Shocking service!! Second time I had ordered something online, and it will be the last! The first time, I ordered a large crockery order of plates,mugs bowls etc and on its arrival, it had been dumped in my porch , later than expected, and by the state of the box, I knew it was a disaster! Every piece of China had been smashed to smithereens!! Not just cracked or broken in a few places, but absolutely smashed to a million pieces, suggesting that the box had been thrown from a great height into my porch. I had just moved to a new house and was excited to change up my kitchen ware. After spending 2 if not 3 evenings trying to get through on the phone, I finally managed to get through. Even then, I wasn’t able to have the items replaced, I had to re order most of the things again, and many of the things were not in stock, and I had to reserve many of the items in the Horsham store, and then make a special trip to go and collect them all. It was a nightmare and I vowed then never to buy from Dunelm again. I should have listened to my conscious. 18 months later and having looked online at some of their products, thought I would give it another go, in the hopes that it was a one off unlucky moment I had had before. I ordered some home items and some Christmas presents. 9 items in all. After being told when to expect my delivery, and it arrived 2 days later than expected, I was disappointed to see that the box arrived damaged and open!! 2 of the items were missing and another item which was a present , was damaged!! I tried again to call someone and speak to a human, and had to wait 15 mins before I finally got through. The company is quick enough to take your money as soon as you order the products, but it seems not so keen to provide good service . I was so exasperated by the time I spoke to someone that I just asked for a refund on the three damaged/missing items. Even so it will be 5-7 days before I get my money back. I am so frustrated by this awful service. And yet the products seem lovely online, and potentially a good way to buy things for the home. However I will NEVER be buying anything from this awful place again which is a real shame. Looking after customers and providing good and reliable delivery service, seems to me to be the way forward, to be able to have a successful and profitable business. Amanda James