Dunelm Reviews

Name: Dunelm
Rating: 2.25

2.3 Rating 1,106 Reviews

30 %

of reviewers recommend Dunelm

Company Reviews

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Metrics

2.3

Based on 1,106 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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Anonymous

Anonymous // 01/01/2019

Filter: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I bought wallpaper in November and had one unopened roll left over.i asked my daughter to return it to the Newport store but they couldn’t travel my purchase on their system. As I had a nasty virus I couldn’t return the paper myself.When. I tried to change it in the original store in Cwmbran .it was declined because I didn’t have the receipt and out of time .The manager away most unhelpful.”

Helpful Report

Posted 3 months ago

“This morning I received 1 of 2 parcels from an online order. Upon opening the grey / cream throw has a red thread going through it. Who on earth is doing there quality check. Its quite shocking that it was allowed to be sent out to be delivered to a customer as its very noticeable. Very disappointing experience”

Helpful Report

Posted 5 months ago

“The staff in the cafe are really nice, which is more than I can say about the sausage bun, whatever the sausage is that they're using they need to STOP and buy better, it was awful 😞”

Helpful Report

Posted 6 months ago

“First time I’ve ever been to Dunelm. This one was in Colliers Wood. Impressed with the selection of products and it all appeared good value (can be deceptive if the quality is poor of course). What I was seriously unimpressed by was the complete contempt the store staff meted out to their customers. Had to queue for ages with only one person serving and six other staff milling around doing absolutely nothing. They all ignored the growing queue forming and my requests for extra staff to be put on the tills. Do they forget that the £200+ I spent in the store paid for a couple of people’s wages for the day. I spoke to the manager about the lack of customer care and sadly he seemed pretty gormless so I doubt much will change. This branch needs a good injection of enthusiasm and better management.”

Helpful Report

Posted 7 months ago

“Since ordering a dining table from dunelm the journey had been a complete nightmare! Received an email yesterday from DHL stating delivery would be between 10.50-11.50 waited in. Called customer service several times to see if they had any updates...I asked what happens if my table doesn't arrive today. An advisor stated it would be resent today but they had no control of what courier was used. I said if it didn't arrive today I'd be cancelling..as I wasn't going the absolute nightmare with DHL again. I received an email 2 mins before 5.30 yesterday from DHL saying delivery was delayed as they couldn't "access my address" I've never hears of such nonsense. My address is easy to find, no obstructions etc..the "thing" that delivery my table was the rudest person I've ever came across in the whole of my 66 years. Was then informed by dunelm I'd receive a £15 voucher lol I had to call 3 times to chase the voucher I was supposed to receive via email...at least they're investigating this couriers disgusting behaviour. The last advisor wasn't even going to allow me to speak to a manager until I said "let me get this right. You're stopping me from speaking to a manager" when I said I'll be seeing my lawyer she then said a manager will be calling me tomorrow! Never ever again will I be using this company!”

Helpful Report

Posted 7 months ago

“I purchase a lot of products from Dunlem for my business and home this is the first time I have ever been disappointed in any product. The product I bought was a dunlem set of cotton own brand bedding for my granddaughter, the day after when I visited her I popped into her bedroom after 1 night of sleeping on them I couldn’t believe how creases and shabby they looked.I went into the store. to collect a oos order and mentioned it to the sales assistant how unhappy I was about the product I bought she told me to wait and fetched the store manager her response was we can only exchange our refund Bedding that is faulty which in my opinion is faulty. I have never purchased a set of bedding that after one day, looks so bad.Very poor customer service to just ignore what your customers experience is .Iam afraid I will not be going into a Dunlem store after many years to not even offer a exchange to a more expensive product of better quality is very short sighted”

Helpful Report

Posted 9 months ago

“Customer service is awful, We accidentally damaged a part on assembly. Most normal places have replacement parts available for purchase so we emailed dunelm. Explained the whole situation to them, then we were asked to send photos. After taking time to send photos they said that parts aren't available for purchase. SO WHAT WAS THE POINT IN MAKING US SEND A PHOTO?”

Helpful Report

Posted 11 months ago

“DUNELM - Very unhappy. Appointment to install shutters suddenly with no warning CANCELLED. NO explanation given. Had my money for nearly 2 months. Rang customer service who going to pass a message to made to measure department could take up to 72hrs to get a response 😡😡😡”

Helpful Report

Posted 1 year ago

“The resturant is getting worse with every visit. This is not the fault of the staff at all but there is never any hot food or if there is there's no salad or no beans. We visited at 12pm today for lunch yet only one jacket potato available they don't do toasted sandwiches anymore so the only hot choice was soup or a bacon roll which is no use if you don't eat meat This is the same with every dunelm resturant in the area we live and no wonder it's always empty now.”

Helpful Report

Posted 1 year ago

“Bought a TV unit via the website. We checked the parts were all there and proceeded to build it. It was only towards the end of putting the two doors on that we noticed scratches on the front of one of the doors. I was hoping they may be able to send me out a replacement door. I took photos and contacted customer service. They were not very helpful at all and said I would have to take it back to the store. Which meant I would have had to take it apart again, and get it back to the store. This was a really heavy TV unit and we had spent ages putting it together. In the end I just kept it with the scratches as I could but be bothered with the hassle. It's definitely put me off ordering from them again and would rather go elsewhere.”

