Dunelm Reviews

Name: Dunelm
Rating: 2.26

2.3 Rating 1,120 Reviews

30 %

of reviewers recommend Dunelm

Company Reviews

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Metrics

2.3

Based on 1,120 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

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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 cannot stand Dunelm as a company. I have ordered electric blankets recently. One does not fit the bed we bought it for so I tried to return it. I tried to return it through my account online but it said online return was unavailable for the item. I managed to get in touch with someone on their live chat after a long wait. He said the electric blanket couldn't be returned online as it was a large item! It is a single bed blanket. Not big at all. Dunelm are an absolute nightmare to get in touch with if you have any issues. There is no email address, no phone number and no online form for customer services. The only option is live chat which is frequently unavailable, if it is available there is a huge queue. I have waited in the queue only to be thrown off randomly. When I did speak to someone, he was dealing with multiple chats at once which meant he would just go silent at points. They don't appear accept returns online except for items which are absolutely tiny? I'm not going to shop there again tbh. It has just been so bad and unnecessarily stressful when most retailers have a straightforward returns process even if they sometimes charge for it (which I would not have minded in this case). I knew they were a budget brand but their service is worse than anything I've experienced. Avoid, avoid, avoid!”

Helpful Report

Posted 2 years ago

“Ordered items never arrived/delivered. Lies about delivery from both Dunelm and their carrier Evri. Have demanded a refund but received nothing but automated emails from Dunelm (laughingly called) customer service. Don’t use Dunelm, they take your money under false pretence. Boarderline fraud. Just read the other reviews here. Same story time & again.”

Helpful Report

Posted 2 years ago

“I recommend everyone to avoid this retailer. Huge disappointment as I still haven’t got the desk I paid extra to get it by special delivered on Saturday. I have only received one sms confirming they dispatched it and it’s with DHL and ready to be delivered on Saturday morning but no update since then and have been waiting whole weekend and today to receive an update. The only way to connect with them it’s to go to their online chat and wait at least for an hour in queue till someone connects. And they couldn’t do anything but only refund my special delivery £4.99!! Their phone number is closed. The agent keeps saying they have to wait another 72 hours for investigation and neither they can cancel my order, replace or or refund it! Their system wouldn’t allow it!! No manager is available to talk to customers! No emails no phone calls!! Waste of time and energy and ending up with nothing!!”

Helpful Report

Posted 2 years ago

“Dreadful returns policy. I bought a bedding duvet set for £40. Tried it on but it was too big. I tried to return it but was refused as the packaging had been opened. The bedding was unused and only out of the packet for 5 minutes while I tried it on. I will never shop at Dunelm ever again and will be advising everyone else to do the same. This policy is worse than the returns policy at Sports Direct. The customer service isn’t much better, this company don’t care about the customer, only about sales. DO NOT SHOP THERE!!!!!!!!!”

Helpful Report

Posted 2 years ago

“really poor experience with Dunelm, signed up to with my email address to receive a 10% discount code as a new customer. I had signed up and added item's to my basket. i waited for a code which didn't arrive, i contacted customer services which said it would take 7 days for the code to arrive and there wasn't anything they could do. Items removed from basket and won't be going back.”

Helpful Report

Posted 2 years ago

“AVOID AVOID this company. never got item . no customer service refund after 3 weeks. while waiting for Dunelm to do anything about missing parcel I ordered same item £40 less from an excellent company who delivered promptly to an exact agreed time to the minute !!! Furnishop uk”

Helpful Report

Posted 2 years ago

“If I could rate 0 I would. Appalling Customer Service. Requested a refund weeks ago and keep getting told that they have paid it when they haven't. Will never purchase another item from them.”

Helpful Report

Posted 2 years ago

“What a bunch of cowboys,i placed an order 10 days ago and still nothing..evri have given me 1 hour delivery slots on 6 occassions and never turned up once…what a outfit and now i cant speak to anyone to cancel my order… AVOID AVOID AVOID…..”

Helpful Report

Posted 2 years ago

“I am so furious . I payed 130 pounds for one of your rugs . I haven't recieved been waiting so long. I did receive it but it was badley Damaged and went back. We keep getting emails it's on its way then get another one changing the date. We have a few dates then it's be delayed having heard any thing since . It's not good enough. Won't buy from you again.”

Helpful Report

Posted 2 years ago

“I ordered some curtain poles online for collection. I realised 5 mins after that I had mistakenly ordered shiny instead of Matt so I called them straight away. Was on hold for 20mins and the phone went dead. Called straight back was on hold for 10 mins explained situation but was told I could not change order as it had gone through. They couldn’t give me a refund as I’d arranged an in-store pick up!? That the store can not give me a refund unless I take it back? But could possibly exchange it if they have what I want in stock. I explained I have MS are moving house and I need them as soon as possible could something else possibly be done as I have to be taken to the store by my daughter and she can’t take me until another two days time and the woman hung up on me. I know this was my mistake however the customer service I feel has fallen very short and very rude. I called them back within 5 mins of the purchase! I only want to swap it for Matt - I’m not asking for my weight in gold dunelm?”

Helpful Report

Posted 2 years ago

“I was cut off by the agent in the middle of my live chat response, obviously wasn't typing fast enough for Dawn! My order is late as the carrier Evri haven't delivered along with most of the parcels to other people in my locality. According to others accounts I have little hope of receiving my parcel. Dunelms online shopping is not fit for purpose. Goods are not delivered! Pointless waste of time.”

