Dunelm Reviews

Name: Dunelm
Rating: 2.26

2.3 Rating 1,095 Reviews

30 %

of reviewers recommend Dunelm

Company Reviews

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Metrics

2.3

Based on 1,095 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

“Your Dundee store manager is the problem . He follows us around making us very uncomfortable always skulling around treating us a some kind of thief he manic.we shopped at this store since it opened years ago now everything has changed for the worst if he is not told to amend his behaviour he will have no customers .”

Helpful Report

Posted 1 year ago

“We visited Debenhams in Stockport today after phoning to check the item we wanted to look at was in store. First it was very pleasing to find I could ring the store direct and was informed where to find it in store. I was in a mobility scooter greeted at the door and because I stopped as I entered and the gates shut and a staff member dashed up to make sure I was ok. We couldn’t immediately find the item even though it was exactly where I was told it was - silly us- and was accompanied by a very helpful and pleasant young man. It was wonderful to find so many floor staff to help and such a lot of staff on the tills. Such a difference to so many stores where floor staff are non existent and as for supermarkets expecting you to self check and hardly any staff on the tills and very few floor walkers. Making customers do all the work themselves and increase profits because they don’t have to employ enough staff to look after their customers. There was enough free parking and although we didn’t stop there seemed to be a good cafe.”

Helpful Report

Posted 1 year ago

“Received the made to measure blind with black out lining and once opened up there was 2 holes in the lining letting light through. This blind cost £217. Reported the issue to the online, faceless chat and received agreement for a partial refund. This was agreed as I was preparing to make good the damage and save the messing around however after chasing up 3 days later I was told that I was sent an email. Never received this so was sent again. The email stated that “no refund and this is our roman blinds, meaning this is how the curtains are meant to be manufactured” With 2 random holes in the material??? Very poor customer service for an expensive item but I couldn’t continue with the chat as they closed it down! I’ll be now progressing a full refund and return. Definitely going elsewhere in future. Don’t hold hope if you do order and have issues!”

Dunelm 1 star review on 12th October 2023

Helpful Report

Posted 1 year ago

“Went into lancaster dunelm looking for a 'V' cushion and cover ,a pleasant, well dressed, polite, young man ,called COLE, came to our assistant, he went above and beyond to help us Every time we go into lancaster store staff are always very helpful. Thankyou”

Helpful Report

Posted 1 year ago

“No service at the Basildon store. The staff don't want to help. I left 400 pounds of purchases in a basket due to the attitude of the cashier. Really disappointed having driven from Southend.Disgusting customer service.You can keep your goods & I will keep my money”

Helpful Report

Posted 1 year ago

“Quality of item is very poor. Paid £175 for a futon which looks like a woodwork project. Rough-cut edges I’ve had to sand down and a mattress with buttons so large they leave impressions after a nights sleep. Won’t be buying from Dunelm again.”

Helpful Report

Posted 1 year ago

“The company will take no responsibility if they have put an untrained person on the till, that can’t get the email address correct for the E-Receipt. Then when it’s time to take an item back that is very cheaply made in china and not fit for purpose, there are problems, especially if you want a refund! Why not set customers up with a verified email account instead? It would solve a lot of issues with staff getting emails wrong. I know other customers have had issues such as this at Dunelm Stores. It’s a Shambles, especially if your suppling unfit products.”

Helpful Report

Posted 1 year ago

“Hi my complaint is more to do with the delivery time ordered 2 items on 26/09/23 , 1 item was suppose to be delivered by 29/09/23 the other 30/09/23 but nothing arrived, well I received 1 item today 02/10/23 but not the other one. DHL said that they would email me when the items were on there way but nothing. Dunelm shouldn't tell you the day and date of delivery if they can't gaurantee it. will think twice next time.”

Helpful Report

Posted 1 year ago

“Dnhelm used to be such a lovely store with gorgeous staff. It’s now and only recently become an unfriendly, very poor quality and actually not somewhere I will continue to shop. What’s happened? Why have staff become so unhelpful and actually rude? The selection of products now includes damaged items that are being sold at full price. Is there no quality control? Why hasn’t someone noticed products are damaged? Why on earth would you continue to sell them and then when queried about it try and justify the sale without even acknowledging the damaged. Very very odd behaviour. Staff at cafes were also lovely at one point but now just downright rude.”

Helpful Report

Posted 1 year ago

“When me and mum popped in for ONE item we caught a lady there called Bev, she was working away on her hands and knees and didn’t hesitate to help us! She found us plate sets, cheese boards, aprons, blinds and alsorts I can’t begin to list. We left with empty pockets but very very happy customers. People like that lady are the reason we would return and shop. I have recently moved into a house and wanted all new items, nothing was an issue for her and she was smiling away. A very polite member of staff, an absolute diamond after we approached her numerous times for things. I can’t thank her enough, my mum is a shopper and I am more for online shopping but I enjoyed the experience and hope to see her again. So thank you Bev, I hope everyone appreciates a person like this who genuinely made our day.”

