After researching online I purchased a log cabin from Dunster House for 6.5k. I was initially put off by the amount of negative reviews online (money saving expert & facebook) but hoped I'd be one of the few which would have a good experience given the quality of the cabins looked really good. I was unfortunately wrong.
I had a various issues with Dunster House, namely the following:
- When the cabin was delivered, the driver spent 10 minutes helping us unload and then dropped one of the roof gable ends! He unfortunately badly hurt his wrist but he also broke the gable end which meant it had to go back.
- 2 more parts were also broken on delivery.
- The driver didn't provide any advice about the best way to unload the wood. In hindsight, it would have been twice as fast to build if we'd had known to stack the same bits of wood together. Dunster House should consider telling all their drivers to share this information.
- The replacement driver (the other went to have his wrist checked) was really helpful but we'd unfortunately unloaded most of it by the time he arrived. He rang head office and they said replacement parts would be sent as a priority. Keen as anything to get started we built what we could in 2 days and stopped since we couldn't get the roof section on until the part arrived.
- When we purchased via the sales team we relayed our concern about Dunster House only having customer service contact via email. They told us not to worry and just to call the office as someone would help. Now we actually needed help getting the replacement parts, no-one in the office wanted to help. Instead we were told to email customer service! It's ridiculous to think you can run a customer services dept via email. If you tell Dunster House this, they'll quote their terms and conditions. They should instead take it on board as feedback from their customers.
- I emailed customer service a number of times until I got a response. They told me initially that it would take several days to get the replacements. Then in a subsequent email that it would actually be near 2 weeks before the parts would be delivered!!
- My new log cabin sat there, exposed to the elements, for over 2 weeks with no roof. Would it not have been for the mistake of their own delivery driver, I'd have had it water tight within a few days.
- After doing my best to keep the rain out, the parts finally arrived. 2 out of 3 of them were the wrong parts!!! How incompetent can you get?! I managed to cut them to size as I wasn't prepared to wait another 2 weeks with the log cabin open to the elements.
Overall just a right mess of a process and a very unhappy customer. The only redeeming feature of the whole process is that the cabin is actually not bad quality. It's hugely let down by their customer service process. I should have had replacement parts within 2 days at most given what it was for. Ignoring the fact that I spent over 6.5k with them.
I'd not recommend this company at all. I'd recommend against them until they sort their terrible customer service process. If you look at other reviews on the web you'll see similar stories.
Note: This is a factual review backed up by witnesses and documentation. If TrustPilot or any other user/organisation need proof, feel free to contact me.
The Deluxe OctoCabin 350 was a very well made kit. It was delivered on the day it was promised and arrived in good condition and complete, which is no mean fete as there must be well over 400 parts excluding fixings (and shingles which were an extra). I did all the assembly work on my own with no assistance what-so-ever so it took quite a long time (3 weeks including shingles and 2 coats inside and out) but proved to be very satisfying watching it come together and especially when it was finally finished. The kit came with a generous supply of spare logs, boards, shingles and fixings. Having plenty of time due to bad weather to study the instructions and to completely sort out all the bits before I started, was quite fortunate as it helped avoid mistakes and eventually sped the job up. It was also good to be involved with the off-load from the lorry as the excellent delivery man was able to identify the bits and give a few tips. As I had taken a lot of care with the preparation of the ground and the parts were so accurately made it all went together very well.
The Cabin looks fantastic so I am well pleased with Dunster House. I think that the cabin is good value and having now built it myself, I can see that DH's charge for assembly is far better value than I realised because it is a lot of work. You soon get the walls up but there is a long way to go after that! The only minor downsides are that the terms and conditions are rather tedious in order to fend off silly claims and on my invoice/receipt It quoted delivery as "within 16 to 17 weeks" but I needn't have worried as it came in the expected 4 weeks which suited me just fine.
I would certainly use DH again and would recommend them most highly.
Bought for my youngest granddaughter's 2nd birthday.
Very helpful staff from order placement though to sorting out a minor problem with plastic covers for the bolts.
Quality of the product looks very good, took 2 of us just over 1/2 a day to put up.
When my 3 year old granddaughter first saw it put together she exclaimed 'Wow' , makes it all worthwhile.
So impressed will probably buy more products from Dunster House
I purchased a summer house from Dunster House and was initially impressed with the sales team - the lady I spoke with was very friendly and helpful. However, once I had ordered and paid for the product, the 'customer services' I received thereafter was in shocking contrast.
The day before the summer house was due to be delivered I spoke with the dispatch team to ask whether they could give me an idea as to whether the delivery would be AM or PM. From 8am-6pm is a long wait, especially as I needed to ensure a male family member could be at the house for the delivery (the customer is required to help unload the delivery truck or pay an additional £160 or employ a second person at Dunster House to be present at the delivery).
