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

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“Customer service person, Bill, at Colchester dunhelm,was excellent and genuine in helping us to buy a rug also very informative a very positive asset to dunhelm”

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Posted 6 years ago

“Superb service from Linda at the Chelmsford Clocktower branch.”

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Posted 6 years ago

“Went into duelm in Worcester looking for lights the one I wanted was out of stock Jodie the assistant was so helpful she tried to order one but the warehouse was out of stock she managed to find one in kiddermister store and called to reserve one for us. Nothing was too much trouble. A credit to your store”

Helpful Report

Posted 6 years ago

“Two home deliveries failed to happen of which I wasn’t informed about had I not called Dunelm regarding a delivery time. This was in September this year. As a ‘gesture of goodwill’ and to compensate the inconvenience of me having to visit a store to get my items, I was told a £30 gift card would be sent to me. Weeks passed and nothing was received. I made several phone calls and yet again promised a gift card would be sent but nothing was ever received! I sent two emails chasing this and they were both ignored!! It’s now nearly the end of December and still nothing. Absolutely shocking ‘service’ and will not be shopping with Dunelm again!!”

Helpful Report

Posted 6 years ago

“Linda in dunelm at clocktower, Chelmsford was extremely helpful in searching through stock to source exactly the item I requested.”

Helpful Report

Posted 6 years ago

“Oh dear. If they could get it wrong, then unfortunately they did. We bought a new mattress for our new bed when moving to a new property. The latest delivery time was still perfect as it was to be before we moved in. The day before we moved in, still no mattress so next day I phoned to ask where it was to be told it would be another week. When I told the customer service guy it wasn't acceptable as we had no bed to sleep on he said sorry but nothing I can do to speed it up. They blamed the delivery company but offered me a good will refund for the delay. Not happy having to sleep on the floor for a week, but I was promised it would be delivered the following Thursday and this was confirmed by the delivery company he told me. The delivery company phoned on the Wednesday to arrange delivery for the Saturday and I said no, and it had been promised for the Thursday, to be told that Dunelm only processed the order to them 2 days previous, which was 10 days after I bought and paid for it!!!! Eventually it was sorted so that delivery did take place on the Thursday, however 1 week after being promised the refund, still nothing although told it would take 3 days. So another phone call and astonishingly, the refund hadn't been processed. The 2 stars is for the mattress as it so far seems good, but nothing I am afraid for the customer service and delivery. If it wasn't for me doing all the chasing then I doubt the mattress would have been delivered yet.”

Helpful Report

Posted 6 years ago

“Usually love shopping in Dunhelm. Wanted a new sofa and chair so searched their website which is absolute rubbish, unable to negotiate round the site as screen freezes at certain information. So I ordered in store and whilst the staff were very good it took them ages to negotiate the site and place the order as well. Suite ordered, due Dec 1st. No communication. Several calls to Customer Service and an in store visit. Fobbed off several times by them, very upsetting at this time of year and have to keep on to them to get any satisfaction. Having read previous reviews about failure to deliver and receiving damaged goods I was not confident. Through sheer persistence I have finally got my suite yesterday Dec 21st. Delivered by Panther who kept me in touch all the time via e.mail text and phone calls. I personally have had no problem with Panther. the delivery men were polite and helpful. Bad show Dunhelm, well done Panther!”

Helpful Report

Posted 6 years ago

“I ordered a dreamland fur overblanket to be picked up at Garston branch, Liverpool. Absolutely no problems, kept up to date and at store when stated. And I love the overblanket.”

Helpful Report

Posted 6 years ago

“Wanted to buy a cushion pad, they were all unwrapped, " no packaging" so looked a little grubby! People touching,falling on the floor, even taking them to the till where other items have been is never a good thing so I wanted to convey my thought via the very unfriendly cashier at your store in Oxford She told me very sternly when I asked her to pass my comments on the I Need to go online to complain, So I AM. It's little wonder the high streets dying when you get no customer service skills who seem it's all a terrible Inconvience , so I walked off and bought nothing, if I want a cushion pad I'll buy one online.”

Helpful Report

Posted 6 years ago

“The website is shockingly bad. I was unable to get to any measurements as the 'description' button refused to work on my laptop, tablet & phone. I tried to contact Dunelm to give feedback, however this is impossible if you don't have an order number. Why would I have an order number if I can't find the measurements of an item???? I then thought of calling them but there's only an 0345 number! I'm sure the shop staff are great, however I didn't get that far, I bought from elsewhere. I only gave 1 star as I couldn't give no stars.”

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Posted 6 years ago

“Thank you, I have just received delivery of my furniture, the delivery men couldn’t have been more helpful Excellent service from store to door. I will certainly shop at Dunelm again and recommend you to all my friends”

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Posted 6 years ago

“Didn't allow exchange/return of awful quality bedding. Awful service and rude staff. Don't buy from Dunelm”

Helpful Report

Posted 6 years ago

“Have not received my curtains in the lead time promised! Had to wait 30 mins to get through on the telephone to be told it would take 72 hours to "investigate" what went wrong, meanwhile no curtains but the company has my money. Very bad customer service!!”

