Dunelm Reviews

Name: Dunelm
Rating: 2.26

2.3 Rating 1,131 Reviews

30 %

of reviewers recommend Dunelm

Company Reviews

Questions

Metrics

2.3

Based on 1,131 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

Visit Website

Write Your review

Tell us how Dunelm made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

Whats your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

“Horrible experience at Dunelm Catford and this is even before placing an order with them. We were supposed to get a surveyor to come and measure the windows of our new apartment. Having confirmed the same and take time off work to get it all done, no body turns up. This is in-spite of re-confirming with the lady at the store and trying to call the store most of the morning, but no body picks the phone up. My husband had a to take a day off to get this done and at the end of the day his time was wasted. If you cant do it and cater to your customers then just say No, but dont leave your customers hanging”

Helpful Report

Posted 7 years ago

“I bought a shark quilt cover for my grandsons birthday at the beginning of August. It will have to be returned as it's now coming apart at the seams. Ok it wasn't expensive, but why not charge a little bit more for a better quality product?”

Helpful Report

Posted 7 years ago

“Absolutely fuming!!!!!!! We brought the detroit table and chair set from you 2 years ago for £400, not a cheap set. In July whilst a group of children were sat around the table eating the table exploded beneath them!!! We contacted you straight away and were told that it was passed over to your customer service team. We've received a phone call from said customer service today advising us that they can do nothing!!!! As it general wear and tear!!!! So you expect all your tables to exploded after 2 years do you??? In my opinion general wear and tear would be scratches, chips in the glass etc not glass exploding!!! We were very lucky to escape any serious injuries. The table was obviously not fit for purpose and I think you'll discover that if we involve the ombudsmen or watchdog they would agree, as we have already discuss this with them and they expect products such as garden tables etc to service their purpose for at least 6 years. We are not even half way there yet. I have attached a picture of what was left of the table after it exploded, as the priority was get the the glass clean up before any more injuries were caused.”

Helpful Report

Posted 7 years ago

“On August 1st 2018 I ordered a mattress from Dunelm and opted to keep track of progress. I received information that the mattress was duly despatched and delivery date set for August 3rd. Later on that date I was informed by text that there was a problem with the network and that the mattress would not be delivered. Later on, I received a phone call telling me the mattress was faulty and to be returned. If I wanted to continue with the order, I was to contact an email address and inform them to set up a new delivery date. On doing this I was informed there was a 72 hour period in which messages would be dealt with. At this point, there was no urgency as I had a week in hand. A new date was set for August 12th after which I received another email changing the date to August 15th.with delivery between 2:00 and 6:00pm. Having no indication of any further delays, I remained in the house from midmorning onwards. Then at 5:50, I received a phone call informing me the van had broken down one hour away from my home and that delivery would be not be today so I had to ring to arrange another delivery date. Needless to say that at 5:55pm no one responded to my call. On August 16th, 9:00am I called for information, I was told they could not give me a delivery time, nor could they cancel the order or return my £200+ which they had now held for over two weeks and for which I had received nothing but inconvenience and aggravation. I am still awaiting any information at all regarding delivery since neither Dunelm nor the couriers have contacted me. It is an utter shambles and an experience I will not repeat. Buyer beware.”

Helpful Report

Posted 7 years ago

“dunelm use yodel for delivery- which means you're lucky if you get the delivery at all. A let down”

Helpful Report

Posted 7 years ago

“Ordered two suitcases which never arrived still waiting for refund & they are still taking orders for them will never use again shame on you Dunelm”

Helpful Report

Posted 7 years ago

“Absolutely shocking customer service! Will never use them again!”

Helpful Report

Posted 7 years ago

“Used to work for them and in my experience they seem more inclined to want to be relationship counsellors than customer service reps. Probably why i was fired because I was actually dealing with customer queries rather than ask a customer how was their day!”

Helpful Report

Posted 7 years ago

“ordered two chairs and paid with credit card. They told me they were unobtainable and that a refund was coming. No refund has appeared. I am going to the Office of Fair Trading. Apparently Dunelm is famous for things like this.”

Helpful Report

Posted 7 years ago

“Went into store in Lincoln at 5.40pm and was trying to choose new curtains but unfortunately was unable to think due to staff keep announcing store will be closing 3 times then finally beings told to go to check out as store will be closing in 5 minutes from a rude member of staff! Fine if you don’t want our money we will go somewhere else!”

Helpful Report

Posted 7 years ago

“Bought a cupboard with badly fitting drawers should have sent it back but liked it , as the drawers were difficult to pull out and put back in one of the handles snapped in half . It was just over 12 months old and dunelm not interested in sending out a handle . I bought one but it was the wrong size for the unit , so for the price of a cheap handle they are happy to fob you off that is customer service for you non existent .”

Helpful Report

Posted 7 years ago

“After paying for a furniture delivery on a chosen date they did not deliver. I tried to contact them all day but was on hold for ages most likely on a high call charge rate. When I finally got through I was told it was on progress and would not be delivered and offered me a week later. Rubbish customer service. Unprofessional. I stayed in all day and changed plans for nothing. Won't shop there again.”

