Dunelm Reviews

Name: Dunelm
Rating: 2.26

2.3 Rating 1,088 Reviews

30 %

of reviewers recommend Dunelm

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Metrics

2.3

Based on 1,088 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

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

“This honest blue wallpaper looks gorgeous in the pictures and when initially unrolled. However unless you are putting this on newly plastered walls or new build walls that are perfectly square /flat SERIOUSLY avoid this paper. It's poor thin quality excessively highlights any minor imperfections, and when this is raised with Dunelm to try and return the unopened paper you WILL be told that firstly it's all the fault of your decorator of 30 plus years and then that even thought I attest that this paper is not fit for purpose it cannot be returned if you are outside of the 28days . Awful lack of customer care and basically a totally inadequate provision. If you want c*")/y paper that puckers, rips and won't lie flat definitely buy this junk, if you want decent wallpaper and decent customer service go to b and q ! I have advised as many family and friends as I can about Dunelms shocking attitude and will never set foot over their door again. I have a 2k budget for curtains which will now go somewhere else where customers are treated better and where blame for sub part products is not tried to palmed off on hardworking tradesmen . Would have been a no stars review if I had been able to post this without at least giving this tissue paper atleast a 1 star review”

Helpful Report

Posted 11 months ago

“Dorma at Dunelm if your paying £18.00 for 1 pillow case you have to assume the pillow going in is a high quailty one, so make the pillow case bigger!”

Dunelm 3 star review on 13th December 2023

Helpful Report

Posted 1 year ago

“I bought some roller blinds at Dunelm Darlington for a property we were renovating,unfortunately the renovation was delayed and by the time we came to fitting the blinds it was over 8 months from when we purchased and we had a problem with one of the blinds which was one of five for the same room,when we went back to the store and explained this to them they were very understanding and very helpful and let us return all five blinds and select different blinds,Ashley the supervisor was so helpful and the other staff we originally spoke to were also very helpful,customer service really is important and at the Darlington branch it is excellent,I’m a regular visitor to Dunelm and would recommend the Darlington store to anyone looking for homeware”

Helpful Report

Posted 1 year ago

“Easy to order and excellent goods.”

Helpful Report

Posted 1 year ago

“If you look at the reviews for all local Dunelm stores the Coventry airport retail park is the lowest rated store in the West Midlands Remit. The store is always empty. The way it’s laid out is poorly done and feels more like a jumble sale, and it’s cramped. The staff all look miserable and the customer service is dreadful. This seems to be the overall theme on this particular stores reviews. They all need customer service training, including the passive aggressive over promoted store Manager, who will do all she can to make your issue worse instead of trying to help. No wonder staff are so unhappy when they have a person like that leading them (leading is a strong word) . This store is a very poor representation of Dunelm which is a shame as their products are great, but every time we visit this store we don’t buy anything and leave feeling all happiness has been sucked out of our souls! I joke, but the customer hating management here is no joke!”

Helpful Report

Posted 1 year ago

“Click and collect item that doesn’t arrive comes my issue, trying to get a refund text time despite the fact that this is not my problem it’s between Dunelm and the courier so why am I made to wait and have to contact them several times despite the fact that they tell me, they would be in touch, poor, poor communication”

Helpful Report

Posted 1 year ago

“I took a quilt back but I didn’t have a receipt. As I was buying another, more expensive quilt, I didn’t think there’d be much of a problem. How wrong was I? I was made to stand like a naughty schoolboy whilst ‘the manager’ looked through the till rolls only to be told there’d been a ‘system error’ and that I’d have to come back another day (I’m in my 9th year of Parkinson’s). Customer Service told me to write to the manager of the Erdington Store, and ask him to complete the audit and then ring me up. I never heard from him or them again. I wrote to the CEO asking if he could involve himself. I didn’t hear back from him. A lousy organisation from top to bottom. I only hope that people will continue to shop on the internet and will eventually see no need for Dunelm.”

Helpful Report

Posted 1 year ago

“I am writing about the cafe in Romford Dunelm. It wasn’t even 1pm and yet the menu was very limited. We couldn’t get three of the items we wanted and there was absolutely no flexibility with the order. The queue was very long and it took 15 mins to reach the till where one girl was serving AND making all the drinks. I had chilli jacket potato. The meat had been “nuked” and was rock hard. The tea was so weak even despite leaving it to brew. We used to like this cafe but not again. It deserves zero stars not even one!”

Dunelm 1 star review on 4th November 2023

Helpful Report

Posted 1 year ago

“Poor quality rubbish that you would find on a market Overpriced for what it is, click and collect when they lose the item or the courier loses the item you’re inconvenienced trying to get your money back. You have to wait for God knows how long jokers never again.”

Helpful Report

Posted 1 year ago

“Your Dundee store manager is the problem . He follows us around making us very uncomfortable always skulling around treating us a some kind of thief he manic.we shopped at this store since it opened years ago now everything has changed for the worst if he is not told to amend his behaviour he will have no customers .”

