Susie Watson Designs  Reviews 

Over the last year I have had a number of orders from Susie Watson, the quality is outstanding and practical (We have a dog and grandchildren) each item is like a little gem and as all the colours work so well together I am able to build my collection over time. The overall look is so relaxed and inviting. I can honestly say my home looks more loved and welcoming with each addition. If you are looking to create your forever home I can thoroughly recommend Susie Watson Designs.

I have had a very disappointing experience with Susie Watson. I ordered a blind, curtains and poles at the beginning of December. Unfortunately, when they arrived two days ago, at least eight of the curtain rings were broken into small pieces, one curtain pole was warped and the end finial was totally off centre on the pole. I reported the damaged goods immediately to the shop that took my order and sent photographs as proof. I have now negotiated a refund on this part of my order and have dispatched the faulty goods. When I unwrapped the curtains this morning I was dismayed to find that one of a pair of curtains was different in length by six cms. I have now repackaged these curtains so that they can be collected and returned to the workshop to be altered. The fact that these goods are handmade does not excuse their faults. Having waited nearly three months for my order I am disappointed that, rather than being excited and thrilled with my purchases, I have spent two days emailing, phoning, sourcing alternative products and returning faulty goods. At no point have I been offered a discount in recognition of the considerable inconvenience. I still hope that soon I will be able to enjoy my new curtains. The fabric is lovely and the curtains are very thick and luxurious. Rachel at the Harrogate shop offered lots of useful advice when I was choosing the fabric and style; it's just a pity that the end result didn't live up to expectations.

I love the products have spent alot on throw cushions there delivery service they use is a big let down ad I have had left at door when nit home I have know safe place where I live theres someone clicking my home ad my items keep getting stolen they are replacing it at there existence but I'm getting fed up having to tell them there putting all over bo dont leave at door and still they do . I am feed up with there service then when I report issue it takes days for it to get sorted and even for them to get back to ne there is no head office number and all you can do is talk to store and there just ho between nione to sort issues at all and then I was nit happy as I got a telling off dont call store as when you do they get messages from every store and then there swamped with message . I'm feeling like so what today as before week end I not received item again and pic is not near my door and funny I was in all day .feed up anyone know how to report them or a number of who to speak to

I purchased two teak garden chairs online. A hefty price at £1500 + £60 delivery but I had been saving for months for these through my company retail voucher scheme and treated myself.
My problem and very costly mistakes start here, as the only way I could purchase the chairs online was to buy a £900 Susie Watson gift card to use my company scheme savings and put £650 on my debit card.
I expected luxury items for the price and promise of handmade items but on delivery discovered the arm of the chair was split and detached and there were deep knots in the wood filled with resin.
I contacted them without delay, emailed photos, and requested a replacement but didn’t anticipate their response to “simply repair the chair myself with wood glue and a clamp” – I own neither of these things.
I insisted on a replacement, and they offered me a 10% discount, twice. I declined, twice, as I really just wanted undamaged chairs I splashed my hard saved cash on.
They finally agreed to a replacement BUT had no stock and I was happy to wait the 4 – 6 weeks stipulated to replace the chair.
I emailed every month, for 3 months, requesting an update and soon it was the end of the summer and they had no idea when they may receive stock.
The chairs deteriorated rapidly during the 3.5 months they sat in my garden with resin and glue filled cracks dissolving in the rain -they looked 10 years old!
They agreed to collect both chairs and assess them at the warehouse and then agreed to a full refund on both chairs, including delivery costs.

I received £650 back on my card, and a gift card for £900 and told its not their policy to refund gift cards.
I questioned this as I was the purchaser with proof of purchase and requested a refund of the gift card back to the original payment method.
I genuinely wanted to purchase these chairs and it was not my fault they were faulty and could not be replaced within a generous amount of time.

I have also raised that no where at the point of sale or on my digital gift card and email does it stipulate any terms and conditions regarding gift cards i.e., non-refundable. I have been sent a link to their “returning or cancelling an order” clause under “information” on the website.
This isn’t prominently bringing terms to the customers attention – which are requirement of good faith. Terms must be designed, negotiated and entered into in a fair and open way and could have been made clear at the point of sale or on my email and digital gift card.

