Dunelm Reviews

Name: Dunelm
Rating: 2.24

2.2 Rating 1,168 Reviews

29 %

of reviewers recommend Dunelm

Company Reviews

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Metrics

2.2

Based on 1,168 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
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

“Awful shop. Dreadful customer services especially by the management who don't knoe hpw tp treat their valued customers. I stopped shopping at Dunelm and have made thd change to Very.com for my bedding, where there is excellent quality and at an excellent price with rewards too.”

Helpful Report

Posted 4 days ago

“Worst company I have ever used Ordered a glass side table "came smashed" They have now booked 4 different collection dates that no-one has showed up for and I have sat at home waiting for hours wasting my days off Will never use this company again such a joke”

Helpful Report

Posted 1 week ago

“Don’t expect a goodwill gesture from Dunelm there’s no chance! Despite being a good customer for many years I recently tried to return one unopened pack of 2 pillowcases, value just £7. I had spent £65 in total, but I discovered that ordinary pillowcases are a tight fit for deep pillows. I knew I couldn’t return the pack I opened, but I expected to be able to exchange an unopened pack for other stuff. I had my receipt but unfortunately I couldn’t get back to the store within 28 days due to a knee operation and almost 3 months had passed before I could drive again. I didn’t want a refund, the item was still current, but because the 28 day deadline had passed it was a flat ‘can’t be done, company policy. How petty and ridiculous - they don’t deserve loyal customers and have lost one here”

Helpful Report

Posted 1 week ago

“I went to Bolton branch to buy 8 cushions and a throw in specific colours! A very very helpful lady called Michelle wend above and beyond to help me and I’m delighted with all my new collection of cushions! Very happy customer and thank you so much for your help Michelle Teresa”

Helpful Report

Posted 2 weeks ago

“Saga over an on line purchase, Ipswich store managed to cancel my order the same day it arrived then told me it cancelled because I hadn’t picked it up within the allotted time, an assistant found the curtains waiting to go on the shop floor but I couldn’t have them unless I paid for them again…utter rubbish, poor service and clear confusing staff, told refund within 3 to 5 days then the manager said 10 days, clearly no idea. Spent £200 earlier in the week, taking everything back for a refund, bought my curtains in the Range instead. Problem with a bin I bought a couple of weeks ago too, complaint not solved, no even an acknowledgment Steer clear of this store and indeed company”

Helpful Report

Posted 2 weeks ago

“Terrible customer service!! Regret buying from here. Ordered 3 blinds, curtains & matching cushions. Blind has arrived with a rod poking out of the stitching which cannot be pushed back in. The cushion covers are the wrong measurement & not even square. Absolutely awful smell to the fabric. It took two weeks to realise where the smell was coming from.... apparently all of this is normal & acceptable to Dunelm. Customer service absolutely shocking, keep asking for photos which have been provided & now asking for items to be taken into store for someone to check. Check what exactly? So far absolutely no help in resolving the matter. They couldn't care less. Takes days to receive a response from made to measure team...i imagine due to the sheer number of complaints & lack of care for quality control. Save yourself the hassle & go elsewhere. Worst customer service experienced in a VERY long time”

Helpful Report

Posted 2 weeks ago

“Package never arrived, customer service never replied, never got item or money back. Horrendous service.”

Helpful Report

Posted 1 month ago

“Ordered two cans of the same paint. Got two completely different colours...could understand if it was two of a different colour...but just two different random colours. Took ages to get through to customer service and then to return at the store. Their mistake took about 2 hours of my time to rectify. Other times things just break after a couple of months.”

Helpful Report

Posted 1 month ago

“ordered cream curtains a week ago, now been told they are not available but they are still on website how can this be???? and how long will i have to wait for a refund. This is the third out of four click and collects that have gone wrong. Please be aware when using online ordering with this company.”

Helpful Report

Posted 1 month ago

“I recently bought curtains in your Clydebank store. Unfortunately they were too long and had to be shortened. Your staff in the curtain department, especially Callum, were incredibly helpful and nothing was too much for them. I just felt that you should be made aware of their outstanding customer Service. Many thanks. Mary.”

Helpful Report

Posted 1 month ago

“After much confusion and stress with the delivery by DHL. Third time lucky as they say . Dunhelm sorted my problem out. I had a good will gesture, the 6 Venetian blinds are stunning and Adam the fitter was so good, friendly, left no mess and took all the package away. Would definitely recommend Dunhelm but not DHL they were appalling . I would have given 5 stars if DHL was not the courier . Thanks again Adam .”

