Dwell.com Avis 159

I phoned Dwell's Sidcup branch to order a mirror. Jermaine who is the branch manager was so so helpful and friendly. If only everyone was like this the world would be a better place. Highly recommend the Sidcup branc.

Don’t buy a leather sofa from here unless you want it to last more than a couple of a years and not peel all over.
Bad customer service when you email them and they call it ‘normal usage’ and then ignore your reply!

I bought a dwell faux leather sofa it cracked after a couple of years, It was unusable.
Made the terrible mistake of buying a leather sofa from dwell and after literally a couple of weeks there's a me shaped visable dip in the chaise.... looks totally awful and is uncomfortable. What terrible quality for 2 grand.
Never again.

Over a period of 6 years have bought 6 items of furniture from dwell and am sad to say they havent lasted well we bought 3 chest of drawer sets and the drawers on all of them wint stay shut keep sliding open dreadful and a double bed where the slats have broke not due to us I can say I take great care of everything I own such a shame will never buy another piece from them again

It has no strength at all. I just collapse into a very soft back. And I’m only a 65kg man. The side rests are too low so it’s impossible to lie on the sofa either without busting your neck. Had to move if by around 50 cm across the wooden floor and two of the wooden legs came off. The zip on the sofa cover fell apart the first time I was trying to remove it as wanted to wash off a WHITE wine stain. The stain hasn’t gone either post-wash. Haven’t dared to use the sofa bed as am worried that the thing won’t fold back.

It does seem that i am not alone in the fight against dwell !

a long story short is that we had a Faux leather sofa which not even 2 years old starting to split just were the wife and I sit, im sure its down to the plastic leather heating up when on then cooling down and so to crack/split ever so slightly , well the cracks can only get bigger which they did and now it looks just so poor for what really looked at the start as a ultra modern fake leather sofa.
any way after dwell said its not there fault and its not consistent with a manufacturing fault or defect i did a bit of searching and asking around and came across the sale of good act for furniture (most things really) and it goes like this

Any sofa we buy should be of satisfactory quality, fit for the purposes specified and as described. Therefore, if it is described as leather, that’s exactly what it should be. If it described as a particular colour or fabric, it should not differ widely from this. If it a sofa-bed, it should function as a bed as well as a sofa. It should also remain in good condition for a reasonable length of time without sagging, coming apart, or deterioration to the fabric. Just because you have had the sofa for some time, this does not prevent you from making a complaint on the basis of premature or excessive wear and tear.
If you are making a complaint, the retailer will always be your first and only port of call, and not the manufacturer. Retailers may also try to tell you that there is nothing they can do because you are outside your warranty period, or because you don’t have one. A warranty is irrelevant where quality and durability are concerned, and you have the right to a remedy under Sale of Goods.

what i intend to do is pay for a independent inspection on my sofa and i am right and it is premature wear/cheap materials.. then with this independently backed information will take it to court.

if successful in they will have to reimburse me for the paid inspection
yes it is a risk but enough is enough right....

i feel there are a lot of company like this that just take the ...
lm making a stand and face them head on

Hope this helps others

Although the furniture is lovely I am extremely dissatisfied with the customer service. I was provided with a verbal and written price honour agreement before the Christmas sale allowing me to claim the difference if my items dropped down in price (noting that staff work on commission). Now this agreement is being disputed despite being in writing. The Bristol store and customer services have given me three contradictory statements and the matter goes unresolved after many emails and calls. Having to deal with rude staff on the phone while with my 3 young children is unacceptable. I expect more from dwell!

Possibly the worst customer service experience I have ever received. We have now had 3 delivery dates, the last 2 resulted in a delivery lorry arriving without our sofa on board. TWICE! We have made numerous calls to customer services and been promised call backs on each occasion. Number of call backs received still stands at 0. We have had a Christmas with visitors with no sofa to sit on and still we wait. Personal work schedules have been changed 3 times and yet the customer service team show no interest in resolving this or even owning the problem. Massively disappointed by this whole experience and unlikely to ever use again.

Terrible customer service. I recieved a ripped and damaged sofa which I can only imagine was not properly quality checked. I had to wait longer than was agreed as the delivery team failed to show up on the first agreed date.

I now face the prospect of having no sofa on Christams and having my pregnant wife sitting on the floor untill I can find a replacement from a more reputable company.

I have had issues at every point of the customer experience. Delivery not showing up, A ripped sofa so badly damaged the leg would not screw in and above all the abysmal customer service. I waited for hours on hold waiting to speak to someone.

Trust pilot should have an option for zero stars. The only good reviews you can find online about Dwell seem to be fake. The rest are all bad. This is a company that will no doubt disappear a short number of years from now as their stuff is rubbish and overpriced, and their service is bad. We were bought a set of Jenkins chairs from an aunt (brand new as she bought them for us) and we bought a few additional ones to match. 12 in total. Within 5 months they are peeling and the material has cracked. They look terrible. Such cheap quality and the material is designed only for a few weeks of aesthetic display in store. Not for use. Utter rubbish. Customer service didn’t want to know at all.