I have pleaded they make an exception as I hadn’t simply changed my mind, they have been unable to replace faulty goods.
They have now informed me they expect new stock of the chairs this April 2022 (12 months on from my original purchase).
Who in their right mind would want to continue with this and purchase the same chairs that were faulty and risk the same battle at trying to get them replaced or refunded?

I just want to be put out of my misery and move on from this experience, but now I have a £900 gift card that I can’t use or afford to spend on cushions, bedding or miscellaneous items.
I’m exhausted and stressed by the whole experience and all I get are their rights as a company. Well, what about my consumer rights?
You won’t find customer-friendly policies around returns or replacement/refunds of faulty products, expect to be in it for the long haul as they seem to hope customers will just eventually give-up.

An exceptional service. Contacted the Marlborough Store spoke to Meg who went above and beyond to deliver an exceptional service sending sketches and fully explaining how much fabric I required as I was getting confused when ordering the double width fabric. Thank you so much Meg your a credit to the Company.

We had a short break in Harrogate and visited the fabulous Susie Watson showroom wanting to buy a throw. The staff were so friendly and so very helpful in showing us the selection of throws along with cushions to complement our choice . Now home we love our new throw and planning a further trip to add to our recent purchase. Can't recommend the staff enough and the beautiful quality of the throw

I originally posted a negative review because my delivery was messed about. When the delivery was eventually made one of the pieces-Gustavian bench-was broken. The delivery men, never the less, left it in case we needed somewhere to sit. I contacted Charlotte at Susie Watson and she arranged for a delivery 4 days later to take away the broken bench and replace it. After a bad start credit where it's due in sorting out a problem and I am thrilled with the look of my new kitchen.

I have recently had curtains for two windows made by Susie Watson Designs and also bought cushions, a throw and a jute rug to go in the same room. I am so delighted with everything we got! The quality throughout is fantastic, and the service has also been excellent. Thoroughly recommend.

I recently ordered and bought some curtains and blinds at the susie Watson Harrogate store. From beginning to end I can not fault the service I received , the help and care that was taken to ensure that the choice of fabric I choose was suitable and would create the desired effect ! I’d like to thank Rachel and her team for there efforts. It is a lovely shop and you are always greeted with a smile and a welcome. Again many thanks , I’ll be back soon !
K

Susie Watson. So you claim to have attempted to call however your response is mitigated by one call and when I called back I was rudely asked why did I call and when I politely advised I was calling them back the lady was blunt to say the least. The product purchased was of a poor quality and your excuses are of the same HAND MADE this should be higher and better than mass produced I urge consumers to wake up don’t be fooled by the products as the look loverly but all that glitters isn’t gold if the customer service dies not reflect the product and price stay away as I will given their response to several issues raised

Had a wonderful mooch about 'Susie Watson Designs' whilst on our staycation in Salcombe. What a beautiful little store, the Lady within was so friendly and we had a lovely gabble about all things interiors.

Treated myself to four unashamedly feminine cushions, and a few other delightful little bits & bobs to take back to South Kensington; much needed info on the design service, for two guest bedrooms desperately in need of a spruce.

Many thanks!

I went into the Harrogate store last week to buy a present for my sister. The staff were incredibly helpful and I found the perfect gift which my sister is thrilled with! The store is absolutely beautiful and I will definitely be coming back for my Christmas presents as I am told the store becomes even more magical then!

I purchased 6 x Duck Egg Vintage Chair Cushions. The pads leak like crazy. I am fed up having to frequently clear feathers off the floor. This is such a shame as the cushion covers are lovely and good quality. The pads leaking lets them down.

I too, have fallen victim to their 'hande-made' excuse to exclude themselves for a faulty item. A cushion with a pompom trim has a very visible gap on one side, like one is missing. It's at the trim join, so clearly it has been cut too short. Was told, as it was hand-made each one is different. This isn't 'different', it's an excuse for poor quality control and bad customer service, as further emails are ignored.

