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

“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

“Extremely bad experience and customer service. I ordered some vertical blinds online. I was told to wait for 7 days for delivery. Once the delivery was not made, I called them and they asked me to wait more, I called again and got the same response. When I called 3rd time on day 12, they told me that the order was not progressed on day 1 and they need to redo the order for me. Upon asking that why I was not informed earlier or on my first telephone call, there was no satisfactory response received. I request to talk to a manager to escalate the issue and the manager refused to come to the call. I would not recommended Dunelm to anyone specially using their online service.”

Helpful Report

Posted 5 years ago

“I would not have expected the dreadful customer service from a shop of this size that we encountered this morning.I bought a Marvel Mat to put in front of our patio doors, as they appeared to have good reviews online and were advertised as being machine washable, but within 6 weeks the black rubber type backing had started to disintegrate to such a degree that it was obvious that it would have been totally useless very soon, and completely impossible to machine wash. My husband and I took it back to the shop where I purchased it, with the receipt, and pointed out that it was clearly faulty and not fit for purpose, since it was only six weeks old and had had very little use, but were told that, as it was more than 28 days since I bought it and it had been used, there was nothing they could do. We kept pointing out that we were returning it because it was faulty and not because we'd changed our minds,so the 28 day return policy wasn't applicable, but the manager ignored us ,and kept saying " but it's been used". After quite a long time trying to explain why we were asking for a refund, she eventually agreed reluctantly to refund our money, saying that it was against their policy, but on this one occasion she would do it. We were made to feel as if we were being unreasonable, and we found it embarrassing to be treated like this in a busy shop. I rang the Head Office, who confirmed that it was definitely not Dunelm policy to refuse to refund faulty goods as in this case, and that we were treated in a wholly unacceptable way for which they apologized. Unfortunately, I will not be using this store again”

Helpful Report

Posted 5 years ago

“Terrible and disgusting customer service did not expected from dunelm Had ordered curtain poles for 13 windows & doors exclusively From made to measure range and paid full premium amount (no discounts no part payment options)after 3 weeks when we had a fitter came on Saturday morning to fit the poles (we had ordered all chrome poles and finials)all the finials were bronze colours and one of the doors pole was small not the correct size The fitter said he will come back with the right pole in few days and he called in store they said they have to order our finials LIKE SERIOUSLY whats the point of ordering made to measure then!!!!!!!! Horrible, pathetic and disgusting Service.. On the top of this its been 2 days we had no communication from DUNELM no apologies nothing Never ever order any valuables from dunelm. Not recommending them at all to anyone be careful peoples !”

Helpful Report

Posted 5 years ago

“I ordered an item in store and the contactless payment device would not connect to the tablet, the store worker was advised to cancel it on the tablet and the order was tried again. The same happened and she called customer services and the manager and was informed the payment would not be taken as no order was generated. I got home and checked my online bank as it didn’t feel right. Both transactions totalling £85 has been taken. I have contacted customer services and tweeted daily about this but a week later am still waiting for IT to sort it out and to get my money back. Not only does it take you over 15 minutes to get through to them they are the least helpful team and on more than one occasion I felt like they were fibbing me off when they had fraudulently obtained money from my bank account without me owning them it!!!”

Helpful Report

Posted 5 years ago

“I ordered a duvet set and matching curtains on-line which was advertised as pink but which turned out to be a sludgy beige. The website stated free returns via a pick-up point. There are no pick-up points according to assistants in store so I had to travel to store by taxi, which cost me a fortune. To leave a review on the website, any ad-blocker must be disabled. I would never order from Dunelm again and would not recommend to my worst enemy.”

Helpful Report

Posted 5 years ago

“I had reserved an item and came to pick up at the store and it was completely damaged and not even in a box. I was then given the option to order a new item to be delivered to my home so I accepted. I paid for the item and was told that the order was not processed and that I should try again. Even though I clearly showed that I’ve been charged for the item on my online banking I was told that the item did not go through and I will get the money back. I then tried again and the order didn’t go through again. I was then told to wait for about an hour whilst they contacted IT. 3 weeks later I have still not got my money back and have been charged for 2 items (£150) without the orders being placed. I have spent endless hours on hold waiting for someone at customer service to talk to me. And when they did they told me they’d email me the details of the credit, I then waited over a week and had no email and had to contact customer service again. Then was told I have to wait over 7 days to get my money back. Safe to say I will not be using this store ever again.”

Helpful Report

Posted 5 years ago

“Terrible customer service Ordered online and a problem with the website resulted in my order going through twice. Cancelled the duplicate order but this cancellation was not picked up until after dispatch ( which is very poor ) they just don’t answer their emails ! Both orders arrived and 2 lots of money taken from my account including 2 lots of postage ! First parcel arrived late after waiting in all morning and second one a whole day late, then had all the hassle of arranging for duplicate parcel to be collected and waiting in again. More trouble than it was worth, I will never order online from a Dunelm again.”