Dwell UK Reviews

Name: Dwell UK
Rating: 1.35

1.4 Rating 34 Reviews

9 %

of reviewers recommend Dwell UK

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Metrics

1.4

Based on 34 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 15%
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Over A Week

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Dwell UK 1 star review on 12th April 2022

Chris O'Donnell

Dwell UK 1 star review on 9th March 2021

Zulqarnain Majid

Dwell UK 1 star review on 6th October 2020

Ben

Anonymous

Anonymous // 01/01/2019

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“I am a long time buyer from Dwell. I am furious and frustrated of their service. I have been a customer and bought so many things from them, including: Sofas, the lights, a chair, the clock and many, many more things. I have bought a marble table, and is STILL under warranty and under 2 years. There is a manufacturing fault on the side. We had someone to come and look at it and took pictures, and mentioned that it is a fault. We were waiting for their mail, and no respond since early July. We decided to contact them and they responded in the most disrespectful way and dismissive. What I don’t understand is the lack of corresponding and mostly the unprofessionalism in this. How can you treat a sincere customer like this. THIS is my last time ever buying anything from you, and even promoting their stuff. This is unacceptable having spent many many thousands of pounds, and get treated like this. I am not only discouraged, but offended at the level of dismissal.”

Helpful Report

Posted 1 year ago

“Bought a dining room table and 8 chairs from dwell. One of the dining room chairs is used as a spare and consequently hardly used. However I discovered that one of the legs had come loose. I was unable to screw the leg back on so I contacted dwell who asked me to submit photographs. On receipt of the photographs, dwell refused to accept responsibility. They blamed me for the damage and moisture?? Moisture in a centrally heated house, absolute nonsense. I thought after spending nearly 4K with them in that purchase, they may have considered a goodwill gesture and at the least offered a repair. Poor product and even worse customer service, avoid!”

Helpful Report

Posted 2 years ago

“2 weeks ago I called them for advice over a piece of furniture. They never called back, also they didn't send the samples I requested. I said to them I will hold on placing the order as I wanted to know all the facts. Anyway, after receiving no information from them, I decided placing the order today and risk the cost of sending it back, if the item wouldn't fit. Now it has gone up on price and they don't want to admit that I will be paying more money because of their lack of customer service.”

Helpful Report

Posted 2 years ago

“I have a return to them and from 13th I didn’t receive money back. Customer service told me after 12 working days! they sent the table scratched and I have to wait 2 months to see the money in the account again.”

Helpful Report

Posted 3 years ago

“driver went to the wrong address, driver called and left voicemail. I call back but no answer. then I called customer service and I asked them to call the driver and ask to come back since he was only 5' away and the answer was that he already left the AREA and I need to reschedule or cancel the order. what he drives? a ferrari and he left the AREA within 5 minutes? not even my fault that drivers can't read a simple address properly but then no help. wayfair and Made here I come!!! read the reviews, a lot of comments for scratched and damaged items”

Helpful Report

Posted 3 years ago

“I ordered two sofas, side board and other items. All items were due to be delivered on the same day via their "white glove" pledge yet only the side board and smaller items were delivered and left by the door in damaged boxes. On inspection, one panel from the side board is missing - awaiting a response from dwell customer services (therefore this item is defunct). The two sofas were not delivered, despite the delivery note claiming that they were. Dialogue with Dwell on 3 consecutive days afterwards resulted in mis-communication and excuses of their delivery partner not responding - seemingly a case of the tail wagging the dog. Ultimately I am the customer here and have paid for all items yet received only some of the smaller items, an incomplete side board and missing sofas with no constructive or useful commentary from Dwell. My advice - steer clear.”

Helpful Report

Posted 3 years ago

“If I could have given no stars I would have. The worst customer service I have ever experienced. I originally ordered a mirror from fish pools and returned it as I found one I preferred in Dwell. BIG MISTAKE!! Nearly 3 months later and I’m still waiting, the constant calls and being told one thing from one customer care representative and another thing from another. I will never use them again worst experience ever. Wish I read the reviews first!”

Helpful Report

Posted 3 years ago

“Ordered a table from Dwell and it arrived with scratches on it, so had this replaced and the second table arrived with scratches on that too. Returned it and was told I would still have to pay for delivery because "there was nothing wrong with the delivery".”

Helpful Report

Posted 3 years ago

“I ordered a footstool online from Dwell during the pandemic. I paid £19 delivery charge. It was during lockdown so I couldn't look at the item in store. It arrived and the colour looked different to how it had appeared on my monitor (these things happen). I had to pay £35 to return it. I thought there was some mistake - surely they would refund my initial delivery charge? But no - so I paid ****£54**** I could not afford for the privilege of seeing the footstool with my own eyes. I will never again buy anything from Dwell - their returns policies are appalling and their customer service staff were incredibly unhelpful.”

