e Up

4.2 / 5

e Up

4.2 Great
The main metric, showing how trustworthy is the business. Calculated using proprietary rating algorithm based on the AI, analyzing 25 different parameters.

4.2 / 5

Trust Score

3

Reviews

5

Social

5

Featured

5

Technical

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Reviews Analysis

12

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NON VALIDATED REVIEWS

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4.9 4.9

Trust score (4.9/5)

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Trust score (4.9/5)

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Trust score (4.9/5)

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Trust score (4.8/5)

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Trust score (4.8/5)

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Based on 28176 reviews

Smart.Reviews

4.2

12 reviews

Knoji

2.8

3 reviews

Reviews io

1.38

32 reviews

Sitejabber

3.4

5 reviews

Trustpilot

3.9

28124 reviews

Dwell.co.uk Review

dwell.co.uk

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Last update: Mon, Sep 6, 2021 1:38 PM

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Dwell.co.uk Reviews & Complaints (12)

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delivery 1 /5

quality 1 /5

refund 1 /5

customer service 1 /5

Absolutely shocking, save your money. Ordered a £350 coffee table to receive a shoddy piece of furniture from them. Absolutely awful, wouldn't have paid £50 for it. Contacted them to return and the earliest collection date they could organise was in 20 days! Collection date arrived, I was out so left the parcel out front for the driver. When I returned home the parcel was still there. Checked video footage and the driver had got out of his van, scanned the item and then left without collecting the item. No phone call from the driver, no refund and I still have a great big parcel and am out of pocket £350. Husband called Dwell today to find out what had happened, they apologized and said they could collect until after Christmas. This is simply not good enough, we could have couriered the item back to them 20 days ago and have our money back in time for Christmas. Thanks for nothing Dwell and Richard in customer service who wasn't prepared to go any extra distance to sort this.
1

3 years ago

review by T. R.

#refund(1/5) #customer service(1/5)

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!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
1

3 years ago

review by O. J.

#delivery(1/5) #customer service(1/5)

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 £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.
1

3 years ago

review by Marie

#customer service(1/5)

My Sofa is meant to arrived in less the 48 hours, I received a text this morning with my time slot. HOWEVER, I just received a phone call to say my sofa is now out of stock and will be another 5 weeks??? The only good will offered was they will refund the delivery charge once the sofa has been delivered. I have already had my old sofa collected, taken the day off work to be in for the delivery after waiting weeks as it is. It is a disgrace that they have waitined until now to inform me and insulting to only offer such a small gesture of goodwill. Customer service is shocking. I will never use Dwell again.
1

3 years ago

review by Jodie

#delivery(1/5) #refund(1/5) #customer service(1/5)

Some of the poorest customer service I have ever experienced. Once they have taken your money they do not care. Prior to my purchase that could not have been friendlier. The day of delivery I got a call saying their vehicle had broken down and that they will call me back that day or the next to arrange another delivery. I heard nothing. I had to send emails and call them myself, daily, for 3 consecutive days. Finally got to arrange the delivery and the earliest they could do was a whole week later than originally planned. The following week delivery day comes and they call me to tell that due to 'government restrictions' they have closed all of their factories and are no longer distributing until the restrictions are lifted. I work for a manufacturer and we are still open and delivering, so whats the issue? Bottom line is, they work hard to be friendly during your purchase. But once they have your money - THEY DO NOT CARE. Basically, they have taken my £600 but I have no goods to show for it and won't do for several more weeks.
1

3 years ago

review by I. C.

#delivery(1/5) #customer service(1/5)

Placed an order. The payment went fine from my account to them. 2 days before delivery they cancel my order because... reasons. The call centre is useless, no-one willing to help you. Rubbish company. Stay away. Time wasters.
1

3 years ago

review by J. Q.

#delivery(1/5)

No even worth one star. Advised by phone and email my delivery was confirmed for 18 December. They didn’t deliver. After several attempts from me to secure a date, they promised send me a loan sofa. It was too big and couldn’t up the stairs 4 January. I was promised delivery 10 February which was confirmed On Thursday 6 February and via email 7 February, to find out today when I called at lunch, it’s not available for delivery until 24 February!! Custer service is poor and the only reason I paid in full with dwell was that I’d get it before Christmas- very disappointing.
1

3 years ago

review by Paris

#delivery(1/5)

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.
1

3 years ago

review by Ben

#customer service(1/5)

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!
1

3 years ago

review by Andrew

#quality(1/5) #customer service(1/5)

I purchased the Verona chaise last November. I live alone and rarely use this sofa . I have noticed that it is changing colour its looks like it is fading in various places. It looks appalling and I am now in the process of making a complaint. It is disgusting how this material fades.
1

3 years ago

review by Jane collis

If you are thinking of purchasing from Dwell, I hope you can wait months. We ordered a table pre-lockdown and understably but annoyingly was delayed. However, we were told 2 weeks ago that deliveries will commence on 12th May. I now received a phone call saying the EARLIEST possible delivery date is going to be 1st July! They have had my money since the beginning of March. So unless you can wait 4 months for your goods I suggest you shop elsewhere. Seeing that most DIY stores are now open, Dwell appear to be struggling extremely badly with logistics and fulfilling past orders.
1

3 years ago

review by Darren

#delivery(1/5)

We found that this business has an active Facebook page with 29814 followers. From our experience this can indicate that the business is trustworthy and popular among people. We have discovered that this business has SSL (secure sockets layer), which means that this business handles your data, such as personal information or credit card details, with secure connection. We found that the domain for this business is older than two years which could be an indication that this is a trustworthy business with an established customer base and experience in their field. We found that this business has an Instagram page, where they communicate with their customers using images and videos. This is usually an indication that the business has some visual aspects that it wants to showcase.
5

by Smart.Reviews

Dwell.co.uk Review

dwell.co.uk

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