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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Probably the worst dunelm store I ever visited in Swansea fforestfach not only in nick the manager of store, constantly calling me his mate,I’m a paying customer I’m not his mate, I went in to but curtain on fabric desk, not only was I standing ther 20 mins, Waiting to be servered,you assistant Rachel noticed me and still ignored me as if I sang there,I had to wait 20 mins to get served whilst she talked about her private life,and when she had finished, the attitude of this employee is appalling attitude is atrocious, and not very professional,I will never visit your store again, 1 star is a job if it allowed me to put a zero I would.”

Helpful Report

Posted 6 years ago

“Dunelm and absolute disgrace ,ordered curtains 7pairs £450 in total on express delivery (which they also call next day delivery ) hadn’t turned up after five days that was the first time .second time the same except this time I cancelled them only to be told that they had reinstated the order two days later on someone else’s authority (I am the purchaser not the someone else ).third time gone into shop to be told by the manager he only had a few minutes and I should shop else where ,an assistant took over and tried to help . After speaking to there customer services was told they would ring back , I am still waiting . I spend thousands of pound a month in this shop through my business and would like to be treated fairly. Will be seeking legal advise on this if they don’t make contact with me in the next two days”

Helpful Report

Posted 6 years ago

“Customer service is just awful from their customer support team. Our company placed an order online which we decided to cancel. I'd went through their online process and contacted their support team within 10 minutes and they said that I need to call back in an hour to cancel as our items hadn't been picked. The lady I spoke to (Maurie) had received my email asking for the order to be cancelled as she confirmed this with me. I asked her to put a note on the system to ensure the order gets cancelled. I was asked to call back in an hour and told I'd definitely not miss their ridiculous threshold to cancel my items. I rang an hour later and was told to call back again in another hour. When I called back for the third time they said my item had been dispatched and I could no longer cancel. That is ridiculous! I see no reason why an item cannot be cancelled especially if you have contacted the company within 10 minutes! She had told me she received my email, then she said emails only get looked into within 72 hours... what is the point I having an online cancellation policy in that case? My items were not for next day delivery and I do not believe they were dispatched within an hour of placing my order. Very disappointed.”

Helpful Report

Posted 6 years ago

“Purchased curtain poles, made to measure curtains and tiebacks. Very pleased with the result, and the consultant was very helpful and efficient. The curtains were available before the four weeks advised.”

Helpful Report

Posted 6 years ago

“You guys seriously need to take a look at your online store. It's confusing when purchasing and confusing when paying. It is very frustrating. Items in the basket get taken out... takes several attempts using PayPal to pay...”

Helpful Report

Posted 6 years ago

“paid £389 for mattress,after two weeks top buttons came loose leaving plastic rivet protruding,Phoned customer services who wanted photo,which was sent.Emailed four times ,message recived will contact you in 70 hours .Now two weeks no answers or emails,”

Helpful Report

Posted 6 years ago

“It’s not often I have a moan, but I can only say one thing about this Store. I will never enter it again in my life. My reason, I ordered for my wife who I must say is very ill and had been the week in question diagnosed with cancer, as a treat I thought I would order for her a new Bathrobe and a throw for when she has to go for treatment into hospital to make her feel more comfortable. As I was everyday in Hospital visiting her I decided to use the order online and collect within 2 days on the website saves posting and I drive by everyday.. I ordered the 2 articles on a Wednesday and as luck would have it my wife was discharged from hospital on the Friday as we where awaiting further development and treatment so she was in the meantime aloud to come home. I picked her up from Grantham Hospital and as she was dressed in only her pyjamas and dressing gown, she asked if she could have a Big Mac for on the way home, I got this in the drive through and thought as we are here and it’s only across the road I would pop into Dunelm and collect the 2 items I had ordered online on the Wednesday remember it was now Friday. Unfortunately this was the worst shopping experience of my life, I don’t normally get angry or loose my control but this was just horrendous and upsetting, I had my ill wife in the car. I went to the counter told the lady my name and what I was there for only to be told in a disinterested order that it’s been put back on the shelf I’m to late, when I argued the fact that it was only the 2nd day as per the internet order offer, it’s back on the shelves was the answer. Could you then at least help me and let me know where or could someone show me, reply again uninterested over there pointing in a direction of the hundreds of racks and stands. Great I thought, not wanting to give up I did attempt to find what I was looking for always worried about how long I had left my wife alone now, I then asked a younger member of staff who was filling the shelves where I might find the articles, again all I got back was it’s either over there or over there showing both ends of the store. I gave up in the end unfortunately and absolutely frustrated left the store with nothing. I notified the customer service email account and was firstly informed that the store manager from Grantham would soon be in touch, nothing, a week had gone by so I wrote another email only to receive an answer today telling me they will obviously be investigating internally and assure me my issue will be taken onboard to improve there services. Yeah right sure you will. Sorry folks but I’m in retail and can say for sure, The customers who I have the pleasure in dealing with are still king and I would always whatever time of day do my utmost to make sure every customer is fully satisfied with the service provided and if needed be there to rectify any issues. Remember without a customer you are nothing we as customers are your income, lt doesn’t take much. A very dissatisfied ex customer.”

