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

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

“Categories My ReviewsMy Settings HelpLOG OUT CGB For companies C United Kingdom 1Review 0Reads 0Useful Review of Dunelm C 1 review A minute ago Awful awful awful! Awful awful awful!! Take your business elsewhere. I have never left an online review on anything in my life but am so disappointed with dunelm I had to share. My £500 sofa was due for delivery Monday. Monday morning I get a text to say it won't be delivered. No reason no one contacted me. I call Monday evening to be told it was lost (How do you loose a sofa) no apology no solution. I called again Tuesday again no apology no update and no solution. I called again Wednesday no update no solution but this time I got an apology. No one can tell me when my sofa will arrive. They can't cancel and replace the order so dunelm have £500 of my money and I have no item. Not to mention the time taken off of work to wait in for delivery. I am shocked it took for the third person to apologise. My item is no longer availbe on the website so I am unable to just re-order. I will be looking at legal action if I do not have an update in 24 hours.”

Helpful Report

Posted 6 years ago

“Purchased a cabin case, used it & the carry handle broke - hole that securing pin goes through is unbroken which indicates it was never fitted properly. Emailed Customer services with photos & got an automated response saying they’d respond within 72 hours - 6 days later still waiting. I go away again in 5 days & need a suitcase! Quality of their customer service appears to matche the quality of their item.”

Helpful Report

Posted 6 years ago

“2 orders for furniture & rug placed on-line at the start of the month. Neither delivered!!!! Confirmed Rug order by email then 2 days later I receive a phone call to say they have run out of stock. Refund issued. Order placed for sofa bed, again email confirmation received straight away stating 3-5 days delivery lead time. 1 week later receive a phone call from Arrow to arrange delivery. Date organised. Day of delivery receive a text from Arrow saying that "due to an issue at their depot they cannot deliver today. They will contact me within 48 hours to re-arrange. Nothing heard from them after 5 days. Tried phoning Dunelm 3 times..gave up after hanging on phone for 15 minutes the first two times. 3rd time lucky only to find out that Arrow are returning the item to Dunelm and that Dunelm have discontinued the item so will not be able to take a new Order!!! Something doesn't sound right to me. When lots of other companies can deliver within a day or 2 why can't Dunelm? Do not bother ordering furniture from this company! You will more than likely be very disappointed!!!”

Helpful Report

Posted 6 years ago

“Dear Sirs Attended your Bournemouth store to collect an item that was shown in stock. When I arrived there was nothing on display, the position was empty. I tried to find a member of staff but the two I located were deep in discussions with other customers and after about 15 minutes I decided to leave and order the item on the web and call to collect it another time. As it was shown in stock I reserved it and received an e mail to say I could collect it after 3 hours but please wait for a text message to confirm. I never received any notification as stated so some 4 days later I sent an e mail to customer services asking for someone to confirm some sort of delivery date. Received an auto reply stating replies might take up to 72 hours To date some 8 days later I haven't even received a reply to that! Poor service all round...I seem to remember I had a similar experience last year when I tried to order something else. This doesn't appear to be an isolated matter.”

Helpful Report

Posted 6 years ago

“I can't comment on the divan bed which I purchased as it is still unopened. However I can comment on the smashing delivery guys, Paul and Lee , they text and phoned to say it was on its way and put the divan in the correct room for me. Smashing guys and genuine. Many thanks. Pauline .”

Helpful Report

Posted 6 years ago

“Very poor customer service!”

Helpful Report

Posted 6 years ago

“annoyed and disapointed with dunelm online!! Ordered a bedframe in december with a delivery date given of the 19th of january!! On the 18th of january i recieved a text message informing me that my delivery would arrive from 7am on the 19th of january and that the delivery driver would be in touch with a more precise time slot!! I paid for somebody to come and dismantle and remove my old beframe early on the 19th to make room ready for my new bedframe!! At 8am on the 19th i recieve a text message informing me that my bedframe would no longer be delivered with no explination at all!! I called dunelms customer services which took 20 odd minutes for them to answer!! Only for them to be absolutely clueless as to why or how this occured, they were unhelpful and didnt care that i was now going to have to struggle with swollen knees and bad back sleeping on the floor for who knows how long!! all they said is they wouldnt be able to give me any answers for 72hours!! The 72 hours passed and nobody had made contact with me, so i called customer services with another 20 plus mimutes wait!! i was informed my bed would be delivered on the 26th. i was relived and asked him what time roughly to which he replied he would have to get hold of the company they use to deliver and that he would call me later in the day with a time slot for me!! No call was recived so i tried customer services again. after 30 minutes on hold waiting for them to answer i gave up and tried the following morning. another 20 plus minutes on hold and i get through to a much more useful compassionate gentleman who informed me that my bedframe in actual fact most probably wouldnt arrive on the 26th because the delivery company only had 2 of the 3 boxes containing my bed and it would be a further 72 hours until i would be informed if and when my bed would be delivered!! This has been a huge inconvenience and dunelms have been so unhelpful and unappolgetic!! offering me a goodwill gesture but only once i actually recieve the bedframe!! AVOID DUNELMS ON LINE AT ALL COSTS!!”

