Dunelm Reviews

Name: Dunelm
Rating: 2.25

2.3 Rating 1,106 Reviews

30 %

of reviewers recommend Dunelm

Company Reviews

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Metrics

2.3

Based on 1,106 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 33%
Accurate And Undamaged Orders	Greater than 53%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.3 out of 5
Avg Email Response Time	8 minutes
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Ordered online for delivery and the items were not delivered when expected. I heard no updates and when I followed up they said that they were unable to reorder items as they were out of stock and they could no reorder the same items in a different colour. Very frustrating service. Would not purchase again from Dunelm.”

Helpful Report

Posted 5 days ago

“Terrible company. Collude with their landlords to give their own customers parking fines. And will not take on the issue in customers services. Will never shop there again.”

Helpful Report

Posted 3 weeks ago

“Ordered with next day delivery. It's 5 days later and still not arrived. Upon contacting them, they REFUSED to send out new items or anything. They need to 'investigate' the matter with DHL and they need an additional SEVENTY TWO HOURS before they can help or do anything. They do NOT care about customers and I'd advise to not order online from them!”

Helpful Report

Posted 3 weeks ago

“Nothing wrong with Dunelm products, never had to return anything , very happy with many items I have purchased . It is the awful telephone system , at least in the Warrington store . I have been trying to return a call to place a made to measure curtain order for the oast 2 days . No fault of the very helpful lady in the curtain department , she left a message to call her back . I have 6 times! The same answerphone message, after many rings , sorry no-one to take your call , phone again . Really poor, and not good enough Dunelm , really want to purchase the products but may have to look elsewhere .”

Helpful Report

Posted 3 weeks ago

“ordered click and collect and never got email or text. live chat said just go it will be fine. website says do not set off without confirmation so asked, i was told no so now awaiting 5 days for my refund. well done on customer service”

Helpful Report

Posted 2 months ago

“Purchased bed in January sales for very good price. Fully paid for with delivery date confirmed, then two weeks later Dunelm call to inform me bed is no longer in stock and they will issue refund. No offer of another product or compensation for the considerable inconvenience. Terrible customer service. Will never use again”

Helpful Report

Posted 2 months ago

“Arrived at the till in dunelm in Shoreham,west sussex, with my mum, to pay for my goods and we were greeted with the most amazing retail assistant called Wesley, he was so cheerful, a huge character/personality... Me and my mother laughed and bantered with him he was just incredible, I told him it was so wonderful to have customer service from such an up beat character, with such great interaction. Well done Wesley!!!! Keep doing what your doing and keep us customers smiling👏😊”

Helpful Report

Posted 2 months ago

“Still waiting for chair ordered online some weeks ago. Should have arrived 9th January. After waiting over 45 mins on phone to speak to someone I gave up, that’s after their phones not working the day before. Online chat was a complete waste of time. Just want to know where my order is but cannot find anyone to speak to.”

Helpful Report

Posted 2 months ago

“Please see attached email sent to CEO of Dunelm, I have had no response Please take this email seriously. My wife purchased a number of items at your Kettering Branch early December 2024, one item was Elements Matte Duo Soap Dispenser and Storage Unfortunately after using this item for a very short period the coloured lacquer started to flake and come off, so she decided to return it for a refund but could not find the original receipt but could prove the transaction via her bank account as she had paid using her debit card. On Saturday 11th of January 2025 she took the item back to the Kettering store only to be told that as it was outside the 28 days and that a refund was not possible, despite the proof of payment on her bank account of £160, according to the assistant this was not acceptable. After some discussion and going to see her manager twice she was offered a £3.50 reduction on another purchase. My wife refused this saying that the item had cost £12 and was faulty, this was not good enough for your team at Kettering who said that now the item was in the Sale at £3.50 this was all they would allow. After more haggling they finally agreed on a reduction of£6.00. This product and the handling of the attempted return was truly disgraceful and unsatisfactory, as you are aware, The law says "satisfactory" is what a reasonable person would be happy with. Would you say that my wife was being unreasonable? We do not live close to your store in Kettering it's a 25 miles round trip, so to have to return an item costs us time and money. I believe it is a duty for you and your company to make sure your staff are fully aware of the two acts that protect the consumer, The Consumer Rights act 2015 and The Sale of Goods Act 1979 It is somewhat obvious that this is not the case. Please look into this as soon as possible and contact me with an explanation and a reasonable offer of compensation for this breach of the law. Failing this I will take this matter further and will ensure that all social media channels are well informed of your company methods. Yours”

Helpful Report

Posted 3 months ago

“I went into Catford retail park dunelm and was horrified by a customer advisor who decided to purposely wheel a trolley nearly hitting my Mother saying take the xxxing trolley when my Mother asked if she could have one to shop because she is disabled This area is a diverse demographic customers profile and it sadly appears that as customers of ethnicity they are treated differently in this particular branch”

