Dawson's Department Store Reviews 

Ordered a BBQ and paid for next day delivery. A week has gone by and I’ve heard nothing. I strongly suggest you buy elsewhere. This company cannot be trusted.

In response to their reply I asked for immediate delivery on Saturday evening when nothing arrived. No response, no customer service.

!BE CAREFUL - DO NOT USE THIS COMPANY!

I write this review noting that the company does not have the decency to reply back to customers leaving a poor review.
They delay in writing replies to emails which is deeply unprofessional.
When finally the garden furniture was delivered it was missing a third ofvthe items.
It was a set which should have included
4 high back chairs
Parasol and base
Round table and base.

2 chairs and cushions and the base to the table did NOT arrive.
How such a thing could easily happen is beyond me.
Be prepared if you should buy furniture from this company that the whole order may NOT be fulfilled.
The ensuing complaint and getting what you have paid for is not worth the slight reduction in a Bank holiday sale. Don't say I didn't warn you.

Unreliable deliveries, deliveries change last minute without notice (they dont even bother to tell you they are late and at 21:00 you realize there is no delivery… maybe) no customer service, impossible to track orders (they use unknown transport co). They pretend you stay home for days to take delivery. and to complete they deliver on the street a 100Kg item plus they leave you with the pallet to dispose of (and pay for it). they dont publish the customer service email or a phone number...guess why. They sell on amazon saying the product is delivered from Leicester...too bad Amazon tracked the item coming from abroad and more expensive than an equivalent UK based next day delivery

Updated 21 May 2026: Money now received into my account, Thank you.
Update: Refund now on its way (19/05/26)!
Ordered The Kettler 1200 Litre Vault Garden Storage Box, on 28 April 2026. On 04 May 2026 the delivery driver tried to deliver my order to my neighbour, because he had the wrong house number. Having received the delivery, I discovered it was the Kettler 790 Litre Vault Garden Storage Box, and not my order. I contacted Dawson's and took photos as requested, sending them my email to Dawson's. Over 2 weeks I have enquired about my full refund. Still waiting for Refund. Not Happy!

Amazing service and great product (Pit Boss Plancha 5 burner).

Delivery and packaging were A1 and on the specified day.

Had a minor issue with the cooking plate which was rectified in a super fast manner and the customer service was second to none (even replying on a Sunday).

Highly recommended.

I came onto Trust Pilot to check if this is a bona fide company or if I have been scammed. I have bought some garden furniture. It was failed to be delivered on the day it was scheduled. Customer service all very plausible and apologetic saying the delivery is usually very reliable. Delivery people failed to be in contact with me until I chased Customer Service again. I have updated delivery times since 9.57am this morning. It is now 19.42pm with an updated delivery time of 20.42pm getting later as the minutes go by. It will be dark by then. Delivery will be on a pallet to the end of the lane I live down. Who knows whether it will arrive or not or if it will be feasible to accept it at whatever time of night it arrives (or not) . Update the delivery company has updated their estimated delivery times throughout the night. I don't think they had even scheduled it yesterday and instead of being up front about it put this auto renew email out and had me waste another day waiting for a non existent delivery.

Bought a Kettler garden fire table from this lot. I have to say that the customer service department is the worst I have experienced in years. All they are interested in is getting rid of you. Totally shambolic. I cannot believe that they are still in buisiness.

Found exactly what I wanted on website. Rang to check it was in stock. Phone was answered straight away by a human! Portofino garden table just arrived two working days later following clear delivery communication with DPD. It's perfect in every way and looks like it will last for many years. Top quality product and service. Thank you Dawson's.

Purchased a Pitboss Ultimate Griddle from this outlet. The ceramic plate has rusted and pitted after only a handful of uses, resulting in the coating flaking off during cooking. An inherent fault with the cooking top that is known to the company but they refuse to honour the warranty. Stay away.

Garden Furniture World – Poor Communication and After‑Care

Do not use this retailer!

The items are priced very competitively, but that comes at a cost to you. The after‑sales and delivery services are appalling, to say the least. The delivery driver was rude, left the pallet in an inconvenient position and reluctantly moved the furniture further down the drive and in the process scratched and damaged the drive. On reporting all issues to Dawsons not one member of staff has bothered to return my several calls to discuss..
Please take note of this and the other reviews and avoid this company.

