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

“Terrible customer service at the Milton Keynes branch today. I went in to purchase a length of table protector for a new table. The member of staff was totally unhelpful. I asked if they could cut it to the right width at the same time. As she to cut it to right length on the cutting table she totally refused. Then priced it up at 2.5 mts instead of 2mt. I managed to sort this a the till but never received a apology. I will not be shopping here again if this is the way they treat their customers.”

Helpful Report

Posted 5 years ago

“Ordered a pair of net curtains to put up for Christmas, received two different curtains. Too late to go and get some more.”

Helpful Report

Posted 5 years ago

“My order was delivered today, Sent me two different curtains. I wanted them to put up for Christmas. Have asked for a refund”

Helpful Report

Posted 5 years ago

“I have a friend who works for Dunelm, she has spoken to me multiple times about how under appreciated she feels, especially from management. I believe the management to be severely lacking in pastoral care for their workers, as long as they show up and do what they’re told, job done! From an outsiders view, the store manager is a bubbly friendly person, but after my friend telling me about her, she is the type of person to delete a problem rather then deal with it. I have shopped at Dunelm myself multiple times and I am shocked at how ubspoortive the managers are. Myles (I believe his name to be) needed help on tills and management did not show up but kept relentlessly asking questions on the headset with the poor boy did not know the answer too! I was patient but was stood waiting for a while which is not acceptable. Would not recommend Dunelm Bury St Edmunds as a place to work or shop.”

Helpful Report

Posted 5 years ago

“I seem to be the odd one put here! I am delighted with my purchase and delivery. Kept up to date re delivery, with a phone call from driver when he was 10mins away. Steve (from Durham) was helpful and polite and set up my TV cabinet! He took away all packaging, even although he had a long drive home -from Scotland! Well done Steve hope you got home pk.”

Helpful Report

Posted 5 years ago

“Ordered light on 26/11 was told it would be delivered on 2/12 no delivery! After countless e-mails and try to get through on phone day after day finally customer service is non existent!Finally my light got delivered on the18/12 over 3wks late !”

Helpful Report

Posted 5 years ago

“I wanted to purchase a £100.00 gift voucher for my grand daughter who has just moved into a new flat. Unfortunately I can't do it on line, they won't send me one and have asked me to drive 32 miles to purchase one at the Colchester store. The Chairman should be sacked. Christmas and this sort of service, turning away money.”

Helpful Report

Posted 5 years ago

“I paid for nominated day delivery and the goods were delivered 2 days before. I requested a refund of the delivery charge as I'd requested delivery Monday 16 the of December - took the day off work as well but I was refused as the delivery was within the specified timescale as per the text received while I was at work on the Saturday morning. The fact it was 2 days early doesn't count - apparently!”

Helpful Report

Posted 5 years ago

“I cannot even comment on customer service because I cannot contact them. Each day, I've tried and tried on the phone. I've no answers to the emails I've sent, I'm beginning to think Dunelm is in Brigadoon somewhere”

Helpful Report

Posted 5 years ago

“Your delivery men were unprofessional Refused to take packaging g away they did say the office tells everyone we take it but we don’t The legs were not fitted to the suit and my 94 year old mother who received the delivery ask them to help no we don’t fit legs That was after they said they couldn’t find her the day before Very unprofessional and would advise everyone not to use Dunelm”

Helpful Report

Posted 5 years ago

“Highly unprofessional. Had placed an online delivery of bedframe and mattress and a day prior to the delivery they cancelled my bed frame order stating that dealer has gone administrative and they cannot do anything about it . Called the call center they were unfriendly , requested to speak to the supervisor but they refused . Post which raised a complaint on their webpage and got a very cold and unprofessional reply. Won’t recommend this company at all”

Helpful Report

Posted 5 years ago

“Shockingly bad customer service. In fact, I don’t even know why I’m writing this (other than to warn others) as nothing will get done. Ordered a range of bedroom furniture (which is lovely). I started unpacking as delivery men were still off loading. One of the side tables was badly damaged on the top towards the back. Also, when opening the vanity table, 3 fitments fell out of the box, loose which raised concerns straight away. Called customer service and spoke to Mark who apparently knows all about DIY (unfortunately, not enough to read instructions). First of all, he suggested that maybe I could put something in front of the damaged side table. I said, no, I’ve just bought it and it’s badly damaged?!?!?! He suggested I think about what I wanted to do (I told him already that I wanted a new one) and email him back advising him!! When I said that we were unable to attach the mirror securely to the vanity table as there are parts missing (he had me describe what I did have) and he insisted that that was all I needed. He assured me, as he apparently knows what he’s doing, that we only needed these three pieces despite me saying that there was no way that could possibly work. He said he’d email me a copy of the instructions so I could see. Which, he did. However, when I looked, of course, the instructions showed that we were missing several pieces! When I went back to him and advised him, he said that they will send a new side table but they don’t have those fitments (that are shown in the instructions). That’s it. I and my husband have emailed him numerous times over the past week and a half but he has not bothered responding. So I now have a vanity table which is pretty useless (certainly not secure) because Dunelm have mis-sold this product. I was supposed to have all of the items detailed but they have failed to deliver, quite literally. The fact that Mark does not bother to respond to ‘what am I supposed to do now’?! says it all. If you do order, just hope that they do supply what you have purchased otherwise you won’t be able to get hold of them. What a shame as other than this ridiculous debacle, I really love the furniture but has put me off ever buying from them again.”

Helpful Report

Posted 5 years ago

“Shopped for a duvet. Great choice and very helpful staff.”

