Kettler GB Arvostelua 

I had to contact customer services at Kettler. I was really surprised and delighted with their response. They were friendly, professional and helpful. I would definitely recommend their products and service.

Great products, terrible service! Bought a Kettler dining table and chairs from a local garden centre and were delighted so we decided to get a garden sofa and chest to match.

The garden centre could not help so tried to call Kettler - it took two days to get through to be told they had no idea who might stock these items. I found them online from great suppliers.

We then realised we needed a parasol and the Kettler website had what we needed! I ordered it and a cover and received a confirmation. I wondered why I had been charged £48 for delivery and not received details of delivery, so I tried to phone again . . .

After hours of hanging on the phone I was told the delivery charge was for the heavy base, but it did not have a base and the website advertised “Free Delivery”. After a lot of waiting I was told the delivery charge was for all parasols, even though the website headlined free delivery. So I asked when it would be delivered and was told Spring 2027!!!! Six months!

I asked for my money back and was told it would take up to three weeks - it took a week. No apology from the company.

Hi ive been trying to email Kettler.
I tried email sales@kettler .co.uk
Can Kettler please let me know and email address, I can contact you on please . Regards Mr D Smith

I purchased 4 cushions but needed to return, they say you have to return within 14 days, I messed them on the next day I received them, but no reply, so messed again a few days later then waited again, then a few day after that, they messaged to say, when do I want to return, I messed again to say I want to return straightway as I need you to send me the authorisation code and the return address, but still no response back, it now past the 14 day returns policy, now worried that if I return, they will be return them back to me at my expense, as they say on there returns policy website

Bought a lovely set for over £2000 within 6 months many of the table panels had split to two, peeled and cracked.

Asked for a replacement, they won’t respond for 5 days, they then organised a replacement.. many weeks late, a new table turned up. It was severely damaged and unusable… they had taken out original leaving us with just chairs..

I’m now in the queue again waiting for the 5 days to pass for a response having already waited 5 days to be told they can’t refund..

Don’t recommend based on quality or service unfortunately

I had a problem with a part for a new garden parasol stand which was replaced promptly and without fuss. Absolutely excellent service, thank you.

Problem 1
April - contacted Kettler to say some garden chairs were rusting under the front bar. Some, not all, chairs affected.
>> Told out of warranty so I should repaint, but they can't supply the paint.
Asked what the colour is so I can get it myself.
>> Told Iron Grey RAL 7016. Bought the paint, put it on. It's a different colour!
No response for 2 weeks - then they insisted the colour is correct. Eventually sent another chair, which was nice but I'd rather have had the correct paint (or even better, no design fault so repainting wouldn't be necessary).

Problem 2
June - the pole holding the parasol up bent 90 degrees (flat on table) when the parasol was caught by a gust of wind... Contacted Kettler. Sent receipt. Told this is not a fault... so I paid for a new pole
>> Wrong size sent.
Contacted them again to say pole doesn't fit. They insisted it did fit... I sent photos. No response. Went online and bought the correct size myself. Asked for a refund for the smaller pole they sold to me. Eventually they agreed - but as yet no refund has appeared.

The above issues have taken so much time and effort... Three months of numerous calls where the phone was never answered, emails sent and messages left with very slow response... having to chase all the time... A total pain! I will think twice before buying Kettler again.

Quality issues
Chairs
The bar that runs along the front of the chair bends when there is weight on it (i.e. someone heavy sits on it)... This bend causes the paint to crack. Water gets into the cracks, which then rust. This would seem to be a design fault.

Parasol pole
The metal this is made of seems to be too soft, resulting in the pole bending at the point it comes through the table when the parasol was caught by a gust of wind... The pole ended up bent 90 degrees flat on the table. A more solidly built pole would be better!

So impressed with the customer service we recently received. Dean was so caring and concerned about the issues we had with one item not wearing as well as it should. We have two garden sets and a parasol and everything is still perfect after 5 years, except for a problem with one table top. It was replaced without question. I was both amazed and delighted! Dean was friendly, understanding of how upsetting this was, assured me I hadn’t done anything wrong in the care given to the item and seemed genuinely happy to sort this for us.
As soon as the Cora ‘lazy Susan’ comes back in stock, I will order that too! 😃

Contacted customer support about a problem with heat damage to the table we bought a couple of years ago. Dean replied immediately and sent out a replacement table top that arrived four days later. The kindness and efficiency were much appreciated after a period of ill health. Thank you again to the customer service team. We love the furniture we have and return to Kettler every time.

