Dunelm Reviews

Name: Dunelm
Rating: 2.25

2.3 Rating 1,107 Reviews

30 %

of reviewers recommend Dunelm

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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

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Anonymous

Anonymous // 01/01/2019

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“Terrible quality. Quilt cover snagged, pillowcases not stitched up square, even the Dorma pillowcases were poorly stitched. Why is there no quality control?”

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Posted 4 years ago

“Do not buy online from Dunelm, the reviews are sadly all too true.”

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Posted 4 years ago

“Order did not arrive. Contacted Dunelm on 4 occasions, no one refund given as yet.”

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Posted 4 years ago

“Goods advertised in stock take weeks to dispatch. Notification of sent before they are sent. If not delivered expect weeks of frustration. Look at real reviews (they wont allow you to put negative on their own site) and you will see this company is an online disaster!”

Helpful Report

Posted 4 years ago

“I have ordered & received goods was pleased BUT a pair of curtains sent to me wrong returned & curtain poles sent back no refund yet 1 outstanding from January contacted Dunelm no aknowlegment now 22 Febuary took some items back yesterday to Matalan Email today from them confirming items I returned that's excellent after sales service unlike Dunelm”

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Posted 4 years ago

“Bought a Venetian blind, click and collect, very efficient. Went downhill rapidly, header rail was dented when unpacked but decided to go ahead as wanted to get window covered. Unfortunately failed, blind has very flimsy fittings and the clip won't catch the header rail. Have put many similar blinds up but these have beaten me so far....”

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Posted 4 years ago

“Ordered a king size mattress which arrived in good time, however the two delivery men literally could not get away from my house fast enough. They barely pushed it into the kitchen. I realise Covid rules mean they shouldn’t enter a customer house but honestly, a bit of common courtesy? When you live alone a king size mattress is not going to get up the stairs! If plumbers and other tradespeople can come into a house (with appropriate PPE) then why can’t dunelm delivery drivers? They didn’t even have masks or gloves. And because they could not get away fast enough, I was unable to check the mattress which was completely soaked on the bottom half, despite being wrapped in filthy plastic - mud which was now all over my kitchen floor. I have no idea how this happened, they must have put the mattress down in something wet and dirty but I am thoroughly unimpressed.”

Helpful Report

Posted 4 years ago

“Terrible after sales, returned an item, waited a month for refund which I didn't receive. Rang local branch several times no answer,went to click and collect to be given customer service number waited again ages for no one to answer. Tried various other methods but no satisfaction. I have never experienced such poor after sales care.”

Helpful Report

Posted 4 years ago

“Ordered a rug from dunelm - next available delivery date was 12 days. The delivery slot I was given was 8-8.. the company never turned up. After calling I was told it could be delivered in the next 72 hrs!! Expecting that I wait in to receive. Finally arrived, very poor quality - so asked to return. I was told it would have to be collected. I was given a date, and once again, it would be between 8-8. Again, the company never turned up. I called on the day at 3pm to be absolutely assured by dunelm that it would be picked up. Absolutely wasted my time - never ever again will I order from dunelm.”

Helpful Report

Posted 4 years ago

“Ordered four wardrobes at end of December 2020 for delivery in January 2021. They confirmed both order and delivery date and l paid in full. I heard nothing until the evening before delivery when I was told they were no longer using supplier and had forgotten to tell me and l would get my money back. I contacted customer service and have repeatedly been sent back to the start of a 72 hour wait period, which on expiry is met with still to busy to respond. To date not had my money back. Why did it take 6 weeks for them to tell me. They have deliberately kept hold of my money for goods they knew they couldn't supply . Disgraceful business practice.”

Helpful Report

Posted 4 years ago

“I placed an order December 2020 for four wardrobes and paid in full and received confirmation of order together with a delivery date of 30 January 2021. Heard nothing until evening of 29th January when they said no longer using supplier so would give me my money back. Why did it take six weeks for them to know this? They held on to my not unsubstantial sum all this time! Still not had it back. When I complained about poor service l got a generic covid busy response saying they would reply after 72 hours. 72 hours went by and l got another response saying too busy to answer me and the problem should have righted itself. They then put me back on a 72 hour wait period and too date heard nothing. I will never use this store again. They are hiding dreadful service behind a covid excuse. They took my money quick enough. Would warn other customers about paying for large/expensive items.”

Helpful Report

Posted 4 years ago

“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 4 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”

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Posted 4 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.”

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Posted 4 years ago

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

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Posted 4 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”

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Posted 4 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 4 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 4 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 4 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 4 years ago

Dunelm is rated 2.3 based on 1,107 reviews