Susie Watson Designs  Omdömen 169

Broken Teapot:

Staying with friends recently I managed to smash the lid of their lovely SW teapot. I rang and asked if they might have a replacement. Their polite, efficient service was impeccable. Yes, the had the replacement in the warehouse, and it was dispatched the same day to arrive the following, sparing me acute embarrassment with my hosts.

Such a pleasure to deal with a personable company in the way things used to be. Thank you.

I’m not happy with the customer service. I received an order and kept one item, discovered it had pulls in the fabric. Emailed 6 days ago with no response. I returned some items again a week ago., no refund. Ordered again and colour of item was not like shown on website, so returned. Now waiting for 2 refunds and a response to my email I sent. phoned twice only to teller an answer machine. Very disappointed

Bought material to make a blind with the idea of making curtains. So pleased I didn't buy all the material at once because the material has come with big snags in the middle of the material. It's should be classed as seconds in my opinion but customer service disagreed and said it gives it character and said it is good value for money.
At nearly £60 a meter with snags i wouldn't say that is good value. It's not the quality you would expect

We recently ordered three sets of curtains and two blinds for the refit of our master bedroom. Not only was the quality of the finished article excellent, but Jess from the Sherborne shop was just the most fantastic person to work with from start to finish.

She listened to the (very rough!) idea of what we were trying to achieve with the room in-shop and provided some initial thoughts of what might work. She then arrived later at our scheduled curtain measuring appointment and helped us to flesh these ideas out with her absolute treasure trove of samples, taking into account some of the non-SW wallpaper etc that we were keen to use, and came up with some combinations that really excited us.

When the curtains and blinds arrived, they were very easy to hang and they look and feel AMAZING!!! Curtains really can be the make or break of a room, and this whole experience has been a decided MAKE! We are so happy and cozy in our new room - absolutely delighted. HUGE THANKS to Jess and your whole team.

Yet again I have been struck by the quality of both the service and the incredible quality of the product. We had Jess from Sherborne help us with ideas and measuring and how to make the rugs and curtains fit with existing furniture etc. it was so helpful. The rose duck egg Shimla rug transforms the room bringing it all together. I’m a long time fan of the curtains, they are the total embodiment of comfort, quality and luxury without being flash.
Thank you ALL so much.

Christmas ornaments are beautiful, elegant designs, skilfully painted on both sides and have a high quality feel in a creamy, glossy finish. Packaging was excellent (unlikely there could be any breakage) and delivery was fast. Very pleased with purchase.

I ordered cups and as advertised on website saucers but was so disappointed they are actually plates. No help from head office or any apologies but just to send back at my expense. No customer care at all would never buy from them. Did buy a lot when had a shop in Chichester No more. Sirry a British company with no interest on their customers.

Ordered 4 glasses (£50) and when opened were absolutely filthy. They were so marked I thought they had been used.
When I emailed customer services they basically said they’d be lovely once I’ve cleaned them. Appalling.
Response to shops reply:
You are completely missing a point here. You are a design company and your products are advertised in beautiful photos ( as are these glasses as well as in magazine full page adverts) . That is what your customers want. Not dirty glasses packaged in Rajastan and sent directly onto us. If customers buy, at a price, from a company that’s brand is about design and unusual items they expect items to be beautiful on receipt. I would as a company start to open , wash and package up again according to your view of your branding
On another note customers don’t always leave bad reviews over good as per your other responses to negative reviews by customers. They leave bad reviews because they are unhappy with your service.
I didn’t want to return these items because once washed they’re fine. But this is not the point! Please take it as valid review of this product and change the way you send out this item.

After the courier had a delay delivering my parcel, I contacted customer service who swiftly help resolve my issues. The lady I spoke with kept me informed and it was as if nothing was too much trouble. Now having received my parcel, I am throughly delighted with the beautiful mugs I have added to my collection & can’t wait to visit one of the showrooms - ordering online works well for me but after speaking with the lady on the phone I am now excited to go and get the full experience!!

I was shocked with how many negative reviews there are and it does put me off buying table cloths or furniture. I do absolutely love all of my Susie Watson mugs, candlesticks, jugs, lampshades etc and love visiting the store in Broadway.
(side note: I do have four candle sticks and the candles have never fit in them but bluetac works a charm!)

