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Kettler Reviews

4.4 Rating 2,087 Reviews

85 %

of reviewers recommend Kettler

Company Reviews

Product Reviews

4.4

Based on 2,087 reviews


Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 89%
Accurate And Undamaged Orders	Greater than 91%
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

Visit Website

Phone:

01527 591901

Location:

Merse Road, North Moons Moat, Redditch
B98 9HL

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Kettler 5 star review on 2nd May 2024

Kettler 4 star review on 9th April 2024

Kettler 5 star review on 28th December 2023

Kettler 5 star review on 28th December 2023

Kettler 1 star review on 8th October 2023

Kettler 5 star review on 2nd August 2023

Kettler 5 star review on 23rd June 2023

51

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Tried to order a cushion for my Novero recliner chair for my mother in law but as I live in Northern Ireland there would be a delivery surcharge of £40, which is quite a lot for a £69 cushion. Disappointed as a lot of stockists in NI don't supply the cushions.”

Posted 10 months ago

Thank you for your feedback on Kettler. We appreciate you taking the time to let us know about your experience. We're sorry to hear that you had to incur a delivery surcharge to Northern Ireland for the Novero recliner chair cushion. Please note that these additional charges are not imposed by us but rather by our couriers. We have no control over the additional charges to certain postcodes set out by them. If you would like any assistance locating a local retailer, please contact our customer service team on sales@kettlerdirect.co.uk. Again, thank you for your feedback and we hope to hear from you soon.

Posted 10 months ago

“My order gave a date it was arriving. It didnt turn up and stated the package was damaged, then repackaged and dispatched still didnt turn up so after a couple of weeks I gave up and asked for a refund which then took several days.”

Posted 10 months ago

Thank you so much Steve for taking the time to let us know about your unfortunate experience with Kettler. We are sincerely sorry that your order gave a date of arrival and didn't show up on that date and that the package was marked as damaged and was eventually repackaged and dispatched but still didn't turn up. We apologize for the troubles this has caused you. We'd love to turn this experience around; is there anything we can do to make things better for you? Thank you again for taking the time to provide us with this feedback.

Posted 10 months ago

“Dreadful. Order placed and delivery date given which I changed to 25 May. No delivery of large item although the smaller one was sent by post. I called customer service and asked for callback. No call. Message on 31 May to say delivery delayed despite me not knowing it was scheduled for that day. 1 June no delivery but a customer satisfaction survey! Nobody could be satisfied with this service.”

Posted 11 months ago

Thank you for taking the time to inform us of your experience with us. We understand the frustration in having the delivery date for the large item changed to 25 May, with no delivery by the end of May, despite having followed up with customer service to ask for a callback. We apologise for the inconvenience and want to make things better. Can you please share with us what we can do to improve our service? Your insights are greatly appreciated.

Posted 11 months ago

“I have not receive my order”

Posted 11 months ago

“Failure to disclose the size of the covers, either on the packaging or on their website. A first class example of how to drive customers away to another supplier. Did not buy.”

Posted 11 months ago

Thank you, Chet, for leaving your feedback about your experience. The reason we do not specify the sizes on our protective covers is because they have been designed and tailored specifically to the products they are for. I hope that this helps

Posted 11 months ago

“I ordered a cleaning spray 19 days ago and it’s still not arrived!”

Posted 11 months ago

“I've emailed kettler twice because the strap holding up the parasol has broken and I have not had a response. I didn't want to give one star!!!”

Posted 11 months ago

Thank you so much for taking the time to provide us with your feedback about your experience with Kettler. We apologise for the lack of response after you emailed us twice about the broken parasol strap. We value customer satisfaction greatly and are sorry that we did not exceed your expectations. We would love to hear more about your experience with us and how we can make things better. Your feedback is invaluable to us and we would like to make sure your future experiences with us are much improved. Please can you email sales@kettler.co.uk FAO Customer Service Manager and we will look out for your email to get this resolved. Once again, thank you for taking the time to provide your honest feedback. We truly appreciate it.

