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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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

“We placed an online order on the 18th of May 2020, for a black chest of drawers £79.00. Apart from the fact that the delivery was late (it said 12:45-16:45 and it arrived at 17:15hrs), we opened the box and the item was in an unacceptable condition. All the shelves were full of scratches and holes, much of the color is gone, and it looks second hand (to say the LEAST) , and disgraceful. We thought of asking for a replacement, but as this is the second time this happens (we received a shoe rack in dire condition and half broken a few months ago but decided not to say anything at the time and let it go), so we would like a FULL REFUND. Two weeks later and still no refund and no reply to our emails (other than the automated ones). We are so disappointed and angry that we will NEVER be shopping from Dunlem again.”

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Posted 4 years ago

“The worst store during the covid-19 crisis. Sent back unsuitable items, over a month later still no refund. Ignore all my emails, phone line not available, fb messenger ignored too. Trying a refund through PayPal. Don’t use them. Don’t order, they won’t give you your money back or contact you. No customer service at all. If I could give a minus star I would.”

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Posted 4 years ago

“Reasonable product at reasonable price good delivery service. However product I purchased a garden heater was faulty. Several emails later and days passed Dunelm finally replied but product now out of stock. I have item repaired at my expense and email to ask how this affects any warranty and they still do not reply. Poor communication and customer satisfaction”

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Posted 4 years ago

“This service is so terrible, STAY AWAY!! They couldn't give a rat's backside. I order 4 times from these people on seperate occassions and all 4 orders were cancelled. Now I have to wait 5 days for my refund. It didn't take them 5 days to take my money though. Call them up and they ignore the phone lines. When you do get through they give you some horse radish about items being stolen hence why not in stock. WHAT??? You've been closed due to coronavirus. Never deal with this shop, they are frauds.”

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Posted 4 years ago

Helpful Report

Posted 4 years ago

“I had a bedside table delivered over a week ago damaged. Unable to contact anyone and have emailed 4 times with no reply so not impressed”

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Posted 4 years ago

“Not delivered - disappointing. Ordered a month ago. Promised today not here!”

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Posted 4 years ago

“Not even worth one star. Terrible customer service. Ordered a bed for my son on 21/4. Received half of the bed. (And I only received that half because I chased the courier myself!!). Emails promising to reply within 72 hours, no chance. Phone line unmanned. I’ve asked for a refund, no reply. They even had the cheek to charge £9 for delivery. So I’m £150 out of pocket and son is sleeping on the floor. Terrible customer service, quick to take your money!!! Do not use them. I have had to lodge a claim via PayPal, still waiting.....😩🤯”

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Posted 4 years ago

“Good products great delivery on time”

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Posted 4 years ago

“Rubbish customer services. No phone number to access easily.”

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Posted 4 years ago

“Only half the parts for a wardrobe arrived, unable to get any response from Dunelm. The only use I have for these bits of wood is on the fire. I will never shop with them again, extremely disappointed and upset.”

Helpful Report

Posted 4 years ago

“I wouldn’t even give them 1 star!!! DO NOT ORDER FROM THEM!!! We cancelled an order because the delivery date was going to be 5 weeks, I had confirmation that we would receive a refund on the 1/5. Still waiting!! We have sent 3 messages through their contact system, no reply. Will have to contact my bank to see if they can help.”

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Posted 4 years ago

“Did click and collect at the Nuneaton store. Very quick and easy. The staff were lovely and felt very safe. Well done Dunelm Nuneaton!!”

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Posted 4 years ago

“"Sorry to hear that you had a bad experience with Dunelm" Now that's a huge joke. Dunelm does not care one jot about your 'experience'. They have redefined Customer Service as a greater work of fiction than Alice in Wonderland. They do not respond to emails. Their phone line cuts off. I still have a mirror that arrived smashed, waiting collection and Dunelm still have my money. Avoid this company like Covid-19! One star for this abominable customer service is one too many.”

Helpful Report

Posted 4 years ago

“This is a joke. Delivered a faulty item and try to reach them out on the phone to get a replacement. The number just invites you to sort it online and when you fill the online form, there is no feedback not even an acknowledgment of your complaint. It has been 2 weeks and haven’t even heard of them. Avoid at all cost. Poor customer service. The only way I could force them to get back to me is by raising a complain on PayPal. So will see how this goes but this is unacceptable”

Helpful Report

Posted 4 years ago

“Never again will I order from Dunelm!! First order that cancelled after waiting 4 weeks I understood with everything that's going on.... but 3 times my orders got cancelled.. sort your stock take out and get your systems sorted. Waste of time... 7 weeks I waited!!!”

Helpful Report

Posted 4 years ago

“One star for Dunelm is one to many This company needs to sort its ordering and customer service out.Placed an online order on 20th April with all items shown as available,paid £126 with visa debit but no confirmation of order or order number given eventually web page timed out.Waited to receive confirmation email but this as never arrived. I have since tried to phone but these are shut down,The contact us page will not work as I do not have order number. I have sent email using dissatisfied customer link but this does not get a response either The next step is that I will contact my bank to see if I can claim money back for failure to supply goods and failing that will go to small claims/customer rights act non delivery of goods 2015 Use this company at your peril,I rate them as the worst in UK”

Helpful Report

Posted 4 years ago

“I know that things at the moment are tough for companies but if you are prepared to continue selling online you should make sure your customer service is upto the task. You do not have a working phone line and sending messages via you online website does not get any type of response, also emailing you direct does not get a resonce. I order a roller blind which I later the same day I changed my mind as on the order confirmation it said it would take 6 weeks which was way too long to wait to be delivered, so have been trying to cancel the order without any luck and have not had a refund. I will not shop here again as never shopped anywhere where you cannot speak to someone or get a response to emails even with what is going on at the moment. I did get a blind from John Lewis which took 2 days to arrive and it was free delivery. Very happy with John Lewis. Maybe Dunelm should look at other companies and see just how bad their service is for online shopping and customer services. 3 weeks and still waiting for a refund so will contact my bank to request a chargeback.”

Helpful Report

Posted 4 years ago

“Whilst I have visited Dunelm stores, I had not had the need to place an online order until lockdown. As we have finally been able to decorate our lounge, I had to rely on online shopping (I would usually prefer to visit a store). Over the past few weeks I have placed several orders with Dunelm ordering blinds, curtains, curtain poles and a rug and I cannot fault them. The communication has been great, the items have arrived earlier than I was was advised when I placed the order and the quality of the goods is amazing. I don’t usually write reviews but feel that the outstanding service I have received from Dunelm needs to be acknowledged.”

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Posted 4 years ago

“Easy to order online, kept informed re Delivery which was very quick. However, huge disappointment on receipt of 2 planters ordered. One was badly damaged but other ok. Decided to try and repair damage rather than have the hassle of return and trying to get a refund. Highly unsatIsfactory!!”

Helpful Report

Posted 4 years ago

Dunelm is rated 2.3 based on 1,107 reviews