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

“OMG! Read many of the reviews (all bad) and apart from not being able to get Dunelm on the phone (Greenford Branch Middx) my chat online solved my problem with the delivery and the 2 delivery men Jack and Kenneth were great. Bought my item in, unpacked it and took packaging away. Item in perfect condition. However, the bad reviews I have seen will certainly make me very cautious from purchasing anything from them again.”

Helpful Report

Posted 3 years ago

“Wait till you see all emails on these pricks taking money out of my account and the head wa nker saying no trace the when I got my son involved top man for a Swedish firm they found everything spa sti time to show why you f k off from going to dunhelm ripping off c n t s the proof to come and this will stay on 24 /7 / 365 karma need to phone me 07512033420”

Helpful Report

Posted 3 years ago

“Delivery service is shocking! Expected by Monday at the latest, now Thursday evening and still no sign. No customer service access other than live chat which is never available. Try and track my parcel and it just says expected by Monday. Won't be ordering through dunlem again purely off the delivery service.”

Helpful Report

Posted 3 years ago

“These are lying c nt s hope co vid cancer s born needs to pay These mongs a lesson they said they had non received my £489.15 lying f kers now master card is involved and who caused this rip off hope karma s born maggots so you can make some money back see you soon your other half can pay it off have to see wot sort of dog”

Helpful Report

Posted 3 years ago

“witnessing a delivery today 8/7/21 for my neighbour in Burton on the Wolds Leicestershire ,neither of the deliverymen wore masks and one took parcel into the house.Beware this pandemic is not over yet and retailers need to note that people will not use your services unless you are prepared to protect the public! We will not recommend a dunelm delivery and will spread the word to others.”

Helpful Report

Posted 3 years ago

“When paying £5.95 for next day delivery when buying a last minute gift you would expect it to turn up the next day, well not with dunelm!!! I didnt take the negative reviews seriously and that was a mistake! I had had no one in the team contact me to tell me that it was missing or follow up on the fact that my parcel had not even been collected for delivery. It took 3 days of me pushing for them to actually do anything about it (no one knew anything at all) when finally i talked to someone who said they would put it into an investigation of 3-5 working buisness days, which considering the investigation started on a saturday, was not helpful in me getting my package any faster. None of the team took any initiative in searching for this or putting it into investigation, it was only the 4th person i spoke to who did. Lazy customer service team who dont know how to help you anyway! The website just tells you to track your package, and I know that this is a fault with dunelm and not Hermes becasue it says hermes hasnt recieved it yet. Absoloutley terrible service, heed my warning - never order anything from this website. Worst service i have ever had, will not be using again. Dont get me wrong, i love going to their store in person, but will never make the mistake of shopping online from them again, and i hope you dont either!!!! It has been 5 days since I placed my order and still have no clue where it is!”

Helpful Report

Posted 3 years ago

“I visited Morecambe store and needed assistance, I asked a young lady called Scarlett would she mind helping me, she immediately said “of course I will “ with lovely smiling eyes above her mask. She was absolutely great in sorting out my various requirements, chatting to me pleasantly as she did so. It was a delight to be served by such a charming, efficient and professional young lady. Well done Morecambe store staff training.”

Helpful Report

Posted 3 years ago

“Dunelm removed my genuine negative product review after purchasing a mattress topper based on the products positive reviews”

Helpful Report

Posted 3 years ago

“What a potentially dreadful company to be sure. I say potentially because I have never not ever been able to access their web site without it crashing. The reason of course is that they insist on cookies, and I do not allow them. Cookies are only needed when purchasing any item from them or when using your bank online. Of course, I shall now be moving on to a company who operate in a user friendly fashion.”

Helpful Report

Posted 3 years ago

“Awful customer service and don't even try to return an item. I've moved to the area and been buying lots of things from them. By mistake picked a curtain that had the wrong drop length, only realised when I got home. Went to the shop to exchange it, the curtain was in its original packaging and I also had the receipt. The woman at the till started sulking when I mentioned the word "exchange", with a really rotten attitude got the curtain out of the packaging, checking it very aggressively over and over like desperately trying to find a reason to refuse the exchange. After spending a good moment doing that, she found 2 little threads of what it seem to be fibers perhaps from the packaging or the factory, and she claimed those were hairs and said because of that she wasn't going to exchange. The curtain hadn't been used or taken out of its packaging (until she removed it from the packaging and unfolded it) and we let her know that, so those 'hairs' were not our fault, the curtain wasn't dirty or damaged, and unless they produce and pack their curtains in a sterile environment, it's likely to find stray pieces of thread or fibers. So now we're stuck with a curtain we cannot use. NEVER AGAIN, NOT BUYING FROM THEM ANYMORE. Still have a house to decorate and even though they're my nearest shop to buy the supplies I need, I am not getting anything from them. It's a basic right for any consumer to be offered a refund or exchange. Their employee not only denied us our right as consumers, she was also extremely rude and treated us like criminals.”

