Designers Guild Reviews 52

We bought a large Eberson rug 5 years ago online and delivered to Kent. It was the most expensive thing we bought for our new house, but we wanted to treat ourselves to a luxury item. Within 1 year the rug looked dreadful, with pulled threads and numerous crush marks in the pile. I rang the Designer Guild customer service number and, after being hung up on twice (it was the London store and they weren’t interested in dealing with past customers only those queueing at their tills), I was given the number of their preferred specialist cleaning company. When I rang their recommended cleaning company they told me that they only dealt with London based customers and couldn’t help. Designers Guild knew where I lived when they recommended the company. At that point I had lost the will to live and gave up.

Four years later I was so desperately fed up with the shabby state of our very expensive rug, I contacted Designers Guild again. This time they seem to have a dedicated customer service person who, while helpful on chat promising to raise my issue, did nothing. I was also referred back to the same cleaning company who I contacted again and they gave me a quote of £560 to pick up, clean and de-snag the rug, but said the crush marks were permanent. They clearly had a large number of Designer Guild customers with the same problem, because they immediately knew the name of the rug as soon as I described the problem.

A month later when I chased the customer service person who hadn’t replied, I was passed to someone else. Apparently the problems with the rug were my fault, because I had foolishly used a vacuum cleaner to clean it and put furniture on the rug!! The small print care instructions state that this should not be done with Designer Guild rugs!! I thought that was what rugs were for, silly old me.

As a gesture of goodwill they kindly provided a code to the value of 10% of the rug for me to spend online. 2 invalid codes later, I am still waiting for them to give me a code that actually works.

If you want to buy expensive, poor quality products and then waste hours of your life dealing with s*&t customer service, Designers Guild is the company for you. Good luck!

i purchased an italian kitchen table but the leg was badly stained. Designers Guild were totally helpful and polite and resolved the problem for me. Cant thank them enough!! Delivery men and customer service both excellent. Will definately use this company again.

This is a top end shop selling beautiful homewares. I’ve bought bedding, cards, candles and cushions from both the shop and online. I’ve always had amazing service and the quality of the products are outstanding. Well worth the top end prices. When I’ve bought on line it’s delivered within days and well packaged.

We had to reorder some bedsheets as we initially got the wrong size for my partners’ parents. As it was after Christmas, the duvet was out of stock with the delivery date being moved forward (meaning we wouldn’t get them until February). I was lucky to get in touch with Debbie Paice who went above and beyond to get me the size I needed from one of the stores. I got my bedsheets within a week from our correspondence and my partners parents will be happy. That’s more than customer service !!! Thank you very much Debbie !

If I could give it zero stars I would. Firstly a delivery driver who insisted I help him carry a heavy parcel up 48 stairs. Me and my walking stick. Then the second parcel sent straight to a collection center. No notification at all. Again, I can't carry this up the stairs with a walking stick, (and I'm shielding) hence paying for delivery. I won't buy with them again unless they can resolve this.

Slight hiccup when ordering my cushions on line.
I phoned to check my order was correct. I worried
as I hadn’t got confirmation for exactly what I wanted.
Lady who answered the phone was very pleasant and
explained someone would need to call me back.
Tbh having read the negative reviews I thought I might
be in for problems. I needn’t have been concerned as
a very helpful lady rang me back and quickly sorted out
the problem. She was very helpful and true to her word
my gorgeous cushions arrived a couple of days later.
Thanks very much designers guild.

Absolutely love their cushions - by far the best quality and, when in the outlet, an excellent price. Delivery was next day (and free). Always impressed with the packaging and the speedy service. Bought rugs from them twice and I wasn’t impressed at all so will stick to being a cushion customer!

Very very frustrating lack of customer service. I want to cancel an order that hasn’t been dispatched... they don’t respond to emails or answerphone messages. It is literally impossible to speak to a customer service representative. Beautiful products but shockingly bad customer service.

Ordered 2 tins of masonry paint £150. Colour quality appalling. Coverage appalling. Would easily need 3 coats. Have emailed several times but no reply whatsoever. Shocking company, do not use!!!!! Please don’t waste your money. Ended up finding some dulux weathershield trade to cover the mess at half the price. Expensive mistake.

ADDITIONAL DISCOUNT OFFERED BY DESIGNERS GUILD ON SALE ITEMS DOES NOT WORK AND THEY DO NOT RESPOND TO QUERIES
Several emails received from Designers Guild offering an additional 15 and 20% discount on sale items with code. This does not work when trying to check out with it and despite several attempts to get a response they do not reply.

Really fed up with companies who do not bother about misleading customers! Very poor service.

I'm writing this review over NINE years after the incident but that's just how frustrated I am with these amateurs. Basically, expensive sofa cover shrunk in the wash - no warning info. So, I reserved the very last bit of matching fabric they had via phone and went to their store immediately to have a new cover made. When I got there barely an hour later, they had sold the fabric to someone else - entire sofa now in the bin. Staff were insensitive and arrogant in the extreme - found it hard to believe it wasn't all some kind of sick joke.