Dunelm Reviews

Name: Dunelm
Rating: 2.26

2.3 Rating 1,131 Reviews

30 %

of reviewers recommend Dunelm

Company Reviews

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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

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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

“I ordered 5 mirrors from Dunelm on 13th October. Firstly the Bevelled Mantel Mirror was delivered smashed with glass that fell out all over our lounge carpet. Then we had the Phantom Mirror cancelled as it was out of stock. The delivery of the remaining mirrors was delayed twice with no reason given - I had ordered on 13th October and delivery was planned for Monday 21st, then changed to Tuesday 22nd, then I was told it was delayed and could not be delivered until 29th, a whole week later. I needed the mirrors for the weekend beginning 25th, so had to order another mirror online from John Lewis and pay an extra £20 for next day delivery. I had to chase this delivery every day of the week beginning 21st October and repeatedly didn't get calls back from your company. I specially requested a call back from a manager and still never received a call back. The remaining 3 mirrors were eventually delivered on 12th October. When we opened the first one, it was faulty. We opened the second one and it was also faulty. These were expensive mirrors - over £300 each! I contacted your customer service team on 19th October and the earliest collection you could do was 28th October. I waited in all day yesterday; at 16:00 I called your customer service team (AGAIN) and was reassured that they could turn up until 7pm. No collection ever happened. I have resorted to writing a review here as I am at the end of my tether! A Dunelm customer service representative I was speaking to about the delayed deliveries said that they would give a gesture of goodwill as we had had such a nightmare. I look forward to seeing what this is.”

Helpful Report

Posted 5 years ago

“website is rubbish cannot get an rder correct and click and collect is a joke, Yeovil is NOT in Birminham”

Helpful Report

Posted 5 years ago

“Appalling! Customer service over the phone was on the verge of a verbal attack with the ‘put downs’ and ‘turning the table’! The cherry on the cake was - “the manager is too busy with more important matters than talking to a customer!””

Helpful Report

Posted 5 years ago

“They never answer the phone,never answer emails,no communication. What a shambles of a firm.”

Helpful Report

Posted 5 years ago

“Dreadful customer service they never reply to emails getting them to answer the phone is a no no they just don't I have tried 6 times today but no one answered after waiting at least 15 minutes each time just left listening to some dreadful music Will never buy online from them again”

Helpful Report

Posted 5 years ago

“The Christmas dunelm advert is perthetic and has a family in a showroom hour...who lives perfectly like that.the family is particularly annoying..its repeated so many times I want to scream! That family needs locking up over Christmas..where do I complaiin?I will never shop with dunelm..”

Helpful Report

Posted 5 years ago

“waiting for nearly 3 weeks for a delivery of 2 single mattress recieved one but not the other”

Helpful Report

Posted 5 years ago

“I wouldn't even score a one star on this Company! Appalling customer service. Twice I've sent an E-mail attached with pictures on a faulty curtain which was only seen when hung up. Paid for the curtain rail as well as the curtains. Curtain had 1.5 cm gap. Last year ordered a table over £100.00 and then noticed loads of scratches on the glass. What kind of warehouse do they manage? Are goods not checked before sending to customers? Dunelm has only proved that they are a time-waster and a totally irresponsible company. Avoid at any cost.”

Helpful Report

Posted 5 years ago

“Still waiting for a bed that should have been delivered over four weeks ago, sleeping on the mattress on the floor, still o delivery and no answers. Waited in three days when they have said it would be delivered and still nothing, awful company and even worse customer service. Still no bed and no answers.”

Helpful Report

Posted 5 years ago

“If I could give 0 stars I would. Products low quality and arrived squashed due to being stuffed into a box that was too small. Delivery unreliable and late. After care/customer service, shocking. I'm still waiting for a response to emails sent over two weeks ago. All Items returned but only part refund given, I will be pursuing.”

Helpful Report

Posted 5 years ago

“Purchased a picture from Telford store and found the frame damaged after unpacking, returned to store, there were no others 'in stock' so got a refund. The following day the web site was showing 'in stock' for 'click and collect' so reordered. When I went to collect they attempted to hand over the damaged painting I had returned the previous day. Had another refund!! Beware what this company are trying to sell you items that they know are damaged at full price. When they were found out tried to off load it on to me for a discount.”

Helpful Report

Posted 5 years ago

“Terrible customer service. I ordered some mirrors, which were delivered damaged. After a long wait to get through to someone at customer service (30 minutes) I was told that my mirrors would be collected by DHL in 2 days. On the day of expected collection I was given a collection time of an hour. The hour passed and no sign of DHL. I phoned that night and was told that they would try collection the next day, DHL never turned up the next day. After several calls latter and assurance by a manager i was informed it would be collected. I waited in for a third day. DHL never arrived. I still am waiting..... I am never buying online from Dunelm again. I suggest you find a more reliable delivery service!!”

