Dunelm Reviews

Name: Dunelm
Rating: 2.26

2.3 Rating 1,124 Reviews

30 %

of reviewers recommend Dunelm

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Metrics

2.3

Based on 1,124 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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Awful. Second time I’ve had problems with a Dunelm order. First order was badly damaged and half was missing so delivery refused. Second time I’ve gone for home delivery, and it was cancelled that day. Redelivery today and it is going 224 miles away to another address. Would be easier to run a marathon than to get this sorted”

Helpful Report

Posted 6 years ago

“If I could give them a minus I would, they gave us a delivery date and time for a rug delivery, so we took the day off to move furniture etc, then we got notified on the day of delivery its not even left the manufacturer, so I spoke to Dunelm Customer Services, what a joke. They spouted process this, and process that, and we have to wait 72 hours for a reply. Then I asked to speak to a Manager, so the line goes quiet, the girl comes back on and say, Ive spoken to him and theres nothing we can do.... Do yourselves a favour and go to John Lewis, the customer service is so much better, Dunelm are no better than a back street market stall. SO DUNELM CONTACT US FOLLOWING MY REVIEW AND AFTER THE USUAL APOLOGIES MIRACULOUSLY FOUND MY RUG AND ARRANGE A DELIVERY FOR TODAY. THIS MORNING WE GET A CONFIRMATION EMAIL, ALL SOUNDS VERY PROMISING, RIGHT? PROBLEM IS ITS BEING DELIVERED TO AN ADDRESS SOME 224 MILES AWAY, I DID CHECK ON GOOGLE STREET VIEW, IT'S A VERY NICE LOOKING BUNGALOW IN WALES, SO THEY EVEN MANAGED TO DELIVER IT TO THE WRONG COUNTRY. UTTERLY USELESS”

Helpful Report

Posted 6 years ago

“Everything you can think of went wrong..terrible service ..dont know arses from elbow...after ordering a bed...and several cock ups later...we are now sleeping on the bloody floor....strongly advise avoidence of this company...appalling service indeed.”

Helpful Report

Posted 6 years ago

“Took almost a week off work waiting for bed..after them getting delivery lost...then second time sending wrong thing...ended up sleeping on the bloody floor!!! Such a poor service..never shop with them again!!!!”

Helpful Report

Posted 6 years ago

“Easy to deal with good value and returns were simple and without any quibble.”

Helpful Report

Posted 6 years ago

“I ordered a clock on line due to my local stores not having any in stock. Never again!!! This has been going on for nearly two weeks now. Finally Clock was delivered and signed for but went to wrong address. Yet right adresss in order form. So still no clock. After a long few days of endless texts saying it was going to be delivered and then Re scheduled and making sure I was home, only to find yet again no clock. Finally my clock arrived damaged. Hence I’m now waiting for a replaced. Unbelievable courier service by Hermes. Dunelm and Hermes need to get their act together. Don’t have home delivery through Dunelm. You’d be better traveling a hundred miles than waiting in for your item. One unsatisfied customer”

Helpful Report

Posted 6 years ago

“I’m livid, I ordered bedroom furniture 5 weeks ago, 1st delivery cancelled on the morning, as wardrobe was damaged at warehouse, which I only found out by chasing up myself as no one bothered to contact me. They would not deliver other items until I really kicked up (2weeks later). Wardrobe was rescheduled (a further week later), item arrived damaged, another week to have it picked up and a new one delivered, so waited in again, to receive a message that it’s not arriving that day. All I get told is ‘I’ll have to wait’! 5 weeks and no wardrobe still. I think they think I have nothing better to do than cancel work just to wait in case my furniture decides to turn up one day! Fuming!”

Helpful Report

Posted 6 years ago

“Ordered a rug not as advertised arranged for collection Tues,courier did not turn up.Rarranged for today Friday,phoned to check it would be delivered,told it had been changed to Monday.No-one.rang or e-mailed me,another day wasted! ,Offered a £20 voucher”

Helpful Report

Posted 6 years ago

“Terrible, not interested in customers once items have been bought. I emailed Dunelm regarding a damaged mug and as yet they have never contacted me. Even tried to call the Paisley store and you cannot get through to their store. I will never shop at this store again, very poor customer service and once they get your money they don't care.”

Helpful Report

Posted 6 years ago

“customer service is a complete joke make you hold for ages and then are totally useless. DONT WASTE YOUR TIME!”

Helpful Report

Posted 6 years ago

“one simple order of 3 items. Good start as first item arrived early but on inspection part of wardrobe top was warped. Thereafter second item failed to show on the nominated date (for which a delivery charge of £9.95 was levied) (and still hasn't arrived nor any update received 6 days later. After 10 minutes on hold on the phone Dunelm couldn't explain it either. As for the 3rd item (a single wooden bed) half of it (in 2 boxes) arrived yesterday but without the 2 sides (not yet arrived) the bed is all but useless”

Helpful Report

Posted 6 years ago

“Very ignorant customer service.”

Helpful Report

Posted 6 years ago

“A great shop for different and unusual homeware items. Alot of the time they have fantastic offers on and every item is good quality.”

