Name: Dalby Living
Address: Dalby Hall, Dalby, Lincolnshire, Dalby
Rating: 4.77

“I have repeatedly contacted Dalby for a replacement cushions for an outdoor furniture I purchased earlier in the year but have been completely ignored. The quality is appalling - uncomfortable and they are now splitting and are showing marks. Would suggest anyone thinking of purchasing anything to avoid due to terrible customer service and poor quality of products.”

Helpful Report

Posted 1 month ago

“Hoped to place an order but needed the answer to a question before commiting. Sent my enquiry through their website twice, tried the phone number on their Facebook site all to no avail. No response from either! Clearly they don't need the business. Superior customer service when it was Humber Imports.”

Helpful Report

Posted 1 month ago

“Product is ok, but terrible customer service, verging very closely to being just rude. There's a reason their products are slightly cheaper than others out there as it's clear that they don't invest in customer service at all. Good luck trying to contact them, because no one ever picks up. Delivery was also infuriating. Having taken the day off work on the day that they had informed me that the table would be delivered, I waited until 5 pm only to find out that it wasn't coming at all! No one bothered to informed me - I had to call up the courrier to check myself. Raising the issue with Dalby, I received the following unempathetic response: "... don’t think this is a Dalby Living error because it’s not." At the end of the day, a customer has ordered a product and Dalby Living committed to getting the item delivered on the certain day. This did not happen, yet they want to distance themselves as far as possibe from their failure to do so. Reading other people's reviews, it seems like my experience was not unique and that others have faced similar difficulties regarding customer service and delivery issues with Dalby. If you're not in a rush ro”

Helpful Report

Posted 2 months ago

Dear Mr Konuntakiet Thank you for your lovely review, it seems no matter what we did and how much you liked the furniture, a 1 star review was always forthcoming. Moments after ordering you sent multiple messages via email and social media asking where your order was, our emails clearly state we aim to deliver within 10 working days but we would try to accommodate you. You gave us a list of specific dates to deliver your furniture, the only way we can deliver on a specific date is by booking a 'next day' delivery service and thus going above and beyond to help certain requests, which we're always happy to do. We rushed your processing to help you (ahead of others), so booked it on the Next Day delivery service, as we do several times each day without issue. The courier attended, collected and off it went. Unfortunately for whatever reason they were unable to deliver the next day and failed to let us know. The first we knew about it was the night of the planned delivery via a strongly worded email from yourself in which nothing we could have done would have rectified the issue. Ironically it was delivered on July 1 - one of the dates which you stated you were available to take delivery... Personally I feel you were extremely patronising towards us despite trying to explain what had happened once we knew the facts, again this wasn't good enough. I will leave this with you - if someone wants to buy something from you and you tell them you can sent it 'next day' delivery via Royal Mail (which you'd pay extra for) and it doesn't arrive the next day - is that your fault? If you truly believe it is, then I begin to understand the reasoning behind your review. Of course you're entitled to your opinion as everyone is, so thank you for your detailed and concise thoughts. All the best and take care, Mark.

Posted 2 months ago

“We ordered the Sunburst 8-seater dining set which arrived within a week (9th July). I unpacked the set and the quality is average: quite a few gaps in joints that have been filled in but I was willing to live with those flaws as long as it doesn't look like falling apart any time soon. However, one chair arm has a split almost entirely through the wood so can't be leaned on as it'll snap off, so I emailed on the same day as the delivery, with pictures, to ask for help getting a swap. No response for much of a week so I went on to their website and sent a message via the online form. Still no response (checked junk mail too). I've since tried the Humber email as found on this site but nothing back. Left a voicemail and no reply. Not sure what's going on but I'm not going to accept a broken chair so will keep messaging and leave regular reviews here until I get a satisfactory response. Wasnt looking for any special treatment but this is ridiculous.”

Helpful Report

Posted 2 months ago

Hi Joe Just replying to your review, I can confirm that a replacement chair was sent out to you and for some reason the couriers were unable to deliver and it appears to have been returned here. We send out replacement chairs all of the time and have never failed to do so, so please understand this hasn't been a decision from Dalby Living not to send one. I'll arrange to have a another sent out to you ASAP. Best regards, Mark.

