dwell UK Recensioni 28.651

Awful Customer Service worst I've ever come across, cut off and still waiting over a week to get a response after the table came all scratched and dented!!!

Absolutely AWFUL customer service! Ordered a large sofa bed which after 2 months wait came with the wrong support back legs, missing bolts and a ripped fabric underneath Been told it will be almost another two months wait to order the parts and arrange the appointment to come to repair and fix the correct parts . Once they had my money they didn’t seem to care whether they provide a helpful and professional service to their customers. My experience of buying a sofa with Dwell/ DFS has been horrendous. Never again and I would not recommend them to anyone. Caused me a lot of time-wasting and unnecessary stress trying to communicate with them and sort out their mistakes in a timely manner. The sofa was not even that cheap so should have gone to a more decent retailer. All in all one of my worst and disappointing shopping experiences!

I want to express my disappointment with the customer service I have received from Dwell. Its the WORST ever customer service I have experienced.
I recently purchased 2 items of furniture, a small side table & a matching TV unit.
I was reluctant to order these without seeing them in person son contacted Dwell customer service to ask which Dwell stores they were being displayed in so I could see them in person first.
I was told that Dwell no longer had any stores & you could only purchase online but you offered free collection if the items were unsuitable.
With this knowledge & based only on the display photos online I went ahead with the purchase.
The items looked online like they had a black & brown marble effect top. So I was surprised when they arrived to see that they were a light brown with gold running through.
I contacted Dwell the same day to arrange a collection.
This collection has taken almost 2 weeks to try & sort out & involved myself having to place 5 calls to Dwell to try & arrange a collection. I can see from other reviews this seems to be a problem for many other customers.
I have today finally spoken with someone called Joe for almost 30 mins saying they will only collect if we pay 20% off the cost of the furniture.
The call with Joe is one of the worst customer service calls I have ever experienced.
Nothing has been resolved. I had asked to speak to another member of the team as I felt Joe was not really listening to me or being very helpful. He didn’t listen very well & kept interrupting me repeating the same information over & over.
I still have not had a date arranged for this furniture to be collected. He is asking for the date & time I first made the call to Dwell where I was told the furniture would be collected free of charge so they can listen to the call. He was basically calling me a liar & despite the bottom of their website stating free furniture collection implying if your not happy with the furniture it would be collected free of charge, he informs me that is if you have a sofa you no longer want then the Red Cross will collect it for free.
He has told me there is no one else I can speak to about this matter. Only him. I asked to speak to his line manager & he said they won’t speak to me. I go through him or nothing.
He is almost accusing me of being a liar & I do not appreciate this.
I am deeply angry & frustrated to have been treated this way.
I have never received such poor customer service from a company EVER!
If you are considering purchasing from Dwell DON'T BOTHER. AVOID AT ALL COST!! I had to give them 1 star as 0 stars wasn't an option.

I ordered a Nura coffee table - first i ordered with several other items - all said delivery within 2-4weeks. But after 2 weeks i had heard nothing. I had to email Dwell and call them and was finally told that the Nura coffee table would take12 weeks to come and that they couldn't send the rest of my order til then too. I was told i should cancel the coffee table so i could get the rest of my order delivered. I did this. They should have advised this on their delivery terms when i paid but they didnt. I also then re-ordereed the coffee table and it said 12 weeks to delivery which i accepted. After 8 weeks of waiting for it i once again got in touch. A dwell (DFS) employee then sent an email to say good news your order is with our delivery company and they will be in touch with you to deliver your item. This was good news i thought. Two weeks later nothing from any delivery company about my order. I got back in touch again with Dwell (DFS) and then had another email to say it was with their delivery company. It was very frustrating. I then got a call from DFS about 2 weeks later to tell me the order for my coffee table was delayed and would take another 16-20 weeks. I had the option to cancel the order which i did. I am still waiting for my refund back and it has now been over a week. PLEASE AVOID SHOPPING WITH DWELL THEY ARE NOT HONEST AND DFS DO NOT CARE.