On a positive, we’ve avoided buying any other furniture from Dwell and dissuaded family and friends from buying from there. Dwell have lost out on more than 10k of business from us alone as we ended up buying a full dining room and lounge suite elsewhere. Sticking with Quatoppi, Bentals and Heals who have provided great service and quality items and no peeling!

Absolutely shocking, save your money. Ordered a £350 coffee table to receive a shoddy piece of furniture from them. Absolutely awful, wouldn't have paid £50 for it.

Contacted them to return and the earliest collection date they could organise was in 20 days! Collection date arrived, I was out so left the parcel out front for the driver.

When I returned home the parcel was still there. Checked video footage and the driver had got out of his van, scanned the item and then left without collecting the item. No phone call from the driver, no refund and I still have a great big parcel and am out of pocket £350.

Husband called Dwell today to find out what had happened, they apologized and said they could collect until after Christmas. This is simply not good enough, we could have couriered the item back to them 20 days ago and have our money back in time for Christmas.

Thanks for nothing Dwell and Richard in customer service who wasn't prepared to go any extra distance to sort this.

Horrific experience with dwell belfast . Sitting without a sofa for 5 days now, promised me over the past 5 days that the sofa will be with us at the end of each day. Still nothing. No aftercare at all. Absolutely hideous service and no one seems to care

Bought a sofa from them two years ago via Wayfair. Spent good money. Couch is in a low use area, but one leg broke off, two are loose. They couldn't offer me anything for compensation. Don’t buy their junk!!!

The worst customer service I have ever experienced. The sofa cover ripped in the wash despite the tag not mentioning to not put in the machine. When I complained they said that washing instructions are clearly posted online. We asked them to send out new covers and they said they couldn't do it. They couldn't even get us the suppliers name so we could order ourselves. Same response multiple times. Utterly useless. It's such a shame because the products are good quality, Avoid at all costs. Avoid, avoid, avoid.

Dwell hell - Bought a sofa, after two failed deliveries and numerous calls to customer service, ( waited three weeks to get a reply to my emails) I eventually relented after being told my sofa that had been promised delivery on the 24th September was going to be out of stock for another 5 weeks or so. So., I contacted the Store Manager Veronica who is the only helpful person I have spoken to at Dwell in this whole horrendous experience, and I ordered a different sofa, which has now been delivered but has dents in one side of the arm, again I emailed customer services, no surprise no response, even though they assured me when my sofa was delivered, I would be compensated for the disgraceful service I have encountered, and now to add insult to injury i have a damaged sofa.

I just had my suite delivered after the delivery men demolished an art piece in my hallway , I found that the fittings for the feet rests of the suite did not fit , I spent over £2200 , I waited some 36 mins to customer service such a waste of time , to everyone don't believe the nonfrom the sales people in the shops it's all lies their service is crap to say the least I personally am bringing them to court to expose their dishonesty , pkease do not buy sense from dwell

If we had read the other reviews on Dwell we would never have bought from them.
We are now also experiencing terrible customer service after our sofa was delivered without legs and faulty leg fixings.
We have been on the phone to them several times and emailed but we have had not progress on solving the problem. Their email line says they respond within 48 hours but there is no response whatsoever. When you finally get through on the phone, they said the legs would be sent and a Home Serve appointment would be made for the faulty fixings to be fixed, but neither of this was done when we called again to chase up.
I can’t believe the poor poor level of customer care. Just appalled.
Hope others will do their research and read these reviews.
Also hope Dwell will take some proper action.

Poor customer service

We purchased a grey marble dining table and chairs from Dwell, and was delivered within a week (yesterday)
The delivery men came, traipsing through my house without even wiping their feet first.
They dumped 5 boxes and left. There was no unpacking, and we had to assemble the items ourselves!! If we wanted to do that, we’d have bought our items from IKEA!!

When building the chairs, there was a set of fixtures missing, so I’m now trying to call their ‘customer services’ number. Managed to get through quite quickly and spoke to a call handler and while explaining what the situation was, she hung up on me!!

The lady I eventually manage to speak to was lovely and will make sure they’re sent 1st class delivery, so fingers crossed.

Not holding my breath though...

I wish I’d have seen the reviews before purchasing... The store and the items look 5*, so you naturally expect a 5* service. Just goes to show that you can’t judge a book by its cover.

The absolute worst customer service ever. I have a sofa under a year old falling to pieces. For 5 weeks I have been chasing the watford store and customer service, and am being fobbed off. They simply don't care, Martin the store manager at Watford, treats the problem like its a joke. So far as to put the phone down on customers and say its not his job, to sort the faulty sofa out!

just appalling

Shocking. Ordered a new floor lamp. It arrived ok but parts didn't fit together. Have wasted half a day trying to build it. Realized it had wrong construction so called Dwell. After many calls and emails they offered to collect and a full refund, or to keep as is and get a 10% refund. I asked for a replacement lamp and was told out of stock for 13 weeks.