Dunster House Log Cabins - www.dunsterhouse.co.uk

★★☆☆☆
2.3
30.0% of users recommend this
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Latest Reviews

“Stear clear at all costs ”

★☆☆☆☆

written by Annabelle424 on 13/02/2024

STEAR CLEAR AT ALL COSTS! Don't even bother to waste your money. As older reviews have stated, the after sales customer service could be better run by daycare nursery, you can never speak to someone and it's all done via email. Not a single piece of timber is labelled so it's anyone's guess what goes where, you'll be better off building with lego. The finish of the planks is awful, it's jagged and splintered and the joins around the windows and doors dong align. Then there's the key locks, you have to assembled that yourself too and they are an awful fit and don't lock/unlock properly. Take almost every previous customers advise and spend your money elsewhere.

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Was this review helpful? 1 0

“DO NOT USE!”

★☆☆☆☆

written by loismae28 on 29/01/2024

Before you order, PLEASE read my review. I was so impressed at first with the sales process, the sales rep was so helpful and answered any question I had. And it all went downhill from there - they are all about the sales, as soon as they've got your money they do not care about anything else. For starters, the way they market themselves as a DIY cabin is a massive stretch. It arrived in about 1000 pieces, even the glass that goes into the uPVC doors or windows were separate. I’m pretty good at DIY and I’d have no idea where to start. So I paid professionals to assemble it last weekend, only for them to discover an hour in that the bearers were missing (the wood lengths that the cabin actually sits on). Couldn’t get very far without those! Obviously I still had to pay the tradesmen for their time even though they couldn’t do anything. Dunster House customer service have been the worst I have ever dealt with in all my life. I called and they told me to email customer services and hung up on me (their customer service team do not have a phone line so everything has to go through email - a nightmare). I informed them the bearers were missing and they told me I was wrong and to check again. They accused me of lying. They refused to send replacements. I contacted a local timber yard to see how much they’d be - £5 a length... So not particular bank-breaking, I don’t know why they’ve caused such a fuss. They also won’t reimburse me for the wasted money I spent on the tradesmen even though it’s due to their mistake. So I’m hundreds of pounds out of pocket and they refuse to hold any accountability. I’ve saved up for a long time to finally have my own salon at home and I was (and still am) SO excited, but they’ve really tainted what I thought was going to be a really fun and exciting process. Just wanted to share my experience with Dunster House and hope it’ll help people choose their cabins with as much information as possible. UPDATE - they've decided to send replacement bearers even though they are "confident" I already received them. But they won't give me any money back for my wasted labourer's time as that was "my choice", even though the sales rep advised I hired a professional as I had uPVC doors. To the customer service team, do you go home at the end of the day and feel proud of the job you've done? Just laughable.

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“STAY AWAY ”

★★☆☆☆

written by KendraBlackwell434 on 09/06/2023

Before you buy anything from these people, ensure you are going to get the lovely straight, no splits, no warped parts like they use in their YouTube vids. If they can’t do that STAY AWAY I purchased cabin recently. I had missing parts split / warped panels incorrect lengths complete nightmare to build. Customer service as much good as a chocolate fire guard. Spend your cash elsewhere absolute Sham Artists ???? outfit ?

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“Terrible customer service and poor quality of wood ”

★☆☆☆☆

written by IanFendt on 08/06/2023

Delivered the wrong play fort, unfortunately you can only contact customer services through email, once it was established they made the mistake, they stopped responding. It’s impossible to chase and exceptionally frustrating. On inspection of the timber for the incorrect fort, there are many cracks, the quality of wood is poor. I have no solution to my issues and have spent a fair amount of money for a poorly made wrong item. This team should be avoided.

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“Horrendous Customer service”

★☆☆☆☆

written by Dereon250 on 22/03/2023

DO NOT BUY FROM THIS COMPANY. Their customer service is awful and they really do not care once they have your money. They did not supply enough roofing tiles to cover the roof (and everything is supplied with no labels or numbers on and not cut exactly to fit) and yet when I requested one more pack to finish the roof, they refused and said that my builder had fitted it incorrectly. He is a professional builder and followed exactly their instructions. It has cost me a lot to put things right. I wish I had read more reviews before I parted with my money.

