Dunelm Reviews

Name: Dunelm
Rating: 2.25

2.3 Rating 1,107 Reviews

30 %

of reviewers recommend Dunelm

Company Reviews

Questions

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

Visit Website

Write Your review

Tell us how Dunelm made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

“Bad if you want to contact these people, they dont pick up phones......live chat is nowhere to be found even though they say its there between certain hours, in real its a hit & miss situation since it was working two days ago - but not today at 11 AM.....lunch break everyone ??”

Helpful Report

Posted 3 years ago

“Beware if you’ve click and collect order and they gave you in a sealed parcel when you pick up. Do not trust them with goods inside to be perfect even though the parcel looks perfect. Check before leaving the store if you do not want to waste your time going back to store. They will pack faulty item and will blame you for not checking when receiving goods. Disgusting customer service. This is how they get away by blaming customers instead. Told them it’s a gift for a child. They offered £2 partial refund and expect problem to go away. Check out my photos, my lamp is looking like coming from a second hand shop, do they think I can gift this? They obviously knew this before packing as parcel was not damaged. Was told I could’ve checked before leaving the store OMG why didn’t they check BEFORE packing now it’s my fault for not checking?”

Helpful Report

Posted 3 years ago

“Every other company I have dealt with (3 others) have all provided 2–4-hour delivery slots on the day of delivery, providing us with this information either the day before or had an option to pay extra to secure an option beforehand. I feel this is essential for large items of furniture, such as a mattress, which we were buying. Dunelm website insinuated that they would provide a slot the day before, but we just got a text saying the driver could arrive as early as 7am. We hadn't moved into the property and lived over an hour away so this was not possible for us. I rung up Dunelm and they assured me that it was highly unlikely the driver would be there before 9am. On the day of delivery, we had a text at 6.45am saying the driver was 15 minutes away! We rung the driver and he said he would try and deliver by ringing neighbours and leaving in the communal hallway (not ideal) but then said he wasn't able to. Tracking information was non-existent, just kept saying it hadn't left the depot yet, even when it clearly had. Customer service was awful. I told them that it would be quicker for me to just get a completely new delivery, but they took 3 days of going back and forth before telling me they had "lost" the mattress. How do you lose a mattress? By this point, the next available delivery was after we had moved in and we decided to get a full refund and go with a competitor, which were much better stocked, prepared, and organised. We had it planned for all our furniture to be delivered prior to move in day, but due to Dunelm's tardiness we have had to sleep on an air mattress for the first week of our new home. This was the first and last time I try and shop at Dunelm.”

Helpful Report

Posted 3 years ago

“The worst retail experience I have ever had. Product out of stock, being wrongly advertised as available in their website, shocking call centre staff, rude and dismissive, left me on hold for 30 minutes. Completely lost track of my order, all information about delivery was wrong, then when I finally received the product it is hardly worth the extortionate amount of money that it cost me. And while trying to complain, I'm ignored no reply to emails whatsoever. When I finally get through to the web chat team I am told I can take a voucher? Like I want to do business with you ever again? Take your money elsewhere folks, it's as good as lost with this company and saves you the hassle.”

Helpful Report

Posted 3 years ago

“A chap called Ade served me on Friday in Dunelm in wolstanston Stoke. I have never had service like it. What a charming man he was incredible helpful, even escorted me down in the lift when I said I didn’t like them. Thanks Ade I definitely asked the right person that day.”

Helpful Report

Posted 3 years ago

“I would rate 0 stars if I could. Customer service in this shop is just abysmal. I wanted to purchase an item which had a hygiene sticker seal on it and it was actually ripped and the packaging was damaged with holes throughout, also the spider alarm tag was digging into the item causing damage to the faux fur item. When I told the cashier she asked a manager to come over. I mentioned to the manager how the item is not perfect and explained my concerns about the hygiene sticker (which actually states that you cannot refund the item once this hygiene seal is broken) the manager was extremely rude, arrogant and laughed when I mentioned my concerns and said that the item looks like it’s in perfect condition to her, therefore making me extremely uncomfortable as if I cannot see what she sees. Dunelm please stop employing incapable people with no managerial skills. Your manager and assistant took no ownership of the situation. I am not to blame for the way you take care of your stock or for asking about discount if you improperly store your items, leasing them to become flawed or defective.”

Helpful Report

Posted 3 years ago

“Bought new bedding. Dorma. Wonderful quality. Very pleased. Double checked everything was correct size before opening as sticker on seal clearly states if opened no refund or exchange. Fair enough, I wouldn’t want to buy bedding I thought was new that has been on someone else’s bed! It is a fair and reasonable policy. Our new quilts and covers from Dorma Dunelm have actually given us consistent “ sleep,like a log/baby” nights. You can’t put a price on a good nights kip, thanks, Dunelm.”

Helpful Report

Posted 3 years ago

“Bought a lamp shade that was reduced only to get home to see cracks inside after unraping it. I went back to the store and they refused to exchange it as it was written non returnable yet it was damaged. They told me they can't do anything about it and I just had to settle for a broken unit.”

Helpful Report

Posted 3 years ago

“Visit the Dunelm store at Colchester quite often same old problem no staff around to assist. Went yesterday February 20th asked a lady with a clipboard if there was someone to assist us she said i will get someone they never materialised eventually found the main items we wanted. Large amount of people waiting to pay only two tills open and on a Saturday at that. Before leaving i used the ladies toilet the disabled one it was disgusting dirty not been flushed not that the store left it unflushed but any staff that are supposed to keep the toilets clean need sacking as obviously from opening the store nobody keeps check on the state of them. Used the toilets a few weeks back dirty then why? The manager of this store really needs to get their act together as to how this place is run on a daily basis.”

