Dunelm Reviews

Name: Dunelm
Rating: 2.25

2.3 Rating 1,112 Reviews

30 %

of reviewers recommend Dunelm

Company Reviews

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Metrics

2.3

Based on 1,112 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

“Absolute disgrace!! Ordered a new Camille king bedstead half of it missing and the other half smashed to bits. Rust on the frame work also damage to it. Absolute joke of a company. Stay well clear! Only choose a one star as it the lowest rating you can give it or it wouldn’t even get that.”

Helpful Report

Posted 5 years ago

“Given 2 dates for delivery, only after I called was told it was cancelled as they didn't have the item. Now waiting for refund, refused to let me speak to manager. Don't order from these people”

Helpful Report

Posted 5 years ago

“We ordered and paid for furniture online, paying extra for Express next day delivery. Over a week later and we are still waiting for the furniture to be delivered. My 85 year old mother has been promised EVERY SINGLE DAY via email that it would be delivered that day, cancelling all her plans, and it has STILL not been delivered. There is NO accountability and NO managers ever available when you call. An absolutely atrocious experience from start to finish. We will NEVER shop at Dunelm again. Absolutely disgusting experience ... they do not care for their customers at all.”

Helpful Report

Posted 5 years ago

“Bought a Dunelm brand kettle a year and half ago. Now the filter has worn out and unlike other brands it is not possible to buy the part, which only costs about 3-4 pounds. The option is now to possibly throw away a good kettle all because of a part. Called customer service and they said to contact the branch where it was bought from. The branch said to call customer services. Very frustrating. Don't buy Dunelm branded items? I also bought a microwave from them and the lights gone and now wondering if they'd sell the parts for that as well. It's ridiculous to sell own brand things and not to provide common parts replacement.”

Helpful Report

Posted 5 years ago

“Trying to get a refund from them is a nightmare. Customer service are so unhelpful. Will not be shopping with them again”

Helpful Report

Posted 5 years ago

“Mattress arrived plastic covering filthy, covered in a black dust. Stitching around mattress is appalling. I am still waiting for someone from customer services to contact me. Terrible service”

Helpful Report

Posted 5 years ago

“Poor. Very poor. Ordered a bed and was quoted a delivery date, then it was delayed. Then delayed again so cancelled the order. Absolute waste of time”

Helpful Report

Posted 5 years ago

“I purchased a sofa and chair from Dunelm. When it arrived the workmanship was diabolical so I sent it back. I do have Photos to verify this. Unfortunately my front door was damaged by the Couriers. Since March I have been trying to resolve this issue but they now no longer respond to my emails although they claim to respond to queries within 72 hours. They are totally disrespectful of their customers and not interested in resolving complaints. Any respectable company would value their customers but Dunelm give a very shoddy service. I could not recommend this company to anybody.”

Helpful Report

Posted 5 years ago

“Rude and very unhelpful”

Helpful Report

Posted 5 years ago

“I went to Dunelm staples corner retail… I went to Dunelm staples corner retail center, for blind. So the guy showed the available products and samples. I went for something simple and it was reasonable price. We booked a day for someone to come to do the measurement. To my surprise, the guy that was supposed to come did not show up and NO communication from Dunelm to inform or even apologize. After chasing them to understand the situation, they sent me an email 2h after the appointment to inform me that the appointment has been cancelled due to traffic and the next available appointment is in September (a joke). The disrespect their clients, poor communication, and they lost £1000 business. Very unprofessional, do not go with them. I used Blindshop instead. They are very professional.”

Helpful Report

Posted 5 years ago

“First of all your driver delivers to the wrong address which he justifies by telling me I shouldn't live in a such an awkward place! Another delivery was scheduled for today but at 2pm I was advised my delivery wasn't coming and would now be coming tomorrow???”

Helpful Report

Posted 5 years ago

“Payed for goods and payed for delivery and now saying can not deliver and they will contact us in 24 to 48 hrs what a joke we put a note on request delivery for a Monday so we didn’t need to use a holiday from work and they rang us saying Tuesday is there only delivery they can do so we use a holiday from work and now they say they can’t deliver”

Helpful Report

Posted 5 years ago

“ordered a bed and mattress from dunelm mills last weekend, the original text saying delivery was for weds as I was working I rearranged for Friday, and took the day off work, by 3.00 I rang to see if there was any time update, to be told it wasnt even on the van and the earliest would be Monday, as I had already taken Friday off there was no way I could take another day off, so I had to cancel.. I am absolutely disgusted by the fact that there is no communication to let customers know what is happening. the customer service is very, very poor and they really dont seem to care how bad it is. I personally would never use dunelm again they are unreliable and not at all helpful.”

