Dwell.com Avis 159

We just had the worst experience with Dwell delivery! We bought a sofa bed and they say we would get it 2 months later ... ok fine ... the day of delivery, the guys said that the sofa is too big so they take it back ( they didn’t even try !!!). They told us to buy another one !

We were so shocked about this decision, they didn’t warn us nicely, they just left with our sofa !!

WE WILL NEVER BUY ANYTHING FROM THEM ANYMORE ! FIRST TIME LAST TIME !

I have been a big admirer of Dwell’s furnitures and have been their customer for the last 5 years or so. I had bought Three sofas, a sideboard, a centre table, tv cabinet, display cabinet etc from them over they years but never have faced such terrible experiences like I have had recently. I bought a pendant light which was defective, they sent to replace it but the delivery company forgot to bring the replacement. Then they delivered it again but this time again it was defective and one of the glass baubles was broken. So they replaced it for the third time now and I am not daring to open it yet (god knows what might go wrong this time) anyway, yesterday I received a dining table and 8 chairs from them which were first being delivered to my billing address instead of my shipping address! Anyway, the delivery people were kind enough to take them to the right address which was not too far away. Once they arrived, they had brought in doubles of each order (16 chairs and 2 dining tables) so we had to return one of each. Today when we went to fix the table it turns out to be the wrong colour! I ordered the white one but they sent me the grey one instead. I am absolutely shattered by their abysmal service. How on earth can so much go wrong with one single person’s orders? And the amount of money I have been paying out each time I am calling an electrician? Can’t believe the oblivion of the company on this matter. Are they that much inconsiderate of their customers? I do admit that they have gladly arranged several deliveries and swaps but what about the inconvenience it is causing us as a family? There has been no apologies or compensations in any way. This is so inconsiderate and unprofessional of them. Wish I could cancel all my orders with them and never again buy from them.

Really wish I’d read the other reviews before I bought the notch wardrobe. I have put together lots of flat pack furniture and never had anything break on me. This flimsy wardrobe base split and ripped out the cam lock screws and mdf. To think I paid £500 in the sale when it was £700. So they agreed to take it back and refund me, their delivery partner, Wincanton, due to collect today, no confirmation but numerous calls to Dwell they assure me it’s booked to be collected. They suggest I speak to Wincanton to get a time, 3 hours and no answer. Now have to wait until September 26th if they turn up!! In these trying times we’ve all had to learn to be patient but this is beyond a joke. DO NOT BUY FROM DWELL.

Take your money
Dont deliver
Dont issue a refund
FRAUD BASICALLY

For months I have been getting adverts from Dwell continuously popping up on my Instagram feed. I really loved the look of their furniture etc so I regularly checked out their website to make a 'Wishlist'. It was really exciting when a Dwell showroom opened in my city so I dragged my husband along to have a look last week. Omg. I was mortified at how cheap and poor quality ALL of their furniture is. I did not see ONE thing I would buy and nothing looked the way they advertise on social media. It was so expensive for what you were getting, and to be quite honest, IKEA does much better quality and design for a fraction of the cost. I was lucky because I never got as far as purchasing anything, but let this be a warning to everyone else!!!

Our Ottoman seat from Dwell broke 2 months after the 2 year warranty. The hinges broke, hinges that were used very infrequently. It was quite expensive and is now near useless. Emailed support and they refused to do anything about it "it's not a manufacturing defect"; no, its just poorly made.

The customer service is appalling. Called the help line to find out the full measurements of the chest of drawers ( which normally should be a part of the product's description in the first place), anyway, the customer service team didn't have those measurements so they tried to switch me to one of the shops so somebody can actually go and measure it for me. After 20 min of waiting for someone pick up I gave up and hang up. So I used the live chat instead and after another 20 min I finally received the measurements. However, they were totally different from those DWELL declared on the website. The real shock came when I received a report that I was charged for that call £6..... Really????? I'm definitely reporting it to the Trade Standard Officers as there is zero info that these calls are charged, and there is no mentioning of the changes when you call their number 0345 675 9090.

Shocking quality sofas.

They look great in store but are impractical and sag after minimal use. Similar to a review below, we spent £1400 in store for a corner sofa (Verona) which is now pretty much rendered useless after less than 6 months of use.

The quality of the materials is of extremely poor quality and the 2 year guarantee is not honoured as this is seen as "normal" use. I was specifically given an example that a bed also sags in the same way after 6 months and this is completely normal. Excuse me? I was speechless.

Let's just say a sofa we bought from Ikea 10 years ago still has more support than this one!

To be honest, this is worse than a scam as these sofas give you the illusion you're in safe hands with a well known company.

Avoid.

