Dunelm Reviews

Name: Dunelm
Rating: 2.25

2.3 Rating 1,108 Reviews

30 %

of reviewers recommend Dunelm

Company Reviews

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Metrics

2.3

Based on 1,108 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

“Bought a matching kettle and toaster and toaster has stopped working after 6 months and we hardly use it. Only my husband has the occasional toast. Very disappointing.”

Helpful Report

Posted 3 years ago

“Bad if you want to contact these people, they dont pick up phones......live chat is nowhere to be found even though they say its there between certain hours, in real its a hit & miss situation since it was working two days ago - but not today at 11 AM.....lunch break everyone ??”

Helpful Report

Posted 3 years ago

“Beware if you’ve click and collect order and they gave you in a sealed parcel when you pick up. Do not trust them with goods inside to be perfect even though the parcel looks perfect. Check before leaving the store if you do not want to waste your time going back to store. They will pack faulty item and will blame you for not checking when receiving goods. Disgusting customer service. This is how they get away by blaming customers instead. Told them it’s a gift for a child. They offered £2 partial refund and expect problem to go away. Check out my photos, my lamp is looking like coming from a second hand shop, do they think I can gift this? They obviously knew this before packing as parcel was not damaged. Was told I could’ve checked before leaving the store OMG why didn’t they check BEFORE packing now it’s my fault for not checking?”

Helpful Report

Posted 3 years ago

“Every other company I have dealt with (3 others) have all provided 2–4-hour delivery slots on the day of delivery, providing us with this information either the day before or had an option to pay extra to secure an option beforehand. I feel this is essential for large items of furniture, such as a mattress, which we were buying. Dunelm website insinuated that they would provide a slot the day before, but we just got a text saying the driver could arrive as early as 7am. We hadn't moved into the property and lived over an hour away so this was not possible for us. I rung up Dunelm and they assured me that it was highly unlikely the driver would be there before 9am. On the day of delivery, we had a text at 6.45am saying the driver was 15 minutes away! We rung the driver and he said he would try and deliver by ringing neighbours and leaving in the communal hallway (not ideal) but then said he wasn't able to. Tracking information was non-existent, just kept saying it hadn't left the depot yet, even when it clearly had. Customer service was awful. I told them that it would be quicker for me to just get a completely new delivery, but they took 3 days of going back and forth before telling me they had "lost" the mattress. How do you lose a mattress? By this point, the next available delivery was after we had moved in and we decided to get a full refund and go with a competitor, which were much better stocked, prepared, and organised. We had it planned for all our furniture to be delivered prior to move in day, but due to Dunelm's tardiness we have had to sleep on an air mattress for the first week of our new home. This was the first and last time I try and shop at Dunelm.”

Helpful Report

Posted 3 years ago

“The worst retail experience I have ever had. Product out of stock, being wrongly advertised as available in their website, shocking call centre staff, rude and dismissive, left me on hold for 30 minutes. Completely lost track of my order, all information about delivery was wrong, then when I finally received the product it is hardly worth the extortionate amount of money that it cost me. And while trying to complain, I'm ignored no reply to emails whatsoever. When I finally get through to the web chat team I am told I can take a voucher? Like I want to do business with you ever again? Take your money elsewhere folks, it's as good as lost with this company and saves you the hassle.”

Helpful Report

Posted 3 years ago

“I would rate 0 stars if I could. Customer service in this shop is just abysmal. I wanted to purchase an item which had a hygiene sticker seal on it and it was actually ripped and the packaging was damaged with holes throughout, also the spider alarm tag was digging into the item causing damage to the faux fur item. When I told the cashier she asked a manager to come over. I mentioned to the manager how the item is not perfect and explained my concerns about the hygiene sticker (which actually states that you cannot refund the item once this hygiene seal is broken) the manager was extremely rude, arrogant and laughed when I mentioned my concerns and said that the item looks like it’s in perfect condition to her, therefore making me extremely uncomfortable as if I cannot see what she sees. Dunelm please stop employing incapable people with no managerial skills. Your manager and assistant took no ownership of the situation. I am not to blame for the way you take care of your stock or for asking about discount if you improperly store your items, leasing them to become flawed or defective.”

Helpful Report

Posted 3 years ago

“Bought a lamp shade that was reduced only to get home to see cracks inside after unraping it. I went back to the store and they refused to exchange it as it was written non returnable yet it was damaged. They told me they can't do anything about it and I just had to settle for a broken unit.”

Helpful Report

Posted 3 years ago

“I ordered a set of metal storage tins online, drove 13 miles to pick them. The store assistant put them on the counter and immediately marked as collected as I received an email. The tins were dented, scratched and had a big reduced sticker on the side, I had paid full price. I asked if I could have undamaged ones so they checked but couldn't find any. I would rather have been told they were not available than travel all that way to have damaged items try to be fobbed as as full price sale worthy items. Extremely disappointed as have been a dunelm customer for years, wont be returning.”

Helpful Report

Posted 3 years ago

“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

Dunelm is rated 2.3 based on 1,108 reviews