Dunelm Reviews

Name: Dunelm
Rating: 2.26

2.3 Rating 1,124 Reviews

30 %

of reviewers recommend Dunelm

Company Reviews

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Metrics

2.3

Based on 1,124 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

“Dunelm are horrible to work for and disquusting staff at dunelm”

Helpful Report

Posted 5 years ago

“I previously found Dunelm staff courteous friendly and helpful but my experience today was particularly vexatious.Having driven through Leeds and encountered numerous road closures which were not well sign posted I arrived at the store desperately in need of their toilet facilities to no avail. I asked if I could use the toilet which was closed and crisscrossed with tape but even a 76 year old geezer like me with an acute bladder problem could not elicit a modicum of compassion or consideration. Losing my custom and importantly trust and respect is disappointing in this current period of community spirit and goodwill so I will shop elsewhere for the good of my health.”

Helpful Report

Posted 5 years ago

“Still no refund on an unavailable item after 10 days!! Disgusting...no reply from customer services.. wheres my fxxking money??? 😡”

Helpful Report

Posted 5 years ago

“Dunelm do not actually deserve any stars! Appalling company to deal with who could not care less about their customers. I purchased a bed base on the 30th June and was informed it would arrive by the 30th July. I repeatedly checked my tracking updates and the bed base was on track to be delivered by the 30th July. Mid morning on the day of the delivery, after I have had my old bed base removed to make room for the new one, I receive an email.... No phone call or text message but an email, who checks their emails every 5 minutes? So clearly no urgency from Dunelm to inform me that the bed base they had sold me a month earlier would not be arriving because it was out of stock!!! I am a wheelchair user who has been left with a mattress on the floor which due to my disability cannot possibly use so have now been forced to sleep on my sofa. Dunelm informed me they would issue a refund, how good of them to return my own money, but that it would take up to five days to process. So the money they had already held on to for a month on the pretence that they were in possession of the bed base I purchased was now going to take another 5 days to return to me. When I emailed the Cheif Executive of Dunelm to express my disgust and explain my situation with regard to my disability and not bed to sleep on I was offered a 20% discount. However, to obtain the discount Dunelm required me to purchase another bed base from them, wait another month for delivery (if your lucky enough for it to turn up) and then after it was delivery they would give me a discount! After explaining to the uneducated imbecile that made this offer that my disability did not allow me to sleep on a promise of a discount I politely refused their pathetic offer, an offer that I doubt very much would have ever materialised and if it did I am expected to sleep on my sofa until it does!! Dunelm were not at all concerned that they had caused me to be left without a bed to sleep in! Thankfully a local furniture company, after hearing about my situation, immediately pulled out all the stops and arranged for a temporary bed to be delivered to me the next day until they can get me the bed base I want.... Now that is customer service! Dunelm will never see a penny of my money again and I will advise anyone to do the same.”

Helpful Report

Posted 5 years ago

“We were in Dunelm Mill at Lancaster and went to the toilet area to find that they were not in operation, they want the custom but not prepared to open the facilities which are there doing nothing! Don't deserve the business, think about your customers not just the money!”

Helpful Report

Posted 5 years ago

“Terrible service when returning inferior goods (deckchair) for the second time. Was €29 offered £3, a joke. Contacted customer services and head office only to say they were busy and will get back to me which was months ago. Has no relpy. Very say way to treat customers spending money in their stores. Wont shop there again.”

Helpful Report

Posted 5 years ago

“Abysmal customer service - DON'T ORDER ANYTHING ONLINE. Dunelm list items as available online when they're not. They telephone to give a postponed delivery date which doesn't materialise. No further communications, just automated emails advising "To confirm, your order 4005154101 is still on track to be with you by 02/07/2020" - sent after 02 July 2020! There is no real-time customer support or telephone communication available. All due to Covid-19 of course. RUBBISH. An appalling customer experience - a frustrating waste of time from a company that has no empathy with the diabolical customer experience it provides.”

