Name: Kettler
Rating: 4.40

“We have yet to receive our order”

Posted 3 years ago

Thank you for your feedback Barbara, I was very sorry to hear you had not received your order. Our customer service team will be in touch to discuss this further.

Posted 3 years ago

“Abysmal! First table did not arrive. 3 week delay. Promised a replacement. That has not arrived either.”

Helpful Report

Posted 3 years ago

Thank you for your review and feedback Conor. I was very sorry to hear about the issues with your delivery. I understand this has now been resolved and your replacement has been delivered. Please contact our Customer Service team if you need help with anything else and we will be happy to assist you.

Posted 3 years ago

“Fantastic sofa but the table is a terrible disappointment it melts in the sun , no where in information does it say use coasters under glasses or keep out of the sun, definitely do not buy this table as your wasting your money, choose the glass one😡”

Helpful Report

Posted 3 years ago

Thank you for your recent review of our Polywood table, and we are sorry to read of the issue you have encountered. We do put very clear instructions on the table and within the care information about certain glassware causing damage to the resin-topped tables, so we are surprised to read that yours did not come with any of this information. One of our customer service team will be in touch with you shortly to get a suitable resolution for you so that you can enjoy using your furniture again, and for years to come.

Posted 3 years ago

“The instructions are hopeless. It took two hours to assemble. The gas hinges didn’t work so it is stuck in open . No customers services after 5.00 pm and at weekends. Not impressed for an item that cost over £749.”

Helpful Report

Posted 3 years ago

Thank you for your review and feedback Mick. I was very sorry to read your comments and I fully appreciate the frustration this has caused you. If you are still experiencing problems with your Kettler product, please get in touch with our team at after.s@sales.co.uk and we will be happy to assist you.

Posted 3 years ago

“Both items arrived broken”

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Posted 3 years ago

Thank you for your review and feedback. I was very sorry to read your comments and I fully appreciate the disappointment this has caused you. One of the team will be in touch via email to resolve this with you.

Posted 3 years ago

“They have not done what they said they would do. False information on their website and broken promises have left me deeply concerned and upset. I wish I'd dealt with another manufacturer.”

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Posted 3 years ago

Thank you for your feedback Michael. I was very sorry to hear your delivery was not attempted on your advised delivery date. I understand this has now been delivered to you following a reschedule from the courier. If you need help with anything else, please contact us at sales@kettlerdirect.co.uk.

Posted 3 years ago

“I purchase 6 Kettler Garden chairs in 2016. By 2020 they had rusted.After several months of emails,the replacement chairs was delivered in late 2020. They acknowledged there was product fault with the rust coating and my replacements would have the new anti rust coating !! I would say really. I have just contacted them because 3 of the replacement chairs has serious amount of rust. I have been informed the replacement chairs are not covered by the warranty.I was not informed this when I receive my replacement chairs. I paid a lot of money for them. I was advised to buy some hammerite and paint it over the rust!! I definitely extremely angry and frustrated by the customer service I have recently received. If you are going to,purchase hairs from Kettler THINK TWICE!!”

Helpful Report

Posted 3 years ago

Thank you for your review and feedback Maggie. We treat all of our Mesh products with an Enhanced Thermoguard+ coating to prevent rust however, damage to the coating will leave Steel Mesh products vulnerable to rust. All warranty periods start from the date the product was originally purchased. As you are now outside of the 5 year warranty period, we cannot replace your furniture. If you would like further advice on how to cover and seal the rust, please contact our After Sales team at sales@kettler.co.uk.

Posted 3 years ago

“Bought my second RHS steamer approximately 18 months after buying my first one. The original quality was excellent and the chair has lasted well. Kettler has replaced the high quality metalwork with cheap replacements but I notice the price hasn’t dropped!! (£359 RRP). Don’t waste your money thinking you are paying for quality, you will buy similar elsewhere for half the price! SHAME ON YOU KETTLER - for abusing the value of your brand and your customers loyalty. Left review second time and will continue to do so until someone at Kettler has the decency to reply! Thank you for your reply, but better your potential customers see my response, hence answering on this forum. In response to your answer which I will copy at the bottom, the change in supplier was not based on quality, more likely cost saving. My original steamer was also eucalyptus wood, so nice try but fabrication. Happy to give detailed explanations with more photos if you still try to claim new steamer is better quality! Reply from Kettler GB 11 minutes ago Thank you for your review Scott. We are constantly improving our Kettler range to better suit our customer's needs. We have recently changed supplier for the RHS Steamer and are now using eucalyptus wood. Your feedback has been forwarded to the relevant department for future consideration. If you would like to discuss this further, please get in touch via email at sales@kettler.co.uk.”

