Dunelm Reviews

Name: Dunelm
Rating: 2.25

2.3 Rating 1,106 Reviews

30 %

of reviewers recommend Dunelm

Company Reviews

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Metrics

2.3

Based on 1,106 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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Purchased a sofa and 2 armchairs. 7 months on and the padding to one seat of the sofa and one chair has collapsed and is uncomfortable to sit on. I was offfered a 10% refund which I refused as it would not resolve the issue. Sent out someone to assess who agreed it was not acceptable then receive an email saying the assessor found it to be wear and tear! Dreadful quality and very poor customer service! Will no longer purchase anything from them.”

Helpful Report

Posted 2 years ago

“My 2nd sofa was not on the van when delivered last week, so waited another week and the one just delivered was very badly damaged so I did not take it, now told another week before I will get it!”

Helpful Report

Posted 2 years ago

“BE CAREFUL WHEN PURCHASING FROM THIS COMPANY - THE CUSTOMER SERVICE IS APPALLING! I bought a light cluster in 2019 and contacted Dunelm in 2020 (after the product was out of the year warranty) as one of the bubble balls had broken and I wanted the details of a replacement. They were very helpful and supplied me with a replacement which I wasn't expecting. Fast forward to 2023, and another ball has smashed as they are very delicate. Contacted customer services and it's a case of "Computer says no!". I have explained that I am not asking for them to replace the product or pay for the replacement but just to give me contact details of the supplier to which they have firmly said NO as it breaks their confidentially with the supplier??? They have basically told me to go into store and look at the box (yes, product is still available to buy) and check if there are supplier details on or in the box? They are refusing to answer why this is an issue in 2023 but was an easy task in 2020. I have reiterated over and over again that I am not expecting them to replace the part or contact the supplier to order the part, but apparently they are bound by confidentiality to their supplier? What about their customers needs and rights? They advised that if the product was in warranty, they would replace the broken part but as it is not they won't do anything to help. I have questioned the GDPR aspect and advised that it is in place to protect people who do not want their information shared but as their manufacturer has supplied their goods to the general public for them to be purchased, in good faith, they are not looking for protection from the general public and this is the complete opposite scenario. I have also asked Dunelm to either contact the Company on my behalf or give the Company my details so I can speak to them direct....again, I am faced with a blank wall. I am unable to find the Company direct on line and should be able to go through the company I bought the product from for their details. Furthermore, customers should be able to obtain parts for products that are out of warranty instead of being forced to purchase a whole item just for one part of it. They will not send me details of how to escalate to a higher department, just telling me to go online! I find this utterly ludicrous and will be escalating the issue further and warning others of this and that there is NO customer service in place whatsoever. I can understand it being more of a problem if the item was no longer sold by Dunelm but it is sat on their shelves. Why can't a member of staff look at the box and send me supplier details rather than me travel 30 miles to my nearest store to look for myself. The whole thing has utterly baffled and frustrated me and I will not stop until I have either a replacement ball or the supplier details. Unfortunately, it is companies like this who are happy to assist when taking your money but firmly shut the door once money has been taken. I can only imagine that the staff in 2020 were way more competent and helpful to their customers. This is an utter disgrace. SHAME ON YOU DUNELM”

Helpful Report

Posted 2 years ago

“The product was clearly a second from the manufacturer. No option for replacing the damaged part, only to have replacement product delivered..in a weeks time! What a waste of time & effort. Not to mention the impact on our environment.”

Helpful Report

Posted 2 years ago

“I have tried to contact Dunelm via telephone and live chat. Two weeks ago someone on live chat promised to email me regarding a query I had. That person never emailed me. I cannot contact Warrington store or the customer service line as neither answer the phone. Was very interested in making a large furniture purchase, but wanted to see the item first. Today, the live chat bot has repeatedly written: ‘I do not understand’. Looking to lose customers Dunelm? Keep going with your current appalling lack of customer service and you will be very successful at this.”

