Dunelm Reviews

Name: Dunelm
Rating: 2.25

2.3 Rating 1,106 Reviews

30 %

of reviewers recommend Dunelm

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Metrics

2.3

Based on 1,106 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

“AWFUL CUSTOMER SERVICE. Product (roller blinds) faulty and when I called customer services, the representative could not have been more unhelpful, obstructive and rude. Complained in writing to CEO (no response!) and customer services (again) who are still being really unhelpful in resolving the issue. I have found them to be totally unprofessional and they have treated me with utter contempt. I will never use them again. Have now wasted an entire day on chasing this up. Useless company.”

Helpful Report

Posted 1 year ago

“So disappointed So disappointed. Bought an expensive parasol last year, literally used it maybe 4-5 times at the end of last summer, got it out to use it today (it’s been in a protective case all year which I also bought from dunelm) and the string which is supposed to pull the umbrella has come away from the mechanism and is no longer working. We are literally out of guarantee by a few days and have been told there is ‘nothing they can do’ when we have literally used the item no more than five times and taken perfect care of it. Really shocked and disappointed. Feel like we have been had. It almost feels as though they build things for a years span?! Wouldn’t be so upset if we had at least got to use it frequently. Really won’t be bothering to buy anything from here again which is a shame but I just feel really let down. Customer service was also abysmal. ‘Michelle Jones’ refused to put me in touch with anyone else after I requested multiple times so I was unable to escalate it and will be making a formal complaint to their head office now instead.”

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Posted 1 year ago

“Brilliant service! I have just been to collect an order in your Yeovil branch and the ladie that served me was lovely! Nothing was too much trouble, she was helpful and cheerful and we had a lovely chat about holidays, as I was collecting a suitcase for my holiday. This lovely Scottish lady and the young lady on the next till made my shopping experience an absolute pleasure, I will most definitely be returning. The click and collect service is great, the product was ready for me to collect within 3 hours. Highly recommend.”

Helpful Report

Posted 1 year ago

“I have never been treated so badly by any store I’ve ever been in as I have been treated by the Huddersfield store, what has happened to customer service??? I was returning a Dorma quilt cover that had been opened but not used, as I explained it was quite obvious from the foldings of the cover it was unused, I had opened it to see the bigger pattern not realising it was a ‘sticker seal’ I was refused a refund and now I have a cover costing over £100’ I don’t want!!! I asked to see the manager, who was no help and really could do with a course on customer relations, ‘Spencer’ was rude and I will never, ever but anything from Dunelm again.”

Helpful Report

Posted 1 year ago

“Dunelm is the worst possible company for delivery. Constant meaningless emails stating the are sorting the problem which never materialized. Appalling service. Would never recommend delivery as Panther are useless”

Helpful Report

Posted 1 year ago

“The light fitting is a deadly weapon , fitted less than 24 hours a two of the three glass shades dropped out, thankfully not hitting anyone. Dunelm don’t think there is anything wrong with the product that has three glass globes with hardy any lip being held in place by three small cheap plastic grub screws. Wiling to replace broken bulbs but how do you feel safe walking under them again and the tiny bits of broken glass we keep finding are a hazard for any of our grandchildren who visit . Rubbish shop not be visiting them again”

Helpful Report

Posted 1 year ago

“They delivered the items smashed in pieces. All they offered was a refund or replacement. Poor customer service. No responsibility accepted. After complaining, they said they would refund the delivery cost (paid for express) as 'a gesture of good will'. Hilarious that they believe a gesture of good will is to refund me for a service they did not provide.”

Helpful Report

Posted 1 year ago

“Delivery date was agreed and then told it would be almost a week later. Spent 40 mins on the phone ( 35 mins on hold!) I had driven up to my sons flat in Edinburgh to take delivery as he is working away (300 miles each way!), and taken time off - all for nothing. Only refunded half my money up to now and waiting for “a manager” to call me so that I can complain! Won’t hold my breath! Customer service is beyond incompetent. Will never shop there again.”

Helpful Report

Posted 1 year ago

“I ordered an item that was too large for my room (my fault!) but Dunelm couldn’t have been more helpful. Delivery and collection were as arranged and on time with the drivers keeping me informed at all times so I could plan my day. Both drivers were friendly and courteous (despite the address being tricky to find and on the third floor). No hassle at all!”

Helpful Report

Posted 1 year ago

“Trust Dunelm no More!!!! I love the Dunhelm Dorma bedding brand and trust the quality. NO MORE! I've just bought a second set that is nowhere near the quality. Scratchy, cheap cotton. But because I trusted the brand I didn't think about it and immediately washed my new linen and slept on it last night where I was horribly disappointed. Customer service weren't at all bothered about the drop in standard of their trusted brand and said as I've washed it it's tough luck. My loyalty and trust reward with a flat "computer says no". Shame on you Dunelm!”

Helpful Report

Posted 1 year ago

“I have been told that Im gonna receive my item on Tuesday around midday. But around 7 pm the driver contacted me and said I'm not gonna deliver yours. We will consider rescheduling which is gonna be in a few days. Customer service does not have any power over the cargo part and they do as they please. So, in the end, I did not get my parcel.”