Helpful Report

Posted 2 months ago

“Basically I checked with customer service to find out where the delivery refund was as it was not in my bank account and I was told it was authorised on the 11th of April but it was a weekend and it is now the 24th of April still not sorted out”

Helpful Report

Posted 2 months ago

“Absolutely the worst customer service in uk and frankly deserves no star at all.i was humiliated and bullied today at their Greenwich store as I tried returning vileda mop bucket i was recommended at this shop with a guarantee but was refused a regurn and when I challenged it , they called the security and ganged up against me accusing me of being aggressive just to avoid refunding my money, do not buy ftom this store, they smile at you on purchase but turn to monsters once u want to return a faulty item, never again!!!”

Helpful Report

Posted 2 months ago

“Just been to Pausa cafe at Dunelm Livingston. The assistants name was McKenzie. Although there was a bit of a queue she was very very calm and very very helpful especially with my allergy advice”

Helpful Report

Posted 3 months ago

“Ordered two bar chairs and one had a broken back rest. Had one of the worst customer experiences of my life when I tried to sort this out with their customer service. Ridiculous. Think twice before ordering.”

Helpful Report

Posted 3 months ago

“Everything From purchasing a reduced bed linen not correctly labelled Not receiving my invoice by email Not receiving printed a receipt Once home I took it out of bag to see it wasn’t a fitted double sheet I took it back to dunelm Kidderminster and they told me we couldn’t return it as it was bed linen. It wasn’t in original packaging as it was reduced!!!! I was not given the receipt. Management came and was arrogant and had no customer care or understanding and insisted their are signs all around stating that no refund will be given - When we shop we go to look and buy not read signs. I left the bed linen as it was no good to me, the manager at Kidderminster was fine with me leaving the item (not refunded) and no customer regard. This store was empty, no wonder. Always been a big dunelm spender for my holiday lets but not now, I won’t support the stores which people speak about being in need of support, I’ll be ordering from the internet where items will be clearly marked and you won’t be treated with disregard and disrespect from a young untrained uneducated manager. Debbie Holland The water mill Air BnB Shropshire”

Helpful Report

Posted 4 months ago

“A terrible experience. Bought a jute rug in store which took 3 weeks to be delivered only for the quality of the rug ro be absolutely terrible. Holes throughout, very thin and generally poor quality. After arranging a return, which I was led to believe dunhelm were picking it up, a yodel driver with no English refused to take it because it wasn't wrapped up? After talking with dunhelm they suggested buying 'rope' to secure around it? Now this is no luxury heavy duty rug we're talking about, this is a floppy peice of jute that liturally folds like a towel. I'm still stuck with this ghastly rug and con confirm I will not be buying from what used to be the best quality on the high street, now the worst.”

Helpful Report

Posted 4 months ago

“Went in and asked a lady called Jane where a product was, she instantly helped me. I didn't particularly like the product and looked for another option and she helped with that. I thought she was so so helpful and knowledgeable that I'll be back and I left with what I wanted. Lady on the till a little lovely lady was great as well. Thank you to Jane in Horsham Friday 27th shopped at 230pm”

Helpful Report

Posted 4 months ago

“Blinds ordered after fabric samples sent, then told discontinued. Reordered. Much messing about with fitting date. Two days before fitting date, received email saying that “tomorrow’s” date (ie NOT THE DATE THEY GAVE ME) could not be honoured as blinds not ready, and giving me a date 2 weeks ahead instead. This date no good as I work that day, also I have a window with no blinds or curtains prepared for the anticipated fitting the day after tomorrow. NO PHONE NUMBER TO RING to reorganise date. No answer to four emails sent today. I have no idea when or if my blinds will be fitted. If I could get my money back then I would. Never again”

Helpful Report

Posted 4 months ago

“Please be advised because Dunelm do not advise. If you purchase a duvet set and you dare to open it to see the quality and pattern, then this item is non returnable. There is not one sign up and you are not told when purchasing. I bought a duvet set liked the look of the pattern from outside, purchased in good faith. When I laid the duvet on the bed the pattern wasn’t all over just at the end , much to my disappointment. I was told can’t return as opened the only sticker to tell you this is on a circle on the parcel quite small and when you open it it’s this small label that tears. Found Dunelms and the staff quite cold. I’m 81 years old and a bit of respect woukd go a long way.”

Helpful Report

Posted 5 months ago

Dunelm is rated 2.2 based on 1,168 reviews