“I had an absolute bad experience from this company and I would think twice before letting go of your hard earned money.
In the months leading up to my purchase - I was assured by the two sales people - that it would not be a problem when it came to delivering my product to my unmanaged lane. I made numerous caveats that a smaller vehicle was needed to deliver the cabin. I even hired their second hand to help with the delivery on the expectation that it would be delivered to my driveway. My worse fears were around the corner.
Dunster House arrived with a 7.5 ton lorry as it seemed that they prioritised their two deliveries that day instead of organising a smaller van to handle my delivery. They parked on the main road and placed it 24 metres away and not the full 50 metres as promised. It took me 4.15 hours to move 4 tonnes worth of cabin down to my driveway - because Dunster House dispatch did not read the delivery instructions. I confirmed this when their driver handed me his phone to talk to her. What made it even worse was that I had to take half a days annual leave to fix this mess - which left me further out of pocket.
I immediately wrote to Dunster House customer service team and the customer services manager had taken almost a week to look into it, but only to conclude that they couldn’t do anything else. I already told him multiple times - the error occurred when you did not arrange for the correct vehicle to deliver. This fell on deaf ears and as a customer, my inconvenience and having to shoulder further costs was not taken seriously nor even into account. What was even alarming was that there were notes supposedly taken by the sales advisor who I spoke to (Sarah or Saem) saying that I had contractors to help me. They actually falsified what I said to them. I have carpenter skills so why would I hire someone else? Dunster House - your job was to deliver to my driveway - that was your problem to solve which you couldn’t do because - you sent a truck instead. This is where the problem started and the Dunster House customer service manager refused to take ownership of the failure to deliver. Shocking service.
Absolute let down Dunster House. Writing imaginary things that customers apparently say is not trustworthy and as such, my advice is to either record your telephone conversations or have the sales team confirm what you want in writing and if they do not want to repeat your arrangements back in writing - do not purchase.”
“We purchased the Valiant 350 and loved the look of it on the company website. What a depressing disappointment it has turned out to be.
This Summerhouse is supposedly guaranteed for 10 years. REALLY!
The pressure treated base wood has partially rotted thru. Therefore upon stepping in thru the doors the wooden floorboards completely caved in and splintered underneath our feet. We are now in the process of lifting nine lengths of flooring which splintered and will have to be disposed of. Then trying to cut out a large section of the rotted base timber and try and replace with a new pressure treated length. We are then left with the problem of refitting the section of tongue and groove flooring in a mid section of the floor which is thankless and difficult task. Added to this the back wall of the summerhouse leaks as the boards have shrunk and the gaps are almost an inch wide in several places. The wood is very poor quality and has no strength. The glass at the bottom of two of the doors is exposed as the bottom of the doors have rotted. We have done nothing but paint and re-paint several times using the paint recommended and purchased from Dunster House.We have spent more time worrying about trying to make this waterproof and repairing a completely rubbish product than being able to use it. After spending over £2000 plus the cost of the labour we haven't had a moments peace. Please look elsewhere before parting with your money as we were taken in by the pretty advertising.anna”
“Do not purchase anything from this company. Utterly appalling service and poor quality materials. Item purchased is unfit for purpose, unsafe and ready for the bonfire. You cannot speak to anyone by telephone!”
“I was going to buy a cabin from this company but after reading the reviews, i've changed my mind. Their attitude stinks when it goes wrong. Some of their replies to seemingly fair negative comments are very dismissive of all responsibility. Even their emoloyee reviews are shockingly bad and it always seems to be anybodys fault but theirs.”
“This company will only deal with you when you are considering putting an order in. Any customer service following this is zero, staff hang up or simply do not return any calls, tell you to email then ignore. When making an expensive purchase you expect some customer service and enquiries to be answered. I urge anyone considering buying to ensure they know what they are doing, check over each and every component whilst delivery driver is present as this is the only way this can be feedback to the company, following this they do not take any calls. Worst company ever for customer service, clearly they make their money by taking customer payment and not paying any effective staff to follow up on issues or concerns. Our shed is not yet built, I dread to think if we have any further issues as they simply don't reply. Maybe if you near the showroom you may be able to speak to an actual person that wont be rude or simply don't communicate.”
