Dunelm Reviews

Name: Dunelm
Rating: 2.25

2.3 Rating 1,106 Reviews

30 %

of reviewers recommend Dunelm

Company Reviews

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Metrics

2.3

Based on 1,106 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

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

“I placed a click and collect yesterday evening at 6.30pm. My email said the order should be ready to collect after 2 hours. The store closed at 8pm and reopened at 9am the next morning. I went into the Maidstone store at 9.30am, thinking that was 2 hours of opening time overall (6.30pm to 8pm and then 9am to 9.30am). I was told that my order wasn't ready to collect yet, which under normal circumstances is fair enough. But my mum has just been diagnosed with terminal cancer and only a few months to live. I was told at 5.30pm yesterday evening that she was going to be moved to end of care accommodation at midday today. The end of care accommodation has no net curtains or regular curtains and is overlooked by a road and other houses. I desperately wanted to get my mum some net curtains put up before she reached the accommodation at 12.30pm and so I apologised to the staff for coming in right on 2 hours of collection time, but explained that my mum is terminally ill and needs net curtains to protect her privacy in her end of life accommodation from early afternoon today (she will need to be strip washed in bed and have her incontinence pads changed in bed - she will be 100 percent bedbound and cared for by carers). I don't want people seeing my mum naked whilst being bed washed, which is the reason why I needed the net curtains so urgently. I did my best to explain this to two members of staff at Dunelm Maidstone and I was really friendly and polite. I even offered twice to go and get the items from the shelf myself and cancel the click and collect order, but they refused to let me do this. The first member of staff was quite stroppy with me, and moaned at me for a good two minutes that I was early and shouldn't have come in before I received a collection ready email. The second member of staff literally raised her voice very loudly to me and ranted and raged that I'd turned up early. When I explained about my mum being terminally ill and apologised for being early, they both ignored me and wouldn't even look at me. They both just walked off after I'd paid for me order and didn't say anything in response to my apology or to me saying my mum is terminally ill. I was humiliated because they ranted at me in front of several other customers. I was so embarrassed and shocked by their raising voices at me and ranting at me that I almost burst into tears when I left the store. When I got to the end of life accommodation I had a big cry in private about how they'd spoken to me. No matter how early someone turns up for a click and collect order, they don't deserve to be ranted and raged at and embarrassed in front of other customers. I have complained to the customer service department online and all they said was that customers shouldn't turn up before receiving a click and collect ready email and that my complaint will be passed to the Maidstone store, but that they never give feedback on a complaint. Again, there was no apology or kindness from the customer service team either. I doubt I will ever shop in Dunelm Maidstone ever again. Heartless and rude and shouty staff.”

Helpful Report

Posted 5 months ago

“AVOID AVOID AVOID AVOID AVOID AVOID Unfortunately cannot give zero stars or what should really be minus stars! My advice to anyone thinking of using their online service is DON'T the company will give you a delivery date which will not be met so you have to rearrange any tradesmen again. Delivery of fragile goods such as ceramic item will have zero protective covering such as bubble wrap or polystyrene . As for any level of customer service; this doesn't exist anywhere in this company. I have written up to board level and got no reply. The majority of the customer service staff cannot even read the email you send and if you do get any form of response it will be utter cr*p. I live in Scotland and they thought that was in the Channel Islands - their intelligence levels are on par with an Amoeba! I gave up trying to resolve the poor customer service level for the sake of my own health. JUST DO NOT BUY ANYTHING FROM THEM.”

Helpful Report

Posted 5 months ago

“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 5 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 5 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 5 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 6 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 6 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 6 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 6 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 6 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 6 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 7 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 7 months ago

“Appalling service”

Helpful Report

Posted 7 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 8 months ago

“Purchased shower rail from cannock store fell down 4 times in the week and broke a vase that was a present from my parents”

Helpful Report

Posted 8 months ago

“We ordered garden table and chairs and were told it would be delivered by 1st of August Got a message from the delivery company AIT Home Delivery the day before saying there was a problem and to get in touch It turns out that the date Dunelm gave us is the date that AIT received it from them and not the actual delivery date to the customer. Our actual delivery date is now the 6th of August Apparently this happens all the time so be aware that the date you are given is not the customers delivery date. Totally disappointing as we changed our schedule to suit the first date. Very unprofessional and totally avoidable bad service from Dunelm”

Helpful Report

Posted 8 months ago

“I am Really Upset and very Unhappy, after several issues placing an order online (spoke with 2 advisors via online chat) on the Dunelm website for the 'Elements Peacock Hanging Egg Chair', I finally placed my order for 2 of them along with 2 Singapore black egg chairs as well, all monies were taken, delivery date set for Wednesday 31st July and suddenly today 28/07/2024 I get an email saying I have been refunded, prior email today to the refund one says my 2 Elements Peacock Hanging Egg Chairs have been cancelled and refund sent. No explanation from Dunelm as to why they have cancelled, but I am so very dissapointed as I'm in process of painting my existing wooden garden furniture to match these peacock chairs , that are now not arriving ! The chairs were in stock on the website at time of ordering on 22/07/2024 so I have no idea why they cancelled them, this was an order of £567.15, it was personally my first order with them, and if this is how they treat their customers, it may well be my only order with them now. I am one very unhappy customer tonight, yes Dunelm are refunding me and rightly so, but that is beside the point, if items are in stock at the time of ordering and payment taken in full, then the items should be delivered as they were booked in to be. I really do not know what else to say except I think this is very poor of Dunelm.”

Helpful Report

Posted 8 months ago

“Bought a saucepan today from Blackpole store. Specifically asked if it was appropriate for an induction hob. Assured it was. Guess what ? It doesn't work. A 25 mile trip wasted pllus 25 miles to return it.”

Helpful Report

Posted 8 months ago

“Sorry but you have a very poor delivery service worse I’ve ever known no camncation don’t stick to delivery dates ether ! 😩I’m still waiting”

Helpful Report

Posted 8 months ago

Dunelm is rated 2.3 based on 1,106 reviews