Helpful Report

Posted 3 years ago

“DO NOT BUY FROM DWELL. I would give them 0 if I could. The quality of the sofa is very poor and after 18 months, the bracket has broken on the sofa. They insist I pay £25 for Homeserve to come out and assess and as I've seen here already will more than likely claim it's not a manufacturing fault. I object to paying for them to come and look at their defective products to start with. Will never buy from here again.”

Helpful Report

Posted 3 years ago

“Waste of money. Awful quality items. Appalling customer service.”

Helpful Report

Posted 3 years ago

“TERRIBLE QUALITY and NO CUSTOMER SERVICE I finaly took full delivery of a dining table in October as parts were damaged and had to be replaced.. The table developed chips and cracks. I contacted dwell and was told to send pictures which I did although it was difficult to capture every bit of damage due to the high gloss surface. I received a curt email stating that this was not caused due to a manufacturing error and that they could not help me. I rang to complain and was offered a homeserve inspection. The inspector stated he could only comment on if there was a manufacturing error and nothing else. I explained that I had not stated that there was a manufacturing error but had complained about the quality. He said he was not here for this. I contacted dwell and was told that his report would include everything. I contacted dwell again and was told that every bit of damage had been caused by my lack of care of the product and wear and tear. I asked about my rights within six months and was told that as I had not reported the damage in 30 days the only option was to prove a manufacturing error and this was not the case. I spoke to a manager and was given the same lines. I have no option but to go to the furniture ombudsman and would recommend anyone with an issue to do the same.”

Helpful Report

Posted 3 years ago

“Poor Quality Fabric Sofa. Important points to note: 1- Dwell does not let your review their products on their website. (why?) 2- The customer service response to pretty much all the complaints or issues (based on the reviews on Trustpilot) is the same - "normal wear and tear", "not manufacturing defect", "please pay £25 for independent analysis" - which will agree with Dwell. 3- Pretty much all the sofas have the same problem. Poor fabric quality. We bought two 3 seater Marseille in December 2020 and 15 months later there are big areas or discolouration and marks (including on the underside of the cushion and where the head rests) - and they've dismissed all of these as "stains" The fabric even has pilling on it. This is unacceptable quality for a sofa at 15 months. There are two TrustPilot review page with a 4.2/5 rating but consider the many "positive" reviews on this page. A lot of them are very similar in their language, usually come in bulk on the same day, and are mostly from people who have only left one or two reviews in total. This includes people who wrote a review 12 months ago and a few ago and a lot of people called "customer". The other page is 1star and that gives a lot of insight. I do hope people take this as caution and do not buy sofas from Dwell.”

Helpful Report

Posted 3 years ago

“I would give 0 stars if I could. My advice-read bad reviews, I should do it before I purchased the worst shoe storage for ridiculously big amount of money! I bought Space gloss shoe cupboard white (146876). They not of offer anymore(I know why now). I wanted to get it delivered before my 3 weeks holiday. After I came back I asked professional kitchen fitter to build it for me. He said straight away is Very cheaply cheaply made and I will have issues soon as the doors are too heavy for low quality hinges and uneven cut. He pointed all the faults so I contacted customer service. They DON’T HAVE WARRANTY (reply by Amber J-W) in very harsh messages. I’ve been left with broken door after 1 month of using! Stay away from this company-don’t buy from them. They don’t care about customers-I bought from them at least 10 things and they treated me in such a horrible way.”

Helpful Report

Posted 3 years ago

“Really happy with my sofas and the service. The delivery guys didnt attach the legs correctly. Dwell offered to send a sub contract repair company but they couldnt come for 5 days. My husband bought new bolts and replaced them himself. Dwell reimbursed us straight away and refunded the delivery charge. So very happy. The sofas are very comfy too.”

Helpful Report

Posted 3 years ago

“I would give zero stars if I could. Ordered a dining table and chairs 8 weeks ago and paid in full as requested by Dwell. We were told that the chairs would be 5 weeks and the table 9. Just in time for Christmas and time to decorate ready for our new furniture. I sent a message at the end of 7 weeks to ask when we would be getting the delivery. We were told ANOTHER 9 weeks. I did question why we hadn’t been contacted and told this. There was no reason. Shocking service. We have requested a full refund (we should have received interest on our hard earned cash). We would never order from this awful company again.”

Helpful Report

Posted 4 years ago

“TERRIBLE COMPANY NEVER USE IT!!! I ordered a couch that was supposed to take 1 month to arrive. It is now the second month since acquisition and the couch still hasn't arrived. Furthermore, I had scheduled for a holstering company to arrive 30 minutes after the time allocated for the delivery of my couch. The couch did not arrive on time (didn't arrive at all) so the Holstering company had to charge me and Dwell will not compensate for the rescheduling of the holstering company. WORST CUSTOMER SERVICE EVER!! Will never buy anything here again and am seriously considering returning the couch.”

