Susie Watson Designs  Anmeldelser 

My large bespoke tablecloth in summer green Cambridge stripe is lovely - even better than I had anticipated. The staff are friendly and helpful and I would thoroughly recommend Susie Watson Designs

We just received delivery of a Gustaviam table from Susie Watson and we are very pleased with it. The workmanship is great - obviously a handmade product - and it is really robust.
Took us ages to chose a suitable table and relieved we made the right choice.
Harrogate store was very helpful when we visited and the online service is also excellent- both quick to respond to questions, pleasant and polite.

I spent weeks researching Roman Blinds on numerous websites, but only one stood out. We ordered blinds for nine windows from Susie Watson Designs and the service was faultless from initial discussion to receiving our blinds. The fabric designs are subtle and elegant, exactly what we wanted and the quality superb. I have even managed to convince my husband we need blinds for the windows we had planned to leave bare!

I love the Marlborough shop, always a welcoming feeling with beautiful displays. I went into store yesterday and stocked up on candles again. I can't visit Marlborough without a little purchase or two!

Placed an order for a cushion advertised as a second, which clearly stated it was in stock at the time of ordering, and two other items. Five day's later I received an email advising me that due to a stock discrepancy they did not have the cushion in stock, but that I could still have this particular cushion if I paid them an additional £17. As a matter of principle I declined as surely this is clearly misleading advertising not to mention very poor practice!! so I cancelled my order and asked to be issued with a full refund. This is not the first issue I have had with online orders from Susie Watson Designs as some months ago I placed an order for their glass hurricane vase which I received in a dirty, tatty box and to my horror the inside of the vase was smeared with a very unpleasant grey slimy substance! I contacted customer service just to advise them of the condition this item had been received in only to receive a very patronising reply advising me that as this product was not mass produced and hand made that this was to be expected and they advise that I clean the vase!!?? Quite frankly I find the lack of awareness from customer service, the arrogance of this company and the total lack of care for their customers unbelievable!!!

As with very many other reviews, I have found the shops and products great, but customer service is worse than non-existent - detail of my experience is too complicated for this review. Only buy from the shops where you can see what exactly what you're buying, as, should you need to make a bona fide return, you may well have a struggle with refunding. The packing of orders is so shoddy - I recently bought two appliqued panels which were sent very roughly folded (and therefore hugely creased) in a nasty unrecylable plastic bag. Any other company would have sent these expensive items carefully folded in a box - perhaps even a little tissue paper around them? Clearly a total lack of respect for their products as well as their customers.

I just wanted to let you know that the curtains are absolutely beautiful- they are just stunning and we love them! It’s a real delight to have them as the quality is just fantastic and they are just the look I was after.

Thanks for all your help getting them together.

The front room is finished. Thank you so much for all your skill. I really appreciate it. It is such a v lovely room to be in. I was not brave as you were with the colour. I trusted you as the bedrooms are fab. Thank you.

I ordered two chesterfield sofas in grey red check wool, they are stunning. Really elegant pieces and incredibly comfortable, the front legs are on wheels which makes them really easy to move for cleaning too. I am thrilled, the workmanship rally shows. I also own some china pieces and they are my absolute favourites, hand-painted perfection. I’ll be shopping again.

I have just received my Roman Blind from this company and I’m so delighted with it. Great fabric and beautifully made.
In fact the whole journey from ordering the fabric swatches to being informed about the arrival of my blind has been seamless.
I’m a very satisfied customer and would happily recommend this company.

An absolutely brilliant company. After the home we were hoping to buy fell through, we had to cancel our furniture order, so regrettably all of the furniture value was refunded. As the bed was bespoke,Susie Watson and Charlotte very kindly held on to our beloved bed, and should anyone buy it then they could and we would be refunded. Fast forward a couple of months later....We had great news....we didn't lose our dream home!!! So a couple of months later we were able to resurrect our order and my beautiful bed was delivered and erected today!!! I couldn't be happier, It truly is an heirloom piece. Beautifully crafted. Actually I feel like the Princess in the fairy story Princess and the pea. What a wonderful company, ethical and excellent customer service values!!! I couldn't recommend this company more!!! :) :)

Love their designs but ALWAYS a problem with returns. Have been told wrong info regarding statutory rights to return faulty items (they conceded they were wrong & apologised) to now returning and item, at my expense (no free returns) exactly according to the returns slip provided, as I knew their warehouse is being moved. Idiotically they provided a returns form asking I return it to their old warehouse. I returned the item the day I received it, so it’s not like their has been a delay and the details have changed. Their is no way to contact them apart from e-mail and no one has responded. It’s a shame that such a well regarded brand is such a shambles. Hope they manage to pull their socks up! Edit - thanks for the reply SW and saying you would resolve and send me a returns label. I look forward to receiving.

Susie Watson Designs are a brand I have discovered in lockdown. After seeing several inspiring photos on instagram of product in other people's homes I decided to purchase. Reviews on here nearly put me off however I was desperate to own the Puffin cushion. It arrived quickly and now has a prime position in our spare bedroom.

Since then I have purchased a lampshade, pottery and a throw. I have no doubt I will continue to purchase. I love that every product has a story to tell. Their products are beautiful and unique.

I cannot wait until their shops re-open so I can see more of the products in the flesh.

