"Very Disappointing Service"

Very disappointing. BBQ was delivered late and damaged on arrival. I wasn’t offered a replacement, only repair. They were not confidant the next one wouldn’t also be damaged. Had money back to buy from a company that can deliver an undamaged item.

"Apparently there is a Customer Services…"

Apparently there is a Customer Services Department for this store.

I wouldn't know as they won't answer any emails and I have no idea where my next day package (which is now 5 days late) is.

Even DPD won't answer me.

Great way to lose future customers, well done.

"They’ve taken my money now lost interest"

Ordered a garden table and parasol 3 months ago and it arrived with no hole for the parasol. I’ve since received 3 more slats, all snapped on delivery. Customer service is terrible, they don’t seem to care at all, you have to call and email constantly to be told they’re sorry, it’ll get sorted, but I’m still waiting. They’ve taken my money and now don’t care that I can’t use what I have paid them for.

"Appalling customer service"

Appalling customer service. Often you don’t know how good or bad a company is until something goes wrong.
DPD ‘lost’ the package. We contacted Dawson’s who promised to look into it and get back to us. They didn’t. Rang again, promised a call back by 9am Monday. No call back. Rang them to be told the person who is dealing with it is on holiday for the week. Promised another call back. You can guess the rest .....
Not good enough. Go elsewhere - we will.

"I ordered a beefeater built in BBQ"

I ordered a beefeater built in BBQ from BBQ World and was pleased to see it had free next day delivery which I would hope so on an order of that expense. My disappointment came when the BBQ arrived without the bracket to install it. This was not possible to find on their website so I had to call customer services who gave me the product code. I then had to order this separately which did not make the free delivery threshold meaning I had to spend money on delivery. I said to the customer services worker that it was not stated on the BBQ information that brackets were not included and she said well obviously we don't research all the products which seemed odd as they sell the brackets as well. My garden build is now behind schedule and I am out of pocket.

"Poor customer service, take your money and wait a week to tell you they haven't got the goods!"

I placed an order with Dawson's (the linen department) on the 10th June. I was aware that they took 7 - 10 days to deliver (which is, in my opinion, far too long when they take the money out of your account immediately). This morning, 8 days later, I have received an email from them saying one of the items is out of stock. I've asked for my money back for this item - presumably the rest of my order will follow in a few days. Come on Dawson's, buck your ideas up, your customer service is pretty awful in this day and age. (Other online retailers offer much better service, I ordered something from Belgium on Friday and it's being delivered today).

"Garden furniture arrived damaged"

Garden furniture arrived damaged. Contacted customer services who said they'd look into the matter. Received nothing for over a week and have since sent several additional emails with no response what so ever.
Appalling customer service and clearly, as others have written, they couldn't care less.
Woud not recommend at all, ok if all goes well but judging from the reviews this is far from guaranteed and the following service is non existent
Would not recommend, look elsewhere

"Major concern here is with the delivery…"

Major concern here is with the delivery process. As noted in the other negative reviews the delivery agent is palletways and they have a less than stellar reputation, check palletways.com on Trust Pilot.

My specific experience. I chose BBQ World, over similar priced options, specifically because of the next day delivery. As soon as I placed the order and got the confirmation email I started to fear the worst. "Next day delivery" from the website became "We anticipate your order to be delivered the following working day". The word anticipate is not what you want to hear when you need to wait at home for something. I contacted customer support who helpfully provided the palletways tracking reference. This confirmed the delivery was a depot 10 which with some detective work turned out to be Guildford which was close enough to me to believe it would be delivered that day. After waiting in all day and not being contacted the delivery target day simply updated to the next working day.

This is obviously not the first or last time this will happen with this company. Rather than wait at home another day hoping (anticipating?) the delivery I chose to cancel and took my business elsewhere.

How to to do better? Provide the tracking reference by default, even if it comes after the confirmation email. Demand more from palletways.
1. Failure to deliver on the required day and no communication is simply not acceptable.
2. Why are customer facing tracking portal using depot numbers instead of identifiable locations?

"Ordered Napoleon PRO605 with 24 hour delivery"

Ordered Napoleon PRO605 with 24 hour delivery with hope to enjoy long weekend. Did not arrived on Friday and now they promising delivery on Tuesday 4 days later. Very bad service!

"Perfect 😁 love Dawsons"

I placed an order with Dawson's department store on Thursday and was pleasantly surprised when it turned up on Friday. It was packaged perfectly and looks and works great, a very nice addition to my kitchen. I would not hesitate buying from Dawson's again 😁