Dunelm Reviews

Name: Dunelm
Rating: 2.25

2.3 Rating 1,112 Reviews

30 %

of reviewers recommend Dunelm

Company Reviews

Questions

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

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)

What's 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

“I know that things at the moment are tough for companies but if you are prepared to continue selling online you should make sure your customer service is upto the task. You do not have a working phone line and sending messages via you online website does not get any type of response, also emailing you direct does not get a resonce. I order a roller blind which I later the same day I changed my mind as on the order confirmation it said it would take 6 weeks which was way too long to wait to be delivered, so have been trying to cancel the order without any luck and have not had a refund. I will not shop here again as never shopped anywhere where you cannot speak to someone or get a response to emails even with what is going on at the moment. I did get a blind from John Lewis which took 2 days to arrive and it was free delivery. Very happy with John Lewis. Maybe Dunelm should look at other companies and see just how bad their service is for online shopping and customer services. 3 weeks and still waiting for a refund so will contact my bank to request a chargeback.”

Helpful Report

Posted 5 years ago

“Parasol base which I ordered online arrived very badly damaged. Have rang ( no one to answer phones) filled the form in online, no response, numerous emails sent, no response. And god knows what’s happened to the Parasol that goes with it. Won’t be shopping at Dunelm again 😡”

Helpful Report

Posted 5 years ago

“The a seating cushioning of the £350 sofa we bought has collapsed within less than a year from the purchase. Dunelm has refused to help us further or even suggest any solutions. Do not waste your money. You can find something of better quality for the same money.”

Helpful Report

Posted 5 years ago

“The £300 sofa seating cushioning has completely collapsed after less than a year. Company has refused to help us or even suggest any solutions. Do not waste your money. You can find something of better quality for the same money,”

Helpful Report

Posted 5 years ago

“I brought Dorma Hungarian Goose Down 13.5 Tog Duvet White Kingsize online. Not a cheap purchase. I thought this would be a very warm quilt. However I'm extremely disappointed with the quality and warmth of this quilt. It is a very thin quilt. It does not keep me warm, especially the bottom half of the quilt from the waist down. If you want a warm and cosy quilt I WOULD NOT RECOMMEND THIS QUILT. PLEASE DON'T WASTE YOUR MONEY!!!”

Helpful Report

Posted 5 years ago

“Bought a super king size duvet cover. When I fitted it on bed it was 20 cm too short. Faulty, not fit for purpose. Checked the dunelm label. It clearly stated “superkingsize 220cm x 260 cm. “ that is the correct UK size. This one measured 200x260. Oldbury store refused refund. Don’t shop at Dunelm as they sell faulty goods and don’t put things right.”

Helpful Report

Posted 5 years ago

“Shut your doors and protect everybody do the right thing now like John Lewis,primark etc people will only respect companies that are closing now carry on trading you will lose lots of customers”

Helpful Report

Posted 5 years ago

“I cant beleave dunelm is still open what with covid 19 everywere , john lewis , primark and all other shops are closed apart from essential food shops, its so greedy of them they should be ashamed.”

Helpful Report

Posted 5 years ago

“One star because I can't give zero stars. Terrible customer service. Manager of Kirclady store (Angela) is rude, unprofessional, has a couldn't care less attitude, big ego, double standards,talks down to people and is generally not interested is helping customers at all! I have phoned customer services to make a complaint to be told there was nothing they could do. I have asked for the area manager to contact me. If you do indeed care about customers and their experience why haven't you bothered to make contact? It would appear that once you have customers money you don't want to know!”

Helpful Report

Posted 5 years ago

“Ordered a mattress on 20th Feb which didn’t arrive on delivery date for £179.95, chased customer services to be told they didn’t know what had happened to it and would investigate. Phoned customer services again next day who could not confirm if it would be delivered they had to contact the manufacturer, I agreed to a refund had asked if they could replace with an alternative as explained already had bed frame delivered they said no and agreed to refund in 3-5 days. Checked account 13 March had not been refunded contacted CS again who said it hadn’t been processed would ensure this was dealt with and would be emailed to confirm on 13th. Received no such email or refund . Contacted CS again on 16th to be told the same as on 13 th possibly may have refund by the end of the week but no apology ,no apparent complaint procedure in place. Feel totally frustrated and still don’t know when I will have my money back? Awful Service”

Helpful Report

Posted 5 years ago

“Ordered a bedspread online. Packing ripped on arrival. Opened the packaging to view bedspread, decided it was too big so went to the store to return it. After waiting 20 minutes to see the manager I was told it could not be returned because it was bedding. Unused and in original packaging and returned within 7 days. Would not refund. Their own company policy does not state that bedspreads can not be returned. In breach of their own policy. Pursuing under the Consumer Contracts Regulations. DO NOT PURCHASE ANY DUVET SETS, THROWS, PILLOWCASES OR OTHER SIMILAR ITEMS YOU WILL NOT GET A REFUND IF PACKAGING OPENED. £65 out of pocket. Will never shop here again.”

