I would like to have had the option of minus 5 stars for my experience of Dunelm but this was not an option!! I recently purchased a rug and paid in full up front . Wrong colour rug delivered so gesture of £59 reduction on replacement was made by Dunelm. I returned the rug to the store (which was not an easy task for me and my husband as we are elderly and it involved a 20 miles round trip). But, instead of making the £59 goodwill refund, I was asked to pay another £100 for the replacement rug at the reduced price which I did in good faith. I was assured Dunelm would credit my account with £159 in between 5 and 7 days. I have phoned their customer services on 3 occasions which involved at least 30 minutes "hanging on" each time. Each time I was fobbed off and informed that my refund would be processed immediately or that it had been processed. Dunelm have now withheld my refund for a month with no indication of if or when I will get my money. I am so disgusted and stressed by their unlawful retention of my money. I might have to take legal action to retrieve my money, an action I can ill afford. "Avoid" and "Plague" are the words that come to mind re Dunelm.