ordered 2 items in NOVEMBER! the lamp is still not here (keeps getting pushed back deliver date...but 7 MONTHS IS A JOKE!!) and the other item eventually arrived 3 months after order and i have asked for it to be replaced as it is an unstable wooden stool... to which i have still had no response.
after an initial reluctant 10% discount after about 4 months i pushed dwell for a further discount as the lamp was again delayed further (but calling their expensive 0845 number cost me dearly)...i got a stroppy *we're doing you such a favour* 15 % discount only to have a catalogue come through the post the very next day offering EVERY1 15% off of everything...with my long awaited lamp pictured there in the pages! i was LIVID!!! way to treat your customers like idiots.
wrote to the customer service manager 3 weeks ago and still no reply. but quite frankly what the hell is the customer service manager doing if she isn't aware of my case after 7 months?? she should have been dealing with this fiasco properly months ago!
they are inept.
I have been waiting since early May for 8 items to arrive, totaling £500. I received one of the items two weeks ago. I had an email from Dwell yesterday advising that one of the items was with City Link and would be delivered today. I waited in and eventually logged on to the City Link website to check the consignment. The website told me that the delivery had been refused. Strange as there had been no knock on the door.
I called City Link who advised me that the item had been returned to Dwell and that they had gone into administration.
So, if you have purchased anything from this company and are still awaiting delivery, you WILL NOT RECEIVE IT and there will be NO MONEY for refunds. I hope that you all bought via credit card for security.
Me....well I won a £500 Dwell gift voucher through a competition last year so I have not lost any money really. Just gutted I didn't spend it sooner!
Sorry to be the bearer of bad news.
Ordered a full bedroom furniture set circa £1400 on 4th Jan. At the time 12 weeks wait, 6 months later I still have no furniture, only a £71 "goodwill gesture" after I complained.
I decided to cancel and go for a refund last Sunday, three working days, still no sign of money - I fear they are going into administration.
Back to square one now for looking for furniture and a lot poorer too.
DO NOT BUY FROM THIS COMPANY.
I ordered a piece of art work in March 2013 and was expected to wait 4 weeks which i did not mind as i know Dwells stock issues. I then got a call after the 4 weeks saying i had to wait another 4 weeks, i was annoyed but wanted the piece so stuck at it. I then checked the website and there was another 16 weeks wait. a 6 months wait on a item is a joke!!!! im sure they take orders and order the items in bulk when they have the orders. the company never keeps anything in stock so on paper its worth millions
Customer service is ok they did ring me to inform me about the wait
i did cancel my order and find the same art work for £40 more of which i didnt mind paying as delivery is in a week
The items they have are very good and i own a few pieces from their website but i have shopped around and found it cheaper elsewhere and with quicker delivery times
ORDERED A COFFEE TABLE ON 3RD OF JANUARY AND TOLD IT WOULD BE 4 WEEKS AND I AM STILL WAITING,BOWL ORDERED IN FEBRUARY TOLD IT WOULD BE COMING IN APRIL JUST GOT AN UPDATE AND IT IS NOW DUE IN OCTOBER ! THEY AASURED ME 3 MONTHS AGO THAT IT WAS AT FELIXSTOWE WAITING FOR CUSTOMS TO CLEAR THE CONTAINERS WAS ALSO TOLD BY CUSTOMER SERVICES NOT TO ORDER IN JANUARY AS IT IS CHINESE NEW YEAR AND THEY CELEBARATE FOR A MONTH SO THE GOODS WOULD BE LATE! THEY GAVE ME SOME CREDIT TOWARDS A VASE WHICH I HAVE BEEN WAITING 3 MONTHS FOR AND THAT HAS BEEN PUT BACK TIL THE END OF THE MONTH BUT I DONT HOLD OUT MUCH HOPE SO I WENT OFF TO THE WESTFIELD STORE AND I MUST SAY THE STAFF ARE VERY NICE IN THERE AND I FEEL SORRY FOR THEM AS ITS NOT THERE FAULT. I MUST SAY THE THINGS I HAVE RECIEVED ARE VERY NICE BUT I WOULD ONLY PURCHASE ITEMS NOW THAT ARE IN STOCK AS THEY CANNOT FULFILL THE ORDERS. I THINK THEY HAVE EXPANDED TOO MUCH AND CANT COPE WHICH PROVES THAT BIGGER IS NOT ALWAYS BETTER!
