Dunelm Reviews

Name: Dunelm
Rating: 2.26

2.3 Rating 1,093 Reviews

30 %

of reviewers recommend Dunelm

Company Reviews

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Metrics

2.3

Based on 1,093 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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Dunelm 1 star review on 12th November 2024

Anonymous

Dunelm 5 star review on 23rd October 2024

Linda Shields

"UPDATE: contacting the CEO or any other team members and they'll either ignore you or refer you to the Customer Care team without ever responding to you personally. The Customer Care team just dismiss everything we say or ask, and didn't know the facts regarding how to clean the sofa as per the video and instructions on the Dunelm product page for the sofa. Michelle from the Customer Care team had to confirm the correct way to clean our sofa after she argued and accused us of not following the guidelines, based on wrong facts and details in the Emmiera report by Russell. Michelle from Customer Care just keeps telling us that she is going along with the wrong information and won't look into it any further or work out a resolution. We have tried taking this issue to West Yorkshire Trading Standards Service ADR scheme as per the Dunelm Complaints procedure. It states that if you are unhappy with the resolution from Dunelm, you can contact ADR... but the catch, if you try - you have to have consent from Dunelm that they'll participate. Dunelm has declined to participate and told us to go to Trading Standards instead.\r\n\r\nJust a heads-up for anyone considering the Carson Deep Sit Vivalife Stain-Resistant Fabric Corner Sofa from Dunelm. We bought it in November 2022 for \u00a31,314.05, and it\u2019s been nothing but trouble. Here\u2019s what we\u2019ve experienced:\r\n\r\n- Mould is growing inside the cushions\u2014even the ones that haven\u2019t been cleaned.\r\n- Despite being advertised as stain-resistant, the sofa stains and turns blue\/black when cleaned according to the provided instructions.\r\n- There's a strange black glitter-like substance that transfers to skin and is hard to remove.\r\n- Dunelm sent a technician who initially told us it was a manufacturing fault, but their final report falsely blames us for \"using the wrong cleaning methods.\" The report is full of mistakes, including irrelevant advice about cleaning garden furniture!\r\n- The sofa cushions are supposed to be water-resistant, but they\u2019ve clearly soaked up moisture, causing the mould\u2014despite us following the instructions and air-drying the cushions.\r\n\r\nWe're being accused of mistreating the sofa without any real proof, and we're stuck with a product that doesn't meet the standards of the Consumer Rights Act 2015. If you're looking for a sofa, I\u2019d steer clear of this one."

Dunelm 1 star review on 22nd October 2024

HAR

Dunelm 1 star review on 30th August 2024

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

“Absolutely brilliant member of staff at Dunelm, Weston super mare, Jenn in the restaurant is phenomenal she goes the extra mile to keep the customers safe, cleaning all tables and chairs as well as organizing customers so that everyone is socially distanced and all with a lovely smile. Fantastic service well done Jenn.”

Helpful Report

Posted 4 years ago

“Great customer service today at Dunelm Birkenshaw Trading Estate Uddingston from Holly when she was managing the queue outside and also later at the till point. What a really helpful, approachable and friendly staff member. I was shopping with my daughter on Sunday 25th October.”

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Posted 4 years ago

“I went into Don elms in rugby and purchased a chest of drawers the staff at the branch was so professional I just wish every company could offer Customer Services like Don elms I’m so happy with my purchase I would like to say a big thanks for all the help I received while I was in store thank you done elms”

Helpful Report

Posted 4 years ago

“Purchased some bedding today and the lady who served me muttered something and I just smiled at her, later when I got home I started to open the purchases, soon as I took it upstairs I could see the colour was not going to match my decor, it looked different in the shop, I was shocked when I looked closer at the package and it said once opened no exchange or refunds due to hygiene issues. So I've basically just wasted my money, shame on you Dunelm........ Wish I'd of purchased elsewhere and I'd of had no problem returning it, for god sake you can return underwear and swimsuits with a receipt ....”

Helpful Report

Posted 4 years ago

“I love my beautiful green vase and the light twigs.”

Helpful Report

Posted 4 years ago

“I bought a bottom sheet and duvet cover. Sheet was damaged. When I returned it, the girl was so rude and unhelpful, not wanting to refund their faulty goods. When spending that much money on a duvet cover you would expect it to come with pillow cases, sadly not, so I had to buy them separately. Not value for money, very thin material, advertised as 100% cotton but horrid feel, easily creased.. Would not recommend. You can’t return bedding but in my opinion it’s substandard and not as advertised. I feel I’ve been ripped off.”

