Dunster House WARNING - READ BEFORE YOU PURCHASE ANYTHING

lmw2806

Before you order, PLEASE read my review.

I just want to share my experience with Dunster House and hope it’ll help people choose their cabins with as much information as possible.

I was so impressed at first with the sales process, the sales rep was so helpful and answered any question I had. And it all went downhill from there - they are all about the sales, as soon as they've got your money they do not care about anything else.
For starters, the way they market themselves as a DIY cabin is a massive stretch. It arrived in about 1000 pieces, even the glass that goes into the uPVC doors or windows were separate. I’m pretty good at DIY and I’d have no idea where to start. So I paid professionals to assemble it last weekend, only for them to discover an hour in that the bearers were missing (the wood lengths that the cabin actually sits on). Couldn’t get very far without those!
Obviously I still had to pay the tradesmen for their time even though they couldn’t do anything.
Dunster House customer service have been the worst I have ever dealt with in all my life. I called and they told me to email customer services and hung up on me (their customer service team do not have a phone line so everything has to go through email - a nightmare). I informed them the bearers were missing and they told me I was wrong and to check again. They accused me of lying. They refused to send replacements. I contacted a local timber yard to see how much they’d be - £5 a length... So not particular bank-breaking, I don’t know why they’ve caused such a fuss.
They also won’t reimburse me for the wasted money I spent on the tradesmen even though it’s due to their mistake.
So I’m hundreds of pounds out of pocket and they refuse to hold any accountability.
I’ve saved up for a long time to finally have my own salon at home and I was (and still am) SO excited, but they’ve really tainted what I thought was going to be a really fun and exciting process.

Morsesuzanne

Over a year passed and I relate to your comment, they clearly haven't changed.
I have just experience something similar.
I have never dealt with such an appalling company 

MarhasOptions

I wish I’d seen this before we ordered ours. The worst company I’ve ever had the misfortune to deal with. Avoid them at all costs. They’re fine taking your money but afterwards you’re on your own. Customers services are appalling.

prowla

Interesting posts; I have to say that my experience with Dunster House this year was quite the opposite.

I purchased two lean-to pergolas and it was delivered on-time; I had it delivered before the installer was due to start, so I checked the parts before starting, both in conversation with the delivery chaps and again after.

During the build we ran out of flat boards; I called them and they sent out replacements, plus some screws within a couple of days.

I was surprised to read the negatives, but I guess peoples experiences can differ.