“An absolutely dreadful level of customer service and protection of personal data.
The company sent me a damaged parcel that someone had c,early returned and left a written copy of all their personal details inside the box.
They then proceeded to lie to me by saying that they would deal with the matter internally and compensate me, which they didn’t.
I hope the team contacted the other person involved, as I reported the issue to trading standards”
“I wouldn't touch this company with a barge pole. Paid over 400 quid for bar stools which were such poor quality, material weave had pulled when I received them. Customer service was shocking, refund refused unless I dismantled and re packaged. The products are rubbish and customer service zero”
“Extremely Disappointing Experience – Poor Communication & Zero Accountability
I placed an order and requested to cancel it within an hour. I received an email from their representative confirming the cancellation and stating I’d receive a refund within 14 days.
Two days later, I received a shipping confirmation from another rep. I immediately shared the email confirming the cancellation and refund, only to be told that it “wasn’t communicated to the shipping department” and the item would still be sent.
I asked if they could stop the shipment through FedEx (which I’ve done for my own customers as a business owner) and was told the only option was to be home and deny the delivery. Unfortunately, they shipped it without requiring a signature, so I had no way of knowing when it would arrive or to ensure I’d be there to refuse it.
Now they’re trying to charge me a 25% restocking fee—for an order that was clearly canceled in writing, and only shipped because of their internal miscommunication.
The entire situation has been mishandled from start to finish, and not once did anyone take a customer-first approach or acknowledge their mistake. As a business owner myself, I would never treat a customer this way. I won’t be purchasing from this company again based on principle alone.”
“Daals are misrepresenting their products on their website claiming to use wood when they aren’t. This is misselling.
Products are very cheap looking, not easy to put together, had issues with several drawer runners and the front of the drawers keep falling off.
Despite the “nice” response on Trustpilot, this is the real final response I got by email from their aftersales manager who refused to confirm if any wood was even used in the furniture:
—
“As advised, the information requested is not something we are required to provide. Unfortunately, there is nothing further we can offer on this matter. Should you wish to take it further, you may seek independent guidance.
Kind regards,
Alan
Aftersales Manager””
“I ordered the Manresa Rope 5-Seater Sofa Set in Taupe and Beige. The order process was smooth, and the delivery even arrived a day early with a helpful call confirming the time.
Unfortunately, the problems began on delivery day. The 3-seater sofa had a large dent on the arm, and the table was scratched all over. I raised a return request immediately and provided multiple photos of the damage (even before unpacking). Despite this, the team repeatedly asked for more evidence of the box and damage.
Since then, I’ve been trying to return the faulty items, but the process has been frustrating. The team insists on the items being repackaged before collection, but because of health and safety, they won’t be able to remove the items from my garden, meaning I have to leave them outside on a public road. They refuse to confirm a collection date without the items being packaged first, but I can’t package them properly without knowing when collection will happen.
After two weeks of back-and-forth, the situation remains unresolved. This seems like a poorly handled returns process that unnecessarily complicates what should be straightforward. My suggestion would be simple: confirm the collection date, and I’ll package the items on that day and provide evidence accordingly.
It’s disappointing that common sense and clear communication could prevent negative reviews like this one.
I am hopeful to come to a resolution soon.
Update: it is now August 8th and I still do not have an exchange date in place by the business. I flagged the poor quality of my furniture on the 23rd June, it has been back and forth since then. 14 working days ago, I was told it would be resolved within 10 days. Here we are, still no idea on when they will exchange and provide me with quality goods.
Update 2: 11th August. Today I spoke to someone via online chat, thought I’d change tactics. James was honest and provided the first real update in months. Sadly, my order exchange wasn’t given to ‘planning’ until last week. They are ‘aiming’ for this week, but they have ‘10 days’. So, once again the clock has reset, I have no idea how they think that it’s okay for them not to put something through and then reset the timeframe after being the ones who missed it. I can’t wait for this to be resolved and so I can never buy from these people again. Genuinely mind boggling. Everyone I’ve spoken to has had an order damaged, but I’m the only one who has had to wait months for a resolution. When you’re paying upwards of £1500, you expect a higher quality of customer service. I 100% do not recommend
Update 3: I commented on a FB post detailing my experience in the vain hope someone would help me. They sent me a private message and confirmed it was back to ‘awaiting planning’. When I questioned why nothing had moved, I was told that ‘I’m sorry you feel this way. We can’t give you information we don’t have’.
So basically, at this point, this company has sold faulty good and literally stolen my money almost two months later. Absolutely outrageous.”
“I purchased a faulty wardrobe from this company, and they are refusing to accept a return despite their supposed 12-month warranty. I am currently disputing this matter with the credit company. This furniture company is a complete disaster - avoid them at all costs.”
“The lack of customer focus is not something I'd expect from a retail company.
