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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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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“Got everything we needed under one roof”

Helpful Report

Posted 6 years ago

“Ordered a new mattress Sunday 25th November paid for it and delivery costs was told I would receive an e main within 10 mins of placing order with my receipt of purchase obviously that's just to get you out of the store no e mail no receipt of purchase and trying to get through to dunelm Paisley on the phone is practically impossible we were told delivery 3-5 days well today Sunday 2nd December still no email still no delivery date SHOCKING CUSTOMER SERVICE I am posting this on Facebook for everyone to share to warm customers of this company”

Helpful Report

Posted 6 years ago

“Ordered on the 20th November and yesterday December 1st I took delivery of the 2nd WRONG table. It has been a farcical struggle since the first wrong table was delivered on 24th, the wrong table had to be booked in for collection and a new one reordered, on the 28th of November while checking for an update on my order I realised it was being sent to the wrong address! Even though the wrong table had been successfully booked in and collected from the correct address and my address was confirmed on the phone, called again to ask for it to be sent to the correct address to then have a phone call to say the table had since been dispatched and they would have to reorder and it couldn't be redirected! I said I wasn't willing to wait another 3-5 days as I had been without a dining table since the 24th so got the usual I'll see what I can do and email you back after being asked if I knew the person who lived at my old address and could I pick it up from there myself?!? Another 2 phone calls later (no emails from any staff) and the situation still wasn't resolved the day after I asked to speak to a manager who then booked the delivery for saturday 1st of December. Had to ring again on the 30th as delivery was flagging up as the 3rd and the same manager contacted the courier and made sure the delivery was for the 1st. Yesterday came around and the wrong table was delivered again. I have now cancelled my order after being asked if there was no way I could use the table which was sent! I am stuck with it until Monday when it will be collected and only then will they process my refund!! On all occasions there has been no rush to rectify the situation, no follow up and I have had to chase myself unless a manager has been requested. Customer service has been a complete fail and I would never order from this company again.”

Helpful Report

Posted 6 years ago

“Ordered a bed and paid for delivery for today- Saturday, was told would recieve time details on the day. No text or email, no delivery slot, in fact no communication at all and when I finally got through to customer services am told it has not been processed so I don’t know if we will be getting it next week or if they even have the item in stock. Terrible - no bed for my daughter now and a wasted Saturday and unsure if we will be able to get a bed for her before Christmas now as were in December.”

Helpful Report

Posted 6 years ago

“Promised a tracking number I never got tried phoning customer services on Saturday 1st Dec at 0921 it went to answer machine saying they was not open u til 9am lol ..its just a joke better off shopping elsewhere where the staff are More customer friendly”

Helpful Report

Posted 6 years ago

“Dunelm took my order and money. their order, customers services,and delivery service is an absolute shambles i wasted two Friday's awaiting Bed and base . Meantime Dunelm has known flaws in the system that enables Dunelm to earn interest by taking my money on goods when the order quote, " would never feed through from store". Does Disappointed customers spending power is subsequently reduced while waiting 3_5 days for a refund Never Again Avoide”

Helpful Report

Posted 6 years ago

“I have been thoroughly disappointed, frustrated and finally enraged. Dunelm staff have been badly let down by their order process ing system and their delivery service and customer service. My order and money was swiftly taken , after waiting fo I have been thoroughly disappointed, frustrated let down and enraged by the ordering in store ,and delivery process. Although the staff are pleasant helpful . The customer service offered conflicting information .I wasted two Friday's awaiting delivery of a bed and base . In fact the bed order"hadn,t fed through"quoted. Due to a quote"a known fault in their system. This a allows them to take your order and money them knowing that the order likely will not feed through. it is problematic to get a refund so whi!e their earn untold interest from disappointed customers who pay up front . My buying power is reduced as I have to wait 3-5days for my money to be returned to my account. what a let down!!!”

Helpful Report

Posted 6 years ago

“gg k kk k kk”

Helpful Report

Posted 6 years ago

“ordered made to measure curtains from dunelm swansea, 3 months ago, the quality is very poor,paid up front for these curtains, told i was getting some sort compensation due to it being 3 months and not having any luck at moment swansea management keep saying there consultant rachel walker is off today and well get her to ring you onceshes back but i never get call back.i am devasted as i paid lot of money for this service and i feel ripped off,ordered my last through llanelli store and what amazing service i received,3 months and no phone call back from them or anything,i will not be going that store again,dunelm are very lucky they have wonderful staff in llanelli and thats where ill do all my shopping in future”

Helpful Report

Posted 6 years ago

“Nothing was too much bother fro Michael the gentleman that was helping me. The order was placed and I went back the next day to buy another piece of furniture. Michael dealt with it and took the item out to my car. I was concerned that the order I had put through the day before did not have my email so Michael checked it for me. He rang me at home with a number to ring to ask if the email was on the order. Everything was in order and Michael rang me again to see if everything was ok. That is what I call personal shopping and it was absolutely terrific. If anyone goes to Sittingbourne Dunelm to purchase furniture ask for Michael”

Helpful Report

Posted 6 years ago

“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

Dunelm is rated 2.3 based on 1,107 reviews