Dwell.com Reviews 159

Terrible service. Customer services ignore all communications after you pay for the sofa, they messed me about so much with my order, even SMASHED MY CEILING LIGHT in my house and agreed to pay, it's been weeks of me emailing them chasing them to fix it but they keep ignoring me. This is their customer support that are ignoring, what an embarrassment of a company. AVOID THIS PATHETIC COMPANY.

Terrible experience and company do not buy from dwell. Store sales lady was lovely and sold us a corner sofa. Then came delivery day approx 6 weeks later the delivery men refused to even take the sofa off the van and try to deliver it they stood outside my house arguing with myself and partner for about 45 mins in this time they could have easily delivered the sofa. In this time they stated we could try and put the sofa in and it would fit without the pillows but we would have to sign and if the sofa didn’t fit they would be leaving it in our front garden along with other stupid remarks. They also changed the delivery time to a time me and my partner had to leave work to be home for the delivery. They then left and we contacted customer service who arranged a redelivery over a few days but could not redeliver the sofa we had waited for and we have to wait another 6 weeks for a new sofa. Delivery day comes again and the sofa is delivered to the wrong address delivery driver says that’s the only address he has when the billing and delivery are different? Also on this day they were unable to arranged a redelivery by this point we were fed up of taking time off work waiting for a sofa and emptying are home for a new sofa that never came so we cancelled the sofa when cancelling we made sure by phone and went into the store we ordered our sofa from to make sure the finance that our sofa was set up with was cancelled all staff we spoke to said this had been done. It has now been god knows how many months and the finance company have taken 2 payments for a sofa that was never even taken off a delivery van. This company is a shambles I am not surprised they have 2 different review pages check out the Dwell (not dwell UK) page on trustpilot it speaks for its self!.

After purchasing few furniture by 27th of July , the price dropped the second day, after contacting the customer service they agree to issue a refund as price promise , which is great and much appreciated, however I am chasing the refund since end of July as it didn’t come in my account. Dwell Finance team ask for my bank statement 7 weeks ago to show no refund has been come through, which I provided. Always contacting the customer service without any feedback or trying to solve the issue , as the reply [ it is with the finance team we can’t do nothing ].

Completely disappointed with the customer service.
We walked in to the Brent cross brunch, we got the assistance of Reza who was very helpful and kind full of promises that at the end were not delivered.
I have not moved in my new house and have to eat at the floor as the table and chairs that they were supposed to be delivered 14th of August will be delivered 3 days later.

I did write to the complaints department as soon as i was informed but not even an acknowledgement robotic email.

And imagine that we were charged for delivery.

DONT EVEN BOTHER TO SHOP

How does this company have good reviews?

I bought the Malone (grey) bedside drawers, the tall set of drawers and the wide drawers. I thought that the furniture was good quality and that given they work alongside DFS, they had good customer service. This could not be further from the truth...

When I inspected the furniture I found that there was a crack on the tall set of drawers, a lumpy mark on the wide set of drawers and that one of the bedside tables drawers didn't shut like the others (go in all the way when pushed). Not only this, the furniture is covered in marks and scratches and definitely isn't good quality.

I sent an email and photos to Dwell telling them what was wrong. I did not hear from them for 10 days so I called them and they offered me a small amount of money or money on a dwell voucher or to replace the furniture.

I wrote back explaining that this wasn't enough. I paid £900 for the furniture and with it all damaged they wanted to give me £160. The voucher wasn't worth it as I live too far away from a branch and they don't deliver to my area and to go through the hassle of them replacing the furniture is pointless when there is no apology to go with it.

Customer services never get back to you unless you push and when they do they are not helpful.

Overpriced crap, turns up on the wrong day on the third attempt and now almost 6wks later I am waiting for my refund.

Worst customer service I have received from a company. All of the staff are beyond rude, I made clear instructions to deliver my order after 10:30, they obviously came at 7.00am and then told me they tried to deliver it at 13.40. They never notified me about this, I had to ring up several times to get a straight answer. I was told I would need to pay another £50 to have ti redelivered. Not a honest company. I would give it 0 stars if I could. I ended up asking for a refund as I couldn't bare to be spoken down to every time I rang them.

Dont buy anything from Sidcup.

Messed up order. Got given 6 different delivery dates. Took a day off work and had a cancelled delivery as paperwork was wrong.

I cancelled my order and took 15 phone calls to get refund from head office.

Store staff in Sidcup also over-charged me for an item and then lied about it and refused to honour price.

Spoke to head office and got told that from my complaint, they asked Sidcup and they denied it ever happened so complaint not upheld !

Company is an absolute shambles. Even got given 3 different numbers for head office just to call them.

My first purchase with Dwell, and my last. 1st delivery, damaged furniture. 2nd delivery, damaged furniture again. 12 weeks later!! 3rd attempt, a nice Saturday 7am delivery only to find furniture not on the lorry. By this time the furniture has become discontinued. So I never did get the sideboard I wanted. Not to mention endless minutes on hold trying to get through to customer services. Promises of phone calls back to keep me informed, never received them. I eventually got an apology and full refund. Never again will I consider buying from Dwell.

Delivery arrived damaged, was quoted four weeks for a replacement, only when I kept calling did they reduce this to 11 days. Replacement item arrived with the wrong colour feet, these were then sent out and left in my bin and were also damaged. Offered free delivery and £50 for the inconvenience, I think we’d rather just send the entire £2000 order back, as I’m concerned they will offer any assistance if something goes wrong during our guarantee period.
I would suggest you keep everything crossed if something goes wrong as they won’t call you back nor offer any level of satisfactory customer service if it does.

