Dunelm Reviews

Name: Dunelm
Rating: 2.25

2.3 Rating 1,107 Reviews

30 %

of reviewers recommend Dunelm

Company Reviews

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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

“Hi I ordered a pair of curtains and a rug together on Friday 19 October. The curtains arrived on Monday 22 October. Happy about the delivery time. No idea when the rug will arrive... no information has been forthcoming.”

Helpful Report

Posted 6 years ago

Good Afternoon Jackie Thank you for leaving your review with us. I am so sorry to hear that you haven't received your rug as yet. I appreciate just how frustrating this is when you are having to chase the whereabouts of your order instead of us contacting you to see if you are happy to wait the allotted timescale. This certainly is not acceptable and isn't the level of service we wish to be providing to any of our loyal customers I have sent a private message to you requesting further information. Kind regards Stuart.

Posted 6 years ago

“Completely stupid, sent wrong sofa, didn’t realise until unpacked put it together. Spoke to. A lady called Lorraine Barbour who made me email pictures, never set up a delivery date, didn’t really understand what she had done so called again, spoke to a man called marco, he arranged delivery, again had to wait 5 days for it, your customer service attitude stinks, your very rude, and very unhelpful, I paid 760 pounds for a sofa and received a 500 pound one, had to take the day off work, and will have to take another one for the new delivery. For a massive company it’s discracfiul and you really need to fix up your customer service. I was told no compensation was offered and that was the end of convo. I have the cos email address, and will be getting in contact ASAP because of your Appaling service and most of all awful customer service and attitude!!!!!!”

Helpful Report

Posted 6 years ago

Hello Katie Thank you for making us aware of these issues that you have had. I am truly sorry to hear of these events, I realise that this has not proven to be a good experience for you and can assure you that this is not our usual standard of service. We aim to deliver an excellent level of customer service and I am sorry that we have failed on this occasion. We aim to provide all our customers with a high level of customer care and to hear that you have not received that on this occasion is indeed regrettable. I am also sorry to hear that your sofa was incorrect on arrival. If you wish to discuss this further, please reply to the private message I have sent to you. Kind regards Stuart.

Posted 6 years ago

Hello Katie If purchased on line, please reply with your order number confirming the name on the account, with billing address and email address used and can you please also include a preferable contact number. I look forward to hearing from you soon. Kind regards Stuart.

Posted 6 years ago

“Blackpool dunelm BARRY in charge of the rugs was so helpful . Although the rugs we wanted to look at were large he took them down so we could see them on the floor , we laughed and oh my what a lovely person not one moan and because it was not in stock he said it should be in on next delivery and he would ring as soon as in which he did , it now sits on my lounge floor . Thank you Barry keep up your customer skills can't fault you .”

Helpful Report

Posted 6 years ago

“They don’t even deserve a single star ratings. I have had the worst experience. Ordered marble top side table online, received email out of stock and will be restocked in a week. So I waited for this item that wasn’t the issue. Delivery came I had nipped out after waiting all morning. Hermes Delivery driver rings me saying “im outside your house” wth why can’t u send me a text if you are on the way. I said I was 5 mins away but he wasn’t willing to wait. He said I will put the box behind your wheely bins. I came back home the box was huge and clearly wasn’t hidden behind the wheely bin and left upside down. It was clearly labelled fragile item and which way it should be up. Driver clearly ignored this and just dumped it and left. So I had to drag this box into my house. Finally got it in I wanted to check it was okay. After opening it and lifting the table out upside down I heard bits of marble falling onto the floor. So it was cracked and the side end gold was scratched. So I decided I didn’t want it and called dunelm to return item. After a ridiculous amount of waiting time on the call I finally get through. I explain everything to a girl called Lorraine. She’s listened and then apologised and said she would arrange delivery for Wednesday which was 4 days after I had to have this huge box in my hallway for that long. So I thought okay fine and asked her to book that. She emailed me asking to send pictures of the damaged item. I had to take this table out again and take pictures and then send them to her. I got no reply, then comes Tuesday I Still haven’t received email or text confirming this collection. So I ring again and wait to get through after 20 mins to be told she didn’t book anything. At this point I’m fuming. I spoke to Sam and she again apologised. Booked it this time for Thursday and this time she booked a bloody car. I need a bloody van to pick up this box. So once this car driver turned away saying I can’t get that in my car. I was on the bloody fone again for the millionth time. So this time no hello hi straight to the point I tell them I am fed up and they provide rubbish service. The man on the other side starts to get funny with me and giving me pathetic advice like you know you can take it into store to return Aswel. Errr!! Clearly I can’t so reason why I am having to deal with the likes of you lot. Cheeky git. It wouldn’t fit in my car otherwise I wouldn’t be wasting my breathe and time with you lot. So now he has rebooked for tomorrow which is Friday. So let’s see. I’m not holding my breathe this is going to go to plan either. Think I will have to book taxi in the end and go and bloody return in store and then they can pay for my taxi fare. Never again am I ordering anything from this store online which I can’t return myself.”

