Dunelm Reviews

Name: Dunelm
Rating: 2.26

2.3 Rating 1,093 Reviews

30 %

of reviewers recommend Dunelm

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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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“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.”

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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 😞”

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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”

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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

“Informed product would be delivered by certain date but nothing arrived, very hard to contact anyone, cut off during live chat and then tried by phone but delivery date could not be found. Advised we would get response within 72 hours and so we are sleeping on a mattress with no bed for the foreseeable and no way to make a complaint, form doesn’t work!”

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Posted 4 years ago

“Ignorant and poorly trained staff”

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Posted 4 years ago

“Waited in all day for mattress delivery that never showed. Customer service have told me they will investigate but this could take up to 72 hours. I'm over 60 years old and now sleeping on my sofa. Not happy about Dunelms customer care. They've got my money and don't seem to be in any hurry to sort this out”

Helpful Report

Posted 4 years ago

“I ordered a kettle and matching 4-slice toaster from Dunelm online and both were delivered - free delivery over £49 - but only one side of the toaster worked. My daughter returned it to store for a replacement, as guided to from their online advice. Unfortunately, it in only available online so received a refund. Of course, ordering online at cost of £45 it is under the free delivery amount so emailed them about this but 4 days later, still no reply. I will be returning the kettle and will buy elsewhere as there is no excuse for no response.”

Helpful Report

Posted 4 years ago

“Waiting so long for my order it’s ridiculous. Haven’t received my item yet. But when it comes it would be nearly a month. Ridiculous.”

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Posted 4 years ago

“Lost my first order, failed to contact me back, order then arrives late with incorrect items. Online chat very very unhelpful. Never have I received such poor service !!”

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Posted 4 years ago

“grey stripe vertical blinds these are the worst thing I've ever wasted my money on , ordered 8 blinds , 7 vertical grey stripe & 1 roller blind , 3 x 183cm blinds & 4 x 122cm blinds , 2 of the 183cm both arrived damaged & also both very poor quality blinds in general , the veins are from a material that buckles & kinks in the packaging so once fitted you have wonky veins that don't appear to be straightening as the material is like thin plastic instead of a material that wouldn't defect from being bent up in a box . The parcels that didn't arrive in a cardboard box was packaged in green polythene & absolutely no protection to the contents inside after contacting Dunelms they reluctantly sent out a replacement blind I could replace the damaged veins with but this arrived in a worse state than the previous blinds , I can only presume they decided to send me damaged stock as the box arrived battered & the veins had cuts into them through the front of the packaging , these really are awful quality & I do not recommend this product at all I'm surprised they even sell them to be honest they're that crap , theyre however super easy to install but the veins are no good & will not straighten out so they look terrible , if I can save anybody else from such a huge disappointment & waste of money then it will go some way towards the upset I feel from poorly packaged & definitely the wrong material for veins to be made out of products . steer clear people these are junk .”

Helpful Report

Posted 4 years ago

“I went with my Mum to the store where she purchased 2 sideboards costing £600 in total. I had a phone call the next day to say that they would be delivered on Saturday 24th October. They didn’t arrive and we weren’t advised we had to call and be told that they were coming on 10th November. On 9th November i called to check and was told yes they are coming tomorrow. I then received a text message reminding me that they were coming. Guess what? They didn’t turn up and again we weren’t advised. When I called 8 was told that the delivery had been cancelled. I was promised a call from a manager but didn’t ever get one. Shocking service.”

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Posted 4 years ago

“I am very unhappy ,I have never experienced such dreadful service! After buying 2 faulty rugs I realised when checking my bank statement that 3 payments had been taken from my account. I was refunded for the faulty rugs , 1 of these payments had been taken without any authorisation. I sent a copy of my statement to customer services and I am still trying to recover this money , after many e mails backwards and forwards and 2 phone calls I have now been told to go to the bank to recover these funds!!! I am astonished by the incompetence and lack of an apology for all the inconvenience these purchases have caused me. How can any company take an extra amount of money without authorisation?”

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Posted 4 years ago

“Great customer service at Dunelm Birkenshaw Industrial Estate for two weeks in a row from Holly.”

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Posted 4 years ago

“The Curtain fitting team at the St Albans Store are so efficient especially when I was unable to order my kitchen blind due to lockdown. With the persistance and efficiency of the team, my order went ahead. I cannot recommend the team enough. In the past I have paid well over the odds for blinds to be fitted in my home, Dunelm go a far greater job at a 1/3 of the cost”

Helpful Report

Posted 4 years ago

Dunelm is rated 2.3 based on 1,093 reviews