Posted 2 months ago

“Terrible service!! Two matching 3 seater benches were ordered. One damaged one turned up in a mangled box that had been roughly taped back together and without all the fixings to put it together. Partial refund was given for the damage, and a promise that another set of fixings would be included with the second bench. 10 days later a different four seater bench turned up but without any additional fixings. Contacted Dalby living who did not respond at all. Had to source fixings myself to be able to assemble and use. If you want non- matching damaged furniture of the wrong size that you can't assemble, and then have to spend extra time and money buying what should have been supplied in the first place and get zero feedback from the vendor, then this is the company for you. There is no chance that we would ever think about using this company again this is certainly not the way I like to be treated as a customer.”

Helpful Report

Posted 2 months ago

Hello Nobby I'd like to apologise for your dealings with Dalby Living on this occasion, seems we got this one badly wrong and please rest assured we will take all of the feedback from yourself to improve our future service. This does appear to be an extremely rare issue on our part, but that's still no excuse. I will send you out a gift free of charge from our catalogue by way of apology. Take care, Mark.

Posted 2 months ago

“Never received the chairs and despite numerous emails and attempts to phone( answering machine doesn’t state the name of the business) we have had no response and no chairs!!!!”

Helpful Report

Posted 5 months ago

Hi Darina. There was initially a problem with the courier, but you asked for a full refund which was issued immediately. Kind regards, Mark.

Posted 4 months ago

“Delivery was poor, was advised by Darby customer service that delivery could be rescheduled but that wasn’t the case. Received notification at 10am, when already at work, that delivery would be in a couple of hours. Dalby use XPD which if you check out their reviews is a very poor choice. The item was delivered into my front yard, not a secure location and as it was pouring with rain it the packaging was saturated by the time I got home so it was very difficult to carry in. I contacted Darby who weren’t particularly bothered a £200 item had been left in an unsecured place. This was my first order with them and it’ll be my last. As for the item itself, the steamer chair is sturdy but the brass hinges were very scratched on receipt - is this a returned item perhaps? As for the cushion that came with it, it’s not good, the material is very cheap looking so will be buying a replacement. For the price it’s ok but wouldn’t recommend the company or item, there’s probably better quality out there and a firm that has better customer service.”

Helpful Report

Posted 1 year ago

“Ordered a teak sun lounger, a table and 4 chairs. Prompt delivery, all rosy. Decided against the table and chairs, even before unpacking, due to space restrictions. Called to arrange a return after initial email went unanswered. I was advised a collection had been booked and to expect a call to arrange. 4 weeks later, still nothing, and calls, voicemails, emails, all unanswered and can't get hold of anyone at Humber Imports!”

Helpful Report

Posted 2 years ago

Hello Jonathan. We emailed you before you posted this review regarding the collection and for some reason the couriers hadn't arrived to collect, we did send a screenshot of the collection manifest, a new collection had also been generated. You replied to the email appreciating the response which renders the review a little confusing. We did also fully refund you for the table and chairs that you didn't want to keep. Sorry for any inconvenience caused.

Posted 1 year ago

“I bought the Monte Carlo about 6 years ago and after a while I noticed some chairs were wobbling. Now 6 chairs have collapsed and only 2 left which I doubt will last long. The table is fine although I had to repair the drop down extender. In my opinion there is a fundamental design flaw with the chairs in that the rear legs are not splayed back to add stability but less than 90 degrees so any slight leaning back on them will deteriorate the joints until they collapse. It’s a shame because you can see the rear chair legs are an obvious design fault. They are strong for a year and then deteriorate until collapse. Very disappointed as I had hoped they’d last much longer .”

Helpful Report

Posted 4 years ago

“I would like to be writing a review of the Lutyens 3-seater bench but I can't because you won't deliver it - despite the 'free UK delivery' being plastered all over your website. Why? Because the house is on Skye and what you didn't mention is that, according to the person I've just spoken with on the phone, you don't deliver to islands - even ones with a fully functioning and free bridge which, for every other company we've ever dealt with is enough to make it effectively a mainland location. The only reason you have one star from me is that your review system won't allow me to award none.”

