Name: Dunster House Ltd
Rating: 4.12

“Customer service is terrible - not helpful at all - all I wanted was for them to deliver behind a gate off the front of my property (so that my ill wife doesn't have to carry anything or leave the items in the street for the day) - they were not willing to help at all. terrible to deal with and looking at other poor reviews not the first time either.”

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Posted 4 years ago

“Vantage 220 summer house o/n SO224534 I have read the good review for this compant but find it strange considering the issues I have had with the summer house. delivery wise it was first class, but quality wise not so good with cut lengths not conforming to the items on the build instructions. Simple things such as short glazing bats varying length by over 6mm. this was the them through out the build, Hexagonal rood supports with 5 on size and 1 which was 10mm longer. Window frame being out of square making the whole project look bad, door latched not working with striker plate out of line with the latch by almost 10mm. this product was generally of poor quality with the wood pallet that this was supplied on being certainly better quality timber. Generally not a good experience and would not recommend this product to anyone”

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Posted 4 years ago

“I spent a long time on line trying to purchase a shed. 2 times i got to payment stage having started from scratch each time and failed. Third time i managed to get into payment screen and it failed because the site tried to force me to change preferences to allow pop ups. Not needed to complete credit card transaction. Asked for help and told to purchase via phone. I declined and said i would try again later the person asked me to please pay and order by phone as he was under pressure for sales quotas. Why not be honest upfront and not offer online sales. Shady at best”

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Posted 4 years ago

“I purchased a Dunster house 4 years ago and was delighted with it.I decided to purchase another one for a different part of the garden. ordering was easy and delivery was perfect. When we came to assemble it 2 windows were out of square .My husband is a carpenter and joiner by trade so I think he knows what he is talking about. Despite sending them photos .the so called customer service does not reply to our emails only with are you sure you have put the hinges on right. I am at the end of my patience now. I have never dealt with a worse customer service dept, CUSTOMER SERVICE WHAT SERVICE. our next course of action is to take it to court and claim the item is not fit for purpose. Hey guys who have had trouble with customer service JOKE!!! tell me how you got it resolved .”

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Posted 4 years ago

“Our experience with Dunster House is unlike a few others on here. We are not do-it-yourselfers by any means, and we were 68 & 70 when we put our log cabin up. It took us 12 hours all told, the longest part of which was bringing the pieces from the front garden (driver would have put pallet in back garden, unfortunately we share a drive and next door had taken some slabs up, so driver was worried about getting fork-lift stuck down a hole) and sorting out which piece went where. Once that was done, we thought it was like putting Lego together. The hardest part for us, being older, was climbing on the roof to put the felting etc... on. It's been 2 years and we're still proud of what we've built, it hasn't leaked or anything like that.”

Dunster House Ltd 5 star review on 23rd August 2020

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Posted 4 years ago

“Very poor product,joinery skills and hardware are cheap . Mitres and other trims are cut short. Looks like this was a rush job . Customer service is also very poor . I wish I had never heard of Dunster house”

Dunster House Ltd 1 star review on 19th August 2020

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Posted 4 years ago

“This review will help people that want to buy make up their mind. We bought a corsair 350 in 2014. The delivery came, and we paid Dunster House extra to build the cabin. A few months later we noticed that the logs were disconnecting, part of the roof was coming apart, and one of the side panels was falling. After complaining, they decided to come back and put things right. The defects were amended, although the gutter always had a problem, and some of the logs did not match perfectly. At the time they let me sign a piece of paper that said on checking the work everything was ok. I signed in good faith although I am not an expert, so for me was good enough. Wrong. This year the logs are disconnected. They are the same logs of 2014 so I am aware of the fact that was not rectified properly in 2014 has contributed heavily to the fault. We have gaps of 2 cm across the all cabin. I have contacted the customer service team in the after-sale department. They told me this is not covered by the guarantee even though the cabin is covered for 10 years. We were also told that they do not offer the service of building the cabin anymore and I have an idea why. The after-sale service is actually pretty awful. You can only talk to them by email. I have asked them to phone to discuss the matter but they have refused. They have sent us some u tube videos to solve the problem. I have followed the u-tube videos to try to solve it. Up to now, it has not made a bit of difference but I was given a timeline. Once the timeline has expired and I have done everything possible if the problem is not solved, I will ask a carpenter to fix it and bill Dunster House. Please think carefully before buying from this company. Their cabins look fantastic on the brochure and they probably are if they are fixed properly, but our experience was awful and expensive from the start and once you buy you are on your own”

