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

“paid £389 for mattress,after two weeks top buttons came loose leaving plastic rivet protruding,Phoned customer services who wanted photo,which was sent.Emailed four times ,message recived will contact you in 70 hours .Now two weeks no answers or emails,”

Helpful Report

Posted 6 years ago

“It’s not often I have a moan, but I can only say one thing about this Store. I will never enter it again in my life. My reason, I ordered for my wife who I must say is very ill and had been the week in question diagnosed with cancer, as a treat I thought I would order for her a new Bathrobe and a throw for when she has to go for treatment into hospital to make her feel more comfortable. As I was everyday in Hospital visiting her I decided to use the order online and collect within 2 days on the website saves posting and I drive by everyday.. I ordered the 2 articles on a Wednesday and as luck would have it my wife was discharged from hospital on the Friday as we where awaiting further development and treatment so she was in the meantime aloud to come home. I picked her up from Grantham Hospital and as she was dressed in only her pyjamas and dressing gown, she asked if she could have a Big Mac for on the way home, I got this in the drive through and thought as we are here and it’s only across the road I would pop into Dunelm and collect the 2 items I had ordered online on the Wednesday remember it was now Friday. Unfortunately this was the worst shopping experience of my life, I don’t normally get angry or loose my control but this was just horrendous and upsetting, I had my ill wife in the car. I went to the counter told the lady my name and what I was there for only to be told in a disinterested order that it’s been put back on the shelf I’m to late, when I argued the fact that it was only the 2nd day as per the internet order offer, it’s back on the shelves was the answer. Could you then at least help me and let me know where or could someone show me, reply again uninterested over there pointing in a direction of the hundreds of racks and stands. Great I thought, not wanting to give up I did attempt to find what I was looking for always worried about how long I had left my wife alone now, I then asked a younger member of staff who was filling the shelves where I might find the articles, again all I got back was it’s either over there or over there showing both ends of the store. I gave up in the end unfortunately and absolutely frustrated left the store with nothing. I notified the customer service email account and was firstly informed that the store manager from Grantham would soon be in touch, nothing, a week had gone by so I wrote another email only to receive an answer today telling me they will obviously be investigating internally and assure me my issue will be taken onboard to improve there services. Yeah right sure you will. Sorry folks but I’m in retail and can say for sure, The customers who I have the pleasure in dealing with are still king and I would always whatever time of day do my utmost to make sure every customer is fully satisfied with the service provided and if needed be there to rectify any issues. Remember without a customer you are nothing we as customers are your income, lt doesn’t take much. A very dissatisfied ex customer.”

Helpful Report

Posted 6 years ago

“Bought the so called super full forgarty pillow and I regret it, my neck and my back are aching. It claims it has form support it doesn’t have any form of support. The pillow is just a day old and I feel like throwing away”

Helpful Report

Posted 6 years ago

“Dunelm gangsters rude tell lies ordered York sofa paid £470 delivered same sofa same supplier £280 Wilco ordered my sofa Dunelm checked web error rang back straight away said was cancelled but 3 hours later item ready for despatch they like to hold your money long as possible they are going to deliver whatever even if it’s 350 miles don’t order with them get hassle”

Helpful Report

Posted 6 years ago

“I placed an order with Dunelm (first and last) 14 Nov. I was checking my bank account 15 Nov and noticed I had been charged twice. I contacted Dunelm customer services was told they would pass details to I.T and it could take 72hrs if they were busy, when I challenged this I was asked if I was sure that the other payment was not just pending. When I asked to speak to a manager I was told I didn't need to and that he wouldn't come to the phone anyway. I have been told that I need to wait on an e-mail from the I.T department telling me when the payment will be refunded. The advisor said the problem was with the payment gateway and not them. I would urge customers to check their accounts after placing an order as the Dunelm advisor said a double payment would only have been flagged if using PayPal.”

