Dunster House Log Cabnis, nice cabin shame about the ingrained dirt

JooFox

Well, we stalled on our building after not being able to find anything else anywhere near the price of Dunster House. Real shame as the shape and size of a fairly unique cabin we wanted was actually exactly what they had as a standard cabin.
I've held off long enough though and the bad reviews keep coming. I'm off of to find a more expensive but quality alternative!

I am not a troll, I did visit Dunster House once though. I would concur that they were more keen on us sitting down to make an agreement than talk abount anything else. There was no sign of "the family" side of the business. Just sales people.

brackenber

This is an out and out sales company. We bought a climbing frame and got many sales calls after our initial enquiry, pushy and really wanting the seal the deal. We got no help and after care when they delivered the wrong parts, no admission that they were wrong, it was our fault that we did not check the delivery! We did but as we had no knowledge of the product how were we supposed to check that all the parts were there. Having brought this to there attention by email as the after care team will not speak to clients(what does that say about their products), it took nearly two weeks from agreement for them to send the replacement parts. This was despite telling them that in 6 days time we had a major event and needed the climbing frame. I even offered to send in my own carrier the next day to pick up the stock items at my cost but no it had to be delivered by their in house transport 8 days later. Do not expect any help from the delivery person as he distanced himself from the whole delivery and only checked numbers on packets to those on his delivery note. He would not confirm that all parts were delivered correctly.
As for a family business the family are not concerned about the company they run. Despite contacting principles and managers on Linkedin they would not respond. They would not take my calls and hid behind there staff in a very cowardly manner.
I can not recommend this company as the risks are too high if things go wrong.

lidlest

i am glad we didn't go with Dunster House, went with a local company who did our decking and fencing 7 years ago (has held up nicely). Costing us £7,300 for fully insulated 14sq metres with small decking area and electrics to our specification.

we will see how it holds up

Jenny_JJ

I feel I have to share this with you. I ordered a Summer House from Dunster House in Bedford, they are supposed to be the premium suppliers of log cabins, summer houses etc. Spoke with their sales team to ensure that I was ordering the right summer house for me. Stipulated that the shipment would have to come through my neighbours garden as I had no side or through area to my garden.
Dunster agreed that this was something that occurred with deliveries as no one has the perfect home for receiving shipments, which gave me the reassurance.
Shipment arrived last week 10th August. I left work early to take in the shipment. On arrival at my home Dunster delivery drivers were hostile. Told Dunster if it cannot be delivered just give me my money. They did not want to bring the delivery through and purposely banged the shipment when bringing through the garden so much so that they damaged my neighbours property.
There response – ‘well you wanted the items didn’t you’. Drivers were not interested.
I cant believe I have paid £4K for a summer house which is on my lawn, damaged and Dunster not interested. Dunster House leave a lot to be desired to meet any form of customer service. Had I known this is the way that I would be treated by Dunster House, I would never have ordered the summer house and taken my business elsewhere.
Not a company to deal with – take your service elsewhere as Dunster House, don’t give a dam, they are only interested in money and not providing customer service!
Martin, can Dunster be exposed - never experienced this before, absolutely shocking!!!

[Deleted User]

Jenny_JJ wrote: »

Martin, can Dunster be exposed

Martin Lewis sold this site some years ago and no longer takes an active role here.

tweaclepudding

Well Mr Rickard - It is now 2016 and I am waiting for your customer service team to email me an instruction booklet - I emailed them Thursday and it is now Sat PM and I've had no reply. Your customer service is actually closed (and not open on Saturdays as you say) and I have wasted a whole weekend.
Get real and have a customer service phone number - or are you scared it might overheat?

tweaclepudding

It is now 7 days since Dunster house failed to deliver my instruction booklet (after loosing it during delivery) and despite numerous emails to customer service and phone calls, they still haven't emailed me a copy or replied to any of my correspondence.

I guess I'm going to have to try and put it up without the instructions...........

