MSE News: Dwell ceases trading Q&A: your rights

jrm1979

Definitely worth sending the chargeback letter to your bank. I was hoping rather than expecting, seeing as I paid via debit card.

Sent the letter less than two weeks ago and I've received the £120 refund in my account today. My initial purchase was 28th Jan 2013.

Happy.

dalesrider

jrm1979 wrote: »

Definitely worth sending the chargeback letter to your bank. I was hoping rather than expecting, seeing as I paid via debit card.

Sent the letter less than two weeks ago and I've received the £120 refund in my account today. My initial purchase was 28th Jan 2013.

Happy.

Don't send letters..... RING them. Ask for the disputes team.

Someone recently lost a lot of money by just sending a letter template in and then not responding to messages to contact their bank to resolve the issue. As it pushed it passed the timescale for the chargeback.

squirter99

heynads wrote: »

I am considering buying a sofa from dwell since it has now re-opened. Does any one have any advice about purchasing from such companies who have re-opened having been shut down/in administration. IS this a good idea in view of recent events? Many thanks

The new company are still not delivering on items bought from the website, but at least they are not taking money either. I ordered a sofa at the weekend and a few days ago I was told they weren't able to deliver because they had yet to put their delivery processes in place, and today I was told that they are awaiting a merchant account before they can begin trading. So although they promise delivery times on the website, they're not yet in a position to honour anything at this present moment.

heynads

very sorry to hear about the losses people have suffered, and people are right how can the company sell items that essentially belong to someone else. I think i will buy from some where else on principal. I really hope others retrieve something out of this mess.

cloud1

cloud1 wrote: »

I'm in the same boat, I ordered a corner sofa, a sideboard and a shoe cupboard MONTHS ago and Dwell told me on the phone on Friday that essentially they are a new company now and old company orders will not be honoured.

First of all that's disgusting.

Second, why are they putting out statements implying they will make sure existing orders would be honoured.

Third, they have stock of all the items, so someone else can order them!

Someone needs to raise the profile of this terrible situation, made even worse by the new owner essentially telling lies in public.

It's a bitter pill to swallow to know that if I want this furniture I'm going to have to order it twice, knowing that they are shafting loyal customers willingly without remorse.

A deeply disturbing company.

The sideboard is now not being sold on their website, I can only imagine because someone else bought the last one.

I want to swear but I don't want to get banned!

peeeeete

Two great emails today. The first is a letter from the "new" MD (not the old one that stepped away 6 months before going into administration and then came back and swiped the fully paid-for items awaiting delivery in the distribution warehouse!):

"When my co-founders and I returned to the business last week, we were shocked by the number of outstanding orders that had not been processed. The prior management team have clearly let many customers down, including you.

Having returned to the business, our goal is to try and regain your trust in Dwell. Therefore we will try our best to find a solution that works for you. Please contact us on 0845 675 9090 or visit a store and we will do whatever we can to help.

I am really sorry for how you have been treated. I hope you will bear with us whilst we rebuild the business and, as a valued customer, I hope that we can rebuild your faith as well."

Well, according to customer services at "new" Dwell the "solution that works for you" is to try and claim back through you bank and re-buy the items that you previously bought (and probably have your name on already). Fat chance I'm giving these chancers any more cash!

This was followed by another email "Don't forget, up to 50% off at our huge clearance event". I like the new tag line they put at the bottom: "see it > buy it > take it away".

It's funny how you can turn a "11 week wait because everything is made to order" system into a "we have lots of stock to buy immediately because we stole our previous customers items" system. Brilliant!

I will be going down to the store tomorrow and if they continue to treat me like dirt I'll not sure I won't be able to stop myself from shouting at someone.

Hopefully word-of-mouth will spread about this dodgy company and they will fold again before they can cause much more damage

If you want a laugh, look on their website and they have a page about "ethical sourcing"! Priceless!

peeeeete

Update: Went to the store to see what the "do whatever we can to help” means. It means that if you paid cash (I.e. you have completely lost your money and can't try to reclaim anything) then they will give you a discount when you buy your goods from them for the second time! If you paid by card, then their help consists of telling you to claim back through them. How very helpful of them!

At least I can take comfort in the fact that they aren't shifting furniture - the stock levels for my sofa are the same as last week.

Stay away from Dwell at all costs - they are crooks!