Absolutely the worst customer service I’ve ever had and clearly a company that put their profits before their customers.
Have placed a large order I received in separate parcels which was fine .
The lamp base arrived in what I can only describe as shoddy condition it looked second hand, the paint work was smudged the plug had dirty black marks over if and the wire was all tangled no care or attention to detail had been taken in packaging at all.
On contacting the customer service I was advised that this is not to their usual way .
And would send me a new one once I’ve returned the original and they have received it back.
I explained myself and my husband are self isolating due to him being in hospital and awaiting to go back in for an operation and I could not leave the house.
They weren’t bothered and told me to return them when I could so not only am I out of pocket but no product either .
But this didn’t bother them as if seems they are all about the profits and not the customer.
I would of quite happily taken a sensible reduction and kept it and cleaned it up myself , but I was told their products are made abroad and they weren’t able to do much in a way if discount.
Overall I am so disappointed with the brand as most others would be bending over backwards to help especially in my situation. So now I am awaiting a replacement whenever that maybe .
I hope the brand are happy with themselves and glad Susie isn’t out of pocket .
There’s no denying their products are beautiful , but at what cost .

I ordered a console table with a scalloped front edge. The table was £345. Delivery was £35.

When the table arrived, it was damaged with bash to the front right corner. I decided to ask for a replacement because the damage was in a really obvious location and it's not possible to turn the table round (since only the front edge is scalloped). I appreciate that the items are handmade and not perfect, but this was definitely damage (as Susie Watson admitted in writing) and it looked like someone had accidentally bashed the corner when it was being packed.

Initially, the customer service agent ignored my replacement request and patronisingly told me that they 'would be delighted to offer a small discount to compensate for this', without actually telling me what this small discount would be. When I insisted on the replacement, the customer service agent told me that I could exchange the table at the Marlborough store (with the necessary safety measures in place) because they did not have any stock in the warehouse.

I told them I could do the exchange and to tell me a date for the exchange. Alternatively, I would be happy to wait until they had new stock in.

In reply to my message, the customer service agent ignored my offer to wait for new stock, repeated that she could do an exchange at the Marlborough store and did not answer my question regarding dates. This was very odd - I'm not sure if the customer service agent had genuinely poor reading comprehension or simply had been ordered to insist on an exchange in the Marlborough store. At this point, I should have guessed that things would not go well.

Eventually, after some mildly painful email correspondence, the exchange date was arranged. I took half a day off work and drove the table to the store. When I arrived, the replacement table was a damaged ex-display table with glitter all over it. I told the salesperson that I would not pay full price for the replacement table because it was damaged. The salesperson was not the customer service agent I had been dealing with and clearly had no idea what was going on. The salesperson admitted the table was damaged and told me it was ex-display but that they would not offer a discount 'just for that'. Susie Watson's website currently lists numerous ex-display items, all with generous 10-30% discounts.

I feel completely conned - I delivered the original damaged table back to Susie Watson at no cost to them and they actually expected me to take a dirty, damaged table in return.

Even worse, the impression I got from both the online customer service agent and the salesperson in store was that I should feel lucky to have bought something from Susie Watson. This attitude was really off-putting and, frankly, pretty odd given that this is just a mid-range homeware store selling some nice furnishings but also quite a bit of tat.

Needless to say, at this point, I decided that I did not want to deal with Susie Watson anymore and asked for a refund of the table and the delivery fee of £35. I also asked for an additional £35 for my time for delivering the table back to them.

I received my refund but, shockingly, not the additional £35 for redelivering the damaged table back to them. Perhaps I should send them an invoice.

When I ordered the table, I had considered buying a couple more things - possibly a lampshade and some cushions. I won't be buying those now. The silly thing is that if the customer service agent had just arranged for a replacement as I had requested, I would probably be writing a very positive review now. I would have written a positive review even if I had to wait a few months for the new stock to arrive.

One of the other reviews here mentioned picking up some stuff in the inevitable liquidation sale. I think the liquidation sale must be pretty soon. After all, if you're conning your customers into carrying out deliveries for you, things can't be going well.

Judging by some other recent reviews, I must be one of the lucky ones! Have ordered a couple of lampshades, cushions, a throw and a lamp base recently. Despite being processed in 3 separate transactions, all arrived promptly, well packaged and with clear communication. I am very pleased. Given the pricing of some top end items though, I’m not sure I would risk it!

The worst ever customer service I have had to deal with. So so so disappointed. DON’T order anything if you are not an UK citizen. What a disappointment!

Having been a long time customer, particularly 2020, and spent a lot on fabric & cushions& lamps, was miffed when I ordered a £425, floor lamp , delivered dec 17th & and out up after Christmas (when tree/decs down) soon after discovered that bottom bits had been glued on !, what looked like a old repair, contacted customer service to be told , it could of been hit by hoover !! And susie herself said its glued for strength! As had it of been carved from one piece of wood , it would loose its strength!! Snd wanted me to cover the postage to send back for a glue repair! Unbelievable.

Dreadful !!!
VERY VERY VERY disappointed !!!!
They actually photographed a broken cup that wasn’t even mine to claim it arrived broken to avoid refining !!!!!

I have had extremely poor customer service from this company . My very expensive tablecloth has shrunk and that’s bad enough but the uncaring customer service and complete lack of responsibility was shocking . I fail to understand why this brand gains such
Great. Coverage in all the Christmas magazines when it provides such poor quality products and offers such a terrible service