Kettler Reviews

Name: Kettler
Rating: 4.40

4.4 Rating 2,485 Reviews

85 %

of reviewers recommend Kettler

4.4

Based on 2,485 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 88%
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

Visit Website

Phone:

01527 591901

Location:

Merse Road, North Moons Moat, Redditch
B98 9HL

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Anonymous // 01/01/2019

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

“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”

Helpful Report

Posted 2 years 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 2 years ago

“Had our barbecue less than 5 years, the wheels and feet came off at different stages of moving it around the garden. Clearly not suitable for purpose or up to Trading standards. The spit kept slipping and when I contacted customer service they said I had to produce the receipt. My brother ( recently deceased) bought me this but their was no compassion or leeway from the customer service manager as to why I could not produce a receipt from my dead brothers email address and he would not offer any concession! If this barbecue didn’t have sentimental value I would tip it! Also not a single response from the Director! Extremely poor service! I REALLY WOULD NOT BOTHER BUYING ANYTHING FROM THESE AGAIN.”

Helpful Report

Posted 2 years ago

We are sorry that you have been disappointed with our response to your claim, S. As explained to you by our team, the reason that we cannot meet your expectation with supplying free parts is not solely due to you being unable to provide a receipt, but that it has been confirmed that your product is over 2 years outside of the manufacturers warranty. You have a 2 year warranty on the product for any functional fault however, as you have stated in your review the product is nearly 5 years old. We hope that you do get to enjoy many more uses from the product with your replacement parts and once again, we are sorry for the disappointment that our response has caused.

Posted 2 years ago

“Shocking. NEVER, EVER BUY FROM THIS COMPANY. Six months on I'm left with a defective product that cost over £600. No-one is taking responsibility. I have lost count of the number of emails and phone calls I have made to resolve the issue. Poor build quality on Kettler outdoor box, struts jammed on both boxes that have been delivered, replacement sent to wrong address two times, missed delivery days, don't return my phone calls etc, etc. The manager Dean Byford has repeatedly promised to call me to discuss and never has - it's beyond belief that a company can operate and make a profit when they behave like this. Customer first is not a concept this company understand, they choose to grab your money and run”

Helpful Report

Posted 2 years ago

“Purchased on the 9th of August from White Hall Garden centre. Please see attached pics of the delivery of the furniture. I had one package with one cushion which was full of condensation and the cushion smell was disgusting and discoloured. I made White Hall Garden centre aware and after weeks of no replies, I now get replies asking for more photographs as Kettler won't supply a new cushion. I should have returned all of this furniture immediately instead of assuming as I bought a Kettler product there would not be any issues with a replacement cushion. Thanks Paul”

Helpful Report

Posted 2 years ago

Thank you for your review, Paul. We are very sorry that this has been delivered to you by one of our retailers in this condition and we can certainly appreciate why you are disappointed and frustrated. Please can you contact sales@kettler.co.uk using the reference RDNB-WGC in the subject with your full contact details and we will gladly get this matter resolved for you. Please address the email to Kate who is a lady in the After Sales Team who will be in touch.

Posted 2 years ago

“If Sales bothered to read my email of earlier today you'd know the chair hasn't been delivered yet!”

Helpful Report

Posted 2 years ago

Thank you for your feedback Peter. I was sorry to hear you have not received your order. Unfortunately, we have not yet received any email correspondence from you in our inbox. One of the team will be in touch via email to discuss this further with you.

