I would not have expected the dreadful customer service from a shop of this size that we encountered this morning.I bought a Marvel Mat to put in front of our patio doors, as they appeared to have good reviews online and were advertised as being machine washable, but within 6 weeks the black rubber type backing had started to disintegrate to such a degree that it was obvious that it would have been totally useless very soon, and completely impossible to machine wash. My husband and I took it back to the shop where I purchased it, with the receipt, and pointed out that it was clearly faulty and not fit for purpose, since it was only six weeks old and had had very little use, but were told that, as it was more than 28 days since I bought it and it had been used, there was nothing they could do. We kept pointing out that we were returning it because it was faulty and not because we'd changed our minds,so the 28 day return policy wasn't applicable, but the manager ignored us ,and kept saying " but it's been used". After quite a long time trying to explain why we were asking for a refund, she eventually agreed reluctantly to refund our money, saying that it was against their policy, but on this one occasion she would do it. We were made to feel as if we were being unreasonable, and we found it embarrassing to be treated like this in a busy shop. I rang the Head Office, who confirmed that it was definitely not Dunelm policy to refuse to refund faulty goods as in this case, and that we were treated in a wholly unacceptable way for which they apologized. Unfortunately, I will not be using this store again