Dwell

Read 100 Reviews of Dwell to check if it is legit.

Website & Phone:
 http://dwell.com

Geoffrey
2 months ago

Look at trustpilot before you deal with a company. i ordered a table and six chairs on the 23rd november. All items in stock when i ordered. Didn't get any email confirmation just had page open on ipad. I rang up today 10th December and spoke to delivery department who didn't have me on their system. They passed me to customer care who informed me it would be a 10 week wait yet they've withdrawn the money in full. You have been suitably advised!

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Lisa
3 months ago

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!

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Suzanne
3 months ago

If I could give it 0 stars I would!!!! It鈥檚 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!!!!

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Parker
3 months ago

If I could give zero stars, I absolutely would. AVOID THE TRYKA COFFEE TABLE, DESIGN FLAW. So firstly I am a loyal Dwell customer, having spent thousands with them over the years, on cabinets, dining room tables, sideboards, mirrors, lights, vases, pictures…. you get the idea, I like Dwell. However after the latest shenanigans, I will NEVER buy from them again. I made the mistake of thinking I was a valued customer, and instead I feel like I've had two fingers stuck up at me. I brought a TRYKA coffee table, all I can say is AVOID purchasing this item. At 拢700 it is not cheap, and due to the canterleavered design, over the past 24 months, the glass table has buckled and sagged under it's own weight, so that the glass leaves are resting on each other. The whole thing is so precarious, it is unusable. Now having spent so much money on this item, I deludedly expected more than 2 years use from it. I called Dwell and spoke to a lovely lady who asked me to send photos. Unfortunately I can't upload them here, but the problem was clearly visible. So I emailed my photos and got a response back from the far from delightful 'Amber JB' telling me that because the item is older than 30 days and the fault not reported within that timeframe, nothing could be done- there was no attempt to send out a technician or attempt to resolve my issue. Infact she told me to get 'advice' elsewhere. When I responded that this is clearly a design fault that has developed, this was denied. I was dismissed, and unfortunately I have read many similar reviews. Dwell is expensive, one expects more than 2 years use out of a product. When asking for an official complaints procedure, I was told there wasn't one, and Amber JB told me to send a complaint to the [email protected] email- well that's going to be a biased process! When asking for a letter of deadlock so I can take it to the ombudsman I was also denied. I am taking this matter further, however, I have never felt so undervalued as a repeat customer in all my life. Moving forward I will be purchasing elsewhere.

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Ivy
3 months ago

Completely unscrupulous company – avoid!
After a few days of seeing a side table I liked advertised online as reduced to 拢149 from 拢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:
鈥楾he price of this is 拢179. It wouldn鈥檛 be 拢149.鈥?
What a joke! Report (with photo of misleading offer) sent to the Advertising Standards Agency.

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Brian
4 months ago

Glass from pendant lamp fell from ceiling smashing onto floor beside playing children. Customer services fobbed me off: 鈥淣o one else has complained and we don鈥檛 sell that product any more鈥?
I鈥檝e contacted the CEO and will be in touch with trading standards.
If anyone else has similar issue should do the same!!!

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Jackie
4 months 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 拢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!

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Tyson
4 months ago

Terrible experience with this company.
We ordered two 3 seater Paris leather sofas in March 2020. We were told that the furniture would arrive at some time in June, were even given a date. When the week arrived, I called the company two days before when the delivery was booked for, to double check. And surprise surprise, the delivering company said that they don't have such a furniture booked for delivery in the storage. Calling dwell to understand what's going on, all I get is "oh we are sorry, we have changed our contractor and started working with a new delivery company in the meantime, therefore we had to push back your order for another for another 2-3 months". And they don't even have the courtesy to inform the customers themselves; I only learned this because I called them. Of course I asked for a refund immediately. The local store manager called and promised they would do their best for furniture to be made ready as soon as possible and asked me to keep the order. Having liked the furniture, I accepted, which was my second mistake. This time the delivery company managed to bring the furniture in August as promised, but they could not fit it inside the building through the door. I asked them to leave it on the garage and I would carry it myself. And I did manage to pass it through the building into my apartment with a friend. So basically I managed to do the work the delivery company couldn't. And finally, I had my last shock when I was setting up the furniture. One of the sofas that they sent is FAULTY!! The leg (which come separately) doesn't fit to the holes opened for it to fit under the sofa because they did not manage to drill the holes in the right place (the distance between the holes is too short for the leg). I would put the picture here if I could.
So basically, after waiting for 6 months for the furniture, paying about 1k for the sofa, carrying it into my apartment myself, I ended up with furniture that is not even made properly.
My advice to all folks, stay away from dwell.

