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Dunelm Reviews

2.3 Rating 1,035 Reviews

31 %

of reviewers recommend Dunelm

Company Reviews

2.3

Based on 1,035 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 3 star review on 13th December 2023

Dunelm 1 star review on 4th November 2023

Dunelm 1 star review on 4th November 2023

Dunelm 1 star review on 12th October 2023

Dunelm 1 star review on 6th May 2023

Dunelm 1 star review on 6th May 2023

Dunelm 1 star review on 10th April 2023

19

Anonymous

Anonymous // 01/01/2019

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

“Quality of item is very poor. Paid £175 for a futon which looks like a woodwork project. Rough-cut edges I’ve had to sand down and a mattress with buttons so large they leave impressions after a nights sleep. Won’t be buying from Dunelm again.”

Posted 7 months ago

“The company will take no responsibility if they have put an untrained person on the till, that can’t get the email address correct for the E-Receipt. Then when it’s time to take an item back that is very cheaply made in china and not fit for purpose, there are problems, especially if you want a refund! Why not set customers up with a verified email account instead? It would solve a lot of issues with staff getting emails wrong. I know other customers have had issues such as this at Dunelm Stores. It’s a Shambles, especially if your suppling unfit products.”

Posted 7 months ago

“I feel defrauded. I ordered a product online for click and collect and you took my money immediately. You now say you don’t have the product and will take 3-5 days to issue a refund. You therefore took my money on false pretences I certainly won’t be hurrying back - in the current economic environment you should be ashamed!”

Posted 7 months ago

“Sold a faulty blind in store After fitting the blind and closing it for the first time, there is an obvious fault in the fabric. Contacted online customer services only to be told to return to store within 28 days. With a 30+ mile round trip, cost of parking and an added disability that cannot happen. I expected better from a National company. Add me to the list of ex-customers.”

Posted 8 months ago

“Ordered 1 item, which should supposedly be available after 3 hrs. Ordered item Sunday 10/09 at 14:21. Nothing all morning the following day. Tracked order around 14:00 and at processing stage. Shortly after received a text telling me that something from my order was unavailable (bearing in mind I only ordered 1 item) and that I'd been sent an email with more info. So far no email. Very irritating as this item was in stock when I ordered it. Why is it not just on the shelf like other similar items?”

Posted 8 months ago

“Contacted chatline to change an order but they didn't contact the store for at least 2 days by then too late.”

Posted 8 months ago

“Ordered 2no sofas,terrible smell coming from cushions. Would not let me choose a different sofa until the ismelly ones were returned ,unless I paid up front for the new one.Very poor customer service. Please be aware that they only look after themselves.”

Posted 8 months ago

“Absolutly shocking customer service and….. I ordered a "Coffee nest of tables" online and it arrived but did not match as described. I contacted customer service and they agreed to collect the item for a return. The first pick up time was on 4/9/2023 yesterday between 2:30pm and 3:30pm. I waited in the front room of my house all afternoon, but no one came. I checked their online tracking service and they said that at 4:45pm it's late now and the pick up had been rescheduled for 5/9/2023 the next day between 12:30pm and 1:30pm. I waited in the front room of my house all morning and afternoon today, but again, no one came. I checked their service again and they said that the pick up driver had left a note saying that I had not wrapped the item properly. This is not true. I wrapped the item very carefully in bubble wrap and tape as it was. I now reported this issue and opened inquiry. I am very disappointed with the way Dunelm has handled this return. I have wasted two days sitting in my front room waiting for a pick up driver who never showed up. I am also concerned that Dunelm is making false statements about the condition of the item I am trying to return. I would not recommend Dunelm to anyone. Their customer service is terrible and their returns process is a nightmare. I am still waiting for my refund and I am not confident that I will ever get it. I would like to add that I have read other reviews online about Dunelm's poor returns policy. I am not the only one who has had a negative experience. I urge Dunelm to improve their customer service and returns process so that other customers do not have to go through the same thing.”

Posted 8 months ago

“I ordered a mattress from Dunelm. We couldn't really afford one at the time but our old one was completely done. When it arrived it was obvious from the start that it was massively faulty. Dunelm eventually sent out their "home serve" team to assess the mattress. The home serve associate said himself when he lay on the bed that it was definitely faulty. He ran. Other tests and then said he needed to call his boss outside. When he came in he started telling me there was no faulty and asked me to sign saying I agreed. I didn't sign. I have had no refund. Now me and my partner sleep in a horribly uncomfortable bed that we have to try and not roll out of.......it caused so much stress. I couldn't afford to buy take legal action. Dunelm should be ashamed. All I wanted was a straight replacement for a non faulty version. Not my money back”

Posted 8 months ago

“Awful!! Ordered a rug which should have been delivered Monday - Nothing. Emailed 3 times nk answer. So I arranged to go and collect the rug today from the DHL depot and turns out it isn’t even there!!!!It was a present as a replacement for my 96 year old mum who comes out of hospital tomorrow and has been wanting this new rug for years now it won’t be there whenshe gets home. Customer service completely disinterested and tell you something different everytime you speak to them. I told them that I would just go into a store tomorrow morning and but one and was told I would have to wait 21 days for my money to be refunded!!! What!! I have wasted a days annual leave and many hours on the phone to this company. Not what they used to be. Oh and some friendly advice, change your automated message because the woman’s voice sounds so miserable, rude and uninterested. Totally unprofessional use the Range instead”

Posted 9 months ago

“Delivery overdue so rescheduled but again no delivery. Unable to speak to anyone in Dunelm customer service unless through a faceless chat and even then response is "wait another 3 days'. Dunelm have taken the human factor out of customer service. Dunelm is now a faceless entity who hide behind an IT function. The worst experience i have had for poor customer service. Dunelm say Customer Service is a primary concern. With a score of 3.1 it is certainly a concern!!!”