Helpful Report

Posted 6 years ago

“Ordered the Little Acorns 'Ava' nursery furniture set at half original price. Money came out then an email that it's no longer in stock. A week later it's still showing in stock so order again, order cancelled no stock and again a third time. The following week it's back up to full double price and suddenly it's in stock. Called to ask if they would honour original order, was told they would be in touch in a couple of days after finding stock in warehouse. No phone call so a week later I call again and there is no record of my enquiry. Customer service manager 'Sam' then offered me the explanation that it was old stock before and now I would be getting new stock but would be willing to give 20% off. False advertising to drum up interest in a product they had no intention of honouring at that price. Fraudulent and unprofessional.”

Helpful Report

Posted 6 years ago

“This is the second order that has gone wrong. Number 1, I ordered Two sets of curtains and paid for next day express delivery. I waited and waited but no show. I contacted Dunhelm customer services who after doing some searching told me my order had been suspended?!!! The money had been taken out of my account so why? I did get that order refunded and went to the store to purchase my curtains. Number 2, ok so I had a bad shopping experience but anyone can make a mistake so yesterday i ordered another set of curtains, this time for my lounge. Again I paid for next day EXPRESS delivery, that's a joke in its self. So I was up at 7am on my day off and I've waited and waited, again it's a no show, I contacted Dunhelm customer services a couple of times, chocolate teapot comes to mind!! So I contacted Hermes as I have a tracking number, they tell me my curtains are still with the retailer, I contacted customer services again spoke the a nice guy called Martin who told me Hermes have my curtains?!! Martin suggested if they don't turn up by 1 pm tomorrow to contact them again. I will have spent my Two days off chasing an order that should have been delivered today. Why can Next,Argos,Debenhams,John Lewis to name just a few get it right but Dunhelm can't.? I'm really frustrated and worried now that they might just rock up on Thursday when I'm in work!! No communication from Dunhelm at all, no email or txt telling me there's a problem, or expected delivery, nothing, a complete waste of time. I suppose it's serves me right for giving them a second chance!! 😡”

Helpful Report

Posted 6 years ago

“Ordered a single mattress for my 98 year old grandma so she can get home after hospital stay.. had email and phone call to tell me item had been dispatched night before. Day of delivery had email and text to say I will get a call one hour before delivery. 1pm a text saying can’t deliver item... phoned them and lost the plot . Terrible customer service phoned citizens advice and they had broke cusumer laws but still no help getting mattress for 98 year old who needed it. Cancelled order and got one from somewhere else , never been so angry 😡 will never order from them again”

Helpful Report

Posted 6 years ago

“Let me tell you a timeline of events... Sunday 21st October: Order a bed to be delivered on Wednesday, so I can put it together ready for the weekend Wednesday 24th October: Said bed arrives, broken. I call Dunelm, they tell me they won’t re-deliver a replacement until after the weekend. Don’t let me get a word in edgeways, refuse to let me speak to a manager or give me anyone’s names. In the end they agree to get someone to call me back the next day to amend the situation (the guy I’m speaking to said his hands are tied as he’s off on his holidays tomorrow - GOOD FOR YOU PAL!) Thursday 25th October: No phone call.... Friday 26th October: I call them. They tell me the bed is coming on Saturday. EXCUSE ME? I’m now not in on Saturday and no one bothered to contact me and tell me this. What if they’d actually tried to deliver? After lots of arguing, I give in to letting them deliver on Monday, even though I NEEDED the bed for the weekend. Monday 29th October: Wait in all day. Replacement bed arrives. BROKEN. AGAIN. Call to Dunelm. Apparently they won’t send me another bed until NEXT WEEK. Argue argue argue argue, they agree to redelivery on Friday, and will text with a delivery slot on Thursday. Thursday 1st November: No text or call with update from Dunelm regarding delivery tomorrow. I call them at 7pm, they tell me my bed isn’t coming until Monday 5th. When were they planning on bothering to tell me? I was planning to take the day off work AGAIN tomorrow to wait in for the delivery. Person assures me this is so the replacement can go through a proper quality check to ensure no damage to the bed and the box won’t be damaged. Friday 2nd November morning: Delivery company contact me. Apparently they want to collect my broken bed. Excuse me, this is news to me as I’m at work, and my next bed isn’t coming til Monday?! Friday 2nd November evening: I get a text and email from the courier with a delivery date of TUESDAY 6th?!?!?!?!?!?! Phone call to Dunelm - I’m now waiting on a call back from them tomorrow (which will probably never happen). And I will probably never get my sodding bed. Very fitting this happened over the Halloween period because this is the worst shopping horror story I’ve ever experienced. Incompetent, useless staff who have been trained only to say ‘I understand how you feel’ but don’t let you get a word in edgeways or actually have any ounce of empathy at all or any drive or actual clue how to solve a problem they’ve created. Goodbye money, goodbye bed, goodbye a once very keen Dunelm customer. This company is nothing but a shambles and a SCAM!”