Helpful Report

Posted 3 years ago

“Bought my second RHS steamer approximately 18 months after buying my first one. The original quality was excellent and the chair has lasted well. Kettler has replaced the high quality metalwork with cheap replacements but I notice the price hasn’t dropped!! (£359 RRP). Don’t waste your money thinking you are paying for quality, you will buy similar elsewhere for half the price! SHAME ON YOU KETTLER - for abusing the value of your brand and your customers loyalty. Left review second time and will continue to do so until someone at Kettler has the decency to reply!”

Helpful Report

Posted 3 years ago

Thank you for your review Scott. We are constantly improving our Kettler range to better suit our customer's needs. We have recently changed supplier for the RHS Steamer and are now using eucalyptus wood. Your feedback has been forwarded to the relevant department for future consideration. If you would like to discuss this further, please get in touch via email at sales@kettler.co.uk.

Posted 3 years ago

“unfortunately, I ordered the wrong part. Phoned and was told by a disinterested person that I would have to send photographs in order to identify which part I needed. Did that two weeks ago and have still heard nothing. also ordered some retouching paint for a scratch on one of my chairs. I don't think they could have sent a smaller bottle. I've seen bigger free samples on magazines. Not impressed.”

Helpful Report

Posted 3 years ago

Thank you for your feedback. I am so sorry to hear you are not satisfied with the service you have received. Our touch-up paint is a 5ml bottle and should only be used to touch up minor damages to the paint coating. Unfortunately, we cannot locate the images you have sent in. Our Customer Service team will be in touch via email to assist you further.

Posted 3 years ago

“Kettler garden furniture! Before you buy please read the small print it’s garden furniture but under no circumstances can you let your furniture get wet as it’s not meant to get wet. As we all know we live in the UK so it tends to rain here from time to time. The cushions are listed as “shower resistant” They ARE NOT we have had our furniture out for the first time since buying them in January this year waiting on the better weather. We had a shower of rain earlier and now the cushions have a few wet stains on them that won’t come off. According to the person we have spoken too it’s our fault for leaving them in a shower of rain. We purchased a purpose made cover for our furniture the other day and it arrived yesterday. What a waste of time that was I would need to put it on and off every 5 mins. The answer we got from Kettler today was very disappointing BEWARE WHAT YOU ARE PURCHASING”

Helpful Report

Posted 3 years ago

Thank you for your review, Mr McKenzie. The user manual states that Kettler furniture is designed to be left outdoors all year round (excluding cushions). Cushions should be stored in a dry ambient temperature when not in use. The cushions are not waterproof and leaving the cushions out in the rain can cause the fire retardant layer to run which then causes stains on the cushions. If you would like to email us images of the cushions, we can advise how to try to reduce the appearance of the marks. Please email our aftersales team at sales@kettler.co.uk

Posted 3 years ago

“Bought the Charlbury lounge set. Poor finish on the rattan, it is badly scuffed/fraying. Customer service is extremely poor and have failed to address the issue!”

Helpful Report

Posted 3 years ago

Thank you for your recent review and we are sorry to read that you are not satisfied with your purchase. After reviewing the images provided, we can see that there is no manufacturing fault and the furniture is intentionally meant to have a distressed look and feel to make it more natural to look/touch. I can see that a member of the customer service team has contacted you today to discuss this.

Posted 3 years ago

“Bought my second RHS steamer approximately 18 months after buying my first one. The original quality was excellent and the chair has lasted well. Kettler has replaced the high quality metalwork with cheap replacements but I notice the price hasn’t dropped!! (£359 RRP). Don’t waste your money thinking you are paying for quality, you will buy similar elsewhere for half the price! SHAME ON YOU KETTLER - for abusing the value of your brand and your customers loyalty.”