The reaction from the dispatch employee at Dunster House truly took me by surprise as she was so unexpectedly and unnecessarily rude in response to this enquiry. When I asked to speak to a supervisor she laughed down the phone and told me 'no'.
The following day the summer house arrived; it was damaged in a number of places and was not to the standard I would expect, especially for the price. The driver was very helpful and agreed that the summer house was clearly damaged. As a result of his discussions with the customer services team he asked me to accept delivery on at least two occasions telling me that they would contact me at a later date with a view to replacing the damaged pieces. As the summerhouse was so extensively damaged, I refused to accept delivery of it at all.
When I spoke with the customer support team there was no apology for the damaged product supplied or the inconvenience caused.
I requested that my money be refunded in full as i no longer wanted to do business with Dunster House and I was told I needed to put the request in writing. Once the summer house had been checked (on its return to the office later that day) I would receive confirmation of the refund by email.
I called the company today and they have confirmed that the money will be refunded. Again there was no apology for the inconvenience or lack of care.
All in all, my experience with Dunster House has been appalling and I would strongly recommend not making a purchase from this company. If you decide to purchase from them I suggest that you exercise caution and scrutinise their Terms and Conditions extremely carefully.
From our first visit to delivery we had fantastic service from a great team.
The building was more than we excepted and went together smoothly.
If you watch the Videos on the web before starting you will no problems.
The driver who delivers your cabin is a very important member of the team in in my case was a great help with advise as we're the sales team.
If you are looking for a cabin I wouldn't look any further than Dunster House as for some of the bad feed back read them the customer seems to be the problem not th company if you have a problem give them a chance to put it right.
What an excellent purchase it was so easy to build my Severn 400 log cabin that my son and i put the shell up in six hours. The rest took a little longer as i took my time with the shingles and the wood treatment. It now stands at the bottom of my garden with a bar and comfortable furniture that can be used inside and outside. We have already had many happy hours in the cabin with family and friends and wondered why we did not build this years ago. Looking forward to spending time in the cabin over the summer months.
Just got my second cabin from dunster house and it was as good as the first.polite staff on the phone and very helpful delivery driver.the product is so well engineered its easy to construct and all fixings were supplied.i wouldnt bother going anywhere else.
Having commenced an order on line, but somehow not completing it, I had a call from a lovely lady confirming the order. This was followed by email confirmation. the 1-4 weeks delivery - well that was a week and the driver could not have been more helpful. Offering advice which pieces to put to one side and sorting into appropriate sizes.
Then the product. Well you say it takes two, I completed up to roof by myself. Fantastic product, excellent quality and plenty of bits, no shortages here.
Highly recommended and now being enjoyed. Thanks Dunster House Ltd
We are thrilled with the excellent service received from all members of staff at the Faversham office. Delivery was on schedule, and the craftsmen building our cabin worked continuously for 4 days although conditions outside were extremely cold. We are really pleased with the quality of the woodwork, and first class workmanship of the two members of staff who erected our log cabin.
We are pleased to recommend your services and products to neighbours and friends.
I've bought 3 things from Dunster House after a recommendation from my Father in Law who has 3 Dunster buildings. We have a garage, large shed and a climbing frame. All products are brilliant quality and easy to assemble. I would have no hesitation in recommending Dunster House to anyone! Delivery can be a bit expensive depending where you live, but the delivery driver is very helpful.
I bought a cabin from them about a year back now and its still standing! I chose to assemble it myself it took about 2 weekends in total, the instructions were a bit hard to follow in places but their website has some videos of an assembly that help fill in the blanks, I recommend watching through all of those before you start. The end quality of the product is brilliant and there were enough spares for any problems we came across.
Delivered on the specified day, unloaded and stored with help. Built base frame, logs and roof on my own in 3 days, delayed now as it is to cild to stick the roof on!
Really impressed with the quality.
Good solid construction and materials. Well designed product.
They include extra items in event required.
Generally I am pleased as is my wife and friends are impressed to the extent one has already made enquiries for a building.