Helpful Report

Posted 5 years ago

“I rejected a mattress delivery and driver took it back. I have asked for a refund but as yet it hasn't appeared . This is at least 3 weeks ago and I can't get my refund. Unhelm said it was the suppliers responsibility”

Helpful Report

Posted 5 years ago

“We made a substantial order for bedding, curtains etc Then once order was submitted and paid we were informed it would take a month to be delivered ... annoying but ok we will wait. 6 weeks later only received half the order. 2 investigations which take 72 hours allegedly.. nothing to report I have emailed every day , no reply I have been to store, they can’t help This story is the same as so many others on here. They hide behind covid as an excuse. Will never order from them again.”

Helpful Report

Posted 5 years ago

“Complete garbage, service for online delivery is shocking, Dunelm website states items are in stock but there not, I've been waiting over 5 weeks now for my order and still no correspondence from customer service, Dunelm should be embarrassed by the service they provide”

Helpful Report

Posted 5 years ago

“Ordered item yesterday for click and collect was ready in Bromborough store 2hrs later. All staff polite and proffesional. Health and safety FOREMOST! With current covid 19 legislation. Went on to purchase other items., sourced with the help of George ..Lovely place to shop VIP treatment. Beautiful items at bargain price !”

Helpful Report

Posted 5 years ago

“My recommendation is not to order anything online as Dunelm's systems are chaos. I had to cancel recent order after waiting over a month. Their help centre has no idea what it going on with regards to deliveries etc. They just tell you a load of standard rubbish and try to blame it on Covid. They should never have taken orders in the 1st instance if they knew it would take months to deliver, with their help desk providing incorrect information. They also want a month to refund monies…. why so long a time period to refund….. O well!!! Competitor of theirs is now delivering same tomorrow after 1 day’s wait”

Helpful Report

Posted 5 years ago

“Ordered Duvet and pillow cases, package arrived delivered by Hermes, clearly had been torn and sealed back with tape. Opened to find all pillow cases missing. Unable to telephone Dunel, e mailed got auto reply saying 5 day response, had reply very brief saying we will contact courier and get back to you. Still no reply, no offer of refund or replacement. I have used Dunelm a lot in the past but think they have lost a good customer now.”

Helpful Report

Posted 5 years ago

“Today I purchased net curtains and both ladies at the net curtain dept provider an excellent service and even spoke to my husband about the measurements he sent in with !! Very helpful”

Helpful Report

Posted 5 years ago

“Loaded trolley with £400 worth of curtains, but they will not include tie backs - Asked store manager where the matching tie backs are. "We can't find any" was the reply. "People seem to steal them". For heavens sake, why can't you include tie backs in the curtain packet like you used to?”

Helpful Report

Posted 5 years ago

“Customer Service clearly not a priority. Non delivered item, no phone access, no email response. Is the senior director in charge up to the job ? Another lost customer.”

Helpful Report

Posted 5 years ago

“Be aware! Do not order online from dunelm, disgusting, shocking service, Waiting 6weeks for a delivery and still not arrived, they won’t even reply to emails, Shop somewhere else and don’t get caught like me !”

Helpful Report

Posted 5 years ago

“Will not buy 100% cotton duvet covers again. They wash and iron ok but crease up very badly on the bed and do not look nice I will not be using it again it is a waste of money. Having said that the 50+50% duvets are excellent and everything I have ever bought from Dunelm has been good. Please don't sell these items they are not worthy not you. Beryl Hood”

Helpful Report

Posted 5 years ago

“I purchased a bed on the 15th of June. Delivery date given was 15th of July. Received several updates about my order, including a few yesterday to confirm the delivery today. Like an idiot, I cleared the room and dumped my old bed!! Waited for the text message I was promised this morning with a time slot. I got a text alright...."Sorry we are unable to deliver your order due to a problem with our network. We will contact you in 48 hours" I contacted customer service. Apparently the courier only got part of my order!!. Do you want a refund or shall I raise another order. Simple question.. How long will it take to deliver if you raise another order? their reply. Can you just confirm if you want a refund or raise another order. I have no words. Why did I not read the customer reviews first. Still no further forward.... .Is this a genuine company? Why do they get away with it? What is the point of the Consumer Right Act”

Helpful Report

Posted 5 years ago

“Used the Click and Collect twice recently after seeing reviews on delivery. Ordered a roller blind and a throw. Both very nice products, excellent information on pick up times etc and contact free collection outside of Taunton store. Very good service from friendly staff.”

Helpful Report

Posted 5 years ago

Dunelm is rated 2.3 based on 1,124 reviews