Dunelm Reviews

Name: Dunelm
Rating: 2.26

2.3 Rating 1,095 Reviews

30 %

of reviewers recommend Dunelm

Company Reviews

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Metrics

2.3

Based on 1,095 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

“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 4 days 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 6 days 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 1 week 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 1 week 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 2 weeks 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 weeks 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 weeks 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 4 weeks 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 1 month 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 1 month 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 1 month 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 1 month 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 1 month ago

“If no stars were available this is what they’d be getting. Shocking experience from start to finish. Their customer service is shocking. Placed an order in the week and this was cancelled without giving a reason. They then asked me to reorder it, which I do to then request next day delivery. I waited in for this item all day as it was a large item and then they messaged me in the evening to cancel this item again. Shocking company. Do not order large pieces of expensive furniture and they will take your money instantly and not deliver it. When I’ve tried talking on the live chat, the lovely Declan C decided to end the chat with me so then I couldn’t communicate further with Dunelm. Stay way clear. Reading some of the view their items and look cheap and tacky anyway!”

Helpful Report

Posted 1 month ago

“Tried for over an hour today to buy a rug online. Won't let me sign in as my email has changed since last purchase. Followed their instructions on how to change email address - doesn't work! Tried to open new account- doesn't work! Tried to ring customer services but, after being on hold for half an hour, gave up. Dunelm, you need to have a word with yourselves! You have just lost a customer and an expensive order!!”

Helpful Report

Posted 2 months ago

“Dulnem's con man driver delivery system, damaging your product and losing time and money”

Dunelm 1 star review on 12th November 2024

Helpful Report

Posted 2 months ago

“Martin at the Lowestoft branch of Dunelm was an absolute star so helpful .... My problem with product very effeciently dealt with and resolved”

Helpful Report

Posted 2 months ago

“I placed a click and collect yesterday evening at 6.30pm. My email said the order should be ready to collect after 2 hours. The store closed at 8pm and reopened at 9am the next morning. I went into the Maidstone store at 9.30am, thinking that was 2 hours of opening time overall (6.30pm to 8pm and then 9am to 9.30am). I was told that my order wasn't ready to collect yet, which under normal circumstances is fair enough. But my mum has just been diagnosed with terminal cancer and only a few months to live. I was told at 5.30pm yesterday evening that she was going to be moved to end of care accommodation at midday today. The end of care accommodation has no net curtains or regular curtains and is overlooked by a road and other houses. I desperately wanted to get my mum some net curtains put up before she reached the accommodation at 12.30pm and so I apologised to the staff for coming in right on 2 hours of collection time, but explained that my mum is terminally ill and needs net curtains to protect her privacy in her end of life accommodation from early afternoon today (she will need to be strip washed in bed and have her incontinence pads changed in bed - she will be 100 percent bedbound and cared for by carers). I don't want people seeing my mum naked whilst being bed washed, which is the reason why I needed the net curtains so urgently. I did my best to explain this to two members of staff at Dunelm Maidstone and I was really friendly and polite. I even offered twice to go and get the items from the shelf myself and cancel the click and collect order, but they refused to let me do this. The first member of staff was quite stroppy with me, and moaned at me for a good two minutes that I was early and shouldn't have come in before I received a collection ready email. The second member of staff literally raised her voice very loudly to me and ranted and raged that I'd turned up early. When I explained about my mum being terminally ill and apologised for being early, they both ignored me and wouldn't even look at me. They both just walked off after I'd paid for me order and didn't say anything in response to my apology or to me saying my mum is terminally ill. I was humiliated because they ranted at me in front of several other customers. I was so embarrassed and shocked by their raising voices at me and ranting at me that I almost burst into tears when I left the store. When I got to the end of life accommodation I had a big cry in private about how they'd spoken to me. No matter how early someone turns up for a click and collect order, they don't deserve to be ranted and raged at and embarrassed in front of other customers. I have complained to the customer service department online and all they said was that customers shouldn't turn up before receiving a click and collect ready email and that my complaint will be passed to the Maidstone store, but that they never give feedback on a complaint. Again, there was no apology or kindness from the customer service team either. I doubt I will ever shop in Dunelm Maidstone ever again. Heartless and rude and shouty staff.”

Helpful Report

Posted 2 months ago

“AVOID AVOID AVOID AVOID AVOID AVOID Unfortunately cannot give zero stars or what should really be minus stars! My advice to anyone thinking of using their online service is DON'T the company will give you a delivery date which will not be met so you have to rearrange any tradesmen again. Delivery of fragile goods such as ceramic item will have zero protective covering such as bubble wrap or polystyrene . As for any level of customer service; this doesn't exist anywhere in this company. I have written up to board level and got no reply. The majority of the customer service staff cannot even read the email you send and if you do get any form of response it will be utter cr*p. I live in Scotland and they thought that was in the Channel Islands - their intelligence levels are on par with an Amoeba! I gave up trying to resolve the poor customer service level for the sake of my own health. JUST DO NOT BUY ANYTHING FROM THEM.”

Helpful Report

Posted 2 months ago

“The lena metal canisters i have purchased from your shop are outstanding value , got them in the 3 colours 9cm across if any one needs the size , using them in my kitchen , there priced at £2 each , brilliant value.”

Dunelm 5 star review on 23rd October 2024

Helpful Report

Posted 2 months ago

Dunelm is rated 2.3 based on 1,095 reviews