Helpful Report

Posted 4 years ago

“Patio set and chairs had been poorly stained and the teak was not Grade A. Avoid at all cost.”

Helpful Report

Posted 4 years ago

“Had the 10 seater set 2 years now. One chair completely collapsed while I was sitting on it, timber has split on another and the fixings are coming apart on a third. Very poor quality.”

Helpful Report

Posted 5 years ago

“The delivery was fine. Less than two years after purchasing two chairs broke. I contacted HImports...they were not interested. I spent a fortune buying full 6 seater dining set with parasol and proper covers. The remaining chairs continued to fall apart and the parasol struts broke. We are not obese and have treated the furniture carefully and teak oiled it regularly. We have taken parasol apart...it is shoddily made and recently collapsed nearly hitting me! As it is very heavy, I was extremely lucky! I expected the furniture to have lasted at least 8-10years with care. It has been the biggest waste of money in my life!”

Helpful Report

Posted 5 years ago

“What a dreadful experience There are four elements to this review of a purchase of a 5 ft Oxford garden bench Order and delivery. After taking the order online there was no communication regarding delivery etc; the courier just arrived one day with the item. Not very good customer service by today's standards. The bench. Delivered flat packed as expected. All the troubles began when trying to put it together. Instructions made no sense whatsoever in terms of the order of construction. It just would not have worked putting it together as per the instructions. The labels supposedly allowing for ease of construction were actually all the wrong way round. It was as if someone had gone out of their way to do so. All the following difficulties I wrote down at the time. The side rails on the seat were too long to fit behind the front legs. The rear tenons on the seat were angled too much to fit into the mortises on the back. The tenons on the front ends of seat struts did not properly align with the mortises in the front seat rail. Resulting in the pushing out of the front seat rail such that it bowed out. Also on the front seat rail the tenons would not go fully into the mortises of the front legs. Something not cut correctly. At the top of the back the tenons did engage properly with the mortises but none of the dowel pin holes In the mortise lined up with the holes drilled in the tenons. Two of the pre-assembled rails had splits one to breaking point. All in all this was a catalogue of manufacturing errors which I would have found difficult to have expanded on even if I had tried. The return of the bench. After my initial phone call, what now follows is a word for word copy of the email exchange. Please read it all. Me “ Hi, I spoke with someone, name not known, half an hour ago. I was told you would arrange collection of this faulty bench and arrange a refund. Can you let me know when it is likely to be collected and how you want me to prepare the bench for carriage. It was part assembled but now it is back in the five pieces” . Humber - “Please pack up as best you can, the couriers will contact you regarding the collection. Please ring me when it has been collected and I will issue the refund”. Me - “I have it all boxed up and ready to go. I have heard nothing from the couriers. But the courier has just turned up. But I have no labels, no address, no phone calls, no emails, etc. He said I should have had all that from you by email. He could not wait and said he'd come again after presumably getting fresh instructions to collect. Quite embarrassing really. Can you advise please”. Humber - “You do not need labels just give the courier the bench, you do not need anything just give them the bench!” Me - “Well I'm sorry but the courier would not take the bench. It's in the original box without a label. What was I to do? In case it happens again can you just give me the address anyway and I'll write it on the box. Are you arranging for them to call again and to let me know next time when they are going to call as you had said previously?” Humber - “Couriers create the label at the depot, the box does not need a label. As I said give them the bench then ring me and I will issue the refund. I couldn't have made it plainer.” Please draw your own conclusions on the level of customer service that prevails here. And bear in mind this was a 5 foot long, 25 KG box. Well eventually, cutting an even longer story short, the item was eventually collected. Thankfully, the one thing that did work as promised, was the refund. All quite extraordinary.”