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Martina
5 months ago

We just had the worst experience with Dwell delivery! We bought a sofa bed and they say we would get it 2 months later … ok fine … the day of delivery, the guys said that the sofa is too big so they take it back ( they didn鈥檛 even try !!!). They told us to buy another one !

We were so shocked about this decision, they didn鈥檛 warn us nicely, they just left with our sofa !!

WE WILL NEVER BUY ANYTHING FROM THEM ANYMORE ! FIRST TIME LAST TIME !

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Ted
5 months ago

I have been a big admirer of Dwell鈥檚 furnitures and have been their customer for the last 5 years or so. I had bought Three sofas, a sideboard, a centre table, tv cabinet, display cabinet etc from them over they years but never have faced such terrible experiences like I have had recently. I bought a pendant light which was defective, they sent to replace it but the delivery company forgot to bring the replacement. Then they delivered it again but this time again it was defective and one of the glass baubles was broken. So they replaced it for the third time now and I am not daring to open it yet (god knows what might go wrong this time) anyway, yesterday I received a dining table and 8 chairs from them which were first being delivered to my billing address instead of my shipping address! Anyway, the delivery people were kind enough to take them to the right address which was not too far away. Once they arrived, they had brought in doubles of each order (16 chairs and 2 dining tables) so we had to return one of each. Today when we went to fix the table it turns out to be the wrong colour! I ordered the white one but they sent me the grey one instead. I am absolutely shattered by their abysmal service. How on earth can so much go wrong with one single person鈥檚 orders? And the amount of money I have been paying out each time I am calling an electrician? Can鈥檛 believe the oblivion of the company on this matter. Are they that much inconsiderate of their customers? I do admit that they have gladly arranged several deliveries and swaps but what about the inconvenience it is causing us as a family? There has been no apologies or compensations in any way. This is so inconsiderate and unprofessional of them. Wish I could cancel all my orders with them and never again buy from them.

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Johnnie
5 months ago

My leather sofa is just over 2 years old. Looked nice originally but the leather surface colour has rubbed off in places. Last sofa lasted 12 years with the same wear. Can't advise buying a sofa from here. Avoid.

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Freddy
5 months ago

Take your money
Dont deliver
Dont issue a refund
FRAUD BASICALLY

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Clara
6 months ago

The customer service is appalling. Called the help line to find out the full measurements of the chest of drawers ( which normally should be a part of the product's description in the first place), anyway, the customer service team didn't have those measurements so they tried to switch me to one of the shops so somebody can actually go and measure it for me. After 20 min of waiting for someone pick up I gave up and hang up. So I used the live chat instead and after another 20 min I finally received the measurements. However, they were totally different from those DWELL declared on the website. The real shock came when I received a report that I was charged for that call 拢6….. Really????? I'm definitely reporting it to the Trade Standard Officers as there is zero info that these calls are charged, and there is no mentioning of the changes when you call their number 0345 675 9090.

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Celeste
6 months ago

Shocking quality sofas.

They look great in store but are impractical and sag after minimal use. Similar to a review below, we spent 拢1400 in store for a corner sofa (Verona) which is now pretty much rendered useless after less than 6 months of use.

The quality of the materials is of extremely poor quality and the 2 year guarantee is not honoured as this is seen as "normal" use. I was specifically given an example that a bed also sags in the same way after 6 months and this is completely normal. Excuse me? I was speechless.

Let's just say a sofa we bought from Ikea 10 years ago still has more support than this one!

To be honest, this is worse than a scam as these sofas give you the illusion you're in safe hands with a well known company.

Avoid.

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Shelley
7 months ago

Appalling Customer Service. They don't care. Wish I had reviewed this before buying.

Now I am worried about the quality of the goods.

I've been left with no sofa for 5 weeks???? 18 hours before delivery they called to say its not in stock and wont be for 5 weeks.

But its ok we will refund the 拢50 delivery charge.