Posted 11 months ago

“Bought some garden furniture the glass for the table was damaged. To replace it I was told I had to disassemble the table to allow for a replacement even though there was nothing wrong with the table. I only wanted the glass. Ludicrous!!”

Posted 1 year ago

Thank you for bringing to our attention the issue with your garden furniture glass. We apologize for any inconvenience this may have caused you. We understand that you were informed that the glass for the table cannot be shipped separately and that you need to disassemble the entire table to replace it. We apologize for any confusion or frustration this may have caused you. We would like to clarify that due to safety concerns during shipping, it is not recommended to ship the glass separately as it may break during transit. We understand that you only require the glass, however, we advise that a whole replacement table is required to ensure that the glass is delivered to you in a safe and undamaged condition. Our main priority is to ensure that our customers receive products that meet our quality standards and arrive in perfect condition. We appreciate your understanding in this matter and we hope that you will continue to enjoy your garden furniture for many years to come. If you have any further questions or concerns, please do not hesitate to contact us.

Posted 1 year ago

“Absolutely shocking company. Paid over £2100 for the Palma furniture range. We are now waiting for our 4th replacement fire pit table as they either arrive faulty (leaking gas) or scratched and dented. The courier they use will not deliver on weekends so I have to keep taking days off work to receive the multiple replacements. They also sent one of the replacements to the wrong address, so not only did I waste a day off work waiting in for it, I then had to wait another week for another table to be delivered which surprise surprise also arrived damaged. There is no quality control on their products whatsoever. They refuse to give any form of good will gesture unless I accept the faulty table! You would expect much better quality and service when paying thousands of pounds for your furniture, but they obviously couldn’t care less. All they say is “sorry for the inconvenience” AVOID AT ALL COSTS!!!!!”

Posted 1 year ago

We're sorry to hear that you have had a negative experience with our company. We take customer service very seriously, and we would like to address your concerns regarding the proposed resolutions and good will gestures which have been offered to you and the quality of our products. We do apologize if there was any confusion regarding the resolution of the issue. Our policy is to always offer a resolution that is acceptable to the customer, and we strive to do so in a timely and efficient manner. We do not require customers to accept a faulty table as a precondition to receive any form of good will gesture. From reviewing the interactions that you have had with our customer service team, we can see that you reported an issue in October with the gas valve on the table you received in June and we promptly replaced the table for you in November. In April you have contacted our team again to advise that there is delivery damage on the table that you received in November. From these correspondences we can see that you have been offered a 10% damage allowance for the reported scratches to your table which you declined and opted for another table. This has been delivered and you have once again found a scratch on the table. We recognise that this must be very frustrating and in acknowledgement of this, and the series of issues that you have had, you have accepted a discount of 25% off your table and a replacement so, it is disappointing to read that you feel that your complaint has not been addressed and that you haven’t been offered anything in recognition to your inconvenience. Regarding the quality of our products, we take great care to ensure that they are of the highest possible quality before they leave our warehouse. However, we understand that sometimes issues can arise during transit or delivery. If any of our customers receive a faulty product, we will do our best to offer a satisfactory resolution and this is also why we are proud to offer a 3 year warranty on our Palma products. We value your business and would like think that you will be satisfied with your replacement table when it arrives on the 5th May.

Posted 1 year ago

“My table tennis table arrived on Monday. The delivery men placed it against the wall. It blew over and pierced a hole in the side of the box making a hole in the table. It’s useless and I haven’t even taken it out of the packing. This is obviously a problem others have had. Why don’t you use more substantial packing material to protect your tables? Is it possible to get a replacement top or do I have to throw the whole table away in the tip?”