Poor Customer Service and Delivery Timelines

Ordered two side tables for kitchen to match my marble dining table. Ordered in Dec 2019 at farnborough store.
Delivery date came and they had sent one white marble side table and not the two grey ones I had ordered.
The manager at farnborough had cancelled my order. Who knows why? No apology
I am now in almost July and have a mismatched white marble one and missing the grey one. They are now coming at the end of July. The whole company is a joke. I would not use them again.

In 2019 I spent £150 on a light fitting for my kitchen. This hangs down over my kitchen table. It consists of three different hanging pendant lights in a white colour.

In March this year the paint on one of the lights started to peel away. Beneath the paint is a gold colour so it looks ridiculous. I reported this to Dwell who were quite frankly the most unhelpful company I could ever wish to correspond with. They stated that there was nothing that they could do and that the exterior of the light flaking away was not a manufacturers defect. Quite frankly, if it isn’t a manufacturing defect what else could it be?! Has the paint just started to peel away on its own volition?

I raised the again with them this month as the light is getting worse. You can see oval shapes are over it where the paint is going to
Peel away even more. Their reply to me today was that as the light still works there is nothing that can be done! My issue isn’t with the light working, it’s with the exterior of it peeling away!

£150 for a light fitting is not cheap and I expected that this would last more than 12 months. The light looks such a mess that I will have to replace it but safe to say Dwell will not be receiving another penny from me.

I warn anyone buying from this company to be wary as once they have your money they will not care.

What they don’t tell you before you part with your money....the website states that they endeavour to delivery stock items within a week...you part with your money on this basis...then the fun starts...you are contacted by email to book a delivery...currently this can vary between 4 to 6 weeks...then all the excuses begin...new contract with wincanton...large back log etc...so why does the website still say one week??...if I was told 4/6 weeks lead time at the start I would have gone elsewhere....simple...that’s why they don’t tell you...customer service never once returned a call...had to constantly ring them...the products finally arrive...with the prices paid you don’t expect flat pack...I would have gone to ikea...the instructions state a 2 person job by professional diy....well I am no professional so what. Do I do?....once you start there is no going back...total hassle from start to finish...simply just go elsewhere....

Awaiting for a missing piece since February. Instead of just sending us the piece we have been told we'll get the whole bed delivered again and then pick up the old one. Which implies disassembling the bed to re-assemble it again - it's ridiculous!

Oh and yes, the earlier they can do is July. It's been great sleeping with a mattress on the floor for four months. And of course no compensation ... why would they right?

If you can, think twice about buying anything from them if you want to avoid disappointment.

Awaiting a refund since February. Every time I ring they say there is a problem with IT department. Absolute joke. Imagine a big firm trying to steal a big 40 pound from you

Awful quality sofa!! Peeling and told it’s wear and tear after 6 months of purchasing. Also told it’s because of wearing jeans but that does not explain how it’s worn away on the arms of the sofa. They are saying they won’t do anything else now the independent technician has been. Don’t buy from this company

Only put 1 star because it wouldn't let me comment if I didn't.
Corner sofa (admitted showroom one but should still have lasted)
Frame collapsed, springs coming through,legs/feet snapped off. Have had to put a goalpost under to support it. Even after sending someone out to inspect it, they supported our issues. E mails back and forward still no conclusion. All this from February. Would never go there again and would definitely NOT RECCOMEND them

DO NOT BUY!

Ordered over £3000 worth of furniture. Delivery dates all set, then with no communication delivery dates changed to a month later. My children won't be sleeping on floors!

No respect for the customer.

A JOKE!

We purchased a faux leather corner sofa from Dwell two years ago. It is already coming apart at the seams and has various sites of peeling and wear and I can honestly say it is not excessively used in any way.
We will definitely never purchase anything from Dwell again.

I wouldn’t even give Dwell 1star. I received a damaged table but because I didn’t examine it on delivery (I felt it better to keep it packaged up until I needed it trusting that Dwell’s furniture would be high standard)and therefore 30 days lapsed. When i contacted Dwell they accused me of damaging it... now why would I do that !!! The customer service was deplorable no respect for custom or even an offer to repair or replace ... even at a cost to me, just a shut down from an alleged manager. Horrible people to deal with I will never buy from them again and never everrecommend them either.

THOUGHT I HAD PURCHASED A SIDEBOARD
Placed my order yesterday and waited for confirmation of delivery as it stated in stock, one day delivery.
Contacted online helpline, only to be told that the cabinet was the last one in the warehouse and it was damaged, so I wont be receiving my order.The product is discontinued. How long would it have taken for them to advise me? Thought it too good to be true as it was discounted from nearly £600 to £249.
Asked if a refund had been done. Told that she would do it now, but it would take 2-5 days to get money back into my account. Totally unacceptable!! Made me very wary.Won't use again.