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Sadie
7 months ago

All of the reviews here are spot on!! This company doesn鈥檛 even deserve 1 star. Despicable company!! As everyone else has stated on here they do not take any responsibility for faulty or poor quality items. I have just spent 拢1,400 on a corner sofa and the cushions are already flat and misshapen, material
has faded and bobbled, list goes on! The sofa looks dreadful!! Dwell advertise a 2 year guarantee on sofas but once I complained they had no interest and said the flattening was a preferred seating area??Customer Service employees are rude and unhelpful, they just try and fob you off with excuses. Dwell charge a fortune for cheap and bad quality furniture!! Wish I had never bought the sofa!!! Buy from a more reputable company if you want quality furniture that lasts!! STAY AWAY!!!!

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Ashely
7 months ago

Poor Customer Service and Delivery Timelines

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Colin
7 months ago

Ordered two side tables for kitchen to match my marble dining table. Ordered in Dec 2019 at farnborough store.
Delivery date came and they had sent one white marble side table and not the two grey ones I had ordered.
The manager at farnborough had cancelled my order. Who knows why? No apology
I am now in almost July and have a mismatched white marble one and missing the grey one. They are now coming at the end of July. The whole company is a joke. I would not use them again.

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Kari
8 months ago

In 2019 I spent 拢150 on a light fitting for my kitchen. This hangs down over my kitchen table. It consists of three different hanging pendant lights in a white colour.

In March this year the paint on one of the lights started to peel away. Beneath the paint is a gold colour so it looks ridiculous. I reported this to Dwell who were quite frankly the most unhelpful company I could ever wish to correspond with. They stated that there was nothing that they could do and that the exterior of the light flaking away was not a manufacturers defect. Quite frankly, if it isn鈥檛 a manufacturing defect what else could it be?! Has the paint just started to peel away on its own volition?

I raised the again with them this month as the light is getting worse. You can see oval shapes are over it where the paint is going to
Peel away even more. Their reply to me today was that as the light still works there is nothing that can be done! My issue isn鈥檛 with the light working, it鈥檚 with the exterior of it peeling away!

拢150 for a light fitting is not cheap and I expected that this would last more than 12 months. The light looks such a mess that I will have to replace it but safe to say Dwell will not be receiving another penny from me.

I warn anyone buying from this company to be wary as once they have your money they will not care.

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Nelson
8 months ago

What they don鈥檛 tell you before you part with your money….the website states that they endeavour to delivery stock items within a week…you part with your money on this basis…then the fun starts…you are contacted by email to book a delivery…currently this can vary between 4 to 6 weeks…then all the excuses begin…new contract with wincanton…large back log etc…so why does the website still say one week??…if I was told 4/6 weeks lead time at the start I would have gone elsewhere….simple…that鈥檚 why they don鈥檛 tell you…customer service never once returned a call…had to constantly ring them…the products finally arrive…with the prices paid you don鈥檛 expect flat pack…I would have gone to ikea…the instructions state a 2 person job by professional diy….well I am no professional so what. Do I do?….once you start there is no going back…total hassle from start to finish…simply just go elsewhere….

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Jackson
8 months ago

Awaiting for a missing piece since February. Instead of just sending us the piece we have been told we'll get the whole bed delivered again and then pick up the old one. Which implies disassembling the bed to re-assemble it again – it's ridiculous!

Oh and yes, the earlier they can do is July. It's been great sleeping with a mattress on the floor for four months. And of course no compensation … why would they right?

If you can, think twice about buying anything from them if you want to avoid disappointment.

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Dayna
8 months ago

Awaiting a refund since February. Every time I ring they say there is a problem with IT department. Absolute joke. Imagine a big firm trying to steal a big 40 pound from you

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Jana
8 months ago

DO NOT BUY!

Ordered over 拢3000 worth of furniture. Delivery dates all set, then with no communication delivery dates changed to a month later. My children won't be sleeping on floors!

No respect for the customer.

A JOKE!

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Kathleen
8 months ago

Have owned a table and chairs for 8 months, After the first table was delivered damaged and in a soaking wet box the replacement table has Veneer peeling off and The same is happening to the chair legs, so disappointed, Customer service said I should have reported it within the first 3 weeks. Well they were ok in the first 3 weeks!!! And I would have expected that for a 拢600 table the veneer would remain in place for a lot longer.
Terrible quality, do not waste your money

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Sophia
10 months ago

We purchased a faux leather corner sofa from Dwell two years ago. It is already coming apart at the seams and has various sites of peeling and wear and I can honestly say it is not excessively used in any way.
We will definitely never purchase anything from Dwell again.

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