Dunelm Reviews

Name: Dunelm
Rating: 2.25

2.3 Rating 1,107 Reviews

30 %

of reviewers recommend Dunelm

Company Reviews

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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

“Ordered 2 lamps and when arrived 2 shades were damaged,arranged with a store to exchange, and when I got home 1 of those shades was also faulty,they dont care once they've had your money,no customer service, no idea at all!!”

Helpful Report

Posted 4 years ago

“I wanted to thank a young man in Slough dunelm. His name is sati he works in the homewear department in Slough. I was shopping with my wife and kids. We was greeted on site with a friendly manner. We were seeking for home accessories. He listened to what my wife wanted he asked open questions. After listening he showed us around he recommend items which other stores or staff didn't do. He also recommend that if we were after anything we saw online he can order it while we were shopping in the store. Me and my family are extremely happy with the service Sati provided. So thank you Sati for all your help. Dunelm slough should be very lucky having staff like you work for their company. Thank you.”

Helpful Report

Posted 4 years ago

“Ordered voyle, waited for tel call when it arrived in shop. No call so visited store, after extensive searching through paperwork and back of store they informed me it may have gone to Carmarthen store.They checked with Carmarthen store and it was there, they stated this happens all the time. Was then informed they would ring when in Llanelli store. Waited a few days and no call so went to store, goods were there. Checked goods at home they were wrong. Returned goods to store and they returned to supplier. Waited for call. No call so called in store, and goods were there. Order date 13/07/20 - Est delivery 10/08/20 - Goods finally received 21/09/20”

Helpful Report

Posted 4 years ago

“The customer service response to my on line enquire got back to me really quick”

Helpful Report

Posted 4 years ago

“Services is beyond a joke it's bloody diabolical, it's one of those business you wouldn't care if they went in to liquidation, the sooner the better I say.”

Helpful Report

Posted 4 years ago

“Ordered 2 chairs then received txt message a day after my payment was taken that the chairs were no longer available as discontinued. a week later no refund after 2nd call at trying to get refund processed and after being kept on hold for a long time was told that it was an IT Error and unless customer calls them no refund is processed I will never order from Dunelm again discussing customer service”

Helpful Report

Posted 4 years ago

“Absolutely poor customer service , delivered wrong colour rug we waited weeks for , then no response from them , only reason ordered on line , because just out off shielding . Looks like will have to return to store now ; had it a week with no reply from CS . And how they can stick grey , mustard label on a teal rug rug is beyond me .”

Helpful Report

Posted 4 years ago

“Just received a duvet cover set and the quality is terrible. The duvet cover is covered in stains and one pillow case is the wrong shape and is ripped. It’s not easy to contact customer services other than a short online message. My first order from Dunelm and I won’t be ordering again. Sarah”

Helpful Report

Posted 4 years ago

“dunelm poor service on click and collect you order and pay then 2 hours later you get email to say out of stock they can take your money out of your account straight away but they can't put it back in the same”

Helpful Report

Posted 4 years ago

“Visited the Botley Road, Oxford store today, the store Manager (female) doesn’t have any people or customer service skills. She is cold, unfriendly and quite rude to customers. I won’t be visiting that store again.”

Helpful Report

Posted 4 years ago

“As a colleague and customer at dunelm, there is a lot that needs to be done in the slough store. From constantly being short staffed to being underpaid there’s many problems that come with dunelm in slough. We have no security yet thieves thrive throughout the shop and us as staff are expected to stop them putting ourselves at risk, colleagues are forced to stand out in the pouring rain and unbearable heat for hours of their shift with no swap over of people just so there’s always a “meeter greeter”. The manager Alpesh, needs to be changed plain and simple he has no people skills, doesn’t know how to talk to customers politely unless his manager Marcus or Rory is stood next to him, he disregards colleagues feelings and needs, and doesn’t know how to use the technology and most of the basic skills you gain from the shop. He embarrasses colleagues infront of customers which isn’t only horrible it’s just plain unprofessional. He is money hungry and doesn’t care about people. He pays a normal colleague management wage, gives her management hours because she’s a “key colleague” yet everyone else who falls under that section receives normal pay and normal contracted hours. The slough store overall is in shambles, and something needs to be change before i start talking to the papers because it’s honestly disgusting how people are treated there, and countless complaints have been made about the treatment and management yet nothing has been done. Glad to see the back of that place and i’m sure most people who are there now will be too.”

Helpful Report

Posted 4 years ago

“dunelm did not make me happy. i purchased an armchair on the 13/8/20 which arrived on the 18/8/20. the purchased was made online because of size restrictions and positive reviews from the dunelm website. up until this point everything had gone smoothly with the ordering and delivery. after the delivery and the armchair was out the box which showed signs of a probable delivery and return from another dissatisfied customer i inspected and installed the chair legs, the chair looked good but it failed the size being to small and the comfort test very firm seat and back. so on the 19/8/20 i contacted dunelm by email as instructed by the website to arrange a return pickup and after 3 or 4 days dunelm responded and a date of the 31/8/20 was decided for the pickup which never happened as no one turned up and as yet i have not received a phone call or email explaining what is going on. people shop online accepting retailers to be trustworthy and dependable and pay their money upfront for their purchases they should not be treated in the way that dunelm has treated me as i am now left in limbo as to not knowing what is happening and probably have to take further action against this company to get any satisfaction i now wish that i had found these reviews before i purchased from dunelm also i tried to leave a negative review on the dunelm website which they would not allow stating negative reviews will not be published thats when i realised all the glowing reports on the dunelm website were bogus and probably made up by themselfs. extremely dissatisfied.”

