BROKEN GARDEN FURNITURE - IMPOSSIBLE TO RETURN.
I bought my elderly mother garden furniture and paid a chap to build it. The garden furniture is broken and has turned yellow (Its light grey). Its broken in places it was manufactured and not by us. She dare not sit on it and wont use it. They say unless she dismantles it - well its tough (or we can have 150 pounds off... but its broken and yellow... and its already cost us 75b pounds to get it built!)

This is a fantastic company with good old fashioned customer service. I had a slight problem with my order and they responded immediately, professionally and with great communication along the way. I received a replacement the following morning and an arrangement to uplift the original order. No hassel or lack of communication here. My order is a heavy duty patio base with wheels, it’s terrific, such good quality, and well worth the money. At 37.5 kg weight this will keep my patio umbrella in place and secure. I shall definitely buy from this company again, thank you to you all at the firm!

Purchased an Aluminium patio set about 4 years ago.
Purchased because no rust issues.
Item looked after and always put in shed over winter.
The paint has started chipping off all over product.
Contacted Charles Bentley and they said due to general wear and tear.
Item poor quality and not fit for purpose.
Customer care really poor.
My advice is to avoid this brand.

Terrible quality products; don't be fooled by the name, it's all Chinese crap off Temu. I purchased a BBQ and the quality is very bad, £350 for something that's not even finished. I've now been waiting over a week for them to collect it and take it back for me to get a refund; they make it very difficult for this to happen.

Useless parasol. We bought the parasol, along with the 4 x expense ‘orange segment’ weights. The thing is useless, it twists and buckels in the slightest breeze, posing a danger to anyone eating, drinking or simply shading in its perimeters

Instructions were so much harder to decipher than they needed to be - took 4 hours to put together. Warped parts made it frustratingly difficult to attach together in itself not to mention the missing bolts. On lighting, after 10 mins the paint on both the hood and front bubbles and melted off and the tray to hold the charcoal collapsed on one side. When i raised concerns with supplier - i was sent out the wrong replacement parts. For what i paid for it I didn't expect such a shoddy item.

Efficient and informative service , delivered to my neibour as I was out

I purchased a wooden garden swing during Covid.Quality was good but now the snoopy needs replacing and the seat cover ,I contacted after sales and was told they can't supply replacements.So now I'm left with a sturdy wooden frame but nothing to sit on .Its lasted quite well but you should be able to buy replacement covers.

I ordered a bench and paid for it on 12th May. it was delivered on 19th May but it was damaged. Clearly the box was not big enough as the top of the bench was poking out of the top and the couriers were clearly not able to read the 'This Way Up' notice on the box as it was delivered on its side! I contacted Charles Bentley and provided photographs on the 20th and they advised that the damaged bench would need to be collected before they could organise a replacement. The couriers (DX) called me on 23rd May and collection was organised for 27th. The 27th came and went and no collection was made. I called the courier at 18.15 and left a message. On the 28th I called the courier and was advised that a collection attempt was made but from the picture they showed me it was evident that it was not my house but that of my neighbour who does have the same house number but a different post code! Collection was again arranged for the 29th and this time it was successful. I emailed Charles Bentley and provided them with a picture of the collection note asking when I could expect my replacement bench. I was advised that it would be despatched as soon as possible. The next day I got an email telling me that the bench was out of stock and that a refund was being issued. So, I paid for a bench on the 12th May and got a refund on the 30th and no bench!
I did not feel that Charles Bentley made any real effort to make me feel that they were overly interested in keeping me as a satisfied customer and whilst their communications did offer apologies for any inconvenience I really do feel that they could have done more to rectify the situation. The damage was minor and if offered I would most likely have retained the bench with a small discount but it seems that they have only one way of doing things. I have since ordered and received a bench from another supplier and I certainly will not look to purchase again from this company.

