Dawson's Department Store Reviews

I ordered a pair of pillowcases from Dawsons and the description on the order note described them ‘Sanderson Palm House Botanical GREEN Pillowcases standard’ however, they arrived and are plain cream with and embossed edge. I contacted customer service who said they were correct, but I queried why it described them as GREEN. They agreed to a refund if I return the incorrect pillowcases, but will not pay postage. I am very disappointed as their description was WRONG and they just said “sorry love” I did not see a picture of cream pillowcases from when I made the order on their website now. Do not use this company unless you want stress and disappointment.

Let's start with the positives. The product, a ltd edition yellow Gozney Roccbox pizza oven, is amazing, but that's nothing to do with Dawson's. When I raised my complaint Dawson's have been quick and frequent in response, but that's all the good stuff. When I ordered the item I asked for a Friday delivery because I knew I would be in to receive it. This was ignored and it was shipped immediately. Great you would think, amazing customer service. Not so. Done purely and simply because they knew that Gozney were about to reduce the price of the Roccbox by £80. When I discovered this 48 hrs after receiving the item, I asked for the difference to be refunded. Told no. Contacted Gozney directly and they said they would either have refunded or offered store credit to the difference. Dawson's still said no. They argued that a ltd edition colour meant it retained it's value. Yet I was then able to provide evidence of other stockists reducing the exact same product in line with Gozney's actions. Strangely enough at that point Dawson's have stopped communicating with me. Don't allow yourself to be ripped off, look elsewhere.

Placed my order with Dawson's and it was dispatched within 24 hours, With A reputable courier company at a modist P&P charge. Item arrived really quickly which was great, what was less great was when I opened it, it was broken in two, I assumed it got damaged in transit. Now what I wasn't expecting was what followed, I sent an email to customer services on Saturday, with it being a bank holiday weekend I wasn't expecting a response till afterwards. To my surprise I got a response within five hours apologising for the damage in transit and advising they will send a replacement product ASAP, the product was dispatched on bank holiday Monday and received on the Tuesday, it's not what happens that causes of failure it's how the company can recover from it and I have to say the service level was not expected but I received really good customer service and a prompt replacement delivery. I could not award this company anything less than five stars because sometimes things do go wrong but clearly they're committed to providing great customer service and ensuring things are put right quickly.

Hubby and I were impressed with the unexpected free delivery within less than 24 hours, via DPD, Eric was lovely, accommodating and polite. We were also impressed with the extremely competitive price of the products and more importantly how well we chose. We’re so happy with how the benches look and they were so easy to construct. Process of ordering, delivery, construction completed within 24 hours, plus two very happy customers. Have shared this company and product link with many, my parents so impressed they’re thinking of ordering too.

Cheap and shoddy garden bench, developed multiple cracks after 1 year. Company refused to honour manufacturers 3 year warranty, claiming that the bench must have been "handled roughly or dragged". Given that I am a wheelchair user and physically incapable of handling or dragging a bench that weighs more than I do, and it has been in a sheltered private garden, this is as ridiculous as it is callous. I have reported this to Trading Standards and would advise others against buying anything from these cowboys.

I ordered a garden bench and after being informed that it had been received by DPD for delivery. On tracking I was informed by DPD that it being returned to Dawsons as it was damaged. Upon ringing Dawsons they told me they would check and then told me they would send me another one on next day delivery. This duly arrived. great service.

Absolutely delighted by this store. Bought a coffee grinder over half price that is superb quality. Delivery was very prompt and service excellent.

Bought some Denby White to replace a few damaged or chipped items, at a price that was considerably below that quoted on the Denby website. Paid for the next day delivery which was (in my case) worth the added expense. The whole experience was five star. Can't recommend them enough.

We ordered some spare Denby plates which arrived very quickly and were extremenly well packed at a good price too. The whole experience was just excellent.