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Posted 4 years ago

“excellent, professional, friendly service from staff at bromborough store, in particular Katie who spent time discussing the sofa i plan on purchasing. she was very knowledgeable and patient thank you Katie x”

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Posted 4 years ago

“I paid £135 for 5th Avenue curtains and the lining is all wrong causing curtains to not sit straight. Very disappointed to pay this kind of money for curtains”

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Posted 4 years ago

“I bought a mattress topper. Took it home and tried it on my bed. It was obviously substandard. I tried to return within hours but this ‘law breaking’ company refused to exchange. Managers (I talked to two) both unhelpful, rude and argumentative. Shoppers beware !”

Helpful Report

Posted 4 years ago

“Ordered 2 lamps and when arrived 2 shades were damaged,arranged with a store to exchange, and when I got home 1 of those shades was also faulty,they dont care once they've had your money,no customer service, no idea at all!!”

Helpful Report

Posted 4 years ago

“I wanted to thank a young man in Slough dunelm. His name is sati he works in the homewear department in Slough. I was shopping with my wife and kids. We was greeted on site with a friendly manner. We were seeking for home accessories. He listened to what my wife wanted he asked open questions. After listening he showed us around he recommend items which other stores or staff didn't do. He also recommend that if we were after anything we saw online he can order it while we were shopping in the store. Me and my family are extremely happy with the service Sati provided. So thank you Sati for all your help. Dunelm slough should be very lucky having staff like you work for their company. Thank you.”

Helpful Report

Posted 4 years ago

“Ordered voyle, waited for tel call when it arrived in shop. No call so visited store, after extensive searching through paperwork and back of store they informed me it may have gone to Carmarthen store.They checked with Carmarthen store and it was there, they stated this happens all the time. Was then informed they would ring when in Llanelli store. Waited a few days and no call so went to store, goods were there. Checked goods at home they were wrong. Returned goods to store and they returned to supplier. Waited for call. No call so called in store, and goods were there. Order date 13/07/20 - Est delivery 10/08/20 - Goods finally received 21/09/20”

Helpful Report

Posted 4 years ago

“The customer service response to my on line enquire got back to me really quick”

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Posted 4 years ago

“Services is beyond a joke it's bloody diabolical, it's one of those business you wouldn't care if they went in to liquidation, the sooner the better I say.”

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Posted 4 years ago

“Ordered 2 chairs then received txt message a day after my payment was taken that the chairs were no longer available as discontinued. a week later no refund after 2nd call at trying to get refund processed and after being kept on hold for a long time was told that it was an IT Error and unless customer calls them no refund is processed I will never order from Dunelm again discussing customer service”

Helpful Report

Posted 4 years ago

“Absolutely poor customer service , delivered wrong colour rug we waited weeks for , then no response from them , only reason ordered on line , because just out off shielding . Looks like will have to return to store now ; had it a week with no reply from CS . And how they can stick grey , mustard label on a teal rug rug is beyond me .”

Helpful Report

Posted 4 years ago

“Just received a duvet cover set and the quality is terrible. The duvet cover is covered in stains and one pillow case is the wrong shape and is ripped. It’s not easy to contact customer services other than a short online message. My first order from Dunelm and I won’t be ordering again. Sarah”

Helpful Report

Posted 4 years ago

“dunelm poor service on click and collect you order and pay then 2 hours later you get email to say out of stock they can take your money out of your account straight away but they can't put it back in the same”

Helpful Report

Posted 4 years ago

“Visited the Botley Road, Oxford store today, the store Manager (female) doesn’t have any people or customer service skills. She is cold, unfriendly and quite rude to customers. I won’t be visiting that store again.”

Helpful Report

Posted 4 years ago

“As a colleague and customer at dunelm, there is a lot that needs to be done in the slough store. From constantly being short staffed to being underpaid there’s many problems that come with dunelm in slough. We have no security yet thieves thrive throughout the shop and us as staff are expected to stop them putting ourselves at risk, colleagues are forced to stand out in the pouring rain and unbearable heat for hours of their shift with no swap over of people just so there’s always a “meeter greeter”. The manager Alpesh, needs to be changed plain and simple he has no people skills, doesn’t know how to talk to customers politely unless his manager Marcus or Rory is stood next to him, he disregards colleagues feelings and needs, and doesn’t know how to use the technology and most of the basic skills you gain from the shop. He embarrasses colleagues infront of customers which isn’t only horrible it’s just plain unprofessional. He is money hungry and doesn’t care about people. He pays a normal colleague management wage, gives her management hours because she’s a “key colleague” yet everyone else who falls under that section receives normal pay and normal contracted hours. The slough store overall is in shambles, and something needs to be change before i start talking to the papers because it’s honestly disgusting how people are treated there, and countless complaints have been made about the treatment and management yet nothing has been done. Glad to see the back of that place and i’m sure most people who are there now will be too.”

Helpful Report

Posted 4 years ago

Dunelm is rated 2.3 based on 1,093 reviews