Helpful Report

Posted 1 year ago

“I made a purchase from Trafford Retail Park, Ann, who took my call, directed me to customer services, because I was informed due to hygiene I could not return a pillow, which was wrong design, because the package had been opened. After a call to customer services and getting a reference number, Ann advised me to come back into store, as my local Warrington would not help me. I found Ann to be very professional and friendly.”

Helpful Report

Posted 1 year ago

“Poor service when reporting a mattress that Dunelm's own inspector said was firm and not medium as sold. Stay away from this company they're happy to take your money but zero customer service.”

Helpful Report

Posted 2 years ago

“Purchased a sofa and 2 armchairs. 7 months on and the padding to one seat of the sofa and one chair has collapsed and is uncomfortable to sit on. I was offfered a 10% refund which I refused as it would not resolve the issue. Sent out someone to assess who agreed it was not acceptable then receive an email saying the assessor found it to be wear and tear! Dreadful quality and very poor customer service! Will no longer purchase anything from them.”

Helpful Report

Posted 2 years ago

“Tried to contact 3 Dunelm stores and nobody ever answers the phone. The dial tone is weird as if it is going abroad??? Very strange . Tied constantly to speak to someone very disappointing”

Helpful Report

Posted 2 years ago

“My 2nd sofa was not on the van when delivered last week, so waited another week and the one just delivered was very badly damaged so I did not take it, now told another week before I will get it!”

Helpful Report

Posted 2 years ago

“BE CAREFUL WHEN PURCHASING FROM THIS COMPANY - THE CUSTOMER SERVICE IS APPALLING! I bought a light cluster in 2019 and contacted Dunelm in 2020 (after the product was out of the year warranty) as one of the bubble balls had broken and I wanted the details of a replacement. They were very helpful and supplied me with a replacement which I wasn't expecting. Fast forward to 2023, and another ball has smashed as they are very delicate. Contacted customer services and it's a case of "Computer says no!". I have explained that I am not asking for them to replace the product or pay for the replacement but just to give me contact details of the supplier to which they have firmly said NO as it breaks their confidentially with the supplier??? They have basically told me to go into store and look at the box (yes, product is still available to buy) and check if there are supplier details on or in the box? They are refusing to answer why this is an issue in 2023 but was an easy task in 2020. I have reiterated over and over again that I am not expecting them to replace the part or contact the supplier to order the part, but apparently they are bound by confidentiality to their supplier? What about their customers needs and rights? They advised that if the product was in warranty, they would replace the broken part but as it is not they won't do anything to help. I have questioned the GDPR aspect and advised that it is in place to protect people who do not want their information shared but as their manufacturer has supplied their goods to the general public for them to be purchased, in good faith, they are not looking for protection from the general public and this is the complete opposite scenario. I have also asked Dunelm to either contact the Company on my behalf or give the Company my details so I can speak to them direct....again, I am faced with a blank wall. I am unable to find the Company direct on line and should be able to go through the company I bought the product from for their details. Furthermore, customers should be able to obtain parts for products that are out of warranty instead of being forced to purchase a whole item just for one part of it. They will not send me details of how to escalate to a higher department, just telling me to go online! I find this utterly ludicrous and will be escalating the issue further and warning others of this and that there is NO customer service in place whatsoever. I can understand it being more of a problem if the item was no longer sold by Dunelm but it is sat on their shelves. Why can't a member of staff look at the box and send me supplier details rather than me travel 30 miles to my nearest store to look for myself. The whole thing has utterly baffled and frustrated me and I will not stop until I have either a replacement ball or the supplier details. Unfortunately, it is companies like this who are happy to assist when taking your money but firmly shut the door once money has been taken. I can only imagine that the staff in 2020 were way more competent and helpful to their customers. This is an utter disgrace. SHAME ON YOU DUNELM”

Helpful Report

Posted 2 years ago

“we’ll lovely wardrobes from dunhelm revived 4 th december delivery man dropped on kitchen floor so when we came to build them mirror doors were all smashed telling us their still out of stock this is 4 months on now still not received any contact unless we e-mail them very poor service their only alternative is a refund but we’ve built these wardrobes thinking they would sort it in an acceptable time frame going into month 5 the worst customer service i’m very upset just don’t want people to buy like me and still waiting took our money and don’t seem bothered about the customer service shame on you dumelm i would never recommend you and we have alway loved your store feel extremely let down poor poor service 😤”

Helpful Report

Posted 2 years ago

“The product was clearly a second from the manufacturer. No option for replacing the damaged part, only to have replacement product delivered..in a weeks time! What a waste of time & effort. Not to mention the impact on our environment.”

Helpful Report

Posted 2 years ago

“I have tried to contact Dunelm via telephone and live chat. Two weeks ago someone on live chat promised to email me regarding a query I had. That person never emailed me. I cannot contact Warrington store or the customer service line as neither answer the phone. Was very interested in making a large furniture purchase, but wanted to see the item first. Today, the live chat bot has repeatedly written: ‘I do not understand’. Looking to lose customers Dunelm? Keep going with your current appalling lack of customer service and you will be very successful at this.”

Helpful Report

Posted 2 years ago

Dunelm is rated 2.3 based on 1,106 reviews