Helpful Report

Posted 6 years ago

“Awful online experience and very bad customer service. Do not use!! Place an order online which came in 2 packages. Took a week for first package to arrive which contained a mirror. This was too large so had to return but no invoice in package so had to return to store. Unable to get smaller size mirror instore and no refund as paid via paypal. Left with credit note i cannot use online. Second package arrived later with two invoices. Complained via email to customer service who have been very unhelpful and offered no apology or resolution and has been ongoing over a week. Very bad service and will not make future purchased. I do not recommend the company.”

Helpful Report

Posted 6 years ago

“Do not use the Beckton store. I placed an order over the internet, received a confirmation email, went to collect the order and only 4 out of the 9 items I had ordered were actually there. I was all but accused of lying when I said that I hadn't had a phone call to tell me that my order was incomplete. Customer service was non-existent, staff were unhelpful. I have had a wasted journey, had a significant amount of time wasted and received no apology from the store manager. There was also no attempt to remedy the situation by (for instance) offering to get the missing items delivered instead. I didn't bother purchasing the 4 out of 9 items they had picked for my order (or the significant amount of other items I had picked up whilst walking around the store) and left the store empty handed. I will NEVER return to the Beckton store.”

Helpful Report

Posted 6 years ago

“Absolutely useless were supposed to deliver a matress 3 weeks ago. Promised again would be today but now just been told its gone to the wrong depo again! DO NOT USE OR TRUST.”

Helpful Report

Posted 6 years ago

“Placed order for curtains in Broadstairs store - paid by debit card. Told receipt and invoice would be sent by email and would receive phone call in 2/3 working days advising delivery details. 6 working days later and almost an hour of phone calls - no email and no delivery info. Consequently, having lost faith, rang again and cancelled the order and insisted on immediate refund which surprisingly arrived within 48 hours. Just wish I had looked at reviews first. Consequently I would advise never to order from this inefficient business.”

Helpful Report

Posted 6 years ago

“My daughter ordered made to measure curtains at the Dartford store. We were told to order from the store before a certain date to ensure delivery for the time we had asked for. When we turned up on the date we were given the woman who does the ordering was on holiday and nobody at the store was able to access her computer? We were not the only bemused customers there either. After speaking to a disinterested manager and then phoning a completely useless customer services who said they couldn't do anything, we eventually found another manager who then said they would email her and put our order through, why hadn't anybody else thought of this? We had to wait quite a few weeks for a man to come and take measurements to put up a curtain pole above a slightly unusual shaped window. This curtain pole was actually the second one they fitted because the first one was not the one we ordered, also was fitted causing gouges to the wall. He then had to take the measurements before our curtains could begin to be made, another six weeks before they arrived. Different fitter then turned up to attach curtains and replaster the walls that the first fitter had damaged. Curtains were then found to be not wide enough, they wouldn't draw! Even if they had been the pole had so many connections for some apparent reason, that the rings were catching them and fitter wasnt actually able to close the curtains. Not only were they not wide enough but also way too short. Absolutely everything that could have gone wrong did. Dunelms service is not cheap. We complained and asked for our money back. We were treated very badly then, didn't want to give money back, kept rearranging times for us to to pick it up. Curtain ordering woman told lies but luckily we had emails from her to show she wasn't telling the truth. The curtain manager also said he would compensate us for the times my daughter had off from work for appointments when nobody showed up or bothered to tell her. Curtain manager was also a liar, said it wasn't up to him to arrange compensation even though he had told us the week before he would. Terrible, terrible company and customer services not at all interested. Other people at the curtain department told us that they were extremely unhappy too. If anybody orders curtains from this store after what I have told you and several other disgruntled customers also told us afterwards, you deserve all you get. will never ever buy anything from this store again. ps this service doesn't even warrant one star but was unable to review unless I chose a star ???”

Helpful Report

Posted 6 years ago

“Update following my last review. Despite having sent two internal emails to ask Dunhelm to contact us re our order (through the appropriate channels) and to speak to management we have still heard nothing! Still no mattress and no further communication from Dunhelm! My husband and I have both attempted to phone the company using the number provided but we are unable to get through to cancel our order . My money has still been taken by Dunhelm!! Why are they accepting orders and taking customers’ money when they know full well they cannot deliver the goods!? Next stop : Martin Lewis website!! Not impressed Dunhelm ☹️”

Helpful Report

Posted 6 years ago

“I have never had a problem with the Dunelm store but DO NOT order on line in case you have problems. I ordered a rug off the website and it arrived faulty. I rang customer services and the representative organised a return collection for 2 days time - great so far. Collection day arrived but I hadn´t received notification of a time slot so I rang customer services again. I was advised that the collection had been changed, without notifying me, to the following day. They were sorry it had changed and were sorry I hadn´t been notified but it wasn´t their problem. I asked to speak with a supervisor or manager and I was refused. I was told it was an internal matter & there was no reason to escalate the issue. I feel that faulty goods & the wrong collection day are reasons, especially the later. So I now have to waste another day waiting for a collection - hopefully this will happen & hopefully they´ll process the refund more efficiently than the rest of their service.”

Helpful Report

Posted 6 years ago

Dunelm is rated 2.3 based on 1,124 reviews