Dunelm Reviews

Name: Dunelm
Rating: 2.26

2.3 Rating 1,095 Reviews

30 %

of reviewers recommend Dunelm

Company Reviews

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Metrics

2.3

Based on 1,095 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

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“Purchased shower rail from cannock store fell down 4 times in the week and broke a vase that was a present from my parents”

Helpful Report

Posted 5 months ago

“We ordered garden table and chairs and were told it would be delivered by 1st of August Got a message from the delivery company AIT Home Delivery the day before saying there was a problem and to get in touch It turns out that the date Dunelm gave us is the date that AIT received it from them and not the actual delivery date to the customer. Our actual delivery date is now the 6th of August Apparently this happens all the time so be aware that the date you are given is not the customers delivery date. Totally disappointing as we changed our schedule to suit the first date. Very unprofessional and totally avoidable bad service from Dunelm”

Helpful Report

Posted 5 months ago

“I am Really Upset and very Unhappy, after several issues placing an order online (spoke with 2 advisors via online chat) on the Dunelm website for the 'Elements Peacock Hanging Egg Chair', I finally placed my order for 2 of them along with 2 Singapore black egg chairs as well, all monies were taken, delivery date set for Wednesday 31st July and suddenly today 28/07/2024 I get an email saying I have been refunded, prior email today to the refund one says my 2 Elements Peacock Hanging Egg Chairs have been cancelled and refund sent. No explanation from Dunelm as to why they have cancelled, but I am so very dissapointed as I'm in process of painting my existing wooden garden furniture to match these peacock chairs , that are now not arriving ! The chairs were in stock on the website at time of ordering on 22/07/2024 so I have no idea why they cancelled them, this was an order of £567.15, it was personally my first order with them, and if this is how they treat their customers, it may well be my only order with them now. I am one very unhappy customer tonight, yes Dunelm are refunding me and rightly so, but that is beside the point, if items are in stock at the time of ordering and payment taken in full, then the items should be delivered as they were booked in to be. I really do not know what else to say except I think this is very poor of Dunelm.”

Helpful Report

Posted 5 months ago

“Bought a saucepan today from Blackpole store. Specifically asked if it was appropriate for an induction hob. Assured it was. Guess what ? It doesn't work. A 25 mile trip wasted pllus 25 miles to return it.”

Helpful Report

Posted 5 months ago

“Sorry but you have a very poor delivery service worse I’ve ever known no camncation don’t stick to delivery dates ether ! 😩I’m still waiting”

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Posted 5 months ago

“Went to Kilmarnock branch to buy two rugs. The price on the rug stand was £22, no price on the rug itself only a bar code. Bar code couldn't be read at the till so assistant looked up the code and they were £30 each. I disputed the price and after looking into it the assistant told me that the carpet price on the stand was for old stock. Do you really think that this customer service is acceptable whereby items are being purchased with incorrect bar code at the till and the price is different on the stand. I did purchase the rugs but this has put me off buying from you in future.”

Helpful Report

Posted 6 months ago

“Was told my order would be delayed so I cancelled the order only to be told the item had been delivered by DHL,it did NOT get delivered don't know who are worst dunelm or DHL,bunch of idiots who haven't a clue how to run a business, they couldn't run a tap.”

Helpful Report

Posted 6 months ago

“My 16 years old daughter was refused fabric dye?? Never heard you have to be over 21 to buy Dylon fabric dye. Not only but, the shop assistant called the manager because I said I'll buy it and couldn't sell it to me because she knew it was originally for my daughter. No other place has this restriction. This was in Hastings branch”

Helpful Report

Posted 6 months ago

“I purchase a lot of products from Dunlem for my business and home this is the first time I have ever been disappointed in any product. The product I bought was a dunlem set of cotton own brand bedding for my granddaughter, the day after when I visited her I popped into her bedroom after 1 night of sleeping on them I couldn’t believe how creases and shabby they looked.I went into the store. to collect a oos order and mentioned it to the sales assistant how unhappy I was about the product I bought she told me to wait and fetched the store manager her response was we can only exchange our refund Bedding that is faulty which in my opinion is faulty. I have never purchased a set of bedding that after one day, looks so bad.Very poor customer service to just ignore what your customers experience is .Iam afraid I will not be going into a Dunlem store after many years to not even offer a exchange to a more expensive product of better quality is very short sighted”

Helpful Report

Posted 6 months ago

“Had problems with a delivery: phone call promised never materialised, time slot given was not adhered to, delivery men were rude and unhelpful. Made a complaint to Dunelm. The response told me what SHOULD have happened, not what did. The woman I complained to ended her email by saying "I hope you have a lovely day". Crass. Insensitive. Total lack of self awareness.”

Helpful Report

Posted 6 months ago

“Great items at great prices, and wonderful customer service.”

Helpful Report

Posted 6 months ago

“feel let down by dunelm”

Helpful Report

Posted 6 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 6 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 6 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 6 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 7 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 7 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 7 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 7 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 7 months ago

Dunelm is rated 2.3 based on 1,095 reviews