Placed two separate orders. Although the website advertises delivery within 6 weeks, neither item was delivered within that timeframe. No communication from Dwell (DFS) about any delays. I had to pro-actively chase delivery both times. Not good enough.

The website didn’t state if the ‘Farro double ottoman bed’ had a solid base so I contacted ‘customer support’ via webchat and was told it DID have a solid base.
When it came to putting the bed together I realised I had been misinformed. I contacted customer services and expressed my upset and explained I couldn’t return due to having moved house and costs so would appreciate some compensation. I was told I needed proof of the CS transcript!!! This should be saved on their database and not my responsibility?! DONT WASTE YOUR TIME OR MONEY!!! You can buy an ottoman bed with a soft base at a fraction of the cost I paid. I now have to pay to have a solid base fitted as the CHEAP fabric velcro ‘base’ providdd will get filthy and no doubt go mouldy (I’ve had this problem before hence why adamant not to buy another) Disgusted with the experience.

Shocking service. After receiving my dining table damaged, but wanting a replacement (as the table is wonderful) I did not hear from the customer service team for 7 working days (12 in total) after emailing three times and calling twice.

The communication, understanding and resolution of the issue has been nonexistent and way outside of their stated policies.

No one has picked up the phone to talk to me to genuinely discuss the issue. I've been notified of a random date that has been selected (without my permission) to re-deliver - of course, as I wasn't asked it is when I am unavailable.

Ridiculous. Would love to see some common sense and general care applied.

Ordering was easy. Delivery was from Wincanton and was the best I have had. Was kept informed & the two chaps who delivered were careful and well mannered.
The chair itself looks as it does on their picture but unfortunately it is not as white as shown - I wanted white but it’s more of a cream colour. It’s not very soft to sit on & is quite firm but I have still given this review 5 stars because I ordered it for the modern design and it really does looks lovely.

DON NOT BUY FROM DWELL! Really really poor customer service and communication. Trying to return an item I’ve purchased and it is proving impossible. You need to wait for a manager to call you to process a return. It’s been 5 days and I only received one call, which I unfortunately missed as I was running to the phone. It only rang a couple of times and stopped before I could get it. Every time I try to call their customer service to arrange a call back, make sure they have the right number or try to speak to someone there and then they are not helpful and some agents have even been rude. It’s put me off buying anything else off their website and I would recommend against buying anything from them.

I’ve been ordering furniture from dwell for years and never had any issues with items or delivery. I think this is a unique style in comparison to a lot of the styles trending. It’s smart classy and edgy. People always compliment my furniture too. Delivery was fast and organised sent me text messages up to the day of delivery and a call the day my items were delivered.

Dwell: Once a reliable company is now one of the worse home stores to shop. Their items scream China made and represents “fake class” furnishings.

Their customer service is just as bad as their furnishings.

I brought two dining chairs instead of four due to the price … less than six months later I am sitting on a chair that feels like the padding melted away and all I can feel the cardboard-like base. The chairs are so uncomfortable, I now have constant disc inflammation because the chair is not supported in a proper way for average sitting.

The upholstery is falling off and it’s not even a year yet. I’ve been so busy with work that I honestly have no time to deal with them because I can feel like I will show up at their Tottenham Court Road location in person with both chairs and throw the chairs back at them. That’s how upset I am. Trust me this might happen because every time I look at these chairs I feel taken advantage of by crooks.

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Ordered a chair which said on the website delivery within 1 week but not received. Sent two emails to them but with no response. I finally spoke to someone on live chat 8 days after order date who advised my order was being despatch and provided me the tracking details. No despatch confirmation was ever received.

Chair was received two days later however legs were missing when went to assemble!! Contacted Dwell again on live chat the next day who advised they would speak to the relevant department and I would be informed when the missing legs will be despatched. Still no confirmation received and when I have chased again today I've now been advised I will get a response AFTER 72 hours!!! I don't want a response after 72 hours, I simply want the missing legs for a chair that I ordered over two weeks ago and can't use!