DO NOT BUY FROM COMPANY NOT UNLESS YOU CAN WAIT A YEAR!
GOODS MIGHT BE STYLISH AND NICE , BUT THERE NO POINT PAYING FOR IT ALL AND NOT HAVING IT DELIVERED!
DISGUSTING CUSTOMER SERVICE, THEY SAY DELIVERY DATES (ONE WAS EST 2 WEEKS) CHANGED TO 4 MONTHS LATER!
NEVER RECIEVED GOODS AND ASKED FOR MONEY BACK SHOULD BE IN ACCOUNT SOON IF NOT I WILL UPDATE THIS AGAIN!
STAY AWAY FROM COMPANY, QUICK TO TAKE MONEY BUT YOU WILL NEVER RECIEVE GOODS!
I purchased 4 items from Dwell in Early March 2013. Total £1000.00
The quoted lead time was 4 weeks which I could live with and one of the items was delivered within 10 days which was great. The problem is the remaining 3 items have still not been delivered and its now Mid June some 3 months later. so 1 month lead time is now 4 month lead time as quoted today by Dwell.
They have offered me 10% back on the £1,000 purchase, but how can you run a busines when you will have lead times of 4 - 5 months for an order to be delivered ? Surely this is just simply fraudulent trading ?
I doubt they will be in business much longer and my advice is not to buy from them at all and if you are mad enough to do so buy on a credit card so you are protected that way.
Its also great they keep sending me offers on new stuff they don't havein stock too - Priceless.......
Dwell - "Live like this"..... Sorry your strapline should be Dwell ...... "Live in hope"
I bought and paid for 2no chairs from Dwell on 25th February with the delivery date of one mid-March and the one early-April.
It is now the 12th June and I still have not received my goods nor can Dwell tell me where the goods are, they are either still on the sea (from China), in the warehouse or somewhere else.
The service from Dwell is appalling. Noone can clarify any information, when calling I am asked to call different numbers and to the high number of emails I have sent, they perhaps answer 1 in every 5 - if I am lucky!
How the company continue trading when they treat customers so appalling if beyond me. I will never purchase an item from Dwell again.
After one phonecall I was offered 10% credit off of my order which is great but totally ineffective if I do have not goods that I have paid for!
Terrible terrible company. DO NOT USE!!
I purchased a mirror on 01/03/13 and was told 13 weeks for delivery. During this time there was no contact from Dwell.
I called them and was given 10% credit note. I used this to put toward the cost of a vase. (2 weeks delivery). This would mean both items should arrive at the same time.
I called them today 30/05/2013 and was told delivery woud not be till July. Customer Service did not apologise and offered no assistance in sorting the matter out. I then called the shop l brought it from and spoke to the Manager. She offered more discount but I still would have recieved the mirror if ever. I told her if l did not received the mirror within 14 days l was going to print all the complaints off the internet and stand outside the shop. Within 5mins l had a call back to say they had a brand new mirrow in one of the other stores which l could collect. (The shop where l would have had to collect it in the first place).