Helpful Report

Posted 2 years ago

“Brought a whole lot of products at the Oldbury store (around £500 in 3 transactions). The goods were for a flat I was going to be renting which fell through, through no fault of my own. I was then left with surplus stuff which I didnt need so I thought id return it. I looked at the reciept and realised it was just over the 28 day return policy but I thought good will and all that. I hoped they'd refund me or give me a Credit note. Unfortunately Dunelm dont do Credit notes at all or refunds after 28 days. So the lad serving said he'd call the duty manager who was very abrupt and said all that was true I couldnt get a refund or a Credit note but mentioned in certain cases products could be exchanged so I said id do that but she then said it was only in certain circumstances and that 4 days over the 28 days was too far out to be considered for an exchange. Have to say it was handled so rudely. It wasnt as if I was taking the whole £500 worth back just around £75 which I have no need for the products anymore. I have to say I will no longer be using Dunelm in future. I will just go to The Range and B & M who seem to be more flexible and customer friendly”

Helpful Report

Posted 2 years ago

“Been sleeping on the floor on and off for 2 months with broken legs, had to ask people to build and take apart bed 4 times due to missing or faulty parts.”

Helpful Report

Posted 2 years ago

“Went to horsham store 18/02/2023 popped up to their coffee shop ordered a two latte coffees when we tasted it ,it was so strong we could not drink it when questioned the barista she said it was made with two shots,i said i never ordered it with two shots,she never offered to replace it,then i asked for my money back she requested the manager to attend,she also told me this is how is made at all coffee shops nero,costa starbucks ect when googled this was not true.if this how they treat customers I would stay clear of dunelm coffee shop horsham.”

Helpful Report

Posted 2 years ago

“Ordered a piece of furniture early january.they took payment and said in stock .then get a voicemail saying now will be delivered14th feb as NOT IN STOCK.!.now got an email from Dunhelm (only after i chased it up) to say it now wont be available until at least 24th feb.absolutely appaling service.basically Dunhelm took money for an order that they didnt have in stock .how underhand is that? Well heres another customer youve just lost ....”

Helpful Report

Posted 2 years ago

“I needed vallance for a new Pine bed with posts. I asked the staff at Lancaster for advice and told them what the vallance was for. I needed it to be open at the sides to show the posts the assistant that helped me asked a higher staff member which one was suitable, they sold me one when I got it home it had no openings for the posts and would not fit that’s crazy when you bother to ask . I Took it back with the receipt the girl was very rude and said she would not change it because it was opened how was I supposed to find out without opening it. This was your staff to blame and that’s not a good policy . I would not recommend anyone buys this bedding. Frustrated J.gow”

Helpful Report

Posted 2 years ago

“Ordered a mirror which arrived smashed. Arranged a return via webchat, gave me a day it would be collected so waited home all day, no one showed up. Collected the following day after contacting them again. Heard nothing about the return for 3 weeks so contacted them again.. told to wait a few more days. Contacted a month after returning the item told again to wait, I refused so they processed the refund, straight away received a text saying has been refunded and to wait 5 days for the money to reach my account. Why they couldn’t process the refund the first tine I contacted them I dont know! Useless wont order again to much hassle”

Helpful Report

Posted 2 years ago

“I went to buy a bathroom caddy from Dunelm. Never used them before. Ordered for click and collect in London Colliers Wood. When I got to pick up my item, I was speechless. I got handed the caddy, marked, scratched, paint chipped off it in multiple places, un packaged, damaged to the point I thought this was a joke.... "Are you seriously selling me this?" I asked the cashier. "Can you not see the damage on this item?" No apology for the fact that I had traipsed across London to pick up this piece of rubbish, paid my tube fare there and back and wasted serval hours of my time. No apology. No explanation, she just replied, "It is what it is." SHOCKING service, the lady clearly had Zero customer Service experience and just offered me a refund. Never in my 45 years have I experienced such a terrible shopping experience. Had I known or maybe visited the store before I wouldn't have bothered with them. Shop was chaotic, goods looked cheap and badly made - honestly, I am beyond words that places like this even survive. Dreadful.”