Dunster House Ltd 1 star review on 14th August 2020

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Posted 4 years ago

“This review will help people that want to buy make up their mind. We bought a corsair 350 in 2014. The delivery came, and we paid Dunster House extra to build the cabin. A few months later we noticed that the logs were disconnecting, part of the roof was coming apart, and one of the side panels was falling. After complaining, they decided to come back and put things right. The defects were amended, although the gutter always had a problem, and some of the logs did not match perfectly. At the time they let me sign a piece of paper that said on checking the work everything was ok. I signed in good faith although I am not an expert, so for me was good enough. Wrong. This year the logs are disconnected. They are the same logs of 2014 so I am aware of the fact that was not rectified properly in 2014 has contributed heavily to the fault. We have gaps of 2 cm across the all cabin. I have contacted the customer service team in the after-sale department. They told me this is not covered by the guarantee even though the cabin is covered for 10 years. We were also told that they do not offer the service of building the cabin anymore and I have an idea why. The after-sale service is actually pretty awful. You can only talk to them by email. I have asked them to phone to discuss the matter but they have refused. They have sent us some u tube videos to solve the problem. I have followed the u-tube videos to try to solve it. Up to now, it has not made a bit of difference but I was given a timeline. Once the timeline has expired and I have done everything possible if the problem is not solved, I will ask a carpenter to fix it and bill Dunster House. Please think carefully before buying from this company. Their cabins look fantastic on the brochure and they probably are if they are fixed properly, but our experience was awful and expensive from the start and once you buy you are on your own”

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Posted 4 years ago

“AVOID LIKE THE PLAGUE! Purchased an Atlas Pergola, advertised and sold as their premium pergola. It was delivered with several key structural parts having damage, splits on load bearing sections and a 30cm gouge with what appeared to be wood filler repair. Due to covid the delivery driver said it was curb side delivery only, wouldn’t wait while I checked it and said I had to sign only to acknowledge receipt; signed as unchecked. Called the customer service dept who cut me off and told me to put it in an email as it wasn’t their dept. The returns policy clearly states that items should be checked on delivery and ANY items not meeting customers satisfaction will be returned immediately and replaced. You can therefore understand my concern when their reply to my email stated that these are “natural defects” not covered by their returns policy. I would not allow my family to sit under such large heavy structure, knowing it was damaged. Should an accident ever occur they would, I’m sure, either blame my construction or be the audacity to say I should’ve identified and returned any damaged parts. They haven’t even adhered to distance selling laws and offered me a full refund that I’m entitled to within 7 days of receipt. POOR, UNPROFESSIONAL, UNLAWFUL.....don’t make our mistake, buy elsewhere.”

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Posted 4 years ago

“I bought summer house from dunster house approx 12 years ago. I have had a completely different experience from mist of your other reviewers..I found the customer service very helpful both before and after sales..including furnishing me with the name of company that supplied the paint they had recommended originally as they no longer supplied it themselves. After 12 years it is showing its age..but then so am i.”

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Posted 4 years ago

“Awful decision to buy a dunster house cabin, nothing but problems ever since! The structural base is perfectly level. We have 25 posts supporting 6x2 timber framework above ground. The cabin is warping and the timber walls are literally seperating, the doors have warped and never close properly from 2 months after construction. Damp has come in through the walls, after painting and sealing it... with the product recommended by dunster. Customer support non existent, surely with so many people experiencing the same problem, there must be a law suit against them somewhere?!”

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Posted 4 years ago

“I am afraid that I do not have much of a good word to say about this company. Upon making an enquiry the experience begins the slide downhill. There sales approach is to chase and pressure you into eventual submission to purchase. They also push their "simple to build" premise... Although not a qualified tradesmen, I am pretty decent with my hands, but, I can assure you, that putting one of these cabins together is no simple task! It doesn't help that probably somewhere in the region of 15-20% of the wood supplied is in some way mis-shapen/warped/damaged... However, the MAJOR issue with Dunster House is their after-sales 'support' (sic) It is primarily non-existent, but when you do eventually get a response (in my case, after threatening to arrive on the door-step of their offices) they treat you with total lack of respect and your issue is dismissed out of hand. Specifically I had a major problem with the doors of my cabin. Within 4-8 weeks of building they warped, and not just a little bit, you could see the outside world through the gaps when closed! Dunster House claimed that this occurred because a) I had dared to paint the outside of the doors(??!!) and b) because I had hung Venetian blinds on the inside of the doors windows... This company is a sham. I would absolutely advise/urge you NOT to purchase from them.”

Dunster House Ltd 1 star review on 8th July 2020

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Posted 4 years ago

“Do not buy from these Del boys! The quality of wood is very poor and when a problem is highlighted their customer service team reply with 'well it is wood and we cant stop it deforming ' Had the cabin getting on for two years. Within a few months we had a downpour which flooded along the so called sealed wooden beams. The whole cabin now swells and shrinks with the conditions even though it's been treated with over £100 worth of the wood treatment recommended by Dunster. I've recently had to make some metal strengthening bars in work in an attempt to hold the beams together. On really hot days the beams swell so much gaps appear and we can see daylight through them. 10 year guarantee my arse. Be lucky to get another 12 months out of it. Very poor choice on my part.”