I am now on my way there to hopefully get the mirror. Maybe a few more people should try this. GOOD LUCK
Ordered 2 set of glasses in store on 29 March. Paid in advance with the promise to receive the goods on 2th April. Nothing happened until 17th April where, only after my enquiries, I was told that goods were out of stock and they will refund the money. Still no communication until 26th April, where, only upon my request, Dwell asked the details of my oder which I provided on 30th April. Since then, no refund and no answer to my request .... Totally unacceptable. Will never shop Dwell any more
I purchased 6 chloe cantilever chairs from DWELL, it said 7 weeks, this was in early March. I bought a dining table from elsewhere to match. I was wondering why I hadn't received my chairs, I did a track and it said 28 June! I contacted Dwell and they were just rude, excuse after excuse, blaming it on their manufacturer so I asked why wasn't I at least told they weren't in stock so I could have ordered elsewhere. The other thing was that on their website they still continued to advertise the chairs as being delivered in 7 weeks so they knew that 14 weeks was the minimum and still hadn't delivered to anyone but received all the money up front. Dwell does use false advertising as they changed their website immediately after I complained with a registered letter and complained to customers advice bureau. Dwell don't care at all about the customer. They provided no other options i.e., all the chairs that were similar were at least a minimum of 7 weeks. I continued to ask when they could deliver and that I had consequential loses associated i.e., have a table I can't get a money refund on and will need to find chairs elsewhere which will be more expensive, not the ones I had in mind and may not be immediately available. They then told me that it wouldn't be delivered until 3 August 2013!!! That is 20 weeks from taking my money! And at no time was there any apology, just sorry a delay well what are you going to do about it?! Also DWELL's website has not been updated and for the Chloe Chairs still say 14 weeks when this is a lie, false advertising as it is more like 20 weeks. Don't buy from Dwell or any company such as this who keep your money to get cheaper items only to keep you waiting.
Ordered something in December 2012 and every month it has been delayed it was changed fron January, To February and That Has Been Continues, I also ordered something else this month and was at first coming in June now October!
Placed an ordered for a lightburst mirror on the 4th March 2013, stated 2 weeks delivery. It's been delayed several times and now stock is not due to arrive until 30th September almost 7 months after order was placed and FULLY PAID for. There has been no phone call of apology only an update on my account online. When contacting them today to say how unhappy I was and ask why item still states it's available for delivery in 2 weeks for other online purchasers there was no explanation, apology or any consolation offered just " fine that's ok! Stock is not due until that date and it is possible it may change again. Do you wish to cancel"
So I have unfortunately cancelled my order, and it appears Dwell could not careless and do not need my custom.
In today's economy Dwell should be very thankful of their success and continued trade but after the treatment I have received and judging other reviews this will soon suffer.
There are plenty of other companies out there who would greatly value your custom.
I know I will definitely be going elsewhere!
I visited the Dwell stores both in Westfield and then on the Tottenham Court Road. The employees in the Westfield branch were very good - knowledgable and helpful but not following you around 'a la Saturday girl' desperate to make a commission sale in Freeman, Hardy and Willis. The staff at the TCR branch were a bit more laid back, although the store was empty. The girl who I consulted was, quite honestly - pretty clueless - no product knowledge, couldn't say for sure when the items would be in stock and recommended that I phone round the stores.
I ordered a couple of things (a settee and a coffee table) online. The order was accepted, but when I went online to track the order, I was informed that it was not going to go through as Dwell needed to carry out a credit check. I phoned Dwell and talked to a member of their Customer Care Department. When I asked why the order had not been processed, she asked me whether I was a new customer (yes) and whether the goods I wanted to order were 'quite expensive'. The goods were 'quite expensive' for me, but it seemed a bit of a daft question......expense is relative, surely?
I asked to be put through to the credit check people and she said that she couldn't do this and that someone would call me back. Three days passed and no-one called me. I called again after three days and was again told that someone would call me back. Within ten minutes of my second call, someone DID call me back and it turned out that there was a 20% discount on the goods that I'd originally wanted to order - result, I thought - thank goodness Dwell are so disorganised.
At this point I decided to Google 'Dwell' and found all the terrible stories about their customer service and started to really worry.