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“Totally useless company”

★☆☆☆☆

written by 5068Daniel on 07/02/2023

Totally useless company. After a massively long wait they delivered items of the wrong size. No customer services on the phone, you have to email. Still waiting for replacement items weeks later. total disaster. Read the other bad reviews and AVOID. I wish I had.

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“Great product but not enough materials ”

★★★☆☆

written by Scottcheif on 16/10/2022

I have mixed feelings about Dunster house. I will start with the negative The cutting lists need review as I had to contact them twice for extra materials. There’s simply not enough! When I asked for more there was no quibble although there was a little comment about it being a shame I didn’t count the materials before I started that ruffled my feathers. All the pieces were there & I used plastic window packers to ensure all the gaps were accurate according to the instructions. The amount of boards also matched the number stated on the cutting list. I was two boards short for finishing the roof & one boards short for the floor. Altogether my project was delayed for around a MONTH whilst waiting for the materials to be delivered. It was only when I suggested compensation did They get their finger out. However…I am very impressed with my terminator log cabin from Dunster house. I have been a carpenter for over 30 yrs & think the product is good quality & easy to piece together with clear instructions If the amount of materials were sufficient & staff worked a little harder to get the extra boards delivered promptly then my rating would be pushing five stars

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“Missing parts, terrible customer service”

★★☆☆☆

written by 89McDougall on 17/05/2022

Dunster house had a great sales man however, when the product was delivered with more warped wood than a forest and missing parts, it was impossible to get help from customer services. When they did eventually reply to the email, they were rude, obnoxious and basically accused me of lying! 6 K spent and not a hope in hell! Luckily we brought new timber and fixed the issues on our own but i would never recommend parting with your hard earned money with this company.

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“Shocking customer service”

★☆☆☆☆

written by MichelleHill0783 on 30/03/2022

Not a great experience with these guys - the attitude of their customer service staff is awful. We ordered a 4m x 6m cabin expecting to be able to use the length of the 6m walls. But there are big support structures at the 3m mark which chop the cabin into 2 halves. This wasn't shown in any of their official photos on the product page and when I questioned it they said we should have noticed this ourselves by looking at photos from other customers! They had zero empathy with our situation given we were no longer able to use the cabin as we intended to. I wouldn't have minded if they'd just said 'sorry this wasn't made clear' but not a single apology and basically said it was our fault for not noticing this. Shocking customer service!

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“Terrible customer service ”

★☆☆☆☆

written by AdelleP on 16/03/2022

Great product, terrible customer service. The cabin is great quality and in theory goes together really nicely (although currently only half completed due to missing parts). This is the second one I have bought from dunster house having had only some minor difficulties with the first one being delivered. Once I’d paid the first issue with this one was delivery, they contacted me with a date and a requirement someone was in, I explained I was working but the reply was simply that they only deliver in my area on that day of the week so there was no choice, in fact I was told that if I couldn’t take delivery in that day (less than a week away) the whole run would be cancelled so all of the other customers would not receive their items. I managed to arrange for someone else to be here and when the delivery arrived - bearing in mind it is for a cabin involving a lot of heavy pieces - they repeatedly told my family that it was illegal (yes, illegal!!) for them to go in to the back garden to help with unloading which is utter nonsense, they obviously just wanted an excuse to dump everything in a pile at the front of the house and leave, which is exactly what they did. If I had have been in and alone I would not have been able to move a lot of the pieces left on my front garden. Now we are putting it together and some of the pieces are missing, I called dunster house to be told that customer services do not have a phone!! The only way to contact them is by email which they have so far not responded to (2 days and counting - so much more efficient than just being able to speak to anyone!). They did say that I could call back to chase it up if I really wanted to but it would basically be a waste of time since they could only tell me to email them again. The ‘live chat’ on the website seems to be constantly unavailable. You’d think from the cost of the buildings they would be able to give the customer service team a phone! Seriously though how can you call something customer service if there is no viable way of the customer contacting anyone! Highly frustrated and as a result I doubt I will ever use them again and will struggle to recommend them. I’m just hoping that eventually they will come back with some sensible solution instead of the nonsense I feel like I’ve had to deal with so far. Updated - I have had 2 emails thus far from customer service but so far have received no reassurance that they will be helping me sort out the problem and instead want photographs of the incorrect pieces to evidence a piece of wood is 70mm rather than 62mm wide! I will never use this company again and would advise anyone reading this to go elsewhere for better customer service. This was an expensive cabin and I expected better service. Reduced to 1 star which is a shame as I think this could have been easily rectified!