Helpful Report

Posted 6 years ago

Good Afternoon Jamil Thank you for taking the time to leave your feedback today. I am truly sorry to hear of these events, I realise that this has not proven to be a good experience for you and can assure you that this is not our usual standard of service. We aim to deliver an excellent level of customer service and I am sorry that we have failed on this occasion. We aim to provide all our customers with a high level of customer care and to hear that you have not received that on this occasion is indeed regrettable. I can certainly understand the disappointment caused by your recent experience. I have sent a private message to you with further details. Kind regards Stuart.

Posted 6 years ago

“If I could leave a 0 star I would. After ordering furniture and being contacted by delivery company to set up date. Sitting waiting i rang delivery company to be told will be here between 12.50pm - 13.50pm at 14.50pm I called them to be told sorry but your delivery hasnt been dispatched out it will be over a week before it arrives. I cleared out my broken furniture sent to the skip, which i still could have used as it was only broken on one side. I have a 3month old baby which I feed myself so now with no furniture because I received the phone call and email to say it will be delivered on this date. I have nothing to sit on to feed my baby. I'm so disappointed and upset as we have over a week to wait. We are also self building and I will not be using this company for anything. I think it's a bit rich that they won't even refund delivery cost. Absolutely ridiculous. Dosent even deserve 1 star!!!!”

Helpful Report

Posted 6 years ago

Dear Customer. Thank you for taking the time to leave your feedback with us. I do apologise for the service you received. Our main aim is to give each customer a perfect shopping experience I also appreciate just how frustrating this is when you are having to chase the whereabouts of your order instead of us contacting you to see if you are happy to wait the allotted timescale. This certainly is not acceptable and isn't the level of service we wish to be providing to any of our customers. In order for me to assist you further, I have sent a private message to you. Kind regards Stuart.

Posted 6 years ago

“They have a great after sales compared to a lot of companies”

Helpful Report

Posted 6 years ago

“I ordered a sofa-bed from you on the 12th October. 10 days on, I am still waiting to be contacted by customer service for a delivery date. So I will wait a few more days before I ask for a full refund.”

Helpful Report

Posted 6 years ago

Good Afternoon Brian. Thank you for taking the time to leave your review with us. Its in truly regretful to read that you have not received your order for the sofa bed. I can certainly understand the the frustration this may present. I would like to be of further assistance for you, in order to do so I have sent a private message to you. I look forward to hearing from you soon. Kind regards Stuart.