Helpful Report

Posted 4 years ago

“We wanted to order a sofa to ship abroad, we had seen online that sometimes their stuff arrives damaged so we asked our sales assistant what would be the case in that situation and she said it would still be under guarantee. Lo and behold we opened up the sofa from its original packaging and it has a prominent tear on one of the arms. We contacted Dwell who said they since it is abroad it is not under guarantee and they steadfastly refused to offer any compensation for its repair. Basically trust the reviews that the stuff comes damaged, and don't expect anything from the customer service team who just repeat the fact that the terms exclude it from guarantee.”

Helpful Report

Posted 4 years ago

“Over the years I've spent a considerable amount of money on Dwell furniture, particularly their sofa's, made from leatherette. Last year I bought a 3 seater which was perfectly fine, up until a couple of months ago when the leatherette started cracking along the creases. Being just a few weeks over a year old, I contacted Dwell straight away, wherein their customer service rep informed me as I had not reported any fault within the first 30 days, then it wasn't a manufacturing fault. I contested this and as a result, was offered the services of a supposedly 'independent' assessor called HomeServe for a fee of £25. I happily paid it as I am certain a sofa should last longer than 12 months, and they attended several weeks later. The first thing they asked me on arrival was what had I cleaned the sofa with? I told them nothing since the sofa hadn't needed cleaning, had no stains, and wasn't dirty. It was used in the evenings only for a couple of hours after work as I have a much bigger sofa for lounging on. Also, being a bit of a clean freak my flat is largely a show flat, with nothing out of place, including dirt. Little did I know that this would translate as the cracks being my fault for not maintaining the plastic leatherette or nourishing it. I hadn't been aware that plastic needed nourishing in any way, like real leather, but there you go. I also wasn't aware that you needed to clean furniture that didn't need cleaning in order to stop it from deteriorating over the first 12 months. I heard nothing from Dwell in connection with their findings until a few weeks later when I chased for a response and was fed back the report. In the report, the advisor who attended stated: "I have inspected the issues and found that they are not manufacturing-related and have explained my findings in full to the customer. They do not accept my explanation". This was a complete untruth. I had asked him his opinion, which he gave, and I didn't express an opinion either way. Furthermore, not really understanding, or bothering to read the results of the report properly, the customer service rep said in her response: "As this has been deemed as an invalid claim due to the incorrect cleaning products being used, this is not something we will be able to assist with further I am afraid and we must respectfully advise you will need to seek advice elsewhere." I'm frustrated. If you buy a sofa and mistreat it then there's every chance you will cause damage. However, if you buy a sofa and you don't clean it because it doesn't actually need cleaning, one would hope it would last longer than 12 months. For this damage to be occurring after 12 months of light usage, to me, means poor quality goods that are not actually fit for purpose. Shame on Dwell for trying to brush this under the carpet, or blame me for their substandard product. Obviously, they have lost a customer and I won't be buying from them again. And, if you are in the market for a new sofa people, think twice before you spend your hard-earned cash. You really should be getting more than 12 months' use out of it, otherwise, it's just money down the drain!”

Helpful Report

Posted 4 years ago

“The WORST experience ever with Dwell. Had to take 5 days off work for one delivery, which is still missing an item, and we ordered 8 months ago! Absolute joke. Nobody is helpful at all and there has just been issue after issue with everything. First they delayed my delivery because of unexpected change in delivery companies to Wincanton, therefore voiding my original delivery date. They then decided to book in another delivery date 2 weeks after and they show up to inform us that the sofa won't fit through the door (not asking us to measure or how big our flat is prior). They then decided to take back the sofa and we reordered a smaller one, this came but didn't come with our original order which was 4 dining chairs and a foot stool (which was the original order already). I called into customer services to find out they had messed up the delivery AGAIN and the chairs and stool were out of stock and expected within 11 weeks!!!!! This was after having waited 8 months for a delivery slow. The expected stock came within 5 weeks and I was told I would be informed of the delivery, which I was not. The delivery came when I wasn't at the flat and we had to arrange another delivery time. The delivery time was arranged for Tuesday and when speaking to the delivery company on Tuesday they had no recollection of our order. I then call back Dwell to ask where our order is and they have put the wrong address. Now being informed that my deliver is scheduled for the next day, again having to take ANOTHER day off work for the chairs and foot stool. The delivery came, and only the chairs have arrived and no foot stool. I'm sick and tired of the back and forth with this company. Numerous phone calls to find our where everything is, I was assured that everything was in order and would be delivered on time. Clearly not, probably the worst company I've ever had to deal with. DO NOT EVER BUY FROM DWELL!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!”

Helpful Report

Posted 4 years ago

Dwell UK is rated 1.4 based on 34 reviews