Dwell www.dwell.co.uk Review

Overall Rating

None

I feel I experienced extremely poor quality control
Customer service seemed unable to do anything to help without putting me on hold for supervisors who invariably disappointed me even more.

I recently ordered a number of items from Dwell (order number 305678) from their store in Angel and I am disappointed beyond words with the quality control and the responsiveness of their customer service managers and quality control managers:

Double Extending Dining Table (102312): List price £395
Triple Level TV Unit (102318): List price £149
Upholstered Dining Chairs (6 units of 104107): List price £414
Notch handle bedside table (2 units of 104368): List Price £158
Walnut Storage Bed Super King (104393): List Price £495

Corner Sofa Unit:
Oban modular corner unit single coffee (104329): List price £325
Oban modular left arm unit double coffee (105064): List price £475
Oban modular right arm unit double coffee (105068): List price £475

Total Value order plus delivery charge ( £30) = £2916

Of the above, all except the sofa units and the bedside tables were to be delivered within 4 days and the rest by Nov 20.

When the first of the unit arrived, 3 out of the four items were faulty e.g. Table top was massively scratched, TV legs couldn't be screwed on because the threads appeared faulty and the bed was delivered with wrong brackets and piston for the slatted base to be attached.

I have now been on the phone with customer services at least 10 times in the last week and found the company to seem irresponsible in delivering working furniture to a customer who is spending almost £3000 on their products. They are sending replacement items one by one at seemingly random delivery times. Moreover, even the replacement table they delivered this morning was faulty as the locking mechanism for the extension looks to be broken! I am very disappointed with the apparent lack of quality control at Dwell, they have managed to send 3 defective items (and one for which even the replacement was defective) out of 4 that have been delivered so far.

During my last conversation with them I asked them what are they going to do about all of these foul ups? They initially offered to waive the the £30 delivery charge (I thought the audacity was mindboggling!). Then I continued to ask them and they came back saying that they would give me a total of £205 off the faulty items (less than 7% of my total order).

We ordered everything to match and have already spent hours assembling the chairs. The assembly instructions that come with their furniture seem difficult to say the least, not to mention the fact that components appeared to be missing from all of the packs they delivered (even the faulty table delivered in the first instance had no stoppers to keep the extension in place because they apparently forgot to pack it). So we are stuck with them and have to wait for the sofas now with a huge amount of trepidation.

I am a reasonable person and have always tried to be that way on the phone with them but the customer service reps I have dealt with seem to have no authority to do anything for me, they keep having to go back and forth to their supervisors to figure out what to do.

I leave it to you to decide whether you will ever consider ordering furniture from a shop that has treated me as a customer in this way. I will update this post as I hear more and see what else they are going to do about the rest of my order.

P.S. The replacement bracket has just arrived in the mail and I have now found out that slatted bed base has holes that look to be nowhere near aligned with this bracket - so the saga continues.