Dunelm Reviews

Name: Dunelm
Rating: 2.26

2.3 Rating 1,093 Reviews

30 %

of reviewers recommend Dunelm

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Metrics

2.3

Based on 1,093 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

“Ordered a rug in March from Dunelm. The rug was home delivery only so I was given a delivery date. Delivery company arrived the driver pulled up outside, opened side door of van and proceeded to get my parcel which he then hid behind some boxes, he got back in the van and drove off with my parcel. I contacted Dunelm and delivery company (dhl). Delivery company said driver delivered to wrong house. Dunelm won't refund me until the driver gives them my rug. So unhelpful at customers services. Spent 115 minutes on the phone to sort it out. So Dunelm have kept my money and the DHL driver has my rug, I however have nothing!!! If I went into the store and stole goods the police would arrest me. I will never shop at Dunelm ever again.”

Helpful Report

Posted 2 years ago

“Appalling customer service. Ordered a headboard only to be contacted by the carrier to say it was broken in transit and wouldn’t be delivered. They had informed Dunelm. I have heard nothing since in spite of several emails and trying to contact on online chat which never works. I have had no goods and no refund, I will never shop at Dunelm again . Trading standards is my only option .”

Helpful Report

Posted 2 years ago

“Diabolical service. Ordered a cushion which arrived with a broken zip. It's borderline impossible to contact their customer service. We suggested we would keep it and repair the zip ourselves in favour of a partial refund, given the hassle of sending it back, as well as the environmental impact of this. Contacted them 10 days ago for support and received an automated email to expect a response within 72 hours. Still no word... Tried calling them on two occasions, waited on hold for 20 minutes, and gave up. Then tried to join Live Chat no less than 15 times throughout the day. The button rarely appears and when it does, you have to wait a lifetime to get connected to somebody. I got connected last Thursday, was asked to send photos and was told I'd receive a response straight away. No response came, and this was 5 days ago. After numerous tries, I reached them over Live Chat again this morning. A customer service representative joined with a condescending tone, and told me that they'd give a 10% refund. A 10% refund wasn't even worth the time we spent repairing it or trying to contact them. I used to love going to Dunelm, but this is my first customer service experience with them and it has really put me off. Won't be returning.”

Helpful Report

Posted 2 years ago

“Terrific customer service a gentleman called Colin served us”

Helpful Report

Posted 2 years ago

“After ordering my items to be delivered on 26th March, the parcel arrived on 28th March, upon opening the parcel, non of the items I ordered were in the parcel! There was £72.00 worth of goods in the package where as I only spent £51.00. I took the items back to store, a member of staff checked if the items I wanted were in store and she tried to offer me a mismatched set. So I decided on a refund, I was informed my refund would be back in my account witin a few days only to receive an email informing me my refund would be returned on 17th April! After sending two emails of complaint and being told both times they would respond within 72 hours I have not heard anything from them after now 168 hours! However I have had my refund but will no longer shop at Dunelm.”

Helpful Report

Posted 2 years ago

“I just spent 190 pounds on two pairs of curtains I put the curtain rails up to match the drop one pair was as described the other was 1 inch shorter and both need ironing can they not read a tape measure”

Helpful Report

Posted 2 years ago

“Went to Dunelm Ashton today was greeted by Sarah,she's always happy to help above and beyond, after my shopping I went to the coffee shop,what lovely plesent people they are,Kyle is so good with everyone he engages with everyone, so if your having a bad day visit the coffee shop, you'll come out feeling a lot better,well done Dunelm Ashton on your outstanding customer service.”

Helpful Report

Posted 2 years ago

“The mirror I had ordered arrived broken in half. Customer service is arranging the collection since 10 days, I am stuck at home already third time, waiting for someone to collect it and with no result. Wasted time and money. Avoid!”

Helpful Report

Posted 2 years ago

“Bought a matching kettle and toaster and toaster has stopped working after 6 months and we hardly use it. Only my husband has the occasional toast. Very disappointing.”

Helpful Report

Posted 2 years ago

“Bad if you want to contact these people, they dont pick up phones......live chat is nowhere to be found even though they say its there between certain hours, in real its a hit & miss situation since it was working two days ago - but not today at 11 AM.....lunch break everyone ??”

Helpful Report

Posted 2 years ago

“Beware if you’ve click and collect order and they gave you in a sealed parcel when you pick up. Do not trust them with goods inside to be perfect even though the parcel looks perfect. Check before leaving the store if you do not want to waste your time going back to store. They will pack faulty item and will blame you for not checking when receiving goods. Disgusting customer service. This is how they get away by blaming customers instead. Told them it’s a gift for a child. They offered £2 partial refund and expect problem to go away. Check out my photos, my lamp is looking like coming from a second hand shop, do they think I can gift this? They obviously knew this before packing as parcel was not damaged. Was told I could’ve checked before leaving the store OMG why didn’t they check BEFORE packing now it’s my fault for not checking?”

