Dunelm Reviews

Name: Dunelm
Rating: 2.25

2.3 Rating 1,108 Reviews

30 %

of reviewers recommend Dunelm

Company Reviews

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Metrics

2.3

Based on 1,108 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

“TOTAL DISGRACE I ordered a Roman Blind from Dunelm. It arrived with the pull cord the wrong side and the drop was bigger than the measurement I had provided. I contacted them and they provided a replacement. This time they managed to get the pull cord on correct side but it was still too long a drop so it bunched up as it was to sit in a window recess. I contacted them again and they are are refusing to provide a further replacement. I am flabbergasted as they have not even given a reason why. They are refusing to respond to my emails even though I have made a formal complaint. I have tried several times to contact them by phone with no success due to the very poor system that people have referred to below. This company is a disgrace. I will be contacting trading standards and going through the small claims courts. Use at your peril.”

Helpful Report

Posted 2 years ago

“This company want proof fro me of them not packing delivery in a new state. I can’t understand them. I will never shop with them again and suggest you don’t. Customer care also a nightmare”

Helpful Report

Posted 2 years ago

“Really bad customer service in the Enfield store from till staff. Suggest just implementing self service checkouts!”

Helpful Report

Posted 2 years ago

“Dot use "made to measure". Hands down the worst company I ever had to deal with. Order: 81664890. Customer: Amanda Masello. We have used your "made to measure" service and we are extremely dissatisfied with the overall experience with Dunelm. 1. They sent Juan, the technician, who measured the spaces to order the curtains in the correct bespoke sizes. 2. Payment was made in full on 22/08/2022. Order placed with Dayle Hughes, an online consultant, again to ensure that everything would go smoothly. 3. More than a month later - on the 27th of September - Juan came back for installation but he had partially the wrong products. He was missing the voile and one of the rails had the wrong colour so it couldn't be installed. 4. Yet another month later - on the 31st of October - Juan came back with the same wrong colour (!) but at least he had the voile. The issue is that the voile measure is wrong – it's touching the floor quite a bit and doesn't look good. The reason we chose made to measure was to ensure the curtains sit just above the floor. 5. They said they'd reach out within the next 24h to resolve everything. They didn't. 6. After three days, I decided to call them and after waiting 35min on the phone, the attendant simply HANG UP after I politely but firmly explained the situation. The whole experience has been horrible from the get-go. Dayle Hughes, the person whom I placed the order with, tells me Juan has everything he needs and Juan comes to my house with missing info and products, saying it's the warehouse's fault, that they should've ordered the items correctly, etc. The point is that the customer is treated like a clown who wastes time trying to get what has been paid for. More than two months have gone by. We need: - The correct rail 3.80 cm in matt black for our living room. - The voiles need to be fitted in that pole properly. - The office voiles need to be shorten the turn-ups so they do not touch the floor. We sincerely hope to hear from you soon to amend what has been an appalling experience or give us our money back.”

Helpful Report

Posted 2 years ago

“Stay away from this company, they sell unusable products. We have ordered a custom made blind which they delivered with a cord too short to use. When made a complaint they hid behind child safety regulations in order not to do anything about it. Unusable product, waste of money, horrible customer care. Stay away by all means.”

Dunelm 1 star review on 31st October 2022

Helpful Report

Posted 2 years ago

“Bought a pair of thermal curtains size 90 inches X 90 inches. I measured them and found they were 87 inches X 87 inches. I took them back for a refund.”

Helpful Report

Posted 2 years ago

“Ordered 3 items online. Delivery by 8/10. On 7th tracking info showed item in EVRI's Hub where it has remained. On 11/10 used online chat was promised update and they would contact EVRI. On 12/10 was told they couldnt expect answer from EVRI for 72 hours which is appalling and unacceptable. Cancelled items ....but they will not refund until EVRI have returned goods to Dunelm. Having dealt with other online shops this is by far the worst Customer service i have experienced. Normally companies go out of their way to turn a negative into a positive. Not so Dunelm- Do not use. However, I have no issue with the shops themselves.”

Helpful Report

Posted 2 years ago

“Bought a hotel collection duvet set ,which i thought meant cover and 2 pillow cases .Actually it was just a cover ! Secondly ,it was screwed up in the packaging so looked like a rag. Thirdly the closure had buttons placed so far apart,they hardly close it and gape showing the duvet inside and finally,the satin stripe is only on one side! Absolutely mega disappointed.Expensive rubbish,i'll stick with marks or wilko in future!”