Posted 6 years ago

“I wanted to give 0 stars but this was not an option. My son ordered a sofa online, we cancelled the order the next day but were told he could not have a refund until the sofa had been delivered, which was going to be a week away. We didn't want the sofa delivered we just wanted a refund. I had to wait in all day for the sofa I didn't want which never came until 7.00pm just to tell the delivery men I did not want the delivery, an absolute waste of time for both me and the delivery men, as we live in the country miles away from where they came from”

Helpful Report

Posted 6 years ago

Good Afternoon, Thank you for taking the time to leave your feedback with us. I am very sorry to hear that about your experience with this order. This certainly wasn't our intention and I can understand why you have contacted us. We aim to give each customer the highest standard of care and attention and I apologise that we have failed you on this occasion. I do hope this recent experience does not deter you from shopping with us in the future as your custom is very important to us. To discuss this case further I have sent a private message to you. Kind regards Ben

Posted 6 years ago

“Customer service was 100% . Could not have done enough to help to find what we were looking for . We were very happy as what we wanted was in stock and had 20% off . Thank you Dunelm”

Helpful Report

Posted 6 years ago

“If I could give no stars I would - Dunelm online made to measure blinds service is appalling! - they send through shoddy goods and when you request a remake they send the wrong colour! You are then asked to supply photos of the mistake they have made - even though they have on record that they have delivered the wrong colour you are basically accused of being a liar - whatever you do don’t speak to a Mark - he is the most obnoxious individual I have ever had the misfortune of speaking to - WILL NEVER ORDER FROM THEM AGAIN!”

Helpful Report

Posted 6 years ago

Good Afternoon Pauline. Thank you so much for making me aware of your issue. I am very sorry to hear that you experienced issues with your made to measure order. I can certainly understand your frustration with this situation. Customer satisfaction is our primary concern and we spend a great amount of time working with our teams to ensure that we are providing the highest quality products and services which our customers expect and deserve. It is therefore particularly disappointing to hear that we have failed to meet your expectation on this occasion. We care immensely about our customers and always strive to resolve any issues. As per our discussion earlier today I will call you back this evening with a resolution. Kind regards Stuart.

Posted 6 years ago

“Upset with Dunelm fornusing Hermes as a delivery service. My delivery never arrived and Hermes managed to record it did. Wouldn't use home delivery with dunelm if they use Hermes couriers.”

Helpful Report

Posted 6 years ago

“I used to rate this company but not anymore and I will not be returning. Am still waiting for a delivery that was said to have been dispatched. I have twice queried its non delivery but have not yet had a response”

Helpful Report

Posted 6 years ago

Good Afternoon Deryl. Thank you for leaving your feedback with us. I am truly sorry to read that you experienced a delay in receiving your order. It is never our intention to hinder our customers shopping experience. We care immensely about our customers and always strive to resolve any issues. I do hope this recent experience does not deter you from shopping with us in the future as your custom is important to us. If you wish to discuss this further, I have sent you a private message. Kind regards Stuart.

Posted 6 years ago

“I’ve had an absolute nightmare with a made to order sofa. Having stayed at home for an entire day waiting for it to be delivered, it simply... wasn’t. When I chased them I was told I’d have to wait 72hrs before anyone would even respond to me, and even then no one did. It was only through constant calling (every time speaking to a new person) and going on social media that I got anywhere, but none of them really cared or expressed any kind of worry that they’d screwed up. And now, over 10 weeks since I placed the order, they’ve told me it’s simply been “lost in transit”. If someone could explain to me how you lose a 4-seater corner sofa it would be much appreciated. After all that I’m getting a full refund and the social media team offered me a £150 gift card (which I don't really agree with as being a form of compensation but whatever) and I’m back to square one in terms of finding a new sofa. I'll never buy from them again.”

Helpful Report

Posted 6 years ago

Good Afternoon I am sorry to hear this has happened to you. Customer satisfaction is our primary concern and we spend a great amount of time working with our teams to ensure that we are providing the highest quality products and services which our customers expect and deserve. It is therefore particularly disappointing to hear that we have failed to meet your expectation on this occasion. I appreciate just how frustrating this is when you are having to chase the whereabouts of your order instead of us contacting you to see if you are happy to wait the allotted timescale. This certainly is not acceptable and isn't the level of service we wish to be providing to any of our loyal customers I do hope that you are able to find a replacement sofa and find a use for your Dunelm Gift Voucher. I do hope this recent experience does not deter you from shopping with us in the future as your custom is important to us. Kind regards Stuart.