Having recently become a home based worker through our office being closed, I started looking around at all the options available for putting a usable space into our garden. After months of searching I was recommended Dunster House by a friend and immediately fell in love with the Lienne. Given the dimensions fitted exactly the area I had planned on installing the building and with its stunning looks, there was no option but to go ahead and place my order. Within a few weeks I had a garage full of parts, an instruction manual and bags of enthusiasm to get building. Having opted for the self build I was very apprehensive and daunted by the prospect of going alone, but through careful planning, a bit of help from a friend and my dad, an endless supply of tea and four dry days, the build went very smoothly and the end result looks fantastic. I love my Lienne 5.1m x 2.7m - Right Configuration and would thoroughly recommend the Lienne Office Range and Dunster House to everyon
I assembled my Dunster House, Swallowmere, 8' x 12' greenhouse in a day and a half for the woodwork and another half day to do the glasing. The grrenhouse is a great design and for once a supplier's marketing information about their product quality proved totally accurate. The greenhouse is well designed and the parts supplied are of high quality and well machined, everything fits very well. There were a couple of hardware items that were missing but Dunster House customer services were quick and helpful and sent the parts immediately. If you want a quality greenhouse at low cost (and good looking come to that,) I certainly recommend Dunster House
Everything arrived on time with the men to build it.
Well planned and they started right away.
Informed depending on the weather it would take 2 1/2 days.
And that's what it took.
Great first rate job and a log cabin to died for.
This project took three weekends but was well worth it. I am not a DIY expert but my friend is. Together we made a good job of this and finished it off with electrics and a laminate floor. I am really pleased with the outcome and I now have a great den for the kids. We started with a sound base and built up from there. I reported a problem with the lock on the Dunster House website and they quickly responded and sent a new lock mechanism out. Make sure you have a friend handy when the kit is delivered and it really helps if you can lay it out neatly prior to erection. I would note that this model is not fully reversible unless you forgo one of the tapered logs. Do remember that you get a spare of each of the logs. you may find that you have the odd bendy one. A great product, well engineered.
I looked a many log cabins & summer houses, this may have been a little more expensive but the quaility is well worth it. Took a while to sort out all the bits, had most of the walls & door fitted on my own in an afternoon and couple of days to complete the rest. Well worth having the shingle roof, makes it a double layer and looks much better than felt.
My only recommendation would be to supply a DVD of the build process which is on the Dunster House website, it would explain some of the build methods which are not clear in the instrustions.
I would certainly recommend this to any of my friends
My experience of dealing with Dunster House in Faversham was second to none, largely due to Amy who dealt with us from the beginning and was true to her word all along the line. She even got involved in a hitch over delivery dates and sorted it in a matter of hours to ensure her promises were met. The guys who erected it were also very friendly and efficient despite driving wind and rain all day, and the quality of the product is stunning. I would have no hesitation in recommending Dunster House as a company as long as they keep up the good work! Thank you
Brilliant could not have been better, staff could not have been better no complaints except guttering was rubbish to thin water flows over the top doesn't run down have had to have it all re done but apart from that no complaints. Gutering prob was not addressed. John Simmons
I purchased a Clock Cabin in 2010 from Dunster House. Their installation was shoddy to say the least and they had to return a year later as the roof was leaking, screws were protruding through the ceiling and the braces were incorrectly fitted.
They put a new roof on but a year later water was pouring in again through the roof. They refused to even come and inspect it without me paying them! I arranged an independent expert inspection to find that the roof was unfit for purpose. They put shingles on a roof that is virtually flat. The water doesn't run off and it pools and finds its way under the shingles and through the membrane which is full of holes made by the nails used to fix the shingles!! They refused to do anything about it so I took it up with the credit card companies. I have just received a FULL REFUND including installation fee. Their product is unfit for purpose, of unsatisfactory quality and they have misled me. They are still selling this cabin with the option of shingles. BEWARE.
P.S I am sure they will respond with their usual excuses as they did with me for 5 months. However, had I not had a case, the credit card companies would not have refunded me in full.
Delivery driver was polite and helpful, product was well packed with all piees present.
Would have been helpful to be notified beforehand of the location of the very helpful videos on the website. I didm't learn about them until I contacted to ask an installation question.
Many people have already commented on the quality of the 6 x 5 Log Cabin
The Coronet 300 is an excellent cabin, I'm very pleased, but the company should make clear that it is all but impossible for your ordinary man in the street to erect it. It took 2 skilled men (former Dunster House employee) 2.5 days to put it up.
The "kerbside delivery" could be very awkward for some. There was a huge amount of timber to be humped up to my back garden, which I managed, but it was very hard work.
true to their word nothing more was needed to complete the build in fact i had ample of everything plus spares of most of the components really good quality fixtures and fittings locks etc fantastic
On a positive note the cabin is of good quality and is as advertised.
The problem we have is that the installation team placed the back of the cabin so far to the edge of the concrete base that the back central area is over hanging the base by 1cm The installation team did not notice this until I pointed it out on the final inspection,.