Helpful Report

Posted 6 years ago

“Website for ordering does not work and on hold via customer services for 18 minutes!!”

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Posted 6 years ago

“Bought 2 made to measure vertical blinds. One fits perfect the other doesn’t. Sent all photos requested by Dunelm to show my measurement correct they say My measurement ordered wrong. They can see in photos I am right but won’t have it. I have bought blinds exactly like this made to measure from blind2go never had a problem, if they had colour I wanted would have ordered from them again. I won’t be using Dunelm ever again. Problems do occur with orders but it’s how it is dealt with that matters. They choose to disregard my problem. If you want blinds try blinds2go don’t bother with Dunelm. Customer services leaves a lot to be desired.”

Helpful Report

Posted 6 years ago

“Worst company I’ve dealt with this is not happen once it’s happened quite a few times you order-your items pay get a email back sayin thanks be sent out soon,then the next day email saying that it’s not in stock ones that are have been reduced this happens with all the time !!”

Helpful Report

Posted 6 years ago

“Purchased curtains online as unavailable in shop. Parcel thrown over gate - secure but unprofessional. Found to be faulty so had to email photo in order to get them replaced and collected. Waited for 10 days and took day off - no phoned and turns out no order replacement had been actioned, so staff member actioned replacement to arrive 3-5 days. No collection made so day off taken was wasted! Phoned to say no c collection had taken place - staff member unsympathetic would not put me through to manager. Will not let me have curtains until the faulty ones collected - catch 22! She has ordered another collection for next week - 'when do I get my curtains?' she said not until the others are collected! Meanwhile without curtains in a front room for weeks now! NOT my fault their products were faulty and I had provided proof! Will never use Dunelm again unless I can purchase items in shop.”

