Absolutly shocking customer service and….. I ordered a "Coffee nest of tables" online and it arrived but did not match as described. I contacted customer service and they agreed to collect the item for a return. The first pick up time was on 4/9/2023 yesterday between 2:30pm and 3:30pm. I waited in the front room of my house all afternoon, but no one came. I checked their online tracking service and they said that at 4:45pm it's late now and the pick up had been rescheduled for 5/9/2023 the next day between 12:30pm and 1:30pm. I waited in the front room of my house all morning and afternoon today, but again, no one came. I checked their service again and they said that the pick up driver had left a note saying that I had not wrapped the item properly. This is not true. I wrapped the item very carefully in bubble wrap and tape as it was. I now reported this issue and opened inquiry. I am very disappointed with the way Dunelm has handled this return. I have wasted two days sitting in my front room waiting for a pick up driver who never showed up. I am also concerned that Dunelm is making false statements about the condition of the item I am trying to return. I would not recommend Dunelm to anyone. Their customer service is terrible and their returns process is a nightmare. I am still waiting for my refund and I am not confident that I will ever get it. I would like to add that I have read other reviews online about Dunelm's poor returns policy. I am not the only one who has had a negative experience. I urge Dunelm to improve their customer service and returns process so that other customers do not have to go through the same thing.