Dunelm Reviews

Name: Dunelm
Rating: 2.26

2.3 Rating 1,093 Reviews

30 %

of reviewers recommend Dunelm

Company Reviews

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Metrics

2.3

Based on 1,093 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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“Height of covid .I ordered online and collected within the hour. Safety measures for staff and customers were A1 and quick service ..Thank you.”

Helpful Report

Posted 3 years ago

“6 days before my order was to be delivered half of my order was cancelled due to out of stock though when I ordered first it was in stock. Then other half I was told would be delayed due to high demand. I will never order again from Dunelm”

Helpful Report

Posted 3 years ago

“I have had quite a few orders from Dunelm. I had one problem with some bedding they didnt have in stock but they took money. I had a nice email saying sorry about it and that they have put my money back into account. Everything else orders have come before date due all intact.”

Helpful Report

Posted 3 years ago

“first item i received was smashed this was replaced and arrived the next day , really happy with my purchase”

Helpful Report

Posted 3 years ago

“Just had two corona wardrobe both side panels bowed I have attached lie them on the floor with a heavy load on the top to get the bow out just because not stack as they should standing them up does this problem these items should be checked bad business I have try to get this right daughter needs them can't wait for replacement I have always shopped at dunelm not happy made the job more work”

Helpful Report

Posted 3 years ago

“My order was due to be delivered 5 days ago . After numerous messages and calls made by me ,and conflicting answers ,nobody seems to know where it is . I've had no communication whatsoever unless I've phoned them (after a very lengthy wait )I want a refund and will never ever order from them again.”

Helpful Report

Posted 3 years ago

“Ordered a full matching bedroom set in Compton Ivory - two bedside tables, dressing table, gents wardrobe and chest of 5 drawers. 3 of the 5 items arrived damaged. A large chunk out of the frame of the drawers, one of the wardrobe doors has big scratch lines down it, the legs of the dressing table stool are split, and the dressing table mirror came with two left side attachments instead of a pair. Obviously they had to be fully unpacked in order to see these issues. Notified Dunelm on the date of delivery but they took 2 weeks (after a LOT of back and forth, with three days between each small bit of contact) to be finally told the faulty items would be picked up. In the meantime, living with lots of half unpacked/half assembled furniture and a toddler running around. Then told a different pick up date of 5 days later than originally told. Still not told when any replacement items would be delivered. Then told to repack the furniture and take it downstairs and outside, since the delivery people will no longer enter the property due to COVID (the two delivery men delivered to upstairs without issue). These are huge, heavy furniture items which can't be repacked into the original state or moved by one person. Asked for a full refund and for all of the items to be recovered at their earliest opportunity when lockdown restrictions are lifted. No-one responded, emailed CEO, noone responded. Asked for phone call, no call. Terrible customer service, delays between asking a question and receiving a response is absolutely shocking. Still living with this state and no idea what's happening since noone will have a conversation.”

Helpful Report

Posted 3 years ago

“I ordered some furniture for my living room and some pieces arrived damaged. I contacted customer services on the same day and emailed them photos of the damage. Collection was arranged in few days, and I had to take day off work, but DHL never arrived despite sending a message in the morning with time window. I contacted customer services on 5 separate occasions since, and always being told that someone will be in touch. 18 days later, the furniture is still in my house, refund has not been processed and I am still awaiting for someone to contact me. I asked for a manager to contact me, but was told they don't have a manager available to call me. Absolutely awful customer services, taking into account Dunelm delivered damaged, poor quality furniture. It's a shame it had to come to this.”

Helpful Report

Posted 3 years ago

“I ordered blinds on the 4th January 2021 meant t be delivered by 11th January no confirmation came through of them to be delivered . On the 11th phoned customer service told they will be delivered 12th January now . On the 12th No delivery from Dunelm called again will be here on 13th or 14th or 15th . Reason for this was they were out of stock but that didn't say that to me when I purchased the goods took payment . No one told me from Dunelm customer service when I called three times what a pathetic excuse no clue what is going on . When I made a complaint they said we value your feedback we are sorry . They don't want there customers the way they treat them . I replied back to my complaint to Dunelm They have offered a £15 voucher How nice . I am so touched by the way they handled things I will not purchase from them again . This is not the first time this has happened to me second time last time i will buy things from Dunlem”

Helpful Report

Posted 3 years ago

“I recently ordered from Dunelm 2 weeks ago and payment was taken. Today received an email to say they cannot deliver the item for another 4 weeks. The email also said I cannot claim a refund until I refuse delivery and the item is returned to them. This was to be a gift so need the money to purchase another item”

Helpful Report

Posted 3 years ago

“A sieve advertised as stainless steel has completely rusted and is unusable. I left a one star review on their website- funny how this has not been published- makes a complete joke of having customer reviews. Rubbish store- will not purchase from here again.”

