Dunelm Reviews

Name: Dunelm
Rating: 2.25

2.3 Rating 1,107 Reviews

30 %

of reviewers recommend Dunelm

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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

“Bad customer service .They don't value customer time .money and support .and bad policy's .Sheffield branch won't exchange a new unopened blind that they still stock .unopened to exchange for a different style that is double the price ( more money in dunelm pocket ) because u lost the receipt ) Worse bit staff can not explain the policy's to u .Wont give my money to dunelm anymore they don't value customers”

Helpful Report

Posted 2 years ago

“Bought a copper retro fan on a stand, £50. A wee bit tricky to assemble, we modified the shonky fittings that secure the motor to the shaft. Fan is fab, looks fabulously retro, in all its copper loveliness and looks a treat in our lantern room. Shopped in store, friendly smiley staff, clearly enjoy their jobs at Boston”

Helpful Report

Posted 2 years ago

“Ordered a TV unit online. Received 3 emails conforming dispatch, delivery day and then delivery time. Item never arrived. Dunelm unable to track item. Very poor customer service. Now I'm expected to wait on an investigation to find my item.”

Helpful Report

Posted 2 years ago

“We ordered matching wardrobes and a chest of drawers. The delivery drivers were completely bamboozled by the invoice which said their were "2 items" so they tried to give us 2 boxes. I noticed one of the boxes said "1 of 3" and told them there must be one missing and they gave me that one. After opening the boxes I realised they had still only given me the wardrobe. They didn't understand the difference between a number of boxes and a number of items. This information must be on every order they deliver, so I don't understand how they could possibly be doing their job. Do they deliver part of every item that is across multiple boxes? We got in touch with Dunelm and the delivery organisation to complain. They insisted the item had been delivered. We did our own investigation and sent them information on the dimensions of boxes, our photos of the delivered boxes (all the wrong way up). They also had a photo of the delivered boxes that they refused to show us. Most of our messages throughout this process were completely ignored, we received no response to inform us what, if any, investigation was taking place. The only responses we got were that the item had been delivered, they didn't even ask the delivery drivers if they had a box left at the end of the day, they just accused us of lying. Eventually, we were informed they had "found" our "missing item". They wouldn't give us any information on what delivery drivers do when there is a box in their van at the end of the day With a customer's address and order number on it. I suspect they just dump them, because the chest of drawers we received was so badly damaged that when I took the drawers out for the first time it fell apart such that I can't put the drawers back in. Dunelm have taken so long (over a month) to make a complete mess of this process, that now there are no more in stock. It is a matching set with the wardrobe that actually did arrive. Obviously we would not have bought either of these products if we knew we wouldn't get the complete set. Honestly I think these people must be making a concerted effort to do their job badly. It would be far less hassle for them to behave in a reasonable manner, re-deliver items that they forgot to deliver and have all the details of how to re-deliver, Talk to other departments rather than just trying to fob customers off without any kind of investigation. They made no attempt to correct any of their mistakes, they don't care if customers are satisfied or not. They offered us a discount to keep the completely ruined furniture, which is laughable. It isn't convenient for me to have large shattered pieces of wood blocking up my hallway, But I have to keep it here for them to come and pick it up and give me a refund. I don't know why they want to transport these broken pieces of wood across the UK before putting them in the bin, It is clear from the pictures that they will not be able to repair this unit. Their main intention is to make it as inconvenient as possible for me to get my money back. They made no attempt to organise a replacement, only made it clear that if it ever comes back in stock it will be more expensive. We now have to try and find a suitable chest of drawers from another supplier and order it, something that we spent considerable time on 2 months ago. We still don't have anywhere to put our clothes away in our new house. I will never buy anything from Dunlem again. They have some nice furniture, but their processes are a complete shambles and they have somehow managed to hire a workforce of people who are fine with making a mess of every task and disappointing people 8 hours a day. It must be soul destroying to be so profoundly useless on a daily basis, and this gives me some consolation.”

Helpful Report

Posted 2 years ago

“I will join the long list of 1 star reviews. Dunelm are using Evri as their Courier - useless and it is such hard work to get difficulties sorted out. I even wrote to the Dunelm CEO but my complaint - or complaints as one of them was actually about their on-line Agent who totally ignored me and then closed down the 'chat' - but it was passed back to Dunelm customer service. I have asked for a refund if my order is not received tomorrow. I will not be ordering from Dunelm again nor a few other companies that also use Evri.”

