Dunster House Complaints

Our Customer Services Team!

Hopefully you’ll never need to contact our customer services department – only 2.5% of our customers ever do – but if you do need us it’s reassuring to know we’re here waiting to answer your query!

We deal with Customer Services through E-mails!

Not unrecorded (by the customer at least) phone calls, but good old fashioned writing in emails and webforms where everyone knows what’s been said and everyone has a record of how the query is getting dealt with!

Not only that but our Customer Services Department aim to respond to all queries asap, usually very quickly if the answer is a simple fix such as e-mailing a PDF file with assembly instructions.

So why do we deal with customer services by e-mail rather than phone? There are a number of reasons really;

1) E-mailing allows the customer to keep a record of what’s been said, so we will be fair with you, rather than promising the earth on the phone and then not delivering. Phone calls don’t allow you to keep a record.

2) It allows quick communication between our customers and our customer services department and also allows our customer services dept to quickly forward on your query to other departments within our Company if needed.

3) The Managers within our Company are able to easily see what answers to questions our customers are getting and how issues are being dealt with to ensure that they are dealt with fairly and quickly.

4) It takes away the emotion from the situation. Unfortunately some people feel the need to communicate any issues they have in expletives but this is drastically reduced by communicating in writing. Why does this matter? Well, previously we did conduct customer services by phone and we had a very high turnover of staff, which meant that we quickly lost trained staff. Their replacements took time to train again and this meant that the answers to queries took longer still. We now retain our trained staff for much longer meaning they are much better able to answer our customer’s questions quickly and correctly. It’s the same reason why you’ll find signs in Hospitals saying ‘Please don’t threaten our staff’, to the majority of the public it goes without saying of course, but people do have off days and some people decide it’s their right, regardless as to how small the nature of the complaint might be, to verbally rip the head off the defenceless customer services person. In the end in those cases everyone suffers as highly trained people get fed up and leave, so we do it in writing and everyone’s calmer and the issues get resolved much more quickly as a result.

ALL e-mails that we receive into customer services receive an automated response so that you know that we’ve received your e-mail and will be looking into it.

Please bear in mind that whilst we try to answer all queries within 1-2 hours if you contact us with a complicated query then this may take more time as we consult with other departments, in this case we aim to send you an e-mail informing you of this delay within the 2 hours still though.

Of course you could choose to go with another Company that promises you so much more than we do in terms of customer services and even the products themselves – but please remember reason number one for dealing with customer services in writing.

If you’re feeling cynical and wondering why we don’t deal with Sales only in writing then actually to a very large degree we do – you’ll find much more information about our products on our web-site than you will on any of our competitors, we’ve always pioneered giving as much technical information on the products as possible so that you know exactly what it is that you’re buying. Of course most people do want to be able to talk to a person to make the buying decision which is why you’ll find our sales team at the end of a phone, by e-mail or available in person if you need them.

Other things we do to keep customer complaints down:

1) We run monthly reports to see how many of our customers need to contact us – the average over the last 6 months is 2.5% as quoted here.

2) We run Weekly reports which are given to all senior Managers and Directors to ensure that our standards are kept high and to allow feedback where needed.

3) We also send these Weekly reports to our Families Manufacturing Companies – well in the rare instances when we do have problems it wouldn’t be much use if we didn’t tell the people who are making them so that they don’t occur in future.

4) In all Manufacturing Factories we have Quality Control Managers to ensure high standards whilst the products are being manufactured; we also photograph most of the products during packing to keep a record of this.

Hopefully you’ll be in the 97.5% of customers that never contact our Customer Services Department, but if you do, we have a dedicated team of people waiting to answer your query. Please do remember to read the assembly instructions first though, both the instructions and the screws are packaged within your goods so please unwrap it if you think they’re missing prior to contacting us – this is our most common reason for people contacting us.

Customer Services are available:

CS@Dunsterhouse.co.uk – please quote your Order Number when contacting us – this begins SO and is on your Delivery Note, Order and Invoice paperwork

Opening times are:

Monday – Friday	8:30am to 5:00pm
Not open over Christmas

Alternatively use our Web Form

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