“I ordered in bulk from Daals but the return process is outrageous. They would outrightly refuse to refund with random reasons. If you order from them just pray that its exactly what you want, else its equivalent to money stolen from you.”
“Same issue as others. Defective product. Very quick to take your money, not so quick to rectify the issue. Up to 10 days to review and then a further 10 days to refund.”
“Oh my god, I just got ripped off. I purchase two end tables and the parts that came with the table were wrong and unable to put together the product. There is no way of contacting this company, only form of communication is by Chat or email. They said that they would get back with me in 24 hours. Thank god I didn't order anything else and will report them to the Better Business Bureau if they don't resolve this. What a disappointment.”
“Poorly finished chest of drawers. After several emails and photographs they offered me £35 discount, when I said not sufficient they advised it was the finish and withdrew the discount - never heard of this before! Rough wood underneath and not painted properly.
I decided, after reading reviews of people who returned things not worth the hassle and stress to try and return.
I didn't like their attitude. I wouldn't use them again.”
“I would like to say from start to finish the service was perfect. I ordered two counter stools to see what they were like. They were lovely so ordered another six. Delivery was spot on and very quick. Love this company”
“Every aspect of my experience with Daals has been incredibly stressful:
Delivery: Daals claim to give you 24 hours notice of delivery. What they actually do is send you a text in the middle of the day before they are planning to send you your order giving you 1.5 hours to cancel in the middle of the working day and threaten you with charging for delivery if you're not in. I called them as soon as I was able to within the working day - an hour and 20 minutes after they text - as I had a long-standing hospital appointment and wouldn't be in. They said it was too late (they'd given me less that two hours to reschedule ) and that I would be charged if I wasn't in. We ended up having to have family members rearrange their plans to sit in our house to accept delivery so we could attend our hospital appointment because of how unreasonably inflexible Daals were.
Returns: We ordered what we thought was some new dark wood furniture for our living room - when it arrived and we opened the box, it was cheap MDF wood with a dark wood plastic lacquer that was scratched and poorly glued together. We requested a refund on the basis that the items were defective. What ensued was a week of backwarding and forwarding from an array of different customer service representatives, none of whom would confirm that we could return the defective goods or would book a collection for us. We called repeatedly and not a single person would give us a straightforward answer about their returns process. At least five different customer representatives asked me to send photos, which I did, and then claimed they couldn't view them when, in their reply to me, forwarded back to me all the photos that I'd sent them in my previous email which they claimed they couldn't see! I had another Daals' employee email me with a product spec and asked me to unpack all the boxes again and specify - using their coding system - exactly which parts of each product were defective, in spite of another Daals' employee (eventually) confirming that the photos I'd sent were sufficient.
It took a whole week for someone to confirm that our defective items would be collected and gave us a ten day window for collection - which they failed to meet. Three weeks later and we are still awaiting collection - we have emailed and called Daals almost daily requesting our money back and at every turn their responses have been deliberately obstructive and intentionally designed to prevent us exercising our legal rights to return faulty goods. Today, my husband asked to speak to a manager and requested a copy of the recording of the call - the Daals' adviser put him on hold for 35 minutes before coming back on to say that there was no manager he could talk to. When my husband said that he was happy to wait, the Daals' representative said that she was terminating the call and hung up on him!!
I honestly cannot stress enough that you should NEVER order from these crooks. Their products are low quality and their customer service is corrupt and unlawful. Their behaviour has caused us a month of totally unnecessary stress and we are still no closer in getting our £500 back from them, in spite of our best efforts and willingness to return the goods to them.
They also seem to be operating illegally on Trustpilot as they are currently trading under daals.co.uk and daals.com - please do yourself a favour and read the customer experiences on the daals.com Trustpilot profile from UK customers, you will see a pattern of treatment of customers that reads exactly like what I've described above.
I really hope this review spares someone else having to go through what we have experienced.”