Helpful Report

Posted 6 years ago

“Bought the so called super full forgarty pillow and I regret it, my neck and my back are aching. It claims it has form support it doesn’t have any form of support. The pillow is just a day old and I feel like throwing away”

Helpful Report

Posted 6 years ago

“Great shop with good produce & wonderful prices. Highly recommended.”

Helpful Report

Posted 6 years ago

“Dunelm gangsters rude tell lies ordered York sofa paid £470 delivered same sofa same supplier £280 Wilco ordered my sofa Dunelm checked web error rang back straight away said was cancelled but 3 hours later item ready for despatch they like to hold your money long as possible they are going to deliver whatever even if it’s 350 miles don’t order with them get hassle”

Helpful Report

Posted 6 years ago

“I placed an order with Dunelm (first and last) 14 Nov. I was checking my bank account 15 Nov and noticed I had been charged twice. I contacted Dunelm customer services was told they would pass details to I.T and it could take 72hrs if they were busy, when I challenged this I was asked if I was sure that the other payment was not just pending. When I asked to speak to a manager I was told I didn't need to and that he wouldn't come to the phone anyway. I have been told that I need to wait on an e-mail from the I.T department telling me when the payment will be refunded. The advisor said the problem was with the payment gateway and not them. I would urge customers to check their accounts after placing an order as the Dunelm advisor said a double payment would only have been flagged if using PayPal.”

Helpful Report

Posted 6 years ago

“My parcel was delivered the next day to my surpris which was good.. The towels are lovely, and the colour matches my bathroom well.”

Helpful Report

Posted 6 years ago

“Ordered the Little Acorns 'Ava' nursery furniture set at half original price. Money came out then an email that it's no longer in stock. A week later it's still showing in stock so order again, order cancelled no stock and again a third time. The following week it's back up to full double price and suddenly it's in stock. Called to ask if they would honour original order, was told they would be in touch in a couple of days after finding stock in warehouse. No phone call so a week later I call again and there is no record of my enquiry. Customer service manager 'Sam' then offered me the explanation that it was old stock before and now I would be getting new stock but would be willing to give 20% off. False advertising to drum up interest in a product they had no intention of honouring at that price. Fraudulent and unprofessional.”

Helpful Report

Posted 6 years ago

“This is the second order that has gone wrong. Number 1, I ordered Two sets of curtains and paid for next day express delivery. I waited and waited but no show. I contacted Dunhelm customer services who after doing some searching told me my order had been suspended?!!! The money had been taken out of my account so why? I did get that order refunded and went to the store to purchase my curtains. Number 2, ok so I had a bad shopping experience but anyone can make a mistake so yesterday i ordered another set of curtains, this time for my lounge. Again I paid for next day EXPRESS delivery, that's a joke in its self. So I was up at 7am on my day off and I've waited and waited, again it's a no show, I contacted Dunhelm customer services a couple of times, chocolate teapot comes to mind!! So I contacted Hermes as I have a tracking number, they tell me my curtains are still with the retailer, I contacted customer services again spoke the a nice guy called Martin who told me Hermes have my curtains?!! Martin suggested if they don't turn up by 1 pm tomorrow to contact them again. I will have spent my Two days off chasing an order that should have been delivered today. Why can Next,Argos,Debenhams,John Lewis to name just a few get it right but Dunhelm can't.? I'm really frustrated and worried now that they might just rock up on Thursday when I'm in work!! No communication from Dunhelm at all, no email or txt telling me there's a problem, or expected delivery, nothing, a complete waste of time. I suppose it's serves me right for giving them a second chance!! 😡”

