“I worked for this company for a number of years and they really don't care about their customers or their employees. If you have problems with your purchase, they would rather you take them through the small claims court instead of sorting out the problem internally and amicably. The directors are the rudest, most awful people I've ever met and I eventually left the company because of that reason. I enjoyed the work i was doing but it got to the point where i was unable to tolerate their abuse. Apart from their climbing frames, nothing is tested for strength. When the product fails, it is then left for the customer to sue them.”
“We purchased a summerhouse in 2017. Dunster are happy to take your money (we paid over £10,000) but when it comes to help/assistance or customer politeness don’t expect any. Our building arrived late, doors and windows arrived separately to the building....late. Some of the panels were broken and customer services were less than helpful, infact insulting on occasion.
Having sworn never to use this ‘cowboy’ company again we decided to forget all the troubles caused and enjoy our building. Less than a year after delivery faults started to occur. When I’ve contacted customer services to report a faulting locking mechanism on the upvc door I was told the base would probably be uneven and to check this!! When I insisted the concrete base we had fitted was more than level they’ve then said the runners could be out of line. Lastly when I enquired if they were coming to rectify the situation they provided me with the guarantees for the building and stated it wasn’t there responsibility!
I have never encounted such disgraceful customer service with deliberate attempts to avoid solving manufacturing problems. These people are charming, polite and pushy when taking your order and money but are rude and unhelpful if anything goes wrong. Avoid at all costs as your experience with them will leave a very bitter taste!!”
“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”
“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”
“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.”
“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.”
“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.”
“They are an awful company to deal with. We ordered a cabin and at first they were very friendly, but then started to pressure us for a date to come and install.
On the date of installation we were advised that there was a problem with one of the beams and that the roof wasn’t fitted quite as it should be. Since then we have then had problems with expansion of the timbers causing large gaps to appear.
We have had senior installers back twice to try and rectify the problem, we even had the area lead come to site as the installers were not content with how the cabin had been put together in the first place. They were told by head office to "make it fit" (words used by the installer) which has resulted in them using matchsticks as spacers to try and boost the height of the logs to close the gap! These have subsequently fallen out as the tiimber expands.
The company response is that they have carried out the work to their standard and that they can do nothing about the expansion of the wood. Customer service will not take phone calls and only deal in email correspondence.
I would not recommend this company to anyone.I only wish we had looked at some of the other reviews before we made the purchase.”
“Please do not buy from this company. Having spent thousands on a new log cabin, the company tried to get out of some of the original install, blaming it on the fences being too close. They then took a call to demand that they had to go to another job to help another team out on the Friday afternoon, so left my job in a rush.
Within a month, the timbers started to move and twist considerably. I raised this with them straightaway and was fobbed off by them using excuses that it was down to me and probably caused by storm braces. They advised to loosen them, which I did. This made no difference and the symptoms persisted and got worse. Again I went back to them and was fobbed off more and more, being asked for photos and told that it must be down to shelving that had been fitted internally. Again, this I removed. The symptoms persisted and got worse.
On going back to them again over the following months , they then tried to blame it on the fact that they could see blinds in the windows and that they must be the cause. These were not blinds but opaque window film that I had fitted to the internal of the glass.
A year on, I finally got them to agree to actually send someone out to have a look because the timbers had moved so much that you could see daylight through and the windows were out of level and plumb. The corner log laps were miles out of true also.
They sent out a very helpful two man team who found that the original installers had not fitted the SMB brackets to the windows and doors, allowing excessive movement of them and the log around them. I was informed by them that their entire week is spent going round putting right the wrongs of installs. The difficultly after a year was trying to pull all of those timbers back into line. Not possible! The team did the best that they could but the end result is still sub standard and appalling to look at for a brand new, expensive cabin.
Having contacted the office again, I have been completely dismissed and told that it is a natural product and movement should be expected. This I agree with to some degree but I have friends who have purchased very similar cabins from their competitors and they have not suffered any of these problems.
I am at the point where I cannot even stand to look at the front of the cabin because of how bad it looks and am now looking to take legal action to resolve this.
Their customer service is appalling and their product is completely inferior.
DO NOT BUY FROM THIS COMPANY.”
“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.”
“Purchased window for new workshop. Delivery happened as per advice no complaint there and delivery driver was good.
The window itself appears to be ok (time will tell), the glass however did have a black sealant on it which had to be cleaned off.
The biggest problem with this Company is that you cannot speak to anyone in customer services..... I suspect this dept doesn't exist!!!!
The window was missing the key, therefore lock is useless. Called Dunster to check length of warranty and advise that key was missing, to be told by the annoyed and irritated member of staff i spoke to...
"Look up the warranty on the website and send an email re the missing key". When i advised that i couldn't send an email i was told, "to write a letter.." There's customer services for you....
Won't be bothering with this company again.”
“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 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.”
“Spent thousands on a log cabin.
Was promised free double glazing on their website when you enter a code at check-out.
Cabin arrived with single glazing. We complained, and they say "You checked the single glazing option". Which we didn't. Absolutely did not. But EVEN IF WE DID, why would we then type the FREE DOUBLE GLAZING code?!
Was told they would take a deposit, which was about 1/3 of the total cost, BEFORE they delivered the cabin, and take the rest of the money AFTER.
They took ALL OF THE MONEY AT ONCE.
Thank God we had enough in the account without it going into the overdraft.
The "customer service" (You can't honestly call it that.) is AWFUL.
Rude and dismissive by email. Unhelpful on the phone.
As everyone else on here has said,
************ DO NOT BUY FROM THIS COMPANY.****************
My parents are pensioners, looking for a stressfree log cabin and they've been completely ripped off here, set back in time and hasseled with the task of trying to sort this out.”