Helpful Report

Posted 2 years ago

“The item I received was faulty so I contacted via email to arrange for it to be replaced however the response time was over 72 hours as stated on the website as response time. After finally getting a response for over a few days they said they will arrange a replacement and collect the item. I’ve clearly stated to collect it on Thursday however no courier came. I wasted a whole day waiting for the item to be collected confirmed by them . After numerous chasing for two weeks they said they will arrange for the item to be collected next Thursday. Thursday came again no one came to collect it. the apology was not sincere. The courier then collected on Friday without my consent luckily I was home however I have wasted two days waiting for a collection which clearly they did not book. Mistakes they made twice. okay so the item was collected and I wanted a refund due to their poor service I messaged immediately for a refund as the item has arrived at your warehouse however no response. I chased on live chat instead the woman was helpful and issued a refund immediately however the response I received from email after 2 weeks called Mark saying an refund has been issued without apologising”

Dunelm 1 star review on 29th September 2022

Helpful Report

Posted 2 years ago

“I’ve just had a rug delivered and had to ask him to bring it into the room. I was then left to unopened it myself. I’m not sure if I like it but the procedure to return it is hard for a 75 year old lady on her own. Can you help me?”

Helpful Report

Posted 2 years ago

“AWFUL. Sent me a bed that cannot be built. They have still not rectified the matter 4 weeks later and are at no risk of doing so. I've not heard from them despite my numerous attempts to clarify what is going on. Laughable really. The worst customer service I've received in a long, long time! Hard to believe that companies can still get away with this sort of behaviour. Avoid this sham company at all costs!”

Helpful Report

Posted 2 years ago

“We were asked to leave the shop in Norwich yesterday , due to having a very small assistantance dog . With all his information on, as no dogs allowed in their shop! We go in hospital with him an restaurants , why are people with mental problems told to leave the furniture shop, won’t ever go in there again, really bad situation!”

Helpful Report

Posted 2 years ago

“Cannot get anyone on the customer care phone. Promised a delivery that the delivery company could not find. I phoned head office of Dunhelm in working hours and it was not open. Very disappointed in such a household name store. Really poor service in my opinion. They still owe me a delivery charge.”

Helpful Report

Posted 2 years ago

“Dunelm don't care about customers Ordered a large item for delivery today. Just chased as item not showing on DHL, oh we have a problem. Check back in a few days!!!!! Taken the day off work at my expense, their answer is to cancel the order. GREAT CUSTOMER SERVICE 🙄🙄🙄”

Helpful Report

Posted 2 years ago

“Bad customer service .They don't value customer time .money and support .and bad policy's .Sheffield branch won't exchange a new unopened blind that they still stock .unopened to exchange for a different style that is double the price ( more money in dunelm pocket ) because u lost the receipt ) Worse bit staff can not explain the policy's to u .Wont give my money to dunelm anymore they don't value customers”

Helpful Report

Posted 2 years ago

“Ordered a TV unit online. Received 3 emails conforming dispatch, delivery day and then delivery time. Item never arrived. Dunelm unable to track item. Very poor customer service. Now I'm expected to wait on an investigation to find my item.”

