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

“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.”

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Posted 5 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 5 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 5 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 5 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 5 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

“Customer service person, Bill, at Colchester dunhelm,was excellent and genuine in helping us to buy a rug also very informative a very positive asset to dunhelm”

Helpful Report

Posted 6 years ago

“Superb service from Linda at the Chelmsford Clocktower branch.”

Helpful Report

Posted 6 years ago

“Went into duelm in Worcester looking for lights the one I wanted was out of stock Jodie the assistant was so helpful she tried to order one but the warehouse was out of stock she managed to find one in kiddermister store and called to reserve one for us. Nothing was too much trouble. A credit to your store”

Helpful Report

Posted 6 years ago

“Two home deliveries failed to happen of which I wasn’t informed about had I not called Dunelm regarding a delivery time. This was in September this year. As a ‘gesture of goodwill’ and to compensate the inconvenience of me having to visit a store to get my items, I was told a £30 gift card would be sent to me. Weeks passed and nothing was received. I made several phone calls and yet again promised a gift card would be sent but nothing was ever received! I sent two emails chasing this and they were both ignored!! It’s now nearly the end of December and still nothing. Absolutely shocking ‘service’ and will not be shopping with Dunelm again!!”

Helpful Report

Posted 6 years ago

“Linda in dunelm at clocktower, Chelmsford was extremely helpful in searching through stock to source exactly the item I requested.”

Helpful Report

Posted 6 years ago

“Oh dear. If they could get it wrong, then unfortunately they did. We bought a new mattress for our new bed when moving to a new property. The latest delivery time was still perfect as it was to be before we moved in. The day before we moved in, still no mattress so next day I phoned to ask where it was to be told it would be another week. When I told the customer service guy it wasn't acceptable as we had no bed to sleep on he said sorry but nothing I can do to speed it up. They blamed the delivery company but offered me a good will refund for the delay. Not happy having to sleep on the floor for a week, but I was promised it would be delivered the following Thursday and this was confirmed by the delivery company he told me. The delivery company phoned on the Wednesday to arrange delivery for the Saturday and I said no, and it had been promised for the Thursday, to be told that Dunelm only processed the order to them 2 days previous, which was 10 days after I bought and paid for it!!!! Eventually it was sorted so that delivery did take place on the Thursday, however 1 week after being promised the refund, still nothing although told it would take 3 days. So another phone call and astonishingly, the refund hadn't been processed. The 2 stars is for the mattress as it so far seems good, but nothing I am afraid for the customer service and delivery. If it wasn't for me doing all the chasing then I doubt the mattress would have been delivered yet.”

Helpful Report

Posted 6 years ago

“Usually love shopping in Dunhelm. Wanted a new sofa and chair so searched their website which is absolute rubbish, unable to negotiate round the site as screen freezes at certain information. So I ordered in store and whilst the staff were very good it took them ages to negotiate the site and place the order as well. Suite ordered, due Dec 1st. No communication. Several calls to Customer Service and an in store visit. Fobbed off several times by them, very upsetting at this time of year and have to keep on to them to get any satisfaction. Having read previous reviews about failure to deliver and receiving damaged goods I was not confident. Through sheer persistence I have finally got my suite yesterday Dec 21st. Delivered by Panther who kept me in touch all the time via e.mail text and phone calls. I personally have had no problem with Panther. the delivery men were polite and helpful. Bad show Dunhelm, well done Panther!”

Helpful Report

Posted 6 years ago

“I ordered a dreamland fur overblanket to be picked up at Garston branch, Liverpool. Absolutely no problems, kept up to date and at store when stated. And I love the overblanket.”

Helpful Report

Posted 6 years ago

“Wanted to buy a cushion pad, they were all unwrapped, " no packaging" so looked a little grubby! People touching,falling on the floor, even taking them to the till where other items have been is never a good thing so I wanted to convey my thought via the very unfriendly cashier at your store in Oxford She told me very sternly when I asked her to pass my comments on the I Need to go online to complain, So I AM. It's little wonder the high streets dying when you get no customer service skills who seem it's all a terrible Inconvience , so I walked off and bought nothing, if I want a cushion pad I'll buy one online.”

Helpful Report

Posted 6 years ago

“The website is shockingly bad. I was unable to get to any measurements as the 'description' button refused to work on my laptop, tablet & phone. I tried to contact Dunelm to give feedback, however this is impossible if you don't have an order number. Why would I have an order number if I can't find the measurements of an item???? I then thought of calling them but there's only an 0345 number! I'm sure the shop staff are great, however I didn't get that far, I bought from elsewhere. I only gave 1 star as I couldn't give no stars.”

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Posted 6 years ago

“Thank you, I have just received delivery of my furniture, the delivery men couldn’t have been more helpful Excellent service from store to door. I will certainly shop at Dunelm again and recommend you to all my friends”

Helpful Report

Posted 6 years ago

Dunelm is rated 2.3 based on 1,094 reviews