Excellent service from this company couldn’t recommend them enough from placing the orders to delivery was excellent and very professional .ordered the Hartman edan sun lounger extremely well made the thickness of the cushions are more like a thick mattress will definitely be ordering more and the cheapest on the market Order number
GF361183

Excellent service on a recent purchase of Denby products. Items were carefully and well packed, with delivery next day. Highly rate this company.

Had to return an item that was faulty, no fault of Dawsons. I found their customer service brilliant. A rare thing these days. Well done Dawsons Dept Store.

Awful awful experience with this company - look at the reviews before thinking of buying anything.
They have taken my money, (7th January) not delivered the item - which they acknowledged on the 12th January and I am STILL awaiting a refund. They say they do not have any additional stock of the item I had purchased so they can’t send a replacement.
Well, gee THANKS DDS, I love giving company’s my money and it going into a black hole where I have to fight to get it back.
Customer service very understanding at first but after that 1st email they are nowhere to be heard of. All I get is excuses that the courier company have to undertake an “investigation” - well no I don’t think so as they ACCEPTEDi did not have my item. Where’s the problem?

- adverts like this look great but the reality is abysmal customer service - think twice before handing over money unless you have the ability to say goodbye to it as customer service move at a glacial speed

8/1 update - failed! Didn’t even try to find a different way to deliver even though they suggested I place another order and they would look into it. Got a very rude response on email from Lucy - don’t bother is my advice. A score of 3.5 and declining says it all with not a single response to negative feedback from Dawsons.

I placed an order for several items totalling over £400 with a 25% discount. The order was sent via DPD - who are totally useless in this area. The driver couldn’t be bothered to drive up to my house (twice) so he marked two attempts as a failed delivery and returned the goods to dawsons (Just Linen). I had to dispute the charge on my credit card as Dawsons don’t answer their emails. Eventually I went on chat and spent 20 minutes talking to the most unhelpful (may as well have been a robot) individual imaginable.
I asked if I ordered again (I still want the items) it could be delivered by a different courier (no was the reply).
I decided to risk it but noticed the discount had dropped to 20% - obviously this is unacceptable as the failed deliveries are Dawsons fulfilment process and I cannot decide to use a better courier. I spoke to the chat agent - TOUGH was the reply.
Honestly I’m lost for words - I use all the Dawsons stores but when it goes wrong - don’t bother contacting them - absolutely terrible customer experience. I asked for the MD’s name to flag my terrible experience- no you cannot have that. It’s not like it’s a secret it’s on the internet!
Come on Dawsons - get this under control!
UPDATE: I have just reordered - and requested any courier other than DPD - let’s see if Dawsons can get this to me safely?

I was a bit apprehensive about ordering from an unfamiliar supplier but needn't have worried. I was kept informed about dispatch and delivery. My item arrived in a few days even though it was the Christmas week. Many thanks for excellent service.

Received a gift from here, and found they don't do gift receipts, don't allow the sender to include a note, and don't allow exchanges! This company will only allow a refund to the original payment method after the returns process. So if you get a gift from this place, you're stuck with it, with a lot of friction to any sort of amendment process. Would NOT RECOMMEND.

I’ve been a loyal customer of Dawsons Department Store for years, and they have never let me down — but my recent experience has been exceptional, thanks entirely to Lucy.

I had an issue with a KitchenAid kettle, and Lucy was absolutely magnificent from start to finish. There was no quibble, no hassle, no stress — just friendly, efficient, and genuinely helpful service. She made everything as easy and convenient as possible for me, and my replacement is already on its way!

It’s rare these days to find a store that consistently delivers great products and outstanding customer care, but Dawsons does exactly that. Lucy, in particular, turned what could have been a frustrating situation into a completely positive one.

Five stars isn’t enough — thank you, Lucy, and thank you Dawsons!

Ordered some of the Lemax items this year for our Christmas village .items were dispatched very quickly and arrived next day ,very well packed.Cannot fault my experience ,competitive pricing and a Black Friday discount aswell.

After browsing their website gardenfurnitureworld.co.uk I needed some additional measurements so I called. Julie said she’d find would find out the measurements and call back. To my pleasant surprise she did so. The furniture was too large for my space but, because of this good customer service, I decided to choose something from their website rather than any other. Selected the LG Barcelona 6 seat outdoor dining set on Saturday which was delivered today (Tuesday) by The Pallet Network.
I’m very happy with my lovely new furniture set, the delivery updates and arrangements and the customer service. Having checked other suppliers I could not have got a better deal elsewhere having had 60% off the list price from buying out of season and with extra Black Friday discount. I could not be happier with this excellent shopping experience. Thank you