Posted 1 year ago

Dear Susan, Thank you so much for taking the time to provide us with such helpful feedback. We apologize for the unfortunate incident that happened with your table tennis table. It's concerning to learn that it blew over and punctured a hole in the box, making a hole in the table, rendering it useless. We're very sorry that this happened and would like to offer our sincerest apologies. We’re very curious why you think our packing materials are not substantial enough. Is there anything that we can do to make it better? We also understand you wanting to know if you can get a replacement top or if you have to throw the whole table away in the tip. Please contact our team at aftersales@kettler.co.uk and we will be sure to see if we can help. Please don't hesitate to reach out to us if you have any further queries. Thank you. Sincerely, Kettler GB

Posted 1 year ago

“Not impressed at all with the service provided”

Posted 1 year ago

Thank you for taking the time to let us know about your experience with Kettler, Bernard. We apologize for the issues you encountered, and we appreciate the feedback you have provided. It's important for us to understand what we can do to improve the service we provide. Could you let us know what are some areas we should focus on to make sure this type of experience doesn't happen again? Thank you for your time and feedback.

Posted 1 year ago

“well how disapoined am i we bought a RHS bench from our local garden centre 3years ago and covered and elevated it in the winter to find this year that the end seat support bar has completely rotted. We rang the company Kettler to ask for any help they can give us but they were not interested. it was so rotten the screws just fell out ,we sent pictures .On there web site they say they use hard wood but if they did it would not have rotter like it has in 3 years . we have taken it to a joinery company to fix it as we cannot use it as it is .Not good for a bench to only last 3 years ,and poor customer service. very disapointed especially having the R H S logo on the bench”

Posted 1 year ago

Thank you Susan for taking the time to share your experience with us regarding the bench from Kettler. We are sorry to hear about the disappointing results with the bench to only last for three years, and also about the customer service you experienced when asking for help. We apologize for this experience, and although the product is 2 years outside of the manufacturers warranty, we would really like to see how we can help. Please can you contact our team at sales@kettler.co.uk addressing this to the Customer Service Manager, Dean and we will gladly see if we can supply parts or a different resolution to the reported issue. Thank you for your valuable feedback.

Posted 1 year ago

“I have not received this yet What is going on?”

Posted 1 year ago

Thank you so much for your feedback, Roger. We really appreciate you taking the time to share your experience with us. We are sorry your order hasn't arrived yet, however the stock is arriving with us towards the end of April so we will have your order allocated as soon as possible. Thank you for your patience.

Posted 1 year ago

“I like the deluxe panasol but quality and customer service was poor. One of the top rails had a significant dent in it, which we managed to tap it out enough so the runner worked. The kettler badge was upside down and wonky! Where is the quality control? Customer service advised me to take outside a hairdryer and heat the badge and the glue will soften and I can turn it round myself! They couldn’t care less. They refused to offer any goodwill gesture. And a £1500 product!”

Posted 1 year ago

Thank you so much for sharing your experience of Kettler with us! We are sorry to hear that the quality and customer service were poor; no one deserves to have such an experience with a product they purchased. We would like to learn more about you and your experience with us; could you please share more details about the quality issue you had with the top rails, and what kind of goodwill gesture you were expecting? Your feedback is essential for us to provide a better service to our customers and we would appreciate it if you could help us out. Thank you for your time.

Posted 1 year ago

“After several years and eight replacements of our table and bench, Kettler eventually agreed to replace it with a different table and bench type. This was last year. The finish of the table was not good, the paint had run in between the panels and the edges of the panels hadn't been painted anyway. Feed up by now I thought sod it, I'll keep it. You then have to buy a water-resistant spray for it which I applied twice as instructed. And, as instructed was told NOT to cover it as "it needs to breath". The colour is now terrible so now I have to buy a colour remover to get the remaining bits off and buy the colour to reapply. It's not a year old! Even this questionnaire is poor - I have made numerous phone calls and emails. The staff who I have spoken to have always been courteous, polite and as helpful as they can be. But try speaking to Manager. So the staff have to say I'm sorry that's what I have been told to say. Appalling. This email inviting my review arrived today ten minutes after an email saying my order has been dispatched. What order? I ordered the remover and restorer over three weeks ago and it arrived a few days later. So why did I get a "just dispatched" email this morning? This just about sums up this company”

Posted 1 year ago

Thank you so much for your honest feedback, Mark. I'm extremely sorry to hear that your experience with Kettler has been so frustrating. It's unacceptable that you have spent so much time and money on multiple replacements and extra products to try to fix the problem. We truly appreciate you taking the time to share your story and your opinion of our service. We apologize for the vast inconveniences you have experienced with us and will be sure to take all of your feedback on board - your input is invaluable to us. We will work hard to ensure that no other customers have to go through this level of frustration.