Helpful Report

Posted 2 years ago

“I placed order of 2 mattresses on 25th May and It was supposed to be delivered before 31st 25/05 - Placed order of 2 Mattresses, given delivery deadline 31/05 30/05 - Received comm from Panther Courier to select delivery date, the earliest available date was 6th Jun so I selected. 05/06 - delivery time slot was given 12:39-14:39 06/06 - we were eagerly waiting for the mattress since we have been sleeping but 11AM I received comm that it will not be delivered since items were not received on time 07/07 - we were very disappointed and frustrated so I pinged customer service over chat(they don’t have any other option). The customer service gave me case id and said to come back in 72 hrs. 10/07 - Since I didn’t hear back, I pinged again and got to talk to a new customer service representative. I explained whole thing. I was said that items was lost and a new replacement order is being created and deadline was give as 20/06 20/06 - I didn’t receive any update on order so I pinged again. I was told again to come back in 72 hrs. By evening I received comm from Panther courier to select the delivery date. Easiest available date was 26th June so I selected it. 25/06 - delivery slot was given 8:06-10:06 26/06 - Morning 8:32am, I received same message that delivery will not happen because item was not received. One month and mattress were not delivered. Finally I cancelled the order. Through out the time it has been so disappointing and frustrating experience. I had talked to 5 customer representatives, all promised to revert in 72 hours but nobody ever came back or replied back to my mails. They never understood our pain and trouble and never cared.”

Helpful Report

Posted 2 years ago

“So frustrating! Just can not get through to talk to someone. No valid email address, live chat is either not available or no one bothers to talk. Can’t get through on the telephone, left holding on. I need a refund on an item returned. I had three pairs of curtains in the parcel but have only been refunded for two! Appalling Customer service! I will never order online again! This has happened with other stores also and when there is a problem you can never get through to speak to anyone.”

Helpful Report

Posted 2 years ago

“Had 5 deliveries of same product all were faulty would not buy anything again no quality control/check don’t seem to care just send another replacement may be ok this time”

Helpful Report

Posted 2 years ago

“Have been introduced to the company for about 18 months now. Great service. Good prices and prompt delivery. Good reviews of products prior to purchase. Had cause to return couple of items and customer service was brilliant. Always first choice now and extended credit offered for larger purchases”

Helpful Report

Posted 2 years ago

“Order is taking too long to arrive despite my paying extra for next day delivery. Apparently no easy way to ask for a refund on postage either - will not use again.”

Helpful Report

Posted 2 years ago

“Just visited the Cafe at Robuck, Stevenage today. Excellent as always. Had occasion to use disable toilet, " it was spotless" my only grip as in many disabled toilets no hook to hang a jacket up!!”

Helpful Report

Posted 2 years ago

“We visited the Oldbury store, days before they opened their new furniture section. We were very cheeky and gained access to the sofas even though the displays were in progress. On my next visit Jodie recognised me even though she must have seen thousands of customers since my visit. With so much choice in so many store, it’s been a hard process to choose what to buy but I can honestly say that Jodie was without question first class in every aspect of helping with that process. She was so keen to help, reassuring me she had plenty of time to give, she helped by checking fabric choices against particular sofas, sat with me working out the costs of different options and even demonstrated the simplicity of the sofa bed we purchased. Her very pleasing personality, constantly smiling made me feel as if a friend was helping me decide. With the Ipad to hand and tape measure at the ready, every question was answered without any hesitation and with total confidence. We came away absolutely delighted to have purchased all 3 sofas for our new home and enjoyed every moment of the process. As an employer myself. I would refer to Jodie as a ‘golden nugget’ especially knowing that the furniture has only been in store for two weeks, to display such knowledge and confidence demonstrates an incredible asset to your team Thank you Jodie x”

Helpful Report

Posted 2 years ago

“18 days after purchase, 9 days after latest delivery…still no item. Still can’t speak to a human. Live chat never works. Email auto response tells me to live chat because they’re busy. No phone number. Dunelm, you have my money, you have my goods. You won’t speak to me. This is theft. If you can’t handle busy periods, stop selling stuff. Don’t just take money, not deliver them and then say it’s a busy period and not speak to your customers. Can I come and just take some money from you and then disappear? I can see the appeal, but I’m sure you’d agree it was illegal. So how can you justify doing it to me? Your reviews are awful. Is there a problem with your management? Your internal systems? Your delivery service? Whilst you ponder the issues, can I have my money back or item delivered please?”

