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“Great customer service - awful products! What a shame”

written by on 10/12/2014

It's sad to write badly about a company when the people are so nice, helpful and willing. Our story begins with the purchase of glass table, two bedside tables and two matching chest of drawers.

We had to wait five weeks for the chest of drawers but that wasn't a problem as the team helpfully suggested they deliver the rest of the shipment earlier which they did. Unfortunately, when I opened the packaging for the table and bedside cabinets, the table had chip marks in the chrome where the chrome plating process hadn't taken properly. One of the bedside cabinets had a broken handle and the other had a crack along one corner. I swapped the broken handle over and had the table and one bedside cabinet returned with a request that any future deliveries be visually inspected prior to delivery. Two weeks later our replacement units arrived with the long awaited chest of drawers. You can only imagine my disappointment when BOTH of the chest of drawers had major faults, one with cracks and the other with a drawer that was completely out of line. The 'quality inspected' replacement table had a really badly chromed support bar and (guess what) the bedside table had a crack in it! I was so fed up with unpackaging items that I knew would be faulty I nearly lost my cool entirely. To end the story, clearly I was very unhappy with the goods and arranged to have the entire shipment collected for a full refund. I am just waiting for confirmation that my money has been paid back in full, but don't anticipate any problems as Dwell's customer service is probably the best I've ever experienced. They answer the phone's immediately, know exactly what's going on, are polite and helpful and meet their promises. The buyers and quality control team need a good shake though!