It's a month since my dining set was ordered and it's still not arrived. Despite multi attempts to contact them, they are not responding! I understand shipping can take time but at least advise a date!! any reasonably competent businesses can organise shipping or at least provided a proposed shipping date within a month. They take your money then go silent, I would not order from them again.

Asked for a replacement foot for table, a bit of a delay in response, being busy , and then part arrived promptly thanks to kat

Kettler furniture is excellent. Unfortunately their customer service falls so far below acceptable standards it renders them completely unusable as a company.
We were sent out the wrong item in early June. I initially called numerous times but nobody ever answers the phone. I left numerous messages. Nobody ever replied.

I then emailed and a week later they finally replied with a question. I replied immediately and then waited another week before they replied with another question. I answered again immediately and now over a week later have still heard nothing.

This is not the way to run a business. I've seen responses here saying they're extremely busy. This only tells me that either they're sending out the wrong thing or sub standard furniture at a really high level or they've massively under invested in their customer service department.

Kettler markets itself as a premium brand but the service they provide is beyond a joke. They make Ryanair look like market leaders in customer care.

STILL waiting for a replacement lounger. Dont order from this company because customer service is dreadfully slow. You cannot ring anyone so have to email. Then you get an automated reply and nothing else....then they send you an email over a week later with incorrect collection/pick up info and you are left with half an order having paid what you know is a lot of money. Your garden looks odd and you have nowhere to sit. I would add a photo to prove it but cant

Customer service is exemplary. I broke a spoke on a parasol a few years ago just days after buying it and although they don't sell parts, they had a rummage through some returns and found me what I needed and sent to me for minimal cost. I have recently noticed some bubbling on my table and although out of warranty have resolved more than satisfactorily. A company with actual values, and a creative and human approach to customer service, which is hard to come by these days!

Bought two KETTLER CORA SUNLOUNGER for £1,000. Boxes had missing parts, so unable to use. Have tried to call customer support for 2 weeks with no response; have also emailed on several occasions with no response offering a solution. Will wait another week before a last resort of contacting ombudsman. Very disappointing.

I ordered a sofa in April with delivery of 2-4 days. I didn’t receive it for 11 days and had to chase for a delivery. The sofa then arrived damaged. They scheduled a delivery of a new sofa when I had told them numerous times I would not be at home and now I am still chasing them 2 weeks later for a second delivery. The entire experience with customer service has been shocking. I have had to chase them every time and get automated responses. I regret buying from this company and will never use them again. I still do not have a replacement sofa.

I ordered a parasol and base that never arrived at the time it should and once received the base was very badly damaged. Contacted customer service, which in itself is a mission as no one answers the phone and you asked to call back later and Emails are not replied to. I was told a refund would be issued as they had no further stock. This has not been actioned yet and my emails are unanswered. Absolutely terrible customer service.

We had somehow lost a nut and washer off one of our Kettler chairs. This made it unsafe to use.
I contacted Kettler to ask if we could get any replacement parts. I was asked to send pictures of the table and chairs set, and the nut and washer to help identify which set it was from.
And within a few days the parts arrived, I was asked to confirm receipt. Which I did.
I think the service was excellent.

We ordered garden tables with the premium 2 person delivery service as an extra, to ensure these were safely and appropriately delivered to my elderly mother in her 80's.

The delivery people literally just dumped them in the first room they could - two enormous boxes in the middle of her living room floor.

It was totally unthinking, careless and dangerous. A clear trip hazard for an elderly person at risk of falls. I had to cancel my weekend plans and do a 4 hour round trip to move them out of her way to a safe place.

Kettler have made no attempt to compensate for the costs and inconvenience resulting from our horrendous experience.

We were going to order garden chairs but 100% I wouldn't choose Kettler again. Buy elsewhere I'd say. Not a good company.

Have tried to order a parasol pole for the last two weeks - listening to a jingle on the phone. Left messages to no avail. Have emailed in desperation and had a response - asking me to phone to make the order… so I’m left endlessly going round in a loop. Very frustrating, especially as the weather is so hot and we really need the parasol!
(Re quality
- the parasol pole bent and broke in a gust of wind, which isn’t great.
- several chairs have started rusting under the front bar. Out of guarantee so I called and was told to repaint. I was then sent the wrong Raal colour code, so all the touching up I needed to do stands out like a sore thumb!)