The problem with the log splitter I purchased was efficiently dealt with by a young lady who did not know the answer. She did arrange for a call back from the engineer and was very pleasant. The engineer quickly solved the problem and gave good advice but seemed in a bit of a hurry to finish the conversation.

Great quality and price. All together, great service.

Extremely disappointing experience.

Bought a £200+ artificial Christmas tree direct from the company after seeing the same model on Next, expecting good quality and reliable service. The advertised £15 discount code didn’t work, and I was later told I needed to create a new account and log in a certain way — none of which was stated anywhere.

Delivery was advertised as 2–3 days, but that passed with no updates. Tracking was useless and completely static. When I chased them, I was suddenly told it would actually be another 4–6 days — meaning almost two weeks from order date. It’s now December and still no tree, while the kids ask why nothing is up yet.

Misleading delivery times, unclear discount process, and poor communication.

Won’t be buying from them again.

* Update to Charles Bentley response, in no way does it clearly set out that you need to log in and set up a new account to get their advertised discount, if it was a clear as stated, then why did I not do this! Reason, as it is not clear! Error code when submitting and why would you need to set up a new account when a code provided should work on checkout without an account creation., especially given you are pricing your full details for delivery in any case!

Additionally no option on express delivery! Quoted as 2-3 days as standard, not 4-6 days as stated. Melon their website will confirm that. Further, 2 days after purchase I get an email confirming item despatched, a week on from that email, still no delivery. This is beyond the 4-6 days they are backtracking statement about. If revived a notification of despatch and I am based in the Uk as they are, then why over a week later I am still waiting on the item arriving. Is it arriving by horse and cart? Unreliable company that seriously need to look at their delivery process, especially with an item required within the stated timeframe.

Bit of a grim company to deal with . Just play hard ball . Shame really . After reading recent reviews I'm happy they didn't want to take my money . Lucky escape really. Well done you guys

I have previously had Charles Bentley chimineas and after a lengthy wait (as the item was constantly out of stock) I bought a new one. I only used it a few times to cure it and then the summer was over. The other day, we had our first frost so I moved it indoors. The clay and paint began to crumble in my hands as soon as I picked it up. With just one night in the frost, I'm shocked by this; if anything, I assumed it would have simply cracked instead of completely crumbling. Really disappointed for £65.

Purchased a 8ft pre lit Christmas tree. Expensive at over £300 but the photos looked amazing on the site. Today, opened the box and set the tree up for the kids and to say it looks nothing like the photo is an understatement. We decorated the tree to see if it made it look better, it looks okay but not like the website photo. The website makes the tree look very full. Whereas in reality it’s a lot more sparse!

Ordered a £299 pool table. Box fine but upon opening there are cracks in 2 different places to the wood chip side and a scratch on the top material. Overall - pretty cheap looking product for price.
Only way to contact them is via an online contact form.
Returning product would be completely impractical as the delivery van barely fitted up our drive.
I will wait to see how long it takes them to respond and what recompense is offered before updating this review.
Very disappointing this far!

Update: A very speedy response from Charles Bentley customer service offering a £50 refund or return for refund, I have accepted the former.

So I have updated this review to 3 stars for their cracking customer service not the product.

I ordered a kitchen bin and I am delighted with it , I had two bins back to back but this is a complete unit stylish and fits perfectly in the space .
I can now say I have a posh bin !
It came within the time given and was packed very well.
I would recommend this product.

On their website, Charles Bentley proudly states: "We pride ourselves on beautiful design, exceptional craftsmanship & first-class service. However, you don’t have to take our word for it, browse through our feedback from thousands of happy shoppers…"

Well, consider this feedback from a deeply unhappy shopper. My experience involved none of their proclaimed values.

I bought a £75 Charles Bentley sensor bin, believing I was paying for "exceptional craftsmanship" from a long-standing British brand. The bin's electronic sensor failed just over a year after I bought it. So much for the quality.

When I contacted customer services for "first-class service," I was met with a brick wall. Their final response was a cold, corporate brush-off: "...as your request pertains to an item that is beyond this timeframe, we are unable to provide assistance in this matter."

A one-year lifespan for an electronic household item of this price is frankly pathetic. Charles Bentley is hiding behind a minimal warranty period to avoid responsibility for what is clearly a faulty product. They are trading on a reputation that their current products and policies do not live up to. This company did not provide beautiful design, exceptional craftsmanship, or first-class service. Avoid.

I bought one of their brooms in Aug 2024, from their storefront on Amazon. Today, after only using it a few times, and whilst sweeping my driveway, the handle just completely crumpled, despite the fact that I had applied very little force. I contacted customer services, sent a photo (and offered to send the CCTV footage of it breaking) and explained that I did not consider that the quality was acceptable, and that what they are selling as a premium product should not fail so quickly or easily. They responded, telling me simply that it was outside of the 1 year warranty, and so they would not deal with the matter. If you are in the market for a broom that snaps after being used half a dozen times, I'd suggest getting a three quid one from a local pound shop.

