“Absolutely disgusting. We ordered our garden furniture set specifically because it was supposed to be delivered by the 26th. When it came to the 26th it was saying it hadn’t been dispatched from Germany yet soo I called cs and they said that it could still turn up and they couldn’t do anything until the 27th apart from email the supplier who I had already called and got an update on prior. Soo on the 27th I called again and received just as little information and the day before. Obviously irritated at this point. When you purchase something and are told it will be delivered on a specific day you expect it on that day. Well they could only offer 10% off on my next order up to £500. Given this experience that is no where near sufficient in all due respect. We spent almost £600 on this set and I am truely disappointed with the service we had received in handling the whole situation. The best the could do was not enough with no effort to rectify this”
“We ordered a wooden pergola when it turned up only have of it was there it took 3 phone calls before the rest of it turned up and now we can't finish it cause parts of it don't fit so back on the phone to them now they want me to send email this has been going on for a month very bad company”
“Ordered garden recliner chairs online for elderly parents, chairs bent, recliner action not working, cushions missing buttons etc. Having to help parents tape back up giant box and then attempt to get through the terrible returns process with a call centre in India has been a god awful experience as they didn’t turn up first time on date given and second time came to the billing address not the collection address! We could not have stressed more what the collection address was! Never ever again. Abysmally bad.”
“Purchased a lawn mower which after 3 hours of use failed due to the self drive assembly breaking , Robert Dyas say this is wear and tear and suggest I contact the manufacturer for a spare part and repair it myself, The machine is only 5 months old. The customer services department only seem to have been trained on how to delay and fob off customers , they certainly do not seem interested in addressing customer problems or complying with consumer law. I suggest you visit other review sites should you be contemplating a purchase , sadly I am not alone - AVOID”
“Very bad return service. It is practically impossible to return the product. I have been waiting for 14 days for confirmation from them. And still waiting. Bad service”
“I purchased a oxo toilet brush a few weeks ago,and when you place the toilet brush back into holder waster seepes out onto the floor a very unhygienic item.Complained to customer service was told they would refund me,then I got an email saying take to shop,then another email saying refund.I do not have a receipt for this item,and taking back a used item (toilet brush) to the store and wanting staff to handle surely it not right.
This has been going on for days and no one is sorting my ptoblem.
I also find it difficult to get to a store as I am in a wheelchair, I would like a refund but they are not forth coming.R.D. used to be a great store to go and customer service was very helpful.
Thanks a very unhappy customer”
“Read reviews and NEVER order from this company Ordered a sun lounger 8 days ago, it still hasnt arrived. Customer services have twice said it is out for delivery the next day. On 2 occasions have waited in the whole day, no delivery. Ring again and assured 100 percent a next day delivery. So take another day off work unpaid. Still no delivery, have waisted over 2 hours on the phone to the most inept customer service team. Once again never buy from this company.”
“Lady in Poole shop very helpful & ordered Brabantia washing line for me, arrived 3 days later- excellent service Highly recommend. Very pleased with item.”
“Ordered a ninja woodfire where it gave me a option of next day delivery that was a joke i phoned about 5pm and they told md i shojld hdar by 7pm i heardnothing which they already knew that if i had known how poor customer service is id never recvomdnd fobert dyas”
“No delivery, 5 days to investigate and a further 2 days to start getting a refund, and I only got that as I paid through Paýpal and they escalated it on my behalf.”
“I went in to Guildford store today and had fantastic service it was a young man I think he was called Jo his service was outstanding I work retail so I know how important it is to be recognised well done Jo a credit to your store”
“I recently purchased a poly tunnel from Robert Dyas, and I am extremely disappointed with the product and the customer service. Upon setting it up, I noticed the fabric was very thin and poor quality, the structure was made of plastic poles and not metal making it essentially unusable. The quality was far below what I expected, and it was clear that it had not been properly checked before being sold. The structure has been standing for two weeks with fairly stable weather and multiple holes have been found in the material of the poly tunnel across the seams.
I reached out to customer service, hoping for a solution, but they only offered me a 10% refund, which is completely unacceptable given the condition of the product and the minimal use this structure was promised to provide us upon purchase.
The lack of responsiveness and support from the team has left me frustrated and dissatisfied with my experience.
Overall, this has been a huge letdown, and I will not be shopping at Robert Dyas again. I would not recommend their products to anyone based on this experience.”
“My Carved Mango Wood Corner Bookcase is really very pretty except that the knob/handle is totally useless as it is comes off as soon as you pull it to open the door. The door is held by a magnet, therefore the handle needs to be strong enough. There is also some substantial damage to the bottom part even though the unit was very well wrapped and packed. I am attaching some photos. Please note that I do not want a replacement as I don’t want to have to unpack another unit again!”
“I’m extremely disappointed with my experience ordering from Robert Dyas. I purchased and paid for a wardrobe on 02/02/25, expecting a normal delivery process. Instead, I was left waiting for over two weeks without any updates, only to receive an email on 17/02/25 informing me that the wardrobe was actually out of stock and that I would be getting a refund.
Not only was it frustrating to wait that long for such basic information, but I then had to wait even longer for the refund to process before I could purchase an alternative wardrobe elsewhere. This lack of communication and efficiency caused unnecessary inconvenience.”
“Something of a nightmare with Robert Dyas. Purchased two bathroom items and not only did they send the wrong items but then they totally messed up the refund. Further it turns our they never had one of the items in the first place. Never again.”
“A product I bought has starred to rust after a month and the company is refusing to take any responsibility for compensation or partial refund.
Terrible attitude and unacceptable customer service. Don't ever use them, extremely dissatisfied and still haven't resolved the issue despite many messages, disgusting.”
