Dunelm Reviews

Name: Dunelm
Rating: 2.26

2.3 Rating 1,131 Reviews

30 %

of reviewers recommend Dunelm

Company Reviews

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Metrics

2.3

Based on 1,131 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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I recently paid delivery charge for an item and was told to collect from a store miles from me. NO POINT IN TRYING TO RECTIFY As you cant get through to a person. Disgusting service!!!. Cant send emails either. Wont be buying from them again.”

Helpful Report

Posted 3 years ago

“Dunhelm are absolutely diabolical. Firstly had made an appointment re made to measure curtains at Peterborough store. Rang 35 times and still did not speak to anyone then rang another store they sent a fitter out cost of made to measure curtains was £1100. Second store helpful until I wanted to pay. They sent a form off to a department that did not give a number or email address. Tried putting the payment through over the phone but my bank blocked it as the bank's system thought they were a stammer. This was enough but after reading the poor customer service reviews and issues with some customers only receiving half the products. I have cancelled my order and will keep the money in my bank. When I said to my friend that the cost was £1100 for one large curtain (as a pair), small lounge window (as a pair) and also net curtains for the lounge, toilet and bathroom and a small pair of curtains for the box room, my friend asked me "had I gone mad". So I am more than happy to have cancelled my order.”

Helpful Report

Posted 3 years ago

“If I could give zero stars I would. Ordered two pairs of curtains online on the 16th of Jan, meant to be delivered on the 20th. By the 31st they still hadn’t arrived. I contacted them, first on email where someone told me that one of the pairs was due into the warehouse the next day. When I got no further replies I went on the live chat. That person told me they were both in the warehouse ready to be dispatched. I then get an email to say one pair of curtains is out of stock. Why would I only want one pair! I then decided to keep the one pair and get a smaller size for the other window. Then one was damaged, loads of dirty marks so had to take it back. I needed to get the curtains up so I asked on the live chat that if I bought them click and collect would I be able to still get the 20% discount I had when I originally ordered. They said yes but I needed to buy them first. So I did that and went back on the live chat… I typed it all out and the person cut me off. So then I phoned. I was on the phone for an hour and had to ask to speak to a manager multiple times before I got the refunded 20%. I was told they would do it as a ‘one off’… ridiculous. Never buy online from them, only get something if you can hold it in your hands in store! The worst customer service I’ve ever experienced.”

Helpful Report

Posted 3 years ago

“Bought 2 plate sets (urban) for £120 - tested to commercial and hotel standards. Used once, full of scratches. Very poor quality and descriptions very misleading. Only thing good for is quilt covers. Rest of products are terrible. Poor customer service. Would not replace/ refund.”

Helpful Report

Posted 3 years ago

“I do not want to even give one star but I have no choice. On 28/12/21 I ordered and paid online for two folding beds to be delivered on 11/1/22. On 20/1/22 Dunelm cancelled my order as there was a system issue and unable to process my order. The email read “To resolve this for you, we can either process a replacement order or if you would prefer, we can process a full refund”. I immediately replied requesting a full refund. On 23/1/22 Dunelm requested proof of cancellation in order to proceed with the refund. It is so important not to get angry. One spends hours endeavouring to make contact by telephone, email and live chat. The standard reply is that a response will be made within 72 hours. When I last got through to them regarding proof of cancellation that Dunelm cancelled the lady responded that my order might be with the courier. I’m not going to loose sleep over this but wait two more weeks before commencing civil action. All customer communication with Dunelm is designed to make it as difficult as possible to have a concern addressed.”

Helpful Report

Posted 3 years ago

“About a year ago I purchased six sets of Dorma bedding for two beds from Dunelm. Three of these are still ok but the pattern on three Botanical Gardens has faded dreadfully. However I have no comeback under Dorma's 10 year guarantee because I bought it in a Dunelm shop and cannot produce a receipt. If I had bought it online it would have been different. I always understood that faulty goods do not require a receipt, but Dunelm says "no". Faulty or not, they want a receipt. As Dunelm own Dorma, I cannot even complain to the manufacturing company that their bedding has faded after 12 months wear. Had it been cheap I would not have minded so much but Dorma bedding is expensive and I expected better. The bedlinen I had prior to the new stuff was still in excellent condition after eight years and was as good as new when I gave it away. Either standards have slipped or the bedding is faulty. I would advise anyone looking to buy this pretty range to think twice if they want it to still look pristine after 12 months. I am now looking to replace it with something cheaper.”

Helpful Report

Posted 3 years ago

“I love the shop but downloaded the app but everytime I go on it some gambling games (different ones) come up and I can't get rid of them.”

Helpful Report

Posted 3 years ago

“Disgraceful customer service. I was sent a feather duster instead of a milk bottle carrier. The box was 4ft x 1ft and contained yards of plastic packaging...at the bottom was a tiny feather duster. Trying to find a place to sort it out online was farcical. LIVE CHAT??? non existent. Customer service number ....fine.....if you have hours to waste holding on. Email address nowhere to be seen. Never have I experienced such an appalling site for customer service. Never will I buy online from them again and I certainly would not recommend to anyone to buy from them online.”

