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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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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I am considering reporting Dunelm to Trading Standards. I wanted two chairs which were instore for £159 each. Since I needed delivery and ordered at the store they charged £169 each and a delivery charged. I contacted customer services who would not help in any way apart from to cancel the order. Very poor customer service, no real route to complain. They deserve no stars!”

Helpful Report

Posted 1 year ago

“Purchased a chair online, the chair was delivered and was absolutely clear it was a shop soiled repacked item, it was reported to the Trading standards who are investigating, please beware and check you items carefully”

Helpful Report

Posted 1 year ago

“Bought made to measure curtain from Dunlem Romford store on Dec 2022. Two staffs came with delivered on Feb 2023 but failed to deliver all the product ordereed. Unprofessional Dunelm fitters, two person spent whole day and manage to put only one bay window curtains. also damage window frames. Took more than 3 months to sand rest of the missing product and fit all th courtains. I have made complain to the Romford store in Feb 2023 for not being able to deliver all th eproduct, and unprofessionally fitting and damange by Dunlem staff. email Romford store with all the details and pics. Only response I have received from store is someone is looking into it and will get back to me shortly. It has been over a year and Dunlem Romford store hasn't been done anything about it. I have visited several times to the store and every time some one new been intriduce as manger with one comment ' I wasnt aware of this and I will get back to you'. Then same email as a reply some one is looking into it and will get back shortly. It is frastrating to get such poor customer service from a big brand company.”

Helpful Report

Posted 1 year ago

“I purchased a black and white striped blind. It arrived in grey and cream approximately two weeks ago. I called them three times,wrote three emails,and eventually,thery agreed to collect it,and offer me a refund or replacement.I decided to accept a refund for obvious reasons. TWO weeks later,I am still awaiting collection fo the incorrect blind. I paid by Paypla lickily,and they have opened a case with Dunelm for me.It continues. A disgracedful show,and I would never contemplate buying from them again. It this is Dunelm's idea of 'customer service', then forget it.Pathetic.# Paul Johnson.”

Helpful Report

Posted 1 year ago

“Dunelm using Evri as couriers. One of the worst carriers in the country. We buy from Dunelm to receive quality goods. We have received damaged packages and even a damaged lamp shade where box had been opened. Waste of time complaining to Evri.... they don't care. If Dunelm continue to use Evri, then they don't care either”

Helpful Report

Posted 1 year ago

“Faulty products though store agreed refund they insisted on calling it unsuitable size not faulty even though the light went with a bang , worryingly with electrical products”

Helpful Report

Posted 1 year ago

“Bought an item for the Bathroom and fine for few months. Rust set in and not suitable and bits of rusty metal dust all over the place. Item should have been waterproof of a warning of possible rush. Approached staff and Store Manager will not replace/refund or recognize that has completely rusted all over. Refund are only given within 28 days, but rust set in after 3-4 moths. Manager responded quote " You should have the common sense to know that Bath-tub metal rack will rust". Unbelievable response. Another Staff member become unpleasant and asked that this rusted item should not be left in the store - So rude, unplesant and not good at explaining what he meant quote " Take your item with you as you paid for it and take it out of the Store". Sadly, I will never shop at Dunelm again.”

Helpful Report

Posted 1 year ago

“Do NOT purchase Constellation luggage from this retailer . One trip two sets of wheels broke off. Response from Dunelm “ claim off the airline” Dunelm customer service . An oxymoron.”

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Posted 1 year ago

“The staff in STRAIGHTON brach are so rude. I agree with every one star!!!!! The staff are rude, dont know their job, stuff is rubbish. Paul the manager is a liar and doest kniw the difference between a fitted sheet and natress protector. So because of all this i git barred. Then 2 months later my uncle gor barred. I was told his advancenents to staff made them feel uncomfortable lol hes 70yrs old!!! When we threatened with slander they totally changed their story, bunch of cleeky liars. Avoid if you can as all branches seem to be as rude. Go to Matlan or ikea 😁”

Helpful Report

Posted 1 year ago

“Please please pleaseeeeeee don't bother to buy nothing from Dunelm, on 15th February I order a free stand large mirror from them. And for 6 days I have to ask for a replacement because each time the mirror came smashed. I was very frustrated and annoyed because I really want the mirror. So I thought first time came broken, sometimes can happens, I call costumer service the send a second replacement, and again came broken. I thought is this a joke? I try for the 3 Time asking for extra security on the package as is obvious that Dunelm packaging is seriously wrong, no signs that is a fragil item on tje outside of the package and very little protection in order that such fragil item won't break on the way. Sadly the 3 time came broken again. They don't care, and they won't so please avoid buying absolutely nothing from this people. I'm terribly disgusted with the whole process, I have to ask for a refund in the end wich I wasn't happy. Honestly this is so wrong, avoid avoid avoid.”

