Dunelm Reviews

Name: Dunelm
Rating: 2.26

2.3 Rating 1,094 Reviews

30 %

of reviewers recommend Dunelm

Company Reviews

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Metrics

2.3

Based on 1,094 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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“Ordered a bedspread online. Packing ripped on arrival. Opened the packaging to view bedspread, decided it was too big so went to the store to return it. After waiting 20 minutes to see the manager I was told it could not be returned because it was bedding. Unused and in original packaging and returned within 7 days. Would not refund. Their own company policy does not state that bedspreads can not be returned. In breach of their own policy. Pursuing under the Consumer Contracts Regulations. DO NOT PURCHASE ANY DUVET SETS, THROWS, PILLOWCASES OR OTHER SIMILAR ITEMS YOU WILL NOT GET A REFUND IF PACKAGING OPENED. £65 out of pocket. Will never shop here again.”

Helpful Report

Posted 4 years ago

“Hi I was in Dunhelm Plymouth. Asking for help in finding an item in haberdashery I was met with complete indifference from 2 members of staff. Nearly left at that point but thankfully a young assistant called Fabien stepped in to help even though it wasnt his dept!. Then there was no-one to serve me in cutting the item. Yet again about to give up in came Felucity from another dept. So thanks to Fabien and Felicity for stopping me goi g home and ordering from the internet! No thanks to haberdashery staff! .”

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Posted 4 years ago

“Always love dunelm...shopping and cafe...but today felt i had to do a review about customer service...lady in front of me being served was met with "yeh what do you want " not even a smile also the colleague was drink pop at the counter then went outside and colleague stood at front of store smoking....not very good for store image .....radcliffe store”

Helpful Report

Posted 4 years ago

“The two men who delivered my sideboard Paul and Tony were cheerful and polite. I was extremely happy with my delivery experience. I had requested delayed delivery due to ongoing home renovations and Dunelm was happy with this arrangement.”

Helpful Report

Posted 4 years ago

“I would have given zero star but that option not there. Purchased divan bed, arrived with broken part. Replacement sent, slightly different design and two drawers completely broken. Appalling customer service trying to resolve and still not resolved.”

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Posted 4 years ago

“Cannnot fault dunelm service excellent communication 2 friendly delivery guys called paul and Tony who was really helpful and service with a smile. I really dont think you can get a better quality sofa in this price range. More than happy with it. Cant rate it enough. Love it. Thank you dunelm.”

Helpful Report

Posted 4 years ago

“Purchased two of these for our caravan sofas - very disappointed with the amount of fluff from purchase to disposal - 3 months - had to vacuum every day”

Helpful Report

Posted 4 years ago

“Well I couldn’t praise the staff in Northampton store any more ! Sonny was incredibly helpful , Dione too ..Kim was fabulous so kind and helpful , after 3 hrs in the store trying to find a complete set of bedding Kim even offered to pick up from other stores for me personally ! 😳 after trying to click&collect ..being told order accepted ..but waiting up to an hr for confirmation each time of tracking down individual items at various different stores .. Kim really couldn’t have been more helpful , even took me up to cafe and got me a cup of tea ( as I eventually found items in stock at 3 different locations, 3 hrs later ! ) Dione even rang a couple of stores for me as I was waiting some time for clarification of items in stock ! And I didn’t want to purchase part of collection without knowing I had the complete set 😊 so well done Dunelm Northampton ! Fabulous helpful , caring and such lovely staff ...ATeam ! 👏👏👏👏 thank you !”

Helpful Report

Posted 4 years ago

“Ordered Window screen on line. Delivery excellent but product not fit for purpose and no response from customer service. Very dissapointed”

Helpful Report

Posted 4 years ago

“when I purchased bedding from dunelm at Grantham store was told by a shop assistant the I could not return the bedding if I took it out of the packaging, when I asked why, she got very aggressive and said well I might have pets, so complained to head office no reply! anyway I have now washed the bedding I purchased I find the quality is awful the pillow cases look like rags. The next lot of bedding I purchased online (not dunelm) better quality, better price, better colour, delivered to the door, free returns BYE DUNELM BUY BEWARE”

Helpful Report

Posted 4 years ago

“Always have quality products at reasonable prices.”

Helpful Report

Posted 4 years ago

“We have been regular clients spending 00's every time we visit.My husband picked up two blinds with discount written on it but it was not written that there was major parts missing.When my workers started working then only we came to know.When I went back to return or replace ,service desk was irrational and put the blame that it was our mistake that we were not alert.I decided to throw those there itself and bought what I need.I can confidently say that this is undoubtedly worst shopping experience of my life.I will never visit this shop and will discourage everyone I know.It was experience of a third world country shopping when people are desperate to earn money and ready to go to any extent ,thinking of reporting it to consumer forum so that nobody gets affected.Dr N Dutta”

Helpful Report

Posted 4 years ago

“Sittingbourne branch is an embarrassment, rude, unprofessional staff. The assistant manager Laura.C had the strop of a teenager, rather than trying to amend THEIR ERROR she became aggressive, raising her voice and over speaking, unwilling to listen. I had to ask her to please go away as I felt embarrassed infront of other customers.”