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“Trading Standards Case”

★☆☆☆☆

written by Kelley7 on 13/09/2021

Trading Standards Case: If you have had or are having a bad experience with Dunster House please read this message. I am putting together a case to take to Trading Standards and already have over a dozen customers details to accompany my issues. My experience: I've had an absolutely appalling experience with Dunster House. One of the worst aspects is that they will not engage in any customer service telephone calls; insisting instead that everything be done by email, however when it takes them 2 days to respond to an emailed issue then it causes significant problems for us, the customers. Some of the windows they delivered were not fixed in to the frames so when installing them, the window opener would simply fall out hitting whatever is beneath it, this caused a 3-week delay. Bathroom windows with delivered with clear glass instead of the ordered opaque, causing more delays. The bay window I ordered was 250mm (1/4 meter too small). Although I have sent videos and photographic proof of this they have now decided to completely ignore my communications. Front door was delivered without the ordered letterboxes, causing my elderly disabled customer even more delays. The inconvenience to my customers on loss of earnings to myself are huge. This is a fact that is just swept under the carpet by the autonomous response of the customer service. The sales teams are professional and are very efficient, then it just turns into an absolute disaster, a genuinely horrible experience. I will be spending the next 4-6 weeks; longer if needed, vigorously and proactively contacting every disgruntled customer who has registered a negative review to Dunster House in addition to opening a forum on the subject of 'Dunster House Issues', with a view to presenting a compelling case to Trading Standards. Please contact me if you have, or are having a bad experience. In many respects it's a distinct advantage that Dunster House have insisted that everything be put in black and white through an email, as we all have a collectively huge amount of damming information regarding the issues we have faced. Please contact me or look for the forum. Please also see the ' reviewcenter ' and also ' reviews io ' and please check out ' moneysavingexpert ' I wish I had been so warned. Would have saved me so much time, money and undue stress

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Stoo75's Comment

Written on: 12/10/2021

Agree with everything you said! Awful company to deal with after they have taken your money. Delivered months late, doors warped, window fitted in frame wonky. Was told to unwarp the door myself!! Customer service only on email... I wrote to the director and he defended everything, and ignored other points raised, by letter after 2 weeks!.... so this is just the way they operate. Can't explain the good reviews on TrustPilot. The simple products are probably ok, but we bought an insulated log cabin which is pretty complex. Some of the instructions are very specific, but others very vague and they hide behind the fact it is a DIY product. It could be a good product but the attention to detail is very very poor, as is the customer service. The company is very profitable so there is no excuse for not offering better customer service to fix problems.

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Vickysnape's Comment

Written on: 07/04/2022

Hope you are getting somewhere with trading standards on this issue. I’m having the same problems getting any response from customer service. I bought a climbing frame which was delivered yesterday minus 35 parts. Can’t get anyone to speak to me. I even tried messenger on Facebook, it’s been read and ignored. Left a reply on one of their posts on Facebook …. No reply. Customer services don’t exist once youve parted with your money but when you’re enquiring about buying something you get called and emailed back straight away. I don’t know how they’re getting away with it. I thought I’d done my research but I really really hadn’t. I wish I’d bought elsewhere now, I’ve a daughter looking at a pile of wood instead of a climbing frame. Wouldn’t buy from again that’s for sure.

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Julia88Blackburn's Comment

Written on: 10/11/2021

Hi
I’m having problems with the summer house from dunster they are a nightmare my house is just a year old and the outside is covered in a mood and ingrained in the wood my doors don’t close properly and the wood doesn’t match up so it’s a nightmare and a waste of money they said 10 year guarantee but they don’t hold up to this and won’t help in any way
They don’t deliver on time and after sales is awful

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Julia88Blackburn's Comment

Written on: 10/11/2021

Mould it suppose to say
I’m happy to go to trading standards and join you in complaining about dunster houses

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Was this review helpful? 5 1

“AVOID LIKE THE PLAGUE!”