They then placed pieces of wood under the cabin in an attempt to ease the cabin forward (of which I was not happy about) resulting in one end of the cabin moving slightly and the central area remaining overhanging, also when they were hammering the wooden pieces under the cabin they damaged the concrete base causing cavities one of which I can get half my index finger into, as a result of the damage there is an area of at least 20cm that the bearers of the cabin are not in contact with the concrete base just a void open space remains.
The concrete base was big enough to allow more than 100mm all around the cabin, I specified that any remaining gap outside these measurements should be at the front . and did not specify that the cabin should be placed on the very back edge!
After a weeks e- mail contact with customer services they refused to speak to me or take the matter further, I sent photos of the obvious damage and also requested that the damage should be inspected by a member of the team. As I am concerned just how deep under the base the open cavity reaches, they refused and dismissed all responsibility.
My advice is don't pay in advance, because once they have your money they just don't want to know.
I wrote a review of the actions and outcome of the installation on the Dunster house web site needless to say it has not been accepted, it just makes me think how many other customers have not been heard.
At a time when it is difficult to find reliable service and product quality, it made a very pleasant change to deal with Dunster House. We are delighted with the Lantera 350 now installed and in use in our garden and the service, especially from the Installation Team led by Michael, was both friendly and efficient, with the erection completed on our concrete base within 7 hours.
I have already recommended the company and product to another.
The above has already been conveyed directly to Dunster House personnel.
Very please with the overall quality of our log cabin, Rapid pads not so rapid to install but very good. Would be an idea for cabin to be offered to be pressure treated., I would certainly would of taken up this offer.
I was very pleased with the service offered by Dunster House, from the time we were shown around their display facility at Bedford to the arrangements for delivery. Erection of the Vantage summerhouse I bought was straight-forward but definitely a two-person job. I would gladly recommend Dunster to anyone.
Having purchased our summer house it took us a week to paint and erect very hard work so if you do not like a bit of hard work pay them to put it up for you , saying that when we had finished the completed project was amazing to say the least , I have recommend Dunster House to all my neighbours they have all been in to see its workmanship
Very happy with the finished greenhouse. But more of a build than assembly. Was planning to build from scratch but went for purchase for simpler assembly of wall and roof panels. However it is delivered as hundreds of pieces which you make the frames from so construction took much longer than expected.
Also when I finally got to fitting the roof glass I found I was one pane short. DH customer service refused to make good claiming that I had signed for the delivery. I pointed out that it was all unloaded and covered when I saw it and the driver just asked for a signature having filled in the checklist himself. Given the number of pieces to identify and count it would have taken an hour and a half to complete the kind of check that they expect you to do.
It only cost me £25 to source the glass from my local DIY shop but I found their unreasonable attitude really irritating and I have looked for every opportunity to spread the word of poor service instead of good product.
So in summary they should make clear that it is closer to a build than assembly and really think about their customer service attitude
Our Summer hose arrived on time and complete. It was daunting to look at all the components spread out prior to construction, but turned out very easy to put together (not unlike a jigsaw puzzle) and the instructions were good.
The main advice I would give to any one is that the site must be prepared correctly as per the instructions given. Short cuts are not a good idea. Having said this access to a professional nail gun will greatly speed up the time taken to construct the roof and floor. Painting took longer than assembly (with use of nail gun). The Summer House has now been up for 18 months still looks great and still attracts admiring comments.
We are very happy with our purchase.
Having read some other reviews I nearly didn't order my cabin from Dunsterhouse. All I can think is that they were not true reviews. All of my dealing with the company have been very positive and the product a 3.5M x 5.5M log cabin is fantactic.
The delivery happended as arranged and the driver was helpful and polite. All of the items were included with a few spares. One piece looked badly twisted but once installed was fine. Although I didn't personally erect it, it went up very quickly although the roof and floor took the majority of the time.
I am very pleased with the finished product which has exceeded my expectations. I am pleased I went to Dunsterhouse for my log cabin and I can recommend them without reservation.
Our order was dealt with efficiently and arrived as stated.The driver was excellent with the unloading.We had one problem in that the door catch did not have all parts to it and this was posted out immediately.Service was excellent.
The cabin was what we expected and went together without problems,only thing we are dissapointed with, is the doors do not come up to the same standard as the rest of the cabin.The summer has been awful and with so much rain the door has leaked around the bottom panels.No other complaints.
Excellent product, delivered on time with extremely helpful driver. easily assembled by ourselves. A quality item in every way and we would definatetly recommend you to all our friends, as we have been since we took delivery.
Dunster house climbing frames were recommended by a friend after my 3 year old had been on theirs. I was dubious as they seemed expensive at the time bit after biting the bullet (they had a sale on!) I bought one and it fits so well into the garden.
If your thinking about climbing frames dumpster house is the place to go!
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