Dunelm Reviews

Name: Dunelm
Rating: 2.26

2.3 Rating 1,088 Reviews

30 %

of reviewers recommend Dunelm

Company Reviews

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Metrics

2.3

Based on 1,088 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

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“feel let down by dunelm”

Helpful Report

Posted 5 months ago

“Twice I have taken time off work for blinds to be fitted and on both occasions, fitter never turned up - the second time without any contact telling me the appointment couldn't 't be kept. I wrote to their CEO in mid-June no response. Still waiting for even an acknowledgement. The business is a joke! Avoid. I plan to visit my store in person tomorrow for a few home truths.”

Helpful Report

Posted 5 months ago

“Placed an order on the 7th and instantly cancelled it as it went to the wrong store, was told i would receive a full refund, they only refunded £14 out of a £113 order. Their customer service is a joke along with their refund policy. They said the London store needs to sort it or to go into the store (over 4 hours away) I've tried calling the store it just rings and rings then says no one available then hung up. I've spoken via the live chat over 10 times and they say nothing they can do and that the store will sort it, yet the store doesn't answer calls nor responds to emails, even emailed the store manager and no response. Their refund policy clearly states 3 - 5 working days but they don't plan to follow their own policy. Avoid buying anything online from them! Never had a problem buying from their stores directly”

Helpful Report

Posted 5 months ago

“Horrible horrible customer service - would give no stars if I could. Order some goods on a click and collect basis but then got a message from DHL that they would deliver my Dunelm order. Got the tracking information etc. and waited in - until I got a message from DHL that parcel had been delivered to the Dunelm store in Bury St Edmunds. Called the store to find out why DHL had advised me they were delivering to me and got a very rude women who simply could not understand why I was annoyed!!! kept telling me that they have nothing to do with DHL and couldn't imagine why I had got these DHL notifications and told me to contact DHL direct - unbelievably rude and unhelpful - as if I dreamed the many notifications from DHL. Hopeless, hopeless customer service and very rude as well - finally cut me off. I suggest avoiding this company at all costs. Dr. A Finch”

Helpful Report

Posted 5 months ago

“Awful Customer Service - Avoid at all costs TLDR: Awful company, deceitful, do not accept their generic no refund stance, read their policy, challenge and do not give up if in the right, be prepared to take legal action if need be Bought a super king wooden bed frame a little over a year ago. Bed was faulty from delivery, didn’t become clear until a few months later. Initial contact with Dunelm customer service was poor. Almost a year Iater was finally able to get them to send out a “technician” from their partner Emmeria Group. Confirmed the bed had a fault which was as a result of an inherent design flaw and that unless I was happy to accept a retrospective amendment to how the bed was fitted together, he would state that a repair was not possible and that he would inform Dunelm of this. I was advised that this could take up to 48 hours for them to receive 1 Week later I had not heard from Dunelm so I emailed them and asked as to why this was, in addition to requesting a full refund for the bed due to the fault and that as the fault is inherent a replacement was not an option as per their own policy. 24 hours later I got my first response stating “as per the warranty of this product, we won’t be able to refund here, all we can offer is a repair or a collection and replacement”. This was to be their mantra for many, many emails that followed where Dunelm attempted to do nothing other than fob me off. From this point on there were further identical responses from a different customer service agent each time before the responses and excuses begin to change to “ Under our company policy as outlined in our terms and conditions, when a faulty item is reported to us after a 30 day period, but within the 1 year guarantee period we are then unable to offer a refund, but are only able to offer a repair, where possible, although in this case the technician who visited you has acknowledged that there is a fault with the bed, which can’t be repaired, or a like for like replacement where a repair is not possible. So, I’m afraid that we will have to stand behind our initial decision to offer a replacement.” Beginning to get rather frustrated I noted that Dunelm’s website makes mention of Alternative Dispute Resolution services and they have a link to this on their website. This link unfortunately is of no help, as it merely provides a long list of ADR schemes, the majority of which only serve specific sectors that would not be relevant, of those that would deal in this area, Dunelm are registered with none of them. When contacted and asked regarding this their response was “In terms of the alternate dispute resolution that you mentioned, you will be able to make the complaint through any of the organisations mentioned all of whom are able to help. We are not registered with a single company or organisation.” Being a completely untrue statement, upon pressing further on ADR schemes, they simply opted to either not respond, or in instances where they did, they completely ignored the subject and answer questions relating to it. My next response from them was then advising that as the item was now over 12 months old as per company policy a refund was not an option. This was followed by a further email saying the same but in different wording. Both of which were responded to making clear that the issue had been reported long before the bed was 12 months old, and also citing the bed was stated as having a 5-year warranty when purchased on their website. Both points ignored and at this point email responses ceased. I gave them a week, then I decided that I was more than happy to incur the minimal cost to take this court as was confident that this would be found in my favour. I contacted them one more time via email and recorded post to notify them of “action before court”. A response was received acknowledging this less than 24 hours later advising that this complaint had been received and escalated and that I would receive a response no later than a few days later. As I suspected after making clear their numerous failures and breaches in my letter relating to court action, they swiftly changed their stance and were quick to advise that a full refund could now be offered and when would I like them to collect the bed. The above, whilst being long winded, is to advise and help others not be fobbed off by companies such as Dunelm, who sell, perhaps only at times, substandard products, and look to simply brow beat customers into accepting they have no rights, when in fact they do. I have reported them to Trading Standards to review their practices.”