I ordered a BBQ online on Friday 30th May, with a 4-6 day delivery estimate. I didn't receive any confirmation emails, so I had to reach out to customer service. In fairness, they were fairly swift in their response to my query. I didn't hear anymore, so enquired again on Monday 2nd June to check I would receive delivery updates, considering the initial email didnt work. Customer service confirmed that I would receive an automated email about delivery in the next 3 days. Today, Tuesday 3rd June, I received an email informing me that the item isn't actually in stock, and to expect a refund. There are plenty of places to buy BBQs that I'm sure are more reliable and user friendly than Charlesbentley.com, so better to save the hassle and go there.

BROKEN BBQ - NO RESOLUTION!

I was really looking forward to using this BBQ, but unfortunately, it arrived with a large dent in the main lid and missing parts for the door.

I contacted customer service and spoke with Charley Bentley, who told me there were no replacement lids available — even though the same BBQ is still being sold as new stock.

Will be using credit card to reclaim money. What a waste of time!

Never bought previously from Charles Bentley, but this garden wooden swing seat looked fantastic from the photos. Looks just as good when assembled - open and uncluttered design, elegant curves, sturdy triangular braces, good assembly instructions. I put copper anti-seize assembly grease on all the bolt threads to prevent rust / seizing - optional but will hopefully prolong the swing seat's life. Worth noting that the actual width is about 10cm greater than the quoted figure (200.5cm vs 190cm) - it only just fitted into our alcove whereas I expected there would be plenty of room to spare. Also, the quoted depth is about 30cm more than the actual depth of the frame - presumably to allow 15cm each way forwards and backwards when swinging.

Ordered an 8 seater rattan garden set from Next but Charles Bentley.
First the table turned up on my drive without notification it was coming. Phoned to say please let me know when the rest due. Gave phone and email address.
Came home 2 days ago to an enormous package left on my drive( worth over £1000). It was fortunate I was not away. I had to pay a couple of guys to dismantle and carry!
They also refuse to take the pallets back so I’m stuck with 2 pallets!
Very poor service

Prompt delivery and well packed shed. Happy with it now it's put together. The screws are so small and fiddly it took myself and a friend 3 hours to put together. The instructions aren't clear enough and could be improved. I just hope the tiny screws hold it together on a storm. It would be easier as well if the screw driver sent was magnetic so the screws don't keep falling on the floor. It was quite difficult to get some of the screw holes aligned especially in the corners and whan putting the roof on

Bought a swinging garden chair as a present, which had pieces missing and damaged cushion. Charles Bentley only offer was a curbside pick up (no replacement). When I explained that the person was physically unable to move the chair to the front curb, and could they help - the answer was a flat no. No help, no other options even though it was their error. I pointed out the challenges faced and was flexible, but was met with flat refusal. Now the person is stuck with a damaged item. Really poor customer service

I was really impressed with the customer service, when a faulty product arrived. They replaced the product quickly and without fuss.

Absolute rubbish BBQ was bought brand new stored in garage for year just used twice and all paint peeling off inside and out . Rubbish quality for price will never purchase again ! Read reviews before you buy !

Egg chair purchased last May. Hardly used over that summer & then bought in for winter. Got out for summer & noticed split seam in cushion which would have been there is summer, isn’t even on a potential pull area. Reached out & asked for help to be told that they class this as wear & tear (which it isn’t) very disappointing wouldn’t order from them again would look for someone with better warranty. Cheap products that don’t last.

Ordered furniture delivery was booked for yesterday ......no show! No email no phone call explaining situation. No phone contact number on website. Awful customer service, blamed delay on bank holiday! No delivery date given on re-contact me in 48hrs. AVOID!!!!!

Ordered a £200 wooden garden table, received with a damaged surface, asked for replacement, offered only £10 compensation to keep it! Sent back. Second one had a split leg, offered £40, I just wanted an undamaged table! So sent back. Lost confidence in product and company. Would have been a nice table otherwise.