Thankfully I had a great experience with Dwell despite reading lots of negative reviews after placing my order! The website stated my sofa and chair would be delivered within 6 weeks. I ordered on 3rd Jan and they arrived today, 30th Jan. DFS delivered and built my furniture really quickly, nothing has been marked or damaged in transit. Overall really happy with my purchases!

AWFUL IGNORANT PATRONISING SERVICE
If I could leave any less stars I would. Absolutely awful customer service. We tried to return an order, contacting them within 1 hour of delivery. Store manager at Warrington rude and patronising saying he could do us a 'favour' and accept the return but charge us 20%. I went into store to return the items/order and confront this bully, and spoke to a stand-in manager who eventually offered us a credit note. I thanked them and unloaded the items. As I was leaving, the same manager said they could not arrange pick up from the store and I was to take the items home and, as it was inconvenient to me, they would now offer a full refund and prioratise a free pick up. A month later and 12 calls further down the line, we got an email saying that the order could be picked up but we would have to pay £50!!!! Numerous calls to customer service, achingly unhelpful. During one call I was told I was NOT ALLOWED TO TALK TO A MANAGER! I had to explain the debacle time and time again to equally uninterested call takers/customer service staff as details were 'not on their screen'. "Computer says no!" I asked the last 'customer care operator' and I use this description very loosely as I have had more assistance from someone who later informed me that they dont work here and they were just answering a ringing phone, I enquired if I could have the CEO's email address. I asked if they even knew his name to which they replied - I think its Tim!! I have noted other responses from this joke of a company on this website, whereby they tell you to ring customer services but can I advise you not to bother. You might as well talk to the wall. I have a collective following on social media of thousands of individuals and companies and I will be making them aware of the journey I have had with this 'company' and encourage them to share the details on. Bottom line DWELL DID NOT GIVE US ANYTHING RESEMBLING A GOOD SERVICE, IGNORANT, PATRONISING, ARROGANT STAFF AND LIARS! I have spent more time in man-hours on the phone to them than if I paid for the items. DO NOT BUY FROM THEM. Should any Dwell staff read this, please dont reply we are sorry you have had a bad experience and I should ring customer service! You dont mean it. It is disingenuous and anyone with half a brain will not be fooled. Try ringing the customer back. Have a good day. Dean and Jane

Ordered on 24th November for a 6 week delivery. Still not arrived. Delivery scheduled and cancelled twice within the window as half the sofa has been lost TWICE!! Are you for real!?! No call backs as requested, no courtesy calls, ZERO customer service. Have wasted two mornings now and project is being impacted. DO NOT BUY FROM DWELL.

Never order from this company. Worst customer service they ever have. All they say is to wait for 72 hours to come back to you. They do not have control over their delivery company. Customer service just hanged up the phone to my face without giving any proper answer.

I don’t think they have any customer service department that is authorised to help in any way … so my delivery for dining table due today. Yesterday got a phone call telling me it will not happen and cannot give me anymore information. So phone them up and email and I have to wait 72 hours for a manager to call me !! 72 hours waiting for a call is not like immediate. In the meantime they don’t know when it will come into stock or be delivered !! Online they advertise one week delivery and it’s already been 19 days waiting . I have never seen anything like it

Terrible customer service. Nobody seems to want to take ownership of the issue and I'm left to chase the courier myself. I ordered some bar stools last year that said delivery would be 5-10 days. I got a delivery date within that period but nothing showed up. Have chased and chased, but have been told to take it up myself with the courier. My contract of sale is with Dwell, not your courier! The courier says they haven't received the item from Dwell and I'm just going around in circles with each party blaming the other and all the while my money has been taken and I have nothing to sit on! A truly terrible experience - if I could give zero stars I would!

Ammended my order then i canceled it 48hrs later. Got through on customer service number no problem, was called back as promised. Refund issued no problem. Great customer service

Avoid this it’s a proper scam
They bought stuff 3 weeks ago and still haven’t get anything