Dunelm Reviews

Name: Dunelm
Rating: 2.25

2.3 Rating 1,107 Reviews

30 %

of reviewers recommend Dunelm

Company Reviews

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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

“Recently visited Dunelm store in Reading. Could not fault the customer service ,my special thanks to Andy, He gave me lots of help looking for an item even search the stock room ,finally he ordered it on line for me nothing to much trouble for him. Thank you Andy”

Helpful Report

Posted 2 years ago

“I ordered 4 items, 3 of them were broken. They've cut me off the middle of the live chat, customer service is useless. So disappointed and annoyed. 1 item I can't even get back because it's out of stock, plus they still need me to return the broken items to get my refund.”

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Posted 2 years ago

“1 star given due to miserable staff in Pontyprifdd Pausa Coffee Shop with their can't be bothered attitude. Customer service training needed or employ pleasant and helpful staff who enjoy the job. General shopping experience is a pleasure.”

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Posted 2 years ago

“called into the sittingbourne store to purchase an item which was available to collect online, couldn't see it in store so asked a member of staff Laura for assistance but she didn't want to help and was very rude, where do they get these people from. I'm a regular customer who will not be returning.”

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Posted 2 years ago

“.i bought a stripes bath mat orange from your derby store on ascot drive with a number of other items after a few weeks the stitching came apart . so i took it back on the 30th april at 12,23 i was dealth with by sophie in customer services who was rude and unhelpfull asking for my receipt which i had discarded i had proof on my banking app when i bought it and i wanted a replacement . and i got the third degree from a young lady with no manners , and was very unhelpfull ,i ended up getting a refund and getting a replacment mat from another store , i have shopped at your stores for many years , but this has really put me off shopping at your stores in the future , des pearson”

Helpful Report

Posted 2 years ago

“Order didn't show up. Cannot get through to anyone. Live chat ignoring me and making excuses or saying they will do something then not. They owe me 100 pound or a rug. Ridiculous company.”

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Posted 2 years ago

“I really used to rate Dunelm, but no more. I ordered 2 white seersucker duvet sets and a single sheet. The duvets sets arrived but no sheet. The invoice said it was out of stock. No other explanation and they took the money for it. When I opened the duvet sets I was so disappointed. Really thin and cheap.looking with marks in the material. I have tried to contact Dunelm without success. Dreadful customer service. Don't know if I will ever get my money back. Will never buy from them again. Would have given zero stars if that was an option.”

Helpful Report

Posted 2 years ago

“I used to always shop at Dunelm Mill for bedding and towels, and nets etc., it was my first and only choice. I did not visit Dunelm Mill or order online during the two years of Covid, but recently we had visitors coming to stay and I went to Eastbourne for new bedding for a king size guest bed and a child’s bed. I could not feel the the quality of the items I chose, I could only view them through clear plastic. When I got home and unwrapped them I was disappointed with the feel of the material. All the items felt a bit thin and a bit rough to the touch. Nevertheless I washed them before use, and after washing there was no life in the materials, and the items did not iron well. My guests have just left and today I washed the bedding after their first use. The cotton in all the seams is so thin and frail that pillow cases and duvets have opened on the sides, and corners are coming unstitched. I am so disappointed. Goodbye Dunelm Mill I won’t be coming back.”

Helpful Report

Posted 3 years ago

“Uddingston store first rate so helpful and considerate when online team made an absolute mess of a so called toaster order ,I must say Liz and the team in the Uddingston branch where great could not fault them there online team could learn a few things from this store .”

Helpful Report

Posted 3 years ago

“Went to buy 4 kitchen stools. Unfortunately couldn't get 4 the same. Richard who came to help and assist us could not have done any more for us. Very, very helpful, couldn't do enough to help us, phoned other store's for us, look at Web site for us.. Fantastic customer service from Richard so thank you so much for all your support.”

Helpful Report

Posted 3 years ago

“Ordered 2 wardrobes. Terrible quality. Damaged, paint chipped etc. The lady at customer service was extremely unhelpful & sarcastic.”

Helpful Report

Posted 3 years ago

“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 3 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 3 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 3 years ago

“Terrific customer service a gentleman called Colin served us”

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Posted 3 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 3 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”

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Posted 3 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.”

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Posted 3 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!”

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Posted 3 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 3 years ago

Dunelm is rated 2.3 based on 1,107 reviews