“I wish I had taken the time to read some of the reviews here before making an order with this company. We ordered a sofa in October 2023 which arrived faulty (the back on one side collapses and does not click with the other being a sofa bed) plus the sofa is ROCK hard to sit on. Firstly the delivery company left it in my hallway and refused to bring it in any further leaving me no choice but to hire a handyman to lift it with me as it was too heavy. The sofa arrived tightly packaged so we had to cut the box open in order to unpack. Once assembled and realising the faults I contacted Daals (within the 14 day requirement to return) I had an email back requesting I return the sofa which has to be in its original packaging however - the original box was no longer useable. I emailed back to ask for another way to box/wrap the item and never heard back. I continued calling the company and no response. The sofa remains currently boxed and packaged waiting for collection however Daals are now saying because it’s outside of the 14 days return period they can only exchange the item?! So because they don’t respond that is somehow my fault?? Months later and I am still back and forth having to explain the situation to several different advisors as my complaint is passed around. Stay away from this company it is not worth it!!!!!!! AVOID AVOID AVOID!!”
“Literally the WORST experience I have ever had with a company.
I bought a TV Stand and wanted to cancel it the next day and they said it was too late, even though it wasn't in route for delivery, there were no shipping updates at all.
Not to mention they do not help pay for your return so to return a TV stand it's about $200- $400 which is outrageous and more than I spent to buy it. The worst customer service, it took 3 business days to get the return address.
I also live within 20 miles of the warehouse location where the item needs to be sent too, I asked if I could drive and drop it off so I could save the $200-$400 shipping fee and they told me they would not allow that.
NEVER EVER EVER BUY FROM HERE UNLESS YOU KNOW FOR A FACT YOU WILL NOT NEED TO RETURN.”
“Misleading delivery information with hidden charges that are not clear upon purchase nor any emails that followed.
I received a text at 5pm advising that my delivery was due the following day. This was unexpected due to the timeframe initially outlined to me. I immediately contacted customer service and advised that I wouldn’t be home to take delivery and could I possibly rearrange. Pamela stated that it was not possible to change, despite my contact being within 5 minutes of the text message I had received. I stated as it was a bulk item I couldn’t leave it outside and a neighbour couldn’t take it. I was advised that I would be charge £30 as this would now be classed as a missed delivery. I stated that it wasn’t missed as I was notifying the day before so that the slot can be reallocated. Pamela advised me that she would tell the drivers to not attempt delivery however I will be charge £30 regardless.
At no point within the transaction is it outlined that you’ll be charged £30 when requesting a redelivery with prior warning. What sort of company states that they can advise the delivery drivers to not attend but still charge £30?! It’s not a missed delivery if the journey isn’t made!
After reviewing the terms and conditions which are not outlined on the initial delivery page online, it states that £30 can be charged if:
• a) If we are provided with incorrect or incomplete delivery information
• b) No one over the age of 16 is available at the delivery address to receive the order
• c) We are unable to gain safe access to the delivery address
• d) Delivery is refused
The above does not state a charge for amendment of delivery the day prior. I have raised this with Trading Standards as I believe it is the intention to mislead the consumer.
The worst customer service and the worst delivery which provides you NO OPTIONS other than accept the date or be charged.
Choose an alternative supplier that actually values your custom such as DUSK etc.”
“Absolutely delighted with our new Daals garden furniture, cushions very good quality, table lovely. Just as described, excellent quality!
Excellent company, from ordering to delivery, very quick. Very helpful delivery guys, went above & beyond to get the furniture in place!
Looks stunning, just one little gripe it's raining so can't put the cushions out yet. Joking apart. Thank you Daal, we wil definitely spread the word.”
“We initially paid for express delivery and made it very clear to customer services that we wouldn’t be able to receive our parcel at the weekend as we weren’t going to be in and there was nowhere the items could be left.
We were then informed that the delivery was being attempted on Sunday and when we had to reschedule this meant the delivery would have been after the 5 working day express delivery period.
We were told that we wouldn’t be refunded our £30 express delivery fee as this was company policy even though this isn’t made clear anywhere on the site.