Helpful Report

Posted 3 years ago

“ordered two mattresses on the 29/12/22 It said delivered by Saturday 8th January. I understand there can be delays etc but I had a phone call on 7/1/22 by the delivery company to say "your order will be delivered tomorrow, in the morning the courier will ring you with a 2 hour slot." My husband has then disposed of my children's old mattresses as they were sleeping out at their nanny's for the night as their room was being decorated by us on the 8th. We then woke up to a txt msg on 8/1/22 saying... "We're very sorry, but we won't be able to deliver Dunelm order **** today due to a problem in our delivery network. We're sorry to let you down, and we will get your order to you ASAP. Your local delivery depot will be in contact with you in the next 48 hours to rebook your delivery. Kind regards" We waited 48 hours...no reply from anyone! I called dunelm, the man said we will make sure the delivery company ring you today, they didn't! I rang again the next day, again a lady assured me that by the end of the day this would be sorted, it wasn't! It's now 16/1/21 myself and my husband have been sleeping on our sofa for over a week now as we have let the children sleep in our bed as they don't have a mattress to sleep on. We can't sleep on the sofa anymore and so we are ordering new mattresses today from elsewhere. Please can someone reply other than automated emails and please process a refund ASAP as I'm getting really really angry now about all of this”

Helpful Report

Posted 3 years ago

“We bought a three piece suite from you two years ago and it is falling to pieces.. Bonded leather has pealed off on arms and seats. It is disgusting First and last time we will ever buy from you again!”

Helpful Report

Posted 3 years ago

“Terrible experience from the start. My partner bought an office chair which was supposed to arrive before Christmas. Firstly, this was passed to a delivery company called Panther, who told us that we needed to arrange a completely different delivery day in the new year!! This new delivery day has long been and gone and we are now told that our order has been lost!! Dunelm refuses to give us a refund until 'investigations' have taken place, and even then, it will apparently take another 5 working days to be refunded,if at all! Shocked at how poor the customer service has been from both Dunelm and their chosen delivery company. Will never order online from them again.”

Helpful Report

Posted 3 years ago

“We ordered a set of bath towels to be delivered. But after we paid it said we had to collect 2 of the items from Chichester which is one and a half hours away. We have now cancelled order what a useless company this is . We will never dunelm again.”

Helpful Report

Posted 3 years ago

“Bought a shoe rack from dunelm. It is absolutely rubbish. The metal bars don't fit into the sides wouldn't hold the weight of a feather let alone shoes. Never seen such rubbish in all my life. If that is a sample of dunelms products I just don't want to know. Have put this on Facebook so other customers don't fall into the trap of buying a load of rubbish that is only fit for the rubbish bin.”

Helpful Report

Posted 3 years ago

“Receive 3 rugs today. Impossible to get in touch. Chat doesn't work on site. Phone not connecting, and couldn't send email. Their loss as I was going to buy another larger rug. I WILL NEVER BUY FROM THEM AGAIN.”

Helpful Report

Posted 3 years ago

“Quite a lot I mistakenly said yes to Click and Collect I then emailed you several times yo make you aware of this and look for advice and received this inspiring reply " ...but that doesn't mean we don’t want to hear from you. If you have any feedback or questions, please use our contact page and we'll get back to you as soon as possible. I then used their "contact page" and told them about my errors BUT I'm still waiting for a reply. I spent quite a lot with them buying items but I will never do that again. They couldn't care less about their customers and I believe it's about time it was said out loud ! they've blocked Trust Pilot reviews and now I know why. I have no idea if they will block this review let's wait and see ! A very disappointed and angry Marion Bracken”

Helpful Report

Posted 3 years ago

“Online order 19th December 3 phone calls later 10th Jan still not sorted and have to wait further .never once called me back to inform when I will receive order due xmas eve .I phoned and replacement sent that I did not get and they can't sort it on phone so yet agsin they will do nothing to let me know when I will receive my order.a joke ebay sent me in 3 days ,they will get my money infuture”

Helpful Report

Posted 3 years ago

“Very disappointed when my daughter in law opened hdr dary duck present on xmas day. 3parts missing & stitches undone on shade. I was embarrassed.”

Helpful Report

Posted 3 years ago

“Be aware if you purchase and attempt to return with no receipt they will not exchange, refund or credit note. Its a new policy that I have been unable to locate even on their own website or advertised in store. Staff become very rude and unhelpful.”

Helpful Report

Posted 3 years ago

“Rubbish service, item bought for a Xmas present at the start of December still hasn’t arrived in January. Emailed a couple of times, they replied saying they would look into it. Still nothing. Very disappointed Dunelm, bad experiences are the worst kind of advertising!”

Helpful Report

Posted 3 years ago

“Curtains nor arrived by 2 delivery dates given. Waited half hour to get on the chat line and was given the usually hours and would be contacted . This never happened. Eventually managed to get on chat line again only to be cut off by them. Person was called Emily and when I managed to get on the line again to Emily, said she hadn't been in contact with anyone of my name. Blatantly lied to and no information as to where my order was. Eventually cancelled. Such poor customer service from a big firm.”

Helpful Report

Posted 3 years ago

Dunelm is rated 2.3 based on 1,131 reviews