Dwell.com Reviews 159

Awful experience buying from them, customer service and its sofas.

I wish I could give no stars. The delivery service is an absolute joke. 3 attempts with excuses including traffic, calling and trying not to deliver and the final straw where parts of the delivery were missing. 18 hours wasted, time of work and still no furniture.Dwell should be ashamed of their poor customer service - no apologies and just “it’s up to you to cancel”. Will never shop here again! They say on their webpage that someone will call with delivery times etc. All a lie. Keep away!

Fantastic! Great range of quality products with knowledgeable, friendly staff. Special thanks to Chris and Charlotte at the Bolton store for their absolutely brilliant service. Highly recommended

Incredibly poor quality goods and customer service. Sales people follow around the shop like a hawk and after they have your contact details they won't stop hounding you (until they have your money, then they have no interest in speaking to you!).

We spent almost £2,000 on a sofa which has numerous issues after just 2 months. Informed Dwell who refused to do anything about it and when we said how disappointed we were they stopped responding to us.

Avoid at all costs.

This is the first and last time we will shop here. Customer service are shocking and don’t care the store can’t help as it’s a customer service issue apparently. We ordered a bed that was over a £1000 and parts are rusty every time we are trying to resolve this we get cut off. We are also owed a refund of nearly £600 and they don’t care. Do not touch this conning company

Westfield Stratford Team were fantastic. Ordered a large amount furniture, was treated like Royalty. Very friendly helpful staff, attentive and offered lots of solutions to issues. Patrick, kasia, Ania and Regina couldn’t have been more helpful. Even when problems arose, they dealt with the issues in a very professional and courteous way. Top marks throughout.

I ordered a dwell notch double bed to be delivered on a weekend (paid a premium of £49.00 for the privilege). After delivery i noticed vital fittings missing. Contacted them straight away and asked for them to be sent out within 24 hours, as bed required for use on wednesday. (Have guests arriving). this was refused even though there error. Instead they promised that they would send by courier and I would receive on Tuesday at the latest. This would have left me a short time after long day at work to finish building the bed but had no choice to accept. Nevertheless this did not happen . Contacted Dwell to find the Customer service agent had lied to me and had sent them by standard royal mail. Finally arrived today with the incorrect postcode and they have also sent the wrong parts so i am still without a use-able bed with Guests arriving. I contacted Dwell again and have asked for them to be sent by courier today due to the circumstances as not only their 3rd error but 3rd opportunity to rectify and still haven't. They refused and advised not prepared to do this. I asked to speak with a manager and this was also refused, although i will apparently get a call back from a manager called Amy. Asked about a collection and cancelling order , but their customer service agent Charlotte advised they cannot collect either. Am i not within my rights to cancel the order? . I have paid for and had an agreement with Dwell to provide and deliver a bed, but have been left with bed parts instead and Dwell do not care. For a company that should be customer centric, they Couldn't care less . I will be taking this lot further .

Very pleased with Callum at the Warrington store, did a great job in making sure we are kept informed of where our order was up to and very professional and polite manner. A real credit to the business!

My £1500 sofa mattress COLLAPSED after 2 years, my ikea sofa bought the same time is still immaculate. Company saying it’s “wear and tear”. How would I possibly have done that myself? Am I too fat??? (55kg, partner 80kg)I think primark products are better quality. NEVER BUY

Delivery never happened but logged as such and various calls to say drivers on way. Second time dodgy chair with legs not screwing in or otherwise faulty and other item scratched. Mud all over carpet. So two days waiting in and now third for collection and simply told no goods available as out of stock. Wonder how they are still in business. Make sure you pay on a credit card.

Bought the lovely copper 'blocks' mirror for the dining room, kept unopened in the lounge for a while whilst the decorating was done, opened the box to find a chip out of one of the middle facets of glass, clearly caused when the mirror was manufactured. Called customer services explaining the issue, was told there's nothing they can do because we should have unpacked a 30kg mirror and inspected it when we got it. In spite of the damage clearly being there from when it was made.

Really disappointed with the service from Dwell. We ordered a "5 lamp molecule light" which was delivered and all seemed well.
Unfortunately, the light when put up does not balance. There are 3 lights on one side and 2 on the other.
I wrote to Dwell to ask for their help and they advised that it was our installation of the light and not their product.
We installed the light the way we were advised to do. Dwell would not accept that the light might be in any way faulty.
Overall, the light is beautiful, but is not straight and needs a weight on one side to make it hang correctly.
The customer service was disappointing. I won't be ordering furniture from them again.

