Dunelm Reviews

Name: Dunelm
Rating: 2.26

2.3 Rating 1,092 Reviews

30 %

of reviewers recommend Dunelm

Company Reviews

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Metrics

2.3

Based on 1,092 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

“AVOID AVOID this company. never got item . no customer service refund after 3 weeks. while waiting for Dunelm to do anything about missing parcel I ordered same item £40 less from an excellent company who delivered promptly to an exact agreed time to the minute !!! Furnishop uk”

Helpful Report

Posted 2 years ago

“If I could rate 0 I would. Appalling Customer Service. Requested a refund weeks ago and keep getting told that they have paid it when they haven't. Will never purchase another item from them.”

Helpful Report

Posted 2 years ago

“What a bunch of cowboys,i placed an order 10 days ago and still nothing..evri have given me 1 hour delivery slots on 6 occassions and never turned up once…what a outfit and now i cant speak to anyone to cancel my order… AVOID AVOID AVOID…..”

Helpful Report

Posted 2 years ago

“I am so furious . I payed 130 pounds for one of your rugs . I haven't recieved been waiting so long. I did receive it but it was badley Damaged and went back. We keep getting emails it's on its way then get another one changing the date. We have a few dates then it's be delayed having heard any thing since . It's not good enough. Won't buy from you again.”

Helpful Report

Posted 2 years ago

“I ordered some curtain poles online for collection. I realised 5 mins after that I had mistakenly ordered shiny instead of Matt so I called them straight away. Was on hold for 20mins and the phone went dead. Called straight back was on hold for 10 mins explained situation but was told I could not change order as it had gone through. They couldn’t give me a refund as I’d arranged an in-store pick up!? That the store can not give me a refund unless I take it back? But could possibly exchange it if they have what I want in stock. I explained I have MS are moving house and I need them as soon as possible could something else possibly be done as I have to be taken to the store by my daughter and she can’t take me until another two days time and the woman hung up on me. I know this was my mistake however the customer service I feel has fallen very short and very rude. I called them back within 5 mins of the purchase! I only want to swap it for Matt - I’m not asking for my weight in gold dunelm?”

Helpful Report

Posted 2 years ago

“I was cut off by the agent in the middle of my live chat response, obviously wasn't typing fast enough for Dawn! My order is late as the carrier Evri haven't delivered along with most of the parcels to other people in my locality. According to others accounts I have little hope of receiving my parcel. Dunelms online shopping is not fit for purpose. Goods are not delivered! Pointless waste of time.”

Helpful Report

Posted 2 years ago

“I am usually very happy with the service at my local branch in Hemel. Sadly I feel let down by the incorrect information that one of the staff at the till gave me which has left me with £500+ of curtain that I do not want! If you have bought ready made curtains and on opening the pack decide that the colour is not right in the light of your room then do not be fobbed off with the information that once opened they can not be returned. I was told this so missed the deadline of 28 days to return goods as it was not until later that I saw the returns policy. Customer service could only send out a generic response and tell me that the 28 days had passed. Buyer beware; please look at the small print and do not rely on the staff having the correct information.”

Helpful Report

Posted 2 years ago

“TOTAL DISGRACE I ordered a Roman Blind from Dunelm. It arrived with the pull cord the wrong side and the drop was bigger than the measurement I had provided. I contacted them and they provided a replacement. This time they managed to get the pull cord on correct side but it was still too long a drop so it bunched up as it was to sit in a window recess. I contacted them again and they are are refusing to provide a further replacement. I am flabbergasted as they have not even given a reason why. They are refusing to respond to my emails even though I have made a formal complaint. I have tried several times to contact them by phone with no success due to the very poor system that people have referred to below. This company is a disgrace. I will be contacting trading standards and going through the small claims courts. Use at your peril.”

Helpful Report

Posted 2 years ago

“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

Dunelm is rated 2.3 based on 1,092 reviews