★☆☆☆☆

written by HPage40 on 24/07/2020

AVOID LIKE THE PLAGUE! Purchased an Atlas Pergola, advertised and sold as their premium pergola. It was delivered with several key structural parts having damage, splits on load bearing sections and a 30cm gouge with what appeared to be wood filler repair. Due to covid the delivery driver said it was curb side delivery only, wouldn’t wait while I checked it and said I had to sign only to acknowledge receipt; signed as unchecked. Called the customer service dept who cut me off and told me to put it in an email as it wasn’t their dept. The returns policy clearly states that items should be checked on delivery and ANY items not meeting customers satisfaction will be returned immediately and replaced. You can therefore understand my concern when their reply to my email stated that these are “natural defects” not covered by their returns policy. I would not allow my family to sit under such large heavy structure, knowing it was damaged. Should an accident ever occur they would, I’m sure, either blame my construction or be the audacity to say I should’ve identified and returned any damaged parts. They haven’t even adhered to distance selling laws and offered me a full refund that I’m entitled to within 7 days of receipt. POOR, UNPROFESSIONAL, UNLAWFUL.....don’t make our mistake, buy elsewhere.

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“Absolutely shocking customer service ”

★☆☆☆☆

written by Brian24707612 on 03/06/2020

Purchased a cabin from them, it leaked within 2 months, its now splitting between the logs with gaping holes! They won't come to look and customer service are just not interested. Would NOT recommend and would suggest you stay away

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“Not even 1 star review”

★☆☆☆☆

written by LidijaV994 on 25/01/2020

So before I made an online order I called directly to ask about the different size of gazebo and fitting. I got the answer on both and got told they wont do fitting but they will deliver TO your house within 7 working days. Yesterday guys came refusing to go inside the house for 3 steps to take it to the garden because they will lose their jobs. When i called back the office woman on the phone was absolutely useless keep saying about terms and conditions. It says there they dont bring it in and other nonsense. When i tried to explain to her in english for like 5 times that i called and got told it will be delivered to my house not a front of my house she still goes terms and conditions. Very nice and polite girl. Only positive part in this case. I just don’t understand if i paid for something over £1000 and giving the right to the drivers to come inside and take it to garden as im right there and its my house, why would you stop them for doing so? Its the worst costumer service ever. The other woman over the phone was rude as well. And im just so angry and disappointed to be forced to go through all this but you made me so. Now i have the gazebo all unpacked in parts all over my living room because they couldn’t bring it in all packed. It cant go out now as its not in pack anymore and we had to open it as only my brother was at home at the time and its heavy. So no one could help him till later on and he isnt sitting and watching over something that could be picked up otherwise. I dont know why they even bother delivering? Their drivers are paid to be driving around?? Nice job... This experience its disgusting and even that is not good enough explanation of how i actually feel. If there wasnt anyone to tell them to come in. But they had permission. On the other hand they could possibly help my brother to bring it in 2 for steps. But not even that. Absolutely disgusted by this service and company and everything. Not even in the wildest dreams will be ordering ever again from you and will make sure i spread the word about them around at work and everyone i know.

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“Managed to build it but with NO help from customer service”