I was very concerned, so was delighted when I looked at the tracking of my order and found that it had been despatched on time - hurray!
I am going to C & P now my email to Dwell, following the 'delivery' of my settee and coffee table
I am writing to let you know of the problems experienced this morning with order number 954468, customer number 2493468.
The order was received by the concierge in my block of flats as arranged. The delivery men said that the sofa, Limoges 3 seater, would not fit in the lift, which was very strange as at the same time as my sofa was being delivered, two removals were taking place in the building and the movers had no problems taking sofas and king size bedsteads in the very same lift. The concierge said that the sofa should fit in the lift but the delivery men could not, or would not manoeuvre it into place.
I then asked them to take it up to my apartment via the stairs, but they refused point blank to do this, citing ' Health and Safety'. This is a brand new building, with a brand new stairwell and I can not imagine what kind of health and safety issues could be of any relevance.
I phoned Dwell and was transferred to a very helpful lady called Roxanne in your Cheltenham branch. She checked the item in question and informed me that it did not have any 'ground floor restrictions' and that as such the delivery men should carry it up the stairs to my apartment.
Her manager, Alex, phoned the delivery men to inform them of this, as did I. This didn't happen and the sofa is now in the storeroom of the apartment building.
I spoke to Alex later who informed me that the delivery department had informed him that the taking of a sofa via the stairs was at the discretion of the delivery men.
The end result is that I must now pay for handymen to take this item to my apartment.
After talking to the concierge at length, I am sure that the delivery mens' problem was not the ubiquitous 'health and safety' at all, but more a case of terminal laziness.
Very disappointed and although I love your furniture, will not be ordering from you again, which is a shame as I have a whole, very large flat to furnish and equip from scratch.
This morning, I got a lovely phone call from a Dwell representative. They apologised profusely for the experience I had had with them and offered as compensation a further 10% off the cost of the settee. As I had paid a handyman 50 pounds to take the settee up to my flat, the 67 pounds compensation covered this. I must say that the lady who called me was absolutely lovely - whether that's 'Dwell' training or whether she was just a decent, well brought up person is anybody's guess. She was empathetic and when I thanked her for the compensation, she said, 'well, it's no more than you were due and thank you for accepting it'.
So sorry that others have had such terrible experiences with Dwell and I hope your issues get resolved as successfully as mine did.
I ordered my coffe table on Feb 10th and paid in full in store. It was supposed to come on March 10th. No one emailed me, nor called me to say it would be delayed. After I had called them, they said it would be delayed by one week, which, the next day stretched to one month.
Various employees gave me various reasons (usual 'Weather conditions', 'Chinese New Year', 'We don't know', etc.).
I emailed the Customer Care (it should rather be Customer Scare) to complain and no one emailed me back. Yesterday I sent a letter of complaint to their Customer Care Manager. I don't expect any response.
It's now April 10th and there's no sign of my order being completed. When I called them a few days ago they said it would probably be 2 weeks.
My trust in them reached ZERO level. I won't buy anything from Dwell, no matter how nice it looks.
I ordered a coffee table on 29th December (867624) I still have not had delivery despite having to pay £500 in advance ! the delivery date has been pushed back 3 times now and I have now been given the date of 2nd April apparently the goods are with customs in Flexistowe and have been for a week hence why last delivery date was not met so they say but I was only given this information when I chased the order other wise I would have not known my table was not going to be delivered ! Even with the new date given they now tell me its not guaranteed , I wish I had seen this page before I had ordered as I would have stayed well clear , the worst company I have ever had dealings with customer service people very polite but don't follow thorough with anything, tell you managers will phone you yeah right ! never happens , certainly a store to avoid in the future although to be honest I doubt they will be trading for a lot longer unless they get their act together . Most companies rely on repeat business and word of mouth from satisfied customers ! Well surprise surprise I have now had a further 2 delivery dates now not expected until end of April despite them having taken my money December of last year anyone thinking of ordering from this company DO NOT they don't even deserve a 1 star rating !