Helpful Report

Posted 1 year ago

“Very rude & grumpy woman on till just now when I was collecting an item from click & collect in the Chichester branch. No please or thank you just abrupt & curt. This is not the first time I’ve encountered this person hence the reason for writing this review. Politeness & manners goes a long way but obviously not with her.”

Helpful Report

Posted 1 year ago

“I bought a forget king size quilt but after one month the stitching is all coming undone my mum already return the same one because the same problem what can I do havent got the packaging what can I do”

Helpful Report

Posted 1 year ago

“Ordered 2 cushions for my sisters birthday. order said they would be here BY 1st feb, so thought they could even be early. Leaving early tomorrow to visit sister minus cushions as they have NOT arrived they will be going back to dunelm if I ever receive them. Will NEVER order from them again.”

Helpful Report

Posted 1 year ago

“I bought 2 Nevada drawer sets assembled them, the toxic smell from them after a day was awful made me feel sick. I aired them and put neutralise ball in room with them, no better. Contacted Dunelm to return via chat they said I had to take apart and pack up I said I couldn't do that. 3 times they said they would take them assembled via DHL who said they would come back at the end if the day when van empty but did not. As a previous post, no apology, no solution not interested.”

Helpful Report

Posted 1 year ago

“I actually cannot believe how horrendous the service has been with Dunelm! I ordered a parcel which was sent to my old address, and the parcel was then 'returned to sender' via the courier. The courier didn't scan the parcel back and no tracking information was provided, and despite providing evidence on my old apartment buildings log book of the collection, and CCTV evidence of him taking the parcel, they refused my refund! They actually had the audacity to tell me to go to the police, when it's their fault their courier has misplaced or stolen my parcel. In a climate where retail stores are struggling, a company like this doesn't deserve to exist. I have had issues with their competitors like The Range, Next, John Lewis and all have had amazing customer service.. Piece of advice, don't risk buying from them! I am out of pocket by hundreds of pounds and having to take further legal action. Absolutely disgusting!!!”

Helpful Report

Posted 1 year ago

“First time I ordered from Dunelm and they sent me the wrong item and after a long wait for an adviser to become available on the chat, got kicked out so had to queue for ages again. Only to be told that the item is no longer available and they will have to wait to receive the wrong item before they could refund me. And this is while the item is still available on the website, which I pointed out and they said it's an error on their stock system. It really doesn't seem like this company know what they're doing. Not being funny but my order was for 2 items and they couldn't even get it right. Instead of refunding me straight out , they just decided to send me a random replacement whilst withholding my money. They then arranged collection which went fine and delivered on Monday but apparently now I have to wait until it's been delivered to their returns warehouse and won't get my money back until at least the 2nd February!!!! Wouldn't it make sense to get it sent straight to their return warehouse as apparently it's in their network now, whatever that means???!!! A sorry excuse of a company!!! And the adviser had the nerve to say it was because not all people are honest, well Dunelm is a perfect example that not all companies are honest!!!”

Helpful Report

Posted 1 year ago

“Shocking to receive a sideboard ordered online and it doesn't even assemble properly . Not enough screws which we then had to pay extra for online !! No apology and only bother to respond when it suits them . No offer of an apology . Never will i use this shambles of a company again”

Helpful Report

Posted 1 year ago

“Shocking customer service. Items missing from box. Cannot send the missing items in the post, instead I am expected to make a 52mile round trip to my nearest store to collect a replacement item. Outrageous. My time and finances are penalised for their errors. Do NOT BUY IN STORE is my advice !”

Helpful Report

Posted 1 year ago

“Absolutely poor service - out of 6 orders places notification then received that items out of stock for click and collect 2 items collected have been broken! Customer services are inept and have no idea how to respond to a complaint! Generally poor all round!”

Helpful Report

Posted 1 year ago

“bought a pair of blackout curtains in the sale for 85£.What a waste of money.They are more like a tarpaulin sheets.Very hard and thin and not blackout”

Helpful Report

Posted 1 year ago

Dunelm is rated 2.3 based on 1,107 reviews