The position after we requested a reschedule is that this goes back to the planning team and we haven’t been provided with any sort of understanding of when we will receive our items.
Customer service is very much “computer says no” and there was zero flexibility which is incredibly disappointing after paying £1500.
Be very careful when ordering with this company, the communication is extremely poor and confusing and the customer service is horribly inflexible.”
“Terrible customer service. Staff rude and uncooperative. Item not as described but refusing return collection. I would discourage dealing with this company and will be contacting the ombudsman”
“Ordered Express Delivery (1-3 days) on an expensive product. Daals took 2 days to process order, then contacts me to make delivery arrangements for the following week. That's hardly express service. On top of that, one hour later, I receive a 2nd messages statng that since I did not respond the order will be rerouted and I will contacted sometime in the coming days. So, naturally I searched for reviews online and found it's a pretty common problem with Daals. Also, I noticed reviews complaining the quality of the products are poor. I immediately cancelled my order, and naturally they're saying 10-15 days to process the refund. So lame. Don't bother with this company. Shop elsewhere. Wish I had searched the reviews in advance. I would have never bothered”
“I just ended a call with your customer support team, if you can call it that. I must say I’m a bit shocked.
I am a customer service manager myself and I would never instruct my team to tell valuable customers to “accept the delivery date or cancel the order” as the only solution. For paying £300 for a mirror and a company that sells itself as “top quality”, I would expect way much more from the customer support team instead of making up excuses to avoid refunding me the £29,99 I paid extra to get it delivered by 26th. And certainly, I would expect a gesture of good practice towards a customer, specially when it was the company’s fault to not fulfil what it was promised. The customer support team only told me “unfortunately the drivers are already out, and we do not offer compensations” or any other solution. She even tried to make excuses to blame me, luckily I have proof of the promise.
Now, I’m shooting off to buy an alternative preset for my partner, which will make me spend more money than originally planned, and it will cause disappointment anyway, as the same I was lead to believe by Daals, I made my partner believe we would get the present on time.
The lack of empathy when explaining, the lack of leadership staff instructing employees to give a proper solution or compensation/discount, and the lame excuses and poor customer service are utterly disappointing.
I have deceived to file a claim with Trading Standards against the company, and I will make sure all my friends and family members know to avoid buying from Daals.
In my opinion: they sell good furniture (still to pass the test) but horrible customer service. Then a BIG NO.”
“Avoid this company unless you are OK with poor quality and poor customer service. We bought a bureau for my daughter's bedroom and it arrived with a paint stain and chips on the right hand door. When I asked if a replacement door could be sent they told me we should have contacted them prior to assembly as the damage could have been done by us during assembly. Unfortunately, we did not notice the faults until it was all put together. The brown paint stain is a similar colour to the door itself suggesting that it occurred during production. I found the insinuation that we were basically 'trying it on' insulting. I have paid £259 for a defective bureau and Daals offered me a 5% reimbursement 'for my understanding' which I have not accepted.”
“Stay away from them! If you return your items the money would take up to 14 working days to be returned to you! It’s not mentioned on their website! Big scammers”
“The customer service is horrible, I'm waiting for a collection of a faulty item and it's been ages. The most incompetent service I have ever seen. Please beware of this company.”
“Unbelievably poor customer service! Only chat or email. Ghosted me after I asked them for a shipping label after they sent me a duplicate item using an email that was not mine. Could not remedy the situation. Talked to my credit card and got no where. DO NOT order anything from them. Wish I would have read these reviews before I ordered.”
“Bought a sofa that came and wasn't fit for purpose..the support bar in the middle ran sort meaning it wouldn't sit on the floor. As well as this the sizing was out. There delivery team had to take it out of box as they couldn't get it in my house and they left it in the rain. Still took the 30 mins so boxes was unusable. They asked me to wrap it so I did them changed their minds asking me to dismantle it when it came full assembled and can not be taken apart. Pat pal are just as bad and although they say buyers right they want me to have it sent back by courier at full charge to myself. But no courier will collect due to size. They are an absolute scam because careful”
