FANTASTIC CUSTOMER SERVICE!! I have recently ordered a couple of items after seeing everywhere how fabulous the towels are, as well as other items. I was contacted to explain one of the items were un... Leggi di più
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Talk about harassment. I looked at their website once and wanted a discount code - queue 18 e-mails in a week demanding I buy something and making sinister creepy comments "You've been caught", "Someo... Leggi di più
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Dock & Bay towel an absolute game changer. Recently purchased a bundle for whole family for a midweek trip involving lots of swimming. Towels dried really quickly and where fab at drying everyone aft... Leggi di più
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I’m genuinely obsessed with these towels! The beach towels are super lightweight, dry incredibly fast, and don’t hold onto sand — total game changer for beach days. And the oversized picnic towel? Abs... Leggi di più
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Dettagli dell'azienda
Scritti dall'azienda
Dock & Bay | Makers of the best compact, sand free and quick-drying towels around. And so much more. Shop our unique collections to choose your perfect beach, home, travel & fitness accessories.
Informazioni di contatto
The Print Rooms, 164-180 Union Street, SE1 0LH, London, Regno Unito
- help@dockandbay.com
- dockandbay.com
4,4
Eccellente
832 recensioni
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Ha risposto al 80% delle recensioni negative ricevute
Solitamente risponde entro 48 ore
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Avoid if you want to receive your goods on time or at all.
So wanted to love this brand but was let down. Ordered a gift for a friend which never turned up. Apparently there was an error in their system so my order never made it to the warehouse. I was promised it was going to be sent out the next day with express shipping but that didn’t happened, having to wait for days for anyone to reply. So frustrating, I haven’t received my order nor a refund. No contact number on their website to call. Such a shame.
9 agosto 2025
Non scritta su invito
Risposta di Dock & Bay
Hi Tess!
We’re so sorry to hear about your experience — it’s absolutely not the level of service we aim to provide, especially when it comes to sending a gift for someone special.
It’s incredibly disappointing to hear that your order was held up due to a system error/our error! We completely understand your frustration and truly apologise for the inconvenience this has caused.
Thank you for your honest feedback. We know we’ve let you down, but we genuinely hope to restore your confidence in us.
Colour off
Love the towels, ordered 1 for me, Bora Bora beige and one for my husband, Goa grey.
Goa grey is great, but honestly the beige which I would think is like an oatmeal colour…. beige, turned out to be more apricot. Disappointed , not happy but it will do. Yet to use them.
29 luglio 2025
Non scritta su invito
Risposta di Dock & Bay
Hi Sue!
Thanks so much for your feedback — we’re really glad to hear you’re loving the Goa Grey towel, but we’re sorry to hear the colour of the Bora Bora Beige didn’t meet your expectations. We completely understand how frustrating it can be when a colour looks different in person than expected.
We have recently updated the colors of our towels in our warehouse so there is a slight difference!
If you'd like to explore an exchange or have any questions before using the towel, feel free to reach out — we’re always here to help!
I have ordered a beach towel in a small…
I have ordered a beach towel in a small bag and have been debited but haven’t received the towel. I have contacted the company but no response. It was for a birthday present. Unfortunately I needed it tomorrow.
If I ever receive it I will have to return it. Problem solved we've had a full refund . Thank you Geraldine
28 luglio 2025
Non scritta su invito
Risposta di Dock & Bay
Hi Paul!
Oh no, we're so sorry to hear this! That’s definitely not the experience we want you to have, especially when you were counting on the towel for a birthday gift. 🎁💔
We've just scanned our inbox and, after a good hunt, we aren’t seeing any messages from a Paul, so it's possible that your email might not have reached us. Could you please pop us another message at help@dockandbay.com? We’ll jump on it right away and do everything we can to get this sorted for you quickly. 🙏
Really sorry again for the trouble here, we totally understand how frustrating this must be and want to make it right.
Hope to hear from you soon so we can fix this 💙
I really wanted to like Dock & Bay…
I really wanted to like Dock & Bay, but unfortunately, the customer service experience has completely ruined it for me.
I’ve had an ongoing issue, and their team takes several days to reply—if they reply at all. When they finally do respond, it’s clear they’ve not actually read or understood the issue, and I’m just sent a generic or irrelevant response. There’s no accountability, no follow-through, and no sense of urgency.
To make things worse, even the most basic problems turn into a slow, frustrating cycle of repeating yourself. It’s as if the customer’s time and patience don’t matter.
And just to be clear: I’m not writing this to get a copy-and-paste “we’re sorry to hear this” reply. I’m sharing my experience so other people know what to expect.
18 luglio 2025
Non scritta su invito
Risposta di Dock & Bay
Hi Russ
We're really sorry to hear how frustrating your experience has been so far, and thank you for taking the time to be this honest with us.