If you are thinking of buying from these cowboys, don't. Once they have your money - they don't give a damn.

lincroft1710

Does nobody answer the 01234 272445 number

Nisbetfolk

I echo what other users on this forum experienced with the Dunster House Customer Service Department. Basically - there is no customer service..... Happy to provide proof and photographs for anyone who may want further details.

rguitars

I notice Dunster house have stopped featuring Trust Pilot on their site - no doubt due to the volume of 1 star reviews relating to their customer service. Well I am adding one. Their website is a sham only showing 5 star reviews - my review is not showing on their site.

The practices of the company are utterly appauling and should be featured on Watchdog.

The side issue (!!) is they took a total of £13,000 out of my account whilst trying to process £4500. 3 failed payments but all 3 came out of my account. Their handling of this was disgraceful.

Due to their credit card machine processing issues, they delayed the delivery our log cabin and I had to pay a builder, builders rates for 1 WEEK or I would lose the builder. Again, Dunster house could not have cared less about the issue.

We spent the best part of 2 years saving and investigating who to buy from. Dunster house reviews demonstrated the quality of the product so it seemed natural to go with them.

Our log cabin is part storage/part recreational (6.5m x 4.5) and therefore we were considering only having 2 windows. We were told that we would have to pay about £250 MORE to not have windows. I found this surprising but the explanation made sense. Their products are pre made and so we would need an additional "pack" of wood to cover the areas where the windows would be.

I was unsure how this would look when complete so we discussed the pros and cons of the windows at length.

We were told very very clearly not to worry. They could supply the pack of wood and if we decided to use all the windows we could return the pack and have it refunded - as long as it was not used. I discussed this with my wife but the company seemed honest so we didn't question it.

Once we agreed and signed the terms and conditions, Dunster house tried to take payment 3 times. A result of which was the £13,000 taken from our account which caused us huge inconveniences (naturally) along with a lot of worry. Dunster house would not deliver the cabin as their bank had not released any of the £13,000 to their account. When the payments were finally put back in to our account and the payment was made again Dunster house told us the delivery could not be made because they were fully booked!!!! As a result we had to pay a builder one weeks work without any work done on the log cabin - or he would have to move on to the next job.

We have now completed the build of the cabin - we called Dunster house to ask them to collect the wood pack that was unused. I have received one liner emails stating we cannot cancel any part of the order because we are beyond the cancelation date? I explained it was not a cancelation and it was part of an agreement.

Dunster house have kindly forwarded me their terms and conditions and highlighted the following terms - 2 lines which CLEARLY are put in - in order to allow their sales team to say whatever it takes to make a sale - yet not having to honor a WORD of it. ....

16.12 In the event of conflict between these Terms and Conditions and any statement made by a representative of the Company, these Terms and Conditions shall take precedent.
16.13 These Terms and Conditions can only be amended in writing by a Director of Dunster House Ltd.

This is fraud. Dunster house are making offers and promises in order to make sales and to passify their customers whilst in the knowledge that they do not have to honor anything.

I should be taking Dunster house to Court for...

Stress caused by the removal of £13000 from our account without any form of apology or consideration for our welfare

1 weeks wages for a builder who through no fault of ours had to be paid because Dunster house refused to deliver the log cabin even though they knew we had £13000 taken from our account

£250 of wood promised that we could return if not required.

In summary - great product, let down by incredibly poor customer service, fraudulent sales tactics and a total lack of care within the general management.

We have 3 friends, all of whom LOVE the end result who are now doing the same - and none of them will be using Dunster house. So what have you gained guys? Literally nothing. Lost business and a terrible review for the public to see.

FINALLY.... I have run a business for 22 years and my own testimonials can be found on my site (rguitars.co.uk) . I am a genuine buyer and am not a serial complainer. This was a genuine travesty of an experience, all of which could have been avoided with the most basic of care and concern for the customers needs.