dwell UK Anmeldelser 28 652

Bought expensive dining room table and chairs from DFS and delivered in Jan and it was damaged took them to April to get a replacement and its worse than the first one spent £1500 on rubbish and the service from the delivery company was just as bad

Bought a coffee table from DFS but made by dwell... The delivery time was long by wincanton and arrived damaged however have now had it collected and new one sent out 3 times and this is the third one that's still arrived damaged with a crack. We are going to get a full refund and will seek compensation to. Very poor.

I purchased a sofa on January 11th, but it still hasn't been delivered. They sent me a text scheduling the delivery for tomorrow, yet today they called to inform me that the sofa hasn’t even arrived at the distribution center. The original delivery date was March 11th

Save yourself the aggravation of buying from this company. Bought a single 3 seater sofa for £900 4 years ago that has a 15 year structural guarantee. This sofa has been plagued with structural issues 6 months after delivery. Constant calls to customer services to have this repaired. Always turning up with wrong parts. Last engineer stated the the front frame was twisted and that it should never have left the factory like that. Clearly a construction issue. Last attempt to have the sofa repaired i was told my only options are £100 refund and i can keep the sofa or £150 refund and they will come collect the sofa. What happened to the 15 year guarantee? Clearly not worth the paper its written on. Sofa is currently in a skip on its way to the tip. I will never buy anything from Dwell or DFS AGAIN!!
Dwells high price for poor quality products and non existent customer concern or guarantee

The Leeds branch, it's definitely very slow. They are very polite with customers, there is no problem in this regard. I can't get an answer to any e-mail. 10 days of running around about the house, no response and more. I'm just waiting for the house contract.

Ordered a table from Dwell and it arrived with scratches on it, so had this replaced and the second table arrived with scratches on that too. Returned it and was told I would still have to pay for delivery because "there was nothing wrong with the delivery".

I had bought one of those amazing beautiful looking ceramic marble dining tables 5 years ago and absolutely loved it, I still love it! However, the table had very little use and now looks like its bend on the sides and slightly deformed!! I wouldn't expect to see that from a ceramic marble product. I contacted the shop but there is nothing that they can do as its beyond their 2 year warranty. I should have bought a real marble table like the one my grandma has for over 100 years now and it still flat.
Although I really loved shopping from you guys.. this makes me have second thoughts for your products and support.
Please be aware!

I purchased a sideboard in December I wrote to company as doors are cracking and not painted properly. No reply. I wrote again to which they said I was to late and never received first email which I can't provide as email got hacked during process of buying this . So basically I'm left with a faulty £600 sideboard. Thanks DFS.

Bought a glass topped extending table and four faux leather swivel chairs for my kitchen. Looked very stylish and solid and at first I was pleased with them. The chairs are now creaking and one chair has started to collapse to one side and is unsafe. The underside of the pedestal on all four chairs is sharp and I had to put felt pads under to stop damage to my high gloss floor.
The coating on the underside of the table has cracked and is peeling off. This set cost me close to £1500.
When speaking to customer service about getting some kind of remedial work done on the table, which I was happy to pay for, I was informed that it was no longer under guarantee. I was aware of this but was looking for some sort of acknowledgment of the fault and maybe a way to contact manufacturer for advice.
I know we live in a ‘throw way’ era but I was certainly not expecting to have to replace this furniture so soon.

Bought a chair from Dwell, the quality is totally different from what I got from the order 3 years ago.
The delivery guys are rude too.

This company has the worst customer service I have ever experienced. From start to finish I have had to chase up my order, extremely poor communication from dfs/dwell side. Items on website stated delivery within 1 week & have taken 3 months of me pestering & phoning to be fobbed off with poor excuses & often no phone call back after being assured id get a response from the complaint department within 3 days but they can’t even do that right. Eventually received my delivery after 3 months & they have sent the wrong chairs. I am still trying to get them to speak to me about returning them & they are still promising to phone me within 3 days & then don’t call. I still have big box with wrong chairs in clogging up my living room & I will not recommend buying anything from this company to anyone which is a shame as the product is quite good. Don’t trust what the website says about 7 day delivery or in stock it isn’t true. Shameful behaviour from this company. I would also add that my table has slight damage & is of inferior quality to the same table I bought 12 years ago, I am still waiting for someone to contact myself regarding returning the wrong chairs after repeated calls & email. SHOCKING

Dwell are advertising Tresco furniture is in stock and will be delivered in 7 days. BUT its actually NOT in stock and they are not able to tell us when it can be delivered. They were happy to take our money though!!! and no one available to talk to us for 3 days at least. V poor service dont believe the website!

I purchased a large mirror ,was different to the pictures. I've contacted them regarding the return ,each time someone will be in touch..same old same old...dont buy from this company worst company.