Helpful Report

Posted 2 years ago

“Every other company I have dealt with (3 others) have all provided 2–4-hour delivery slots on the day of delivery, providing us with this information either the day before or had an option to pay extra to secure an option beforehand. I feel this is essential for large items of furniture, such as a mattress, which we were buying. Dunelm website insinuated that they would provide a slot the day before, but we just got a text saying the driver could arrive as early as 7am. We hadn't moved into the property and lived over an hour away so this was not possible for us. I rung up Dunelm and they assured me that it was highly unlikely the driver would be there before 9am. On the day of delivery, we had a text at 6.45am saying the driver was 15 minutes away! We rung the driver and he said he would try and deliver by ringing neighbours and leaving in the communal hallway (not ideal) but then said he wasn't able to. Tracking information was non-existent, just kept saying it hadn't left the depot yet, even when it clearly had. Customer service was awful. I told them that it would be quicker for me to just get a completely new delivery, but they took 3 days of going back and forth before telling me they had "lost" the mattress. How do you lose a mattress? By this point, the next available delivery was after we had moved in and we decided to get a full refund and go with a competitor, which were much better stocked, prepared, and organised. We had it planned for all our furniture to be delivered prior to move in day, but due to Dunelm's tardiness we have had to sleep on an air mattress for the first week of our new home. This was the first and last time I try and shop at Dunelm.”

Helpful Report

Posted 2 years ago

“The worst retail experience I have ever had. Product out of stock, being wrongly advertised as available in their website, shocking call centre staff, rude and dismissive, left me on hold for 30 minutes. Completely lost track of my order, all information about delivery was wrong, then when I finally received the product it is hardly worth the extortionate amount of money that it cost me. And while trying to complain, I'm ignored no reply to emails whatsoever. When I finally get through to the web chat team I am told I can take a voucher? Like I want to do business with you ever again? Take your money elsewhere folks, it's as good as lost with this company and saves you the hassle.”

Helpful Report

Posted 2 years ago

“A chap called Ade served me on Friday in Dunelm in wolstanston Stoke. I have never had service like it. What a charming man he was incredible helpful, even escorted me down in the lift when I said I didn’t like them. Thanks Ade I definitely asked the right person that day.”

Helpful Report

Posted 2 years ago

“I would rate 0 stars if I could. Customer service in this shop is just abysmal. I wanted to purchase an item which had a hygiene sticker seal on it and it was actually ripped and the packaging was damaged with holes throughout, also the spider alarm tag was digging into the item causing damage to the faux fur item. When I told the cashier she asked a manager to come over. I mentioned to the manager how the item is not perfect and explained my concerns about the hygiene sticker (which actually states that you cannot refund the item once this hygiene seal is broken) the manager was extremely rude, arrogant and laughed when I mentioned my concerns and said that the item looks like it’s in perfect condition to her, therefore making me extremely uncomfortable as if I cannot see what she sees. Dunelm please stop employing incapable people with no managerial skills. Your manager and assistant took no ownership of the situation. I am not to blame for the way you take care of your stock or for asking about discount if you improperly store your items, leasing them to become flawed or defective.”

Helpful Report

Posted 2 years ago

“Bought new bedding. Dorma. Wonderful quality. Very pleased. Double checked everything was correct size before opening as sticker on seal clearly states if opened no refund or exchange. Fair enough, I wouldn’t want to buy bedding I thought was new that has been on someone else’s bed! It is a fair and reasonable policy. Our new quilts and covers from Dorma Dunelm have actually given us consistent “ sleep,like a log/baby” nights. You can’t put a price on a good nights kip, thanks, Dunelm.”

Helpful Report

Posted 2 years ago

“Bought a lamp shade that was reduced only to get home to see cracks inside after unraping it. I went back to the store and they refused to exchange it as it was written non returnable yet it was damaged. They told me they can't do anything about it and I just had to settle for a broken unit.”

Helpful Report

Posted 2 years ago

“Visit the Dunelm store at Colchester quite often same old problem no staff around to assist. Went yesterday February 20th asked a lady with a clipboard if there was someone to assist us she said i will get someone they never materialised eventually found the main items we wanted. Large amount of people waiting to pay only two tills open and on a Saturday at that. Before leaving i used the ladies toilet the disabled one it was disgusting dirty not been flushed not that the store left it unflushed but any staff that are supposed to keep the toilets clean need sacking as obviously from opening the store nobody keeps check on the state of them. Used the toilets a few weeks back dirty then why? The manager of this store really needs to get their act together as to how this place is run on a daily basis.”

Helpful Report

Posted 2 years ago

“Beware when ordering made to measure curtains in store.I went in to the store to order 3 sets of made to measure curtains. I just had to give the pole width and then the length I wanted .Firstly even when going in store it's classed as a online order. When the curtains came for a 80 inch pole they made each curtain 100 inches wide. They are far to full for the windows. The curtains did get sent back to the work room but due to how they Dunelm work out the measurements a bit complicated and not explained when I was ordering them. They say there is nothing they can do for me. It said 83 inches wide on the invoice.I’ve been left £ 715 out of pocket with although beautifully made curtains they have been made far to wide and look ridiculous when open.”

Helpful Report

Posted 2 years ago

“I ordered a set of metal storage tins online, drove 13 miles to pick them. The store assistant put them on the counter and immediately marked as collected as I received an email. The tins were dented, scratched and had a big reduced sticker on the side, I had paid full price. I asked if I could have undamaged ones so they checked but couldn't find any. I would rather have been told they were not available than travel all that way to have damaged items try to be fobbed as as full price sale worthy items. Extremely disappointed as have been a dunelm customer for years, wont be returning.”

Helpful Report

Posted 2 years ago

Dunelm is rated 2.3 based on 1,093 reviews