Dunelm Reviews

Name: Dunelm
Rating: 2.26

2.3 Rating 1,095 Reviews

30 %

of reviewers recommend Dunelm

Company Reviews

Questions

Metrics

2.3

Based on 1,095 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

Visit Website

Write Your review

Tell us how Dunelm made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

“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. Just 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 £1,314.05, and it’s been nothing but trouble. Here’s what we’ve experienced: - Mould is growing inside the cushions—even the ones that haven’t been cleaned. - Despite being advertised as stain-resistant, the sofa stains and turns blue/black when cleaned according to the provided instructions. - There's a strange black glitter-like substance that transfers to skin and is hard to remove. - 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! - The sofa cushions are supposed to be water-resistant, but they’ve clearly soaked up moisture, causing the mould—despite us following the instructions and air-drying the cushions. We'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’d steer clear of this one.”

Dunelm 1 star review on 22nd October 2024

Helpful Report

Posted 2 months ago

“This morning I received 1 of 2 parcels from an online order. Upon opening the grey / cream throw has a red thread going through it. Who on earth is doing there quality check. Its quite shocking that it was allowed to be sent out to be delivered to a customer as its very noticeable. Very disappointing experience”

Helpful Report

Posted 2 months ago

“I have visited Dunelm Cribbs Causeway on numerous occasions, everytime the toilets are dirty and not cleaned properly.I have complained and I have been reassured that they are cleaned daily , I think the Manager’s interpretation of clean is completely different from mine !!”

Helpful Report

Posted 2 months ago

“To the consumers out there a bit of advice on this product which I have bought nearly a year ago (Indi TV Unit, Rattan for TVs up to 60) Item No. 3072764 £349 I have a problem with this product on the top surface after a while, you will start seeing knots appearing on several places the top surface Already reported to Dunelm. They have sent they have contacted the manufacturers (emmiera company) the manufacture technician has came out and stated that it is the customer's fault. They have dropped chemicals on it. Nevertheless, please be careful of buying this product.”

Helpful Report

Posted 3 months ago

“Just 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 £1,314.05, and it’s been nothing but trouble. Here’s what we’ve experienced: - Mould is growing inside the cushions—even the ones that haven’t been cleaned. - Despite being advertised as stain-resistant, the sofa stains and turns blue/black when cleaned according to the provided instructions. - There's a strange black glitter-like substance that transfers to skin and is hard to remove. - 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! - The sofa cushions are supposed to be water-resistant, but they’ve clearly soaked up moisture, causing the mould—despite us following the instructions and air-drying the cushions. We'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’d steer clear of this one. Has anyone else had similar issues with Dunelm furniture?”

Helpful Report

Posted 3 months ago

“The staff in the cafe are really nice, which is more than I can say about the sausage bun, whatever the sausage is that they're using they need to STOP and buy better, it was awful 😞”

Helpful Report

Posted 3 months ago

“My order didn’t arrive.The delivery company produced a picture of it on a van seat.I complained to them and received an apology.Despite numerous emails to Dunelm including the response from Evri advising it was lost I received no response.Obviously no communication between them.I would never order on line from this company again and waste my money.”

Helpful Report

Posted 3 months ago

“Nu ajunge nimic bun la destinatie datorita ca dunelm angajaza oameni fara experienta iar box sant aruncate cu piciorul si trantite rupte asa ca cumparati produse deteriorate.”

Helpful Report

Posted 3 months ago

“Mattress sagged and lumpy after 6 months dunhelm would not replace or refund and was told if we made a complaint decision would not change”

Helpful Report

Posted 3 months ago

“5* - First class customer service yesterday by Ant at Stockport. He helped me to choose the right bedding range, was very knowledgeable and professional. Nothing was too much trouble attitude and even offered to take my chosen items to be kept at check out whilst I finished my shop. I wish all customer service personnel were like this!”

Helpful Report

Posted 3 months ago

“Yet again, your delivery service is absolutely rubbish, our item was supposed to be specifically delivered today, we wait in, and we have just received a phone call from AIT confirming we need to select a date next week, so will now need to book a days holiday !!! As a loyal customer who was planning to buy many more items for a home renovation, yet again your service is shocking... Your company has been going down hill for a while. You urgently need to sort your systems out, as you have now lost a VERY loyal customer who has spent thousands over the years !!!”