Helpful Report

Posted 1 year ago

“We visited Debenhams in Stockport today after phoning to check the item we wanted to look at was in store. First it was very pleasing to find I could ring the store direct and was informed where to find it in store. I was in a mobility scooter greeted at the door and because I stopped as I entered and the gates shut and a staff member dashed up to make sure I was ok. We couldn’t immediately find the item even though it was exactly where I was told it was - silly us- and was accompanied by a very helpful and pleasant young man. It was wonderful to find so many floor staff to help and such a lot of staff on the tills. Such a difference to so many stores where floor staff are non existent and as for supermarkets expecting you to self check and hardly any staff on the tills and very few floor walkers. Making customers do all the work themselves and increase profits because they don’t have to employ enough staff to look after their customers. There was enough free parking and although we didn’t stop there seemed to be a good cafe.”

Helpful Report

Posted 1 year ago

“Received the made to measure blind with black out lining and once opened up there was 2 holes in the lining letting light through. This blind cost £217. Reported the issue to the online, faceless chat and received agreement for a partial refund. This was agreed as I was preparing to make good the damage and save the messing around however after chasing up 3 days later I was told that I was sent an email. Never received this so was sent again. The email stated that “no refund and this is our roman blinds, meaning this is how the curtains are meant to be manufactured” With 2 random holes in the material??? Very poor customer service for an expensive item but I couldn’t continue with the chat as they closed it down! I’ll be now progressing a full refund and return. Definitely going elsewhere in future. Don’t hold hope if you do order and have issues!”

Dunelm 1 star review on 12th October 2023

Helpful Report

Posted 1 year ago

“Went into lancaster dunelm looking for a 'V' cushion and cover ,a pleasant, well dressed, polite, young man ,called COLE, came to our assistant, he went above and beyond to help us Every time we go into lancaster store staff are always very helpful. Thankyou”

Helpful Report

Posted 1 year ago

“No service at the Basildon store. The staff don't want to help. I left 400 pounds of purchases in a basket due to the attitude of the cashier. Really disappointed having driven from Southend.Disgusting customer service.You can keep your goods & I will keep my money”

Helpful Report

Posted 1 year ago

“Quality of item is very poor. Paid £175 for a futon which looks like a woodwork project. Rough-cut edges I’ve had to sand down and a mattress with buttons so large they leave impressions after a nights sleep. Won’t be buying from Dunelm again.”

Helpful Report

Posted 1 year ago

“The company will take no responsibility if they have put an untrained person on the till, that can’t get the email address correct for the E-Receipt. Then when it’s time to take an item back that is very cheaply made in china and not fit for purpose, there are problems, especially if you want a refund! Why not set customers up with a verified email account instead? It would solve a lot of issues with staff getting emails wrong. I know other customers have had issues such as this at Dunelm Stores. It’s a Shambles, especially if your suppling unfit products.”

Helpful Report

Posted 1 year ago

“Hi my complaint is more to do with the delivery time ordered 2 items on 26/09/23 , 1 item was suppose to be delivered by 29/09/23 the other 30/09/23 but nothing arrived, well I received 1 item today 02/10/23 but not the other one. DHL said that they would email me when the items were on there way but nothing. Dunelm shouldn't tell you the day and date of delivery if they can't gaurantee it. will think twice next time.”

Helpful Report

Posted 1 year ago

“Dnhelm used to be such a lovely store with gorgeous staff. It’s now and only recently become an unfriendly, very poor quality and actually not somewhere I will continue to shop. What’s happened? Why have staff become so unhelpful and actually rude? The selection of products now includes damaged items that are being sold at full price. Is there no quality control? Why hasn’t someone noticed products are damaged? Why on earth would you continue to sell them and then when queried about it try and justify the sale without even acknowledging the damaged. Very very odd behaviour. Staff at cafes were also lovely at one point but now just downright rude.”

Helpful Report

Posted 1 year ago

“When me and mum popped in for ONE item we caught a lady there called Bev, she was working away on her hands and knees and didn’t hesitate to help us! She found us plate sets, cheese boards, aprons, blinds and alsorts I can’t begin to list. We left with empty pockets but very very happy customers. People like that lady are the reason we would return and shop. I have recently moved into a house and wanted all new items, nothing was an issue for her and she was smiling away. A very polite member of staff, an absolute diamond after we approached her numerous times for things. I can’t thank her enough, my mum is a shopper and I am more for online shopping but I enjoyed the experience and hope to see her again. So thank you Bev, I hope everyone appreciates a person like this who genuinely made our day.”

Helpful Report

Posted 1 year ago

“I feel defrauded. I ordered a product online for click and collect and you took my money immediately. You now say you don’t have the product and will take 3-5 days to issue a refund. You therefore took my money on false pretences I certainly won’t be hurrying back - in the current economic environment you should be ashamed!”

Helpful Report

Posted 1 year ago

Dunelm is rated 2.3 based on 1,088 reviews