Dwell.com Reviews 159

I would give no stars if possible. Horrible customer service, very rude person on the phone that said can't put me to manager as he is a manager and refused to even give his name just said his name is Joe. Received broken glass table and been informed that collection and refund will take at least 10 to 14 days and we have to keep this huge box with broken glass in our leaving room as we have no other space to store it. Definitely will never buy anything from this place and will contact The Furniture & Home Improvement Ombudsman to bring this to light as this kind of customer handling is not acceptable at all.

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

Purchased sofa 18 months ago . Delivered Jan 2020 , complained about the foam cushions being damaged due to delivery . Waited over 12 months ( due to covid ) not their issue !!!! Now need to pay £650 for an upholsterer to re foam all cushions.
Yes they make the sofas look great in the show room but not at all what you receive and they do not last , j should know as 2nd sofa with same issues ....DO NOT BUY FROM DWELL

I would give 0 stars if I could. After buying a couch I was told that the delivery company would have brought the couch up to my flat (4th floor). Today I was delivered the couch and the delivery guys said they could not bring it to my floor due to COVID restrictions. I was then left with a heavy couch in the hall of my building. As I called customer service four times within one hour, I found out that the delivery guys stated the couch was not fitting the stairs because of the handrail and according to them I replied saying I would have taken care of it. The only help I could receive was for them to come and collect the couch so that it would not be in the way in the hallway.I didn’t see any other option but to give it a try and bring the couch till the 4th floor with my partner, two young girls. Needless to say I will never use this service anymore and I discourage anyone who wants to buy any furniture with them. I regret it

Terrible quality and shocking customer service, expensive items with no build quality, sent out 1 item that was in an undamaged box but inside the unit was badly damaged so no quality procedure checks carried out, dining table chipped from the underneath and as a crack the full width of the table and they sent out an “independent” advisor who spent about 2 minutes just rubbing his fingers along the edge and declared it damaged by ourselves despite on close inspection the top doesn’t align with the bottom of the table. Customer services don’t read the emails properly before reply they just send generic emails to fob you off, avoid these cowboys at all cost

Bought a "leather" two seater sofa just over 2 years ago. One of the legs broke after a few months, managed to patch it up but now I am going to throw it away as it looks terrible: misshapen, cracked, and all wobbly. Basically terrible quality, avoid !

Thank you for my lovely chair. I love it
Amazing colour so comfortable

Had a few problems with a table order but this was eventually rectified by the Customer Support :)

Joe - thanks for your work and also the rest of the Team!

Thanks

Mr Chauhan

Shocking bad quality Vienna Sofa!!
I bought a Vienna sofa back in 2018,(Invoice no. 1965982) along with matching Chair and footstool in Faux leather, I was told the warranty was 2 years and after 18 months the Chair had quite bad sagging and when I spoke to Dwell they only offered to send Homeserve to look at chair at a cost of £50 to me if they didn't agree it was a fault. I stupidly decided to replace the Chair with new Vienna as it was half price in sale and they only gave me an extra 10% off. Disgusting that they didn't honour their warranty. But then just around the 2 year mark the sofa started showing cracks in the faux leather, and now the whole seating area has cracked and lifted . It is not fit for purpose and others have had this problem as there is now a Facebook group page highlighting the shocking quality of the faux leather sofas. I also notice how Dwell have renamed the Vienna sofa 'Toledo now and don't offer the faux leather option. What I also saw just now is it says that warranty is 15 years!! Does this apply to the poor souls like me that are left with a sofa that will have to be thrown away ? I have been told by some on the Facebook group that Dwell offered a replacement or a certain percentage refund to have their products back. I would be interested to hear from Dwell if they have an interest in looking after a once loyal customer .
Mr Lashley

We ordered a sofa on the 22nd of February 2021, and have been waiting 8 weeks, as the delivery due date was for the 22nd of April 2021. On the 20th of April we received an email asking us to book in our delivery slot, which we booked in for today! Dwell then said they would get in contact with us, two days prior, to advise of the 2 hour delivery slot. We haven’t received anything. So this morning I called them, and they advised that they called me last week and told me the delivery has been cancelled due to no stock. This is completely untrue, as I have received no correspondence since booking the delivery. Also, the sofa was supposed to be handmade, so how is it out of stock??!! And they have known about our order for 8 weeks, so how has this happened !!???

We have taken days off work for this, and we have also got rid of out old sofa, so we now have no sofa!!!! We are so tempted to cancel the whole order as we don’t want to give our money to dwell!!!

Worst customer service. Would not recommend this company to anyone.

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 is another Dwell UK 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".

I do hope people take this as caution and do not buy sofas from Dwell.

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.

VERY POOR QUALITY FURNITURE
I purchased 2 different sofas over 12 months ago and they need replacing already! One of the sofas (fabric) all of the cushions have misshaped with minimum use, and the second sofa (leather) as cracked in multiple places and looks terrible!
Would not recommend!

Don't deal with this company.
Clock fell off the wall due to cheap and faulty mechanism and damaged my wall, they don't want anything to do with me even though I offered to pay for replacement part ! Disgusting company ! J seddon

Leatherette sofa lasted just one year before cracking along the seat edges. Dwell tried to say it was my fault for not having cleaned it, despite my flat being spotless. My advice to them - it's ruined because it's badly made and of poor quality. Very poor, rude after sales service as well. Now bought a new sofa, obviously from another comapny. PLEASE DON"T BUY FROM DWELL.

We finally got our chairs after weeks and weeks of hassle. 4 lots of money taken from our credit card which took ages to get back - mistake on their rubbish website. Customer services are awful and fob you off all the time. Delivery was promised in 7 days, it took 10 weeks with lots of calls and missed deliveries due to NO communication. Would never use again and would give no stars if I had an option. I wrote to the CEO on linked in and he didn't even bother to respond!

If I could give it 0 stars I would!!!! It’s a disgrace... there made me wait for almost 3 months for my mattress and then finally I get a email & phone call to confirm that I would receive my mattress in a week times so I should booked it online which I did.

Then 1 day before my delivery there call me from dwell & tell me that my mattress is not in the warehouse & that I have to wait another 5-6 weeks for my delivery!!!!

I wanted to go crazy on the guy on the phone... and I asked him that what is your company dwell gonna do to keep me happy as I was a loyal customer. Nothing was offer apart from free delivery which almost all the other company do anyway. Never again will I use dwell!!!!

Completely unscrupulous company - avoid!
After a few days of seeing a side table I liked advertised online as reduced to £149 from £179 (I screenshot the offer), I placed an order for a couple. However at the point of checkout I was charged the full price. I contacted Dwell customer services live chat to be told by Elle:
‘The price of this is £179. It wouldn’t be £149.’
What a joke! Report (with photo of misleading offer) sent to the Advertising Standards Agency.

I ordered my sofa and I was expecting delivery within 8 weeks. I am waiting for my sofa 13 weeks now and they still don't know when it will come back in stock!!
Horrible!!

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!