Dunelm Reviews

Name: Dunelm
Rating: 2.25

2.3 Rating 1,106 Reviews

30 %

of reviewers recommend Dunelm

Company Reviews

Questions

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

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

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

“I’ve just collected 8 glass mugs from Dunelm at Spytty. The customer service assistant struggled to find enough paper to wrap the items in, and in fact gave me the impression she was doing me a favour by supplying any wrapping at all! The paper she gave to me to wrap them myself was scrunched up and full of holes - obviously already used! And then to add insult to injury when I requested something to put them in, with no boxes available, she suggested I put them in a bag but it would cost a further 25p. I was incensed - and as I said, insulted, she called her manager to ask if she could give me a bag, her manager agreed. Whilst it’s great to be able to supply items like this individually, the store needs to be able to provide adequate wrapping to protect the items during transit! The service was appalling.”

Helpful Report

Posted 3 months ago

“My order didn’t arrive.The delivery company produced a picture of it on a van seat.I complained to them and received an apology.Despite numerous emails to Dunelm including the response from Evri advising it was lost I received no response.Obviously no communication between them.I would never order on line from this company again and waste my money.”

Helpful Report

Posted 6 months ago

“Dorma at Dunelm if your paying £18.00 for 1 pillow case you have to assume the pillow going in is a high quailty one, so make the pillow case bigger!”

Dunelm 3 star review on 13th December 2023

Helpful Report

Posted 1 year ago

“Tried to contact 3 Dunelm stores and nobody ever answers the phone. The dial tone is weird as if it is going abroad??? Very strange . Tied constantly to speak to someone very disappointing”

Helpful Report

Posted 2 years ago

“Beware when ordering made to measure curtains in store.I went in to the store to order 3 sets of made to measure curtains. I just had to give the pole width and then the length I wanted .Firstly even when going in store it's classed as a online order. When the curtains came for a 80 inch pole they made each curtain 100 inches wide. They are far to full for the windows. The curtains did get sent back to the work room but due to how they Dunelm work out the measurements a bit complicated and not explained when I was ordering them. They say there is nothing they can do for me. It said 83 inches wide on the invoice.I’ve been left £ 715 out of pocket with although beautifully made curtains they have been made far to wide and look ridiculous when open.”

Helpful Report

Posted 3 years ago

“Bought a portable standing heater on the 6th of November it’s 26th November today and still haven’t received it. Very bad customer service, taking ages to sort the problem out. Shop service is good but not online.”

Helpful Report

Posted 3 years ago

“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

“Good service”

Helpful Report

Posted 4 years ago

“I have just received an order of three items, one being a Vileda bucket and wringer. The bucket was in the box minus the wringer. Started talking on live chat to a Judy S about it and as some other people have mentioned I got cut off. She said she was going to contact the courier to verify it and then get back to me ! The courier only delivers the parcels, they don’t know what is in the sealed boxes. I spoke to the courier today and she said there is no way that they contact them, so that is a lie, so I’m not expecting a reply very soon. I then spent half an hour on the phone in a queue waiting to get through to customer services, had better things to do than sit there for half an hour waiting. If there are that many complaints going in it’s no wonder you have to wait such a long time on the phone. I’m not finished with them yet though.”

Helpful Report

Posted 4 years ago

“I am very unhappy ,I have never experienced such dreadful service! After buying 2 faulty rugs I realised when checking my bank statement that 3 payments had been taken from my account. I was refunded for the faulty rugs , 1 of these payments had been taken without any authorisation. I sent a copy of my statement to customer services and I am still trying to recover this money , after many e mails backwards and forwards and 2 phone calls I have now been told to go to the bank to recover these funds!!! I am astonished by the incompetence and lack of an apology for all the inconvenience these purchases have caused me. How can any company take an extra amount of money without authorisation?”