Helpful Report

Posted 4 years ago

“I purchased furniture and a young man helped me to my car with it. Unfortunately it would not go in, so the young man suggested taking it out of the box. Great idea. He was a most helpful and courteous person and a credit to Dunelm. I'm just sorry I didn't get his name.”

Helpful Report

Posted 4 years ago

“Never had an issue with dunelm and always loved their items until recently. I ordered a mattress after trying it out in store and selected my delivery date which was around a month after my order date (I needed this specific date as I was moving that weekend). Upon delivery the wrong mattress arrived. I couldn’t call anyone as their phone lines were closed so I called my courier who was very helpful and gave me the depot number. I called the depot who really couldn’t care less and told me to email and wait 5 days for a response. I then went on live chat and explained to Roy what had happened. His response was, and I quote, “problem number 1 is It can’t be delivered until the 12th August” - no apology. This was over 2 weeks after the wrong mattress was delivered. I explained this is not acceptable as I was moving that weekend and I do not have a mattress, however Roy did not care about this. After over 2 hours on this live chat and asking to be called to discuss a complaint over 4 times, Roy ended the chat without warning. After chasing Dunelm for a response to my complaint I am still yet to hear anything and I doubt I will. If I could give 0 stars I would.”

Helpful Report

Posted 4 years ago

“Used the online service for the first time to order several items. I ordered 4 cushion covers size 55 and received 3 size 55 and 1 size 43. Having paid extra for an overnight delivery i was very disappointed. The instructions for this scenario are not clear so i telephoned Dunelm for advice, it took over 15 minutes for them to answer the telephone costing me £3.12 for the call. Take photos they say to prove what you have received and email them - no i wont - i will go to Dunelm and take it up with people - more expense and my time. Wont be using Dunelm in the future the packing staff either cant read or they cant be bothered to check that the goods they have picked for the customer are correct.”

Helpful Report

Posted 4 years ago

“Delivery staff are happy go lucky professionals - dropped off our Futon at the door. Brilliant work during difficult times. Please reward the delivery staff, can be difficult job at the best of times. Well done Dunelm. Keep up the great work.”

Helpful Report

Posted 4 years ago

“I bought 2 grey Turni bar stools for my husband for his Birthday. I got them 48 hours after ordering them online. I had been looking for a while until I came across these. They are lovely sturdy stools at an excellent price and only took my 20 minutes each to put together. They look great in our Summerhouse. Excellent service as usual from Dunelm”

Helpful Report

Posted 4 years ago

“Great curtains, at a really good price.”

Helpful Report

Posted 4 years ago

“Previously have had good service from Dunelm, however recently at the Greenford store, which I have been to three times in the last 6 weeks, i have not had a great experience with staff, especially at the tills. Returned blind that was not opening properly and rightly expected to explain to the store what was wrong. However, I was made to feel like I was returning the blind due to not liking it, despite asking for an exact replacement, which they did not have. I then was told how the blind worked, as if I was thick, and it was probably me. 20mins this went on for, the queue behind was gathering as I was taking up one of only two open tills. Finally I was allowed to return the blind and selected a similar replacement at a further £30 cost to me. Then again when returning to the till i had to expalin again to the till operator why I was returning the oroginal blind. The service was rude appalling and inappropriate personal conversations between till staff whilst queuing was uncomfortable. I'm not sure why the customer service has dropped so dramatically in the last month or so, but I will be looking at other shops and defo lost my custom as now going to Hilarys for the shutters due to the lack of engagement when trying to discuss blinds etc with staff. Sad especially as I'm trying not to buy online at the moment to keep shops like this in our highstreets.”

Helpful Report

Posted 4 years ago

“I Bought my curtains from Dun Elm Mills a couple of years ago. I decided recently that they were looking a little grubby so took them down to clean them. As the label on them stated that they must be dry cleaned only I took them to the dry cleaners. I was warned by them that because the pattern contained a deep plum colour it could run, but they also told me I had no other option as this fabric could not be washed. They did advise me at this time that the store was liable for replacing them if the colour did run as it was on their advise that they were being dry cleaned. You guessed it, the colour ran and whilst it caused the cream background of the curtains to turn pink it also leached out the plum coulor from the fabric leaving them looking tatty and old. On taking them up on their advise of contacting the company, Dun Elm Mills, I had a very poor response from them, as indeed most other reviews seem to state. They blamed me for having them cleaned after the warning from the dry cleaners. As a gesture of good will!! would only give me their last sale price for them being £7.which was less than a quarter of the dry cleaning bill, never mind a fraction of the cost of the new curtains when I bought them. I was told that nothing in their store is guaranteed for more than a year. I am appalled, where ever did customer service go, in the old days (not so long ago) stores prided their reputation and would keep their customers happy whatever the cost. So if buying curtains from them I advise you to bear this in mind and assume that your curtains will only be fit to last a year and it may not be possible to wash or clean them as they are obviously not made to last. I will be taking this up with the O mbudsman or the Office of Fair Trading, as I reccommend the rest of you do. These people should not be allowed to get away with poor quality products and after sales like this.”

Helpful Report

Posted 4 years ago

Dunelm is rated 2.3 based on 1,107 reviews