Dunster House Ltd 1 star review on 6th July 2020

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Posted 4 years ago

“Wish I read this site and the Money Saving Expert site specifically showing all the issues everyone has had. My customer service issues have almost been a mirror image. Luckily my defects are due to poor workmanship, mitre joints with gaping gaps in the windows, white wood filler in the doors front and inside, faces of the planks peeling off, faces of the planks where the planer obviously dug in. it took a long time to commit to buying a product sue to the expense and work required and now i wish i bought someone elses. Do not touch their insulation kits just go to the builders merchants and make your own as that what they do but with a 4x multipiler. The sales quoted delivery to me in 3 weeks... I acknowledge the dishonest comments in these reviews as that's how i feel, misled for a sale. the next week i had a text saying it was out of stock and would be 40 days for delivery.... 8 weeks. After numerous emails, not one replied too i had a delivery date of 7.5wks. I complained it was reluctantly moved to 6 weeks on the dot, conveniently inline with their T&Cs of 30 days. still no written correspondence from them. Suddenly leave them a review on trustpilot and you cant get them off the email, but they wont respond to you points or queries or acknowledge they were at fault and have caused significant distress. As I've seen here, use at your peril. For the moment I have a useable cabin, we'll have to wait and see on its longevity. I dont think i'll ever be completely satisfied with it due to the stress and issues caused in the build by DH. I would say the delivery guys were very nice, the only customer face of DH.”

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Posted 4 years ago

“Purchased a cabin from them, it leaked within 2 months, its now splitting between the logs with gaping holes! They won't come to look and customer service are just not interested. Would NOT recommend and would suggest you stay away”

Dunster House Ltd 1 star review on 2nd June 2020

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Posted 4 years ago

“Joinery skills from Dunster house are appalling ,virtually no skills at all in joinery .Quality of timber is very poor . Design also poor . Very cheaply manufactured ,Imho just thrown out of a workshop as quick as possible to make big profits . Wish I had never seen or heard of them .”

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Posted 4 years ago

“Bad Design and Poor Build Quality Our new home has a Dunster summer house, built for the previous owner about 3 years ago. It is falling apart. Dunster have told me that as I did not buy the summer house from them then they are not interested and have suggested that I contact a local expert! I did and he has ripped their build quality to pieces. Essentially the structure is not strong enough to support the roof, the walls are collapsing and the doors will not close.”

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Posted 4 years ago

“These play systems are not suitable for children over the age of 8 and are not easy to anchor into the ground. We bought the MonkeyFort Woodland Climbing Frame for my children aged 9 and 11. This product says it’s suitable for ages 3 to 14. The swing seats are tiny and my children can’t sit in them comfortably. When contacting Dunster House to ask what they can do for us - they have refused to accept that the seats are too small, despite us sending them photos, and have refused to send alternative swing seats unless we purchase them. That’s £660 for a swing set with no swings. We were appalled by their lack of aftercare. In addition - beware of the anchoring system. It may be more secure than a peg system - but Digging 4 x holes Half a metre deep is not possible without suitable tools - that are not supplied. Be prepared to spend more time and money anchoring the product after building. This is not the friendly helpful company they claim to be.”

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Posted 4 years ago

“This company are really just dishonest. Sales people that just want your money and don't know much about wood or the cabins, pressure and telephone harassment to deliver a wooden cabin in hundreds of pieces during Britain's rainiest week for decades, oh and you have to unload tons of wood yourself - no HiAb trucks at all. Unclear website description and prices that rise after deposit paid. Customer services are really not so smart and not interested in customer satisfaction at all. There are tons of complaints about them on Martin Lewis' Money Supermarket. Will never buy from them again.”

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Posted 4 years ago

“This is not even 1 star review. So before I made an online order I called directly to ask about the different size of gazebo and fitting. I got the answer on both and got told they wont do fitting but they will deliver TO your house within 7 working days. Yesterday guys came refusing to go inside the house for 3 steps to take it to the garden because they will lose their jobs. When i called back the office woman on the phone was absolutely useless keep saying about terms and conditions. It says there they dont bring it in and other b*****. When i tried to explain to her in english for like 5 times that i called and got told it will be delivered to my house not a front of my house she still goes terms and conditions. Btw lady i spoke to was Naomi. Very nice and polite girl. Only positive part in this case. I just don’t understand if i paid for something over £1000 and giving the right to the drivers to come inside and take it to garden as im right there and its my house, why would you stop them for doing so? Its the worst costumer service ever. The other woman over the phone was rude as well. And im just so angry and disappointed to be forced to go through all this but you made me so. Now i have the gazebo all unpacked in parts all over my living room because they couldn’t bring it in all packed. It cant go out now as its not in pack anymore and we had to open it as only my brother was at home at the time and its heavy. So no one could help him till later on and he isnt sitting and watching over something that could be picked up otherwise. I dont know why they even bother delivering? Their drivers are paid to be driving around?? Nice job... This experience its disgusting and even that is not good enough explanation of how i actually feel. If there wasnt anyone to tell them to come in. But they had permission. On the other hand they could possibly help my brother to bring it in 2 f**** steps. But not even that. Absolutely disgusted by this service and company and everything. Not even in the wildest dreams will be ordering ever again from you and will make sure i spread the word about them around at work and everyone i know.”

Helpful Report

Posted 5 years ago

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 94%
Accurate And Undamaged Orders	Greater than 90%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	3.7 out of 5

Dunster House Ltd Reviews