Helpful Report

Posted 5 years ago

“Shocking service!! Second time I had ordered something online, and it will be the last! The first time, I ordered a large crockery order of plates,mugs bowls etc and on its arrival, it had been dumped in my porch , later than expected, and by the state of the box, I knew it was a disaster! Every piece of China had been smashed to smithereens!! Not just cracked or broken in a few places, but absolutely smashed to a million pieces, suggesting that the box had been thrown from a great height into my porch. I had just moved to a new house and was excited to change up my kitchen ware. After spending 2 if not 3 evenings trying to get through on the phone, I finally managed to get through. Even then, I wasn’t able to have the items replaced, I had to re order most of the things again, and many of the things were not in stock, and I had to reserve many of the items in the Horsham store, and then make a special trip to go and collect them all. It was a nightmare and I vowed then never to buy from Dunelm again. I should have listened to my conscious. 18 months later and having looked online at some of their products, thought I would give it another go, in the hopes that it was a one off unlucky moment I had had before. I ordered some home items and some Christmas presents. 9 items in all. After being told when to expect my delivery, and it arrived 2 days later than expected, I was disappointed to see that the box arrived damaged and open!! 2 of the items were missing and another item which was a present , was damaged!! I tried again to call someone and speak to a human, and had to wait 15 mins before I finally got through. The company is quick enough to take your money as soon as you order the products, but it seems not so keen to provide good service . I was so exasperated by the time I spoke to someone that I just asked for a refund on the three damaged/missing items. Even so it will be 5-7 days before I get my money back. I am so frustrated by this awful service. And yet the products seem lovely online, and potentially a good way to buy things for the home. However I will NEVER be buying anything from this awful place again which is a real shame. Looking after customers and providing good and reliable delivery service, seems to me to be the way forward, to be able to have a successful and profitable business. Amanda James”

Helpful Report

Posted 5 years ago

“I really can't praise the delivery men enough. I've had 3 deliveries in a month. Two men each time. Tonight I had another delivery, Andre was one but am sorry to say I've forgotten the other name. They go overboard to be helpful. I had a delivery from another furniture company this morning and was treated terribly. A rude man walked into my house and didn't even acknowledge me until I said hello. Refusing to take 4 huge boxes even though I pleaded that I don't drive to be able to get them to the tip. But tonight with the Dunhelm delivery they offered to take the boxes. What great customer service. I cannot praise them enough.”

Helpful Report

Posted 5 years ago

“I bought a tablecloth for my mother in law. She took it out of the packaging ( which was very flimsy and torn in places) and tried it in her table and decided a smaller size would be better. She put it back in the packaging as best she could and ripped the already ripped packaging further. I returned it to the shop and asked to exchange it for a smaller one. The manager said that they would not accept it as the packaging was ripped! He said that I could have returned it out of the packaging . He then said that this is written on the back of the receipt - which it isn’t ! If Dunelm Mill choose your use cheap plastic packaging this is clearly going to get damaged the minute you open it. I have been a good customer at the Perth branch but I will never go back asI feel this was unfair - the tablecloth was NOT damaged only the cheap plastic packaging . Not happy at all.”

Helpful Report

Posted 5 years ago

“I have built a lot of flat pack furniture for myself and my family over the past 45 years, some good, some bad but this really is an awful piece of kit, the instructions are dreadful, the unit is very flimsy and the doors warped, I am very particular and this product has beaten me. £328.95 of tat. On a positive note Ben & Shaun the delivery men were brilliant and all the other goods we have ordered from Dunelm recently have been fine.”

Helpful Report

Posted 5 years ago

“Sold a chipped piece and offered a discount of 10% on it or told to get it elsewhere. Unhelpful gum chewing staff who clearly just wanted to get rid of us and go back to their mobile phones and conversation. Must upset as always bought online before. Had to rebuy my piece as no instant refund. Not happy. I work front of house in my job and thank goodness I’m not like that. We would have no customers. Generally the quality of your merchandise is great. My poor chipped greyhound! Not this time.”

Helpful Report

Posted 5 years ago

“I ordered 5 mirrors from Dunelm on 13th October. Firstly the Bevelled Mantel Mirror was delivered smashed with glass that fell out all over our lounge carpet. Then we had the Phantom Mirror cancelled as it was out of stock. The delivery of the remaining mirrors was delayed twice with no reason given - I had ordered on 13th October and delivery was planned for Monday 21st, then changed to Tuesday 22nd, then I was told it was delayed and could not be delivered until 29th, a whole week later. I needed the mirrors for the weekend beginning 25th, so had to order another mirror online from John Lewis and pay an extra £20 for next day delivery. I had to chase this delivery every day of the week beginning 21st October and repeatedly didn't get calls back from your company. I specially requested a call back from a manager and still never received a call back. The remaining 3 mirrors were eventually delivered on 12th October. When we opened the first one, it was faulty. We opened the second one and it was also faulty. These were expensive mirrors - over £300 each! I contacted your customer service team on 19th October and the earliest collection you could do was 28th October. I waited in all day yesterday; at 16:00 I called your customer service team (AGAIN) and was reassured that they could turn up until 7pm. No collection ever happened. I have resorted to writing a review here as I am at the end of my tether! A Dunelm customer service representative I was speaking to about the delayed deliveries said that they would give a gesture of goodwill as we had had such a nightmare. I look forward to seeing what this is.”

Helpful Report

Posted 5 years ago

“In particular the Chichester branch. In store is fabulous, nothing is too much trouble. They will search for items in the warehouse, they will put heavy items behind the till so you don't have to struggle round the shop and they'll help you out to the car. Lovely coffee shop and wonderful staff throughout. Such a pleasure to shop here, feels light and airy with a good range of products. I spend an absolute fortune every time!”

Helpful Report

Posted 5 years ago

Dunelm is rated 2.3 based on 1,094 reviews