Paul Bryson found this review useful
I ordered a table on 23rd December that was due in stock within 6 weeks. we are now 13 weeks on and I have still not received my order! We have wanted this table for some time so when it went on sale we snapped the item up and were told the chairs were in stock but the table was expected in 6 weeks time which we decided to wait for. in late Jan we called to book delivery, which they arranged for us, to find out once we got an email that this was for the chairs only! what use are dining chairs without a dining table!
Since then we have been given numerous dates for when the table is expected in the warehouse. If a company is buying from China then you can understand there might be delays but this is now beyond ridiculous. However I can't tell you how nice the staff have been, they have all understood my frustration but seems from the negative comments about this company that they probably are now well trained in complaints!!
To date I have had a further reduction on the table as it went down in sale price, the delivery costs removed and a 10% refund off the table amount, however its not about the refunds or money off I just want the table that I ordered in December!!
So all hope is now pinned on 2nd April when the table is 'expected' in the warehouse after delays at the port due to customs. Another thing to note is I was told there is a back log of 82 orders on this one table, it begs the question why put a table like this on sale if they can't actually meet demand! the table is priced at £899.. that means they have potentially received over £73k of customers yet we are in a recession?
I regularly see items from Dwell that I would purchase but unfortunately from my experience I can confidently say I will NEVER buy from this company again. If I didn't want the table so badly I would have cancelled my order out of principal but seems I just can't get the table from anywhere else which means I am left a very disappointed customer! Its a shame when a company that was getting so many good reviews has now taken such a terrible U-turn and gone down him and will probably be another victim of their own failings!!!
Bought a TV cabinet from them I really like the look with three large looking drawers underneath, only now realised that though you'd think the designer might have thought media items like cds and dvd might want to be stacked in there but not the drawers are around 1cm to shallow. Blinking rubbish and ridiculous - I like attractive furniture but want to be fit for purpose too - this one clearly isn't. Pants!
I placed an order with Dwell mid December for an out of stock floor lamp. We were told the item would be in by the end of January. As I had heard nothing from Dwell by 30th January I phoned to find out if the light had arrived and was told it had been delayed and was due in 22 February. Since then I have phoned on a regular basis and each time been told it's on the way to the warehouse and is due in next week. The last conversation I had with them was today and I was told it was now due in on 8th April. I've given up and asked for my money back! Looking at previous reviews this obviously happens on a regular basis and I would never order anything from them again that is not in stock.
I am so glad I didn't see these bad reviews before my furniture arrived as they would have put me off! I ordered a table and chairs and a sideboard on 1st Jan which were on 6-8 week delay. They came at the weekend and we are delighted with them. The delivery came on time and all the items were packed well and easy to assemble. Couldn't fault anything.
Dwell are useless thieves.
Happily took my money, then made me wait 6 weeks for delivery as it suddenly became out of stock (after i placed my order). How convenient.
The goods arrived, incorrectly advertised on the website, which meant the good were now useless and i wanted them returned - called to arrange return - they said the courier company would be in touch. 5 dayslater still no contact so i cann again. Its now 7 weeks since they took my money. FINALLY Arranged the return through Dwell for the following week. took HALF A DAY off work to wait for the collection man, who turns up and tells me "the package wont fit in my van, ill have to leave it"... WHAT!???!? We agree he can do a few more drops to make space in his van and then come back and collect - did he come back...? No. A days wages wasted while waiting for him. Ring Dwell to complain. They couldnt give a monkeys. They offer me a collection date a further 2 weeks later : so that would be 9 weeks before my good are returned and then a further week to return my money. These people are a joke and each and every one of them should be ashamed. Have been promised by 5 different people a call back to arrange again for the goods to be collected and still no call, i keep having to chase them. I am disgusted and will never ever buy anything from Dwell again and will recommend no one i know spends any money with them.