Helpful Report

Posted 6 years ago

“Went shopping last Saturday at the store in Warrington. I approached a female member to ask her where the mattresses are in the shop. I actually said excuse me 3 times and a fourth time I went as close as I could to get her attention. I was then told in a rude manner “probably upstairs and she then dismissed me with her back and started to mumble about how I had asked her a question..... this was witnessed by another shopper who shook his head with disbelief. I went on to find another member of staff who did help us shop for the mattresses and I did tell her about the awful rude assistant. I continued to shop and then went to pay at the checkout once again no customer service each item was scanned and handed back to us bear in mind we had a lot XL suitcase Leg suitcase 4 pillows Mattress protectors Lamp shade 2 large boxes with mattresses A mirror Not one item was bagged and wrapped and we handed over £420 for the shopping. Me and my family struggled out of the shop all holding something each. We are a family with a 3 yr old and 4 other children and really I was appalled at the service all round... except for the lady who helped us choose the mattress. The same lady said she had informed her manager about the member is staff and her words to me when I pointed her out where” I thought it may have been her” Dunhelm we spent a lot of money and really we could have very easily turned out backs and gone elsewhere. I would like you to look into this matter as it very clearly upset me and my husband !!!”

Helpful Report

Posted 6 years ago

“Normally people are one to jump on the negative reviews but i truly believe that Dunelm Customer service deserves to get a positive review. Long story short.. bought a beautiful chandelier and there was so much wrong with it however Dunelm were superb in rectifying the situation, reordering it for us and checking to see whether we had received the replacement. Couldn't be happier with the way they responded to our complaint. So professional and helpful! Things do go wrong but the way it gets handled speaks volumes. Thanks again Dunelm!”

Helpful Report

Posted 6 years ago

“I always receive fantastic customer service at Dunelm!”

Helpful Report

Posted 6 years ago

“I wanted to visit a Dunelm larger store but wanted to check before leaving out that they show the model. None of the stores answer the phones advertised on their website and when I told customer services today 22/1/19 at around 10.50am I was told it was pretty much tough if they don’t answer as that’s all the numbers they have and the lady could not be more unsympathetic or helpful to check if the sofa I wanted to view and buy was available saying they weren’t able to check the stock for the store??? Strange as I came through the telephone option which said ‘to ask about stock availability please press 2#! Poor customer services. Save your money and shop elsewhere as they they really don’t care!”

Helpful Report

Posted 6 years ago

“Like the previous reviewer, I wished I had read these reviews before buying online from Dunelm. The curtains I ordered arrived damaged. I contact Dunelm and they offered me the choice of discount or a replacement. I chose a replacement option. They would collect the curtains. That was nearly three weeks ago. I am still waiting on news of collection despite chasing them up and responding to date request. They will only send a replacement once collected but after seeing how long they take to do things I don’t even want to buy anything from them again. I am beginning to wonder now whether I will see a refund if I return another way. I feel very disappointed with the poor service received and it seems I am not alone.”

Helpful Report

Posted 6 years ago

“Wish I saw these reviews before purchasing from Dunelm. Has to be the worst online shopping experience ever. ■ Recieved a faulty bed and had to get a refund. ■collection and refund process was very long winded. ■ After getting a refund, I ordered a different bed and recieved the wrong bed. They made me wait for almost a week to receive the correct bed . Because of this we had to sleep on the floor till we got our bed. ■ website is mediocre and not user friendly. DO NOT SHOP WITH DUNELM”

Helpful Report

Posted 6 years ago

“Ordered a bed and matress on Tuesday 8th January 2019, 3-5working days for delivery. Received an email saying it was coming Wednesday 16 January, bit later then 3-5working days so i sent a email saying thats fine but its not actually 3-5working days (dunelm class saturday as there working day also) any chance it could come Tuesday, this email was ignored. Wednesday morning arrives and i get a message saying sorry due to technical issues we cannot deliver youre items, i was furious so rang up only to be told they WERE coming, got another phonecall at 9am saying they would be with us before 10am. Got parents to rush to my house to wait in, 11am came and I received another phonecall to say ‘we’ve received youre items to our Stoke depot when would you like them delivered’ (i live in derby) I said theyre ment to be delivered a hour ago the woman explained the guy i spoke to was new and we having teething issues, I said to stuff your items i want a full refund immediately. Another phonecall that evening saying it will take a while for the refund to come through! Not happy to say the least £500 down and nothing to sleep on!!! Lady on phone was not apologetic did not offer compensation did not care one ounce! I will never shop at Dunelm again I have been put off for life, terrible terrible company.”

