Susie Watson Designs  Reviews 

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.

Really poor service. Item not delivered yet, I ordered it and payed for next day delivery. I have phoned Susie Watson every day since. Each time I am treated like I am being a nuisance. After a week they have refunded me £3 which is the difference between 'next day' and normal delivery. Almost embarrassing!

My first and last SW online order! The website has a special offer for a set of napkins with two of the tablecloth designs. £150 order, but no napkins arrived with the tablecloth. I rang customer service, they said I should have put the napkins in the online basket, and they refused to send the napkins now. I was given an email address for head office, no telephone number apparently, which I find hard to believe. No reply to my email. Unbelievably appalling customer service. I was trained at Liberty’s, this would be completely unacceptable. Do NOT buy online from this business.

Problems with furniture recently delivered but company doesn’t reply to my emails outlining the multiple issues I have with 5 items of furniture .

My initial experience when purchasing a chest of drawers from Susie Watson, Sherborne was frustrating and not as previous in store purchases. When the item was delivered it was not the quality I had expected and therefore contacted customer services. The sign of an excellent company lies with its customer services when items do not 'live up' to customers expectations. Susie Watson listened, showed empathy and was responsive, sorting out the issue. We now have another great purchase from Susie Watson that we are very happy with and will definitely purchase from them again

On the website...Lovely looking tea towel with applique. The applique came adrift after one use and two washes. Customer service solution is to stitch myself, which is actually impossible and a reminder... 'Embroidery does need to be washed on delicates wash without a heavy load or the appliqué could get damaged with rubbing'. 

Awful product, not fit for purpose and awful customer service. I shall return to less pretty ones at a third of the price that actually do the job for years.

I absolutely ADORE ANY Susie Watson products. However, despite dry cleaning all of the cushion covers that I have bought, they really didn’t look the same afterwards sadly. Very lack lustre!!
I bought several cushions to be used and not just ornamental. But I think most cushion covers are not designed for everyday use (just my opinion).

I ordered two cushions and a tablecloth, delivery stated when ordered was 3-5 days.
when delivery had not been received 1 week later I emailed and queried this, the reply was that the tablecloth was on "pre-order" and delivery of both would wait wait until all items were "in stock". The response received from Customer Service was curt and simply said that pre-order was mentioned when I ordered (IT WAS NOT MENTIONED on their website at the time of order) very soon after my complaint this information did appear but too late !!
I found their reply to my query very curt and not at all understanding that I needed the cushions (which were in stock)
I have shopped at Susie Watson for many years and not had a problem but I found their attitude lacked sympathy and rather rude, which is making me think maybe I should not shop there again !
I may add the money for the order was taken very quickly after ordering and I am still waiting !!
SO NOT A HAPPY CUSTOMER !

I spent £101 on an extra large tablecloth with p&p and 8 days later I’m still waiting for it to be delivered! Needed it this weekend so it is very disappointing to have spent this amount t of money and still waiting for it to be delivered! Don’t think I will order from here again!

I have had the pleasure of dealing with the Susie Watson store in Harrogate over recent years .Rachel and her team are delightful and always go the extra mile with customer service ..We live in N Ireland and Rachel’s advice and help in choosing fabrics etc and furniture has been invaluable .They are considered purchases and bring us joy in our home.We recently bought a Gustavian dining table and absolutely love it !So solid and beautifully made .

I ordered a chair last year which seemed to take an age to come and I was very disappointed with the customer service during this time. There was a delay with the shipping and no offer of compensation was offered, unless I asked ! The chair arrived and initially we were pleased with it. However, after time the inner seat pad of the chair cushion has all but disintegrated after such a short period of time and you end up sitting on an extremely uncomfortable seat. I am so disillusioned with the customer service that I have paid to have the cushion re-stuffed myself. I have also noticed at the bottom of the chair some fraying from the fabric around the upholstery pins. I wish I had never brought the chair and I paid over £2000 for it. I will not be buying from them again.