Dunster House Log Cabins - www.dunsterhouse.co.uk

STEAR CLEAR AT ALL COSTS! Don't even bother to waste your money. As older reviews have stated, the after sales customer service could be better run by daycare nursery, you can never speak to someone and it's all done via email. Not a single piece of timber is labelled so it's anyone's guess what goes where, you'll be better off building with lego. The finish of the planks is awful, it's jagged and splintered and the joins around the windows and doors dong align. Then there's the key locks, you have to assembled that yourself too and they are an awful fit and don't lock/unlock properly. Take almost every previous customers advise and spend your money elsewhere.

Before you order, PLEASE read my review.

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.

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

UPDATE - they've decided to send replacement bearers even though they are "confident" I already received them. But they won't give me any money back for my wasted labourer's time as that was "my choice", even though the sales rep advised I hired a professional as I had uPVC doors. To the customer service team, do you go home at the end of the day and feel proud of the job you've done? Just laughable.

Before you buy anything from these people, ensure you are going to get the lovely straight, no splits, no warped parts like they use in their YouTube vids. If they can’t do that STAY AWAY I purchased cabin recently. I had missing parts split / warped panels incorrect lengths complete nightmare to build. Customer service as much good as a chocolate fire guard. Spend your cash elsewhere absolute Sham Artists ???? outfit ?

Delivered the wrong play fort, unfortunately you can only contact customer services through email, once it was established they made the mistake, they stopped responding. It’s impossible to chase and exceptionally frustrating. On inspection of the timber for the incorrect fort, there are many cracks, the quality of wood is poor. I have no solution to my issues and have spent a fair amount of money for a poorly made wrong item. This team should be avoided.

DO NOT BUY FROM THIS COMPANY. Their customer service is awful and they really do not care once they have your money. They did not supply enough roofing tiles to cover the roof (and everything is supplied with no labels or numbers on and not cut exactly to fit) and yet when I requested one more pack to finish the roof, they refused and said that my builder had fitted it incorrectly. He is a professional builder and followed exactly their instructions.

It has cost me a lot to put things right.

I wish I had read more reviews before I parted with my money.

Totally useless company. After a massively long wait they delivered items of the wrong size. No customer services on the phone, you have to email. Still waiting for replacement items weeks later. total disaster. Read the other bad reviews and AVOID. I wish I had.

I have mixed feelings about Dunster house. I will start with the negative

The cutting lists need review as I had to contact them twice for extra materials. There’s simply not enough! When I asked for more there was no quibble although there was a little comment about it being a shame I didn’t count the materials before I started that ruffled my feathers. All the pieces were there & I used plastic window packers to ensure all the gaps were accurate according to the instructions. The amount of boards also matched the number stated on the cutting list. I was two boards short for finishing the roof & one boards short for the floor. Altogether my project was delayed for around a MONTH whilst waiting for the materials to be delivered. It was only when I suggested compensation did They get their finger out.

However…I am very impressed with my terminator log cabin from Dunster house. I have been a carpenter for over 30 yrs & think the product is good quality & easy to piece together with clear instructions

If the amount of materials were sufficient & staff worked a little harder to get the extra boards delivered promptly then my rating would be pushing five stars

Dunster house had a great sales man however, when the product was delivered with more warped wood than a forest and missing parts, it was impossible to get help from customer services. When they did eventually reply to the email, they were rude, obnoxious and basically accused me of lying! 6 K spent and not a hope in hell! Luckily we brought new timber and fixed the issues on our own but i would never recommend parting with your hard earned money with this company.

Not a great experience with these guys - the attitude of their customer service staff is awful. We ordered a 4m x 6m cabin expecting to be able to use the length of the 6m walls. But there are big support structures at the 3m mark which chop the cabin into 2 halves. This wasn't shown in any of their official photos on the product page and when I questioned it they said we should have noticed this ourselves by looking at photos from other customers! They had zero empathy with our situation given we were no longer able to use the cabin as we intended to. I wouldn't have minded if they'd just said 'sorry this wasn't made clear' but not a single apology and basically said it was our fault for not noticing this. Shocking customer service!

Great product, terrible customer service.

The cabin is great quality and in theory goes together really nicely (although currently only half completed due to missing parts). This is the second one I have bought from dunster house having had only some minor difficulties with the first one being delivered.

Once I’d paid the first issue with this one was delivery, they contacted me with a date and a requirement someone was in, I explained I was working but the reply was simply that they only deliver in my area on that day of the week so there was no choice, in fact I was told that if I couldn’t take delivery in that day (less than a week away) the whole run would be cancelled so all of the other customers would not receive their items. I managed to arrange for someone else to be here and when the delivery arrived - bearing in mind it is for a cabin involving a lot of heavy pieces - they repeatedly told my family that it was illegal (yes, illegal!!) for them to go in to the back garden to help with unloading which is utter nonsense, they obviously just wanted an excuse to dump everything in a pile at the front of the house and leave, which is exactly what they did. If I had have been in and alone I would not have been able to move a lot of the pieces left on my front garden.

Now we are putting it together and some of the pieces are missing, I called dunster house to be told that customer services do not have a phone!! The only way to contact them is by email which they have so far not responded to (2 days and counting - so much more efficient than just being able to speak to anyone!). They did say that I could call back to chase it up if I really wanted to but it would basically be a waste of time since they could only tell me to email them again. The ‘live chat’ on the website seems to be constantly unavailable.

You’d think from the cost of the buildings they would be able to give the customer service team a phone! Seriously though how can you call something customer service if there is no viable way of the customer contacting anyone!

Highly frustrated and as a result I doubt I will ever use them again and will struggle to recommend them. I’m just hoping that eventually they will come back with some sensible solution instead of the nonsense I feel like I’ve had to deal with so far.

Updated - I have had 2 emails thus far from customer service but so far have received no reassurance that they will be helping me sort out the problem and instead want photographs of the incorrect pieces to evidence a piece of wood is 70mm rather than 62mm wide! I will never use this company again and would advise anyone reading this to go elsewhere for better customer service. This was an expensive cabin and I expected better service. Reduced to 1 star which is a shame as I think this could have been easily rectified!