This isn’t the kind of experience we ever want anyone to have with Dock & Bay, and it’s clear we’ve fallen short in both communication and care. You're right to expect better.
The past three weeks have been peak season for us, with unusually high volumes of orders and incoming queries, but that’s absolutely not an excuse. You should still feel heard, valued, and properly looked after, and we're sorry that hasn’t been your experience.
Our Senior Customer Service Manager has picked this up, and we've made this the priority to get resolved properly, no delays, no repeating yourself, and no generic responses. We will look into the full thread of your contact with us so far and ensure we understand what’s gone wrong and what needs to happen next.
We’re responding ASAP to get this sorted once and for all, and we’ll personally make sure it doesn’t fall through the cracks again. You’ll hear back from the team shortly with clear next steps.
Thanks again for your patience. I’m genuinely sorry that it’s been tested this much.
Warmly,
Dock & Bay Team
Floridians approved 🫶🏻🌴
I’m genuinely obsessed with these towels! The beach towels are super lightweight, dry incredibly fast, and don’t hold onto sand — total game changer for beach days. And the oversized picnic towel? Absolute perfection😍It’s soft, folds up easily, and fits our whole family with room to spare. Never going back to traditional bulky ones again!
29 luglio 2025
Non scritta su invito
Risposta di Dock & Bay
Hi Anna!
Wow — thank you so much for the amazing feedback! 🌟 We're so happy to hear you're loving the towels! Lightweight, quick-drying, sand-free and spacious? That's exactly what we were going for 🙌
It means the world to us that they've made such a difference for your beach days and family outings. Thanks for being part of the Dock & Bay community — we can't wait to keep surprising you!
Part of my order is missing
Part of my order is missing - I messaged immediately via the contact page on Friday 25th 2025.
No response by Monday 28th. I sent a complaint via the help desk . No one has made contact.
The towels look great , but if you have a problem the process is slow , which is a surprise for an online company in this digital age .
Just send the towel that is missing from my bundle !!
25 luglio 2025
Non scritta su invito
Risposta di Dock & Bay
Thanks so much for your review, we’re really sorry to hear you were left waiting on a response! We totally understand how frustrating that can be, especially when part of your order is missing. That’s definitely not the experience we want to give you.
Just to clarify, our team works Monday to Friday, and we aim to get back to all enquiries within 48 business hours, weekends not included. You messaged us late Friday, so while it may have felt like a long wait (we hear you!), your message was still within our standard response window when we got back to you this morning 💛
That said, we’re so sorry for any inconvenience caused, and we’ve now replied to your email to get this sorted ASAP. Rest assured we’ll make sure that missing towel gets to you 📨
Thanks for your patience and for the kind words about the rest of the towels, we hope they’re already adding some sunshine to your summer! 🌞
Pour return an article impossible.
Pour return an article impossible.
Pour the return message to the motherboard, the transporter requests a telephone number when the request is made by email, which explains the delivery to the other side and is not answered within 15 days. The item will be returned within 30 days
18 luglio 2025
Non scritta su invito
Ordered before holiday but didn’t…
Ordered before holiday but didn’t arrive in their stated delivery window due to slow dispatch. Returned as no use now but still waiting for refund, customer service slow to respond. Very poor company
21 luglio 2025
Non scritta su invito
Risposta di Dock & Bay
Hi there, really sorry to hear this! We totally get how disappointing it is when things don’t arrive on time, especially ahead of a holiday. It’s clear we missed the mark here, both on the dispatch and in getting your refund sorted quickly.
This isn’t the experience we want anyone to have, and we’re looking into what went wrong. Thanks for bearing with us, we’re on it and will make sure your refund is processed ASAP.
Appreciate you taking the time to share your feedback, it helps us do better 💛
Team Dock & Bay
No dispatch or delivery a week after ordering
Classic example of a company trading on its previously good reputation! We’ve had various orders over the years and all had been fine so we had thought a trusted supplier. This time I placed an order for 4 beach towels on Sunday 13th July. I got an order confirmation at midday on the Sunday, since then it has been SILENT! A week later the order status simply remains at ‘order received’ and I have had no update as to dispatch or delivery. Their website proudly states: “We aim to get your order processed and dispatched within one business day.” This is UNTRUE and it is ridiculous, especially at this time of year when people are ordering in preparation for trips away, that they are not dispatching immediately.
Would be interested to hear from Dock & Bay as to an explanation. The reputation is taking a nosedive and the profits will too if they keep this up!
13 luglio 2025
Non scritta su invito
Risposta di Dock & Bay
Thank you for taking the time to share this feedback, and we’re genuinely sorry for the experience you’ve had with your recent order. We can see how frustrating it must feel to place an order expecting quick dispatched, especially with trips planned, only to have silence on our end. That’s not the service standard we aim to provide, and we completely understand why this would be disappointing after previously positive experiences with us.
