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

“We ordered wallpaper & paste yesterday only to receive an email to tell us our basket was still full after we had paid for the order! Now we have 2 order numbers very odd!”

Helpful Report

Posted 3 years ago

“About a year ago I purchased six sets of Dorma bedding for two beds from Dunelm. Three of these are still ok but the pattern on three Botanical Gardens has faded dreadfully. However I have no comeback under Dorma's 10 year guarantee because I bought it in a Dunelm shop and cannot produce a receipt. If I had bought it online it would have been different. I always understood that faulty goods do not require a receipt, but Dunelm says "no". Faulty or not, they want a receipt. As Dunelm own Dorma, I cannot even complain to the manufacturing company that their bedding has faded after 12 months wear. Had it been cheap I would not have minded so much but Dorma bedding is expensive and I expected better. The bedlinen I had prior to the new stuff was still in excellent condition after eight years and was as good as new when I gave it away. Either standards have slipped or the bedding is faulty. I would advise anyone looking to buy this pretty range to think twice if they want it to still look pristine after 12 months. I am now looking to replace it with something cheaper.”

Helpful Report

Posted 3 years ago

“I love the shop but downloaded the app but everytime I go on it some gambling games (different ones) come up and I can't get rid of them.”

Helpful Report

Posted 3 years ago

“Disgraceful customer service. I was sent a feather duster instead of a milk bottle carrier. The box was 4ft x 1ft and contained yards of plastic packaging...at the bottom was a tiny feather duster. Trying to find a place to sort it out online was farcical. LIVE CHAT??? non existent. Customer service number ....fine.....if you have hours to waste holding on. Email address nowhere to be seen. Never have I experienced such an appalling site for customer service. Never will I buy online from them again and I certainly would not recommend to anyone to buy from them online.”

Helpful Report

Posted 3 years ago

“ordered two mattresses on the 29/12/22 It said delivered by Saturday 8th January. I understand there can be delays etc but I had a phone call on 7/1/22 by the delivery company to say "your order will be delivered tomorrow, in the morning the courier will ring you with a 2 hour slot." My husband has then disposed of my children's old mattresses as they were sleeping out at their nanny's for the night as their room was being decorated by us on the 8th. We then woke up to a txt msg on 8/1/22 saying... "We're very sorry, but we won't be able to deliver Dunelm order **** today due to a problem in our delivery network. We're sorry to let you down, and we will get your order to you ASAP. Your local delivery depot will be in contact with you in the next 48 hours to rebook your delivery. Kind regards" We waited 48 hours...no reply from anyone! I called dunelm, the man said we will make sure the delivery company ring you today, they didn't! I rang again the next day, again a lady assured me that by the end of the day this would be sorted, it wasn't! It's now 16/1/21 myself and my husband have been sleeping on our sofa for over a week now as we have let the children sleep in our bed as they don't have a mattress to sleep on. We can't sleep on the sofa anymore and so we are ordering new mattresses today from elsewhere. Please can someone reply other than automated emails and please process a refund ASAP as I'm getting really really angry now about all of this”

Helpful Report

Posted 3 years ago

“We bought a three piece suite from you two years ago and it is falling to pieces.. Bonded leather has pealed off on arms and seats. It is disgusting First and last time we will ever buy from you again!”

Helpful Report

Posted 3 years ago

“I HAVE JUST BOUGHT A DUVET SET FROM DUNHELM AND I AM THRILLED TO BITS WITH IT. VIBRANT COLOURS AND PATTERN, JUST WHAT I WANTED.”

Helpful Report

Posted 3 years ago

“Terrible experience from the start. My partner bought an office chair which was supposed to arrive before Christmas. Firstly, this was passed to a delivery company called Panther, who told us that we needed to arrange a completely different delivery day in the new year!! This new delivery day has long been and gone and we are now told that our order has been lost!! Dunelm refuses to give us a refund until 'investigations' have taken place, and even then, it will apparently take another 5 working days to be refunded,if at all! Shocked at how poor the customer service has been from both Dunelm and their chosen delivery company. Will never order online from them again.”

Helpful Report

Posted 3 years ago

“We ordered a set of bath towels to be delivered. But after we paid it said we had to collect 2 of the items from Chichester which is one and a half hours away. We have now cancelled order what a useless company this is . We will never dunelm again.”

Helpful Report

Posted 3 years ago

“Bought a shoe rack from dunelm. It is absolutely rubbish. The metal bars don't fit into the sides wouldn't hold the weight of a feather let alone shoes. Never seen such rubbish in all my life. If that is a sample of dunelms products I just don't want to know. Have put this on Facebook so other customers don't fall into the trap of buying a load of rubbish that is only fit for the rubbish bin.”