Helpful Report

Posted 4 years ago

“Ordered 2 chairs then received txt message a day after my payment was taken that the chairs were no longer available as discontinued. a week later no refund after 2nd call at trying to get refund processed and after being kept on hold for a long time was told that it was an IT Error and unless customer calls them no refund is processed I will never order from Dunelm again discussing customer service”

Helpful Report

Posted 4 years ago

“dunelm did not make me happy. i purchased an armchair on the 13/8/20 which arrived on the 18/8/20. the purchased was made online because of size restrictions and positive reviews from the dunelm website. up until this point everything had gone smoothly with the ordering and delivery. after the delivery and the armchair was out the box which showed signs of a probable delivery and return from another dissatisfied customer i inspected and installed the chair legs, the chair looked good but it failed the size being to small and the comfort test very firm seat and back. so on the 19/8/20 i contacted dunelm by email as instructed by the website to arrange a return pickup and after 3 or 4 days dunelm responded and a date of the 31/8/20 was decided for the pickup which never happened as no one turned up and as yet i have not received a phone call or email explaining what is going on. people shop online accepting retailers to be trustworthy and dependable and pay their money upfront for their purchases they should not be treated in the way that dunelm has treated me as i am now left in limbo as to not knowing what is happening and probably have to take further action against this company to get any satisfaction i now wish that i had found these reviews before i purchased from dunelm also i tried to leave a negative review on the dunelm website which they would not allow stating negative reviews will not be published thats when i realised all the glowing reports on the dunelm website were bogus and probably made up by themselfs. extremely dissatisfied.”

Helpful Report

Posted 4 years ago

“hi, bought a white wooden slatted bed, everything was fine till i got to the middle centre rail , no screws, emailed twice, no reply, rang up, more than five mins on the phone, ended up buying them, which i think worked out cheaper than the phone call.”

Helpful Report

Posted 5 years ago

“Not a bad shop things are ok not top quality, but fair for the prices. Home delivery is shocking, ordered on 6/01/20 was told delivery would be 13/01/20 or sooner, what kind of time scale is that, was I suppose to wait in every day”

Helpful Report

Posted 5 years ago

“Confusing Sale signage... Purchased a king size sheet 500 thread thinking it was in the sale (signage was a board with ... what the original price was and what you would pay in sale... one). But on arriving at Till told it was not in sale only 300 thread ones... Not clear at all on shelving/signage!”

Helpful Report

Posted 5 years ago

“Confusion created on when the item was to be delivered”

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

“Ordered a new mattress Sunday 25th November paid for it and delivery costs was told I would receive an e main within 10 mins of placing order with my receipt of purchase obviously that's just to get you out of the store no e mail no receipt of purchase and trying to get through to dunelm Paisley on the phone is practically impossible we were told delivery 3-5 days well today Sunday 2nd December still no email still no delivery date SHOCKING CUSTOMER SERVICE I am posting this on Facebook for everyone to share to warm customers of this company”

Helpful Report

Posted 6 years ago

“I have been thoroughly disappointed, frustrated and finally enraged. Dunelm staff have been badly let down by their order process ing system and their delivery service and customer service. My order and money was swiftly taken , after waiting fo I have been thoroughly disappointed, frustrated let down and enraged by the ordering in store ,and delivery process. Although the staff are pleasant helpful . The customer service offered conflicting information .I wasted two Friday's awaiting delivery of a bed and base . In fact the bed order"hadn,t fed through"quoted. Due to a quote"a known fault in their system. This a allows them to take your order and money them knowing that the order likely will not feed through. it is problematic to get a refund so whi!e their earn untold interest from disappointed customers who pay up front . My buying power is reduced as I have to wait 3-5days for my money to be returned to my account. what a let down!!!”

Helpful Report

Posted 6 years ago

“Went to dunelm in Huddersfield had a coffee in the cafe ,had a look round , didn’t know there where signs up for parking outside saying 2 hrs stay until we got a £100 fine through the post we are absolutely livid not happy at all”

Helpful Report

Posted 6 years ago

Dunelm is rated 2.3 based on 1,106 reviews