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!!
This company isn't worth rating (I wish they had a zero option). Their name contradicts their appalling service (didn't make me feel 'so special'). What a joke!! I sure wish I had seen this forum before ordering.
I ordered an item at the beginning of November and have still not received it or a refund! All I have had is apologetic emails about how they are swamped with Christmas orders. Lol. I have been making some enquiries and the best course of action would be for all of us to register a complaint with Consumer Direct and then Trading Standards will be forced to investigate this bogus company. We should also inform Watchdog as this will make a great story with Christmas looming and more people shopping online and falling victim to fraudsters like So Special. It will make a Watchdog (So) Special!!
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