Excellent experience buying a £7000 garden furniture set online, from their communication and delivery to their excellent after sales customer service. Louise is a 10/10 credit to the company and I wouldn’t hesitate to buy from Dawsons again.

Ordered garden furniture in sale on Sunday afternoon 19th January 2025. I emailed customer services to check delivery date and Louise responded at 3.39pm that day to confirm free delivery on Tuesday 21st January. Driver phoned 20 mins before delivery on the Tuesday. When unpacked on the Wednesday we realised a chair was damaged. I called and the support team who asked for a photo and arranged a replacement to be delivered on Friday 24th January. Replacement arrived as promised and damaged chair taken. All staff were so helpful. I could not fault this company. Excellent customer service and beautiful garden set at very competitive price. Thank you

I urge people to think twice before using this store online. I ordered some Villeroy Bosch coffee cups which was the wrong size but decided to keep them as this was my error. I called the store and spoke to an Assistant who gave me the correct code number and advised the size was the bigger version. On arrival they were smaller than the original. Called Customer Support and emailed. Their response was aggressive, unprofessional and poor . They wanted me to pay for the return even though I was given the wrong code and advice. There are better online companies to order this make and have a more professional and better customer service/support.

Horrendous customer service!!! Appalling telephone manner!!! We do NOT recommend this business!!!

Bought a bean to cup coffee machine last week. Does not give out the aroma of coffee. Taste of coffee not good as well, despite using one of the most expensive brands, either powder or beans. Want to return it but they refuse to take it back as it has been used! Well, how can we know we are not happy with a product unless we try it out, please? And we should have statutory rights to return a product within 28days of purchase if we are not happy? Poor quality Filter handle already snapped just as I lifted it! 🤦🏽‍♀️

Bought this Crucible pool table set on line through Dawsons in Clitheroe in June 2024. Very poor quality item. Sent images of fraying table covering from first unpack to Dawsons who appeared to be on it to arrange replacement, however after months of chasing retailer one excuse led to another, one delivery date moved to another, rain proof covers leaked on first rains in July and Hartman refused to replace them. Took weeks of back and forward to get replacement covers set to be told I should put something under them to angle and let rain flow off. Fair enough so they are not rain proof then! Final insult came in November (still no replacement) when Hartman sales prevention services sent an email reply meant for the retailer to me and the level of excuses in that email trail going back to June were shocking! Well done Hartman on evidencing to me how you simply don’t care. Ian at Dawsons was apologetic and agreed in email that compensation would be looked for the inconvenience throughout this whole episode and once the table had been exchanged it would be sorted then - all evidenced on email. Replacement eventually arrived late December with return of original completed January to then be sent email from Ian saying they would not now be offering compensation. I did reply asking if he was sure that was their final position given the offer was about the inconvenience and time it took, tumbleweed moment and no reply! Shocking service and that’s giving it too much credit, non existent support with no follow through on what is detailed in an extensive email trail. Buy from this retailer at your own risk!

Great customer service. Great price. Responded very quickly and changed my delivery date as per my request. Delivery was well packaged and handled with care by the DPD delivery driver.

I was sent a damaged Sage risotto plus . At over £100 these machines are treble the cost of their competitors so I expected something special… not someone’s reject. I sent photos, they’ve confirmed they have received the item back but are in no rush to refund me . Will never with them again 😡

I ordered a RHS King Size Duvet Set from ( Just Linen ) via Dawson,s Department Store . I have just received my order exactly as described and at an excellent price.

I ordered Villeroy & Boch Ovid red wine glasses. The photo clearly showed the V & B logo on the glass. When they arrived I found it was not etched, rather a sticker. When I raised this with the company, saying the photo was misleading, they responded that I should have been able to see a faint rectangle around the logo. Even on full magnification on my laptop I can't see this! Lovely glasses and a fast delivery but the product photo is misleading.

Ordered logs they gave their courier the wrong address asked for the order to be fulfilled but thye ignored my request and issed a refund. No apology and absolutley no customer service.