Visited Croydon store 3 times - and each time the item I wanted, and had been told would be in stock had not been delivered to the store. Staff instore apologised nicely and took an order for delivery to my home . Then - the emails started arriving - no reply address and just n successive days telling me the order had been despatched - No indication of the anticipated delivery time - or even a day! Telephone store - and get told "We are really sorry we have not been able to answer my call - all colleagues are busy! Try again soon." Eventually, shortly before 9 am an email from DHL "Your parcel is expected to be with you between 12:51 - 13:51." and it arrived at about 1/4 past 1 pm, So - DHL great. Dunelm not so good, or even appropriate to a selling organisation! OK - they may advertise the products - but actually persuading customers to buy from them again seems to be a really difficult concept for their management and the IT/delivery scheduling staff, as does having a usable customer call management facility. Maybe shareholders should require management to be on minimum legal wages and incentivise them with bonuses + for sales + for profits and - for comments less than 5* or calls waiting /unanswered after 10 minutes, or collect items not available as indicated to customers, or emails without appropriate details in them - or communications from unidentified as in not a named and directly contactable person ! Note - re survey answers - Delivery on time - does not allow NO TIME , or even DATE SPECIFIED in email Communicate - does not allow input of had to go to a retail premises