I ordered a BBQ cover for my Outback BBQ. Paid for next day delivery but was disappointed when it did not arrive and the email I was sent informing me of this did not arrive until late afternoon. When it finally arrived the delivery note had no prices on it so I would either have to wait for my credit card statement or try to contact them to see if they refunded the next day delivery charge. Not a very professional way to do business.
As of the time of writing, we have not received our order, despite an email six days ago informing us it had been dispatched. The carrier sent us a text message earlier this week telling us that the goods would be delivered at a certain time on Thursday (and this was confirmed in a phone call to us), but then we had another (rather confusing) text saying it would not prove possible to do this. According to the tracking information, the goods have been in the carrier's Worcester Hub since Wednesday (it is now Saturday) but we have had no further texts or phone calls about a delivery time. We have ordered furniture from Garden XL before, and have no complaints about its quality (though last time some items arrived damaged and had to be replaced), but we're understandably not over the moon about the carriers they use for delivery.
3rd purchase of Leisuregrow garden furniture, including the Bistro tables and chairs and now the 3 seater garden swing. Impressed with the quality / pricing offer coupled with the long guarantee on these makes.
On a smaller rocker style 2 seater we had previously purchased we found one of the rocker bearings had failed and didn't have much expectation of being able to get replacement bearings, however when we phoned Garden XL, yes they actually do answer, no call centre rubbish, gave the model and date of purchase ( always Register your guarantee online) they not only confirmed parts were available but dispatched 4 complete replacement swing links without charge and were very happy to help, what a customer service ethic, hence no hesitation in ordering again from XL.
John & Cath
This company had the best price on the web for the product I was looking for, and they offered free P&P for items over £15. I trusted the reviews here on trustpilot and went ahead with my purchase. Item arrived in 1 1/2 days, superb!
The whole process was excellent, staff very helpful and efficient. Ordering and payment process easy to follow, and secure. Goods delivered as promised. Would not hesitate to use again!
ex tremely disappointed with the item it is not designed for the hunter barbecue as stated, it is ill fitting and totally unsuitable for its purpose, if you will pay for the postage i will send it back for a refund
Ordered a BBQ from their website which was showing in stock. We were called the next day to say it was out of stock.. Checked the website later the next day and the item was still showing as in stock.
Either keep it upto date or remove the functionality
Needed new wellies and was thinking of buying Muc boots but the average price of them soon put me off so I decided to try the rok neoprene and I'm glad I did as they are every bit as good as the Muc boots but for half the price and Garden XL dispatched them to me very quickly indeed, reading other reveiews some have complained of the seam at the heel inside which can be a bit proud but that was easily remedied by a bit of duck tape plus I wear thick socks with my wellies anyway
Wasn't sure what my purchases would be like - the parasol is much larger than I thought it would be, but sure I will get used to it. The base is very heavy and once in place will be fine, much better than the one I had. Would recommend this firm to anyone.
Ordered some Kettler garden furniture. Spent 2.5 hours on the phone and never got to the head of the queue! It turned out the staff had gone home early and failed to set the phones up correctly. Finally placed order but they missed off the free item I was supposed to get (they did resolve this efficiently). I was then advised that the delivery was going to be later than expected. I still have no delivery date although the free item did turn up unannounced (when I wasn't in so left with my neighbours!)
i ordered some wood chips for a bbq competition, and ordered them on a thursday morning at 10.00am, paid extra for next day delivery . it stated that if i ordered before 11am it would get here, i recieved the confirmation email at 10.40 saying it had been accepted. Then i waited in all day friday, for nothing, then half day saturday before i had to go away for the competition. i called customer services on the friday twice, was in a cue for 25-45 mins both times and was told i was next in line but no one ever answered. They finally arrived late afternoon on monday. thats 3 working days late!! poor customer service and poor delivery. and no offer of compensation or refund!! will never use again!!!
This storage box has arrived as expected & of great quality and size for all my garden cushions and was easy to put together. As we live in the Channel Islands, the costs of purchasing goods is high and trying to arrange for shipment of items here is difficult but is has only taken 5 days from order to arrival, which is amazing! Thank you for a great product and service.
Brought outback bbq works great, great price, deliver was short. Had no problems with garden xl. My gripe is TNT, shipment was due for delivery on friday, made arrangements for someone to be avalible 6:30 to 6:30. Include tracking staded on van. It said not turn up. Rang then, we can arrange for delivery Monday... have them some grief got it saturday.
Wouldn't hesitate to use this Company again hassle free just how it should be. Delivery was when they said and items are what I expected. Just need the weather to improve and I will be sorted (maybe that's asking too much!!!)
I was most impressed by your website. I found what I wanted ( a garden parasol) and all the information I needed was provided. I have erected the parasol and it is very smart and provides lots of shade. I haven't yet discovered the tilting mechanism, but will look at it more closely.
I purchased 5 items with Garden XL and called them the next day to confirm order. I was then told that even although it stated the items were in stock online that in fact only one of my items was in stock. It is now 9 days after ordering my items and I have still not received any. Due to a incomplete delivery being sent to two different couriers with the wrong information my delivery has been put on hold and part of my delivery should arrive 10 days after it was ordered. After some phone calls to both courier and Garden XL I believe it now to be sorted.
The reason I purchased online was to save hassle however the Garden XL experience has resulted in more hassle and waiting home for a delivery that never comes. First and last time using them.
After ordering my items, I was emailed to say the items were unavailable, even though at time of ordering the website displayed the items as "instock". I rang the helpline and was assured the items would be delivered as soon as there order arrived in warehouse, in 7-10 days time. Thankfully they did!! Very happy customer.
We needed spare parts for our weber bbq. They had them at the right price.
They let us know when they would arrived and the communication was really clear. We have already used them again.
First time I've used them but item came as described, promptly and price was good
The order and payment for three separate Weber BBQ parts was accepted and acknowledge without any problem. However, a later email from Garden XL was received to inform me that as one part was out of stock and they were going to wait for that part before they shipped the order.
I replied to request they ship what they had in stock and in reply received another email asking me to call them. That's when it got so frustrating, I just could not get through to them on the phone. Got through once to one guy who must have just hung up on me. Website then went down and I ended up speaking with someone in IT who assisted in forwarding a my message to sales to get in touch with me. That last message must have had a result as all of the order arrived within a few days. As I said, frustrating even though pleased I got the parts I wanted.
I have never bought from the company before but gave it a go as they had good sales with good product reviews.
My dissapointment came when the notice of dispatch notification stated the wrong billing address. I called and waited 20 minutes to talk to a customer services representative who assured me that she would talk to her manager about the error and get back to me. This did not happen and the product was delivered to the wrong address.
Additionally the product did not include the free cover it was to come with.
Overall. Website is easy to access but customer service is poor
Perfect service. Polite lady on the telephone. Goods purchased very high quality. Buying on line this can not always be guaranteed! Congratulations to all involved.
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