Helpful Report

Posted 3 years ago

“I purchased a table and 6 chairs and to my dismay, the table and 4 of the chairs were damaged and very badly built! I waited long enough for a response, to be told that they were only replacing the table and 4 chairs leaving me with 2 chairs from the full set which were used as I purchased the set for an occasion! As I had explained that i purchased this as a set and almost the full set was damaged I kindly wanted the full set replaced, not to be left with 2 chairs from another set! I found this ludicrous and appalling that they would only offer me a full refund and not a replacement full set! All of this for 2 chairs! Appalling customer service!! I was looking at purchasing more garden furniture but will certainly not be buying anything from this company!”

Helpful Report

Posted 3 years ago

Hello, Thank you for your recent review, and I am very sorry to hear of your disappointment with your recent purchase. I can see that we received communication from John Lewis in regards to the fault on 03/05/2022 at 14:51, this was responded to by our customer service team on 03/05/2022 at 15:43. As per our warranty agreement, we would only replace faulty items. I can see that you were offered a replacement for the table and the full amount of damaged chairs. The new chairs would have been an exact match to the 2 previous chairs so would not require a replacement. Unfortunately, it appears that the replacement was refused by you and a full collection and refund requested. I have been advised that a member of the customer service team contacted you yesterday to arrange your collection. However, if you would like to discuss again having the 4 damaged chairs and table replaced, please contact us on 01527 591901.

Posted 3 years ago

“First suite changed before covid due to fault but no big concern, since covid rules relaxed we started to use the patio suite with friends and family and found with moving furniture seating back and forth it was leaving black score marks all over the patio that always needs to be jet washed out each time. Tried talking to Kettler several times and sent them video and pics but they dismissed my complaint as not a fault. We have also a Hartman suite for 10 years with no marking from similar feet but this did not interest them. Good looking product but dreadful service and poor attitude from customer department and now we have to find our own solution- my advice? Buy a different make.”

Helpful Report

Posted 3 years ago

“Customer service is very poor, they just dismissed my concerns stating it was not a manufacturing fault! I bought the Charlbury wicker lounge set and the wicker is rough/fraying.”

Helpful Report

Posted 3 years ago

“I spoke to Kettler, Redditch today. Had purchased a Deluxe Panalsol gazebo and wanted bolts which were missing…was told to email and was informed this is was the only way….I queried what you would do if you did not have access to computer. Ie older customers. I persisted and said the time spent arguing about whose responsibility it was she could have assisted me. She then reluctantly took my details. Not impressed, I am the customer, you have omitted to include all parts…..With this sort of attitudeI hope you survive during upcoming recession…I think your attitude may change,it should.”

Helpful Report

Posted 3 years ago

“I have had this product 13 months and having only used it several times, I am very disappointed as it no longer works.”

Helpful Report

Posted 3 years ago

Thank you for your review, Paul. We are sorry to read that you are disappointed with your purchase. Please send over details of the fault along with photos to sales@kettler.co.uk and our customer service team will be happy to look into this for you.

Posted 3 years ago

“Is it wise to ask for a review after 1st delivery never happened and before an actual delivery has taken place? Not impressed so far. Tried to submit with no stars but wasn't able...artificial ratings boost.”

Helpful Report

Posted 3 years ago

Thank you for your review, Matthew and we are sorry to learn of the issues that you have had with your delivery. I have been assured that you have since spoken with Rosie in Customer Services who has resolved the issues and rescheduled delivery for tomorrow for you. As before, we are very sorry that you have had issues with the delivery and hope that you enjoy many years of use from your BBQ when this arrives.

Posted 3 years ago

“we purchased 6 chairs from Kettler with table, 3 of the 6 have collapsed with people sitting on them (not large people) so need to take care”

Helpful Report

Posted 3 years ago

Thank you for your review and we are very sorry to hear that some of your chairs have collapsed. This is not a known fault so we would like to look into this for you. Please contact our customer service team at sales@kettler.co.uk with details of your original purchase along with details and photos of the fault and we will try to resolve this for you.

Posted 3 years ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 86%
Accurate And Undamaged Orders	Greater than 92%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.3 out of 5
Returns & Refunds
Returns Process	Easy

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