Dwell.com Avis 159

Took receipt of a tv unit on 20-06, we were decorating / refurb whole room, so the very heavy item (75kg) lay in its box till it was time to furnish room, which was 25-07, we noticed two flaws, this was reported to Dwell who responded promptly and stuck to the ‘letter’ re their T&C’s re a 30 day reporting period, I cannot question the rules, but the response to this genuine claim in respect of an undisputed quality of product issue, has left us feeling badly let down.
This very specific & important part of the contract should be clearly stated on the delivered paperwork !! - to be advised that it is on the website & for you, the customer to accept prior to any delivery is not, in my opinion the way to convey this information.
Having visited the shop in Edinburgh it was clear that Dwell do value customer satisfaction, but when the true test arises in addressing their product quality issues, they avoid the issue.
So I won’t Dwell anymore.

Excellent service.
Was amazed how the company replaced the whole unit when a defect was notified over email conversations...would definitely recommend...and I love my chestnut drawer.

Scott at the Edinburgh branch is a great guy and a wonderful help in choosing my house furniture.
Just bought some more items today after buying a sofa a few months ago.

Thanks Scott. I'll be back.
Shahid

I received first class service from Gary the store manager in Rugby and also Megan, the sales assistant. They went out of their way to be helpful to me. They are an asset to the company . I highly recommend this store.

The customer service I received from Callum at the Warrington store was exceptional.

Thomas Maben gave us truly excellent service when we purchased a set of chairs from the Edinburgh store. He couldn't have been more friendly and helpful. We'll definitely be back!

Excellent service received at Elliott’s Field Store.
Cara was extremely helpful and managed to get the furniture we wanted even though it was not available to order.
She even recommended an excellent delivery driver as well.
We were in store at 11 and the furniture was in our home by 9 pm.
Would definitely recommend and shop with Dwell again.
Carole

Claire B in the customer service team <-- total legend. My order got damaged in transit and she arranged a replacement and collection. A+ customer service and lovely items - will continue to buy from them.

Bought a large mirror from the Edinburgh store this morning and so far so good. We spoke to Thomas Maben and he was very polite, knowledgeable and spent time searching through their offers to find one that was applicable to our situation and in the end we got the mirror with almost £50 off. Mirror is due for delivery within the week so hopefully it will go well.

After counting down 10 weeks from when I ordered a Vienna Sofa and Armchair in Stone Faux Leather they finally arrived last Saturday (April 21st), upon opening the packaging etc I noticed when attaching the legs that 2 two were screws missing, but I called Dwell customer services who very promptly sent replacement screws in the post the next day.

At first I was a little dissapointed to see the Sofa and chair had gone onto promotion with a discount from what I paid at point of order only a few days after delivery, but Chelsie @ Dwell customer services went above and beyond what I expected and she refunded money to my card which was very decent of her
So this review says that tChelsie and the rest of the Dwell team really have great customer service before and after the point of sale and really try and satisfy the customer. If I can find more space in my apartment I will look forward to future purchases from Dwell

Mr Lashley

Giving 1* because of my local branch... The manager in the Slough store is rude, obnoxious and arguing with customers and his staff! I used to love coming there and always feeling welcome last year, but ever since the new manager joined, I prefer to stay away. The rest of the staff is really lovely and helpful but unfortunately it doesn't help this review.

Just bought a two & three seater sofa from the Dwell Edinburgh branch. Very impressed with the customer service received from Carmen who provided excellent product knowledge & made the purchase a very smooth process. Now looking forward to delivery of our new sofa's in around two weeks time - great.

Bought an ex-display item from the Enfield store. The staff there are just delightful. Helpful, courteous and went above and beyond what was expected. Lovely lady Sunita completed the transaction for me & then the store manager helped with the dismantling & repacking for me.
Returned and purchased a chest of drawers, again the same courteous service this time from the store manager.
Can honestly say would return to the store for further purchases, especially when presented with great sales staff.

Avoid this furniture company. You pay a lot of money for furniture which should be very good quality( I thought it is ) and it's more like Argos level just few times more expensive. I bought walnut crossed leg table. After using the table only twice for evening meals our youngest son (5 years old was using the table to draw a picture using pencils. On completion, after removing the paper, we were shocked to see that there were many indentations visible. We would not expect such damage to occur especially as our son was not using any particular force whilst drawing.
I contacted customer service but was told :Unfortunately the issue you have advised us of is not caused as a result of a manufacturing fault. Due to the nature of the issue reported we would not be able to offer you any options to resolve. It would be advisable to use a matt to protect the surface of the table.
So my point is - should I use this table or only look at it in case I can damage it? It is really shocking- quality of product, customer service -opinion from photo which I attached to show what I am taking about. Not happy at all.