Posted 6 years ago

“I love Dunelm purely on the fact that if you have an orange bathroom and need towels to match... they have them! If you have a yellow kitchen, rest assured, they'll have a yellow draining rack. You name it, they have it!”

Helpful Report

Posted 6 years ago

“Usually impressed with Dunelm have been in the past but really disappointed after waiting the 3-5 working days it's now 7 working days with no sign of the rest of my parcel can't even track it online which sounds as if its not even been sent and no response to my enquiry online even though I have been charged!”

Helpful Report

Posted 6 years ago

Good Afternoon Sc505 Thank you for your reply and my apologies for the delay in my response. I am truly sorry to hear that you experienced a delay in receiving your order. It is never our intention to create delays for our customers. I do hope that you have now received your order, however if you still require assistance I have sent a private message to you. Kind regards Stuart.

Posted 6 years ago

Case reference:01056214 Good Afternoon I do hope that you have received your item and you are happy with your purchase. However if you are still awaiting the delivery, please reply with your order number confirming the name on the account, with billing address and email address used and can you please also include a preferable contact number. I look forward to hearing from you. Kind regards Stuart.

Posted 6 years ago

“Lovely curtains”

Helpful Report

Posted 6 years ago

“Ordered 4 items at 9.30pm. Paid £5.95 for next day delivery. My order was delivered around 12 noon next day. Excellent service and very happy with the items I purchased.”

Helpful Report

Posted 6 years ago

Good Afternoon Wendy. Thank you for taking the time to leave your feedback with us. I am so pleased to read that you are happy with your purchase. It is wonderful to hear that you received our usual high standard of service and delivery. I do hope you choose to shop with us again soon. Kindest regards Stuart.

Posted 6 years ago

“I feel quite sad to write this review as I went into the derby store to order my sofa and really did have first class service, they have been very prompt and delivery was sooner then expected however this is why I gave rated them so low ...when the sofa came it is nothing like the silver grey colour I ordered it's a beige colour it doesn't even match the rug I bought from dunelm to go with it when I ordered it in store I am so so disappointed :-( spoke with a lovely guy at customer services who had advised me to email in pictures I hope they can sort this for me I am so upset it's a lot of money :-(”

Helpful Report

Posted 6 years ago

Good Afternoon Penelope We aim to give each customer the highest standard of care and attention and I apologise that we have failed you on this occasion. It is indeed regrettable to read that your sofa arrived incorrectly. To assist you further I have sent a private message. I look forward to hearing from you soon. Kind regards Stuart.

Posted 6 years ago

“Great range of products, click and collect options, easy returns. Makes shopping really easy!”

Helpful Report

Posted 6 years ago

“I ordered some wire baskets and a large plastic box. The wire baskets were too small for what I needed them for, and the large plastic box was completely damaged on arrival. Dunelm offered to collect the parcel but I had to wait around all day (for 9 hours!) which wasn't possible. We have settled on me sending a picture of the plastic box for a refund, but if I want a refund on the wire baskets then I have to pay for tracked delivery. Outrageous. It's less hassle for me to keep the baskets even though I don't want them. Will never use Dunelm again!!”

Helpful Report

Posted 6 years ago

Good Afternoon Micaela Thank you for leaving your review with me today. I am so sorry to read that the wire baskets were too small to use. and that your plastic box arrived damaged. This most certainly wasn't our intention. We care immensely about our customers always strive to resolve any issues. We take feedback such yours very seriously and thank you for taking the time to advise us as to what has happened as this gives us the opportunity to make improvements when and if necessary. Many thanks Stuart.

Posted 6 years ago

Dunelm is rated 2.3 based on 1,107 reviews