Helpful Report

Posted 3 years ago

“Receive 3 rugs today. Impossible to get in touch. Chat doesn't work on site. Phone not connecting, and couldn't send email. Their loss as I was going to buy another larger rug. I WILL NEVER BUY FROM THEM AGAIN.”

Helpful Report

Posted 3 years ago

“Quite a lot I mistakenly said yes to Click and Collect I then emailed you several times yo make you aware of this and look for advice and received this inspiring reply " ...but that doesn't mean we don’t want to hear from you. If you have any feedback or questions, please use our contact page and we'll get back to you as soon as possible. I then used their "contact page" and told them about my errors BUT I'm still waiting for a reply. I spent quite a lot with them buying items but I will never do that again. They couldn't care less about their customers and I believe it's about time it was said out loud ! they've blocked Trust Pilot reviews and now I know why. I have no idea if they will block this review let's wait and see ! A very disappointed and angry Marion Bracken”

Helpful Report

Posted 3 years ago

“Online order 19th December 3 phone calls later 10th Jan still not sorted and have to wait further .never once called me back to inform when I will receive order due xmas eve .I phoned and replacement sent that I did not get and they can't sort it on phone so yet agsin they will do nothing to let me know when I will receive my order.a joke ebay sent me in 3 days ,they will get my money infuture”

Helpful Report

Posted 3 years ago

“I went into my local Dunelm, which I frequented a lot before i moved abriad. I have returned to UK, but the service and the layout doesn't seem as efficient. I am particurarly annoyed abiut one of my recent purchases. A cyrstal table lamp. Well made, fell in love with it, and a fair price. I spent around 20 minutes looking for a box with one in to take away and eventually asked an assistant where i would find a boxed light! You take them from the shelf she said. Not ideal! All i had was a flimsy plastic bag to put it in. Of course, no details about the light! I got it home and realised it had no inline switch. Since my socket is slightly under the bed, i decided to buy and inline switch. Couldn't get it to work! So I bought a new cable with inline switch on it and rewird completely. Still didn't work! Then i accidently touched the base while it was switched on and it lit up! So it was a touch light, but nowhere on the display did it say that! So i have wasted money changing stuff and time, that I needn't have! What a disgrace! What happened to customer service? If you have to take from the shelf, it should say so! Certainly if a lamp is a touch lamp it should say so at the point of display! Realky annoyed about it!”

Helpful Report

Posted 3 years ago

“Very disappointed when my daughter in law opened hdr dary duck present on xmas day. 3parts missing & stitches undone on shade. I was embarrassed.”

Helpful Report

Posted 3 years ago

“We visited the Inverness store today and were helped with our order of bedding by a sales assistant. We have visited this store several times over the years and have always been impressed with the support provided by staff; and also with the quality of the goods on offer. On this occasion the assistant who served us Ami was extremely helpful. She was knowledgeable, polite and provided first class customer service. Ami is a pleasant young lady who is obviously committed to her work and to customer satisfaction. She is a credit to her profession in general and an asset to Dunelm Mill in particular. Grateful thanks to her for help and advice provided.”

Helpful Report

Posted 3 years ago

“Be aware if you purchase and attempt to return with no receipt they will not exchange, refund or credit note. Its a new policy that I have been unable to locate even on their own website or advertised in store. Staff become very rude and unhelpful.”

Helpful Report

Posted 3 years ago

“Rubbish service, item bought for a Xmas present at the start of December still hasn’t arrived in January. Emailed a couple of times, they replied saying they would look into it. Still nothing. Very disappointed Dunelm, bad experiences are the worst kind of advertising!”

Helpful Report

Posted 3 years ago

“Curtains nor arrived by 2 delivery dates given. Waited half hour to get on the chat line and was given the usually hours and would be contacted . This never happened. Eventually managed to get on chat line again only to be cut off by them. Person was called Emily and when I managed to get on the line again to Emily, said she hadn't been in contact with anyone of my name. Blatantly lied to and no information as to where my order was. Eventually cancelled. Such poor customer service from a big firm.”

Helpful Report

Posted 3 years ago

“I've been to this store a few times in the past, staff have always seemed pleasant. Although went in earlier today, enquiring about mattress toppers. Unfortunately a staff member was extremely rude, when asked a question about one of the toppers. I asked to speak to the manager and she said she is the manager. This was untrue as when I got to the tills, I was advised she is a supervisor. Even so this woman was extremely rude and unpleasant to deal with. She is in the wrong job. She smirked when she said she was yhe manager. I think her name was Abi! But could of been a fake name. Il not ever use the Rochdale Dunelm again, because if this is who they have as a supervisor they need to look again.”

Helpful Report

Posted 3 years ago

Dunelm is rated 2.3 based on 1,107 reviews