UPDATE 21.03.2018
Nobody phoned me in 24 hrs. I got emails :
As previously advised, using a mat would be recommended as the table is not made for the purpose of pen going through onto the lacquer, however, if you could please forward images of this issue onto us so we can look into this further for you.

After my email with photos again I got reply:
As advised, we recommend protecting your table as wood veneer can scratch with sharp objects such as a pen.
Your 2 year guarantee is valid on manufacturing faults, however this does not cover accidental damage or damage through usage.
You may be able to get a third party to rectify this for you, however I am very sorry but unfortunately we are unable to assist you further with this.

So Dwell please change description for Walnut crossed leg table that: customer you need to be careful with this table, please use mats all the time or better cover the table by tablecloth( my gradma used to do it) and the best idea is only look on this table NOT USE IT.

Update 22.03.18

After my email today requesting new table top as I feel it is not my fault as I wasn't advice to protect table all the time I got reply:
Good afternoon,
Thank you for your response.
I am sorry you feel this way however due to this being a non manufacturing fault, we will not be taking this further.
If you do disagree with the outcome of this, I respectfully advise you obtain a report from a nationally recognized VAT registered company that can provide a report with images.
Should your report confirm a manufacturing defect then we will discuss accordingly.
Kind regards,

SHOCKING I need find company to check it!!!! My experience it is very bad with this company. I bought few things from them but never again!
Terrible customer service!!!!
I need to admit that I could see few marks which even my son did not make( and we used this table few times) so you can imagine quality of this table!!!!

Hi, at dwell Warrington, we purchased a Lucerne dining table with some great help from a sales assistant named
Daniell. She was so informative and had a good listening ear to understand
Our needs. Thank you daniell. Malc & Janet kay

I initially had a positive experience with this company but unfortunately that has changed.
I bought some furniture from this company due to it's so called high end goods.
However my dinning table The Effel soon chipped very quickly.
I called customer services and they sent out a new top. Great! Or so I thought.
The second one has chipped again.
I am super careful with my goods so I came to the conclusion that the finish on this table is weak.
When calling customer services about this
problem again, they have suggested that I've banged heavy objects on it. Wow!..
If place Matt's are a heavy object we're all in trouble.
I wanted to change it for a glass top table in their range and purchase a second sofa and a TV console but after their disgraceful comments I won't be buying anything from them again.
Could have gone to a secondhand dealer for This service, or lack of.
They're saying if they have a table top they'll send a replacement.
Better put a table cloth on it, just like Granny!!
If you want a nice looking table that you can never use Dwell's your company.
As for me I'm gonna shop elsewhere.
Now my other lovely furniture from them has a negative feel.
Thanks so much Dwell for your modern caring company. !!!!!!!....

We’d been shopping around for some furniture and after stumbling across Dwell online we realise they had a branch in DFS at Milton. If your after design and something that that won’t break the bank then this is the place to go. Every piece of furniture has style and looks modern, the sofas seem nice and firm which we like and also a lot of items were on sale. Bonus!!! Oh and another great point all items are generally stocked so none of this 14 week wait and you even get a chance to return it if it’s not suitable. Dwell where have you been all my life!
You know how you generally find pushy salespeople or maybe some that go over their way to please. Well I have to say, they’re not my type. Thomas from Dwell however was totally the opposite, patient, friendly (but not over the top), professional and most of all honest. We spent around 2 hours trying to make a decision between the 2 sofa’s we wanted and Thomas was so patient with us, the sofa wasn’t even expensive. Only a few hundred pounds and he was still so willing to help us, we were sold. A week later we turned up to say we had changed our mind and wanted the other sofa which was also no problem at all.

Extremely helpful service from Thomas Maben at Dwell Edinburgh. Will defiantly be back to purchase more items for our new home.

Extremely helpful staff at the Edinburgh store - special thanks to Thomas M for sorting out an order issue for us. Great customer service.

Mike and Brett was extremely professional when delivering my products. Thanks so much guys! Came on time and let me know before hand too so I could be read. Extremely helpful and took everything in for me.

order no: 1924111