Posted 2 years ago

“Appalling customer service and shockingly bad quality for what is advertised as a premium product DO NOT BUY FROM THIS COMPANY. Bought a metal garden storage box at £600+ through a vendor. When we assembled it we found it had the wrong piston arms provided, they were jammed and the lid of the box was damaged. Waited months for a replacement (plus a 3 week delay where the courier company lost the delivery because Kettler provided the wrong address to them). A quick Google search had shown that other customers had had the same issue with the piston arms, therefore we specifically requested the product was checked before dispatch. The replacement arrived with EXACTLY THE SAME ISSUE but this time the sides of the box were of such poor quality that it took 3 people to force it together. I have lost count of the number of phone calls and emails I’ve sent chasing a resolution and have been blanked by the manager who is supposed to be dealing with it since 2 Sep. Interestingly, the Customer Service Agents who have been involved have been very professional but do not seem to have the power to resolve the issues. Perhaps the managers should be sacked and replaced with their team who know a few things about Customer Service. Overall, we are DISGUSTED - this company just want to take your money and couldn’t give a monkeys about providing a quality product or good service. Warranty Claim Approved WC1021648”

Helpful Report

Posted 2 years ago

“Product did not arrive despite chasing TNT/Fedex and appears to have been stuck at a depot in Huntingdon with no effort made to deliver.”

Helpful Report

Posted 2 years ago

Thank you for your review and feedback. I was sorry to hear about the issues with your delivery. I understand your order is now being returned to us for a full refund. We will contact you via email with an update on your refund as a matter or priority. If you need any further assistance in the meantime, please contact us at sales@kettlerdirect.co.uk.

Posted 2 years ago

“I purchased 2 Elba corner sofas last year with Kettler’s own covers. They look stunning, but unfortunately the cushions are really not suited to the UK climate as they absorb water in even a light shower and if they get caught in a downpour the cushions foam. They take a very long time to dry out and when they do there are white scummy marks which don’t clean off. In addition the waterproof covers aren’t fully waterproof! I have taken this up with Kettler and their response was to bring the cushions indoors when not in use, not really practicable for 2 large sofa sets and which defeats the object of having outdoor furniture. In response to the issue with the cushions, they said they would send replacement covers, which doesn’t really answer the underlying issue. However I have been waiting 10 months for these and they are now saying that they won’t have them until at least March 2023, despite still offering the sofas for sale. Their service was initially responsive, but now is non-existent. Really disappointed.”

Helpful Report

Posted 2 years ago

Thank you for your review and feedback. I was so sorry to read your comments and I can appreciate the disappointment this has caused you. Our protective covers are advertised as water-resistant, they are not fully water-proof. Protective covers should be used to protect the furniture from UV light, frost, tree sap and bird droppings. They should not be used to cover the cushions for long periods of time. We recommend storing the cushions indoors when not in use to prevent any damages commonly caused by turbulent weather. In regards to the replacement cushion covers, I can only apologise for the delay caused by further stock issues. Once we receive the stock, you will be contacted as a priority to arrange your delivery.

Posted 2 years ago

“Shocking customer service, hole in rattan weave after a few weeks on sun lounger due to clear manufacturing fault, obstinate customer service department will not accept despite submitting clear photographic evidence.”

Helpful Report

Posted 2 years ago

Thank you for your review and feedback Mark. I was sorry to read your comments. I understand that you have been in contact with our After Sales team, we have advised that this has been damaged which has caused the weave to come undone, therefore we cannot process this as a warranty claim. If you would like to discuss this further, please contact our After Sales team at sales@kettler.co.uk.

Posted 2 years ago

“Absolutely shocking customer service, 3 year warranty is worthless. Rattan furniture has torn on corner due to clear manufacturing fault but Kettler claim accidental damage despite clear photos showing the reason for the failure. Avoid this company as they are not prepared to stand by their reputation.”

Helpful Report

Posted 2 years ago

Thank you for your review and feedback Catherine. I was sorry to read your comments. I understand that you have been in contact with our After Sales team, we have advised that this has been damaged which has caused the weave to come undone, therefore we are unable to process this as a warranty claim. If you would like to discuss this further, please contact our After Sales team at sales@kettler.co.uk.

Posted 2 years ago

“I haven’t been able to use it yet as my Everdure Hub 2 BBQ has broken !”

