Customers describe two very different experiences: quick, one-off replacements for some, and frequent fulfilment failures for others. Many reviews mention late deliveries, cancelled orders, and missing refunds or replies. Several customers report faults such as scratched dinnerware, broken deliveries, and items that do not work. A smaller number praise fast replacements and items arriving intact.
Examples from available reviews (Jun 2022 – Mar 2026).
Customer service located a replacement mug and mailed it free.
“they mailed it to me entirely free of charge.”
Quick customer-service response replaced a cracked mug promptly.
“replacement mug received the next day”
Order not received and no replies or updates from customer service.
“I'm being totally ignored”
Filters ineffective and company refuses refunds or adequate support.
“They are a total financial drain and DO NOT WORK”
Many reviewers report late deliveries, cancelled orders, and refunds that never arrive. A smaller group says replacements for cracked items came quickly and solved the issue. Low-rated reviews often mention aftercare that was unhelpful or missing.
Some customers say items arrived intact and felt like good value. Others link poor value to damaged goods, products that do not work, and refund requests that remain unresolved. Value complaints often follow service or quality problems.
Many reviews describe split deliveries, deliveries that could not be accessed, and long waits. A few mention smooth delivery and items arriving unbroken. Several negative reviews say entire orders were cancelled.
Multiple reviewers mention scratched plates, boxes arriving broken, and products that fail after washing. A few describe sturdy, well-designed dinnerware that arrived undamaged. Negative feedback also includes non-working filters and textiles that shrank.
Reviewers often say the website contact form does not work, there is no phone option, and email replies are late or never come. Positive reviews mention staff who responded and sent replacements quickly. Limited, unclear ways to get in touch comes up repeatedly.
Reviews swing between quick fixes in some cases and repeated fulfilment and support problems in others. That split shows up in both very high and very low ratings.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (24) · Collected.reviews (1) · Quotes shortened · As of: March 2026
Minor issue resolved immediately with first-class customer service.
“First class service!”
Filters ineffective and company refuses refunds or adequate support.
“They are a total financial drain and DO NOT WORK”
Website contact form fails and reviewer requests alternative contact details.
“Website contact form doesn't work, please provide other contact details”
Customer service located a replacement mug and mailed it free.
“they mailed it to me entirely free of charge.”
Order delayed three weeks and no refund or response.
“delivered my order three weeks later than expected”
Delayed delivery, poor unhelpful customer service and unclear return process.
“disgraceful communication both through email and on the phone.”
Reputation diminished due to flawed tableware and poor service.
“shabby flawed tableware shabby customer service shabby treatment shabby experience”
Delayed delivery, poor product and no refund despite returned parcel.
“Still no refund”
Long delivery delays and persistent lack of communication.
“Lack of communication is biggest problem.”
Order not received and no replies or updates from customer service.
“I'm being totally ignored”
Split delivery, inaccessible parcel and no response or returns support.
“no support whatsoever!”
Extremely delayed response and item unlikely to arrive in time.
“DO NOT USE THESE PEOPLE.”
Order delays and poor customer responses, money and cancellation issues.
“e-mails were answered in a non committal way if at all.”
No customer service; company ignores correspondence and orders.
“no customer service or support”
Items arrived safely within a week and were good value.
“arrived safely and unbroken”
Order delayed then cancelled without proper explanation or support.
“my whole order was cancelled”
No product guarantee and no functioning customer contact methods.
“There is no telephone contact and the email link on the web doesn’t work.”
Dinnerware scratched easily and company refused to replace it.
“bottom of dishes completely scratched by daily use of utensils.”
Could not buy single replacement and received wrong size; no response.
“R.Doulton have not replied to my emails asking nicely to exchange.”
Fitted sheet shrank after washing and is now unusable.
“can no longer get the fitted sheet on the mattress.”
Wrong, broken items arrived and customer service did not respond.
“They sent her the wrong item (a set of colored teacups) and they arrived broken.”
Quick customer-service response replaced a cracked mug promptly.
“replacement mug received the next day”
Slow service left replacement out of stock and future issues likely.
“customer services took so long it is now out of stock.”
Damaged goods and only web-form support caused uncertainty and delays.
“2 BOXES of the dinner plates arrives completely smashed.”
I recently had the pleasure of purchasing some beautiful tableware and serveware from Royal Doulton. As soon as I arrived on their website, I was impressed with the variety of styles available ranging from traditional to contemporary designs. I was especially pleased with the London-inspired style that fit perfectly with my home decor.
The shopping process itself was convenient and stress-free. Navigation through the website was straightforward and all information about each product was clear and concise, which made it easy for me to select exactly what I wanted.
Additionally, my order arrived promptly and in perfect condition. Each piece looked even better than on the website, adding a touch of elegance to my dining table.
What impressed me most about Royal Doulton's products are not only their stunning design but also how durable they are too. These plates have been used daily by myself and family for months without so much as a scratch or chip - a testament to their high quality craftsmanship.
Overall, I couldn't be happier with my experience buying from Royal Doulton - amazing selection, ease-of-use platform along with timely delivery ensuring top-notch customer satisfaction.
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Royal Doulton makes and sells ceramic tableware and homeware. Its range includes bone china, porcelain, and stoneware for dinner sets, mugs, teaware, and decorative pieces. The brand sells through retail partners and an online store, and supplies both consumer and hospitality buyers. Product pages usually list specifications and care guidance for ceramics and dinnerware.