“Very disappointed with the quality of the Vantage 250 we have just purchased from Dunster House, thinking that we were buying a good quality product. . Delivery was fine, but no installation service so it took 2 people 3 days to assemble all the pieces at a cost of £350. The rain leaked through the wood underneath the windows so rang customer services. and I was advised to email and wait for a response. After a few days of torrential rain I solved the problem with applying clear sealant. Now completed installation and painting to preserve the life of the summerhouse. The spruce wood used it very poor quality and covered in knots. , splits, splinters and hundreds of nail holes. The pinewood used in our garden shed is much better quality and cost a fraction of the price. Although installed following the instructions the windows are badly fitting and rattle. The floor and roof are made from MDF material not wood. Dunster House is advertised as the No. 1 compared with other companies selling similar products. Marketing, photos and descriptions are very misleading. To avoid disappointment do not use this company to buy a summer house. Very poor service.”
“Extremely poor service! Really rude delivery drivers, left it in a insecure impractical space and refused to move despite calling the dispatch team there and then, poor follow up service. Avoid at all costs.”
“Spent a lot of money on a summerhouse with shed last year have had nothing but problems with the wood swelling , so unable to shut doors or windows , did paint as per instructions from dunster house . Did contact customer service who were useless said to get a builder in to sort or family member!! Still this year having same problem . Several friends have summer houses bought from different companies and not experienced this problem.
Do not buy from this company save your money , will continue to post my disappointment with this company so people do not waste their monies.”
“I always find it very helpful that if your going to send the log store out with pre drilled holes, that you actually drill them in the right place. But when I phoned to tell them the problem they wanted me to email and they will raise a query, and when I asked to return the item this is also done through email even though I am actually speaking to them. Although when I phoned to actually buy the thing they were more than happy to speak to me and didn’t ask me to purchase it via email. I would not recommend buying from Dunster house Ltd.”
“Avoid this company. Cabin put up end of October 2018, they built it up to roof level and had twisted timbers so had to be taken down. They replaced some timbers the next day but have water ingress in every corner half way up. I complained they said the don’t guarantee their products to be water proof. After a bad review on trust pilot they arranged to send someone out. This is now mid March. 2 workings days after they came they said the electric trucking stopped the natural movement of the wood. What they hadn’t realised is this was only installed a week before they agreed to come out. Only so we could get some heat in to see if it would dry out the corners. Now see this heading down a long road of legalities. So avoid this company and go to others, that’s way you can avoid all the upset that we find ourselves in. Don’t waste your money as all they want is yours with no responsibility attached.”
“Purchased a summer house in July, now unable to open windows or shut the doors due to expansion of wood. Emailed customer services and received email back saying wood expands so either get family member or a builder to repair . After spending a substantial amount of money on product I think it is of poor quality as a shed I purchased from a different company have never had this problem. Would not recommend you waste your money at Dunster house.”
“As others have said helpful until they have your money then zero customer service. Overpriced item - basically lengths of timber , screws and not very clear instructions. For the money we expected it to be predrilled for easy assembly. As for the guarantee it says it will be invalid if the product is treated yet in the maintenance instructions it advises treating it. Damned if you do damned if you don't!”
“POOR quality and no After Sales support
We installed the Trent Lo-Roof Wooden Garage W3.05m x D5.5m in mid November at a cost of £3.5k, not to mention the costs associated with putting in a new concrete base because the base of the previous garage was too small (when in fact the specification that Dunster list as being required is far larger than it needs to be - we currently have a 15cm lip of concrete base all around the building) and other costs. Within days the base dowel started bowing and the timbers have shifted making some of the timbers loose, there is a 2cm strip of untreated wood above the door where it has moved from when we painted it and the garage door will not open as it is stuck.
I emailed Dunster with the problem, providing photos, and their standard statement is that wood is a natural timber and we should expect it to move. "that characteristics such as warping, twisting, cracks, splits, knots, sap and so on do not indicate a fault with timber as they are natural aspects and cannot be guaranteed against." I don't expect guarantees, but I certainly do not expect this kind of movement within 7 - 14 days of the building being erected and nor would any reasonable person.