While we do aim to dispatch within one business day (and the majority of orders do leave us on this timeline), during peak summer demand, unexpected stock delays and a very high volume of orders can sometimes slow things down. This is something we’re actively working on improving, including upgrading our stock systems to ensure we keep customers updated at every stage.
We’d love to get this sorted for you as soon as possible. If you could reach out to us directly at help@dockandbay.com with your order number, we’ll prioritise checking on your order’s status and do everything we can to get it moving straight away.
We really value your loyalty over the years and want to make this right for you. Thank you again for sharing your thoughts, it helps us improve.
Don’t ignore reviews
After reading many reviews it’s clear this company has a pattern of poor customer service and delivery. I made the mistake of giving them the benefit of the doubt and made an order………. It’s shown me how reviews should not be ignored. You pay for express delivery and that doesn’t happen, they use excuses and then promise to get it sent out. Hours later they then tell you part of your order isn’t in stock. I suggest this company has reached its peak and now taking its dive down to nothing. Shame but reviews speak for themselves, less positive than negative. Purchase at your own risk but don’t say you wasn’t warned.
Update after your reply.
After numerous messages to yourselves all of which have been ignored please don’t try to make out that you want to resolve the issues. I’ve had to submit a PayPal claim to get a refund as you have taken my payment but provided me nothing. Of which be warned they even ignore PayPal’s email to respond. As I’ve said to yourselves in the emails this could have been resolved positively had you refunded when you told me the items not in stock. Instead you choose to ignore that and get your own negative reviews due to total lack of customer service. The compassionate replies to all these negative reviews are just a smoke screen of empty words.
17 luglio 2025
Non scritta su invito
Risposta di Dock & Bay
Hi there,
We’re truly sorry to hear about your experience and can completely understand your frustration, especially when delivery timelines and stock availability didn’t go as expected. That’s not the level of service we aim to provide, and we take feedback like this very seriously.
To clarify, we always strive to ship express orders on time, but on rare occasions, stock discrepancies or courier delays can impact delivery. We’re actively working on improving our stock systems and communication to avoid situations like this in the future.
We’d love the opportunity to make this right for you. If you’re open to it, please drop us an email at help@dockandbay.com with your order number so we can personally look into what happened and find the best way to resolve things for you.
Your feedback helps us improve, and we hope we can turn this experience around for you.
No correspondence and no order arrived.
Ordered 4 towels for our family holiday next week. No updates from the company to say the items have been dispatched or anything. Terrible customer service. I can accept poor customer service if the items I have paid for arrive when they say they’re going to arrive but this isn’t the case. If any of the items were not in stock I should have been made aware of this. I would not use this company again nor recommend to friends and family. I will be cancelling my order whenever I am able to do so for a refund but surprise surprise they don’t make it very easy to do that either. There’s no wonder people just stick to Amazon. Very disappointed.
14 luglio 2025
Non scritta su invito
Bad customer service
Ordered. No despatch info or updates. Still not received. Sent numerous messages. No replies. Very fed up!
17 luglio 2025
Non scritta su invito
Towels not worth the money
I have bought a poncho and a beach blanket previously which I liked, and decided to buy some of the quick dry towels for our holiday.
Unfortunately, they are quick dry because they have no absorbency whatsoever. It was like trying to dry yourself with a sheet of plastic. They were not cheap so it was a big disappointment.
26 giugno 2025
Non scritta su invito
Risposta di Dock & Bay
Hi Emma! We're so sorry for your experience with our Quick Dry towels and that's not what we want for our customers at all! Please allow us to fix this for you in the best way we can! Please reach out help@dockandbay.com!
Issue with dispatch, but turnaround by CS!
I've ordered from here before years ago, and the products are genuinely great, which is why I returned to order again. However, something went wrong this time with my order never dispatched (I gave them a week). The customer service response time online is incorrect (expect longer than a "few hours"). Turns out there had been an issue and unfortunately, one of my items was then out of stock. I was able to swap it out for another and they gave me a 10% refund and then sent the order by express delivery. Just a shame about the initial customer journey but the customer service agents were apologetic once I got a response from them.
23 giugno 2025
Non scritta su invito
Risposta di Dock & Bay
Thanks so much for sharing your experience – and we’re really sorry for the rocky start! That’s definitely not the smooth sailing we aim for, and we totally get how frustrating that wait must’ve been 😔⏳
We're so glad our customer service team could turn things around for you (they're a good bunch! 🙌), but we hear you loud and clear – speedier responses and a better first impression are 100% on our radar.