Helpful Report

Posted 3 years ago

“bought a Toulouse double bed which looks good but it is badly designed ... when built it can only be moved by someone at the head and foot , if lifted at either side the foot of the bed falls off. the slat frame is supported by two more legs to be bolted on underneath in the middle ...but the instructions do not show this properly ....the legs were not in the pack when delivered ...rang to ask for them and was waiting 3 weeks for them !!!! i improvised by fitting a long slat across the middle under the slat frame this was better and neater than having 2 more legs underneath it .If i had not done this the bed would not have been secure and could have collapsed while waiting for the legs. the slat has been left in. the design should have the support for the frame incorporated in the design instead of the legs and a cover plate over the head and foot attachments would stop the foot falling off when lifted at the sides. As i said it is a nice looking bed but is let down by poor design.”

Helpful Report

Posted 3 years ago

“Would give no stars. Ordered a few things. Ironing board didn’t turn up on the day. Went on live chat but because for some reason they had put the order in my husband’s name(no idea why) they wanted to speak to him. I told them he’s asleep and got Alzheimer’s but I have Lasting Power of Attorney. They needed to see it and wanted me to send a photo via email. Rang up, spoke to a very kind young man but had to wake my husband up and try to get him to remember our address. The guy was apologetic and is trying to sort it out but not even our local hospital when I’ve told them I’ve got an LPA asks to see it. Totally disrespectful, they need some training to deal with this kind of situation. Will never order anything by post again.”

Helpful Report

Posted 3 years ago

“So disappointed waiting for curtains to be fitted for the second time only to have the appointment cancelled and to be slotted into a time which is completely impossible but not even asked if it was ok So bad never again”

Helpful Report

Posted 3 years ago

“No stars for this company! You cannot contact their head office. Having first spoken to my local branch about my complaint (they could not help me) I then tried to contact Dunhelm by email. The email address for Dunelm is for order related queries only. The "head office" phone number has three options all orders related. I spoke to someone called Nathan on live chat. He and his "management team" were unable to read and respond properly to my complaint due to Nathan's automated script. My complaint relates to the very poor customer service and the layout/ parking fines in the carpark at their branch in Torquay. I know that the carpark does not belong to Dunhelm, but they have a duty of care to their customers. It says the maximum stay at the carpark at Dunelm is 2 hours. This is sometimes untrue for two reasons. 1.To exit the carpark you may be queueing for half an hour to get out, due to the carpark being shared with MacDonald's customers coming in to the carpark for their takeaways. When you have got past the MacDonald's customers, you are then met with traffic lights. 2. My wife is in a wheelchair and on our last visit we purchased several bulky items and were offered no help taking them out to my car. This further delayed our exit from the car park, as I had to leave my wife just outside of the store with our bulky purchases while I got the car. In the end we were charged a £60 fine for being in the carpark for 2 hours and 12 minutes. Very bad service Dunelm.”

Helpful Report

Posted 3 years ago

“Had delivery to sons house next door ... advised delivery man to pop it in my garden as he’s at work ..... stood at his door banging on door then on window for about 3/4 mins, told him again and his reply was just spoke to them ..... yes on mobile which is with him at work !.... what a knob . Then once he realised he rolled the box on its ends over to my garden which had a garden setting it, so not a small box. What a complete and utter disrespectful thing to do will not be using them again don’t care if you had a bad day you don’t bring it to your next customer ..... the drive was embarrassed as this was the drives mate !”

Helpful Report

Posted 3 years ago

“I am really disappointed using the bed after one year it’s going to flat when I slep on bed. I am getting body pains. Now we are planning to buy another one.”

Helpful Report

Posted 3 years ago

“Shambles of a company. Ordered six lights...5 got delivered...phoned, emailed and was eventually told that the lights were out of stock. They were actually out of stock when I ordered them but I was willing to wait three weeks. After speaking to them I was told they did not know when the new stock would be in. I was offered a refund for one light or six but I had already fitted the five and needed the sixth one for the hole in the wall. Eventually after constant complaints I was told new stock would arrive on the 9th of May. It’s now the 18th and after emailing and asking to speak to an owner or someone senior within the company I have had no response.... Shambles of a company.”

Helpful Report

Posted 3 years ago

“Joe m. From rugs in the Boucher Road store Belfast was an absolute gentleman in helping us pick out our rugs. He was very polite and helped to roll them up. Joe ended up going up and down the stairs with heavy rugs for us leaving them to the till with such a positive attitude. He even helped us pick the correct textures, colors and sizes.”

Helpful Report

Posted 3 years ago

“Excellent service from the manager at the Wrexham store on Sunday, I had an item to return that was faulty and I had not got my receipt, but he went on the computer did what he had to do and replaced my item, he was really pleasant too, unfortunately I did not get his name but he deserves a mention.👍 5 Star service.”

Helpful Report

Posted 3 years ago

“I have just had 2 pairs of curtains made at dunelm. Thrilled with them. We had them fitted for us. Very professional service . Would recommend Dunelm to anyone.”

Helpful Report

Posted 3 years ago

Dunelm is rated 2.3 based on 1,107 reviews