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  • FIRST POST
    • MSE Guy
    • By MSE Guy 20th Jun 13, 1:43 PM
    • 1,628Posts
    • 1,255Thanks
    MSE Guy
    MSE News: Dwell ceases trading Q&A: your rights
    • #1
    • 20th Jun 13, 1:43 PM
    MSE News: Dwell ceases trading Q&A: your rights 20th Jun 13 at 1:43 PM
    "Furniture chain Dwell has today ceased trading, with all 23 stores to close immediately and no customer orders delivered ..."

    Read the full story:
    Dwell ceases trading Q&A: your rights



    Click reply below to discuss. If you haven’t already, join the forum to reply. If you aren’t sure how it all works, read our New to Forum? Intro Guide.
Page 1
  • aimingforadebtfreelife
    • #2
    • 21st Jun 13, 8:34 AM
    • #2
    • 21st Jun 13, 8:34 AM
    Well not a great surprise. The voucher they issued last year would have been costly to them. A £20 off and no minimum spend especially when shared on here must have sent cashflow down the pan.
  • charlie432
    • #3
    • 21st Jun 13, 9:17 AM
    • #3
    • 21st Jun 13, 9:17 AM
    I am owed a refund from Dwell (from last Weds 12th). What are my options now as I have not received this!
    • PZH
    • By PZH 21st Jun 13, 9:44 AM
    • 1,550 Posts
    • 1,172 Thanks
    PZH
    • #4
    • 21st Jun 13, 9:44 AM
    • #4
    • 21st Jun 13, 9:44 AM
    I am owed a refund from Dwell (from last Weds 12th). What are my options now as I have not received this!
    Originally posted by charlie432
    You'd probably fail in to the same category as not receiving goods. And then it depends on how you paid in the first place. From the FAQs...

    Will I get my money back if my items fail to arrive?

    If you paid by cash or cheque then it is highly unlikely you will get your money back as customers are at the bottom of the queue when it comes to payouts from administrators.

    If you paid on card, then you have rights.

    Credit card payments for items between £100 and £30,000. If you paid on credit card and the item cost £100 or more, even if you paid just £1 of the cost on a credit card (and the rest by another means), you are protected under Section 75 of the Consumer Credit Act (see our Section 75 Refunds guide). Here, card companies are jointly liable with a retailer if something goes wrong, if the item was £100 or more. So if the item never arrives, ask your card company for a refund.
    All other card payments. If you bought goods on a debit card, or goods under £100 on a credit card, you may still be able to claim for faulty goods under the Visa, Mastercard or American Express chargeback schemes, though this only applies within the first 120 days of buying the goods. The protection is less strong than Section 75, but it's certainly worth a try.
    “That old law about 'an eye for an eye' leaves everybody blind. The time is always right to do the right thing.”
  • charlie432
    • #5
    • 21st Jun 13, 9:46 AM
    • #5
    • 21st Jun 13, 9:46 AM
    I paid by debit card and the payment was take in January 2013...so I am probably over the 120 days now! That's £329 lost!
    • PZH
    • By PZH 21st Jun 13, 9:54 AM
    • 1,550 Posts
    • 1,172 Thanks
    PZH
    • #6
    • 21st Jun 13, 9:54 AM
    • #6
    • 21st Jun 13, 9:54 AM
    I paid by debit card and the payment was take in January 2013...so I am probably over the 120 days now! That's £329 lost!
    Originally posted by charlie432
    I would take any and all correspondence to your bank and explain to them that you wish to do a chargeback since the refund was only agreed on Wednesday 12th june. Not conclusive, but worth a try.


    I would also approach the Administrators when they are appointed in order to get your claim in. But I think you would be very low down the chain.
    “That old law about 'an eye for an eye' leaves everybody blind. The time is always right to do the right thing.”
  • charlie432
    • #7
    • 21st Jun 13, 10:11 AM
    • #7
    • 21st Jun 13, 10:11 AM
    I am going to speak to them today. Only problem is that the correspondence was via the phone!! Oh well, I will try but not holding out hope!
  • hanlou007
    • #8
    • 21st Jun 13, 2:35 PM
    • #8
    • 21st Jun 13, 2:35 PM
    Dwell?? never even heard of them - no wonder theyve gone bust
    • halibut2209
    • By halibut2209 21st Jun 13, 3:24 PM
    • 4,011 Posts
    • 4,399 Thanks
    halibut2209
    • #9
    • 21st Jun 13, 3:24 PM
    • #9
    • 21st Jun 13, 3:24 PM
    Dwell?? never even heard of them
    Originally posted by hanlou007
    Probably because they only had 23 stores.

    But not surprising they've gone down the pan. If memory serves, this is one of those stores that has massive floor space with only a handful of items on display.
    One important thing to remember is that when you get to the end of this sentence, you'll realise it's just my sig.
    • dreamypuma
    • By dreamypuma 21st Jun 13, 4:05 PM
    • 1,052 Posts
    • 535 Thanks
    dreamypuma
    Do we really need a Q&A thread on consumer rights for every retailer that goes to the wall? Why not just have a comprehensive sticky?

    I guess this will also be padding for the next MoneySaving email which too feels like deja vu.

