Written on: 21/08/2013 by CWelch (1 review written)
I recently purchased a Summerhouse from Dunsterhouse in Bedford. It was one of their sale items, which was only going to be on sale for two weeks. It's funny how I look on the website two weeks later, after the sale has finished, and find the same summerhouse for the same normal price as my discounted sales price.
This being the minor point, and now where the fun starts.
I started to build it on Saturday morning, and got to the point of all three walls up, and the front doors and windows to go it. When I un-wrapped one of the windows, I noticed that one of the frames had split and broken, not badly, but enough for me to want a new one. I immediately called them and was told that the customer service team doesn't work weekends, and I should contact them on Monday by email only ( no phone number). I then continued to explain that unless the window goes in, I cannot connect the top two corners of the cabin, and it would be very unstable, and without the roof on, could get damaged by rain, etc.
Their response was something that I still can't believe. The first man told me to continue with the build, and basically said it's not his problem, it's customer services problem and put the phone down. Now, calling from a mobile phone, I first thought that I had lost the signal. So, I tried again, and a different person had the same response, not my problem and then cuts me off. I then thought I will try again and had the same response even though I did mention that I would come to their office to show them, and was told they would call the police.
Now that Monday has arrived and gone, and after 3 days of emails and photos to customer services, they have now told me that because I continue to use the window in the build, to stablise the cabin, I had excepted it's condition, so Dunsterhouse would not replace it.
Anyone thinking about buying something from DUNSTERHOUSE should be very careful. I think spending the best part of £3000, should entitle me to some customer service.
As rated by real users
"No luck so far" Read More
"Not recommended" Read More
"Poor Customer Service ; Parts ..." Read More
"Phew...." Read More
"Shedstore.co.uk & Forest Garden" Read More