I wanted a garden sofa set delivered by the weekend and ordered the Express Delivery which states it will be delivered within 5 working days. I should have ordered it on a Monday but hadn't measured up. The customer services advisor told me to place the order after the 2pm cutoff time and they will aim to deliver it but the Friday ( they had 4 working days instead of 5). However when I placed the order and called, no one wanted to help me. Even worse, when I placed the order, I got an email with a date 7 working days away (not 5 working days). I called every day but by Thursday afternoon there was still no confirmation of the delivery date. One customer advisor told me they may be able to deliver it on Saturday but by Friday afternoon there was still no communication regarding the expected delivery date.
Having paid for their 5 day Express Delivery I should have received notification on Friday for a Monday delivery but when I called at 3pm they still could not give me a date. One customer advisor told me their 5 day Express Service is not 5 days but up to 7 days. She said it is in their T&C's. I could not find this information anywhere on the website. I ordered in good faith, that the delivery time on their website which states 5 days would be delivered within 5 days or earlier (as advised when I placed my order).
I've cancelled my order simply because I cannot deal with a company who cannot give a delivery date or have a customer service team who can help and provide clarity. I suspect the fault is actually with their planning department, who don't appear to be able to plan at all.
When I asked if I could escalate or speak to a manager, the request was refused outright. No one took responsibility or accountability . I agree with a review that stated Daal's Customer Services responses appear to be designed to frustrate rather than resolve.
I will personally be avoiding this company. I would advise others to do the same. There are plenty of companies out there who can plan and have Customer Service at the hear of their business. Daal is not one of them”
“Terrible delivery service — not suitable for single women or anyone without help.
I live on the 2nd floor with no lift and clearly stated this in the delivery instructions. The drivers dumped the heavy flat packs at the entrance and refused to carry them upstairs. I’m 5'2" and physically can’t move them. Daals offered no help — just told me to pay extra to hire someone or pay again to return it. Completely unacceptable. If you live alone or need actual delivery support, avoid Daals - I have not even open the boxes, wish me luck!”
“Ordered a bedroom large chest of drawers and 2 bedsides from Daals, images online show a different colour to what was received. Customer service response was I can return at my expense...cost to ship 125kg to Coventry? When quoted the consumer rights act for misrepresentation of goods as described they wanted to twist this to: we changed our minds, even after giving them clear photographic evidence. It then turns out that the large drawers were badly damaged and appeared to be packaged that way from the factory. Still Daals would not swap the incorrect colour for an alternative that we would be happy with. It took nearly two weeks to get a replacement which arrived in a very battered box, clearly a customer return which also had damage on the side and front. Reading how poor the customer service is for Daals if you have an issue, we settled to keep the units and except a small refund for the damage.
Point is the pictures are misleading as the item shows a brown/grey wood unit not what was received as a flat grey and also we didn't choose to order a customer return item, we expected a factory fresh unopened unit. All the requests for reviews from Daals relate to the delivery which was well communicated and on time, it seems the customer service agents are well trained to shut down any issues or complaints promptly with no regard to consumer law. Dealing with Daals is a bit like Russian roulette, if your product arrives on time without issues then all is good, if not it really is a battle to get what is a correct order of reasonable quality. We won't be using them again.”
“I ordered a table from Daals which arrived faulty. What followed was weeks of stress, chasing, and evasive responses.
The delivery process is ridiculous . They give you very little notice of when they’ll deliver, and you can’t change the date. If you’re unavailable, tough luck.
It took repeated emails to arrange a collection of the faulty table. They failed to inform me of the collection date - I only found out from a DHL text a few hours before the purported collection. I then had to rush home from work and stay in all evening, only for nobody to turn up. The next day I asked Daals to tell me when collection would take place. Again, no help from customer service on timing. Luckily DHL showed up that afternoon.
Here’s the hypocrisy: Daals charge customers £60 for a missed delivery, but when they miss a collection for which you only received a few hours notice? No apology, no compensation, no ownership of their mistake.
I was told my refund request was “sent to accounts,” but was also warned this could take 14 working days to process. This is outrageous for a large retailer - they take your money instantly but drag their feet returning it.
I’ve repeatedly asked for the issues I experienced to be escalated to management. This was ignored. Nobody confirms this. Nobody takes responsibility. Every response feels deliberately obtuse, designed to frustrate rather than resolve.
Looking at reviews, it’s clear I’m not alone. Many customers describe the same pattern of faulty goods, ignored messages, and endless delays. This is more than bad luck, it’s a systemic issue.
This has been incredibly stressful and time‑consuming. I ordered a table, not weeks of back‑and‑forth emails and uncertainty about whether I’ll ever see my refund.
If you value your time, money, or sanity, avoid Daals.”