    Personally, I think the demise of this retailer was foreseeable.
    My farts hospitalize small children
  • Ozzyc
    HELP??? Does anyone know... I purchased 6 dinning rooms chairs from dwell on my mastercard on February 20th 2013, in a single transaction. I was told I could expect delivery 12 April of course they haven't arrived.. the price of the chairs individual was £99 each although I purchased 6 as a 'set' in a single transaction total value £594...can I still use section 75 to claim the total cost back??
  • jrm1979
    I bought a rocking chair back in January (7 week waiting time), and have been getting regular updates to tell me it's been delayed.

    I was contemplating just cancelling it, but some nice fellow phoned me a few weeks ago to tell me that he was sorry it kept getting delayed, but I would be offered a goodwill gesture when it finally arrived.

    I bet the swine knew fine well they were going under. Totally below the belt tactics.

    Paid on my debit card as well due to getting my bonus in January pay. Will attempt the chargeback process, but I'm not holding my breath.

    I really wanted that chair more than anything
    • suchgreatheights
    • By suchgreatheights 25th Jun 13, 2:51 PM
    • 40 Posts
    • 23 Thanks
    suchgreatheights
    Not surprised
    Their stock really was junk - tacky crap that looked like it was designed for the Big Brother house, but with John Lewis price tags.
  • dalesrider
    HELP??? Does anyone know... I purchased 6 dinning rooms chairs from dwell on my mastercard on February 20th 2013, in a single transaction. I was told I could expect delivery 12 April of course they haven't arrived.. the price of the chairs individual was £99 each although I purchased 6 as a 'set' in a single transaction total value £594...can I still use section 75 to claim the total cost back??
    Originally posted by Ozzyc
    You do not need S75...

    There will be chargeback rights available for non receipt of goods. Talk to you card provider and see what they are advising at the moment.

    Many banks are holding back on any action. As it is unclear just what is going to happen in the next few days over the administrator and any possible takeover.
    Never ASSUME anything its makes a
    >>> A55 of U & ME <<<
  • Wadsley
    I bought two sofas for over £1,000 and returned them. They were collected and someone phoned to say they would refund the money within a couple of days - but no money is in my account yet. This is such a lot of money for me, I am really worried. I have applied for chargeback from my bank as I used a debit card. Any other suggestions?
    • wealdroam
    • By wealdroam 26th Jun 13, 2:27 PM
    • 18,660 Posts
    • 15,598 Thanks
    wealdroam
    I bought two sofas for over £1,000 and returned them. They were collected and someone phoned to say they would refund the money within a couple of days - but no money is in my account yet. This is such a lot of money for me, I am really worried. I have applied for chargeback from my bank as I used a debit card. Any other suggestions?
    Originally posted by Wadsley
    Sorry, no other suggestions.

    Have you read the article?

    As it says, chargeback is your only hope.
  • dalesrider
    Administrators Duff & Phelps contact on: 0121 214 1120
    Never ASSUME anything its makes a
    >>> A55 of U & ME <<<
  • SouthernBird
    Please can someone help me. I bought a sofa from dwell. It arrived in early June. I only opened it today as I've been unwell. Their is a leg missing. What do I do? I don't know who manufactured the bed to contact them re warranty? Do i call the administrators?

    On the tips it says if item is faulty you can go via your credit card company as it counts as not delivered? I am really worried. What about time lines has it been too long?
  • dalesrider
    Do i call the administrators?

    On the tips it says if item is faulty you can go via your credit card company as it counts as not delivered? I am really worried. What about time lines has it been too long?
    Originally posted by SouthernBird
    Contact the administrators 1st.

    Sorry but received faulty goods are not classed as not delivered
    No idea where you got that idea from. But it is totally wrong.

    There is a chargeback for faulty goods.

    Talk to your card provider after the administrator and you have a better idea of what is going on.
    Never ASSUME anything its makes a
    >>> A55 of U & ME <<<
  • SouthernBird
    Contact the administrators 1st.

    Sorry but received faulty goods are not classed as not delivered
    No idea where you got that idea from. But it is totally wrong.

    There is a chargeback for faulty goods.

    Talk to your card provider after the administrator and you have a better idea of what is going on.
    Originally posted by dalesrider


    This was in the main article by Martin:

    I need to return a faulty Dwell item. What are my rights?

    If stores continue to stay closed, then you won't be able to return it.

    However, you may have some options:

    Check if it came with a manufacturers' warranty. If so, make a claim via the manufacturer.

    Did you buy an extended warranty? If so, this is a contract with a third party insurance company so it should still be valid anyway. If you're unsure, if the contract says it's "regulated by the Financial Services Authority (or Financial Conduct Authority)", it's probably an insurance contract. Therefore, it should be valid as normal. To make a claim, contact the insurer.

    If you've no warranty. If those options fail then you may be able to get a refund if you paid by card. See the section above on undelivered items for your rights. Faulty items are treated in the same way as those that never turn up, so card firms may have to pay out.






    Does a missing piece count as faulty, i mean the item is not fit for purpose, if i can track down a manufacturer in UK than brilliant but I dont see this being easy.

    I will call the administrators in my break.
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