Dunelm Reviews

Name: Dunelm
Rating: 2.26

2.3 Rating 1,088 Reviews

30 %

of reviewers recommend Dunelm

Company Reviews

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Metrics

2.3

Based on 1,088 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

“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

“Awful!! Ordered a rug which should have been delivered Monday - Nothing. Emailed 3 times nk answer. So I arranged to go and collect the rug today from the DHL depot and turns out it isn’t even there!!!!It was a present as a replacement for my 96 year old mum who comes out of hospital tomorrow and has been wanting this new rug for years now it won’t be there whenshe gets home. Customer service completely disinterested and tell you something different everytime you speak to them. I told them that I would just go into a store tomorrow morning and but one and was told I would have to wait 21 days for my money to be refunded!!! What!! I have wasted a days annual leave and many hours on the phone to this company. Not what they used to be. Oh and some friendly advice, change your automated message because the woman’s voice sounds so miserable, rude and uninterested. Totally unprofessional use the Range instead”

Helpful Report

Posted 1 year ago

“Delivery overdue so rescheduled but again no delivery. Unable to speak to anyone in Dunelm customer service unless through a faceless chat and even then response is "wait another 3 days'. Dunelm have taken the human factor out of customer service. Dunelm is now a faceless entity who hide behind an IT function. The worst experience i have had for poor customer service. Dunelm say Customer Service is a primary concern. With a score of 3.1 it is certainly a concern!!!”

Helpful Report

Posted 1 year ago

“ATULIO blind fitter DUNSTABLE BRANCH. Fitted my blinds today. The man is a HERO. Thank you for your 10* customer service. In times when the standard of service to customers is at times diabolical, ATULIO raised the bar today by 250% minimum. Thank you once again.”

Helpful Report

Posted 1 year ago

“Whilst having an excellent coffee and sausage bap at the Dunelm Store at Rustington, I was able to enjoy a lovely experience on a quiet Monday morning. The staff in the coffee shop and on the shop floor were really friendly and very welcoming. The atmosphere with all the staff, both towards the staff and the customers was a joy to listen to. They were all really bubbly and pleasant to each other, while all appearing to know each other. The store must be a lovely place to be a member of staff and to work for, given what I witnessed. Keep up the good work, you are lovely people. I will certainly return. 😊”

Helpful Report

Posted 1 year ago

“Over the last six weeks I have spent over £400 on bedding and lamps as we were decorating the bedrooms. When I came to open my new Dorma bedding, I found that one of the white pillowcases had been opened before and repacked. Unfortunately, it was a cream pillowcase that had been wrapped in white card inside the plastic and then displayed with the white bedding. Really didn’t think this would be an issue, I only wanted to exchange it for a white one the same as the others. WRONG! At first I was told that it had passed the return date, then I was told she would waive that. Then she said it had been opened. I explained again that that was why it was bought by mistake in the first place. The white card should have been inside the pillowcase not wrapped around it. They hadn’t even noticed when they put it out on the shelf. She said they don’t accept bedding back if it has been opened. They clearly do or where did the pillowcase come from. I wouldn’t usually make such a fuss, but this is their mistake not mine. I spend a lot of money at Dunelm but will never go in again unless this is resolved sensibly. I am not trying to get away with anything, if I was, I would have gone for more than a £14 pillowcase. I am actually offended that they didn’t sort this out immediately. It is ridiculous. Maybe stick with M&S in future…..a reputable company!”

Helpful Report

Posted 1 year ago

“Failed next day delivery creating major inconvenience and delaying my project by 1 month as a result. Chat service totally unhelpful, they had the chance and opportunity to apologise just offering a little discount but discount denied, showing no customer care.”

Helpful Report

Posted 1 year ago

“We visited The Nottingham store to day We went to the the cafe for bacon bap and cheese toastie both Delicious also Excellent flat Whites coffee The staff were charming well done”

Helpful Report

Posted 1 year ago

“We have just visited Dunelm , Northampton , we knew what we wanted , but it was not in stock , a lovely lady by the name of Yvonne advised us ,and went the extra mile to get our purchase delivered to our home address , thank you so much Yvonne you are a credit to your company !”

Helpful Report

Posted 1 year ago

“Ordered a mat from them to be delivered to a collection point. First wrong mat was,delivered, it had 2 different addresses on it. Contacted customer services who said they would arrange another delivery. Only found out collection point refused to accept that as it was too big. Contacted customer service again and said I wanted to cancel my order and get a refund. Well I am still waiting 5 weeks later. They know I did not receive the mat but said they would not refund me until it was returned to depot. This is theft by my reckoning. Take a customers money but fail to deliver the product. I will NEVER order anything from Dunelm again and will advise friends to avoid them unless you are prepared to throw money away!”

Helpful Report

Posted 1 year ago

“Promise after promise of a delivery, still not appeared! Then laughably offered an online voucher as compensation! Really you can't delivery an order online now, it's taken over a week of back and forth, with it will be here by then etc... Disgusting customer service. Will never deal with Dunelm again. I would give no stars if I could.”

Helpful Report

Posted 1 year ago

“The stiffening at the top of my Dunelm curtains is disintegrating and dropping large bits to the floor. Because I have had them over a year, there is nothing customer services can do. I now notice that another pair of Dunelm curtains (this time expensive velvet) are doing the same. Why are curtains being made with degradable interfacing . Will not buy curtains there again.”

Helpful Report

Posted 1 year ago

Dunelm is rated 2.3 based on 1,088 reviews