Dunelm Reviews

Name: Dunelm
Rating: 2.25

2.3 Rating 1,159 Reviews

30 %

of reviewers recommend Dunelm

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Metrics

2.3

Based on 1,159 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

“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 day 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 weeks 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 3 weeks 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 3 weeks 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 1 month 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 1 month 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 2 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 2 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 2 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 2 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 3 months ago

“Ive just been to the scunthorpe Dunelm store and needed help because the bedding names are different to the online colours and product names , i found the older white haired lady quite impatient with me and i laughed about the situation to the young blonde assistant on the other till to my suprise rolled her eyes at me and made me feel very uncomfortable .. how rude ..as a retail worker this is not an acceptable customer service, very disappointed in you dunelm!!!!”

Helpful Report

Posted 3 months ago

“Very poor service I paid extra for next day delivery as I needed the item that day. On the morning it was due, I received an email from DHL stating the delivery was contracted to be delivered on Monday, (not the same day) This directly contradicted the next day delivery service I paid for. I contacted Dunelm straight away. The chat advisor was very unhelpful and had a poor attitude throughout the conversation. Instead of trying to resolve the issue or show understanding, responses felt dismissive and scripted, and my concerns were repeatedly brushed off. I was offered a refund of the next day delivery charge, which made no difference. I only ordered from Dunelm because next day delivery was advertised and available. If this option had not been offered, I would have ordered from another company. Refunding the delivery charge did not resolve the issue, as I needed the item that day, not cheaper delivery. The advisor confirmed DHL were overloaded but could not explain why next day delivery was still being offered if this was a known issue. Because the item was no longer coming, I asked for the order to be cancelled so I could buy a replacement elsewhere the same day. I was then told the refund would take 3–5 working days to reach my bank, meaning I could not replace the item at all. This caused major inconvenience on my only day off. I also asked for email confirmation of cancellation and refund which still has not arrived When I said the situation was “stupid”, I was immediately warned about a “zero abuse policy”. I had not been abusive in the slightest, and this felt like an attempt time.”

Helpful Report

Posted 3 months ago

“Dunelm Blackpool I am a male in his late 50s not that it's relevant I have made many purchases from this store in the past no problem on this occasion as soon as I entered the store a member of staff who had a ear piece in summoned a young member off staff to at the top of her voice also in earshot of other customers to follow me around the store and make it known to me this is happening at first I didn't realise that it was me this is unacceptable and I left the store if this was to ever happen again it will be a completely different outcome utterly disgusted with this store”

Helpful Report

Posted 3 months ago

“I bought curtains in the sale but still paid 242.00 pounds. When I got home and had to alter to fit my windows I found how badly they were made. I am very disappointed in them, when I went to take them up I noticed the pattern did not match properly across and also were not cut on the straight grain, which was very noticeable when I started to shorten. Very Very disappointed.”

Helpful Report

Posted 4 months ago

“WOW Cant believe all the bad reviews .Well Ive been dealing with Dunelm for a few years but its got to that stage now where I have to complain. Trying to contact Dunelm head office to get an answer on a product I have ordered and Paid for is impossible. We ordered some lights which stated we would get delivery after Sunday. They didn't say which Sunday. Anyway major problems getting answers even from staff at Wellingborough who have tried there hardest but couldn't solve the problem. Enjoy the money you have taken perhaps someday ill find out when i can get the goods.”

Helpful Report

Posted 4 months ago

“Today at the Cannock Dunelm store I feel I was treated badly. I wanted a refund of 3 items . I explained I had lost the receipt as I have moved house but I did show them my bank account and the amount and the date the items were purchased. I also know that items purchased since the 1st October 2025 and be returned until Jan 2026. I was accused of making it up as they could not prove these were the items I had purchased and I could have bought them years ago. This was the store Manager Steph that said this. Not a nice way to treat a customer. I am a disabled lady and I asked to see the manager again and I was left standing around holding onto a shopping trolley for ages. The managers attitude towards me was really disrespectful. The sad thing is I still have vouchers to spend at Dunelm and today I would have made another significant purchase as I did in November but now I will never purchase a thing from them again. There customer service is terrible and the staff’s attitude not much better”

Helpful Report

Posted 5 months ago

“Awful! I purchased made to measure blinds via the online ordering. I gave them my EXACT sizes, as per website instructions, but what arrived is not the sizes I ordered. £381.00 for 7 blinds and all of them are useless as they are not the width I ordered. According to the Measuring Team, who I’ve not had the pleasure of speaking to, they make a small 1cm deduction - LIES! They made a 3.5mcm deduction. I’ve spoken with 10 different people - store manager, customer service via Live Chat and telephone- all worse than useless. More than 2 WEEKS later and I’m down £381.00 and Dunhelm have my 7 useless blinds! They treat you as they like, make false statement that someone will call which nobody does and it’s like talking to a brick wall! It is impossible to get a manager via Customer Servcie to speak with as a 24 hour manager call request has to be made and you’ e guessed it, nobody calls! I, for 1, will not be “going away” and intend to leave reviews on EVERY platform that I can find until i get a satisfactory response. ROBBERS/SCAMMERS and downright RUDE people! I may have to “stake out” the made to measure section to warn potential customers of the tactics used when something goes wrong.”

Helpful Report

Posted 5 months ago

“Cheap product with pathetic service Impossible to assemble as most of the screws don’t fit and removing and fixing again isn’t possible. Wasted our time and money as even after multiple follow ups they don’t exchange or refund Save yourself from such scammers”

Helpful Report

Posted 5 months ago

“Falkirk dunelm absolutly shocking . Selling items not in stock.. that they show in stock . Take youre money . They dont keep you up tp date with what is happening . Over 2 and a half hours To answer phone . . Then they do not know why order is not complete untill they look into it further ...staff needs further training on customer services .. very dissapointed appaling infact .dont hold a candle to uddingston”

Helpful Report

Posted 5 months ago

Dunelm is rated 2.3 based on 1,159 reviews