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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 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Visited Warrington store, when I got home found I,d been overcharged, contacted store to be told the price on the shelf wrong, and to contact Customer services for a refund. Again, no refund was offered unless I could prove I'd been overcharged! I gave the item number, time of visit and name of store staff who admitted the incorrect pricing. Unprepared to check their own system, but expected me to jump through hoops. Don't think I,ll be visiting Dunelm again.! In question below "How easy was it to get a refund?" no option for "Virtually impossible"I”

Posted 4 years ago

“Wrong item sent and it took almost 10 minutes to get through to customer services on phone. Have to go out to send item back. Waste of time and poor service”

Posted 5 years ago

“Duleum Leicester! The service from day one was terrible, I sent an email how disappointed I was. The only reason I went forward with there service as they was the only shop that had crushed velvet I liked. We spent alot of money on blinds in one room, and paid additional service to have them fitted. And they fell off within hours. My husband had to put them back up however he could. And they could only come out over a week later. It has been over a week now, since someone has been out and corrected the problem. Noone has contacted us to apologise, even tho the blinds fallen caused damage. I usually never send emails or write a review, so this shows how annoyed I am with there service.”

Posted 5 years ago

“I had a bad experience with Dunelm. I ordered a bed and delivery suppose to be 3-5 days. On day 3 I got a message head board from my bed is missing and they have to wait for delivery so my home delivery will be delayed. Two days after they said they they booked my delivery in the next... 7days!! Two days aftet that called be again saying my delivery was moved even further away!!! I cannot deal with companies like this. They wasted 2 weeks of my time and offered 10% off the next order and a good will...I don't think I will buy anything off them again. they also messed my sister's sofa delivery which came without legs so she had to wait one more week for it to come. Luckily she got £80 compensation for it.”

Posted 5 years ago

“We found exactly what we were looking for in the Nottingham store at a reasonable price (on 28/3/19). However, I was very disappointed by the attitude of the assistant who "served" us. She continued laughing and joking with her colleagues, while paying minimal attention to us.”

Posted 5 years ago

“Reserved a pan set on click and collect. Had an email stating the reservation and not to collect until i have received notification its ready. After 5 days i still had no notification, so had to get hold of customer services for them to tell me dunelm canceled the reservation because of stock!... they could have notified me of this! Now i cant get the pan set anywhere”

Posted 5 years ago

“Dear Sirs Attended your Bournemouth store to collect an item that was shown in stock. When I arrived there was nothing on display, the position was empty. I tried to find a member of staff but the two I located were deep in discussions with other customers and after about 15 minutes I decided to leave and order the item on the web and call to collect it another time. As it was shown in stock I reserved it and received an e mail to say I could collect it after 3 hours but please wait for a text message to confirm. I never received any notification as stated so some 4 days later I sent an e mail to customer services asking for someone to confirm some sort of delivery date. Received an auto reply stating replies might take up to 72 hours To date some 8 days later I haven't even received a reply to that! Poor service all round...I seem to remember I had a similar experience last year when I tried to order something else. This doesn't appear to be an isolated matter.”

Posted 5 years ago

“Oh dear. If they could get it wrong, then unfortunately they did. We bought a new mattress for our new bed when moving to a new property. The latest delivery time was still perfect as it was to be before we moved in. The day before we moved in, still no mattress so next day I phoned to ask where it was to be told it would be another week. When I told the customer service guy it wasn't acceptable as we had no bed to sleep on he said sorry but nothing I can do to speed it up. They blamed the delivery company but offered me a good will refund for the delay. Not happy having to sleep on the floor for a week, but I was promised it would be delivered the following Thursday and this was confirmed by the delivery company he told me. The delivery company phoned on the Wednesday to arrange delivery for the Saturday and I said no, and it had been promised for the Thursday, to be told that Dunelm only processed the order to them 2 days previous, which was 10 days after I bought and paid for it!!!! Eventually it was sorted so that delivery did take place on the Thursday, however 1 week after being promised the refund, still nothing although told it would take 3 days. So another phone call and astonishingly, the refund hadn't been processed. The 2 stars is for the mattress as it so far seems good, but nothing I am afraid for the customer service and delivery. If it wasn't for me doing all the chasing then I doubt the mattress would have been delivered yet.”

Posted 5 years ago

“Usually love shopping in Dunhelm. Wanted a new sofa and chair so searched their website which is absolute rubbish, unable to negotiate round the site as screen freezes at certain information. So I ordered in store and whilst the staff were very good it took them ages to negotiate the site and place the order as well. Suite ordered, due Dec 1st. No communication. Several calls to Customer Service and an in store visit. Fobbed off several times by them, very upsetting at this time of year and have to keep on to them to get any satisfaction. Having read previous reviews about failure to deliver and receiving damaged goods I was not confident. Through sheer persistence I have finally got my suite yesterday Dec 21st. Delivered by Panther who kept me in touch all the time via e.mail text and phone calls. I personally have had no problem with Panther. the delivery men were polite and helpful. Bad show Dunhelm, well done Panther!”