I've ordered a kitchen table, 6 chairs, coffee table and a sofa bed. So far all seem very qualitative, however their pricing policy it's a rip off. I cannot even imagine the margins they are putting on these products. For instance, the sofa bed is advertised with £1499, I've purchased it for £749 and now it's £599. If they can make money on £599, what markup do you practice?!

Brilliant customer service by Subash at Dwell Slough.. Subash helped me with all the the information l needed and put my mind at rest about the items fitting in with my decor well don Subash
Miss Hubbard

Do not buy beds, as delivery men refuse to carry the bed to the bedroom.When I ask what are the delivery rules, he replied he makes his own rules.So we had to employ two men to carry the bed to the bedroom.25th July Billericay.

All was well at order stage at Warrington branch, recieved call to pick up two heavy metal side tables (drift). Arrived at store at 1830 hrs, the young lady shoved the tables in their packaging along the floor and said, there you are, I asked how me and my wife, we are both 75 years old, how we were to get these from the back of the store to the car park to the car,some 100 yards away, she said she didnt know, she didnt have a truck, and she couldnt leave her post . We were just about to cancel the order, when a very kind young strong man customer offered to carry them for us. I respect that the young assistant was far too small to assist, but I have to say that management must be none existant in this store.

Absolutely poor service. Received something that had scratches and was promised a partial refund and refund never showed up to my account. Had to call them again to find out what went wrong and no sign of the refund yet.

What a horrendous experience with a supposed high end furniture name. The person in store was amazing on the plus side and sold us what we thought would be our dream sofa, footstool and chair at half the price of what we were originally looking at in a competitors store. So firstly the delivery. We live in a cul de sac which plenty of lorries and removal people have come up but no our sofa got wheeled up by a man and the other carrying the footstool. They were hufing and puffing by the time they got there and borderline rude upon delivery literally throwing the sofa to the floor. Now I knew I had to unwrap it myself which although disappointing I could cope with. what I didn't realise is that you had to put it together. I started with the footstool. poor funish on the underside of fabric and the legs were wonky no matter what I did to straighten them up. The sofa on the underside has scratches and tears in the fabric and the way the fabric (Paris in charcoal) was stretched made it look plain odd. The icing on the cake though was there were not enough screw holes to fit the legs. I called the customer service team who advised there was a 5 week wait for another and after much moaning and groaning they finally agreed I could keep this one until the new one arrived but I must keep the original packaging. I had a long think and after a week I decided that I wouldn't chance another delivery and the fabric had already startted pulling in place as it is a hessian type of material. Also the cushions at the back were deflating in front of my eyes. I called up the customer service team to arrange a collection. They came and the drivers were much friendlier but did dent my ceiling on taking the sofa out and this isn't to mention the 45 minutes it took for me to package the sofa back up as per the requirements of dwell. I then had to chase for my refunded which they ended up doing in 3 parts as they couldn't seem to understand that I had cancelled the whole order and then seemed reluctant to refund my delivery charge. Trying to get through to customer care is a nightmare as more often than not you get redirected to store who can't seem to help you in anyway so you have to explain your problem 5 times over. A highly disappointing experience and we will not be shopping with you again!

Bought a lugano sofa from them - It looks lovely. HOWEVER the springs started jutting out the bottom after A DAY. After that I got a replacement sent over thinking it was just a faulty model but the new one (was delivered damaged as well - ripped fabric bottom) started to do the same thing - two metal springs have jutted through the bottom.

If you need a sofa for longer than a week please avoid like the plague, you'll spend longer returning these than you will spend sitting on them - we are asking for our money back!

Extremely disappointing. Please avoid Dwell. Yes it looks OK but the quality is poor. I have just taken delivery of 6 dining chairs and two are damaged. When I phone customer services and said I e expect them to be replaced they say send pictures and someone will review and come back to me with solution. I reiterated that the chairs had damage and wanted replacement. The customer service can't guarantee this and say there may be another solution. Given no one has ever sat in these chairs and they are damaged I zm appalled at thief slap fish who cares about you the customer attitude. I suspect this comes from so many complaints as the quality is so poor. I CAN NOT STRESS ENOUGH STAY AWAY. There are plenty of other alternatives . Dont make the mistake I did

DO NOT BUY FROM DWELL, THE DELIVERY IS AWFUL. WE BOUGHT A SOFA WAITED FOR THREE MONTHS FOR DELIVERY ON THE DAY OF DELIVER, THE DELIVERY GUYS TELLS US THEY CAN'T BRING IT UP BECAUSE IT IS HEAVY!! (WE ONLY LIVE ON FIRST FLOOR) AND TOLD ME THAT I CAN CALL THE PERSON WHO PROMISED THAT IT WILL DELIVERED TO THE ROOM OF CHOICE TO ARRANGE SOMETHING..... REALLY???? AT THE TIME OF PURCHASE I WAS NEVER INFORMED OF DELIVERY CIRCUMSTANCES. SO AFTER 3 MONTHS OF WAITING I AM CANCELLING MY ORDER WITH THEM
DO NOT WASTE TIME AND ENERGY TO BUY ANYTHING FROM THEM

Shocking Customer service. if i could put no stars I would.

From beginning to end this has been the worst company to deal with. From their customer service department through to delivery drivers they are rude and really don't offer the type of service you would expect for the price they charge. I am now unfortunately stuck with £2000 worth of their furniture.