Helpful Report

Posted 6 years ago

“Ordered a single mattress for my 98 year old grandma so she can get home after hospital stay.. had email and phone call to tell me item had been dispatched night before. Day of delivery had email and text to say I will get a call one hour before delivery. 1pm a text saying can’t deliver item... phoned them and lost the plot . Terrible customer service phoned citizens advice and they had broke cusumer laws but still no help getting mattress for 98 year old who needed it. Cancelled order and got one from somewhere else , never been so angry 😡 will never order from them again”

Helpful Report

Posted 6 years ago

“Good service, fast delivery, good prices”

Helpful Report

Posted 6 years ago

“I just have to let you know that all the staff at the Hatfield Road stAlbans store are so lovely. I have been going there for years and have bought lots of items there. Last time I went there one of the roads leading to your store was closed one way. You could go up but couldn't go down. That was me lost !!! While I was in the store I thought I would ask a member of staff an alternative way. He could not have been more helpful. He got a map up on his computer to show me. Not only that he printed it out. What a lovely lovely man. His name was Dominic, hope I have spelt that right as he needs recognition for his brilliant customer service. Thank you again Dominic and thank you Dunelm's for your brilliant staff.”

Helpful Report

Posted 6 years ago

“Had a problem with lost bed parts ( due to a house move!). Had some problems actually getting through to customer services. However once I was able to talk to someone the problem was solved quickly and efficiently”

Helpful Report

Posted 6 years ago

“Went to dunelm in Huddersfield had a coffee in the cafe ,had a look round , didn’t know there where signs up for parking outside saying 2 hrs stay until we got a £100 fine through the post we are absolutely livid not happy at all”

Helpful Report

Posted 6 years ago

“Let me tell you a timeline of events... Sunday 21st October: Order a bed to be delivered on Wednesday, so I can put it together ready for the weekend Wednesday 24th October: Said bed arrives, broken. I call Dunelm, they tell me they won’t re-deliver a replacement until after the weekend. Don’t let me get a word in edgeways, refuse to let me speak to a manager or give me anyone’s names. In the end they agree to get someone to call me back the next day to amend the situation (the guy I’m speaking to said his hands are tied as he’s off on his holidays tomorrow - GOOD FOR YOU PAL!) Thursday 25th October: No phone call.... Friday 26th October: I call them. They tell me the bed is coming on Saturday. EXCUSE ME? I’m now not in on Saturday and no one bothered to contact me and tell me this. What if they’d actually tried to deliver? After lots of arguing, I give in to letting them deliver on Monday, even though I NEEDED the bed for the weekend. Monday 29th October: Wait in all day. Replacement bed arrives. BROKEN. AGAIN. Call to Dunelm. Apparently they won’t send me another bed until NEXT WEEK. Argue argue argue argue, they agree to redelivery on Friday, and will text with a delivery slot on Thursday. Thursday 1st November: No text or call with update from Dunelm regarding delivery tomorrow. I call them at 7pm, they tell me my bed isn’t coming until Monday 5th. When were they planning on bothering to tell me? I was planning to take the day off work AGAIN tomorrow to wait in for the delivery. Person assures me this is so the replacement can go through a proper quality check to ensure no damage to the bed and the box won’t be damaged. Friday 2nd November morning: Delivery company contact me. Apparently they want to collect my broken bed. Excuse me, this is news to me as I’m at work, and my next bed isn’t coming til Monday?! Friday 2nd November evening: I get a text and email from the courier with a delivery date of TUESDAY 6th?!?!?!?!?!?! Phone call to Dunelm - I’m now waiting on a call back from them tomorrow (which will probably never happen). And I will probably never get my sodding bed. Very fitting this happened over the Halloween period because this is the worst shopping horror story I’ve ever experienced. Incompetent, useless staff who have been trained only to say ‘I understand how you feel’ but don’t let you get a word in edgeways or actually have any ounce of empathy at all or any drive or actual clue how to solve a problem they’ve created. Goodbye money, goodbye bed, goodbye a once very keen Dunelm customer. This company is nothing but a shambles and a SCAM!”

Helpful Report

Posted 6 years ago

Dunelm is rated 2.3 based on 1,094 reviews