Dwell = hell.
Paid for a duvet cover for my daughters birthday, in the middle of October, told it would be in the store before the 19th October, didn't arrive. Her birthday passed. The duvet cover went from 1 week delivery online, to 15 weeks delivery, dwell never informed me of this and kept me waiting, after countless calls to the store, never returning my calls i was promised it would be in well before Christmas. Again it never arrived after being promised constantly that it would. Finally they asked if i would accept a display cover, and i agreed because i was getting to the stage i didn't think they would ever be back in stock!!! The duvet cover finally arrived in the store, my son picked it up for me and brought it home (I live 60 miles from the nearest store) only to find that the pillowcase was missing from the display copy. Total incompetence is all that i can call this, the manageress obviously didn't check this before handing it over to my son. Finally i received my pillowcase on the 30th January. I was given a 20% refund for my trouble, i think they should have given much more. Will never buy anything from this company again. I have my own business and would never treat my customers the way that i have been treated. BE WARNED!! If not in stock, and your not willing to wait forever, look elsewhere. I wished i had looked at this site first
Have currently bought two product from Dwell. the first, a glass coffee table< was delayed about three times and despite being told it would be delivered in 6 weeks it eventually arrived at about 4 months. Armed with this information i stupidly ordered a glass dining table assuming it couldn't happen twice. Order placed August 2012 and told table would be delivered mid october. Of course this date got put back about 5 or 6 times despite my regular complaints and eventually received the table just before xmas 2012. Didn't realise the table was 85 kilos!!! Sales staff had never mentioned that and i live on my own! Had to employ help to put the table together which is not easy and found the main glass piece was scratched. Phoned dwell who said they could get another table out to me in january although i would have to dismantle the table and repackage it! So another two hours and hired help to do so. Second table arrived last week and again hired some men to put together only to find this table is covered in scratches and they had cheekily placed two dwell stickers over the main scratches!!!!!!!!!!!!!! Isn't that fraud/trading standards?? It looks like someone elses returned table that has been repackaged and sent out!!. have complained again this week and been told a third table will be sent out but this will take 8 weeks(in dwell terms that's at least 12 weeks). Currently deciding on whether to just cancel and get money back but then i've wasted 6 months for nothing.
I visited the manchester store at endo of October & ordered a glass desk & chair for delivery before Xmas. Whilst the chair was in stock the desk was not & I was told that it would arrive in store on 15/12 & I could collect it. Unfortunately prior to December the delivery date was moved to 12/1 and we were without the desk for Xmas. I kept checking website & delivery date slipped again from12/1 to 19/1 and then today it has slipped again to 22/2. I phoned the Leeds Branch to check when I could collect the item & they confirmed the screen date of 22/2. I complained & was given the number for the Customer Care Dept. On speaking to a man there I was told that whilst the 22/2 was a possibility, as the desk was still "in production" they couldn't guarantee delivery on 22/2. In the circumstances I have cancelled the order & asked for my money to be refunded to my credit card. This should take a max of 5 working days - I live in hope!
Whislt Dwell sell nice furniture , their supply & communication procedures leave a lot to be desired. I will wait for something to be in stock before ordering from them again.
Delivery of items has been delayed numerous times. No one calls. No reason given. No offer of compensation. Original date 5th oct. a long wait. Then moved to November, then February 28th. I have no wardrobe, living out of boxes. Wardrobe matches bed so I can't just shop elsewhere.
They take your money and do not deliver.
Appalling service. Only company that offers this type of furniture so they have the monopoly. Please someone, set something up to compete with this. Success will be easy if your customer service is half decent unlike theirs.
I expect to wait when I get Eames from Vitra but this is not designer.
I agree, if its not in stock, don't order it!
