Dunelm Reviews

Name: Dunelm
Rating: 2.26

2.3 Rating 1,094 Reviews

30 %

of reviewers recommend Dunelm

Company Reviews

Questions

Metrics

2.3

Based on 1,094 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.

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

“On behalf of the Residents, I bought bed linen and curtains and pole to give the guest room of a prestigious retirement development, a ‘face lift’. We had only had a brief look at the new duvet cover and the divan trim when the Development Manager pointed out that the label said that the set should not be tumble dried. That was of no use as after every guest, all bed linen has to be washed. I returned to Dunelm two days later with the receipt and the unsuitable bedlinen. In spite of speaking to the store manager and later phoning customer services, they would not budge on their policy of not exchanging or refunding bed linen. This means that the two duvet covers are useless for their purpose and I personally will have to bear the cost of the duvet cover and divan trim. I can understand the company policy to a degree but then policy should be interpreted with discretion and on a case by case basis. Mine was a genuine oversight of the label and I cannot understand how bedlinen cannot be dried in a tumble dryer in this country. It could easily have been resold. I am appalled with the attitude of Dunelm and shall certainly not be returning. Not good for their Customer Relations and it is well known that customers talk and one incident like this is likely to cost them many customers. Extremely dissatisfied.”

Helpful Report

Posted 5 years ago

“Bed and mattress ordered. Delivery got Saturday. On Thursday a text to say it would be Tuesday. I can’t make Tuesday. Call and re arrange for Wednesday. On Friday I get a text to say it will be delivered Saturday. I call to confirm it is saturday and not Wednesday On Saturday the mattress only is delivered with no mention of bed frame. So I have to call again to see what’s going on. Customer services don’t seem to know what’s happening. They hope the bed will arrive on Wednesday. Not happy that I’m having to chase for confirmation for delivery dates, let alone it wasn’t one delivery.”

Helpful Report

Posted 5 years ago

“Easy to use website, good selection of items, good prices,quick delivery and crockery well packed with bubblewrap in box for delivery”

Helpful Report

Posted 5 years ago

“Disgusting service promised to have item delivered yesterday paid £5.95 FOR EXPRESS NEXT DAY DELIVERY WAITED IN FOR THE DAY BUT NO DELIVERY SPOKE TO LOUISE THIS MORNING SAID HOW SORRY SHE WAS AND HAS REFUNDED ME THE POSTAGE BUT BEEN IN T I DAY TRIED TRACKING MY ORDER BUT CANT GET ON TO THE WEB SITE VERY UPSET AS IT IS PRESENT FOR MY GRANDDAUGHTER WILL NOT MAKE ANY MORE ORDERS WITH DUNELM”

Helpful Report

Posted 5 years ago

“. Cancelled delivery date. The promise to replan deliever date didn't happen. Promised returned telephone calls trying to get a new date didn't happen. Item went to wrong depot, they couldn't find it in the depot warehouse. Would need to be sent to the correct depot. Internal legistic problems shouldn't impact on the customer. Dunelms issue not mine. Very, very poor service. I am just about to cancel the delivery. DO NOT RECOMMEND! I reviewed this as such on the Dunelm and they removed the post.”

Helpful Report

Posted 5 years ago

“Took the afternoon off to have my windows measured for blinds. Booked on line received confirmation but no one attended. No call, no email and this is before any more has exchanged hands.... I won’t be using Dunelm and I was going to buy a number of blinds. Shocking customer service”

Helpful Report

Posted 5 years ago

“I visited the South Harrow store today to attempt to refund x2 cotbed sheets still in the original package and with a receipt and within 28 days returns policy! However the Manager refused stating they dont take back bedding! I was amazed at this as I genuinely picked up the wrong size. I purchased £650.00 worth of goods that day and was only returning x2 items? The shop has NO signs stating this policy and the sales advisor certainly did not advise me on the date of purchase! The manager was very patronising too! I will be publishing an article in the Harrow observer to make the community aware to NOT shop from this patronising and outrageous policy store!”

Helpful Report

Posted 5 years ago

“tried to order online vertical blinds - the Dunelm website is insecure, send email to say this, advised it is secure. It is not - on several computers. Advised to ring and order - eventually got through - Customer Services did not have the "screen" to enter size!!!!!! Have sent numerous emails to complain, have tried to call - no feedback from complaint email, cannot get through on the phone. oh and my personal account is not secure and does not even show the blinds that are on the other site!! This is poor management. Is Dunelm closing?”

Helpful Report

Posted 5 years ago

“First time I've ever ordered online for delivery . Never again had email saying order was on way stayed in all day and they got wrong address. No one else has ever had a problem. Usually go In store but i cauld only order these sale items online for delivery. Never again. Supposed to be sending items tomorrow now. Wot a mess up”

Helpful Report

Posted 5 years ago

“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

Dunelm is rated 2.3 based on 1,094 reviews