Helpful Report

Posted 6 years ago

“DO NOT ORDER ITEMS ONLINE WITH DUNELM!!! If they are faulty it's so painful trying to return/replace them. I ordered 2 drawerer units online only to have the delivered to me in broken pieces. After several phonecalls and waiting for over 2 weeks for someone to pick the items up I am still stuck with the drawers despite the fact that Dunelm confirmed pick up dates. Phoned again today and the customer service rep I spoke to was awful and told me I have no choice but to keep waiting for the courier service to pick items up. Finally after demanding to speak to his supervisor my money has bern returned. Customer Service rep was extremely rude and unhelpful. Will not buy online from Dunelm again.”

Helpful Report

Posted 6 years ago

“Made to measure curtains faulty. Refused refund. Complained on another site about appalling customer service at Lincoln store. Only response to ask which store, clearly didn't read the review and received standard reply with no resolution”

Helpful Report

Posted 6 years ago

“NO CUSTOMER SERVICE IN THE BECKTON STORE STAY AWAY!!! 0N 20/10/2018 Spend thousands of pounds in the store over the years - lost my custom for GOOD FOR ONLY £10!!! I brought a mirror for £25 and when I opened it, it was damaged so I went back after 2 weeks after moving houses and had the receipt which I believe its 28days standard return polices applies so I took my time knowing im in that time frame - to my shook the team leader apparently…. Name: ( Sabeya ) which she has no say or POWER to do anything or say in matters lol said ok but pay £10 more as its gone up now! I stated its broken and damaged it’s not my fault why should I pay extra for now? - im not asking for a refund or exchange with something different it’s like for like exchange - worked in retail for 10yrs never heard of this as it’s a simple return exchange for same product she was really rude and didn’t want to listen so then had to bring out the so called assistant manager…. Name ( Tye )hiding at the back of the store office and he came out and said its gone up I can’t do nothing about this the tone and voice he said in was truly shocking what service is this ???? he didn’t seem bothered or showed no empathy at all , I knew he was in a rush to go back to his office and sit and have his coffee, so I phoned customer service on the phone as I had no faith in these 2 so called stuff members and found Morah on the phone 10x more helpful and listen !!! to what I said and she simple said its manager discretion he can do if he wants to and she see why not for £10, so I said to the lady to tell him that so she went back to the office and came so fast and said he said no – I didn’t want to waste anytime more time and just paid £10 to my disgust and wanted to get out from there asap there was no sorry by both off the members should not be in customer service if you don’t have any !!! this was the Beckon store stay away I go any other store would get treated badly !!!!”

Helpful Report

Posted 6 years ago

“The online ordering did not work correctly. Telephone to an agent was slow to answer, then after raising an account could not order and put through to another team, they said the made to measure ordering system was not working. In store the blind could be ordered at 3 times the online price, said a different contractor made them? Tried a few times before able to order on line. Blind delivered and it is under size by a few cms. Raised a contact request to speak to me, no response yet. Do not think Dunelm are a quality retailer!”

Helpful Report

Posted 6 years ago

“Ordered item via Topcashback. Tracked fine, but was declined. No explanation given for cancellation so raised a claim. Declined again as apparently item was not collected or it was refunded! How can they not know? Followed up on twitter to be told item is still showing as not collected and that they can't change it and therefore cannot help. Ridiculous excuse. Avoid.”