I completely agree with other reviews about the extremely poor service following an on line order. I ordered some furniture at the beginning of November with the £400 payment being taken immediately. The delivery estimate was 25 November. I checked the status of my order just prior to this date to find the delivery estimate was now 30 December. I had not been notified of this change despite the fact Dwell have my email address and mobile number. I called the online delivery number and received an apology and the girl ago spoke to said she was "not surprised" about the delay but said I should have been informed. She offered me a 10% discount and said the goods should be delivered in early January. I checked my order status again today to find the delivery date has changed again to 25 January - again, no one had contacted me to let me know of the change. A further call to customer services - the lady I spoke to said this seems to be a recurring problem with online orders. I checked about the 10% refund promised last time I called to discover that nothing had been done about it. She said this would now be refunded, along with the delivery charge (which, at £5.99 hardly represents much compensation for the continuing delay). I have emailed a complaint to customer services but doubt if it will make any difference.
I would strongly advise against using their online service. I think it is unacceptable that they take full payment up front and then totally fail to deliver - literally!
I don't usually write reviews online, but Dwell have driven me to it. Take it as a warning, buying online from Dwell is not a pleasant experience.
An order was placed at the beginning of October; it's now mid December and my order summary currently says stock is expected within six weeks! Throughout this time, Dwell's estimates of when stock is expected has fluctuated between a week and eight weeks. None of the in-stock lines have been delivered (as a good will gesture). No emails were sent conveying the delays since ordering.
Payment was taken when ordering, however when this morning I decided enough was enough and called to cancel the order, I was told I could not get a refund as my card details had changed since payment (my wallet was stolen during the delivery wait). Staff were unhelpful. Customer services are due to contact on Monday, however I'm currently £200 poorer and highly unimpressed with Dwell. It's a shame, because the products on their website look great.
Purchased a small side table as a birthday present, ordered on the 21st of October and promised delivery mid November and a phone call to say when it would arrive at the store for pick up!!!.
No phone call throughout November, decided to go to the store on the 9th December only to be told that it would be another 8 weeks before the table arrived.
Shop assistant apologetic but offered no reason for the delay, emailed customer services and got a short explanation which really didn't tell me anything and a cursory apology.
How can a company be run like this, take the customers money and leave them stranded, will be cancelling this order in a week or two and going to John Lewis to order furniture, at least they deliver when they say they will!
We ordered an out of stock item and was told an estiemated date of 6 weeks, it is 14 weeks later and we still do not have the table we ordered. No indacation was given to us when paying for the item that it would be late, but recieved a few emails informing us that it was put back, then the emails stopped and when I phoned the store i was told it will be with us, estimated again in 2 weeks time. The customer service adviser was very unconcerned and matter of fact and informed me that we were told this could happen, which we were not when they happily took payment from our card, I will not be using Dwell again. BE WARNED.
The shop staff are excellent but the back-up is terrible. We are still waiting for goods that were ordered in the summer. Other goods have arrived late and in some cases damaged. Delivery dates are given and not kept. Different delivery dates are given for the same item. A dream of a business model - lure in the customers, take their money and let them wait. Not impressed.
I have to agree with other reviewers, my experience is the same and very disppointing bearing in mind their goods are very stylish, although no point having a good showroom and website if customers never actually know when/if they'll actually get their goods.
I ordered a sideboard in September, due in stock late oct, due date keeps changing getting to early December, I contact customer service who "assure you it will be with you in 2 weeks ..... There is a shipment on its way" the day before that new due date it's changed again, call customer service and (you've guessed it) "...... Assurance .... Shipment on way ......".
Absolute joke, wish I'd never bothered and went elsewhere, I've now used the "complaint procedure" doubt anything will happen but let's see what they come back with!