Helpful Report

Posted 3 months ago

“Placed order. Paid money. Item out for delivery 4 days ago but not delivered. Tracking just states ‘not delivered.’ No explanation and I can’t speak to anyone apart from a virtual assistant. Lesson learned”

Helpful Report

Posted 3 months ago

“I have been trying for the last 48hours to speak to someone in 3 Dunelm stores Stevenage,Dunstable and Bedford all at different times of the day but NOT ONCE did anyone pick the phone up from any of the above stores to answer my question in fact the phone rung out every time telling me that all their operators were busy i even tried calling their Customer Service number only for that not to be answered either. Dunelms customer service and there ability to answer a customers question in store via their stores phone number is nonexistent there customer service/support is absolutely appalling it would have got (0) stars but i couldn’t rate it at that. So now thanks to their complete lack of communication i have now got to visit there store which i didn’t really want to but Dunelms has left me with no choice. I’ve used Dunelms for years to furnish my home but I’m seriously considering to take any further business elsewhere if this the way customers are treated.”

Helpful Report

Posted 3 months ago

“Less is more. How to describe Dunelm click and collect? Shocking or Appalling. You order. They promise delivery. The delivery does not happen. You enquire of the store. They tell you that although Dunelm promised the goods delivered to the store on Sunday - they do not deliver on Sundays..... Now Friday. 5 days late. Still no sign of the vehicle loaded and on it's way the previous Saturday. We are not to worry though because "Good News" if we do not collect from Dunelm they refund the money after the goods have laid in stock for seven days. Bad news is Dunelm are so useless the goods will never make it to the store to lie in stock anyway.”

Helpful Report

Posted 3 months ago

“DO NOT DO BUSINESS WITH DUNELM. They TWICE sent the wrong items and now expect me to sit in all day (8am to 8pm) to await collection so the items can be returned. They will not arrange to refund the payment I made when I placed the order until the wrong items are returned and will not confirm when the refund will be made. If they can't get their act together to send out the right items TWICE that have been ordered and paid for, how can I trust them to refund my money? They have caused me terrible anger and inconvenience - I am 80 years old with serious health and mobility issues and I can do without all this. I placed the original order on line to make my life easier - WHAT A JOKE.”

Helpful Report

Posted 3 months ago

“Dunelm faulty clothes airer dangerous. A few months ago I purchased a £12 own brand airier within 48 hours it had collapsed and broke. ( No weight of clothes on it at this time). I took the airer back to Dundee , because I hadn't got my receipt.i told him I paid by my bank card. I was told that if I wanted a refund I would have to go to my bank and get proof i.e bank statements. The male assistant got quite snappy. I stated there your own make. He then stated that I could have another one. So I came out with yet another one and guess what the same thing has happened, only this time it's cut both of my fingers. I telephoned Dunelm, Kirkcaldy store, to be told that without a receipt they would not consider changing or refunding me my money. I will be contacting trading standards on Monday.”

Helpful Report

Posted 3 months ago

“I bought wallpaper in November and had one unopened roll left over.i asked my daughter to return it to the Newport store but they couldn’t travel my purchase on their system. As I had a nasty virus I couldn’t return the paper myself.When. I tried to change it in the original store in Cwmbran .it was declined because I didn’t have the receipt and out of time .The manager away most unhelpful.”

Helpful Report

Posted 3 months ago

“I’ve just collected 8 glass mugs from Dunelm at Spytty. The customer service assistant struggled to find enough paper to wrap the items in, and in fact gave me the impression she was doing me a favour by supplying any wrapping at all! The paper she gave to me to wrap them myself was scrunched up and full of holes - obviously already used! And then to add insult to injury when I requested something to put them in, with no boxes available, she suggested I put them in a bag but it would cost a further 25p. I was incensed - and as I said, insulted, she called her manager to ask if she could give me a bag, her manager agreed. Whilst it’s great to be able to supply items like this individually, the store needs to be able to provide adequate wrapping to protect the items during transit! The service was appalling.”

Helpful Report

Posted 3 months ago

“first order partially delivered 1 unit of 4. Advised to wait until the items arrived . I work so I need a delivery date I can trust. Managed to get a replaced order advised it was on its way, cancelled early morning of the day of delivery again. So so far £1100 of goods not delivered, lost somewhere in the system. Two days of work wasted and time spent emptying and moving existing furniture for nothing. Useless customer service, poor communication and hopeless company”

Helpful Report

Posted 3 months ago

“Unsafe!!! Don’t be fooled! The quality is terrible. After a few weeks, you'll be left with an unsafe piece of wood as sofa that's a danger to your family's well-being. Tho M twice and even thousands of times if necessary. The warranty is not real !!!”

Helpful Report

Posted 4 months ago

“Dunelm sold us some defective curtain linings that we could not use. They refused to give us a replacement as we had lost the proof of purchase. I took them back in the packaging with the instructions. It is their policy!”

Helpful Report

Posted 4 months ago

Dunelm is rated 2.3 based on 1,106 reviews