Designers Guild Avis 

I needed to change my order. The response was fast from the online team and they went to extra effort to make the change I’d requested.

Holly helped my with our house refurb, and her calm confidence was a wonderful space to land in- she guided our choices with gifted expertise and went out of her way to accommodate us over several weeks- I could t recommend her any more!

Absolutely appalling experience in the Kings Road store today at about 2.45. Despite store being pretty empty - I was ignored by every member of staff who appeared more fixated on chatting to each other than service or assisting customers. The lady on the lower ground floor stood tapping away at her desktop screen, saw me and just looked away. I expect a better class of service from this company. Worlds away from my experience in the Marylebone store last Saturday where the team could not have been more welcome and helpful. The Kings Road staff could learn a lesson in creating a positive customer experience from the Marylebone team.

I have had 3 houses that all top to toe Designers Guild absolutely everything. I love this company, the design, the quality, but most of all the exemplary customer service always.

I am reiterating the previous customer's comments about Misbah, who is Designers Guild Ecommerce Customer Service coordinator. She could not have been more helpful, kind and patient with me changing my mind about some bedlinen I was buying, sorting it out for collection in store, giving me advice and even reaching out to New York to try and get me a set that I really wanted that was out of stock in the UK (a shout out and thank you to Eddie at Designers Guild US!) She's an absolute gem and I hope her bosses appreciate her! Customer Service is such a crucial part of retail and she is a brilliant ambassador for the brand.

As an individual being familiar with Designer guild products for near on 15 years I feel compelled to leave a review to praise and celebrate their customer service representative Misba. Firstly I am a fan of all Designer Guild cushions. I usually waited until the sales to buy them however always marvelled at their quality and beauty. I would actually visit some cushions online on a regular basis. Then I discovered TriBeCa bed linen which has been our go to staple for years. A fantastic crisp and almost crunchy sound when wet it had to be our favourite ever bed linen. For our tastes in a sensory sensitive environment it needs two washes before it’s perfect. One member of our family will only sleep on the pillow cases and finds the texture incredibly soothing so much so that we travel with said pillowcases. The latest purchase was out of stock when it came to being posted out. From start to completion Misba was on the case, with updates and kindness. Misba’s effective and intelligent handling of the situation has served raise my estimation of the Designer Guild brand. (Incidentally whose products once upon a time turned up in an episode of Absolutely Fabulous). Misba, Designer Guild is lucky to have someone with such smarts and whom is so conscientious. You are the face of the company and as a result of your efforts the company has shone like the sun for me. Thank you kindly.

My order of a duvet cover was delayed. When I contacted the company, someone responded quickly, found out what had happened, and offered me a refund or the option of waiting a bit longer with regular updates. It arrived yesterday and I’m delighted.

I have ordered some fragrance sticks in December 2023. They never arrived, at some point I got a response from the customer service, saying they would now come end of January. It now is April. I have never heard back from anyone since then, in spite of sending several emails. No refund either. I can only warn everyone to not order anything from this company.

it's impossible to talk to them on the phone (I've waited for an hour three times today), and they don't respond to emails. My order has been delivered to someone else, but the courier didn't say who, or where. I'm totally sick of being ignored by Designers Guild, and it has totally changed how I think of the brand. I've been saving up for one of their rugs for literally years but being treated like this really takes the shine off.

Thanks for the reply. Hmm. Didn’t you wonder why no one was calling that week? And there is really no live chat fam! You can ‘leave us a message’ but it will take days to get an answer.

Tried to order from the website but something was wrong. Then I tried to do so by PayPal and went through all the stages, including getting a digital code to my phone, and at the last stage it failed to complete. Very dissatisfied. Waste of time.

In response to your answer, note the "then". I had tried to order without PayPal first. I only tried to order using PayPal because your site hadn't worked. So it's not only PayPal. It's your website.

Very poor customer service. Spent a small fortune on two cushions and one of them was an incorrect item. They were quick enough to collect the wrong cushion but almost two weeks later I still don’t have the right one. Emails have gone unanswered and I’ve tried calling but no one picks up even after 20 minutes of holding. Will be the last time I buy anything from here.

Wow! Emailed for advice on sofa fabric which has fallen apart despite having a commercial rating / Martindale score of 60000 only to be accused of lying and questioned in a hostile manner. What extraordinary customer service when asking politely for advice. If the quality of the fabric isn't a deterrent to buying DG again then the customer service certainly is!

Refund issue: Took a long time and a lot of chasing but eventually got through to Debbie, who processed refund immediately, recognising the fault was not on my side. A good result, just a shame it took so long to achieve it.

Ordered sale cushions then received order confirmation giving expected delivery 6 weeks. When emailed customer service to ask why delay if these are in sale no response. Poor customer service, wish hadn't ordered.

We bought 4 sofa cushions costing £100 each as the pure linen cover had the most beautiful design and pastel colours, however, after only short time the feathers started poking through the cushion and within weeks more and more feathers were lost as the shaft of the feathers is quite sharp and the inner cover was useless at keeping the feathers inside. We have now kept the linen covers but had to ditch the inners where feathers just continued to be lost. I would add that these cushions did not get heavy use with no pets or children in the house and very disappointed that the feather inner pad covers were not better and tighter weave quality. Gave it two stars as the linen outer cover was beautiful otherwise it would be hard to award it one star having cost so much.

Order: 1050943101 :
Really poor customer service
Bought a cutlery set which was not as described online plus it was so poorly packed that there were table knives sticking out of the box through a hole and a spoon was missing.
No number to call.
No reply from customer service
Googled head office and Olga sent an email but I’m yet to have a free returns label and a definite date for collection…..
Never buy from this company again

We recently ordered and received a number of towels from the Designers Guild online website.
We washed them before first use. After a day or so we noticed that the bathroom floor, and other surfaces (side of bath) were being coated in a coloured dust made up of tiny fibres exactly the same colour as the towels. We were concerned about these micro fibres as the are so fine that they would be easy to breath in. We wrote to the DG online services email address provided. I have now written twice and have received nothing in reply for over 12 days. There is no phone number I can find to call them either. Poor customer service is something that can seriously damage a company’s reputation. It is a shame to see this happening with DG.

Well I’m going to write a positive review despite others I have read. We have recently finished a bedroom with DG wallpaper and paint. My husband, who has been decorating for almost 50 years, said it was one of the best papers he has ever hung and thought the quality of the paint was excellent. You can’t please everyone as we all know.

Item arrived with a tag on it which was about a third less than I payed for the product, recommend you look elsewhere.

Their delivery agent UPS decided to ignore their confirmed re delivery date and dump my items in a wine shop!
Order: 1012426701