Dunelm Reviews

Name: Dunelm
Rating: 2.25

2.3 Rating 1,107 Reviews

30 %

of reviewers recommend Dunelm

Company Reviews

Questions

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

Visit Website

Write Your review

Tell us how Dunelm made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

“We are still waiting for Evri to deliver our goods.we paid extra for delivery yesterday. This is the second time in a row they have failed to deliver won't be buying on line again”

Helpful Report

Posted 2 years ago

“Roller Blind broke the second time it was used. The mechanism to raise and lower it has come apart.”

Helpful Report

Posted 2 years ago

“6 pillows ordered online. Pickup from store 20 miles away. Covered in dirt and oil on purchase. Staff were diabolically dumb. No more dumbelmn. Ref: Would not be so bad if they’d bother to send a receipt!”

Helpful Report

Posted 2 years ago

“Terrible after sales support. The item I bought online had various issues and the correspondence is still ongoing to resolve issues months on after purchase! Stay clear!!!”

Helpful Report

Posted 2 years ago

“Absolute rubbish. Do not purchase online from here. 10 days late. Phoned the number who then hung up.live chat was a waste of time they said over 3 days late contact us . Too late no help on phone . Shop elsewhere”

Helpful Report

Posted 2 years ago

“Terrible!! Avoid! I spent nearly £3000, with delivery fees, and didn't get it delivered to my door. Delivery people, very rude. And the wrost: missed items on delivery! It's extremely difficult to get in touch, after a few hours of trying the phone contact (as the only option possible) I spoke with a person named: Gil, that guaranteed me they'd solve the problem. Until today I have NO SOLUTIONS!! UNBELIEVABLE!”

Helpful Report

Posted 2 years ago

“Terrible company, please avoid for your own sake. I’ve had such a traumatic time with them trying to get a refund when the cancellation ordeal was made impossible by their continuing publication of wrong times for their telephone service. I was unable to cancel as their phone lines were closed despite repeated attempts, their web chat line was off line also, and the ability to actually speak to someone absolutely impossible. As a result I am £344 out of pocket through their negligence. They even told my support worker, who in desperation has tried to resolve this issue for me, that the package ( blinds) had been delivered, or attempted but as I no longer live at the property were returned to dunelm. Yet another lie as I’ve just received an email from DHL delivery service telling me that they have received the details of my dunelm order and are waiting for dunelm yo send to them for delivery! Lie after lie and I am seriously out of pocket due to their fault.”

Dunelm 1 star review on 8th December 2022

Helpful Report

Posted 2 years ago

“I cannot stand Dunelm as a company. I have ordered electric blankets recently. One does not fit the bed we bought it for so I tried to return it. I tried to return it through my account online but it said online return was unavailable for the item. I managed to get in touch with someone on their live chat after a long wait. He said the electric blanket couldn't be returned online as it was a large item! It is a single bed blanket. Not big at all. Dunelm are an absolute nightmare to get in touch with if you have any issues. There is no email address, no phone number and no online form for customer services. The only option is live chat which is frequently unavailable, if it is available there is a huge queue. I have waited in the queue only to be thrown off randomly. When I did speak to someone, he was dealing with multiple chats at once which meant he would just go silent at points. They don't appear accept returns online except for items which are absolutely tiny? I'm not going to shop there again tbh. It has just been so bad and unnecessarily stressful when most retailers have a straightforward returns process even if they sometimes charge for it (which I would not have minded in this case). I knew they were a budget brand but their service is worse than anything I've experienced. Avoid, avoid, avoid!”

Helpful Report

Posted 2 years ago

“Ordered items never arrived/delivered. Lies about delivery from both Dunelm and their carrier Evri. Have demanded a refund but received nothing but automated emails from Dunelm (laughingly called) customer service. Don’t use Dunelm, they take your money under false pretence. Boarderline fraud. Just read the other reviews here. Same story time & again.”

Helpful Report

Posted 2 years ago

“I recommend everyone to avoid this retailer. Huge disappointment as I still haven’t got the desk I paid extra to get it by special delivered on Saturday. I have only received one sms confirming they dispatched it and it’s with DHL and ready to be delivered on Saturday morning but no update since then and have been waiting whole weekend and today to receive an update. The only way to connect with them it’s to go to their online chat and wait at least for an hour in queue till someone connects. And they couldn’t do anything but only refund my special delivery £4.99!! Their phone number is closed. The agent keeps saying they have to wait another 72 hours for investigation and neither they can cancel my order, replace or or refund it! Their system wouldn’t allow it!! No manager is available to talk to customers! No emails no phone calls!! Waste of time and energy and ending up with nothing!!”

Helpful Report

Posted 2 years ago

“Dreadful returns policy. I bought a bedding duvet set for £40. Tried it on but it was too big. I tried to return it but was refused as the packaging had been opened. The bedding was unused and only out of the packet for 5 minutes while I tried it on. I will never shop at Dunelm ever again and will be advising everyone else to do the same. This policy is worse than the returns policy at Sports Direct. The customer service isn’t much better, this company don’t care about the customer, only about sales. DO NOT SHOP THERE!!!!!!!!!”

Helpful Report

Posted 2 years ago

“really poor experience with Dunelm, signed up to with my email address to receive a 10% discount code as a new customer. I had signed up and added item's to my basket. i waited for a code which didn't arrive, i contacted customer services which said it would take 7 days for the code to arrive and there wasn't anything they could do. Items removed from basket and won't be going back.”

Helpful Report

Posted 2 years ago

“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

Dunelm is rated 2.3 based on 1,107 reviews