Helpful Report

Posted 5 years ago

“Recently purchased a Dunelm blackout roller blind from the Radcliffe store. The quality of the blind material was reasonable but the fittings were of incredibly poor quality. The metal tube was of the thinnest gauge and impossible to cut without leaving razor sharp edges. Avoid this product. I am struggling to give a one star so I will give a zero.”

Helpful Report

Posted 5 years ago

“My bed was suppose to be delivered but never turned up. I waited all day and never got a call or any other form of contact to give an explanation as to why my delivery never arrived. Customer service is rubbish as your call never gets answered.”

Helpful Report

Posted 5 years ago

“Terrible delivery service. No communication between company/customer/courier. Customer service call waiting times are usually 30 mins. I’ve now given up after waiting 5 days for products to arrive (payed for next day delivery) and have demanded a refund for items still not received, and will send back rest of items that have arrived, one of which was damaged. 1st and last time.”

Helpful Report

Posted 5 years ago

“Would have rated 0 but can’t. I got a brand new bed, it broke in a week! I contacted them takes them almost two weeks to respond! They sent me replacement parts that were already broken when they arrived! They furniture is so badly made it’s unbelievable. Second time of complaining let’s see how this goes!”

Helpful Report

Posted 5 years ago

“Dunelm....... most frustrating company ever!!! Long story short 5 pairs of curtains ordered some upside down, all the lining sawed in wrong , none match. After numerous replacements all with Same issues, daily phone calls and loads of pics sent by email they gave me a £20 good will gestre, oh yeah and delivery man just came to pick up faulty curtains and wouldn’t take them cos they not in a box..... happy days”

Helpful Report

Posted 5 years ago

“What a joke,I’m 71 years old have been totally ignored,sent picturs,replied to questions, Many questions,sent pictures of inferouer goods,was promised a refund as under a year since I bought the goods,given up on their web site,and on trust poilor and resolver,they have just ignored me,after a first instance of a refund ,the manager said no.”

Helpful Report

Posted 5 years ago

“This is not a review of Dunelm products. Generally, i've found them to be of good quality. This review is regarding the shambles that is Dunelm online orders and delivery! Twice in the last 6 weeks i've ordered items online purely because they are not available in-store. On both occasions i've been messed about by the delivery (by DHL in both cases) and taken unnecessary days off work. There doesn't appear to be any communication between Dunelm and DHL and the DHL tracking service is nothing short of a disaster. I'm still waiting for an item that the website STILL says will be delivered last Friday!! Sort it out Dunelm/DHL or you'll lose a lot of custom. Can't imagine how bad it'll be at Christmas but my advice is to only buy in-store or buy elsewhere.”

Helpful Report

Posted 5 years ago

“Ordered 2 large furniture items from the same range on a Monday. Received a text from DX to say they would delivery that Friday, great! Got home on the Wednesday to find a card through door from DHL saying items left in "safe Place by Front Door" (its just a covered porch with no doors, open to the elements and ) - no sign of any items!! Spent over an hour trying to contact both DHL and Dunelm to find out what happened. DX delivery of the other item received Friday. Dunelm arranged to re-send the other item but no communication received of when to be delivered and came home the following Wednesday to find the boxes left behind the green bin at side of house - 2 metre long boxes for a sideboard in plain view and out in the rain - to top it all the boxes were damaged right through to the furniture!! but we had a another card through the door from DHL - "Safe Place - BEHIND BIN" !! Decided we'd had enough and not prepared to start opening damaged boxes to put together damaged furniture so would return. Contacted Dunelm on their Contact Us Short Form that Wednesday. No response. Contacted them again same way on following Sunday. No Response. Rang and held the 0345 number for 20 minutes the Wednesday to be told that "they were soo buy on their phone calls that everyone had been taken off emails" ??!!!!!! Arranged for TWO collections the next day i.e Thursday - only DHL turned up to collect having taken a third day off. Rand Dunelm Friday and had to rearrange ANOTHER collection and ANOTHER day off for next Tuesday....... Appalling service from start to end. This was only added to by a return of an on-line soft furnishings to store that I had to chase up over 2 weeks to actually get my money back. DUNELM - either sort your on-line (the website is slow and inaccurate - I've reserved on line- to be told in store its not available) and work with couriers who communicate with customers or READERS just stick with shopping in-store. Thanks”

Helpful Report

Posted 5 years ago

Dunelm is rated 2.3 based on 1,131 reviews