Good products dreadful customer service. Ordered a bedside table and immediately realised I’d ordered the wrong colour. Contacted them and was told that they would change the order. Great, or so I thought. They delivered the wrong one saying it was too late to change the order, the carrier didn’t collect the item until the day after I contacted them. I’m now getting absolutely nowhere trying to get them to collect this. They keep saying that someone will contact me about collection but then no one does. This is going to end up with me contacting my credit card company and trading standards. Avoid at all costs.

Edit: utterly sick of these clowns so tried to speak to them again, asked to speak to a customer service manager/supervisor and was told that the customer service manager doesn’t speak to customers!!!
Edit: 2nd of January and I’m still waiting for a refund even though they collected my return on the 14th of December. Abysmal company to deal with.

Ordered some cushions back in September and they didn’t arrive, I finally chased to be advised they had been discontinued - I was not emailed or phoned to advise this. I requested a refund and was advised it would have to be escalated in order to process. I received a call which I missed so called back on the number left on my answer phone to be advised the escalation process would have to be started again. I requested further communication to be done via email which was agreed. I then recieved a text a few days later to say you had tried to contact me but I had no email or missed call. You’ve had my money since September, you can’t deliver the product yet i am having to fight for a refund. It’s a joke. Will go through my cc to do a charge back as it’s ridiculous and will never order again.

If I could of selected zero stars I would.
What a complete shambles and shocking customer services.
Placed order for dining room chairs early Sept. Told via email I would get them 4 weeks later which was fine. I received 2 x emails just before delivery with one of those being the day before to confirm delivery. Waited in all day, no delivery. Long story short is numerous emails and confirmed delivery dates to then be told system error and the order would need to be put through again with 1-2 weeks delivery. (website has stated for weeks you car order chairs and get delivered in 1 week.
I then got an email from customer services today 22nd Nov (10 weeks after initial order which I paid for in full) to say it would now be March 2024 before I get my dining room chairs and do I want to proceed......
Needless to say I have cancelled my order and unlikely to get dining chairs now in time for Xmas.
Thank you Dwell for a shocking experience.....

Terrible communication, awful service. Ordered dining chairs early September 2023. Still not received them but they are available to purchase on website today for delivery within 7 days. Constant promises of help but still waiting. Latest we were told was that they don’t know what has happened with our order and will have to order them again. That was a week ago and still nothing. Will 150% never ever purchase anything from Dwell again, and I have reported them to trading standards.

Ordered a black side table - received a white one instead.
After ringing customer services to tell them I was told someone would be in touch in 72 hours?! Pretty sure if I wanted to order something it wouldn't take that long. 48 hours later I get an email asking what I would like to do, advised I would like the table I originally ordered and for the one that is currently sat in my kitchen to be picked up. No reply. The following day I then received two contradictory texts, one say an item will be delivered the following Tuesday, another one saying I will be notified when my product is in stock? Emailed to ask for clarification, no reply. Emailed 3 days later, reply the next day saying my item will be delivered today and the unwanted one picked up tomorrow. Believe it or not... no delivery today!
Understand that mistakes happen, however I fully expect a company to rectify a mistake efficiently, update customers of how things are going to be resolved and reply to emails!!!!!!
Never again will I use this company.

UPDATE - the parcel has been delivered today... IN WHITE AGAIN!!!!!!

September 2022, I made an online purchase of a Dorrio coffee table and it was delivered in November 2022.

While renovating, the box was left unopened. I assumed it would be in excellent condition since we had previously shopped at Dwell. When we opened in July 2023, we noticed scratches and a yellow stain around the framework.

The frame is believed to be made of brass gold metal, but the colour seems to be peeling off and the marble is discoloring.

I immediately contacted customer service and an assessor was sent to review the coffee table.

I did not receive an updated and contacted customer service and I was refused for a replacement despite the table is under manufacture guarantee which I believe should cover the peeling paint and marble to be discolourising.

I will never purchase again

I placed an order and as it was a small item, the website stated 5 days for delivery. A week had passed and I received no notification via email or text with an update.

I phoned the company twice and was told they would need to contact the supplier and the manager would chase this up and call me after 72 hours. They couldn't even give a manager's name because there apparently a team of them o had no idea who would call me.

A manager never phoned, I had to phone again and then raise a PayPal dispute. On my third phone call, I was informed a refund had been issued. There was just one person who took my issue seriously and informed me of the process and eventually, I got my refund.

Extremely poor customer service. If a manager is being paid to do a job, why can't they do it? They had an obligation to fulfil as a manager and overall as a company to deliver an item and good customer service.

If managers cannot be bothered to phone a customer who has a genuine complaint then they are in the wrong job.