Helpful Report

Posted 3 months ago

“Ordered a mattress and was told that it had been dispatched and the delivery was 18th September. I stopped in all day but no delivery arrived. Tried to contact customer service today and finally got through to be told they would email the delivery company and ask them to call me. After a few hours of not hearing anything back i called again to be told the same thing. I finally got a call back at 4.30pm and then get cut off. I called back and spoke to someone else who said that the next delivery would be next Wednesday! I asked for the delivery agency number to be told they don't have it!! How can they not have it??? After the call I decided to cancel my order as the only reason I placed the order with Dunelm was for quick delivery. I would rather spend my money elsewhere if it can't be delivered until next Wednesday. However, I have found that I can't even cancel my order online so here's to another fun day tomorrow trying to contact somebody! I will never order from Dunelm again and will be telling my family and friends not to either”

Helpful Report

Posted 4 months ago

“***BE WARNED*** ***Be Warned*** My sister bought furniture online from Dunelm, she's not great at building so I went up to build her tv cabinet firstly, got half way through and realised piece number 5 was cut about 30mm too short. Couldn't continue due to this, my sister called and asked for a replacement piece. Dunelm stated this wasn't possible and she would have to return the lot. So again I had to go up to strip what I built and re-box. She was then told delivery would be Monday (today). But they couldn't give her a time until night before. My sister works, luckily I'm on holiday and will now have to sit at her house between 5pm and 7pm. DUNELM I HAVE HONESTLY GOT BETTER THINGS TO BE DOING THAN RUNNING ABOUT DUE TO YOUR INCOMPETENCE AND WASTING MY TIME. SHOCKING.”

Helpful Report

Posted 4 months ago

“Paid £125 for a chrome floor standing lamp but the thread on the joining tubes were so oversize that it just kept falling apart. How do they get away with selling junk like this?”

Helpful Report

Posted 4 months ago

“I am very disappointed, I would not recommend this company to anyone, the bed arrived damaged and without the mattress, which I have already paid for, it should have come all together, now waiting to know when the mattress will arrive, everything is very disorganized”

Dunelm 1 star review on 30th August 2024

Helpful Report

Posted 4 months ago

“Appalling service”

Helpful Report

Posted 4 months ago

“First time I’ve ever been to Dunelm. This one was in Colliers Wood. Impressed with the selection of products and it all appeared good value (can be deceptive if the quality is poor of course). What I was seriously unimpressed by was the complete contempt the store staff meted out to their customers. Had to queue for ages with only one person serving and six other staff milling around doing absolutely nothing. They all ignored the growing queue forming and my requests for extra staff to be put on the tills. Do they forget that the £200+ I spent in the store paid for a couple of people’s wages for the day. I spoke to the manager about the lack of customer care and sadly he seemed pretty gormless so I doubt much will change. This branch needs a good injection of enthusiasm and better management.”

Helpful Report

Posted 4 months ago

“Since ordering a dining table from dunelm the journey had been a complete nightmare! Received an email yesterday from DHL stating delivery would be between 10.50-11.50 waited in. Called customer service several times to see if they had any updates...I asked what happens if my table doesn't arrive today. An advisor stated it would be resent today but they had no control of what courier was used. I said if it didn't arrive today I'd be cancelling..as I wasn't going the absolute nightmare with DHL again. I received an email 2 mins before 5.30 yesterday from DHL saying delivery was delayed as they couldn't "access my address" I've never hears of such nonsense. My address is easy to find, no obstructions etc..the "thing" that delivery my table was the rudest person I've ever came across in the whole of my 66 years. Was then informed by dunelm I'd receive a £15 voucher lol I had to call 3 times to chase the voucher I was supposed to receive via email...at least they're investigating this couriers disgusting behaviour. The last advisor wasn't even going to allow me to speak to a manager until I said "let me get this right. You're stopping me from speaking to a manager" when I said I'll be seeing my lawyer she then said a manager will be calling me tomorrow! Never ever again will I be using this company!”

Helpful Report

Posted 4 months ago

“I have been overcharged by £45.00 queried with the lady who served me and she said it didn’t go through system is slow. The person in front had paid cash.Then went on and charged me for the items I had bought £3.24. Checked my bank on leaving returned to the store stating £45.00 had been charged to my account. Supervisor advised the payment wouldn’t go through, unfortunately contacted customer service as payment has been processed and now waiting a response from Brislington branch now very stressed and frustrated and £45.00 down”

Helpful Report

Posted 5 months ago

“I recently visited Dunelm brislington and stopped for some lunch and a coffee the service was excellent I was served by a lady called Lisa she very polite and made sure I had everything I needed food was hot and delicious I was very impressed.”

Helpful Report

Posted 5 months ago

Dunelm is rated 2.3 based on 1,095 reviews