Helpful Report

Posted 2 years ago

Thank you for your feedback Glenn. I was sorry to hear about the issues you have had with your Everdure Hub II Barbeque. Please contact us on 01527 591901 or at after.s@kettler.co.uk if you require further assistance.

Posted 2 years ago

“Very poor indeed: no goods have arrived”

Helpful Report

Posted 2 years ago

Thank you for your review and feedback John. I understand this has now been delivered following the delays with Royal Mail due to the recent strike. If you require any further assistance, please contact us at sales@kettlerdirect.co.uk.

Posted 2 years ago

“My table I had with you is marked . Can’t put a cup on it without a ring being left !!! It’s awful payed a lot of money for furniture which I thought would last wen I complained they sent new slats but tbh have no looks on it now”

Helpful Report

Posted 2 years ago

Thank you for your review, Janet and we are sorry to see this issue. Your details have been passed onto management who would like to make contact with you to address these reports and offer a resolution for you.

Posted 2 years ago

“I ordered a cover for my brand new Kettler Palma Fire Pit table on 22 July in good faith. Apparently TNT couldn’t find my address (no other delivery drivers have an issue and there’s only 6 houses in our postcode). I chased Kettler on the 27th they said they would dispatch it via the Royal Mail and that it would arrive Tuesday 2nd August. Today is the 3rd August and it’s not here still !!! My thoughts, the Kettler furniture is good but the customer service and their delivery side are awful. If you can get what you want from Somewhere else I would advise you to do that.”

Helpful Report

Posted 2 years ago

Thank you for your review and feedback Janice. I was sorry to hear there were issues with your delivery. I understand the replacement has now been delivered, if you need help with anything else, please feel free to contact us on 01527 591901 and we will be happy to assist you.

Posted 2 years ago

“It didn’t arrive”

Helpful Report

Posted 3 years ago

Thank you for your feedback Katie. We are sorry to hear you have not yet received your order. One of the team will be in touch to resolve this with you shortly.

Posted 2 years ago

“We purchased furniture costing more than £3000 last year to find it has faded considerably despite claims it is UV resistant, maintenance free and will not fade in quality. Kettler aftersales have continually suggested that we use different products to restore it - This has not worked - they then stated that we must have cleaned it using a material that removed the coating - a totally untrue and frankly disgraceful assumption. At every turn have been fobbed off with excuse after excuse. Poor quality furniture and customer care.”

Helpful Report

Posted 3 years ago

Thank you for your recent review, Tara. We are incredibly sorry to learn that you are disappointed with the service that you have received and also the furniture that you have. Since receiving your review on this site and Trust Pilot, our Customer Service Manager has requested that you contact him directly to address the issues in your review to hopefully reach a satisfactory resolution, and for you to be able to enjoy the furniture that you have. Please contact our team at sales@kettler.co.uk using the subject TP0408DNB with your contact details.

Posted 2 years ago

Update: 08/08/2022 Since receiving your review, I can see that we have been in touch with your husband to replace the table slats free of charge so that you are able to enjoy using your table for years to come. We hope that this has gone a little way in restoring your faith in the Kettler brand.

Posted 2 years ago

“We bought two Elba Loungers. In the heat of a month or so back the edging warped and the lounger needed replacing. Customer Service was good though and a replacement appeared after a few weeks. Another bout of Sun last week and that failed in the same way after only two days. Now there is no stock available until 2023 apparently. Given the cost, the quality issues are disappointing to say the least. Will be returning the second failed one and the other one that so far seems OK as one lounger is not much use.”

Helpful Report

Posted 3 years ago

Thank you for your review and feedback. We are so sorry to hear about the issues you have had with your order. I understand you have been in contact with the retailer in regards to your return. If you require further assistance, please contact our After Sales team on 01527 588997.

Posted 3 years ago

“We have yet to receive our order”

Helpful Report

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

Kettler is rated 4.4 based on 2,485 reviews