Helpful Report

Posted 5 years ago

“I had a lovely bedside table delivered. Unfortunately, it was badly damaged on the front so I managed to book a slot for collection by the courier to pick it up, however it wasn’t picked up the first time or the second time. It has now been suggested that I return it to store, but I do not live near the store and it is a large item to put in my car. Disgusting that you expect people to wait in a total of 24 hours now and do not appreciate the inconvenience involved in bad service.”

Helpful Report

Posted 5 years ago

“I had a home delivery of two lamps one of them was broken due to poor packaging so I returned them to the Norwich store. I was refunded within 48 hours but wasn't refunded the delivery charge!”

Helpful Report

Posted 5 years ago

“I'm usually very happy with the staff at Dunhelm but tonight's experience was not good, hence the review! I was served by 'Ruth' Ascot Drive Derby and she was very patronising and arrogant when I asked if a 'Non-Iron Pleated Divan' was in fact a Valance Sheet...she told me "NO!" its something to go round the bottom of your mattress base and 'it's not a sheet!!!' I get home to find 'YES' it is a sheet!! Don't work in Customer Service if you don't like customers I say!!”

Helpful Report

Posted 5 years ago

“I have been a customer of Dumhelm for many years now and have always been more than happy with the staff. In fact there is a review I did a couple of years ago praising a member of staff. Also a more recent visit in April this year to buy a rug - a young man helped me with the rug and couldn't be more helpful, putting it in the car for me! That was until tonight.....I called in to get a Valance sheet - I picked up what I believed to be just that but it was called 'Pleated Divan Trim.' I took it to the till and asked the assistant 'Ruth' if it was a Valance sheet...she addressed me in a rather patronising manner, informing me 'NO" it was what it said 'A trim to go round the base of a bed!' I agreed to take it as no other help or explanation was forthcoming.... I then get home to find it is a 'Valance Sheet!' If I visit the store again I will not be going to that cashier. If you do not like people/customers' then do another job where you do not speak to people....”

Helpful Report

Posted 5 years ago

“I have just put a review on your website saying how I was refused to purchase a hoover at Lancvaster as it was the last one, and have just checked to see the stock at the same store and it says you can collect it in the next 3 hours, I think that says it all about who knows what they are doing!”

Helpful Report

Posted 6 years ago

“Went to our local Dunelm at Lancaster, picked up a lightweight hoover at £55, but it was the only one on the shelf, so took it to the counter to be told it was not for sale as it was the only one left! Asked why could not have it as it presented itself for sale. Told can't sell it, until we get some more. When is that, maybe Monday, so I have to come back to find out! Told the manager to forget it! What a load of rubbish, so you don't want my £55, is that how you do business?”

Helpful Report

Posted 6 years ago

“I have been very disappointed at the customer service at Dunelm, Staiton. I recently selected a light coloured fabric with thermal lining for your made to measure curtains. The sales assistant did not make it clear to me that the thermal lining would completely alter the colour from an ivory shade to a warm yellow tone which clashes with my colour scheme. I have unfortunately ordered two sets of curtains with light coloured fabric and thermal lining. The only way I could think of improving the look (other than cutting out the entire lining) was to order tie backs. After having already spent £1,267.85 on these two sets of curtains, I was asked to return to the store to pay a further £67.80 for tie-backs. I had expected Dunelm to provide tie-backs for free after failing to make it clear that the thermal linings would COMPLETELY ALTER THE APPEARANCE OF THE FABRIC (IN PARTICULAR WITH LIGHT COLOURED MATERIAL). Your terms and conditions currently state: LINING CAN AFFECT THE APPEARANCE OF YOUR FABRIC Had I been made aware, I would have chosen a cotton lining.”

Helpful Report

Posted 6 years ago

Dunelm is rated 2.3 based on 1,112 reviews