Posted 5 years ago

“Wanted to buy a cushion pad, they were all unwrapped, " no packaging" so looked a little grubby! People touching,falling on the floor, even taking them to the till where other items have been is never a good thing so I wanted to convey my thought via the very unfriendly cashier at your store in Oxford She told me very sternly when I asked her to pass my comments on the I Need to go online to complain, So I AM. It's little wonder the high streets dying when you get no customer service skills who seem it's all a terrible Inconvience , so I walked off and bought nothing, if I want a cushion pad I'll buy one online.”

Posted 5 years ago

“You guys seriously need to take a look at your online store. It's confusing when purchasing and confusing when paying. It is very frustrating. Items in the basket get taken out... takes several attempts using PayPal to pay...”

Posted 5 years ago

“Ordered 2 wooden blinds the same size but only 1 was delivered but the delivery note states 2 so who's got my blind £50 for 2 small blinds is a lot of money for me really need it as can't put 1 up without the other rang customer services straight away got to wait 72 hour before they can sort it out hope it turns up”

Posted 5 years ago

Good Morning Suzanne Thank you for leaving your feedback with us. It is indeed regrettable to read that you have only received part of your order. I can appreciate just how frustrating this is when you are having to chase the whereabouts of your order instead of us contacting you to see if you are happy to wait the allotted timescale. This certainly is not acceptable and isn't the level of service we wish to be providing to any of our customers. To assist you further, I have sent a private message to you. Kind regards Stuart.

Posted 5 years ago

“I ordered a sofa-bed from you on the 12th October. 10 days on, I am still waiting to be contacted by customer service for a delivery date. So I will wait a few more days before I ask for a full refund.”

Posted 5 years ago

Good Afternoon Brian. Thank you for taking the time to leave your review with us. Its in truly regretful to read that you have not received your order for the sofa bed. I can certainly understand the the frustration this may present. I would like to be of further assistance for you, in order to do so I have sent a private message to you. I look forward to hearing from you soon. Kind regards Stuart.

Posted 5 years ago

“Usually impressed with Dunelm have been in the past but really disappointed after waiting the 3-5 working days it's now 7 working days with no sign of the rest of my parcel can't even track it online which sounds as if its not even been sent and no response to my enquiry online even though I have been charged!”

Posted 5 years ago

Good Afternoon Sc505 Thank you for your reply and my apologies for the delay in my response. I am truly sorry to hear that you experienced a delay in receiving your order. It is never our intention to create delays for our customers. I do hope that you have now received your order, however if you still require assistance I have sent a private message to you. Kind regards Stuart.

Posted 5 years ago

Case reference:01056214 Good Afternoon I do hope that you have received your item and you are happy with your purchase. However if you are still awaiting the delivery, please reply with your order number confirming the name on the account, with billing address and email address used and can you please also include a preferable contact number. I look forward to hearing from you. Kind regards Stuart.

Posted 5 years ago

“I purchased some curtain linings as a kit but the number of fixings supplied was insufficient. The enquiry process was opaque and whilst eventually I did get supplied with sufficient rings after making a second journey and some phone calls, the staff on the phone and in store seemed indifferent and did not see it as a problem or any inconvenience to me.”

Posted 5 years ago

“Bought the new bedding called Laura 1 throw meduim size Kingsize quilts cover and and extra pillow slips (and its not cheap) ,Thought i would have a look to make sure that the smaller one fitted my bed and what a mess who ever machine it needs some glasses nothing was sewing properly I took it back , Staff were lovely about it they manage to get me one online that came a few days later and your never going to quess what was wrong with it Some of the throw had filling round the edges and nothing in the middle so that went back got my money back , II have just finnished decorating my room and gave the quilt cover a quick wash , put them on the line to dry and all I could see was uneven covers both of them if I put them on my bed my duvet cover would be all lumps and bumps . I was in tears , Will Dunelm at Kettering answer the telephone no sorry all our lines a busy at the moment I have 2 get 2 buses and and a long walk to the shop”

Posted 5 years ago

“Brought 2 pairs of curtains very poorly made not the same length finish on the corners very untidy don't hang very well poor quality for expensive curtains”

Posted 6 years ago

“Retail Assistant insisted she give me a credit voucher despite having a receipt for a gift purchased for Christmas. It was a day over and the weather had been bad, having snowed heavily and my closest branch is 20 miles away from where I live. Despite there being a notice at the till stating it was possible for a refund beyond the usual 28 days, I was told the notice shouldn't be there and issued me with said credit note. I requested to speak to the Manager who came and without any hesitation told the assistant to give me a cash refund so all was put right satisfactorily in the end but it took some getting there.”

Posted 6 years ago

“Poor quality and terrible customer service when you call them up, not interested in resolving issues”

Posted 6 years ago

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Dunelm is rated 2.3 based on 1,035 reviews