Very long delivery times with items from the same order arriving several weeks apart.

Totally inspired by this company for my renovation project, visited one their shops for an instore consultation to start the ball rolling! Friendly knowledgeable staff who explained all about the brand and how their goods are made. The designers have produced mood boards for me to mull over and I have now booked for a home visit for them to do all the measuring and provide floor plans for the new furniture. Couldn’t help but buy some beautiful accessories while I was there and they look amazing in situ!

Not happy with product received however the company are arranging a replacement. Thank you.

Excellent service, I needed help choosing cushions for my room and was given lots of help and advice. No problem when I needed to return some items, they really went the xtra mile and I love what I’ve bought.

If I could give zero stars I would. Several emails and voicemails went unanswered. On the two occasions I managed to speak to a member of staff they were discourteous, rude and arrogant. Given the price points of their items I would expect more respect and a higher level of customer service.

I am extremely disappointed with both the quality of the product and the aftercare from this company. The customer service is shockingly rude as highlighted in other people's trustpilot reviews.

I purchased three stools at £875 each. For that price, I expected exceptional craftsmanship and durability. Unfortunately, one of the stools developed a fault very quickly. The spindle began coming out of the leg, despite the stool having had very little use.

When I contacted the company, they were initially reluctant to collect the stool for repair. After some back and forth, they eventually agreed. The experience went downhill from there.

When the stool was returned, I was unexpectedly asked to pay the delivery driver, something that was never agreed or communicated in advance. Even worse, the stool has come back in a worse condition than when it was sent. The wood is now split and the repair work looks rushed and poorly done, completely unacceptable for furniture of this cost.

Overall, this has been a hugely disappointing experience. Poor quality control, reluctance to take responsibility, unexpected charges and substandard repair work. I would not recommend this company based on my experience. After 4 days of no response by email Susie called me, asked me to re-send my complaint photos as she hadn't looked at them yet and agreed the craftsmanship looks ugly but at least it's strong - a very bizarre response. An apology would have been appreciated for the substandard workmanship or a response to my email. It is such a shame that a small business treats customers like this but it seems others on trustpilot and google reviews have also been treated poorly.

Absolutely shocking customer service. Had problems and excuses with their courier for 10 days. All they did when they eventually got back to me was make excuses for the delivery co and themselves. Not interested in online customers at all, not much money in that for them. Rude and very unhelpful, the worst company I have ever had dealings with.

Terrible customer service!
I bought a £150 tablecloth which had a problem with the sitching. They suggested I get a needle and three to fix it myself - I wasn't happy with this and they then offered to fix it. It also came back to me after 10 working days, 5 days after they said it would come back, missing most of December. I had another problem following this, and no reply back!!! Have re emailed 4 times and absolutely nothing, so frustrated and disappointed. For the price of their products, I am shocked at their customer service.
Never going to buy from them again.

Terrible rude customer service. I have problems with an item of furniture which is cracking. I suspect it is possibly wood that might of benefitted from a longer drying time in the factory . My complaints have been unprofessionally replied to. I do not recommend buying furniture from this small business. * SW seems to think resolving matters is to tell the customer to ignore cracking in multiple items ! They have offered to swap one item of furniture due to cracks but the rest they are passing the book on. After receiving a very unprofessional reply to my complaint the awful , unprofessional response below from SWD says it all!. Furthermore another item of furniture has also since started to crack. I don't call dismissing the cracks I have complained about "fully dealing with problems".

Follow up to my review on 10/12/25
Saga of the delay delivery and battle with customer services to get a refund continues.
Had some shocking responses from customer services who then had the audacity to reprimand me for not being nice! (No offensive language used by me, just utter frustration at the incompetence being shown)
They then arranged for me to return the item to a shop, only for the shop manager to refuse to refund it. They are unable to do so due to different payment systems. Unbelievable: customer services should never have said this.
My advice is avoid using the online services at all costs. Only shop in person if you live conveniently near a shop. If anything goes wrong Customer services will be rude and don’t care.