Helpful Report

Posted 3 years ago

“Dunelm will not deliver a set of curtains, even though I am willing to pay for delivery, I can't click & collect Because of Southampton are in covid19 tier4. And Southampton is 100 miles round trip! I have bought One set of the same at £95 and want a set to match The front window? Customer service say" we can't help you, as we don't do deliverys! Poor service, YES? What happened to POSTING, via Royal Mail?”

Helpful Report

Posted 4 years ago

“I have just received an order of three items, one being a Vileda bucket and wringer. The bucket was in the box minus the wringer. Started talking on live chat to a Judy S about it and as some other people have mentioned I got cut off. She said she was going to contact the courier to verify it and then get back to me ! The courier only delivers the parcels, they don’t know what is in the sealed boxes. I spoke to the courier today and she said there is no way that they contact them, so that is a lie, so I’m not expecting a reply very soon. I then spent half an hour on the phone in a queue waiting to get through to customer services, had better things to do than sit there for half an hour waiting. If there are that many complaints going in it’s no wonder you have to wait such a long time on the phone. I’m not finished with them yet though.”

Helpful Report

Posted 4 years ago

“Ordered online, everything was supposedly in stock, the next day I had a msg to say part of order unavailable, which as part of a set, I cancelled whole order. They refunded only for the item that was unavailable, it took a 30 minute phone call to get the rest of my refund. I am so disappointed I will not order online again from dunelm”

Helpful Report

Posted 4 years ago

“The dressing table was scratched and no mounting for the mirror. Customer service was appalling. They are rude and unhelpful and it took over 2 hours to arrange the return. If you wish to avoid the stress of a return with NO guarantee of a refund, dont use dunelm EVER”

Helpful Report

Posted 4 years ago

“Dunelm are completely incapable of fulfilling any order. Their customer service is hideously bad, no one wants to help you and I've paid for blinds I've not received after being promised a full refund two weeks (lie) My blinds were not even manufactured when they said they were (lie by Alistair) The fitter didn't bother turning up, even though I had an email to say he was on his way. Apparently there was an email sent to me cancelling (again, lie) When half the blinds showed up, some didn't fit (Alistair couldn't get digits right) It's been a joke from start to finish. Avoid like the plague!!”

Helpful Report

Posted 4 years ago

“I would like to have had the option of minus 5 stars for my experience of Dunelm but this was not an option!! I recently purchased a rug and paid in full up front . Wrong colour rug delivered so gesture of £59 reduction on replacement was made by Dunelm. I returned the rug to the store (which was not an easy task for me and my husband as we are elderly and it involved a 20 miles round trip). But, instead of making the £59 goodwill refund, I was asked to pay another £100 for the replacement rug at the reduced price which I did in good faith. I was assured Dunelm would credit my account with £159 in between 5 and 7 days. I have phoned their customer services on 3 occasions which involved at least 30 minutes "hanging on" each time. Each time I was fobbed off and informed that my refund would be processed immediately or that it had been processed. Dunelm have now withheld my refund for a month with no indication of if or when I will get my money. I am so disgusted and stressed by their unlawful retention of my money. I might have to take legal action to retrieve my money, an action I can ill afford. "Avoid" and "Plague" are the words that come to mind re Dunelm.”

Helpful Report

Posted 4 years ago

“No longer offer exchange or refund on bedding !! So if you get home and it's the wrong colour it's tough... the till person quite happily tried to stick a security sticker over already opened bedding, it's only when I asked what it was for did the person on the till say it's so you can't reopen it and bring it back !!! The person on the next till explained to the customer before she paid that they couldn't return if they opened the packaging ... I was very disappointed that the the member of staff couldn't be bothered to tell me... I left the lot and i will buy elsewhere”

Helpful Report

Posted 4 years ago

“Was disappointed when returning a valance that I had taken out of packaging to check it only to be told they couldn t refund because it was opened. I ordered this online but went to shop 12 miles away. It was poor quality. I also felt the staff could have done with a lesson on courteousness. They really need to review this policy though I don t think they care. A few people have had similar experiences. BE AWARE OF THIS BEFORE BUYING BEDDING.Never going back, a shame.”

Helpful Report

Posted 4 years ago

“Went on line to order items for delivery. Having taken time to put order together went to basket to find a number of products were only click and collect so they were removed. That left 5 items on list, order was placed and payment was taken plus £3.95 p&p. Email then received to say 4 items were unavailable and refund made and the 1 item costing £2.50 had been dispatched. P&p still charged at £3.95, no option was sent to cancel the order which arrived a day late. Not impressed especially as Dunelm charge £6 + normal phone charge to make a complaint. Will not be using the service again.”

Helpful Report

Posted 4 years ago

Dunelm is rated 2.3 based on 1,093 reviews