Absolutely shocking service! I have used Dunelm for years and never really had an issue before, but will not be using again after this. I placed a very large order at the beginning of January (almost 1k!) as we are redoing our bedrooms during lockdown. I was then advised several items would be delayed by 1-2 weeks & delivered on different dates - which I understand due to Covid etc so no problem so far although slightly inconvenient...... First delivery didn’t arrive, hermes said they were waiting for the item from Dunelm. I contacted Dunelm via the online form, and received an automated reply that I would hear back in 72 hours. 3 days later, I receive another AUTOMATED reply, asking me to use the form again if I still had an issue or use live chat! (Why not just reply the first time, delay tactics?) I then used live chat to explain the issue once more, advised I would need to wait another 72 hours....to cut a long story short Dunelm blamed hermes, said I could choose either a replacement or refund to which I replied within an hour I would like a replacement sent out. I have received no correspondence for over a week so had to contact Dunelm again, it hasn’t been actioned: hermes are adamant they did not receive a parcel..... Another lot of 7 items due, receive email from Dunelm to say it’s on its way, with DHL. No tracking number in email however. Again, no items delivered. (Automatically generated to send on estimated due date) Contact via live chat again - no one seems to know what’s going on, have to explain situation again, employee wants every item number and description despite me confirming account. I explained I needed an estimated delivery date, as I cannot continue to keep waiting, and if there was a significant delay, could I get a refund. I then suddenly get cut off from the live chat, despite being very polite and fair / considerate for over an hour waiting on them..... Loosing the will to live, I try live chat again, this time I’m asked to send codes etc again, not so bad if it’s a small order! And surprise surprise, DHL have possibly lost the items in transit: these are large items, how do all these things go missing! Asked for tracking number, but funnily enough they couldn’t provide one. Was then told it may be a Mis-scan....? Now allegedly under investigation again whilst Dunelm sit on my 1k. Anyone can read between the lines and see what is going on here. Hopefully this will be resolved soon but so far I’m not holding out much hope.... I would not recommend ordering anything from them at the minute unless you want to be out of pocket with empty promises like a previous review has also stated.... such a shame as I have used them for years, but lately it is shockingly bad customer service, ease of contact, and out of date website / tracking facilities...