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 ordered a table tennis table on the Saturday, you phoned the next day to arrange delivery for Tuesday that week. Delivery was as arranged and the kids were able to play table tennis when they got home from school that day. Great service and a great product, thank you.
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