Dunelm Reviews

Name: Dunelm
Rating: 2.25

2.3 Rating 1,106 Reviews

30 %

of reviewers recommend Dunelm

Company Reviews

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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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Ordered 2no sofas,terrible smell coming from cushions. Would not let me choose a different sofa until the ismelly ones were returned ,unless I paid up front for the new one.Very poor customer service. Please be aware that they only look after themselves.”

Helpful Report

Posted 1 year ago

“Absolutly shocking customer service and….. I ordered a "Coffee nest of tables" online and it arrived but did not match as described. I contacted customer service and they agreed to collect the item for a return. The first pick up time was on 4/9/2023 yesterday between 2:30pm and 3:30pm. I waited in the front room of my house all afternoon, but no one came. I checked their online tracking service and they said that at 4:45pm it's late now and the pick up had been rescheduled for 5/9/2023 the next day between 12:30pm and 1:30pm. I waited in the front room of my house all morning and afternoon today, but again, no one came. I checked their service again and they said that the pick up driver had left a note saying that I had not wrapped the item properly. This is not true. I wrapped the item very carefully in bubble wrap and tape as it was. I now reported this issue and opened inquiry. I am very disappointed with the way Dunelm has handled this return. I have wasted two days sitting in my front room waiting for a pick up driver who never showed up. I am also concerned that Dunelm is making false statements about the condition of the item I am trying to return. I would not recommend Dunelm to anyone. Their customer service is terrible and their returns process is a nightmare. I am still waiting for my refund and I am not confident that I will ever get it. I would like to add that I have read other reviews online about Dunelm's poor returns policy. I am not the only one who has had a negative experience. I urge Dunelm to improve their customer service and returns process so that other customers do not have to go through the same thing.”

Helpful Report

Posted 1 year ago

“I ordered a mattress from Dunelm. We couldn't really afford one at the time but our old one was completely done. When it arrived it was obvious from the start that it was massively faulty. Dunelm eventually sent out their "home serve" team to assess the mattress. The home serve associate said himself when he lay on the bed that it was definitely faulty. He ran. Other tests and then said he needed to call his boss outside. When he came in he started telling me there was no faulty and asked me to sign saying I agreed. I didn't sign. I have had no refund. Now me and my partner sleep in a horribly uncomfortable bed that we have to try and not roll out of.......it caused so much stress. I couldn't afford to buy take legal action. Dunelm should be ashamed. All I wanted was a straight replacement for a non faulty version. Not my money back”

Helpful Report

Posted 1 year ago

“Awful!! Ordered a rug which should have been delivered Monday - Nothing. Emailed 3 times nk answer. So I arranged to go and collect the rug today from the DHL depot and turns out it isn’t even there!!!!It was a present as a replacement for my 96 year old mum who comes out of hospital tomorrow and has been wanting this new rug for years now it won’t be there whenshe gets home. Customer service completely disinterested and tell you something different everytime you speak to them. I told them that I would just go into a store tomorrow morning and but one and was told I would have to wait 21 days for my money to be refunded!!! What!! I have wasted a days annual leave and many hours on the phone to this company. Not what they used to be. Oh and some friendly advice, change your automated message because the woman’s voice sounds so miserable, rude and uninterested. Totally unprofessional use the Range instead”

Helpful Report

Posted 1 year ago

“Delivery overdue so rescheduled but again no delivery. Unable to speak to anyone in Dunelm customer service unless through a faceless chat and even then response is "wait another 3 days'. Dunelm have taken the human factor out of customer service. Dunelm is now a faceless entity who hide behind an IT function. The worst experience i have had for poor customer service. Dunelm say Customer Service is a primary concern. With a score of 3.1 it is certainly a concern!!!”

Helpful Report

Posted 1 year ago

“Over the last six weeks I have spent over £400 on bedding and lamps as we were decorating the bedrooms. When I came to open my new Dorma bedding, I found that one of the white pillowcases had been opened before and repacked. Unfortunately, it was a cream pillowcase that had been wrapped in white card inside the plastic and then displayed with the white bedding. Really didn’t think this would be an issue, I only wanted to exchange it for a white one the same as the others. WRONG! At first I was told that it had passed the return date, then I was told she would waive that. Then she said it had been opened. I explained again that that was why it was bought by mistake in the first place. The white card should have been inside the pillowcase not wrapped around it. They hadn’t even noticed when they put it out on the shelf. She said they don’t accept bedding back if it has been opened. They clearly do or where did the pillowcase come from. I wouldn’t usually make such a fuss, but this is their mistake not mine. I spend a lot of money at Dunelm but will never go in again unless this is resolved sensibly. I am not trying to get away with anything, if I was, I would have gone for more than a £14 pillowcase. I am actually offended that they didn’t sort this out immediately. It is ridiculous. Maybe stick with M&S in future…..a reputable company!”

Helpful Report

Posted 1 year ago

“Failed next day delivery creating major inconvenience and delaying my project by 1 month as a result. Chat service totally unhelpful, they had the chance and opportunity to apologise just offering a little discount but discount denied, showing no customer care.”

Helpful Report

Posted 1 year ago

“Ordered a mat from them to be delivered to a collection point. First wrong mat was,delivered, it had 2 different addresses on it. Contacted customer services who said they would arrange another delivery. Only found out collection point refused to accept that as it was too big. Contacted customer service again and said I wanted to cancel my order and get a refund. Well I am still waiting 5 weeks later. They know I did not receive the mat but said they would not refund me until it was returned to depot. This is theft by my reckoning. Take a customers money but fail to deliver the product. I will NEVER order anything from Dunelm again and will advise friends to avoid them unless you are prepared to throw money away!”

Helpful Report

Posted 1 year ago

“Promise after promise of a delivery, still not appeared! Then laughably offered an online voucher as compensation! Really you can't delivery an order online now, it's taken over a week of back and forth, with it will be here by then etc... Disgusting customer service. Will never deal with Dunelm again. I would give no stars if I could.”

Helpful Report

Posted 1 year ago

“The stiffening at the top of my Dunelm curtains is disintegrating and dropping large bits to the floor. Because I have had them over a year, there is nothing customer services can do. I now notice that another pair of Dunelm curtains (this time expensive velvet) are doing the same. Why are curtains being made with degradable interfacing . Will not buy curtains there again.”

Helpful Report

Posted 1 year ago

“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.”

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

“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

“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

Dunelm is rated 2.3 based on 1,106 reviews