Helpful Report

Posted 5 months ago

“Well im sure ur sorry no ur not its all script ile tell u ehy 3 of my pals have had issues regards dunelm & theyve all had same response thrown at them quite sad really & when ive done im gonna get same response so dont waste urs & mine time as a manager at another company feel its very lazy & listened 2 a luvly experienced person things need to change enjoy sitting & doing nothing so sad get a proper job dont dismiss people who work”

Helpful Report

Posted 6 months ago

“This is about the cafe in your walton-le-dale branch. You always seem under staffed. The coffee machine was broke today, not your fault but waited over 15 mins for 2 cold drinks, there was only 2 customers in front of me. The staff you had on were useless, we come to the cafe at least once a week, but today was the worst it has ever been. Normally a young girl is serving , must say she is brilliant, but didn't see her today.”

Helpful Report

Posted 6 months ago

“Logistic system is a nightmare. 2 times now my delivery has been cancelled on the day of the delivery. Same order. And that is after it was confirmed the days before that the delivery is in progress. Took time off work twice, paid tradesmen twice. Jave to do it again. All other items including floors and walls have been fitted to match so can't just cancel the order. Go somewhere else. I will Date of experience: 07 June 2024”

Helpful Report

Posted 6 months ago

“Walking past, and remembered I wanted made to measure curtains for a bedroom. Went in and had to wait 40 minutes to speak to Ellen. She said that before a quote could be issued I needed approximate measurements. I asked if I could phone these through. She said yes. She wrote the number 0121 661 9014 down for me. I called back a few hours later and spoke to a gentleman who said that I could not do this and must come into the store again. He identified himself as Ellen's superior and said she would be spoken to, but was adamant that I was not allowed to give these measurements to Ellen. He was more concerned with keeping his name out of this review than helping me. I believe that if Ellen had answered the phone, I would have a quote, and Dunelm would have an order. This is not how customer service works Dunelm.”

Helpful Report

Posted 6 months ago

“Again after over 2 years of complaining toilets are still disgusting. Mens had both soap dispensers smashed....soooo smelly we have to wait to go over to IKEA!! What is wrong with management that do not update/clean/ these toilets 🙄🙄...... Absolutely awful Dunelm..”

Helpful Report

Posted 6 months ago

“Quick and easy online shop. Also fast delivery and fantastic stock of multiple items at good prices”

Helpful Report

Posted 6 months ago

“I had issues with made to measure blinds when they arrived. I visited Dunelm Bromborough Wirral to discuss my concerns. I cannot fault the instant responses by floor staff and the manager Kyle. The area fitter Dave visited promptly and resolved the issue with utmost professionalism and courtesy. Kyle kept me informed all the time of progress towards the resolution of the matter. This was either by phone or e mail if I could not be reached. I cannot give enough praise for the customer services from this particular branch.”

Helpful Report

Posted 6 months ago

“Garden sofa set. Ideal. Quick delivery. Lovely delivery guys. 100% satisfied.”

Helpful Report

Posted 6 months ago

“Ordered made to measure blinds on 20th April paper work said estimated delivery date 6th May still no blinds on 13th May I keep ringing them customer service is descting keep telling me same old rubbish there very quick at taking your money I will never use them again and will advise other people not to use them”

Helpful Report

Posted 7 months ago

“Very disappointed at the customer service or, should I say lack of, by one of the staff members in Boucher Road, Belfast Dunelm Store. My daughter and I visited the store to purchase curtains. We were unsure of the curtain width it would take for one of our windows. There was a eyelet curtain sample hanging on a pole on display at eye level right beside the packs of curtains on the shelves. The pole did not have an end on it so it was very easy to slip the curtain off the pole which we hoped would help us decide if it was the correct size. We had partially slipped the curtain from the pole when an assistant approached us and said "you can't remove the curtains of the display". We responded that we were just checking the size only to be told "you should use a tape measure" . I replied saying it is very easy to put the curtain on again but the assistant just walked off. There was no offer of help from this assistant. This assistant would benefit greatly from customer service training. Not only did the store lose out on a sale of over £400 for curtains but potentially other sales as we both felt so upset by her approach we paid for a few cushions and left the store. We are both mature adults and have worked with the public over many years and have excellent customer service experience.”

Helpful Report

Posted 7 months ago

“Good experience choosing curtains at Dunelm Trafford Centre with helpful assistant Alison. She was very helpful in guiding me and informing me re sizes to buy. Very pleasant person. Nice store with lots of variety. Pausa Cafe nice too.”

Helpful Report

Posted 7 months ago

“Very helpful store manager Eric went over and above went and collected something from cribs for me thanks bristol brislington”

Helpful Report

Posted 7 months ago

“Very poor customer service , I made 8 phone calls on 25th April 2024 to try and speak to an advisor at the Walsall branch I was told each time after the phone just rang and rang that all the lines were busy and try later , my complaint is on the 16th of this month I asked an assistant for some help with purchasing net curtains by the meter, I told the assistant if she had all the sizes I needed I would purchase them she said YES I have all the sizes , she cut all my sizes till she came to the 48drop and realised she hadn't got that size but was told it was an on going net and she would order it and it will be in 19th April that was a lie, I am still waiting the size to come in to the shop as of today , I was going to buy the 54 drop and alter them myself, this size is showing in stock in the store on line unfortunately they have not got this size either , I desperately needed them for this weekend. I have spent almost £100 and feel very annoyed and disappointed with the way I've been treated by this company DUNELM”

Helpful Report

Posted 7 months ago

“Warrington Dunelm, Winnick Rd I had made to measure curtains made for two bay windows + two ceiling rails to be fixed. Excellent service from start to finish., Lisa was great in assisting us to choose and organise fittings and Mori the fitter was really efficient and helpful. I have always used Hillary’s Blinds but due to poor service I went to Dunelm.”

Helpful Report

Posted 7 months ago

“Theifs upin theif dont buy any form mattress from.them it will be brokennin the first month springs coming out if it shameless service.”

Helpful Report

Posted 7 months ago

Dunelm is rated 2.3 based on 1,088 reviews