Dunelm Reviews

Name: Dunelm
Rating: 2.25

2.3 Rating 1,107 Reviews

30 %

of reviewers recommend Dunelm

Company Reviews

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Metrics

2.3

Based on 1,107 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

“This company want proof fro me of them not packing delivery in a new state. I can’t understand them. I will never shop with them again and suggest you don’t. Customer care also a nightmare”

Helpful Report

Posted 2 years ago

“Really bad customer service in the Enfield store from till staff. Suggest just implementing self service checkouts!”

Helpful Report

Posted 2 years ago

“Dot use "made to measure". Hands down the worst company I ever had to deal with. Order: 81664890. Customer: Amanda Masello. We have used your "made to measure" service and we are extremely dissatisfied with the overall experience with Dunelm. 1. They sent Juan, the technician, who measured the spaces to order the curtains in the correct bespoke sizes. 2. Payment was made in full on 22/08/2022. Order placed with Dayle Hughes, an online consultant, again to ensure that everything would go smoothly. 3. More than a month later - on the 27th of September - Juan came back for installation but he had partially the wrong products. He was missing the voile and one of the rails had the wrong colour so it couldn't be installed. 4. Yet another month later - on the 31st of October - Juan came back with the same wrong colour (!) but at least he had the voile. The issue is that the voile measure is wrong – it's touching the floor quite a bit and doesn't look good. The reason we chose made to measure was to ensure the curtains sit just above the floor. 5. They said they'd reach out within the next 24h to resolve everything. They didn't. 6. After three days, I decided to call them and after waiting 35min on the phone, the attendant simply HANG UP after I politely but firmly explained the situation. The whole experience has been horrible from the get-go. Dayle Hughes, the person whom I placed the order with, tells me Juan has everything he needs and Juan comes to my house with missing info and products, saying it's the warehouse's fault, that they should've ordered the items correctly, etc. The point is that the customer is treated like a clown who wastes time trying to get what has been paid for. More than two months have gone by. We need: - The correct rail 3.80 cm in matt black for our living room. - The voiles need to be fitted in that pole properly. - The office voiles need to be shorten the turn-ups so they do not touch the floor. We sincerely hope to hear from you soon to amend what has been an appalling experience or give us our money back.”

Helpful Report

Posted 2 years ago

“Stay away from this company, they sell unusable products. We have ordered a custom made blind which they delivered with a cord too short to use. When made a complaint they hid behind child safety regulations in order not to do anything about it. Unusable product, waste of money, horrible customer care. Stay away by all means.”

Dunelm 1 star review on 31st October 2022

Helpful Report

Posted 2 years ago

“Bought a pair of thermal curtains size 90 inches X 90 inches. I measured them and found they were 87 inches X 87 inches. I took them back for a refund.”

Helpful Report

Posted 2 years ago

“Good product but appallingly bad customer service from the Fareham store. I say service but it is almost nonexistent. It seems almost as if it is designed to fend off customers. I was told my receipt would be e- mailed to me, it wasn’t. I was told that I needed it if I had to return or exchange the items I had purchased although, as I was told later this was not true for a delivered item except I still needed the receipt The store had no customer service to help me and my questions were answered by the woman saying that the store could do nothing. I asked to see a manager and was told that they wouldn’t help me either as no one could look up my order number. The assistant tried to call customer service but, no surprise, could not get though. I was given the number to phone myself. The website has a live chat option but don’t hold your breath trying to use it and it took me nearly 30 minutes to speak to someone who did manage to send the receipt. Even the music and messages every few seconds seem to be calculated to make you give up. The website seems designed to make anything difficult.”

Helpful Report

Posted 2 years ago

“Ordered 3 items online. Delivery by 8/10. On 7th tracking info showed item in EVRI's Hub where it has remained. On 11/10 used online chat was promised update and they would contact EVRI. On 12/10 was told they couldnt expect answer from EVRI for 72 hours which is appalling and unacceptable. Cancelled items ....but they will not refund until EVRI have returned goods to Dunelm. Having dealt with other online shops this is by far the worst Customer service i have experienced. Normally companies go out of their way to turn a negative into a positive. Not so Dunelm- Do not use. However, I have no issue with the shops themselves.”

Helpful Report

Posted 2 years ago

“Bought a hotel collection duvet set ,which i thought meant cover and 2 pillow cases .Actually it was just a cover ! Secondly ,it was screwed up in the packaging so looked like a rag. Thirdly the closure had buttons placed so far apart,they hardly close it and gape showing the duvet inside and finally,the satin stripe is only on one side! Absolutely mega disappointed.Expensive rubbish,i'll stick with marks or wilko in future!”

