Dunster House - Customer Service is non-existent

Whittle

We have recently bought a log cabin from Dunster House. Very helpful sales team and dispatch, happy to talk over the phone. Once the cabin is delivered, it is a different story - they will only converse over e-mail - regardless of whether they have made a huge mistake on your delivery and caused you unknown inconvenience. BEWARE - Dunster House customer service is awful and they don't seem to be doing anything about it.

See thread "Dunster House Log Cabnis, nice cabin shame about the ingrained dirt" to see more stories going back to 2011. Their Director, Andrew Murphy states on their website, "Why their Customer Service Team prefer e-mail". Apparently, it gets rid of emotion and helps concentrate on the problem. It also helps to retain demoralised staff who are abused by a minority of customers over the phone, but not by e-mail.

Here's a thought Andrew, why don't you tackle the reason behind why your customers are unhappy? That way, you get happy customers AND happy staff! Yay! When a customer receives a delivery of logs that are too short to build the cabin, why don't you offer to send the correct logs asap, so the customer can get on with building the cabin? Or, if you can't do that, offer the next best thing. Help to build it quicker, when the logs are available.

Just show the customer that you actually care Andrew, and just by magic, our anger and frustration goes away. You know why? 'Cos we don't want to demoralise your customer service team or fight with them. We just want a nice log cabin built in our garden, preferably in the week's holiday that we booked off work, and at the same time as when we paid a carpenter to build it.

Anyway, I digress. I started a new thread because the Customer Service at Dunster House needs to be addressed. It is appalling. There is no problem with moving with the times and dealing with customers over e-mail or social media, but the same etiquette should apply with regards to response times and constructive support and guidance for the customer. It is so easy to hide behind an e-mail and social media, that in fact, you can actually be more "emotional". Dunster House clearly has problems with their after sales service, but to not have a customer service telephone number? So you can actually speak to someone? Seems very odd to me.

theonlywayisup

Years ago we bought a log cabin from Dunster. Their CS was bad then. Fortunately I had paid by credit card and within a few weeks I had my money back.