Helpful Report

Posted 1 year ago

“I feel defrauded. I ordered a product online for click and collect and you took my money immediately. You now say you don’t have the product and will take 3-5 days to issue a refund. You therefore took my money on false pretences I certainly won’t be hurrying back - in the current economic environment you should be ashamed!”

Helpful Report

Posted 1 year ago

“Sold a faulty blind in store After fitting the blind and closing it for the first time, there is an obvious fault in the fabric. Contacted online customer services only to be told to return to store within 28 days. With a 30+ mile round trip, cost of parking and an added disability that cannot happen. I expected better from a National company. Add me to the list of ex-customers.”

Helpful Report

Posted 1 year ago

“Ordered 1 item, which should supposedly be available after 3 hrs. Ordered item Sunday 10/09 at 14:21. Nothing all morning the following day. Tracked order around 14:00 and at processing stage. Shortly after received a text telling me that something from my order was unavailable (bearing in mind I only ordered 1 item) and that I'd been sent an email with more info. So far no email. Very irritating as this item was in stock when I ordered it. Why is it not just on the shelf like other similar items?”

Helpful Report

Posted 1 year ago

“Contacted chatline to change an order but they didn't contact the store for at least 2 days by then too late.”

Helpful Report

Posted 1 year ago

“Ordered 2no sofas,terrible smell coming from cushions. Would not let me choose a different sofa until the ismelly ones were returned ,unless I paid up front for the new one.Very poor customer service. Please be aware that they only look after themselves.”

Helpful Report

Posted 1 year ago

“Absolutly shocking customer service and….. I ordered a "Coffee nest of tables" online and it arrived but did not match as described. I contacted customer service and they agreed to collect the item for a return. The first pick up time was on 4/9/2023 yesterday between 2:30pm and 3:30pm. I waited in the front room of my house all afternoon, but no one came. I checked their online tracking service and they said that at 4:45pm it's late now and the pick up had been rescheduled for 5/9/2023 the next day between 12:30pm and 1:30pm. I waited in the front room of my house all morning and afternoon today, but again, no one came. I checked their service again and they said that the pick up driver had left a note saying that I had not wrapped the item properly. This is not true. I wrapped the item very carefully in bubble wrap and tape as it was. I now reported this issue and opened inquiry. I am very disappointed with the way Dunelm has handled this return. I have wasted two days sitting in my front room waiting for a pick up driver who never showed up. I am also concerned that Dunelm is making false statements about the condition of the item I am trying to return. I would not recommend Dunelm to anyone. Their customer service is terrible and their returns process is a nightmare. I am still waiting for my refund and I am not confident that I will ever get it. I would like to add that I have read other reviews online about Dunelm's poor returns policy. I am not the only one who has had a negative experience. I urge Dunelm to improve their customer service and returns process so that other customers do not have to go through the same thing.”

Helpful Report

Posted 1 year ago

“I ordered a mattress from Dunelm. We couldn't really afford one at the time but our old one was completely done. When it arrived it was obvious from the start that it was massively faulty. Dunelm eventually sent out their "home serve" team to assess the mattress. The home serve associate said himself when he lay on the bed that it was definitely faulty. He ran. Other tests and then said he needed to call his boss outside. When he came in he started telling me there was no faulty and asked me to sign saying I agreed. I didn't sign. I have had no refund. Now me and my partner sleep in a horribly uncomfortable bed that we have to try and not roll out of.......it caused so much stress. I couldn't afford to buy take legal action. Dunelm should be ashamed. All I wanted was a straight replacement for a non faulty version. Not my money back”

Helpful Report

Posted 1 year ago

“Needed some pretty water proof, material, for covering my swing canopy, in the garden, had some lovely jungle monkey pattern, at a reasonable price, so pleased. Also purchase pairs of beautiful livingroom and bedrooms curtain which where very reasonably price, very nice staff helpful and very efficient. Thanks to Dunelm had a good day 😊😊”

Helpful Report

Posted 1 year ago

“Came to Dunhelm looking for curtains, poles, lighting, everything for the lounge. Ben was very helpful, experienced and helped us with everything. We would have struggled getting everything on our own, very pleased with the customer service. Always shop at Dunhelm, the quality is excellent, big choice of products at fair prices.”

Helpful Report

Posted 1 year ago

“Massive thank you to Zara and Abi in the Chesterfield curtain department. For the first class service we received from them both. It was a pleasure being served by them, whom were both excellent. Thanks again Matt and Louise.”

Helpful Report

Posted 1 year ago

Dunelm is rated 2.3 based on 1,095 reviews