Helpful Report

Posted 6 years ago

“I have copied an email that I have sent to the CEO as I am fed up of dealing with the incompetent staff at the Altrincham branch. If you are thinking of getting made to measure curtains or blinds..... DONT! Dear Mr Wilkinson, I am emailing you regarding an ongoing issue I am having with the Altincham branch of Dunelm. I am very disappointed that I have had to take such measures, however as I have not been able to reach a resolution using your company complaints procedure I have decided to contact you is the best way to proceed. Attached below is my initial email of complaint sent on Friday 9th November 2018: To whom it may concern, I am sending this complaint because I am dissatisfied with the service I have been provided by the 'made to measure service' at the Altrincham store. I initially visited Dunelm in Altrincham on 25th September 2018 with a view to purchasing made to measure curtains blinds for the whole of my house. I was quite clear from the intial consultation that we would require measuring, fitting and all curtain poles and tracks for blinds. I requested my samples, and an appointment was made for the windows to be measured on Thursday 4th October. Unfortunately, when the 'expert' came to take the measurements, he missed out 2 windows. So on Friday 5th October when I went to place my order with my selected fabrics, I was unable to do so as not all the measurements were available. Furthermore, the 2 staff members I encountered on the 'made to measure' desk were both quite vocal in telling me 'they did not know what they were doing' regarding the inputting of the measurements. Needless to say, this did not fill me with confidence, and I opted to return to the store on Monday 8th October when they assured me a more senior member of staff would be able to place my order. On Monday 8th October I returned to the store to place my order. All was going well until when running through the order, it transpired that the fitting of the curtains and blinds, and also the curtain poles had not been added to my order. This was only highlighted when I, as the customer, asked that we go through the order to check that everything required was there. By this point I was becoming increasingly frustrated, however because I had spent over a week dealing with your company I decided to persevere. I was informed it would be 4 weeks for the curtains and blinds to be made. I paid a deposit of £768, half the cost of the curtains and blinds with an additional £330 outstanding for the curtain poles. On Monday 5th November, with 4 weeks having passed I decided to go into the store to check the status of my order having heard nothing. I was advised that the curtains and blinds had arrived, however they were awaiting delivery of the curtain poles. I was assured these usually arrive the same week, and that somebody would chase the delivery the next day (Tuesday 6th November) and contact me to update me. I enquired about fitting and was informed there was a slot available for fitting on Friday 9th November afternoon, or if not early next week. As we have now been without curtains/blinds for over a month I informed the staff member I would like this slot, and I would arrange to take holiday from work. I also asked that should there be any reason why they couldn't be fitted on Friday 9th November someone contact me so as not to waste a day of my annual leave. Again, no contact was made by the store. On Wednesday 7th November, i returned to the store and spoke to another staff member who informed me nobody had been able to make contact with the warehouse that distributes the curtain poles, but that somebody would contact me on Thursday 8th November to confirm whether they had arrived and whether fitting would go ahead on Friday. I waited until 5pm yesterday, and still I had heard nothing. Not wanting to make my 3rd visit of the week to the store, I made contact by telephone. After being kept on hold for 15 minutes I was eventually informed that the curtain poles have been sent to the wrong store, and the next time a fitter could accommodate me would be Monday 19th November. Frankly this is not good enough. Not only have I now wasted a days annual leave for a fitting that didn't take place, I have a prolonged wait to have the curtains and blinds fitted due to an error that isn't my fault. I appreciate that mistakes are made, however the whole experience has been plagued by the inability of staff supposedly specialising in 'made to measure' being unable to communicate effectively. I have been significantly inconvenienced and I feel I have had to manage the whole process myself. As a paying customer I feel this is unacceptable. I await your response with details of how I will be compensated. Yours sincerely, Rebecca Morton Having submitted my complaint on 9/11/2018 I received an automated email informing this would be responded to within 72 hours. By Wednesday 14th November 2018, having had no response I contacted your customer service team via twitter, where I was informed my complaint would be highlighted to the appropriate team. Later that day I received an email informing me that the complaint had been passed to the Altrincham store to look into 'straight away' and that somebody would contact me within 48 hours. Imagine my surprise, when on Friday 15th November I received email and text notification of my fitting being rescheduled AGAIN to Wednesday 28th November. Having not had any contact from the store to inform me of this, I contacted the store to clarify, and was informed by the made to measure 'Team Leader' that the curtain poles that had originally been delivered to the wrong store had now been lost completely, hence a further delay on the fitting. Once again, it was only due to me pursuing this that I was informed. The 'Team Leader' assured me that once the curtains, blinds & poles had been delivered and fitted she would discuss a gesture of goodwill to compensate for the inconvenience experienced so far. On Monday 26th November, having heard nothing I decided to visit the store to clarify when we would need to pay the remaining balance. It was fortunate that I made this trip, as I was told by a staff member that the final balance was due on that day. Yet again, no communication from the store regarding this. Worryingly, when I asked to speak to the store manager about my dissatisfaction about the service I have experienced, she refused to come and speak to me. Also worryingly, and also rather disappointingly, I was informed by an employee that the missing curtain poles and not actually ever been ordered; meaning that I had been lied to. On Wednesday 28th November, excited at the prospect of coming home to newly fitted curtains and blinds, I received a phone call from my partner explaining to me there was a problem with the fitting. Unfortunately, despite the 'expert' measurer clearly stating on the order form that tracks would be required to fit the curtains for our bay windows, your made to measure 'Team Leader' had advised us to purchase poles. We are now nearly 2 months down the line from placing the order, and we still remain without curtains in our living room and bedroom, the most utilised rooms in our house. Not to mention, we have now used 3 days of our annual leave to accommodate a fitting which should have only taken a couple of hours. Following the incident on 28th November, I was promised faithfully by the store manager that she would personally see to it that the correct tracks were ordered and the remainder of our fitting would be made a priority. Nearly a week has passed and I have yet to hear from her, instead I have had to continually chase to be updated on the status of the order. We have now been given an appointment for the remaining curtains to be fitted on Thursday 13th December, however that is dependent on the awaited tracks being dispatched- I won't hold my breath. I only hope that this won't be another day of our precious annual leave wasted. We chose Dunelm to purchase our curtains and blinds from because we have been loyal customers for a number of years, unfortunately we will not be returning and neither would I recommend anyone to purchase from you. I have taken the liberty of attaching the Dunelm 'vision & strategy' from the company website. I would like to ask you whether you feel the experience I have described above fulfils this? OUR VISION IS TO BE THE LEADING MULTICHANNEL SPECIALIST. FAMOUS FOR style, value, quality AND ease of shopping. OUR PURPOSE IS TO HELP EVERYONE CREATE A HOME THEY LOVE. I look forward to hearing from you. Yours sincerely, Rebecca Morton”

Helpful Report

Posted 6 years ago

“We put in an order in October and a delivery for three items that were supposed to be delivered in November. We received two out of three items so they just didn't delivery a 3 seater sofa. Contacted them every single day and they just did not respond at all. A picture frame was broken. An armchair was scuffed up. Two rugs were lost and we had to chase them to get it delivered again. Spent hours and stress dealing with this and they are just saying 'the evidence we have says the sofa was delivered' which is ludicrous so they HAVE STOLEN OUR MONEY and not giving us the sofa or refund!!!! Absolutely fuming and so stressed out, they have said we have to now sue them!!!! DO NOT SHOP HERE. Frauds.”

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Posted 6 years ago

“Don’t normally do reviews, But this has to be said swansea dunelm, I’ds possibly the worst store to ever visit.booked an appointment with consultant to have blinds measured boooked 2 weeks ago,waited in all day no phone call no email nothing tried ringing store was told management would ring back and no phone call I will never visit or buy fro this store again”

Helpful Report

Posted 6 years ago

Dunelm is rated 2.3 based on 1,107 reviews