Helpful Report

Posted 6 years ago

“Visited Croydon store 3 times - and each time the item I wanted, and had been told would be in stock had not been delivered to the store. Staff instore apologised nicely and took an order for delivery to my home . Then - the emails started arriving - no reply address and just n successive days telling me the order had been despatched - No indication of the anticipated delivery time - or even a day! Telephone store - and get told "We are really sorry we have not been able to answer my call - all colleagues are busy! Try again soon." Eventually, shortly before 9 am an email from DHL "Your parcel is expected to be with you between 12:51 - 13:51." and it arrived at about 1/4 past 1 pm, So - DHL great. Dunelm not so good, or even appropriate to a selling organisation! OK - they may advertise the products - but actually persuading customers to buy from them again seems to be a really difficult concept for their management and the IT/delivery scheduling staff, as does having a usable customer call management facility. Maybe shareholders should require management to be on minimum legal wages and incentivise them with bonuses + for sales + for profits and - for comments less than 5* or calls waiting /unanswered after 10 minutes, or collect items not available as indicated to customers, or emails without appropriate details in them - or communications from unidentified as in not a named and directly contactable person ! Note - re survey answers - Delivery on time - does not allow NO TIME , or even DATE SPECIFIED in email Communicate - does not allow input of had to go to a retail premises”

Helpful Report

Posted 6 years ago

“I thought long and hard before posting a negative review but could not recommend the store for custom made furnishings. Very poor customer service after ordering 17 made to measure Roman blinds. The staff in store were very helpful as was the fitter. There was doubt as to whether all of the blinds would arrive in time in spite of a guaranteed Christmas delivery. A manufacturing problem apparently. They actually arrived in store when the fitter was fitting my roller blinds and he had to down tools and drive to the store and back to collect them. One of the blinds was not hanging level and the manufacturers deemed it to need restringing and thought it was acceptable to remove the blind and keep it for up to three weeks. This was for a living room window in winter, just the time of year when you need blinds down in the evening for warmth and privacy. I made alternative arrangements and it was restrung in minutes. Dunelm customer service seems to completely disregard the customer once the order has been placed.”

Helpful Report

Posted 6 years ago

“Ridiculous company wouldn’t recommend to anyone. Order 2 sofas. Takes them weeks to tell us out of stock. Wait for refund so. Ought another to find guess what they can’t find my order. Paid out over 3000 pound before I even get my first refund. Customer service bad. Company is bad.”

Helpful Report

Posted 6 years ago

“I don't know where to start!!!!! Visited Cannock store, 1/1/19 - hadn't got all the sale curtains in stock, but offered to order online. System very slow, but assistant persevered. Eventually, all items ordered and paid for. Invoice could not be raised as system unable to do so - assistant said she would post it on to me ASAP. Received 'phone call later that day, to inform me that 'Transaction Cancelled' I ordered items online the next day (2/1/19) and paid via PayPal. Now the 'interesting' saga. 2/1/19 - Cannock store debited my account with £168 4/1/19 - PayPal took payment of £168 Since Friday, 4th of January, hours spent on the 'phone to the store and Customers Services, screenshot sent of bank statement, for proof of transaction (via email and received by CS), 2 further visits to store, 1 visit to my bank and intervention by Finance Dept., as I write this on 9/1/19, no reimbursement or promised call/email from Customers Services received. AVOID AT ALL COST, IF YOU REQUIRE A TROUBLE-FREE PURCHASE!”

Helpful Report

Posted 6 years ago

“I need to return an online item for a refund and have had to contact resolver for assistance as Dunelm are just ignoring my emails.”

Helpful Report

Posted 6 years ago

“I buy £10 mat one is good quality and 2nd is poor quality both mat is same price same designed one is heavy one is light country of origin Egypt this review specially for store manager ,, please make sure all u buy good quality stuff thanks”

Helpful Report

Posted 6 years ago

Dunelm is rated 2.3 based on 1,107 reviews