This week I have used the Susie Watson at home interior design service in the Harrogate Store. I have received an outstanding service. After several conversations about our home and our tastes the designer arrived at our home with a huge array of cushions, throws, rugs, lamps, quilts, fabrics and paint samples. We have put together a scheme that we love. I was able to purchase items there and then and also visited the store yesterday for more items. Not only was the service excellent but the quality was amazing. I am experienced enough to make my own cushions and curtains so do know a little about fabrics, interlining etc. I have to say the quality of the store made items are of such a good quality, often hand stitched, perfectly put together and made with luxurious fabrics, linings and trims. We examined the furniture in store, it is truly beautifully made and matches the linen look perfectly. We are purchasing several items for our home. What really made it though was the service. The design ideas were really good, nothing was too much trouble snd the designer continues to go the extra mile, staying in contact and adjusting quotes to suit our plans. Whether it’s a small item such as a jug or handmade cushion or a whole design service I wouldn’t hesitate to use Susie Watson and highly recommend them.

I purchased a sofa, library chair and footstool in April.
The chair arrived without the cushion and the material has flaws. I was told this was highlighted in the furniture pack which I was never given.
I am still awaiting delivery of my sofa despite multiple emails. I was told by the delivery team my address was difficult - that didn’t seem to be a problem when I paid in full 16 weeks ago with a delivery date of 12 weeks!
There is a complete lack of customer communication and care. I have been very disappointed with the service and quality of what is an expensive product. I would not buy from this company again.

Curtain poles - ordered 3 in January 2021 which finally arrived in March 2021 the delay I understood due to Covid. However, they arrived with 6 finials all of different sizes and pattern variation - I was told this is because they are hand turned. Anyway they agreed to replace 2 of them plus the broken curtain rings but I had to return the originals it is now the beginning of August and they have still not arrived so I still have a curtain pole with no finials and short of curtain rings and no refund on my postage. I would love to post the string of emails I had from their ‘customer service’ representative the language is overly casual and unapologetic. I would just like to get these finials and I will have nothing further to do with this company ever again. This is the worst customer service experience I have ever had, there is no number you can ring you have to make contact via the contact email and then if they dont like what you are asking for they just stop responding.
Update on this review 6.10.2021 - this was resolved in early September - once Adele was onto the problem. The curtain poles look lovely but just be careful if you need to cut the poles down as they have a metal pole down the middle of which there was no warning of in the packaging and damaged my husbands electric saw blade, also the surface isn’t very slidey and requires copious silicon spray to help the rings move. I have received no reimbursement for having to post back the defective items. It is annoying as I do like the fabrics.

Had a problem with a faulty item and was exasperated by the customer service received. All they want to do is wax lyrical about how beautiful their products are, how their customers love them (clearly not always the case - just read the reviews which are not 'invited'!) and how they are 'different' (in other words, faulty) because they are handmade. Well, so are lots of other companies' products, but this is not an excuse for inferior goods (particularly given the high cost of items). Having been made aware of just how fortunate I had been to have been allowed to buy such wonderful products (I also purchased a much larger, very expensive item which was, fortunately, not faulty) I was eventually offered the opportunity to send back the item for a replacement (customer services replied a year after my posting review) and they said they could repair it and sell it on as seconds!! Astounding!! As I did not want to pay for return postage, or subject anyone else to this faulty - er, sorry - I mean beautifully handmade - product, I declined and decided to put this all behind me. With customer service like this when something is not right I won't be buying from the company again, even though I have bought things in the past and have been pleased with them - and was planning to buy ' bigger ticket items' - it is not worth the risk, should something go wrong. Clearly they have enough loyal customers without needing any more...

Being a regular customer I was appalled that I can no longer click and collect from my local Susie Watson store. To make matters SW have increased their delivery charge to £15 for their fabric. This makes their expensive fabrics even more costly. I don’t need my fabric delivered on a roll so why not give customers the choice. Most stores offer free click and collect. Are you trying to chase your customers away by offering even less customer services, if so you are succeeding.

Pretty but Poor quality goods and an unpleasantly arrogant company to deal with unless you are praising them and handing over your money. My linen sheets ripped sooner than other makes. They also had clearly stitched over little faults in the fabric. I was told that they were just slubs and was not offered an exchange. On returning a matching lamp,( that didn’t), I was informed that the beauty of their stuff is that it is handmade so mismatching must be expected. The table mats I bought (so pretty) seem to be just paper stuck on to cork, and the paper disintegrates when only subjected to a damp cloth. Buttons have fallen off the back of cushions, or had over large button holes. Two cups have cracked (I don’t buy seconds). Kitchen plate rack is nice looking but does not support desert bowls vertically without their falling over.