Terrible service and even worse is…
Terrible service and even worse is their guarantee. Had my cabin for a few years now and found rotten wood which they responded with:
« Thank you for your email and confirming the delivery address. We're sorry to hear some of the timbers are rotten.
Our guarantee covers all pressure treated timbers with a 10 year guarantee which protects against rot, fungal decay and insect infestation.Unfortunatly these timbers are untreated timbers and are not covered under the guarantee.”
The timbers they’re talking about is the actual structure of the building.
They were also no help sourcing someone to repair the damage and recommended dismantling and rebuilding the entire structure! They’re mad! Total waste!
Reply from Dunster House Ltd.
Dear Customer,
We thank you for taking the time to leave a review.
We can see that we delivered your cabin some 9 years ago in 2016 and that, as you have mentioned in your review, the issue is with untreated logs and that they have fallen into a state of disrepair. We publicise detailed maintenance guidance across our literature and website: https://dunsterhouse.co.uk/help-centre/how-to-maintain-your-garden-log-cabin. All of our log cabin are made from spruce timber, which is a natural material and needs continuous maintenance and upkeep throughout its lifespan.
We hope you are able to resolve your issue.
Kind Regards
Dunster House Team