Helpful Report

Posted 2 years ago

“The item I received was faulty so I contacted via email to arrange for it to be replaced however the response time was over 72 hours as stated on the website as response time. After finally getting a response for over a few days they said they will arrange a replacement and collect the item. I’ve clearly stated to collect it on Thursday however no courier came. I wasted a whole day waiting for the item to be collected confirmed by them . After numerous chasing for two weeks they said they will arrange for the item to be collected next Thursday. Thursday came again no one came to collect it. the apology was not sincere. The courier then collected on Friday without my consent luckily I was home however I have wasted two days waiting for a collection which clearly they did not book. Mistakes they made twice. okay so the item was collected and I wanted a refund due to their poor service I messaged immediately for a refund as the item has arrived at your warehouse however no response. I chased on live chat instead the woman was helpful and issued a refund immediately however the response I received from email after 2 weeks called Mark saying an refund has been issued without apologising”

Dunelm 1 star review on 29th September 2022

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Posted 2 years ago

“Easy to choose and buy towels and sheets great selection of trendy colours.”

Helpful Report

Posted 2 years ago

“Purchased a pair of made to measure curtains from the Hatfield branch. The staff at the curtains department were very helpful and efficient. If i was just rating them it would be 5 stars. However, its the end product that is getting the two stars. Firstly there are 2 seams in each curtain. If i wanted lots of seams i could have bought cheaper ready made curtains and sown them up together myself. i probably would have done a better job. The curtains were not pressed so the seams stuck out. when i ironed them i could see the stitching was wonky and the finish is very amateurish. i needed curtains urgently so i have kept them. i was planning to get new curtains for my through lounge but i won't be getting them from Dunelm now.”

Helpful Report

Posted 2 years ago

“I’ve just had a rug delivered and had to ask him to bring it into the room. I was then left to unopened it myself. I’m not sure if I like it but the procedure to return it is hard for a 75 year old lady on her own. Can you help me?”

Helpful Report

Posted 2 years ago

“AWFUL. Sent me a bed that cannot be built. They have still not rectified the matter 4 weeks later and are at no risk of doing so. I've not heard from them despite my numerous attempts to clarify what is going on. Laughable really. The worst customer service I've received in a long, long time! Hard to believe that companies can still get away with this sort of behaviour. Avoid this sham company at all costs!”

Helpful Report

Posted 2 years ago

“We were asked to leave the shop in Norwich yesterday , due to having a very small assistantance dog . With all his information on, as no dogs allowed in their shop! We go in hospital with him an restaurants , why are people with mental problems told to leave the furniture shop, won’t ever go in there again, really bad situation!”

Helpful Report

Posted 2 years ago

“Was at the Bolton store today The lady in the curtains department was so helpful with a great friendly smile 😊 This lady made my day ,thanks again”

Helpful Report

Posted 2 years ago

“Cannot get anyone on the customer care phone. Promised a delivery that the delivery company could not find. I phoned head office of Dunhelm in working hours and it was not open. Very disappointed in such a household name store. Really poor service in my opinion. They still owe me a delivery charge.”

Helpful Report

Posted 2 years ago

“Bought a circular foot stool - the type that is filled with polystyrene balls stuffing. It became somewhat deflated after a few weeks of use so I bought a bag of the stuffing to top it back up. The stupid design has both the zippers stitched so that the pull tag is INSIDE the bag - the logic according to the tag being that it is child safe. Yes but how do you open the zipper n the outer and inner bags to replace or top up the filling - you cannot. Other makes put the zipper on the normal way round then remove the pulling tag, so that an adult can then use a paperclip to pull open the zip - logical. I am now left with saggy stools - thanks Dunelm you are useless.”

Helpful Report

Posted 2 years ago

“Today we went into Dunelm in Chichester I would just like to say a BIG thank you to Vicky who really helped us she was very professional and really helpful nothing was to much trouble she stayed really calm and there was a couple of us waiting to see her what a lovely lady”

Helpful Report

Posted 2 years ago

“I ordered the blake chenille corner unit in store amazing after service emailing me right up to delivery very impressed with my service and the corner unit is soft stylish and comfortable”

Helpful Report

Posted 2 years ago

“Dunelm don't care about customers Ordered a large item for delivery today. Just chased as item not showing on DHL, oh we have a problem. Check back in a few days!!!!! Taken the day off work at my expense, their answer is to cancel the order. GREAT CUSTOMER SERVICE 🙄🙄🙄”

Helpful Report

Posted 2 years ago

Dunelm is rated 2.3 based on 1,107 reviews