Helpful Report

Posted 2 years ago

“We ordered matching wardrobes and a chest of drawers. The delivery drivers were completely bamboozled by the invoice which said their were "2 items" so they tried to give us 2 boxes. I noticed one of the boxes said "1 of 3" and told them there must be one missing and they gave me that one. After opening the boxes I realised they had still only given me the wardrobe. They didn't understand the difference between a number of boxes and a number of items. This information must be on every order they deliver, so I don't understand how they could possibly be doing their job. Do they deliver part of every item that is across multiple boxes? We got in touch with Dunelm and the delivery organisation to complain. They insisted the item had been delivered. We did our own investigation and sent them information on the dimensions of boxes, our photos of the delivered boxes (all the wrong way up). They also had a photo of the delivered boxes that they refused to show us. Most of our messages throughout this process were completely ignored, we received no response to inform us what, if any, investigation was taking place. The only responses we got were that the item had been delivered, they didn't even ask the delivery drivers if they had a box left at the end of the day, they just accused us of lying. Eventually, we were informed they had "found" our "missing item". They wouldn't give us any information on what delivery drivers do when there is a box in their van at the end of the day With a customer's address and order number on it. I suspect they just dump them, because the chest of drawers we received was so badly damaged that when I took the drawers out for the first time it fell apart such that I can't put the drawers back in. Dunelm have taken so long (over a month) to make a complete mess of this process, that now there are no more in stock. It is a matching set with the wardrobe that actually did arrive. Obviously we would not have bought either of these products if we knew we wouldn't get the complete set. Honestly I think these people must be making a concerted effort to do their job badly. It would be far less hassle for them to behave in a reasonable manner, re-deliver items that they forgot to deliver and have all the details of how to re-deliver, Talk to other departments rather than just trying to fob customers off without any kind of investigation. They made no attempt to correct any of their mistakes, they don't care if customers are satisfied or not. They offered us a discount to keep the completely ruined furniture, which is laughable. It isn't convenient for me to have large shattered pieces of wood blocking up my hallway, But I have to keep it here for them to come and pick it up and give me a refund. I don't know why they want to transport these broken pieces of wood across the UK before putting them in the bin, It is clear from the pictures that they will not be able to repair this unit. Their main intention is to make it as inconvenient as possible for me to get my money back. They made no attempt to organise a replacement, only made it clear that if it ever comes back in stock it will be more expensive. We now have to try and find a suitable chest of drawers from another supplier and order it, something that we spent considerable time on 2 months ago. We still don't have anywhere to put our clothes away in our new house. I will never buy anything from Dunlem again. They have some nice furniture, but their processes are a complete shambles and they have somehow managed to hire a workforce of people who are fine with making a mess of every task and disappointing people 8 hours a day. It must be soul destroying to be so profoundly useless on a daily basis, and this gives me some consolation.”

Helpful Report

Posted 2 years ago

“I will join the long list of 1 star reviews. Dunelm are using Evri as their Courier - useless and it is such hard work to get difficulties sorted out. I even wrote to the Dunelm CEO but my complaint - or complaints as one of them was actually about their on-line Agent who totally ignored me and then closed down the 'chat' - but it was passed back to Dunelm customer service. I have asked for a refund if my order is not received tomorrow. I will not be ordering from Dunelm again nor a few other companies that also use Evri.”

Helpful Report

Posted 2 years ago

“I placed order of 2 mattresses on 25th May and It was supposed to be delivered before 31st 25/05 - Placed order of 2 Mattresses, given delivery deadline 31/05 30/05 - Received comm from Panther Courier to select delivery date, the earliest available date was 6th Jun so I selected. 05/06 - delivery time slot was given 12:39-14:39 06/06 - we were eagerly waiting for the mattress since we have been sleeping but 11AM I received comm that it will not be delivered since items were not received on time 07/07 - we were very disappointed and frustrated so I pinged customer service over chat(they don’t have any other option). The customer service gave me case id and said to come back in 72 hrs. 10/07 - Since I didn’t hear back, I pinged again and got to talk to a new customer service representative. I explained whole thing. I was said that items was lost and a new replacement order is being created and deadline was give as 20/06 20/06 - I didn’t receive any update on order so I pinged again. I was told again to come back in 72 hrs. By evening I received comm from Panther courier to select the delivery date. Easiest available date was 26th June so I selected it. 25/06 - delivery slot was given 8:06-10:06 26/06 - Morning 8:32am, I received same message that delivery will not happen because item was not received. One month and mattress were not delivered. Finally I cancelled the order. Through out the time it has been so disappointing and frustrating experience. I had talked to 5 customer representatives, all promised to revert in 72 hours but nobody ever came back or replied back to my mails. They never understood our pain and trouble and never cared.”

Helpful Report

Posted 2 years ago

“So frustrating! Just can not get through to talk to someone. No valid email address, live chat is either not available or no one bothers to talk. Can’t get through on the telephone, left holding on. I need a refund on an item returned. I had three pairs of curtains in the parcel but have only been refunded for two! Appalling Customer service! I will never order online again! This has happened with other stores also and when there is a problem you can never get through to speak to anyone.”

Helpful Report

Posted 2 years ago

Dunelm is rated 2.3 based on 1,108 reviews