"Dreadful company . Delivery dates not honoured."

I usually cannot be bothered reading reviews and hardly ever leave them, but felt I must warn others about this Dawsons furniture store ( alias Garden Furniture World). I paid £1299 on the 10th May for garden furniture which was stated as being in stock for immediate delivery, on their website, with over 5 available. (Still six available at time of this initial date of review).
Update 1: It is now 23 June and no sign of the furniture and no call or e-mail advising when the furniture would be delivered, if ever. I finally got a reply two weeks ago, to two e-mails sent mid May. They stated that the furniture has been dispatched to their courier - Palletways - and to check the tracking number. This Palletways company must be the worst courier on the planet. I don't know why Dawson still use them. Dates for delivery constantly changed when I checked on status of my delivery .
Update 3: The order apparantly was scanned on and off the vehicle on a daily basis ! I have been constantly e-mailing Dawson for an update on delivery and received a reply two days later saying the delivery has been re-scheduled. My wife and I have lost two days leave staying in for these scheduled deliveries which do not arrive.
Update 4: Finally gave up on this order two months after placing the order and have now received my refund. I would advise everyone to hire a van and pick up the items they state are in stock for immediate delivery, or get your own courier if you order from Dawsons, as Palletways seem to let them down.
We are now going to wait until next year to get some garden furniture and we will definitely not be buying it from Dawsons.

"Really, really poor"

Rarely leave a review, but felt this experience merited documenting. Ordered garden furniture which the website said was "in stock now for faster shipping" on 25 May. It's now the 23 June and it still hasn't arrived. Communication is extremely poor. No dispatch email was ever sent. I waited for the estimated delivery window to expire before contacting them (as their website repeatedly asks you to do), only to be told they need to contact the courier which they can only do in the morning. I was promised a call back the next day, it never materialised. I called them instead to follow up and had the same experience on the Tuesday, Wednesday, Thursday, Friday and then subsequent Wednesday. Every time I was promised that someone will follow up and give me a call and every time nothing happens. Every time the advisor says there's no note of prior contact and there's nothing they can do but start the 'contact the courier' process again. Considering the products they sell are available elsewhere for the same price, including places like John Lewis, I'd advise not bothering with this lot.

"Terrible customer service"

Bought a corner unit seating set in March with a delivery date of May 2021. Still waiting for the set to be delivered to the store. Dawsons said it would be with them by end of May, then June 3. It didn't arrive. They are still advertising the same set if furniture for delivery in July. Now being told another 2 weeks. They were quick to take the deposit but still no furniture.

"Absolutely dreadful company"

Absolutely dreadful company! We ordered a BBQ in March 2021. The delivery date was the 19th May 2021. We did not receive any information at all to say that the delivery would be delayed. We have had to chase the company non stop. After contacting them we were told we were first on the list for the next arrival but no date! Then we got an email on 4th June 2021 saying our goods had been delivered on the 3rd June! We were not even at home! No notification at all of any delivery and a false signature! What one earth? No telephone numbers, no real person to talk to, only emails.

"No Customer Service"

I ordered some Kettler garden furniture in February in preparation for summer. Was happy to wait until June to have it delivered. When the furniture turned up it was the wrong order, which was packed by Dawsons. I contacted the store and advised what had happened. I was advised that someone would call me back. No call back and I had to call the store to see what was going on. I got my order 4 days later. In which time I was storing the wrong furniture in my garage. When I contacted Dawsons about some compensation for the mistake. I was advised that they don't give compensation!!!. And I am still waiting for the cover for the furniture. Not the customer service you expect when you spend over £2000

"I recently bought an expensive Weber…"

I recently bought an expensive Weber barbecue as I have wanted one for a while. It soon arrived but upon using it for the first time realised it had a broken part.
I messaged Dawson’s who replied after a couple of days to say they would look into it.
Despite chasing them up, Two weeks later I have still not had any contact to advise when or even if they are replacing the part.
This has really put a dampener on what should have been an enjoyable experience.

"I bought a cadac pizza stone which…"

I bought a cadac pizza stone which arrived broken I contacted them with a email which the responded quickly with apologies and replacement will be sent which arrived 2 days later I can’t recommend enough as they were so polite and efficient I rate this company and there after sales highly keep up the good work
Michael

"Excellent company"

Excellent company. Always deliver quickly with good products.

"Bought 6 garden chairs from Dawsons"

Bought 6 garden chairs from Dawsons. In v short supply and they were only company with any in stock and other suppliers were offering late July delivery. Delivery was fine and as scheduled but one chair had a broken leg. sent them details of broken item and rang their customer services. Immediately offered new chair for delivery in a week. Had kept a few back in case of problems in case of problems. Replacement chair arrived as promised. Broken one was taken back. Excellent, hassle free service.

"Last time you will be getting an order from me."

Her are copies of email correspondence between myself and Dawsons following a delivery of furniture last week. Its the 5th set I have had from them but will be the last.
Hello,

Thank you for your email.
I am very sorry that you were left disappointed by the delivery of your order and for the inconvenience caused. The notes on the tracking imply that the driver liaised with you to leave the furniture 'as requested' and the image shows the driver being met at the bottom of the lane to hand the delivery over. I am so sorry again for the inconvenience caused, for future deliveries we could arrange for a smaller vehicle to be used to access the lane.

Kind Regards,

Louise
Dawson's Department Store

Dear Dawsons
Thanks for your message.
Yes , I was disappointed by the delivery but even more so by your response.
I am sorry that you didn’t feel it necessary to look into this further and just check the note on the tracking information.
I can tell you that there are always 2 sides to every story and that the furniture was not left "as requested.”
The driver was unhelpful and uninterested and like I said in my first message , dumped the pallet and drove off. You may have seen a picture of the driver at the bottom of the the lane but this was not my “kerbside” , it is in fact another 200m away and I had to load my car 3 times to get the furniture down to my house and yes it was highly inconvenient.
I know that the courier you use are capable of delivering to my house as they have done so on several occasions and you offer of a smaller vehicle is , TBH a waste of time as I had already had that conversation with the courier at the start of the week - all requests were ignored.

So , in short , I might have given you another chance as I know that you are not part of palletways and only use them as a courier but your uninterested and slapdash response means that like you I’m not that interested in using your company again.
Ive ordered a Kamado Joe Classic from Creative Outdoor living this morning and they are delivering on a flatbed truck tomorrow to the door.
I won’t be reordering from your company again and I’m really glad that your success means you can treat repeat customers in this way.

All the best

Jo Ferguson