Helpful Report

Posted 6 years ago

Hello. Thank you for leaving your review with us today. Sadly we are a separate company from Topcashback. If you have an outstanding issue with them I would suggest speaking to them directly. Here at Dunelm we can assist with anything relating to your order itself and not regarding cash back claims. Kind regards Stuart,

Posted 6 years ago

“Hi I ordered a pair of curtains and a rug together on Friday 19 October. The curtains arrived on Monday 22 October. Happy about the delivery time. No idea when the rug will arrive... no information has been forthcoming.”

Helpful Report

Posted 6 years ago

Good Afternoon Jackie Thank you for leaving your review with us. I am so sorry to hear that you haven't received your rug as yet. I 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 loyal customers I have sent a private message to you requesting further information. Kind regards Stuart.

Posted 6 years ago

“Completely stupid, sent wrong sofa, didn’t realise until unpacked put it together. Spoke to. A lady called Lorraine Barbour who made me email pictures, never set up a delivery date, didn’t really understand what she had done so called again, spoke to a man called marco, he arranged delivery, again had to wait 5 days for it, your customer service attitude stinks, your very rude, and very unhelpful, I paid 760 pounds for a sofa and received a 500 pound one, had to take the day off work, and will have to take another one for the new delivery. For a massive company it’s discracfiul and you really need to fix up your customer service. I was told no compensation was offered and that was the end of convo. I have the cos email address, and will be getting in contact ASAP because of your Appaling service and most of all awful customer service and attitude!!!!!!”

Helpful Report

Posted 6 years ago

Hello Katie Thank you for making us aware of these issues that you have had. I am truly sorry to hear of these events, I realise that this has not proven to be a good experience for you and can assure you that this is not our usual standard of service. We aim to deliver an excellent level of customer service and I am sorry that we have failed on this occasion. We aim to provide all our customers with a high level of customer care and to hear that you have not received that on this occasion is indeed regrettable. I am also sorry to hear that your sofa was incorrect on arrival. If you wish to discuss this further, please reply to the private message I have sent to you. Kind regards Stuart.

Posted 6 years ago

Hello Katie If purchased on line, 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 soon. Kind regards Stuart.

Posted 6 years ago

“They don’t even deserve a single star ratings. I have had the worst experience. Ordered marble top side table online, received email out of stock and will be restocked in a week. So I waited for this item that wasn’t the issue. Delivery came I had nipped out after waiting all morning. Hermes Delivery driver rings me saying “im outside your house” wth why can’t u send me a text if you are on the way. I said I was 5 mins away but he wasn’t willing to wait. He said I will put the box behind your wheely bins. I came back home the box was huge and clearly wasn’t hidden behind the wheely bin and left upside down. It was clearly labelled fragile item and which way it should be up. Driver clearly ignored this and just dumped it and left. So I had to drag this box into my house. Finally got it in I wanted to check it was okay. After opening it and lifting the table out upside down I heard bits of marble falling onto the floor. So it was cracked and the side end gold was scratched. So I decided I didn’t want it and called dunelm to return item. After a ridiculous amount of waiting time on the call I finally get through. I explain everything to a girl called Lorraine. She’s listened and then apologised and said she would arrange delivery for Wednesday which was 4 days after I had to have this huge box in my hallway for that long. So I thought okay fine and asked her to book that. She emailed me asking to send pictures of the damaged item. I had to take this table out again and take pictures and then send them to her. I got no reply, then comes Tuesday I Still haven’t received email or text confirming this collection. So I ring again and wait to get through after 20 mins to be told she didn’t book anything. At this point I’m fuming. I spoke to Sam and she again apologised. Booked it this time for Thursday and this time she booked a bloody car. I need a bloody van to pick up this box. So once this car driver turned away saying I can’t get that in my car. I was on the bloody fone again for the millionth time. So this time no hello hi straight to the point I tell them I am fed up and they provide rubbish service. The man on the other side starts to get funny with me and giving me pathetic advice like you know you can take it into store to return Aswel. Errr!! Clearly I can’t so reason why I am having to deal with the likes of you lot. Cheeky git. It wouldn’t fit in my car otherwise I wouldn’t be wasting my breathe and time with you lot. So now he has rebooked for tomorrow which is Friday. So let’s see. I’m not holding my breathe this is going to go to plan either. Think I will have to book taxi in the end and go and bloody return in store and then they can pay for my taxi fare. Never again am I ordering anything from this store online which I can’t return myself.”