Helpful Report

Posted 4 years ago

“So i ordered a wall decor to be delivered next day. I actually paid for delivery it wasnt free. On the delivery day they sent me a text and email saying its on its way to my house. I waited all day nothing got delivered. I called them to find out why, they said they gave the parcel to a driver in a small car (which was not my fault) but it was meant to be delivered by a driver with a bigger car so the delivery has been cancelled to the next 48hrs 😱 they never communicated with me or telling me of the changes i was home cancelled all my plans just to receive my parcel that never came or receive any communication. Am sure the next two questions you want to ask me is "will you buy from them again? The answer is No can you recomend? The answer is no. I dont like wasting time or being taken forgranted. If at all i will ever receive this and anybody ask me where i bought it from? I will say homesense. I wont say here coz i dont want them to buy here. Thank you”

Helpful Report

Posted 4 years ago

“I have been to dunelm cafe 5 time over this month February, im here again at the upstairs cafe and it hasn't changed a bit, still very very dirty ie food all over the floor, table cluttered with left over trays, spilt liquid on seats,the place is absolutely scruffy, I bought 2 teas this morning 1030am 25feb,I asked for tea spoons didn't have any ready, I asked for a teapot of hot water didn't have a teapot, I asked if they had any servietts I got 1,the staff are miserable never smile. Come on dunelm the staff in the cafe are ether lazy or just not bothered I don't think any of them want to be there”

Helpful Report

Posted 4 years ago

“Dunelms have sent me 3 e-mails to ask "how did we do" 3 times I answered very badly, as they did not come back to me I will tell you. Having bought a new bungalow we decided to buy curtains and blinds from Dunelms. (Shoreham) The fitter was 5 star, the curtains ok, the blind mechanism not strong enough and broke on the first day. (I did not complain to Dunelms because of the following: With the curtains I bought cushions, but after they were fitted we decided we did not need the cushions after all. Saturday morning 8.55 we were waiting at Dunelms (Shoreham) to return the cushions. They still had labels and I had the receipts. The cushions were bought about 6 weeks previously, but I had to wait for the fitter 5 or 6 weeks to get the curtains up. What a Palaver; I could not get a refund, only a credit, correction, 2 credits, as they were not on the same receipt. It took 3 ladies 20 minutes to process the credit, as I could not get a refund. What a waste of time, Just think 3 x 20 minutes is 1 full hour.... If they had an easier returns policy I am sure they would get more business. I have been a customer of Dunelms for over 20 years, I went to one of their first shops in Hunstanton, but don't think of going there again.”

Helpful Report

Posted 4 years ago

“Purchased the 5th Avenue bedding and I had picked up the wrong pillow case , and I h Hf ave tried to return this along with my receipt for a exchange, I was told this was not allowed and I was also buying more bedding plus n m any other items , when I was told no exchange on bedding I also told them I would not be buying the bedding I had gone in to purchase, I am now on my way to next to buy the bedding and I know 100% that a refund will never be a problem when buying from next . I think your policy on returning bedding is ridiculous.”

Helpful Report

Posted 4 years ago

“Twice blamed for taking and opening the curtain out of it's plastic cover, but it was open already. This end up with an arguement with the sales lady(Amanda) as I told her not to blame nobody if she is not sure. I asked her to show me the cctv if i did, but she declined my offer....the worse experience ever..avoid this Dunelm in Romford like a plague!!! Had to put 1 star as there is no option to put zero”

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Posted 4 years ago

“Ive ordered 3 venison blinded and they are all to long when i fitted them contacted the shop on monday no call back on Tuesday like i was told they would i contacted them on wednesday to be told some body will ring you later 18.30 i had a call saying the fitter is busy so ill have to wait 13 days to have them put right ..that's when I've taken them all down and gone back to the shop....ive also got to tell them how much to take off this is after the wife and my self went in with the correct Measurements!!! If i get it wrong that's my fault and if i don't want to wait the 13 days then they will email me with instructions of how to do it myself ..we were never offered fitting service and thought made to measure meant they would fit WRONG !!!!!”

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Posted 4 years ago

“Told delivery date only to be cancelled that day, disabled person having to sleep on air mattress for over a week waiting for another delivery day. When the bed does come the drawers are broken and poor quality mattress sent photos as requested nearly a week later still no reply and customer service appalling wont even talk to my partner about it have now emailed them to collect the bed or will dump it at our nearest store still no reply.”

Helpful Report

Posted 4 years ago

Dunelm is rated 2.3 based on 1,094 reviews