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

“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

“Just taken delivery of 2 bedside tables, delivered by Stuart and Paul from Bristol... They were polite efficient and unpacked the tables. They are a credit to your company.”

Helpful Report

Posted 1 year ago

“I was disappointed with a mirror that I’d had delivered and returned it to the Aladdin Tower Store, along with a cushion. The lady who served me was friendly, polite and efficient and it was sorted out within 5 minutes! Thank you.”

Helpful Report

Posted 1 year ago

“AWFUL CUSTOMER SERVICE. Product (roller blinds) faulty and when I called customer services, the representative could not have been more unhelpful, obstructive and rude. Complained in writing to CEO (no response!) and customer services (again) who are still being really unhelpful in resolving the issue. I have found them to be totally unprofessional and they have treated me with utter contempt. I will never use them again. Have now wasted an entire day on chasing this up. Useless company.”

Helpful Report

Posted 1 year ago

“So disappointed So disappointed. Bought an expensive parasol last year, literally used it maybe 4-5 times at the end of last summer, got it out to use it today (it’s been in a protective case all year which I also bought from dunelm) and the string which is supposed to pull the umbrella has come away from the mechanism and is no longer working. We are literally out of guarantee by a few days and have been told there is ‘nothing they can do’ when we have literally used the item no more than five times and taken perfect care of it. Really shocked and disappointed. Feel like we have been had. It almost feels as though they build things for a years span?! Wouldn’t be so upset if we had at least got to use it frequently. Really won’t be bothering to buy anything from here again which is a shame but I just feel really let down. Customer service was also abysmal. ‘Michelle Jones’ refused to put me in touch with anyone else after I requested multiple times so I was unable to escalate it and will be making a formal complaint to their head office now instead.”

Helpful Report

Posted 1 year ago

“Brilliant service! I have just been to collect an order in your Yeovil branch and the ladie that served me was lovely! Nothing was too much trouble, she was helpful and cheerful and we had a lovely chat about holidays, as I was collecting a suitcase for my holiday. This lovely Scottish lady and the young lady on the next till made my shopping experience an absolute pleasure, I will most definitely be returning. The click and collect service is great, the product was ready for me to collect within 3 hours. Highly recommend.”

Helpful Report

Posted 1 year ago

“I have never been treated so badly by any store I’ve ever been in as I have been treated by the Huddersfield store, what has happened to customer service??? I was returning a Dorma quilt cover that had been opened but not used, as I explained it was quite obvious from the foldings of the cover it was unused, I had opened it to see the bigger pattern not realising it was a ‘sticker seal’ I was refused a refund and now I have a cover costing over £100’ I don’t want!!! I asked to see the manager, who was no help and really could do with a course on customer relations, ‘Spencer’ was rude and I will never, ever but anything from Dunelm again.”

Helpful Report

Posted 1 year ago

“Dunelm is the worst possible company for delivery. Constant meaningless emails stating the are sorting the problem which never materialized. Appalling service. Would never recommend delivery as Panther are useless”

Helpful Report

Posted 1 year ago

“The light fitting is a deadly weapon , fitted less than 24 hours a two of the three glass shades dropped out, thankfully not hitting anyone. Dunelm don’t think there is anything wrong with the product that has three glass globes with hardy any lip being held in place by three small cheap plastic grub screws. Wiling to replace broken bulbs but how do you feel safe walking under them again and the tiny bits of broken glass we keep finding are a hazard for any of our grandchildren who visit . Rubbish shop not be visiting them again”

Helpful Report

Posted 1 year ago

“They delivered the items smashed in pieces. All they offered was a refund or replacement. Poor customer service. No responsibility accepted. After complaining, they said they would refund the delivery cost (paid for express) as 'a gesture of good will'. Hilarious that they believe a gesture of good will is to refund me for a service they did not provide.”

Helpful Report

Posted 1 year ago

Dunelm is rated 2.3 based on 1,095 reviews