Helpful Report

Posted 1 year ago

“I have shopped at Dunelm Bletchley for many years and I have never had a reason to complain. However I now shop in Dunelm Aylesbury as it is much nearer. In this last few months your Aylesbury store has really gone downhill. The cutlery in the coffee shop is filthy. Frequently there is no toilet paper in the Ladies toilets and there has been a toilet seat missing for weeks. The hand dryer also is defunct. On the shop floor there are trolleys blocking the aisles with products waiting to go on the shelves. I realise that there are problems occasionally but this is getting worse. Sorry I didn’t think to take photos but I probably won’t be going in there again for a while Sorry to complain but this is not up to your usual standard Colleen Townsend”

Helpful Report

Posted 1 year ago

“I called at the dunhelm ascot drive derby at 17.30pm on 18th December to collect a teddy long sleeve top the young girl assistant never folded the product just dropped lazily on the counter in fact the product I asked for I asked for a refund as the top look shabby and dirty.. The assistant looked like she clearly didn't want to be there.. All the good customer service staff moved on”

Helpful Report

Posted 1 year ago

“Hi my complaint is more to do with the delivery time ordered 2 items on 26/09/23 , 1 item was suppose to be delivered by 29/09/23 the other 30/09/23 but nothing arrived, well I received 1 item today 02/10/23 but not the other one. DHL said that they would email me when the items were on there way but nothing. Dunelm shouldn't tell you the day and date of delivery if they can't gaurantee it. will think twice next time.”

Helpful Report

Posted 1 year ago

“Dnhelm used to be such a lovely store with gorgeous staff. It’s now and only recently become an unfriendly, very poor quality and actually not somewhere I will continue to shop. What’s happened? Why have staff become so unhelpful and actually rude? The selection of products now includes damaged items that are being sold at full price. Is there no quality control? Why hasn’t someone noticed products are damaged? Why on earth would you continue to sell them and then when queried about it try and justify the sale without even acknowledging the damaged. Very very odd behaviour. Staff at cafes were also lovely at one point but now just downright rude.”

Helpful Report

Posted 1 year ago

“we’ll lovely wardrobes from dunhelm revived 4 th december delivery man dropped on kitchen floor so when we came to build them mirror doors were all smashed telling us their still out of stock this is 4 months on now still not received any contact unless we e-mail them very poor service their only alternative is a refund but we’ve built these wardrobes thinking they would sort it in an acceptable time frame going into month 5 the worst customer service i’m very upset just don’t want people to buy like me and still waiting took our money and don’t seem bothered about the customer service shame on you dumelm i would never recommend you and we have alway loved your store feel extremely let down poor poor service 😤”

Helpful Report

Posted 2 years ago

“Bought ready made curtains, they looked good quality but on putting them up it was a different story. The inside edges of the curtains were much shorter, as we bought the length that just meets the sill they looked awful! I’m in two minds whether to take them back or try and alter them myself. If I’d have realised they were made in China I would never have bought them. Poor quality for the price.”

Dunelm 2 star review on 17th January 2023

Helpful Report

Posted 2 years ago

“After waiting in a queue of around 12 people with just two tills open, and no effort to open any more to move the queue faster, I bought goods to the value of £72 from the store at Snipe Retail Park, Ashton, Manchester and agreed to receive an emailed receipt. The till assistant assured me the receipt had ‘gone through’ but when I hit home and checked, no receipt had arrived. I tried calling the store but the call rang out for so long, with no answer, that it cut off. I emailed customer services seven days ago to ask that they either contact the store and ask them to send the receipt or advise how I could get in contact with the store bearing in mind they don’t seem to answer the phone. I haven’t received a reply despite them professing to aim to reply within five working days. So I am still no closer to receiving a receipt for my goods. Poor customer care all round from this company”

Helpful Report

Posted 2 years ago

“Good product but appallingly bad customer service from the Fareham store. I say service but it is almost nonexistent. It seems almost as if it is designed to fend off customers. I was told my receipt would be e- mailed to me, it wasn’t. I was told that I needed it if I had to return or exchange the items I had purchased although, as I was told later this was not true for a delivered item except I still needed the receipt The store had no customer service to help me and my questions were answered by the woman saying that the store could do nothing. I asked to see a manager and was told that they wouldn’t help me either as no one could look up my order number. The assistant tried to call customer service but, no surprise, could not get though. I was given the number to phone myself. The website has a live chat option but don’t hold your breath trying to use it and it took me nearly 30 minutes to speak to someone who did manage to send the receipt. Even the music and messages every few seconds seem to be calculated to make you give up. The website seems designed to make anything difficult.”

Helpful Report

Posted 2 years ago

“Purchased a pair of made to measure curtains from the Hatfield branch. The staff at the curtains department were very helpful and efficient. If i was just rating them it would be 5 stars. However, its the end product that is getting the two stars. Firstly there are 2 seams in each curtain. If i wanted lots of seams i could have bought cheaper ready made curtains and sown them up together myself. i probably would have done a better job. The curtains were not pressed so the seams stuck out. when i ironed them i could see the stitching was wonky and the finish is very amateurish. i needed curtains urgently so i have kept them. i was planning to get new curtains for my through lounge but i won't be getting them from Dunelm now.”

Helpful Report

Posted 2 years ago

“Bought a circular foot stool - the type that is filled with polystyrene balls stuffing. It became somewhat deflated after a few weeks of use so I bought a bag of the stuffing to top it back up. The stupid design has both the zippers stitched so that the pull tag is INSIDE the bag - the logic according to the tag being that it is child safe. Yes but how do you open the zipper n the outer and inner bags to replace or top up the filling - you cannot. Other makes put the zipper on the normal way round then remove the pulling tag, so that an adult can then use a paperclip to pull open the zip - logical. I am now left with saggy stools - thanks Dunelm you are useless.”

Helpful Report

Posted 2 years ago

Dunelm is rated 2.3 based on 1,106 reviews