I bought the Charles Bentley Bulldozer broom in February because it was advertised as heavy duty and I wanted to support a UK company rather than buy cheap overseas. Big mistake. After just a few months of light use brushing down my Indian sandstone patio, the collar attaching the handle to the head snapped.

For something that claims “no job is too big,” it didn’t even manage the basics. I contacted the manufacturer hoping they’d at least offer a replacement collar, but the support was just as underwhelming as the product.

Honestly, this broom is more fit for sitting in the shed than doing any real work. Very disappointed.

Very poor experience with this company. Order never arrived, nor did any explanation as to why it hadn't arrived. It took me to reach out to them weeks after the due date for them to say that they wouldn't pay to send the package from England over to Northern Ireland. Only God knows how long I would have been waiting for them to tell me this of their own accord, or if they were just hoping I would forget about the money. Will not be using again.

We ordered a bbq in enough time so we could have our family and friends over on Sunday 17th August
The delivery was planned for the Friday 15th between 8am and 6pm.
I stayed in all day waiting for them.

I emailed the company this morning and finally got a response back saying the delivery driver ran out of time,??? ( no doesn't make sense to me either ) next planned delivery is Monday when no one will be at home
Useless company I would never recommend them or order from them again, and if people have any sense do the same if you want your item in time for a planned event

Charles Bentley sent me the wrong garden table and when I tried to ask for the correct one to be sent, they emailed me to say they're sorry I'm unhappy with the quality of the product. No offer to collect the wrong table or to provide the table I did buy. And, of course, no phone numbers so you can't even try to work out the problem over the phone.

**Update** A date and time for the correct table to be delivered and the incorrect item collected is being arranged.

I recently purchased an outdoor broom via a supermarket (Aldi or Lidl) largely because it looked sturdy and it was one of their special aisle offers.
The broom has barely been used but the bracket that secures the handle to the brush has cracked, causing the broom to swivel and rendering it unfit for purpose.
I asked Charles Bentley customer service dept to send me a spare part so I could fix it myself. In fairness, they responded quickly, but merely told me to buy a spare part on Amazon or eBay. I've checked, and the part costs more than the broom did initially!

Really pleased with our large garden mirror. Creates a very attractive illusion of more space and light. Delivered on time by DX, in excellent protective packaging. Very easy to mount on a wall or sturdy fence, just needs two screws.

PS - the description of "shatterproof glass" is justified. Strong wind snatched the mirror from my hands while mounting, and it fell to the ground face down with a huge crash. I fully expected the glass to be broken, but it survived! If you have pets or rowdy children, this mirror is a safe choice.

Firstly, I cannot fault the company. They responded quickly and definitely tried to help. But they weren't able to. I bought the American charcoal grill and the thing is impossible to build. The instructions are illegible and the tray mechanism simply will not install in a way that it can actually be used. I have now just given up and will try to get some use out of it before I probably just buy another one next year and throw this away.
I feel it's over engineered to hide the fact its not the superior quality the price would suggest.
Buy something else that doesn't require a degree in astro physics just to assemble.

UPDATE
I said you cant fault the company, they have now sent me an assembled charcoal tray and handle. Totally FOC, didn't ask for it, they just sent me it. Unfortunately it turns out Ive assembled it correctly.So the actual issue is the tray does not go low enough for you to be able to add more charcoal. Which is one of its key features Great service, poor product.

BROKEN GARDEN FURNITURE - IMPOSSIBLE TO RETURN.
I bought my elderly mother garden furniture and paid a chap to build it. The garden furniture is broken and has turned yellow (Its light grey). Its broken in places it was manufactured and not by us. She dare not sit on it and wont use it. They say unless she dismantles it - well its tough (or we can have 150 pounds off... but its broken and yellow... and its already cost us 75b pounds to get it built!)

This is a fantastic company with good old fashioned customer service. I had a slight problem with my order and they responded immediately, professionally and with great communication along the way. I received a replacement the following morning and an arrangement to uplift the original order. No hassel or lack of communication here. My order is a heavy duty patio base with wheels, it’s terrific, such good quality, and well worth the money. At 37.5 kg weight this will keep my patio umbrella in place and secure. I shall definitely buy from this company again, thank you to you all at the firm!

Purchased an Aluminium patio set about 4 years ago.
Purchased because no rust issues.
Item looked after and always put in shed over winter.
The paint has started chipping off all over product.
Contacted Charles Bentley and they said due to general wear and tear.
Item poor quality and not fit for purpose.
Customer care really poor.
My advice is to avoid this brand.