Helpful Report

Posted 6 years ago

Good Afternoon Jamil Thank you for taking the time to leave your feedback today. I am truly sorry to hear of these events, I realise that this has not proven to be a good experience for you and can assure you that this is not our usual standard of service. We aim to deliver an excellent level of customer service and I am sorry that we have failed on this occasion. We aim to provide all our customers with a high level of customer care and to hear that you have not received that on this occasion is indeed regrettable. I can certainly understand the disappointment caused by your recent experience. I have sent a private message to you with further details. Kind regards Stuart.

Posted 6 years ago

“If I could leave a 0 star I would. After ordering furniture and being contacted by delivery company to set up date. Sitting waiting i rang delivery company to be told will be here between 12.50pm - 13.50pm at 14.50pm I called them to be told sorry but your delivery hasnt been dispatched out it will be over a week before it arrives. I cleared out my broken furniture sent to the skip, which i still could have used as it was only broken on one side. I have a 3month old baby which I feed myself so now with no furniture because I received the phone call and email to say it will be delivered on this date. I have nothing to sit on to feed my baby. I'm so disappointed and upset as we have over a week to wait. We are also self building and I will not be using this company for anything. I think it's a bit rich that they won't even refund delivery cost. Absolutely ridiculous. Dosent even deserve 1 star!!!!”

Helpful Report

Posted 6 years ago

Dear Customer. Thank you for taking the time to leave your feedback with us. I do apologise for the service you received. Our main aim is to give each customer a perfect shopping experience I also 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. In order for me to assist you further, I have sent a private message to you. Kind regards Stuart.

Posted 6 years ago

“I wanted to give 0 stars but this was not an option. My son ordered a sofa online, we cancelled the order the next day but were told he could not have a refund until the sofa had been delivered, which was going to be a week away. We didn't want the sofa delivered we just wanted a refund. I had to wait in all day for the sofa I didn't want which never came until 7.00pm just to tell the delivery men I did not want the delivery, an absolute waste of time for both me and the delivery men, as we live in the country miles away from where they came from”

Helpful Report

Posted 6 years ago

Good Afternoon, Thank you for taking the time to leave your feedback with us. I am very sorry to hear that about your experience with this order. This certainly wasn't our intention and I can understand why you have contacted us. We aim to give each customer the highest standard of care and attention and I apologise that we have failed you on this occasion. I do hope this recent experience does not deter you from shopping with us in the future as your custom is very important to us. To discuss this case further I have sent a private message to you. Kind regards Ben

Posted 6 years ago

“If I could give no stars I would - Dunelm online made to measure blinds service is appalling! - they send through shoddy goods and when you request a remake they send the wrong colour! You are then asked to supply photos of the mistake they have made - even though they have on record that they have delivered the wrong colour you are basically accused of being a liar - whatever you do don’t speak to a Mark - he is the most obnoxious individual I have ever had the misfortune of speaking to - WILL NEVER ORDER FROM THEM AGAIN!”

Helpful Report

Posted 6 years ago

Good Afternoon Pauline. Thank you so much for making me aware of your issue. I am very sorry to hear that you experienced issues with your made to measure order. I can certainly understand your frustration with this situation. Customer satisfaction is our primary concern and we spend a great amount of time working with our teams to ensure that we are providing the highest quality products and services which our customers expect and deserve. It is therefore particularly disappointing to hear that we have failed to meet your expectation on this occasion. We care immensely about our customers and always strive to resolve any issues. As per our discussion earlier today I will call you back this evening with a resolution. Kind regards Stuart.

Posted 6 years ago

Dunelm is rated 2.3 based on 1,112 reviews