Helpful Report

Posted 3 years ago

“Beware when ordering made to measure curtains in store.I went in to the store to order 3 sets of made to measure curtains. I just had to give the pole width and then the length I wanted .Firstly even when going in store it's classed as a online order. When the curtains came for a 80 inch pole they made each curtain 100 inches wide. They are far to full for the windows. The curtains did get sent back to the work room but due to how they Dunelm work out the measurements a bit complicated and not explained when I was ordering them. They say there is nothing they can do for me. It said 83 inches wide on the invoice.I’ve been left £ 715 out of pocket with although beautifully made curtains they have been made far to wide and look ridiculous when open.”

Helpful Report

Posted 3 years ago

“I ordered a set of metal storage tins online, drove 13 miles to pick them. The store assistant put them on the counter and immediately marked as collected as I received an email. The tins were dented, scratched and had a big reduced sticker on the side, I had paid full price. I asked if I could have undamaged ones so they checked but couldn't find any. I would rather have been told they were not available than travel all that way to have damaged items try to be fobbed as as full price sale worthy items. Extremely disappointed as have been a dunelm customer for years, wont be returning.”

Helpful Report

Posted 3 years ago

“Ordered Milas lighting, 6 items, arrived as scheduled, very well packed, easy to assemble, the industrial look is better than expected, very pleased with purchase online. Also purchased in my local Boston store, lovely store, fab stock, staff always seem happy to be working there, free parking and a fab little cafe. Delighted to be a Dunelm customer.”

Helpful Report

Posted 3 years ago

“Mansfield branch Dunelm very helpful staff that go above & beyond to help you can’t praise them enough , my last visit Zachary & Ann Marie went the extra mile to help .”

Helpful Report

Posted 3 years ago

“I recently paid delivery charge for an item and was told to collect from a store miles from me. NO POINT IN TRYING TO RECTIFY As you cant get through to a person. Disgusting service!!!. Cant send emails either. Wont be buying from them again.”

Helpful Report

Posted 3 years ago

“Dunhelm are absolutely diabolical. Firstly had made an appointment re made to measure curtains at Peterborough store. Rang 35 times and still did not speak to anyone then rang another store they sent a fitter out cost of made to measure curtains was £1100. Second store helpful until I wanted to pay. They sent a form off to a department that did not give a number or email address. Tried putting the payment through over the phone but my bank blocked it as the bank's system thought they were a stammer. This was enough but after reading the poor customer service reviews and issues with some customers only receiving half the products. I have cancelled my order and will keep the money in my bank. When I said to my friend that the cost was £1100 for one large curtain (as a pair), small lounge window (as a pair) and also net curtains for the lounge, toilet and bathroom and a small pair of curtains for the box room, my friend asked me "had I gone mad". So I am more than happy to have cancelled my order.”

Helpful Report

Posted 3 years ago

“If I could give zero stars I would. Ordered two pairs of curtains online on the 16th of Jan, meant to be delivered on the 20th. By the 31st they still hadn’t arrived. I contacted them, first on email where someone told me that one of the pairs was due into the warehouse the next day. When I got no further replies I went on the live chat. That person told me they were both in the warehouse ready to be dispatched. I then get an email to say one pair of curtains is out of stock. Why would I only want one pair! I then decided to keep the one pair and get a smaller size for the other window. Then one was damaged, loads of dirty marks so had to take it back. I needed to get the curtains up so I asked on the live chat that if I bought them click and collect would I be able to still get the 20% discount I had when I originally ordered. They said yes but I needed to buy them first. So I did that and went back on the live chat… I typed it all out and the person cut me off. So then I phoned. I was on the phone for an hour and had to ask to speak to a manager multiple times before I got the refunded 20%. I was told they would do it as a ‘one off’… ridiculous. Never buy online from them, only get something if you can hold it in your hands in store! The worst customer service I’ve ever experienced.”

Helpful Report

Posted 3 years ago

“Bought 2 plate sets (urban) for £120 - tested to commercial and hotel standards. Used once, full of scratches. Very poor quality and descriptions very misleading. Only thing good for is quilt covers. Rest of products are terrible. Poor customer service. Would not replace/ refund.”

Helpful Report

Posted 3 years ago

“My very first Dunelm experience has been online and had not been a poor experience but not great either. Long story short live chat is difficult to get on, social media IM is hit & miss and still waiting for a resolve to a wrong item sent although it could be a correct item sent but wrong item listed on the website. I am growing weary of chasing and now not getting any response, I just want the item ordered.”

Helpful Report

Posted 3 years ago

“I do not want to even give one star but I have no choice. On 28/12/21 I ordered and paid online for two folding beds to be delivered on 11/1/22. On 20/1/22 Dunelm cancelled my order as there was a system issue and unable to process my order. The email read “To resolve this for you, we can either process a replacement order or if you would prefer, we can process a full refund”. I immediately replied requesting a full refund. On 23/1/22 Dunelm requested proof of cancellation in order to proceed with the refund. It is so important not to get angry. One spends hours endeavouring to make contact by telephone, email and live chat. The standard reply is that a response will be made within 72 hours. When I last got through to them regarding proof of cancellation that Dunelm cancelled the lady responded that my order might be with the courier. I’m not going to loose sleep over this but wait two more weeks before commencing civil action. All customer communication with Dunelm is designed to make it as difficult as possible to have a concern addressed.”

Helpful Report

Posted 3 years ago

“Very stylish. I am delighted with this purchase.”

Helpful Report

Posted 3 years ago

Dunelm is rated 2.3 based on 1,107 reviews