Dunelm Reviews

Name: Dunelm
Rating: 2.26

2.3 Rating 1,094 Reviews

30 %

of reviewers recommend Dunelm

Company Reviews

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Metrics

2.3

Based on 1,094 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

“Horrible experience at Dunelm Catford and this is even before placing an order with them. We were supposed to get a surveyor to come and measure the windows of our new apartment. Having confirmed the same and take time off work to get it all done, no body turns up. This is in-spite of re-confirming with the lady at the store and trying to call the store most of the morning, but no body picks the phone up. My husband had a to take a day off to get this done and at the end of the day his time was wasted. If you cant do it and cater to your customers then just say No, but dont leave your customers hanging”

Helpful Report

Posted 6 years ago

“I bought a '5A Fifth Avenue Sintra Smoke Glass Fitting' from Dunelm (Click and Collect from High Wycombe) The package was not brand new and it was already opened and the it was told from store they opened it to check the item since it is very fragile. But when I take item out of the box, i felt it was used and returned item. I contacted the customer support, send the picture of the faulty item and they offered me gift card and I accepted it as i don't want to spend my life behind this. They agreed to send the gift card by post to my home address and they closed the case. It has been more than 2 months now I didnt receive anything. I send another email and there was no reply for that. Very good cheeky customer support... Keep it up !!”

Helpful Report

Posted 6 years ago

“Very good product. Good customer service. Return of goods easy . I bought cushions in wrong colour and took them back to shop.”

Helpful Report

Posted 6 years ago

“I purchased some curtain linings as a kit but the number of fixings supplied was insufficient. The enquiry process was opaque and whilst eventually I did get supplied with sufficient rings after making a second journey and some phone calls, the staff on the phone and in store seemed indifferent and did not see it as a problem or any inconvenience to me.”

Helpful Report

Posted 6 years ago

“Great selection of floor lamps. After searching tirelessly for a short metal floor lamp found the Rosario Medium Morrocan floor lamp at Dunelm. Georgeous statement lamp with a modern Morrocan twist. Fast free delivery and easily navigated website. Highly recommended.”

Helpful Report

Posted 6 years ago

“I bought a shark quilt cover for my grandsons birthday at the beginning of August. It will have to be returned as it's now coming apart at the seams. Ok it wasn't expensive, but why not charge a little bit more for a better quality product?”

Helpful Report

Posted 6 years ago

“Absolutely fuming!!!!!!! We brought the detroit table and chair set from you 2 years ago for £400, not a cheap set. In July whilst a group of children were sat around the table eating the table exploded beneath them!!! We contacted you straight away and were told that it was passed over to your customer service team. We've received a phone call from said customer service today advising us that they can do nothing!!!! As it general wear and tear!!!! So you expect all your tables to exploded after 2 years do you??? In my opinion general wear and tear would be scratches, chips in the glass etc not glass exploding!!! We were very lucky to escape any serious injuries. The table was obviously not fit for purpose and I think you'll discover that if we involve the ombudsmen or watchdog they would agree, as we have already discuss this with them and they expect products such as garden tables etc to service their purpose for at least 6 years. We are not even half way there yet. I have attached a picture of what was left of the table after it exploded, as the priority was get the the glass clean up before any more injuries were caused.”

Helpful Report

Posted 6 years ago

“On August 1st 2018 I ordered a mattress from Dunelm and opted to keep track of progress. I received information that the mattress was duly despatched and delivery date set for August 3rd. Later on that date I was informed by text that there was a problem with the network and that the mattress would not be delivered. Later on, I received a phone call telling me the mattress was faulty and to be returned. If I wanted to continue with the order, I was to contact an email address and inform them to set up a new delivery date. On doing this I was informed there was a 72 hour period in which messages would be dealt with. At this point, there was no urgency as I had a week in hand. A new date was set for August 12th after which I received another email changing the date to August 15th.with delivery between 2:00 and 6:00pm. Having no indication of any further delays, I remained in the house from midmorning onwards. Then at 5:50, I received a phone call informing me the van had broken down one hour away from my home and that delivery would be not be today so I had to ring to arrange another delivery date. Needless to say that at 5:55pm no one responded to my call. On August 16th, 9:00am I called for information, I was told they could not give me a delivery time, nor could they cancel the order or return my £200+ which they had now held for over two weeks and for which I had received nothing but inconvenience and aggravation. I am still awaiting any information at all regarding delivery since neither Dunelm nor the couriers have contacted me. It is an utter shambles and an experience I will not repeat. Buyer beware.”

Helpful Report

Posted 6 years ago

“dunelm use yodel for delivery- which means you're lucky if you get the delivery at all. A let down”

Helpful Report

Posted 6 years ago

“Good customer service when carrier company let us down.”

Helpful Report

Posted 6 years ago

“Ordered two suitcases which never arrived still waiting for refund & they are still taking orders for them will never use again shame on you Dunelm”

Helpful Report

Posted 6 years ago

“Absolutely shocking customer service! Will never use them again!”

Helpful Report

Posted 6 years ago

“Avoid them if possible especially with made to measure curtains and blinds. You will surely regret with bad customer services and quality ofnthe product and the overall experience.”

Helpful Report

Posted 6 years ago

“I bought a bathroom cabinet from Dunelms Crewe and a man working there offered to carry it to my car which I thought was good service”

Helpful Report

Posted 6 years ago

“Used to work for them and in my experience they seem more inclined to want to be relationship counsellors than customer service reps. Probably why i was fired because I was actually dealing with customer queries rather than ask a customer how was their day!”

Helpful Report

Posted 6 years ago

“Member of staff called Harry went ‘over and above’ to find an item that was shown to be in stock, but couldn’t be located. Absolutely first class customer service! (Tried to leave feedback on Dunelm survey website but unable to access it! Lots of others complaining about the same thing.....Maybe Dunelm don’t really want to to pay out £250 for submissions...,!?!?!)”

Helpful Report

Posted 6 years ago

“Dunelm Nottingham staff very helpful and friendly especially Aiden who took the time to show my husband how something worked so we ended up spending double the money, can't talk highly enough from floor staff, cafe and till lady such a pleasant change that they were happy to help so thank you to all those people”

Helpful Report

Posted 6 years ago

“They (the delivery ) kept in touch all through the delivery and I did not have to stay in all day . They said at the last stage up to 1 hr and in fact we’re 10 mins I have made several orders with them and each time perfect delivery .”

Helpful Report

Posted 6 years ago

“Not happy as such but here's the circumstances. Went into the Cambridge Retail Park branch on Tuesday, I asked a lady on fabrics if Dunelm had any all-season duvets and was told no we don't have anything like that in stock. I went home checked the Internet and found that there were Fogarty all-season in stock. I rung the store at 17.10 and was told all staff busy, I tried till 17.40 then rung head office. Menu message too faint to hear. Tried another number and finally spoke to Lorraine who did confirm Cambridge had the duvets in stock. Wednesday I went in, spoke to Tracey a very very helpful lady who couldn't be more helpful if she tried. She confirmed on computer that they had many in stock, she then started to look round the store, we finally found them. She was helpful, friendly, polite and professional an asset to Dunelm. I purchased a Fogarty Kingsize all-season duvet at £40. The three stars represent the bad customer service and phones unanswered. 5* for Lorraine and 6* for Tracey if it were possible.”

Helpful Report

Posted 6 years ago

“ordered two chairs and paid with credit card. They told me they were unobtainable and that a refund was coming. No refund has appeared. I am going to the Office of Fair Trading. Apparently Dunelm is famous for things like this.”

Helpful Report

Posted 6 years ago

Dunelm is rated 2.3 based on 1,094 reviews