Helpful Report

Posted 2 years ago

“They don't even take back the items that are badly designed & useless. Will go to John lewis TK or next or anywhere else to avoid dunelm. If their item is faulty they will take it back within a year and they don't argue with their customers.. dunelm has forgotten that customers are king . Without customers they don't exist.”

Helpful Report

Posted 2 years ago

“We use Dunelm regularly and we have brought several items of furniture in the past and the quality has been excellent. This evening I am delighted with the help the Manager at Rustington Dunelm Marc gave us this evening. We were helped with a particular piece of furniture I have been looking for. The staff were so helpful and the Manager Marc was very nice and went over and above with customer service. Thank you again Marc and the team”

Helpful Report

Posted 2 years ago

“Paid for next day delivery Sat at Dunelm, only to find out DHL don't deliver on Saturday so will have to be Monday this being to late I manged to get hold of Jill (manager) at Wakefield talk about going the extra mild she delivered the order to my home on her way home she deserves the upmost respect from me for what she has done fo well done to the staff at Wakefield, Stay safe and good luck to you all. Thank you, Anthony”

Helpful Report

Posted 2 years ago

“The staff at the carmarthen store are so helpful. They go the extra mile. From walking in to the checkout staff are polite and courteous and on hand to help.”

Helpful Report

Posted 2 years ago

“Tried to return defective item to store. Told no receipt no refund or replacement even though they agreed it's faulty. Sorry madam company policy. Well actually Dunelm it's illegal to refuse to replace or refund a faulty item. A receipt is NOT required. Store don't care and customer service ignores e mails. Beware!!!Will be taking custom elsewhere.”

Helpful Report

Posted 2 years ago

“Nice selection of items but absolutely awful customer service in fact no customer service for a firm this big I am shocked ! Only part of my order received May as well shop with a firm that charge a little more but at least great customer service Can’t even use live chat always unavailable ! I received part of my order too can’t use the paint until I have seen the copyright samples I ordered but not received yet money been taken !”

Helpful Report

Posted 2 years ago

“We have redecorated our lounge with a complete change of colour scheme. We spent time choosing paint, carpet and the last thing curtains which we found in the Barnstaple branch of Dunelm. As well as normal windows we have we have French windows whose height very much determines the position of the curtain pole just below the coaming and just above the top of doorframe, this means the top of the curtain pole is 86 inches above the floor. This is not a standard length so we bought 90 inch with the intention of shortening them. As these were lined we decided to use Dunelm's alteration service. We went to the counter where we were ignored by a woman who was pretending to be engrossed in her paperwork. A passing assistant noticed us and offered her help. I explained we wanted these curtains shortened to give a finished length of 86 inches from the top of the ring to the bottom of the hem. At this point the woman who had previously ignored us piped up with the comment " that's impossible the minimum curtains can be shortened by is7 inches." I asked why and was told that's what they do. I returned to the assistant I will call the nice one and by measuring we established the curtains were in fact 91 inches from top of ring to hem. I suggested that even if the existing hem of 2 1/2 inches was cut off and a new hem produced it would be possible to achieve a finished length of 86 inches with no difficulty. The mathematics seemed to escape them. With the nice one putting our specification on the order we paid up front a fee that nearly matched the original price of the curtains. Nearly six weeks later I received a call to say the curtains were ready for collection. At the store I asked to open the package and measure, guess what, 84 inches from ring to hem. The response was " look it's 85 from the top of the curtain to the bottom so it's nearly right, maybe you could move the pole" This did not improve my mood and I expressed my displeasure, no manager could be found so I left the store with the promise the assistant would speak to her manager. Today she called to say nothing can be done, no refund would be offered and they would not accept my complaint. This is not a 5 star service. It is appalling customer service, more akin to good cop bad cop. If a company won't accept complaint or criticism it will never improve it's service. This is not the first time I have encountered rude staff in this store. Beware.”

Helpful Report

Posted 2 years ago

Dunelm is rated 2.3 based on 1,107 reviews