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

“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 6 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 6 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 6 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 6 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 6 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 6 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 6 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 6 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 6 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 6 years ago

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

Helpful Report

Posted 6 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

“Very poor customer service! Placed an order over 3 weeks ago and although I keep phoning and being promised a delivery date, the item still has not materialised. No apology given and the blame has been passed on to the courier service! One very disgruntled customer!”

Helpful Report

Posted 7 years ago

“Reserved an item online but the store did no actually have the item in stock despite the website's stock checker confirming stock availability.”

Helpful Report

Posted 7 years ago

“DO NOT ORDER THEIR FURNITURE FROM DUNELM EXTRA! I ordered 2 bedside tables and both came damaged ! ive waited 10 days for my replacement parts and they sent one random part which isnt from my bedside tables ! i ordered as well chest of drawers and it came damaged , they were trying to replace the item by sending another 2 chest of drawers one after another damaged as well ! it was a BOSTON range ! i would never buy again anything of dunelm extra website . quality below average and communication is awful! Stay away!”

Helpful Report

Posted 7 years ago

“Bought a mission storage bed for my daughter, and built it, but found that two of the six largest screws that hold the bed together were not there. Spent weeks phoning up trying to get theses two screws but eventually the third call handler told me it wasn’t possible! Not impressed! I did not want to take the bed apart and send it back just for two screws! I received £10 delivery fee back. All in all the bed is nice but dissatisfied that I can’t get the two screws!”

Helpful Report

Posted 7 years ago

“I wish I had read reviews before ordering online, I have never experienced such appalling customer service, Dunelm are great in store but do not order from them online: I ordered a sofa and paid for a selected day delivery (an extra £20) This was canceled by automated text on the morning of the delivery so I wasted a day off work, great. I didn't receive a call to explain, apologize or rebook, after waiting 2 days I resorted to calling them, after being on hold for over 20 minutes I was told they thought my sofa had been delivered and were unaware of any issue (despite the text message). Without apologizing they said they would speak to their couriers and call me back......... 4 days later no call back. They do not respond to any emails and are useless when you finally get through to them via phone call. Do yourself a favor and avoid at all cost. Looking at other reviews now, I am not the only one with such issues.”

Helpful Report

Posted 7 years ago

“I ordered 2 x so called hypoallergenic goose down duvets online. When they arrived I opened one and out flew feathers and down and it was very smelly. I put it on the banister thinking to air it, but soon my eyes were streaming and I was coughing so I put it in our spare room and shut the door. Luckily I have a heavy duty air cleaning machine and although I was ill for 3 days it did clean the air eventually. I complained the day after they arrived saying I was going to have my husband put the duvet in a bin liner, seal it and we would pack it in the enormous box they arrived in so that their courier could collect them. That was 2 weeks ago and I've heard nothing since even though I sent another very unhappy email this week. It's difficult to believe that this company is so careless with it's reputation.”

Helpful Report

Posted 7 years ago

“Over 3 weeks ago I seriously injured my finger on venitian coffee table sent emails but kept getting we will reply in 72 hours sent pictures of injury which they asked for made phone call and told they will be in touch within 72 hours but over week ago still no call too me . Think they are disgusting and I'm not letting this drop”

Helpful Report

Posted 7 years ago

“Ridiculous, not just bad... ridiculous. Ordered a bed in December, first delivery in January (wrong product), then second attempt 2-3 weeks later (this time they delivered incomplete product), then finally managed to deliver the correct and complete product another 2-3 weeks later and actually even managed to pick up the incorrect bed originally delivered. We complained a number of times during this time and were told there would be a goodwill gesture after we eventually receive the correct and complete product. Obviously, when we finally did receive the correct and complete product, nobody contacted us, so we chased Dunelm and were offered £100 cash or £115 vouchers. Picked vouchers but never received anything, so we sent another email, asking for confirmation it has actually been sent - no response. After a week sent another email - no response. After another week another email - no response. Tried calling the customer services number but it keeps cutting off before you can even click your way through the menu to an actual person. Sent another email today, again with zero response. This is unacceptable on so many levels. Ridiculous and absolutely horrendous experience, no communication from Dunelm unless you chase them 5 times which is when they send you one email and start ignoring you again. It would be great if someone contacted us to take our bank details as we really don't want the vouchers anymore - we will not be using Dunelm again... ever.”

Helpful Report

Posted 7 years ago

Dunelm is rated 2.3 based on 1,112 reviews