Helpful Report

Posted 5 years ago

“Hi I was in Dunhelm Plymouth. Asking for help in finding an item in haberdashery I was met with complete indifference from 2 members of staff. Nearly left at that point but thankfully a young assistant called Fabien stepped in to help even though it wasnt his dept!. Then there was no-one to serve me in cutting the item. Yet again about to give up in came Felucity from another dept. So thanks to Fabien and Felicity for stopping me goi g home and ordering from the internet! No thanks to haberdashery staff! .”

Helpful Report

Posted 5 years ago

“Always love dunelm...shopping and cafe...but today felt i had to do a review about customer service...lady in front of me being served was met with "yeh what do you want " not even a smile also the colleague was drink pop at the counter then went outside and colleague stood at front of store smoking....not very good for store image .....radcliffe store”

Helpful Report

Posted 5 years ago

“I would have given zero star but that option not there. Purchased divan bed, arrived with broken part. Replacement sent, slightly different design and two drawers completely broken. Appalling customer service trying to resolve and still not resolved.”

Helpful Report

Posted 5 years ago

“Purchased two of these for our caravan sofas - very disappointed with the amount of fluff from purchase to disposal - 3 months - had to vacuum every day”

Helpful Report

Posted 5 years ago

“when I purchased bedding from dunelm at Grantham store was told by a shop assistant the I could not return the bedding if I took it out of the packaging, when I asked why, she got very aggressive and said well I might have pets, so complained to head office no reply! anyway I have now washed the bedding I purchased I find the quality is awful the pillow cases look like rags. The next lot of bedding I purchased online (not dunelm) better quality, better price, better colour, delivered to the door, free returns BYE DUNELM BUY BEWARE”

Helpful Report

Posted 5 years ago

“We have been regular clients spending 00's every time we visit.My husband picked up two blinds with discount written on it but it was not written that there was major parts missing.When my workers started working then only we came to know.When I went back to return or replace ,service desk was irrational and put the blame that it was our mistake that we were not alert.I decided to throw those there itself and bought what I need.I can confidently say that this is undoubtedly worst shopping experience of my life.I will never visit this shop and will discourage everyone I know.It was experience of a third world country shopping when people are desperate to earn money and ready to go to any extent ,thinking of reporting it to consumer forum so that nobody gets affected.Dr N Dutta”

Helpful Report

Posted 5 years ago

“Sittingbourne branch is an embarrassment, rude, unprofessional staff. The assistant manager Laura.C had the strop of a teenager, rather than trying to amend THEIR ERROR she became aggressive, raising her voice and over speaking, unwilling to listen. I had to ask her to please go away as I felt embarrassed infront of other customers.”

Helpful Report

Posted 5 years ago

“So i ordered a wall decor to be delivered next day. I actually paid for delivery it wasnt free. On the delivery day they sent me a text and email saying its on its way to my house. I waited all day nothing got delivered. I called them to find out why, they said they gave the parcel to a driver in a small car (which was not my fault) but it was meant to be delivered by a driver with a bigger car so the delivery has been cancelled to the next 48hrs 😱 they never communicated with me or telling me of the changes i was home cancelled all my plans just to receive my parcel that never came or receive any communication. Am sure the next two questions you want to ask me is "will you buy from them again? The answer is No can you recomend? The answer is no. I dont like wasting time or being taken forgranted. If at all i will ever receive this and anybody ask me where i bought it from? I will say homesense. I wont say here coz i dont want them to buy here. Thank you”

Helpful Report

Posted 5 years ago

“Dunelms have sent me 3 e-mails to ask "how did we do" 3 times I answered very badly, as they did not come back to me I will tell you. Having bought a new bungalow we decided to buy curtains and blinds from Dunelms. (Shoreham) The fitter was 5 star, the curtains ok, the blind mechanism not strong enough and broke on the first day. (I did not complain to Dunelms because of the following: With the curtains I bought cushions, but after they were fitted we decided we did not need the cushions after all. Saturday morning 8.55 we were waiting at Dunelms (Shoreham) to return the cushions. They still had labels and I had the receipts. The cushions were bought about 6 weeks previously, but I had to wait for the fitter 5 or 6 weeks to get the curtains up. What a Palaver; I could not get a refund, only a credit, correction, 2 credits, as they were not on the same receipt. It took 3 ladies 20 minutes to process the credit, as I could not get a refund. What a waste of time, Just think 3 x 20 minutes is 1 full hour.... If they had an easier returns policy I am sure they would get more business. I have been a customer of Dunelms for over 20 years, I went to one of their first shops in Hunstanton, but don't think of going there again.”

Helpful Report

Posted 5 years ago

Dunelm is rated 2.3 based on 1,112 reviews