“Poor quality, no exchanges, unhelpful support
Sofa fabric and quality is not as pictured. Cheaply made. Not worth the money. Hard to assemble back panels as the pieces were screwed on visibly wonky with screw hanging out. We had to rescrew in to get back sofa cushions to attach. Return process is barely workable. Have to find and organize return courier at own cost. Packaging has to be fully intact which is impossible and was damaged by delivery personnel. No exchange option. Customer service unhelpful. Would never order here again. Hopefully helps others not to be tempted by the photos, don’t waste your money”
“If something goes wrong be prepared for utterly useless decision making from customer services. I had one of two items on an order delivered. The order was for an outdoor large chair/ daybed and a cover. Chair delivered, box was fairly battered so my initial concern was over damages and took photos. Only later did I realise the cover was missing. On calling customer services it seems they are not allowed to make sensible decisions themselves. The 'proof' of delivery photo showed the cover on the box but it was clearly not taken at the point of delivery. The box was delivered onto a brick pathway. The photo showing tarmac or a dark grey floor and pallet truck forks - they did not use a pallet truck on delivery out of the van. Hence the damage to the box. Have been promised phone calls back from managers, but they hide behind their front line staff making them take the brunt of customer unhappiness at their awful decision making. I did sign for the delivery - but there was no delivery information visible - number of boxes / items or even an option to mark as damaged.
No timestamps for the photo or actual proof of delivery has been offered”
“Daals breaches the Consumer Rights Act 2015. They charged me a £60 failed delivery fee, deducted from the cost of the refunded item, plus the delivery charge of £29.99.
I ordered a sofa and they wouldn't deliver it to my second floor flat, so I had to ask the delivery team to take it back when they arrived and said they had to leave it on the ground floor. Their delivery terms are conveniently buried in the website footer. They told me it was my fault. I'll be taking them to the small claims court if chargeback process is unsuccessful.”
“I was sold a faulty settee with the ability to secure only 3 corners - so it couldn't be used. Daals have not engaged on this at all. They have suggested I use it "in its current condition" with compensation of £100. Use it as what? A dangerous piece of furniture which could cause an injury? An ornament? A bizarre approach to after sales service. I am now invoking my rights under the Consumer Rights Act 2015 and suggest anyone on this review threads does the same.”
“Issues with quality and very slow/poor customer service. I bought a double bed and mattress from Daals 3 weeks ago. The mattress is too small for bedframe so I can see a gap all the way around, and the bedframe came missing an essential part. I flagged both issues with Daals customer service and they have yet to provide any solutions about if, how or when this will be resolved, or if they will give a refund. They have been asking me to wait and be patient for 2 weeks now with no offer of resolution.
Complaint no. #530534”
“I ordered the Manresa Rope 5-Seater Sofa Set in Taupe and Beige. The order process was smooth, and the delivery even arrived a day early with a helpful call confirming the time.
Unfortunately, the problems began on delivery day. The 3-seater sofa had a large dent on the arm, and the table was scratched all over. I raised a return request immediately and provided multiple photos of the damage (even before unpacking). Despite this, the team repeatedly asked for more evidence of the box and damage.
Since then, I’ve been trying to return the faulty items, but the process has been frustrating. The team insists on the items being repackaged before collection, but because of health and safety, they won’t be able to remove the items from my garden, meaning I have to leave them outside on a public road. They refuse to confirm a collection date without the items being packaged first, but I can’t package them properly without knowing when collection will happen.
After two weeks of back-and-forth, the situation remains unresolved. This seems like a poorly handled returns process that unnecessarily complicates what should be straightforward. My suggestion would be simple: confirm the collection date, and I’ll package the items on that day and provide evidence accordingly.
It’s disappointing that common sense and clear communication could prevent negative reviews like this one.
I am hopeful to come to a resolution soon.”
“Good communication when placing an order, and quick turnaround for delivery. However, sadly the product was faulty, not good quality and since then the service has been awful. Have waited 7 days for the products to be picked up. We were requested to tape the products up more, even though we hadn't even opened them. The company should take pictures of how the products were sent. I would order with caution from this company. They offered us a minimal refund on a damaged product. Why would we want to keep a faulty product?”
“Buyer beware that if your goods arrive damaged or faulty Daals will make it as difficult as possible for you to return them. They will insist that you forward photos and video evidence of the issue as they have to claim their refund from the original manufacturer before taking any further actions. This is I believe contrary to your customer rights as they are (Daals) the retailer and are ultimately responsible. If you inform them you wish to return the item they will simply refuse to accept the return of damaged goods. If you insist on returning the item you do this at your own cost and Daals offer no assurance of replacement or refund. To be transparent their returns policy is detailed on the website and make their policy very clear, but offers few options other than to accept that you have been very poorly treated and have paid for defective goods. We certainly will making all friends and family fully aware.”
“junk. no 1-star reviews, which I've made many. clearly scamming people. bought a dining table and after a few months, it looks like absolute junk. I feel so stupid for spending money with this company.”
“Two months from purchase and one of the dining chairs is falling apart, not what one is after when buying furniture, especially for the price charged for these chairs.”