★★☆☆☆

written by Ian_carsare on 26/09/2019

I bought a Carsare (3.5x3.5). Now it has been built it's a good product but the experince could have been so much better. Starting with the sales process. They could not have been more helpful and pleasant (but you would expect that). I specifically asked whether I needed to pay for the 2 person delivery as the shed could not be delivered to the kerb as I don't have a driveway or front garden. The sales guy said don't worry as long as someone is there to help they will bring the shed into the house and out to the garden if required. Day of delivery truck turns up with a ton or so of shed on the back and gets dumped in the street outside my house partly blocking the road. They even swept all the debris off the back of the truck into the road. I was given no chance to inspect it but just told to sign for the delivery and speak to customer service if anyhting is missing or damaged. On the day of the build I had 2 very warped wall timbers that would could not be used. I phoned my local Dunster House office to be told that all customer service enquiries had to be made by email. I delayed the build until the following weekend expcting to get it resolved by then. When they evetually got back to me they said that the timbers "weren't that bad" and could be rectified using clamps. We mamanged to semi-rectify one of them and put it at the rear of the shed. Doesn't look great. The other one was the 'spare' so we didn't think we would have to use it.... Inexplicably all of the short logs that went in between the window and the door were a few mm taller than all of the other wall logs. This meant that when we went to put the first long log on the front it rocked in the middle as by now the middle was a few cm higher. Another email. The response was "just trim one of the logs to the correct height". Well you can't really trim them due to the way they connect together unless you have the correct routing tools. Which I don't. TOP TIP - We used the spare wall log and cut if to the right lengths so that we could replace the small wall logs that were too high. Probelem solved. OTHER TIPS - 1. when building the first few layers use one of the long wall logs to ensure that the front is kept perfectly in line. 2. The clamps that are used to attach the wall logs to the window and door frame are ESSENTIAL. We missed this bit in the instructions and ended up with a rather wavy front wall. We had to take the shed down and re-do with the clamps in the correct place. 3. The shingles are not suitable for the angle of the roof on most of the sheds they sell. I wasted my money on them and planned to use them until an expert roofer (my next door neighbour) pointed out that the angle of the roof is not steep enough and that I needed to use roofing felt instead. I'm very happy with my garden office but could have done without all the greif caused by Dunster House customer service being pretty much non-existent. You get the impression that once it's been delivered they will do anything to not have to replace any parts or provide you with any useful assistance. If I ever build another one I will not be returning - not bcause of the prduct, but beacuse of the service.

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“Worst Company Ever to Deal With - NEVER USE AGAIN !”

★☆☆☆☆

written by BellaUrquhart on 17/12/2018

We found Dunster House on the Internet after looking for a company to supply us with a quality Wooden Gazebo to fit over our hot tub. After much thought, we settled on a very nice looking unit. Having called up and placed an order and deposit, we were told we would need to pay a deposit, which we did, with the balance to be paid three days prior to delivery. Despite this, we were hounded to pay from around two weeks before delivery. then we attempted to pay the balance via credit card and after two attempts, they told me the card company had rejected my payment - I called the card company and they told me that they hadn't, it was dunster house that had the error their end and they had charged me twice. (I had to chase them before they agreed that this was the case) - finally the delivery day arrived and the two guys that turned up in a 7.5t truck (we had specifically requested this size so it would fit down our drive) refused to drive down our drive (despite us making the company aware that they would need to drive down our drive to drop off) meaning we had to handball everything between my wife and myself. the instructions that they supplied were for the wrong gazebo and when we phoned up to speak to the customer services team they were totally disinterested. WE WOULD NEVER EVER USE THIS COMPANY AGAIN !!!

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“POOR Quality product, bowed timbers and shoddy After Sales”

★☆☆☆☆

written by ARoscoe on 05/12/2018

We installed the Dunster House Trent Lo-Roof Wooden Garage W3.05m x D5.5m in mid November at a cost of £3.5k, not to mention the costs associated with putting in a new concrete base because the base of the previous garage was too small (when in fact the specification that Dunster list as being required is far larger than it needs to be - we currently have a 15cm lip of concrete base all around the building) and other costs. Within days the base dowel started bowing and the timbers have shifted making some of the timbers loose, there is a 2cm strip of untreated wood above the door where it has moved from when we painted it and the garage door will not open as it is stuck. I emailed Dunster with the problem, providing photos, and their standard statement is that wood is a natural timber and we should expect it to move. "that characteristics such as warping, twisting, cracks, splits, knots, sap and so on do not indicate a fault with timber as they are natural aspects and cannot be guaranteed against." I don't expect guarantees, but I certainly do not expect this kind of movement within 7 - 14 days of the building being erected and nor would any reasonable person. When I put this to the customer services, the person I dealt with at Dunster's final response is "Remember that we cannot tell you how soon after installation you will be required to carry out maintenance, how often you will need to, or whether your issue will be immediately resolved or whether it will require some further investigation or remedial work to be carried out by yourself. Timber is a natural material and it will continue to move and adapt to its surroundings." I can tell you, being in the modular building industry, that the door being stuck and no longer functioning two weeks after install, due to movements of the wood, when the wood has been treated (we treated it within days of the install before the rain set in) is not acceptable and indicates a POOR quality of product. The after sales team do not even make a show of being sympathetic to your concerns and I am not sure how a company that has so little regard for its clients and the maintenance of the quality reputation has lasted this long. My recommendation to anyone considering them building any kind of product for you is - DO NOT USE THEM.

