I have never had a problem with the Dunelm store but DO NOT order on line in case you have problems. I ordered a rug off the website and it arrived faulty. I rang customer services and the representative organised a return collection for 2 days time - great so far. Collection day arrived but I hadn´t received notification of a time slot so I rang customer services again. I was advised that the collection had been changed, without notifying me, to the following day. They were sorry it had changed and were sorry I hadn´t been notified but it wasn´t their problem. I asked to speak with a supervisor or manager and I was refused. I was told it was an internal matter & there was no reason to escalate the issue. I feel that faulty goods & the wrong collection day are reasons, especially the later. So I now have to waste another day waiting for a collection - hopefully this will happen & hopefully they´ll process the refund more efficiently than the rest of their service.