Posted 1 year ago

“I had a table tennis table delivered without any tools and lots missing so can’t put it together”

Posted 1 year ago

We are very sorry to learn that you had a table delivered without your fixing kit. Please contact our team on sales@kettler.co.uk and we will be happy to get this resolved as soon as possible for you.

Posted 1 year ago

“I ordered a Palma Luxe sofa and armchair set online during the Black Friday promotion on 28th November. You accepted my order and took payment in full. (Order No 37200) I had no subsequent correspondence so a week or so later I called to enquire about delivery. I was then told my order couldn't be processed because you had run out of stock. I dealt with a very helpful lady who, like me, couldn't understand why your systems had accepted my online order which you couldn't fulfil. She asked her manager if there was any way of compromising on the then offer against new stock in January. He declined to make any gesture to recognise my disappointment and required the lady I spoke to on the phone to apologise but refuse to honour the proposed online transaction in any way. I have to say she was very polite and seemed genuinely sorry for my disappointment, and not a little confused as to how it had happened. I eventually got my payment refunded but one wonders how long you would have kept payment had I not chased. So contrary to the email inviting me to comment on my recent purchase from Kettler, I haven't successfully bought anything. I am therefore unable to recommend either my experience of dealing with your company or the product itself because didn't get the one I tried to purchase. The fact that your computer system both accepted an order for a product you no longer stocked and sought a review from me on the false premise that I had bought it, gives me no faith in your sale and order systems at all. Richard Probert”

Posted 1 year ago

Thank you for your review, Richard and we are sorry to learn of the issue you experienced whilst ordering once of our Black Friday products. We can only assume that the issue was caused by an internal software fault and we apologise for the disappointment that this has caused. We are pleased that your refund has been received and hope that you are able to find a suitable alternative for the product you wished to order.

Posted 1 year ago

“We purchased the Charlbury 6 seater dining set and winter cover. We were initially impressed but 3 years on and a few weeks out of warranty the rattan in the table top started to disintegrate. Customer services had no interest and just stated that it was out of warranty. This is poor quality furniture sold at a high premium, we paid almost £2000 for the set and had we been told it had a three year life expectancy we would have bought from a better quality brand. I am planning on displaying the table top outside of J. Lewis Chichester next spring so that others can make an informed choice.”

Posted 1 year ago

Thank you for your review and we are really sorry to see the issue that you have experienced with your table. I have shown your images to the Customer Service Manager and he has advised that someone will be in touch today to discuss this further. Once again, please accept our sincerest apologies for the issue that you have experienced with your table and we will get a suitable resolution to you as soon as possible.

Posted 1 year ago

“whilst the products are good I am very disappointed in the return/refund policy. After returning some lamps, at my expense, the refund amount was then also reduced by £99. Overall this was an excessive deduction for a brand-new product that was immediately returned.”

Posted 1 year ago

Hi Chris, Thank you for your Review. I have looked into this and can see that the reason that the whole amount of your initial order hasnt been refunded is because we have only received 1 product returned. On your original order, you purchased 2 heaters ( One Over Hang and One Table Top) and we have only received the overhang one back as a return. The £99.00 which we have not refunded is for the Table Top Heater which we have not had returned. If this is incorrect then please get in touch with our team as soon as possible and we will gladly look into this further for you.

Posted 1 year ago

“Bought covers for Palma furniture and firepit table. They have completely faded from mid grey to pale grey/mauve in just one summer. They look dreadful-Contacted Kettler who after several emails simply didn’t want to know. Customer service is appalling. The photos show what they advertise and what it then looks like, avoid paying for Kettler branded covers”

Posted 1 year ago

We are sorry to read that you have had this experience, Dave. We have shown your images to our Customer Service Manager and he has advised that he will have one of his team contact you today to discuss how we can get this resolved for you.

Posted 1 year ago

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Kettler is rated 4.4 based on 2,087 reviews