We've bought quite a lot of stuff from Dwell - Often, ordering on line through a cash back site and then picking up from a store as the delivery charges are usually quite expensive
When goods are out of stock, it's made clear when new stock will be in and you can decide whether to choose something else or wait until the goods are back in stock
I'd say they are not the cheapest shop for home furnishing, but still affordable and worth paying that little bit extra for the style and quality
So disappointed with this company. I ordered the Silk cord drum floor light in September and was told it would be delivered on the 9th November, then received a phone call to say it was on the ship but delivery was delayed until November 29th. I went into the Deansgate, Manchester store to confirm delivery this week where I was told it hadn't been shipped and would now be delivered on the 29th December. Why do I not believe them?
It seems to be a pattern on here that they hold onto your money and the goods for months, I will definitely not be buying from them again.
As predicted the December delivery date was moved to January 21st, to be fair the customer service representative we spoke to on the phone did try to get one from a local store for us, however it transpired that the store display lights are faulty and therefore not for customer use. So we got our money back and will not be shopping at Dwell again.
I purchased two small furniture units on 22 August 2012 from the Westfield Mall store in Stratford, London. Delivery was promised around mid September. They were emphatic that this schedule would be met. I was called later to be told it was delayed until 9 November. I asked that, since I would be on holiday between 10 to 17 November, please deliver after 17th. Dwell emailed confirmation that this had been done. While on holiday I received daily text messages from DPD saying they were delivering - on 12/13/14/16 November. You can't reply to these texts to reschedule, only option is to reply with a 1 for deliver next day etc. In hindsight I should have kept replying and incrementally delaying the delivery by 1 day at a time until the following week was reached. When I got back to the UK I went on the DPD website and it let me reschedule delivery for 23 Nov (tomorrow!). But Dwell just called to say that one of the units had been returned to their warehouse because there were two separate DPD deliveries (impossible to tell from the DPD website). Usual line of "we can but apologise". Words are not enough. If some more material offer had been made I may have considered shopping at Dwell again (because their furniture is appealing). But I can't risk the blood pressure damage, so will not be shopping there again.
I visited the Dwell Deans Gate Store in Manchester and the Store Manager and staff went the extra mile to deliver the best customer service i have ever experienced!
I have since visited a number of there other stores and they have delivered the same level of excellence in customer service.
Thank you to Sarah and the whole team in Manchester.
Dan from Scarborough
Similar issues to below:
Ordered 2 items on the 25th July and still not received them despite them originally saying that they should be available in September.
I raised an enquiry on the 6th of October but am still yet to receive a response.
Nice products (we already have some products from Dwell) but terrible customer service.
I ordered an item as part of an offer where you received a £15 voucher to spend on any item in store by signing up for their newsletter (never received one). I went to my local store but the item I wanted was out of stock so the friendly (shame about the company) sales assistant offered to order the item for me. I let her order giving my address details etc. The order was placed at the end of July/Aug and I was informed that delivery would be due in store the first week of September. The sales assistant told me that someone would call me once the item had arrived in store and that I should check the status online. The first week of September came and I received no call and checked the status which had pushed the date back to the end of September. I called the store and they informed that they were having problems with their suppliers overseas and that the item had now been discontinued so I could wait for the new delivery date in November or cancel. I thought it was ridiculous so I wrote to their info@dwell address and I am still awaiting a reply!!!! What's the point of sending out a big promotional drive to attract new customers but then disappointing!! Bring back Habitat!!!!
DWELL has now gone bust. I never did get the item ordered. It looks like it was not just the customers that got ripped off, they didn't pay their suppliers according to the article (link below). It is no wonder they could not fullfil orders. Their business model seemed to be based on using customer's money as cashflow to buy the stock and not pay suppliers! They came unstuck when their supplier probably stopped producing the goods and they had so many refunds to issue as a result. I feel sorry for their poor staff who lose their jobs because of their employers bad business management which is a shame as I think their staff were really good. They kept me updated all the times that the delivery of the item was delayed and were always pleasant and apologetic. I can imagine that it must have been a challenge dealing with unhappy customers!! Companies like this should be stopped early on from trading!!
To reply as a company, please log in to your business account.