Helpful Report

Posted 7 years ago

“customer service an absolute joke 2 phone calls 25 minuets each regarding my problem, just kept being told out of warranty therefore nothing could be done as garden furniture is only used a few months a year , you would expect it to last longer only purchased April 2017 at £400 ,couldn’t even give me suppliers details to try and buy a replacement. will never shop in Dunelm again.”

Helpful Report

Posted 7 years ago

“I bought a futon costing over £400. Some of the bolts and inserts are missing. The bed is very unstable and dangerous to sleep on. I have guests coming and despite 3 emails and a phone call I have not received the missing fastenings. The phone service is a joke. I have asked for a refund with my rights under the sales of goods act. No reply. Shocking customer service. Unless they improve they will soon have no customers to serve. I will not buy from here again.”

Helpful Report

Posted 7 years ago

“That's one star way too many; where is the minus button..!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!The Absolute DEBARCLE that is DUNHELM!!!!!!......I am furious; I have been given the run around by this so called company for the last 2 months. How difficult can it be to have a house fitted with wooden venetian blinds that actually fit or indeed the wood is not damaged? There are so many issues with the way this company conducts business that I will NEVER step in the store again. In having ordered the blinds with the so called assistance of a member of staff, was left with a 2 month wait (not 10 days as originally promised). I made endless unanswered phone calls to the store, (dread to think what my phone bill will be) numerous visits and the impression that members of staff did not know what the other was doing. Admittedly the order was reduced by 20% due to the fact that once the goods arrived in store there was no available fitting date (another 2 week wait). I have received a number of voicemails and then a call from the store manager full of apologies for the fact that I should never have been able to order from the store as there is no consultant! (I really do not think this is my problem). Apparently the nearest store to where I live is Rotherham or Sheffield. I explained to the manager that if the blinds ordered did not fit any one of the windows, I did not want any of them fitting as I was so fed up by this point. When I did finally get a date for the blinds fitting, I took a holiday day off work and waited in. The fitter arrived and duly announced that he thought that they would not fit and promptly rang the store. I followed him to the store and watched him explain to the member of staff who originally ordered the blinds and there was a long 5 minute silence as they tried to ascertain what had gone wrong. It soon became apparent that they were looking for someone to blame for the whole ridiculous episode. I have to add here that NOT ONCE!!!! did they make any attempt to apologise for the whole sorry mess. I asked to speak with the store manager and was presented with the assistant store manager who again did NOT APOLOGISE! But suggested that we keep the offending blinds as they would only be put in the skip (useless to anyone else) and that they don’t quite understand what their team is doing! In thinking that I may be able to salvage something from this whole debarcle, I opened the boxes to the other blinds only to find that the wooden slat was split the whole way across the bottom. I hasten to say that I was given a full refund….however the lovely wooden venetian blinds that I ordered are now lying in the skip at the back of the store and I still have NO BLINDS…..2 months after ordering I am now back at square 1 feeling extremely disappointed and disgusted with the ramshackle service that this company deems suitable in terms of so called excellent customer service. I have tried to rate this service, however there is not minus 100% button and I would advise people to not attempt to touch with a 10ft barge pole…my fingers feel truly burned and I have totally lost my faith in this company…it’s a good job that I am not a secret shopper!!!!!!!!”

Helpful Report

Posted 7 years ago

“Delivery service a waste of time! Paid 9.95 to get delivered on a Saturday. Never turned up and been told it will take 72hrs for an investigation then will be redeliverd at a time which suits them not me”

Helpful Report

Posted 7 years ago

“ut I don’t want to cancel, I want my furniture that I had paid for! I have now waited in the house all day on a beautiful Saturday to be told that they don’t know what has happened and I will find out next week. I asked if they would compensate me for their mistake and got told they would give me a good will gesture when everything was investigated. Again offered nothing until next week. I would never buy anything again from Dunelm and would suggest others don’t! They claim to have a fast and efficient delivery service but cannot even get in touch with the courier service which Julie told me was their own to find out what is happening with my delivery! I will wait to see what the goodwill gesture is before cancelling my order but I cannot see it being enough to pay for a wasted Saturday when it is 20oC outside!Andrew”

Helpful Report

Posted 7 years ago

“I ordered a flat pack wardrobe, it arrived with vital parts missing, one week later having called everyday I am still with a wardrobe that is unfit for purpose and still not sure when the spare parts are arriving. Dunelm are unable to tell me who the courier is, when it will arrive and have no power over ensuring delivery. Moving home has never been more stressful. Thanks Dunelm”

Helpful Report

Posted 7 years ago

“Garden furniture uses foam which stays wet for days. Useless as outdoor furniture!”

Helpful Report

Posted 7 years ago

“The blind I ordered has never arrived the customer services department refused to contact the carrier or give me a refund”

Helpful Report

Posted 7 years ago

Dunelm is rated 2.3 based on 1,131 reviews