Helpful Report

Posted 2 years ago

“Bought a sofa and armchair at the same time and on same order number. Sofa is now faulty and although they have agreed to a refund for the sofa they are refusing to collect and refund the chair and as chair not faulty. I pointed out that I would not have purchased one without the other but they still refuse. I am now stuck with a chair which will not match any new sofa.”

Helpful Report

Posted 2 years ago

“I visited Dunelm Mill in Plymouth yesterday. I wanted to order some expensive made to measure curtains. I waited 15 minutes at the haberdashery counter upstairs. Three employees passed me & said someone would be with me shortly. I saw no one & left the store, deciding I would buy else where. . Passed 3 employees staying together chatting inside the entrance. Worse customer service ever. 🤬”

Helpful Report

Posted 2 years ago

“Reviews said my item was ‘a bit fiddly to assemble’ . Most difficult self assembly I’ve come across in a long time . Really poor instructions . Only way to contact Dunelm is via email or chatbot / hopeless . Going back to IKEA - much less stressful .”

Helpful Report

Posted 2 years ago

“Overcharged for a clearance item, was about to check my receipt when staff member tried to look for a light fitting on the web so got side tracked!! Realised last night charged full price.. can I get through on the phone, can I hell!! 😩 been trying 4 hrs, probably bland covid ad usual 😩”

Helpful Report

Posted 2 years ago

“The refund policy has prevented me from returning an item which I believe to be unfit for purpose. I attempted to return an expensive wool quilt (£75:00) which did not keep me as warm as the £24:00 which it replaced.”

Dunelm 1 star review on 13th January 2023

Helpful Report

Posted 2 years ago

“No price match :( Bought several items last week only to find them heavily discounted this week. Contacted Dunelm, they can't offer a price match, instead we have to return the items and buy the same items again. This makes no sense Dunelm.”

Helpful Report

Posted 2 years ago

“I ordered 8 chairs for a delivery on Monday. On Tuesday 4 chairs were delivered, 2 of which were chipped. The Liv Chat was not able to inform me when my missing chairs will be delivered. Of the 4 chairs that were delivered, 2 were chipped. A replacement was meant to arrive today (wednesday), but nothing has arrived by 4:30 and Liv Chat cannot confirm they will arrive today. Customer services is terrible. All I want to know is when my missing chairs and when my replacement chairs will arrive. So far I have stayed at home for 3 full days. Liv Chat informed me that I would be contacted today and I heard nothing.”

Helpful Report

Posted 2 years ago

“My first and needless to say Last order with this company. Ordered some Baubles and Lights for Christmas back in October. The baubles arrived in a dirty, dusty and stained condition (See Pics). How they had the nerve to send them out like that is beyond me. The Bauble box has a large window so they must have seen the state they were in before sending them out. Customer service seems non existent as i sent them 2 emails and over a week later still never heard anything from them. I have severe anxieties and do not use the phone so was relying on the email reply but alas that never came. Tried to use their return option on my computer but that kept saying "Oops" all the time. Finally got it to work using a laptop and managed to send them back. Took a bit of time to get the refund but did receive it. Now onto the lights. Checked them when they first arrived and they seemed fine and were beautiful to look at. Put them up in November and after 1 or 2 days noticed they kept flickering every so often. Basically they have not stopped flickering all through this Christmas time. I have to fiddle with the cable to get them to stop flickering. I would have taken them straight down but they are intertwined with other decorations so it would have been a big hassle. Baubles and the Lights are both made by Dunelm so i'm guessing they are made "On the cheap". Haven't bothered contacting them about the lights as it would be a bit pointless now and they most likely would not reply anyway. They are clearly a poor company judging by all of the negative reviews. I personally would Never order from Dunelm ever again and i do Not recommend them either. Go to a more professional company who care about their customers happiness. Thanks Dunelm for putting a dampener on this Christmas!”

Dunelm 1 star review on 20th December 2022

Helpful Report

Posted 2 years ago

Dunelm is rated 2.3 based on 1,106 reviews