Posted 9 months ago

“Over the last six weeks I have spent over £400 on bedding and lamps as we were decorating the bedrooms. When I came to open my new Dorma bedding, I found that one of the white pillowcases had been opened before and repacked. Unfortunately, it was a cream pillowcase that had been wrapped in white card inside the plastic and then displayed with the white bedding. Really didn’t think this would be an issue, I only wanted to exchange it for a white one the same as the others. WRONG! At first I was told that it had passed the return date, then I was told she would waive that. Then she said it had been opened. I explained again that that was why it was bought by mistake in the first place. The white card should have been inside the pillowcase not wrapped around it. They hadn’t even noticed when they put it out on the shelf. She said they don’t accept bedding back if it has been opened. They clearly do or where did the pillowcase come from. I wouldn’t usually make such a fuss, but this is their mistake not mine. I spend a lot of money at Dunelm but will never go in again unless this is resolved sensibly. I am not trying to get away with anything, if I was, I would have gone for more than a £14 pillowcase. I am actually offended that they didn’t sort this out immediately. It is ridiculous. Maybe stick with M&S in future…..a reputable company!”

Posted 9 months ago

“Failed next day delivery creating major inconvenience and delaying my project by 1 month as a result. Chat service totally unhelpful, they had the chance and opportunity to apologise just offering a little discount but discount denied, showing no customer care.”

Posted 10 months ago

“Ordered a mat from them to be delivered to a collection point. First wrong mat was,delivered, it had 2 different addresses on it. Contacted customer services who said they would arrange another delivery. Only found out collection point refused to accept that as it was too big. Contacted customer service again and said I wanted to cancel my order and get a refund. Well I am still waiting 5 weeks later. They know I did not receive the mat but said they would not refund me until it was returned to depot. This is theft by my reckoning. Take a customers money but fail to deliver the product. I will NEVER order anything from Dunelm again and will advise friends to avoid them unless you are prepared to throw money away!”

Posted 10 months ago

“Promise after promise of a delivery, still not appeared! Then laughably offered an online voucher as compensation! Really you can't delivery an order online now, it's taken over a week of back and forth, with it will be here by then etc... Disgusting customer service. Will never deal with Dunelm again. I would give no stars if I could.”

Posted 10 months ago

“The stiffening at the top of my Dunelm curtains is disintegrating and dropping large bits to the floor. Because I have had them over a year, there is nothing customer services can do. I now notice that another pair of Dunelm curtains (this time expensive velvet) are doing the same. Why are curtains being made with degradable interfacing . Will not buy curtains there again.”

Posted 10 months ago

“AWFUL CUSTOMER SERVICE. Product (roller blinds) faulty and when I called customer services, the representative could not have been more unhelpful, obstructive and rude. Complained in writing to CEO (no response!) and customer services (again) who are still being really unhelpful in resolving the issue. I have found them to be totally unprofessional and they have treated me with utter contempt. I will never use them again. Have now wasted an entire day on chasing this up. Useless company.”

Posted 11 months ago

“So disappointed So disappointed. Bought an expensive parasol last year, literally used it maybe 4-5 times at the end of last summer, got it out to use it today (it’s been in a protective case all year which I also bought from dunelm) and the string which is supposed to pull the umbrella has come away from the mechanism and is no longer working. We are literally out of guarantee by a few days and have been told there is ‘nothing they can do’ when we have literally used the item no more than five times and taken perfect care of it. Really shocked and disappointed. Feel like we have been had. It almost feels as though they build things for a years span?! Wouldn’t be so upset if we had at least got to use it frequently. Really won’t be bothering to buy anything from here again which is a shame but I just feel really let down. Customer service was also abysmal. ‘Michelle Jones’ refused to put me in touch with anyone else after I requested multiple times so I was unable to escalate it and will be making a formal complaint to their head office now instead.”

Posted 11 months ago

“I have never been treated so badly by any store I’ve ever been in as I have been treated by the Huddersfield store, what has happened to customer service??? I was returning a Dorma quilt cover that had been opened but not used, as I explained it was quite obvious from the foldings of the cover it was unused, I had opened it to see the bigger pattern not realising it was a ‘sticker seal’ I was refused a refund and now I have a cover costing over £100’ I don’t want!!! I asked to see the manager, who was no help and really could do with a course on customer relations, ‘Spencer’ was rude and I will never, ever but anything from Dunelm again.”

Posted 11 months ago

“Dunelm is the worst possible company for delivery. Constant meaningless emails stating the are sorting the problem which never materialized. Appalling service. Would never recommend delivery as Panther are useless”

Posted 11 months ago

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Dunelm is rated 2.3 based on 1,035 reviews