Dunelm Reviews

Name: Dunelm
Rating: 2.26

2.3 Rating 1,122 Reviews

30 %

of reviewers recommend Dunelm

Company Reviews

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Metrics

2.3

Based on 1,122 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

“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

“Purchased the 5th Avenue bedding and I had picked up the wrong pillow case , and I h Hf ave tried to return this along with my receipt for a exchange, I was told this was not allowed and I was also buying more bedding plus n m any other items , when I was told no exchange on bedding I also told them I would not be buying the bedding I had gone in to purchase, I am now on my way to next to buy the bedding and I know 100% that a refund will never be a problem when buying from next . I think your policy on returning bedding is ridiculous.”

Helpful Report

Posted 5 years ago

“Twice blamed for taking and opening the curtain out of it's plastic cover, but it was open already. This end up with an arguement with the sales lady(Amanda) as I told her not to blame nobody if she is not sure. I asked her to show me the cctv if i did, but she declined my offer....the worse experience ever..avoid this Dunelm in Romford like a plague!!! Had to put 1 star as there is no option to put zero”

Helpful Report

Posted 5 years ago

“Ive ordered 3 venison blinded and they are all to long when i fitted them contacted the shop on monday no call back on Tuesday like i was told they would i contacted them on wednesday to be told some body will ring you later 18.30 i had a call saying the fitter is busy so ill have to wait 13 days to have them put right ..that's when I've taken them all down and gone back to the shop....ive also got to tell them how much to take off this is after the wife and my self went in with the correct Measurements!!! If i get it wrong that's my fault and if i don't want to wait the 13 days then they will email me with instructions of how to do it myself ..we were never offered fitting service and thought made to measure meant they would fit WRONG !!!!!”

Helpful Report

Posted 5 years ago

“Told delivery date only to be cancelled that day, disabled person having to sleep on air mattress for over a week waiting for another delivery day. When the bed does come the drawers are broken and poor quality mattress sent photos as requested nearly a week later still no reply and customer service appalling wont even talk to my partner about it have now emailed them to collect the bed or will dump it at our nearest store still no reply.”

Helpful Report

Posted 5 years ago

“Bought 3 pictures to hang as a group and the backing paper has completely ripped off one causing the picture to fall down. Luckily no damage to my recently painted walls”

Helpful Report

Posted 5 years ago

“Poor services even poorer quality products. Long lengthy delivery. Resolving issues is longer. Don’t waste your time go to wayfair instead”

Helpful Report

Posted 5 years ago

“Second time I received a damaged item from them. I contacted them 8 days ago and I've still not had a reply. They really do not seem to care about their customers.”

Helpful Report

Posted 5 years ago

“Dunelm delivered a chest of drawers which had been damaged in transit, I requested a refund and collection via email, receiving no response so had to call their premium number. Finally, a collection was arranged a week and a half later, I was told over the phone Friday, then received a text saying Saturday between 7am-5pm meaning I had anticipated Friday, but then had to make arrangements for Saturday. Finally, chest was picked up and so far have had no contact regarding an actual refund. I've always had to call because emails are not responded to, whether through gmail directly or through their online form. Waste of time and energy and SERIOUSLY bad customer service. Don't order from them GO TO IKEA INSTEAD! Not worth the hassle to get a "cheaper" item.”

Helpful Report

Posted 5 years ago

“The absolute worst service I've ever received from a large company! I have been sleeping on a floor for a week and they expect me to sleep there another week. They have failed to deliver my bed and mattress, despite booked delivery day and time with us waiting in and taking time off work. They never even told me it wasn't being delivered until I rang customer service! I get different answers from different people. One person told me they'd booked my delivery this week, next person said it hadn't been booked and had to wait ANOTHER week, then told it would be even longer. No callbacks as promised. They can't even tell me where the bed is! One minute it's missing, the next minute it has reappeared but my delivery is not a priority. There is also no record of my conversations with people; they seem to be using invisible systems! Poor excuses given, even one staff member agreed with me that the delivery service is bad!! So if you want to continue buying from this joke of a company - beware!”

Helpful Report

Posted 5 years ago

“Ordered a bed from Dunelm 3 weeks ago... they took the money out of my account that day. Earliest delivery I could get was for tomorrow so I had to book a days holiday at work. I emailed 2 weeks ago asking if they could give me a delivery time... I had no response... until today. They email me to tell me that actually the bed I ordered is no longer in stock and it would be in stock for another 7 weeks!! No offer of an explanation as to why they took my money without even having the bed in stock, no explanation as to why no-one told me sooner! And no offer of any compensation. I am absolutely fuming as I have now lost a days pay at work (I am self employed). Meanwhile my money have been in their bank account building interest. I now cannot get hold of anyone for a refund. I WILL NEVER USE DUNELM AGAIN and would not recommended it at all. I found another company who actually have very good ratings who will deliver a much nicer bed to me tomorrow!!! next day delivery! I wish I had used them from the start. Very disappointing, money hungry company Dunelm!”

Helpful Report

Posted 5 years ago

“Awful service from you moody sales girl and WHY do you advertise something is in the sales when it is not???? Five more days of the sale so terrible we could not buy it. Terrible shop.”

Helpful Report

Posted 5 years ago

“I wrote a poor review for Dunhelms on this very page and it had not been displayed. Why? Yet again you let me down Dunelm”

Helpful Report

Posted 5 years ago

“Shocking customer service Dunelm! Damaged tv unit delivered. No answer on phone and no reply to online contact form completed. Such a shame as some beautiful items sold there, but I wont be in a rush to purchase from Dunelm again.”

Helpful Report

Posted 5 years ago

“Shopped Cambridge DUNHELM,bought copper cutlery ,4 of each spoons,tea spoons,knives, forks. WE GOT 7 KNIVES 1 FORK, emailed,phoned ABSOLUTELY NO REPLY NO INTEREST ,YOU NEED TO DO BETTER DUNHELM,eventually made another trip there to exchanged ,customer service is non-existing.”

Helpful Report

Posted 5 years ago

“Unfortuneatly, my cermaic order was delivered shattered. My order consisted of cermaic dishes, bowls and plates, all of which were returned. There was very little bubble wrap on my items which i think contributed significantly to the entire order smashing during transport and delivery.”

Helpful Report

Posted 5 years ago

“It is VERY difficult to return a large parcel. The link is broken. The phone rings and rings. Terrible service.”

Helpful Report

Posted 5 years ago

“Your online ordering has been changed and the Log in does not appear. I text your customer service as I was uncertain to continue to payment as it may have been an insecure site. Reply was the site was ... encrypted which did not answer my question. I want to use the log in with my password so I can see my recent and past orders. All other major companies use this system so why has Dunelm decided to not use it. It will make customers unsure to order hence will not use the site, I did not put my order through because of this’d!”

Helpful Report

Posted 5 years ago

“Terrible customer service at the Milton Keynes branch today. I went in to purchase a length of table protector for a new table. The member of staff was totally unhelpful. I asked if they could cut it to the right width at the same time. As she to cut it to right length on the cutting table she totally refused. Then priced it up at 2.5 mts instead of 2mt. I managed to sort this a the till but never received a apology. I will not be shopping here again if this is the way they treat their customers.”

Helpful Report

Posted 5 years ago

Dunelm is rated 2.3 based on 1,122 reviews