Helpful Report

Posted 2 years ago

“I am usually very happy with the service at my local branch in Hemel. Sadly I feel let down by the incorrect information that one of the staff at the till gave me which has left me with £500+ of curtain that I do not want! If you have bought ready made curtains and on opening the pack decide that the colour is not right in the light of your room then do not be fobbed off with the information that once opened they can not be returned. I was told this so missed the deadline of 28 days to return goods as it was not until later that I saw the returns policy. Customer service could only send out a generic response and tell me that the 28 days had passed. Buyer beware; please look at the small print and do not rely on the staff having the correct information.”

Helpful Report

Posted 2 years ago

“TOTAL DISGRACE I ordered a Roman Blind from Dunelm. It arrived with the pull cord the wrong side and the drop was bigger than the measurement I had provided. I contacted them and they provided a replacement. This time they managed to get the pull cord on correct side but it was still too long a drop so it bunched up as it was to sit in a window recess. I contacted them again and they are are refusing to provide a further replacement. I am flabbergasted as they have not even given a reason why. They are refusing to respond to my emails even though I have made a formal complaint. I have tried several times to contact them by phone with no success due to the very poor system that people have referred to below. This company is a disgrace. I will be contacting trading standards and going through the small claims courts. Use at your peril.”

Helpful Report

Posted 2 years ago

“This company want proof fro me of them not packing delivery in a new state. I can’t understand them. I will never shop with them again and suggest you don’t. Customer care also a nightmare”

Helpful Report

Posted 2 years ago

“Really bad customer service in the Enfield store from till staff. Suggest just implementing self service checkouts!”

Helpful Report

Posted 2 years ago

“Dot use "made to measure". Hands down the worst company I ever had to deal with. Order: 81664890. Customer: Amanda Masello. We have used your "made to measure" service and we are extremely dissatisfied with the overall experience with Dunelm. 1. They sent Juan, the technician, who measured the spaces to order the curtains in the correct bespoke sizes. 2. Payment was made in full on 22/08/2022. Order placed with Dayle Hughes, an online consultant, again to ensure that everything would go smoothly. 3. More than a month later - on the 27th of September - Juan came back for installation but he had partially the wrong products. He was missing the voile and one of the rails had the wrong colour so it couldn't be installed. 4. Yet another month later - on the 31st of October - Juan came back with the same wrong colour (!) but at least he had the voile. The issue is that the voile measure is wrong – it's touching the floor quite a bit and doesn't look good. The reason we chose made to measure was to ensure the curtains sit just above the floor. 5. They said they'd reach out within the next 24h to resolve everything. They didn't. 6. After three days, I decided to call them and after waiting 35min on the phone, the attendant simply HANG UP after I politely but firmly explained the situation. The whole experience has been horrible from the get-go. Dayle Hughes, the person whom I placed the order with, tells me Juan has everything he needs and Juan comes to my house with missing info and products, saying it's the warehouse's fault, that they should've ordered the items correctly, etc. The point is that the customer is treated like a clown who wastes time trying to get what has been paid for. More than two months have gone by. We need: - The correct rail 3.80 cm in matt black for our living room. - The voiles need to be fitted in that pole properly. - The office voiles need to be shorten the turn-ups so they do not touch the floor. We sincerely hope to hear from you soon to amend what has been an appalling experience or give us our money back.”

Helpful Report

Posted 2 years ago

“Stay away from this company, they sell unusable products. We have ordered a custom made blind which they delivered with a cord too short to use. When made a complaint they hid behind child safety regulations in order not to do anything about it. Unusable product, waste of money, horrible customer care. Stay away by all means.”

Dunelm 1 star review on 31st October 2022

Helpful Report

Posted 2 years ago

“Bought a pair of thermal curtains size 90 inches X 90 inches. I measured them and found they were 87 inches X 87 inches. I took them back for a refund.”

Helpful Report

Posted 2 years ago

“Good product but appallingly bad customer service from the Fareham store. I say service but it is almost nonexistent. It seems almost as if it is designed to fend off customers. I was told my receipt would be e- mailed to me, it wasn’t. I was told that I needed it if I had to return or exchange the items I had purchased although, as I was told later this was not true for a delivered item except I still needed the receipt The store had no customer service to help me and my questions were answered by the woman saying that the store could do nothing. I asked to see a manager and was told that they wouldn’t help me either as no one could look up my order number. The assistant tried to call customer service but, no surprise, could not get though. I was given the number to phone myself. The website has a live chat option but don’t hold your breath trying to use it and it took me nearly 30 minutes to speak to someone who did manage to send the receipt. Even the music and messages every few seconds seem to be calculated to make you give up. The website seems designed to make anything difficult.”

Helpful Report

Posted 2 years ago

“Ordered 3 items online. Delivery by 8/10. On 7th tracking info showed item in EVRI's Hub where it has remained. On 11/10 used online chat was promised update and they would contact EVRI. On 12/10 was told they couldnt expect answer from EVRI for 72 hours which is appalling and unacceptable. Cancelled items ....but they will not refund until EVRI have returned goods to Dunelm. Having dealt with other online shops this is by far the worst Customer service i have experienced. Normally companies go out of their way to turn a negative into a positive. Not so Dunelm- Do not use. However, I have no issue with the shops themselves.”

Helpful Report

Posted 2 years ago

Dunelm is rated 2.3 based on 1,120 reviews