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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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 4 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 4 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

“Very rude customer service at sittingbourne store at the curtain section. Staffs were poorly trained and treating customers like beggers. Shouting at customers when they need help. Customers just waiting to be served, staffs were just walking ignoring them.”

Helpful Report

Posted 4 years ago

“Your staff at the Redditch and Solihull branch are a credit to your company. A staff member at Redditch helped me to try to secure a Christmas tree and as a result I went to Solihull branch. James and Richard went the extra mile guiding me into the store personally from the car park area to your store then carrying the goods to my car in the pouring rain with smiles to boot. I am so very impressed by these staff who couldn’t have been more helpful. Sonia H from Bidford on Avon”

Helpful Report

Posted 4 years ago

“The treatment of the lovely staff at slough store by their management team is appalling.. They have to stand outside in low temperatures for three hours straight. They are not given encouragement or praise. The store manager is disrespectful and unprofessional in all dealings with staff and customers.”

Helpful Report

Posted 4 years ago

“Bought a beautiful duvet cover. Unfortunately the fabric is silky on both sides. It slips and slides all night . I end up cold because the duvet moves so much. Very disappointed 😞”

Helpful Report

Posted 4 years ago

“I’m still trying to find out about an overdue order, your chat service is a joke as twice they disconnected the chat, especially someone called Gina M!”

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Posted 4 years ago

“Recently ordered items for delivery and to collect, and have to say we had a very courteous, efficient, and pleasant experience from start to finish. No hassle, all very professional. Thank you dunhelm shrewsbury!”

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Posted 4 years ago

“After being messed around by Dunelms customer services I have asked for a cancellation of my overdue order of a mattress (should have been delivered 11 days ago.) moral of the story... Always check the review sites first. I would have never ordered from them if I had done so. Inefficient customer service”

Helpful Report

Posted 4 years ago

“Very bad customer service from Sophie H”

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Posted 4 years ago

“Please don't use. Wish I'd read recent reviews. I bought bedroom furniture online. Was told they'd be delivered yesterday 7am - 8pm. Got up at 6am and emptied all my old furniture of clothes stacked them on and around my bed. Disposed of the old, awaited the new. 'Tracking' system isn't a tracking system. Just tells you it's 'In progress' with no information. 8.30pm no delivery. Website basically says its too busy to deal with queries until your delivery has officially not turned up. By this point there's no one to talk to. We slept in my living room last night because that was easier than moving all our piles of stuff that's still waiting to be put away in new furniture that according to these other reviews could be indefinitely. Will never use again. Order somewhere else.”

Helpful Report

Posted 4 years ago

Dunelm is rated 2.3 based on 1,107 reviews