Helpful Report

Posted 5 years ago

“There are four elements to this review of a purchase of a 5 ft Oxford garden bench Order and delivery. After taking the order online there was no communication regarding delivery etc; the courier just arrived one day with the item. Not very good customer service by today's standards. The bench. Delivered flat packed as expected. All the troubles began when trying to put it together. Instructions made no sense whatsoever in terms of the order of construction. It just would not have worked putting it together as per the instructions. The labels supposedly allowing for ease of construction were actually all the wrong way round. It was as if someone had gone out of their way to do so. All the following difficulties I wrote down at the time. The side rails on the seat were too long to fit behind the front legs. The rear tenons on the seat were angled too much to fit into the mortises on the back. The tenons on the front ends of seat struts did not properly align with the mortises in the front seat rail. Resulting in the pushing out of the front seat rail such that it bowed out. Also on the front seat rail the tenons would not go fully into the mortises of the front legs. Something not cut correctly. At the top of the back the tenons did engage properly with the mortises but none of the dowel pin holes In the mortise lined up with the holes drilled in the tenons. Two of the pre-assembled rails had splits one to breaking point. All in all this was a catalogue of manufacturing errors which I would have found difficult to have expanded on even if I had tried. The return of the bench. After my initial phone call, what now follows is a word for word copy of the email exchange. Please read it all. Me “ Hi, I spoke with someone, name not known, half an hour ago. I was told you would arrange collection of this faulty bench and arrange a refund. Can you let me know when it is likely to be collected and how you want me to prepare the bench for carriage. It was part assembled but now it is back in the five pieces” . Humber - “Please pack up as best you can, the couriers will contact you regarding the collection. Please ring me when it has been collected and I will issue the refund”. Me - “I have it all boxed up and ready to go. I have heard nothing from the couriers. But the courier has just turned up. But I have no labels, no address, no phone calls, no emails, etc. He said I should have had all that from you by email. He could not wait and said he'd come again after presumably getting fresh instructions to collect. Quite embarrassing really. Can you advise please”. Humber - “You do not need labels just give the courier the bench, you do not need anything just give them the bench!” Me - “Well I'm sorry but the courier would not take the bench. It's in the original box without a label. What was I to do? In case it happens again can you just give me the address anyway and I'll write it on the box. Are you arranging for them to call again and to let me know next time when they are going to call as you had said previously?” Humber - “Couriers create the label at the depot, the box does not need a label. As I said give them the bench then ring me and I will issue the refund. I couldn't have made it plainer.” Please draw your own conclusions on the level of customer service that prevails here. And bear in mind this was a 5 foot long, 25 KG box. Well eventually, cutting an even longer story short, the item was eventually collected. Thankfully, the one thing that did work as promised, was the refund. All quite extraordinary.”

Helpful Report

Posted 5 years ago

“Please do not take notice of the price match, it is a scam and you should be aware. They take your money at the point of order then confirm the goods are on the way, great you think ! Then you get a mail telling you they cannot they are short on stock, bad enough, but 3 days later still no money returned circa £700. And to make it all worse a call the next day to the office tells me they have plenty of stock. Stay away its not all it seems by any means, use a reliable supplier who stands by their promises.”

Helpful Report

Posted 5 years ago

“Rather than being "Teak Garden Specialists" Humber imports are specialists in cheek. I made an enquiry of Humber Imports for one of their items about which I was unsure of their rather confusing if not misleading description. I received a reply which called me a buffoon, and idiot, a halfwit. It asked if I have senile dementia (which was spelled, dementure) . I was called me a Prick. This is not the kind of language nor behaviour one would expect from a serious business. It make no pretence at even a modicum of manners, rather foul mouthed ignorance.”

Helpful Report

Posted 7 years ago

“Bought an 8 piece patio set in 2011. Six years later all but 3 of the chairs have fallen apart. They were certainly not made of teak! You get what you pay for!”

Helpful Report

Posted 7 years ago

“Bought Versailles 2 Seater Teak Bistro Garden Furniture Set (without free cushions) in August 2016. One chair split. I twice emailed Humber Imports in November 2016 about it and got no reply from them.”

Helpful Report

Posted 8 years ago

“Ordered a teak bench and unfortunately one of the slats was damaged (see attached photo). Contacted Humber Imports via email which they initially didn't respond to until I contacted them by phone. Although they couldn't see any damage from photo provided they agreed to issue a full refund although I would have preferred a repair or a replacement. I have subsequently contacted Humber Imports on three occasions requesting confirmation of a refund and they have not responded.”

Helpful Report

Posted 9 years ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	97%
Accurate And Undamaged Orders	Greater than 91%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.8 out of 5

Dalby Living Reviews