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“The extra mile”

Written on: 22/04/2012

We do not generally review products or services but make an exception in relation to the service we received from Dwell.

Having searched for my twin daughters' bedroom furniture for quite a while, we passed the window of the Cheltenham branch of Dwell and saw a likely looking bed and wardrobe. I knew that Dwell had a reputation for good and affordable furniture. I wasn't prepared for the level of boundless enthusiasm, customer service and flexibility with ordering.

Our main point of contact was Rebecca, who resheduled her time off to talk through the options to my husband the next day. Slats v no slats; low beds v high beds; stacking boxes v wheeled boxes; the positioning of corner sofas (joined v not joined)- every configuration was tried. In two days we spent nearly 5 hours in the shop!

Rebecca even fed our children some of her food when they started to flag!

There were many helpful suggestions and a commitment to try and get what we wanted even when it was not part of the original design of the furniture we were actually looking at.

Nothing seemed too much trouble.

The reward for Dwell for such great service is an order, and no order for any of their competition, all of whom we looked at.

We haven't received the furniture yet but if it matches the service levels of the company we will be nothing but delighted.


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