Dunelm Reviews

Name: Dunelm
Rating: 2.25

2.3 Rating 1,107 Reviews

30 %

of reviewers recommend Dunelm

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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

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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

“An absolute farce from start to finish! Waited 15 minutes in store to be told I could only buy online, item of furniture arrived looking like it had been run over by the delivery lorry, took 2 weeks to get it collected. A month later and still waiting on the result of my complaint. Very poor customer service I won't be using them again.”

Helpful Report

Posted 5 years ago

“We ordered the Montreal 11 piece dining set priced £349 on the 14th July 2019. The next day we had an email telling us the item would be delivered on the 17th July between 9.55-11.55 am. My partner took time off work to take receipt of the item. Unfortunately it didn't arrive. We heard nothing from either Dunelm or their Logistics partner (Panther), so rang them both the following day. Both blamed each other and we were assured the item would be delivered on 27th July. Sure enough the delivery team actually turned up this time, unfortunately though, with only one box instead of three. We asked the driver if that was the lot and he said it was. We later received a call from the driver saying he had the other two boxes in his van after all. The driver said he would deliver it the following day (even though it was his day off as it was his error). Sure enough we waited in all day......... No delivery. Rang Panther and Dunelm up again on the 29th July to be told the delivery of the two missing boxes would be delivered on the 31st July. Again I took time off work to accept the delivery........ Nobody turned up. Rang Panther who advised the driver couldn't find the property (strange as it was on the main road). Told by Panther the delivery would definitely be delivered on the 3rd August. We waited in and sure enough the driver arrived........ With just the one box. AAARRGGGHHHH!!!!!! How hard is it to deliver a garden set!! It’s been nearly a month now and we are still waiting for our last package. After dozens of phone calls, emails and broken promises by both Dunelm and Panther, we give up and may never receive the missing item. My advice. If you’re ordering online and panther are involved, cancel the order and collect it from the store. At least you'll get your item.... unlike us. Dunelm & Panther Logistics, you are a disgrace, totally unprofessional & an absolute joke. AVOID LIKE THE PLAGUE!!!!!!!!!”

Helpful Report

Posted 5 years ago

“Waiting for returns Collection Waited 3 days last week finally turned up today Hermes driver Sorry item is to big and heavy for me to take, had to phone Dunelm again 15 minutes to get through arrangements made for another company to collect asked for return form to be sent via email and sure enough it came here and all it is is symbols numbers and personal details from office staff,Unbelievable”

Helpful Report

Posted 5 years ago

“Bought various items from Jersey (UK) store....awful customer service. Woman...no lady for sure ...serving rammed all items in bag denting the new cake tin and snagged the new duvet cover. Person serving very angry attitude. Shouldn't be doing that job!”

Helpful Report

Posted 5 years ago

“Ordered heavy chest of drawers. Paid for 2 man delivery and informed them i live in a top floor flat. Delivery arrived with driver only. Driver informs me he cannot deliver up the stairs and would have to take furniture back to the depot. I had to help carry my own furniture up the stairs even though i had paid for this service. It was over 20kg and deliberies over that shoild never be one person. Dunelm and delivery company kept my money and no satisfactory response. Didnt care and didnt listen. Will never order furniture from them again. I had already spent over £1500 and that is how they treat you.”

Helpful Report

Posted 5 years ago

“I bought a 'heavy duty' swing cover last year. It was used for 6 months as it went away during the autumn, winter and spring. Having been away I brought it out again about 4 weeks ago. The zipper pull broke off and then the whole thing ripped in a strong breeze this week. Inside there were cracks in the fabric all over. It cost £42.99 from what I thought was a reputable company but they don't want to know as they only guarantee the cover for 1 year. I suppose they expect me to buy a new one each year but in future I shall buy a cheaper one and throw it away at the end of summer. I shall certainly not use this company again.”

Helpful Report

Posted 5 years ago

“Very bad rugs, bad customer service, Dunelm Canterbury I bought rug from Dunelm of Canterbury and few months later its fabric start to come off in huge quantity. I went back complaining about this and the manager told me that I should not have hoover it but brush it instead. I believed her and waited months and months but the problem still not solved. Then after more than a year from the purchase date, I found sticker on the back of the rug which was a cleaning instructions and it is clearly stating that I can hoover it. So I went back to Canterbury store with the receipt and confronted the manager with the cleaning instructions and I was trying to either get a full or partial refund or a replacement rug but unfortunately the manager refused because the purchase was more than a year ago. I told the manager that you should immediately stop selling this expensive rug to people because I consider this cheating as they know very well that this rug is total rubbish. The manager told me that they will not stop selling this rug and that I should have brought this rug before the one year expiration of the guarantee . Even the staff was very unhappy with the behaviour of their manager. One of the staff told me that I should have at least partial refund. I advise everyone not to buy such rugs from Dunelm”

Helpful Report

Posted 5 years ago

“Awful website nothing available for home delivery or collection from store so why advertise as available?”