When I put this to the customer services, Louise at Dunster's final response is "Remember that we cannot tell you how soon after installation you will be required to carry out maintenance, how often you will need to, or whether your issue will be immediately resolved or whether it will require some further investigation or remedial work to be carried out by yourself. Timber is a natural material and it will continue to move and adapt to its surroundings."
I can tell you, being in the modular building industry, that the door being stuck and no longer functioning two weeks after install, due to movements of the wood, when the wood has been treated (we treated it within days of the install before the rain set in) is not acceptable and indicates a POOR quality of product.
The after sales team do not even make a show of being sympathetic to your concerns and I am not sure how a company that has so little regard for its clients and the maintenance of their quality reputation has lasted this long. My recommendation to anyone considering them building any kind of product for you is - DO NOT USE THEM.”
“The worst company to deal with EVER. NEVER buy anything from this bunch of cowboys. As everyone else has said, quick to take your money and then will do nothing to help. I had terrible problems with the delivery. Including being told if I wanted a 5/6ft double glazed unit delivered I'd have to get it off the van with the delivery driver. It was ridiculously heavy and I am not a particularly strong woman.
Two months after spending about 7K on my cabin the door won;t lock. They have basically done nothing to resolve the situation. The whole unit is bent, but apparently that is not their problem. I run my business from my cabin with expensive equipment. I have to lug it up every night to the house now. I went for a more secure cabin and I have ended up with the complete opposite.
A company where you can't even call their customer service line, is absolutely ridiculous. Apparently you have to physically go there. When you have two jobs and a child with special needs a two hour round trip and a meeting with my son is just not do-able.
They are rudest and most incompetent idiots I have ever come across.
My cabin still doesn't lock and I can't seem to get a resolution.”
“I wish I had seen these reviews before parting with over £1330. Plus the additional cost of constructing a Base and fitting costs, and further painting work. When it was delivered and dropped in my drive, all wrapped in polythene, my SO and I planned to open the package and store the parts in our garage. When the delivery note was hurriedly put in front of me to sign, I said we haven't checked everything is there or that nothing is damaged. The driver said that it was okay, they made deliveries every week and they would pick up or drop off as required. Had the driver waited until we checked off every item, as Dunster advises in their conditions, she would have had to wait about an hour and a half. My joiners made a lovely job of constructing an Avon 2.5m x 2.5m cabin. They flagged up the floorboards were not long enough and left a large gap at each end of the floor which meant that the skirting had to be laid horizontally instead of vertically. There was a length of this missing which we bought at a local supplies shop. I couldn't fault our two professional joiners. They made a good job of felting the roof with adequate 150mm overlaps and pointing out that the additional 10 m long roll of expensive felt was not required. I have since written umpteen emails with attached diagrams showing how the roof can be covered using one roll. I keep getting fobbed off with the excuse that their generic instructions (which are very poor) says to overlap by 200mm. As these are only generic instructions I believe that anything over 100mm overlap according to builders merchants, Dunster own video, joiners and quantity surveyor's etc...is acceptable. Because the overlap is not the full 200mm, they said that I have to cover the cost of returning the felt. They won't collect it, and they won't reimburse me until they receive the felt. Although I had to pay for everything in full before they delivered the cabin! I'm angry.”
“Horrid company to deal with. Product (large summerhouss) sub-standard with warping timbers and windows/doors that won't open/close.
Complete lack of any proper customer service as they hide behind a wall of e-mail and their own terms & conditions. In summary, once they're paid they wash their hands of you.
Appalling sales tactics, pushy sales staff and unsolicited calls telling you the prices will be going up.
Check out the number of 1star and 2star reviews on TrustPilot, it will shock you what people are saying.
Blames customer for problems.
The only way we are ever going to get Dunste to sort themselves out is if we post videos of our problems and sub-standard products on YouTube. There are a few already so get filming and uploading. It only takes 5 minutes and is quite therapeutic.”