Susie Watson Designs  Reviews 

Appalling customer service. Placed an order on 5 December containing some xmas decorations and a few gifts. As all items were in stock was expecting delivery within 10 working days. Chased on 23 December and was promised it would be sent by courier. Still not received so will be asking for a refund unfortunately. Will not be shopping with Susie Watson again.

Appalling quality, appalling customer service, such a shame as a really lovely looking shop

and it continues. the part of the parcel they refunded has arrived. it was open at both ends but luckily all intact. however instead of the 1 cushion i ordered they sent 2. which is why i was charged an extra £60 and now they're not responding to my emails UNBELIEVABLE

Where do I start with this Company? Their Customer Service is appalling and their arrogance is breathtaking. Although their products are wonderful, in these competitive times without good customer service this is not a sustainable business model. Unlike all other companies I have recently dealt with this company believes that they are doing me a favour in selling me their products. I look forward to the future and picking up some bargains in their liquidation sale. What other company charges 50p for a paint card, £2.50 for postage and takes 5-7 working days to send it?

I can’t comment on the quality of the product as it has not been delivered several weeks after it was ordered. Communication is poor.

Very disappointed with the product - it was not as shown in the photo on the website.

Saddens me to write this review as I was a big fan of there beautiful fabric in fact half my house curtains are there fabric. I had a problem with one batch of fabric and was replaced quickly and efficiently, the second lot of fabric not a small amount either 18 metres, was very similar to the first with faults, dirty marks and discolouration, the material should have been sold as a second.
I had contact with 2 different people at head office who said was nothing wrong with it the faults are the type of fabric, I explained I know the fabric as had it before and they took no notice of the dirty marks, dismissed me as if I was a liar! . My curtain maker brought the problems with the fabric she is no likely to trouble me if not a problem, some fabric had to be wasted and a lot of time, no compensation offered I suggested a discount of my next purchase as a token did not happen I will not purchase again sadly I gave time for this to rectified, obviously they don’t need the business so I wanted to share my experience!

I love this company. They make the most beautiful items - from exquisite fabrics to soft furnishings and stunning pottery, as well as the most covetable wooden furniture ever. All of their shops are delightful with excellent customer service - and I cannot ever leave one of their shops without adding to my Susie Watson homeware collection. My cushion collection is getting out of hand, but they are so gorgeous!!!

Although I have purchased from the company before, and the products are beautiful to look at, my most recent experience was appalling. I ordered 2 items (at not insubstantial cost) one of which was fine, but the second - a cushion - lost 2 of its pompom trims within a matter of days, in spite of it only being used for decorative purposes rather than actually used! When I contacted the company, I was flabbergasted to receive this reply: So sorry about this. it (sic) can happen and they can be reattached quite easily. They are handloomed and always quite delicate but customers love them! Do you have the pompoms?
When I replied, expressing my disbelief that their only response was to suggest I repair what is obviously a faulty product myself, the second response merely went on to extol the virtues of their wonderful products, how beautiful they are and unique because they are handmade, hence the (rather hefty) price tag! - although at the end I was grudgingly offered a refund. The arrogance and lack of awareness of customer service astounds me! I always think that one can judge a company on how it deals with problems. Susie Watson are fine if you are harping on about how wonderful their products are (interestingly, there is no option to leave feedback on their website...) - but don't dare to criticize or suggest something might be wrong! I will certainly not be buying from them again.

Very disappointed with our recent interaction with Susie Watson Designs. The company has a misleading multi-buy offer on their website: 'Mix and Match 8 for 7 on plates and bowls'. Turns out you only get the deal if you buy 8 of one type of plate or one type of bowl - the 'mix and match' refers to the patterns on the items, not the items themselves. When we raised this with them they acknowledged that we might have a point and said they would review the wording of the offer, but absolutely no way were they going to honour the offer as described and apply the discount, or make any other concession or good will gesture. For us it is not about the money, it is about the principle. They have made a misleading mistake and should take responsibility for that and put it right. Instead they demonstrate an intransigent attitude and a jaw-dropping lack of awareness of how a little genuine customer service can go a long way in business, especially right now (June 2020). In addition to our not insubstantial order, now cancelled, they have lost our good will and the prospect of years of further orders from us and through the gifts of family members - three generations of potential customers lost. Clearly Susie Watson doesn't need our business that badly - perhaps she doesn't need yours either.