Helpful Report

Posted 5 years ago

“Very poor experience at Dunelm Allenton. Had queries about types of pillowcases, asked a member of staff. I got an eyeroll because I interrupted her texting on her mobile. Then all my queries were answered very shortly and not informative at all. Obviously not interested in helping me with my purchases so I will buy elsewhere. Probably lost about £300 in total.”

Helpful Report

Posted 5 years ago

“Absolute disgrace!! Ordered a new Camille king bedstead half of it missing and the other half smashed to bits. Rust on the frame work also damage to it. Absolute joke of a company. Stay well clear! Only choose a one star as it the lowest rating you can give it or it wouldn’t even get that.”

Helpful Report

Posted 5 years ago

“Given 2 dates for delivery, only after I called was told it was cancelled as they didn't have the item. Now waiting for refund, refused to let me speak to manager. Don't order from these people”

Helpful Report

Posted 5 years ago

“We ordered and paid for furniture online, paying extra for Express next day delivery. Over a week later and we are still waiting for the furniture to be delivered. My 85 year old mother has been promised EVERY SINGLE DAY via email that it would be delivered that day, cancelling all her plans, and it has STILL not been delivered. There is NO accountability and NO managers ever available when you call. An absolutely atrocious experience from start to finish. We will NEVER shop at Dunelm again. Absolutely disgusting experience ... they do not care for their customers at all.”

Helpful Report

Posted 5 years ago

“Bought a Dunelm brand kettle a year and half ago. Now the filter has worn out and unlike other brands it is not possible to buy the part, which only costs about 3-4 pounds. The option is now to possibly throw away a good kettle all because of a part. Called customer service and they said to contact the branch where it was bought from. The branch said to call customer services. Very frustrating. Don't buy Dunelm branded items? I also bought a microwave from them and the lights gone and now wondering if they'd sell the parts for that as well. It's ridiculous to sell own brand things and not to provide common parts replacement.”

Helpful Report

Posted 5 years ago

“Trying to get a refund from them is a nightmare. Customer service are so unhelpful. Will not be shopping with them again”

Helpful Report

Posted 5 years ago

“Mattress arrived plastic covering filthy, covered in a black dust. Stitching around mattress is appalling. I am still waiting for someone from customer services to contact me. Terrible service”

Helpful Report

Posted 5 years ago

“Poor. Very poor. Ordered a bed and was quoted a delivery date, then it was delayed. Then delayed again so cancelled the order. Absolute waste of time”

Helpful Report

Posted 5 years ago

“I purchased a sofa and chair from Dunelm. When it arrived the workmanship was diabolical so I sent it back. I do have Photos to verify this. Unfortunately my front door was damaged by the Couriers. Since March I have been trying to resolve this issue but they now no longer respond to my emails although they claim to respond to queries within 72 hours. They are totally disrespectful of their customers and not interested in resolving complaints. Any respectable company would value their customers but Dunelm give a very shoddy service. I could not recommend this company to anybody.”

Helpful Report

Posted 5 years ago

“Rude and very unhelpful”

Helpful Report

Posted 5 years ago

“I went to Dunelm staples corner retail… I went to Dunelm staples corner retail center, for blind. So the guy showed the available products and samples. I went for something simple and it was reasonable price. We booked a day for someone to come to do the measurement. To my surprise, the guy that was supposed to come did not show up and NO communication from Dunelm to inform or even apologize. After chasing them to understand the situation, they sent me an email 2h after the appointment to inform me that the appointment has been cancelled due to traffic and the next available appointment is in September (a joke). The disrespect their clients, poor communication, and they lost £1000 business. Very unprofessional, do not go with them. I used Blindshop instead. They are very professional.”

Helpful Report

Posted 5 years ago

“I paid £50 to use the curtain home measure and fit service in Taunton Dunelm and was sadly very disappointed. The first man they turned up was unhelpful and had an attitude from the start. I found him quite rude at times. The second man that fitted them was also rather unfriendly and lacked any customer service skills. I fed my concerns back to Karen in the curtain department. The feedback card I was given to go online re how do we measure up was faulty and clearly needs addressing as pointless!”

Helpful Report

Posted 5 years ago

Dunelm is rated 2.3 based on 1,107 reviews