Gerry Mataia
I had an absolute bad experience from this company and I would think twice before letting go of your hard earned money. In the months leading up to my purchase - I was assured by the two sales people - that it would not be a problem when it came to delivering my product to my unmanaged lane. I made numerous caveats that a smaller vehicle was needed to deliver the cabin. I even hired their second hand to help with the delivery on the expectation that it would be delivered to my driveway. My worse fears were around the corner. Dunster House arrived with a 7.5 ton lorry as it seemed that they prioritised their two deliveries that day instead of organising a smaller van to handle my delivery. They parked on the main road and placed it 24 metres away and not the full 50 metres as promised. It took me 4.15 hours to move 4 tonnes worth of cabin down to my driveway - because Dunster House dispatch did not read the delivery instructions. I confirmed this when their driver handed me his phone to talk to her. What made it even worse was that I had to take half a days annual leave to fix this mess - which left me further out of pocket. I immediately wrote to Dunster House customer service team and the customer services manager had taken almost a week to look into it, but only to conclude that they couldn’t do anything else. I already told him multiple times - the error occurred when you did not arrange for the correct vehicle to deliver. This fell on deaf ears and as a customer, my inconvenience and having to shoulder further costs was not taken seriously nor even into account. What was even alarming was that there were notes supposedly taken by the sales advisor who I spoke to (Sarah or Saem) saying that I had contractors to help me. They actually falsified what I said to them. I have carpenter skills so why would I hire someone else? Dunster House - your job was to deliver to my driveway - that was your problem to solve which you couldn’t do because - you sent a truck instead. This is where the problem started and the Dunster House customer service manager refused to take ownership of the failure to deliver. Shocking service. Absolute let down Dunster House. Writing imaginary things that customers apparently say is not trustworthy and as such, my advice is to either record your telephone conversations or have the sales team confirm what you want in writing and if they do not want to repeat your arrangements back in writing - do not purchase.
2 years ago
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Dunster House Ltd has a 2.62 average rating from 125 reviews

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