Thanks for coming back to us after all these years – it honestly means a lot 💛 We’ll keep working to make things better, because you (and your towel dreams!) deserve the best 🌈🧼
Delayed shipping
Ordered at 8am on Wednesday, website promises same day dispatch if order before 1pm. Contacted customer services on Friday as no tracking info received. Response received, with short apology & no explanation. Parcel sent that afternoon but won't arrive in time for use at the weekend.
Don't advertise promises you can't keep.
18 giugno 2025
Non scritta su invito
Risposta di Dock & Bay
Hey Emma, we’re really sorry things didn’t go as expected this time! We know how frustrating it is when you're counting on quick delivery and it doesn’t arrive in time.
We’ve had a look and can see your order was delivered to your safe place on Saturday 21st June.
We’ll be reaching out to you directly to chat it through properly and see what we can do to help if the package isn't there. Thanks for the honest feedback, it helps us get better every time 💛
– Team Dock & Bay
Poor customer service and no delivery!
Ordered over 1 week ago and chased for update on delivery and no response and still no items, despite it saying delivery within 2-4 working days...! Very disappointing
11 maggio 2025
Non scritta su invito
Risposta di Dock & Bay
Hi Sara,
I'm sorry about the delay with your order. I see our team has been chatting to you to resolve this and get you your D&B asap. We'll help out :)
Helpful customer service
Update - I’d like to amend this - I have had great customer service and they are replacing the item that never arrived. So in light of that help, I’ve changed my opinion.
I ordered on 29th march for a friend’s birthday. Delivery meant to be 2-4 days. No sign of it 12 days on. Do not use this company. They haven’t even dispatched it.
Waste of time. Avoid.
9 aprile 2025
Non scritta su invito
Risposta di Dock & Bay
Hi Suzanne! We sincerely apologize for your experience with us! This is not what we want for our customers but unfortunately there can be issues with couriers where the order gets delivered but something happens. We hope we did the best we could in resolving this issue for you by sending out a new order to you :)
Today i ordered a bundle of towels
Today i ordered a bundle of towels. I was ordering late and it was a gamble whether they could arrive on time before holiday. I emailed and a lady offered to post them express ( at no cost) to make sure they arrived on time. Avry was her name - Thank you.
Sadly the towels were not in stock so I ended up receiving another email to tell me this. Such a pity. But the kindness and professionalism i wanted to share. I will order again soon. And be more organised. Thank you
8 aprile 2025
Non scritta su invito
Risposta di Dock & Bay
So glad Avry could help – she’s amazing! We're sorry the towels missed the boat this time, but we can't wait to get you beach-ready next time! 🏖️💛
POOR QUALITY DREADFUL RETURNS PROCESS
Really disappointed with the quality and feel of the poncho I ordered. Also too small and too short to get changed in and keep my modesty. I ordered a medium as I am a size 10 and 5ft 4. Arm holes were large and exposed quite a lot of flesh!
DREADFUL RETURNS PROCESS
Buyers beware that the returns process is dreadful. Firstly you have to request a return which is 'granted' by email some time later.
It cost me £6.19 to return!
Returned on February 26th. The parcel was received by them on 28th. It's now 7th March and I'm still waiting for the refund despite website stating they will refund as soon as parcel is received.
7 marzo 2025
Non scritta su invito
Risposta di Dock & Bay
Hi Betsan! We are so sorry that the quality of our ponchos was unsatisfactory for you and this is absolutely not the experience we want you to have with us!
For all returns, we do ask for 5-7 business days for processing time before you receive refund. But, if you could submit your proof of postage to help@dockandbay.com, we can make sure the return was successfully received and refund you ASAP!
Awful Delivery
I can’t comment on the actual towel, it was ordered as a present and I allowed plenty of time for it to be delivered on time, paying an extra £6 for gift card and packaging. Ordered Tuesday morning, despatched Friday morning, website states it’s likely to be sent the same day if placed in the morning or the next day not 3 days later. Present will now not arrive in time and I’m gutted. I was given £8.10 credit in compensation on s £44 order!! No compensation enough for the disappointment I feel, it was REALLY important that this present arrived in time and it was obvious it’s was a birthday present as I’d paid for a gift card and packaging. I should have ordered something from Amazon, teach me to support a small business.
7 febbraio 2025
Non scritta su invito
Risposta di Dock & Bay
Hey Morag,
We’re really sorry that your order didn’t arrive when you needed it to – we completely understand how frustrating that must have been, especially for an important gift. This was an unexpected stock allocation issue that affected the dispatch time, and we truly regret that it impacted your experience with us.
As soon as we became aware of the delay, we did our best to make things right by refunding your shipping costs and adding a goodwill discount to your order. While we know this doesn’t change the outcome, we really wanted to show that we care and appreciate your support for our small business.
We completely understand your disappointment, and we’ll absolutely take this as a learning to improve how we handle pre-orders and dispatch times in the future. We do hope that, despite the delay, the towel is still well received and loved!
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