If I could upload a picture on here I would. Just to show the shambolic state our TV unit was delivered in this morning. I cannot say it was the delivery drivers fault even, it wasn't as the unit was fully packaged in undamaged cardboard. When we opened the cardboard the white gloss unit was quite visibly, very badly damaged in 3 places. Shocking, I don't know who does their quality control but whoever does they need swiftly sacking. Dwell are taking steps to rectify this and I will further review when I am completely satisfied, but in all honesty the expensive unit was in an absolutely appalling state. Shocking service. Shocking. Proceed with purchasing with caution. Sales good but not followed up with quality of product. Disgusting. Bitterly disappointed.

Can I just give a 5star review to the 2 delivery guys - Andy Dyson and Tony McDermott who delivered a dining table today in Sheffield. A little blip (which could have resulted in my returning the goods immediately) with regards to advise held back by the sales people in store but the delivery guys went out of their way to find a solution - very calm, polite and professional. Well done and thanks.

Paid for a dining table which was out of stock and expected in two weeks time. Called dwell after that time to confirm a delivery date and I’ve heard that the table is out of stock and expected in two weeks time. Could not believe that, it means I will have to wait at least another 2 weeks plus up to 10 working days for a delivery. Customer service not helpful and did not give any sensible answer or dates. I’m wondering now if I will get my table before Christmas:(

Unfortunate that I even have to give them one star. Purchased a headboard from this company and it arrived full of bed bugs and eggs. Right out of the box. Disgusting is in an understatement. I guess you get what you pay for and China must have a serious bug problem. Gross gross gross.

Terrible quality and an upsetting experience! If I could give no stars I would! We ordered a complete bedroom set from dwell and they cancelled our delivery which was quite expensive. When we made our furniture, the wardrobe quality wasn’t the best and the middle/bottom end of the bed snapped. Customer service wasn’t the most helpful and when they finally sent a replacement of the base of the bed (sending it by parcel force so we had to pay an extra £15) it came all scratched and broken! Completely disgusted with the service and quality of these products. I would never recommend anyone to buy from this company after such an awful experience!!

Poor quality extending table we got .
We bought our extending dining table just 4 months back . And all of sudden in between it got jam and you can’t extend it any more . Screws doesn’t go in each other.

And as it’s in 2 years guarantee period ,I mailed customer service to fix the issue or replace.

They said they will send replacement but it’s out of stock you will need to wait for one month .
When Asked will you assemble as it’s not our fault as we already paid 70£ to handyman to fix old one .
They said they can’t .
Why a customer should pay coz of your fault ?
After spending 500£ for this item and many more items from your shop , should we receive this type of quality and then pay for your mistakes ?
Would never recommend you guys .
Such poor quality and customer service .

What an upsetting experience! Having purchased an expensive bed for my daughter it arrived in wet through packaging and polystyrene which all fell apart, filthy mattress covers and damaged parts (photos were supplied to Dwell of these). Whilst my daughter was camping on the floor, I had multiple issues with Dwell where they could not get the replacement parts to me on the day promised, they did not call me back either when promised - the 'customer care' guy actually said he didn't have anything to tell me so how has it inconvenience me by not calling me back (think this guy needs a new profession!). Then when I cancelled the order said they could not pick up for another 9 days - reduced to 5 when I complained - again.
This was supposed to be a big treat for my daughter and DWELL head office did not care one bit. The sales guys in store were really disappointed for us and were really nice but had no influence with Head Office. The Customer Care team at Head Office had no connection with the warehouse, did not chase departments to find out if what they have promised is actually happening, they wait for updates and tell you that you are in a queue of people - lucky me. I would say this place might be fine for a couple of chairs but do not bank on them being able to supply essential items or you will be sorely inconvenienced. Wish I had not bothered and saved myself the hassle and time spent either on the phone chasing or waiting in for delivery guys. I have seen the reviews on here and they seem to have someone replying to these pretty quick .. it is a shame they do not care so much in reality.

Amazing service, thank you.

Good product at a good price. Delivery as expected without any issues.

Thanks