Dunelm Reviews

Name: Dunelm
Rating: 2.25

2.3 Rating 1,106 Reviews

30 %

of reviewers recommend Dunelm

Company Reviews

Questions

Metrics

2.3

Based on 1,106 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

Filter: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I have purchased four sets of fitted sheets over the past couple of years and all sets have shrunk after only a few washes. They are now so tight that I cannot get them on the mattress. The second set were from their Hotel Collection 100% cotton. I have laundered them according to the instructions and having spoken to a lady working in the bedding department of another department store I decided to write to Dunelm on her suggestion. Dunelm answered my concern by saying that I should click on the location they offered as it will give me guidance about their bedlinen. I looked at the information and it was totally unhelpful and didn't answer my question. I wasn't asking for reimbursement just an answer why it should happen, so customer satisfaction is obviously not top of their list. Strangely enough when I mentioned the problem of shrinking sheets to a friend she said, "Oh you didn't get them from Dunelm?" So obviously it is a problem that Dunelm do not acknowledge. I feel disappointed because I have always enjoyed my visits looking around their store and other purchases I have made have not been a problem for me but I do view the store differently now. Such a pity.”

Helpful Report

Posted 5 years ago

“Rimini Ottoman double bed. Positives first ! The bed was delivered on the agreed day. Once assembled it looked lovely. Negatives - the instructions for assembling the bed are awful - poor diagrams and the screws, bolts, washers etc are all lumped together in one bag. It took my husband ( who is a skilled and very experienced DIYer) three hours to put it together !! Never before have we seen such useless instructions !!”

Helpful Report

Posted 5 years ago

“A very disappointing experience at one of our favourite stores. We went to Horsham yesterday and it was a shambles. We have spent a lot of money with you in the past year but never again because of rudeness,incompetence and arrogance. We do not have a car and as we had purchased items that were fragile we did not want to carry them around the shops in the most appalling weather conditions.”

Helpful Report

Posted 5 years ago

“Wrong amount of items delivered ,customer services 20 mins to answer , what a joke ,”

Helpful Report

Posted 5 years ago

“I paid £50 to use the curtain home measure and fit service in Taunton Dunelm and was sadly very disappointed. The first man they turned up was unhelpful and had an attitude from the start. I found him quite rude at times. The second man that fitted them was also rather unfriendly and lacked any customer service skills. I fed my concerns back to Karen in the curtain department. The feedback card I was given to go online re how do we measure up was faulty and clearly needs addressing as pointless!”

Helpful Report

Posted 5 years ago

“Found out when returning home that I'd been overcharged at Warrington store. Rang and member of staff admitted item wrongly priced, but said I would have to contact customer services to get partial refund. Rang as adviced, told I couldn't get refund without proof of overcharge, despite giving staff members name in-store, till receipt number, item number, paid by card so could give are details. Told they can't contact individual stores to clarify the info. Being expected to jump through hoops due to their mistakes. Won't be returning to Dunelm!!”

Helpful Report

Posted 5 years ago

“Visited Warrington store, when I got home found I,d been overcharged, contacted store to be told the price on the shelf wrong, and to contact Customer services for a refund. Again, no refund was offered unless I could prove I'd been overcharged! I gave the item number, time of visit and name of store staff who admitted the incorrect pricing. Unprepared to check their own system, but expected me to jump through hoops. Don't think I,ll be visiting Dunelm again.! In question below "How easy was it to get a refund?" no option for "Virtually impossible"I”

Helpful Report

Posted 5 years ago

“Wrong item sent and it took almost 10 minutes to get through to customer services on phone. Have to go out to send item back. Waste of time and poor service”

Helpful Report

Posted 5 years ago

“Duleum Leicester! The service from day one was terrible, I sent an email how disappointed I was. The only reason I went forward with there service as they was the only shop that had crushed velvet I liked. We spent alot of money on blinds in one room, and paid additional service to have them fitted. And they fell off within hours. My husband had to put them back up however he could. And they could only come out over a week later. It has been over a week now, since someone has been out and corrected the problem. Noone has contacted us to apologise, even tho the blinds fallen caused damage. I usually never send emails or write a review, so this shows how annoyed I am with there service.”

Helpful Report

Posted 5 years ago

“I had a bad experience with Dunelm. I ordered a bed and delivery suppose to be 3-5 days. On day 3 I got a message head board from my bed is missing and they have to wait for delivery so my home delivery will be delayed. Two days after they said they they booked my delivery in the next... 7days!! Two days aftet that called be again saying my delivery was moved even further away!!! I cannot deal with companies like this. They wasted 2 weeks of my time and offered 10% off the next order and a good will...I don't think I will buy anything off them again. they also messed my sister's sofa delivery which came without legs so she had to wait one more week for it to come. Luckily she got £80 compensation for it.”

Helpful Report

Posted 6 years ago

“We found exactly what we were looking for in the Nottingham store at a reasonable price (on 28/3/19). However, I was very disappointed by the attitude of the assistant who "served" us. She continued laughing and joking with her colleagues, while paying minimal attention to us.”

Helpful Report

Posted 6 years ago

“Reserved a pan set on click and collect. Had an email stating the reservation and not to collect until i have received notification its ready. After 5 days i still had no notification, so had to get hold of customer services for them to tell me dunelm canceled the reservation because of stock!... they could have notified me of this! Now i cant get the pan set anywhere”

Helpful Report

Posted 6 years ago

“Dear Sirs Attended your Bournemouth store to collect an item that was shown in stock. When I arrived there was nothing on display, the position was empty. I tried to find a member of staff but the two I located were deep in discussions with other customers and after about 15 minutes I decided to leave and order the item on the web and call to collect it another time. As it was shown in stock I reserved it and received an e mail to say I could collect it after 3 hours but please wait for a text message to confirm. I never received any notification as stated so some 4 days later I sent an e mail to customer services asking for someone to confirm some sort of delivery date. Received an auto reply stating replies might take up to 72 hours To date some 8 days later I haven't even received a reply to that! Poor service all round...I seem to remember I had a similar experience last year when I tried to order something else. This doesn't appear to be an isolated matter.”