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“extreeme bowed wood - poor customer service”

★☆☆☆☆

written by andysquiff on 02/07/2018

reference to order Dunster House customer service, just wanted to speak to someone about bowed timber on my building that you installed: I reported an issue with bowed timbers and a set of photos showing the problem. here is an extract from my email to customer services: Now what I would like to happen is for someone to contact me and discuss the problem we are facing and give me some helpful advice regarding this matter, we went with your company because the you tube videos suggested that you were as professional company who are passionate about constructing quality products using high standards of materials. But at the moment, although I am very happy with my space, I’m thinking you are failing to deliver the standard of customer service that I hoped for. I look forward to hearing from someone on the telephone this week, I work from home (in the office that has the problem) extract from their reply: Thank you for your email and photos. Here in Customer Services we are dedicated to dealing with queries quickly and efficiently. As a Company that sells a wide range of technically complex products, we have found that dealing in writing allows us to fully comprehend a query and gives us the ability to consult other departments in order to give you the correct response. This is detailed in our terms of contract and in all of our literature, we are therefore unable to contact you via telephone. there was no follow up or suggestion in writing in the post or email about how to rectify the issue, nor did anyone from the company spare me even 5 - 10 mins on the phone to find out what the issue was despite me sending in very clear photo of how i had to brace the bowed cabin using some timber wedged against a fence.

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“Non existence after Sales Service.”

★☆☆☆☆

written by Eigdub on 30/07/2017

I bought an Auval log cabin just over a year ago and the "technicians" did not know how to install the doors and made a complete hash of it,causing damage to the frame. They advertise the cabins have a 4 point locking system, wide opening doors and a multi point locking system which sounds good. The problem is you can't open or close the doors. After 4 visits from Dunster House and adjustments as per their instructions the doors still can't be used. They will fix them providing I pay them £250 which I think is a cheek and there is no guarantee it will be permanent. You cannot talk customer services and they have no complaint procedure. Customer Services is non existent, once they have your money you are on your own. Keep well clear.

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Was this review helpful? 7 0

“Rotten timber”

★☆☆☆☆

written by Pricewr146 on 28/07/2017

Initially I was very please with the log cabin / workshop but after 3 years I have discovered extreme wood rot in the walls on three sides. I contacted customer services (always via e-mail sadly, you don't get to speak to anyone) to voice concerns and apparently there is no guarantee on this because: Dunster House did not erect the cabin They did not supply wood protection Poor ventilation The cabin was erected by a reputable garden services company. The protective coating I applied was an exterior joinery coating again from a reputable paint company and finally, the window has always been left open 2", as well as Dunster Houses' own ventilation panels in the top walls. I was asked for photos of the affected area which I sent. I was then asked for more photos of the whole cabin, the inside, roof etc As expected the final response is that it is my fault!!! There is NO guarantee on the wood apart from the support rails. To all those who give Dunster House a positive rating please have the decency to re-rate after 3 years if your building is still standing in its original state

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Asked by georgewardrop on 13th January 2015 Report this content
The shingles need gluing, as they have broken in the recent strong winds. I purchased it from Dunster House. What is the best glue?

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Answers (1)
Report this content PhilipBarton Written on: 14/01/2015
The roof shingles should have a plastic backing which you peel off revealing a slightly sticky / tacky back before using felt nails to secure them down. In the sunshine this tacky backing heats up and should stick everything in place. You could either replace the shingles all together but I would buy them online as Dunster House are expensive or if you want to do a repair job you could try buying a roofing felt adhesive from a DIY store but it could be a bit messy. Good Luck
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