Helpful Report

Posted 6 years ago

“Oh dear. If they could get it wrong, then unfortunately they did. We bought a new mattress for our new bed when moving to a new property. The latest delivery time was still perfect as it was to be before we moved in. The day before we moved in, still no mattress so next day I phoned to ask where it was to be told it would be another week. When I told the customer service guy it wasn't acceptable as we had no bed to sleep on he said sorry but nothing I can do to speed it up. They blamed the delivery company but offered me a good will refund for the delay. Not happy having to sleep on the floor for a week, but I was promised it would be delivered the following Thursday and this was confirmed by the delivery company he told me. The delivery company phoned on the Wednesday to arrange delivery for the Saturday and I said no, and it had been promised for the Thursday, to be told that Dunelm only processed the order to them 2 days previous, which was 10 days after I bought and paid for it!!!! Eventually it was sorted so that delivery did take place on the Thursday, however 1 week after being promised the refund, still nothing although told it would take 3 days. So another phone call and astonishingly, the refund hadn't been processed. The 2 stars is for the mattress as it so far seems good, but nothing I am afraid for the customer service and delivery. If it wasn't for me doing all the chasing then I doubt the mattress would have been delivered yet.”

Helpful Report

Posted 6 years ago

“Usually love shopping in Dunhelm. Wanted a new sofa and chair so searched their website which is absolute rubbish, unable to negotiate round the site as screen freezes at certain information. So I ordered in store and whilst the staff were very good it took them ages to negotiate the site and place the order as well. Suite ordered, due Dec 1st. No communication. Several calls to Customer Service and an in store visit. Fobbed off several times by them, very upsetting at this time of year and have to keep on to them to get any satisfaction. Having read previous reviews about failure to deliver and receiving damaged goods I was not confident. Through sheer persistence I have finally got my suite yesterday Dec 21st. Delivered by Panther who kept me in touch all the time via e.mail text and phone calls. I personally have had no problem with Panther. the delivery men were polite and helpful. Bad show Dunhelm, well done Panther!”

Helpful Report

Posted 6 years ago

“Wanted to buy a cushion pad, they were all unwrapped, " no packaging" so looked a little grubby! People touching,falling on the floor, even taking them to the till where other items have been is never a good thing so I wanted to convey my thought via the very unfriendly cashier at your store in Oxford She told me very sternly when I asked her to pass my comments on the I Need to go online to complain, So I AM. It's little wonder the high streets dying when you get no customer service skills who seem it's all a terrible Inconvience , so I walked off and bought nothing, if I want a cushion pad I'll buy one online.”

Helpful Report

Posted 6 years ago

“You guys seriously need to take a look at your online store. It's confusing when purchasing and confusing when paying. It is very frustrating. Items in the basket get taken out... takes several attempts using PayPal to pay...”

Helpful Report

Posted 6 years ago

“Ordered 2 wooden blinds the same size but only 1 was delivered but the delivery note states 2 so who's got my blind £50 for 2 small blinds is a lot of money for me really need it as can't put 1 up without the other rang customer services straight away got to wait 72 hour before they can sort it out hope it turns up”

Helpful Report

Posted 6 years ago

Good Morning Suzanne Thank you for leaving your feedback with us. It is indeed regrettable to read that you have only received part of your order. I can appreciate just how frustrating this is when you are having to chase the whereabouts of your order instead of us contacting you to see if you are happy to wait the allotted timescale. This certainly is not acceptable and isn't the level of service we wish to be providing to any of our customers. To assist you further, I have sent a private message to you. Kind regards Stuart.

Posted 6 years ago

“I ordered a sofa-bed from you on the 12th October. 10 days on, I am still waiting to be contacted by customer service for a delivery date. So I will wait a few more days before I ask for a full refund.”

Helpful Report

Posted 6 years ago

Good Afternoon Brian. Thank you for taking the time to leave your review with us. Its in truly regretful to read that you have not received your order for the sofa bed. I can certainly understand the the frustration this may present. I would like to be of further assistance for you, in order to do so I have sent a private message to you. I look forward to hearing from you soon. Kind regards Stuart.

Posted 6 years ago

“Usually impressed with Dunelm have been in the past but really disappointed after waiting the 3-5 working days it's now 7 working days with no sign of the rest of my parcel can't even track it online which sounds as if its not even been sent and no response to my enquiry online even though I have been charged!”

Helpful Report

Posted 6 years ago

Good Afternoon Sc505 Thank you for your reply and my apologies for the delay in my response. I am truly sorry to hear that you experienced a delay in receiving your order. It is never our intention to create delays for our customers. I do hope that you have now received your order, however if you still require assistance I have sent a private message to you. Kind regards Stuart.

Posted 6 years ago

Case reference:01056214 Good Afternoon I do hope that you have received your item and you are happy with your purchase. However if you are still awaiting the delivery, please reply with your order number confirming the name on the account, with billing address and email address used and can you please also include a preferable contact number. I look forward to hearing from you. Kind regards Stuart.

Posted 6 years ago

Dunelm is rated 2.3 based on 1,106 reviews