Dunelm Reviews

Name: Dunelm
Rating: 2.26

2.3 Rating 1,120 Reviews

30 %

of reviewers recommend Dunelm

Company Reviews

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Metrics

2.3

Based on 1,120 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

“Beware the £18 christmas tree they are selling looks nothing like it does on the box!”

Helpful Report

Posted 3 years ago

“Terrible service, 2 failed deliveries, lied to, no communication I had to do all the chasing. I could go on, but the issues are so long and you would stop reading, never order from them if you want a trouble free service.”

Helpful Report

Posted 3 years ago

“Will not buy again from Dunelm managers rude customer service don't have an idea on what is on offer , pls check all offers before you go in as they don't want to look into anything as a customer for years and years wi not shop there again.”

Helpful Report

Posted 3 years ago

“Manager of Dunelm, Brislington, Bristol is a bully especially to younger staff. He swears at his staff. He refers to young female members of staff as "fresh meat" and has inappropriately touched a female member of staff and thinks its ok to apologise and leave it there. Ringing head office to report this is a joke. They're closed due to covid. This leaves me with no option but to contact the police.”

Helpful Report

Posted 3 years ago

“Bought net curtains back in June but was waiting for new windows to be fitted in new house but kept getting delayed but when got windows fitted tried putting up curtain they where cut the wrong sizes went back say they where cut wrong they would not return or place them had receipt but there answer was no they should refund my money I will not shop there again”

Helpful Report

Posted 3 years ago

“Bought a lamp shade for 45.00 the top was so wide no standard ceiling pendant would work with it Returned the next day with receipt and packaging except for a small amount of cellophane and for this I had to argue for my refund as their rules WHICH RNT STATED ANYWHERE IN STORE is a loss of packaging means no return ? The law states a receipt which I had and bought the day before so to be embarrassed arguing with staff was an insult,I’ve been going here years and will remain loyal to the coffee shop and will be returning the two packs of curtains I ordered to try and see which one I like immediately as I don’t want to risk losing 100s of pounds,so I won’t even open and look I’ll go to a store that’s happy to allow u choice.”

Helpful Report

Posted 3 years ago

“i went to the stockport branch and spoke to the manager on 17th sept 2021. i explained i spent £360 on 5th july on bedding and that id been very ill since, off work with pregnancy sickness and back pain and not been able to come in sooner. i explained i couldn’t find my receipt anywhere but showed my bank statement and asked to exchange 3 items, all unopened: a too high for the neck memory foam pillow, a super king size duvet cover and fitted sheet. i explained id really gone off the colour grey and was hoping to do an exchange. she said she couldn’t do anything as it had been too long and there was no receipt and disingenuously said she was sorry. i then asked if she could search my receipt on the system from that date but was told it it only goes a month or so back. people try be careful your receipts (even with baby brain), take a picture of it and ask for an email receipt to help you- people have genuine reasons and lose them sometimes. i’m usually so careful. to the stockport manager- remember money isn’t personally coming out of your pocket when someone is asking for a refund/ exchange and i hope if you’re ever in a similar situation the person dealing with it is more compassionate”

Helpful Report

Posted 3 years ago

“Bought this vaacum as i read it was a little star. It never arrived as even though I paid delivery, it was apparently lost in the delivery depot. Asked if another could be sent, was told sorry and it would be same day, it wasn't. When i called i was told for the 2nd time, that the 2nd vaacum had been lost again in the delivery depot. I thought, oh well this isn't great i will get my money refunded, was told that had been actioned and after it is cleared up, a compensatory offer would happen. Days past, no refund. Called for refund and told it wasn't actioned at all and it would be done now. its going to take 5 days to get the funds back and its taken since the 26th August until 8th September, start to finish. Its a shame really, as other than the unbelievably shocking customer service, the item looked ok.”

Helpful Report

Posted 3 years ago

“Daily bombardment of emails and NO WAY to unsubscribe. It's driving me crazy. Letters to head office and customer services make no difference”

Helpful Report

Posted 3 years ago

“Paisley Dunelm made me suicidally. I am a 55 year old respectable business owning woman who is not a shoplifter or thief but that is how I was treated at Dunelm Paisley and their head office. I even called my husband to say goodbye as was going to kill myself in the car on the way home. I had bought a curtain pole at Kilmarnock which I was wrongly advised would work but too thick and as I live half way between the two stores and as I was going to Paisley I decided to return there. I carried it into the shop walked along picking up 4 face towels and went to checkout went nowhere near curtain tracks and if they had looked at CCTV would prove it, went to the checkout I told the woman I want to but the towels and return the rail and started looking for my online recipient and she called on Allan to come who was not nice he tried to take my rail and accused me of stealing it I explained when and what I bought it and who served me and he would not let me.loom for recipient and grapes the pole so I just lifted it as it was my property. I told them to keep the towels and started to walk away and they were laughing and talking about me so I turned back and threw it in the floor and left. I was crying so embarrassed upset and angry. Another member of staff came out the other door to a banner and asked what was the problem I tried to tell he and he said he was the manager and tell him as he did not know anything it. Next thing as I could not speek for crying he started shouting at the top of his voice in front of so many people in the carpark 'GET AWAY FROM MY STORE I AM CALLING THE POLICE GET AWAY CUSTOMERS ARE COMPLAIN ABOUT YOU' I was so upset.and embarrassed I called head off which was closed told to email, then my husband to say goodbye as I want to kill myself in the car on the way home, he finally managed to calm me down buy even now 12 days later I still think about it and all down to the manager and staff at Dunelm I don't think if I had they would have cared probably laughing they don't have any concionce. I emailed head office who said that the manager at store would deal with it but he was the main problem so that was hopless. Today I received a special delivery letter banning me.from Dunelm as I had the audacity to complain about the services I received and they also accused me as I have not got a refund and Paisley kept my rail. I have spent over £4000 on Dunelm over 19 months but not another penny. Crooks and they are the thief's as retain my payed property. DO NOT USE DUNELM PAISLEY IF YOUR A RESPECTABLE MIDDLE AGED WOMAN YOU MUST BE A THIEF I still am so embarrassed and wish I was dead all due to this man and his staff lack of trust and customer service skills. Would they care if I was dead?”

Helpful Report

Posted 3 years ago

“We ordered 7 roller blinds online, and paid upfront for them. The day before the advised delivery date, we received a text telling us we were to be refunded. This was around 10 days after ordering and Dunelm had our money for this time. There was no explanation or reason why our order was not delivered nor an apology for letting us down. Hence we won’t be shopping at Dunelm again.”

Helpful Report

Posted 3 years ago

“Dunlem is a big name in the market, we love to visit their shops, variety of good products with reasonable price, staff on ground can be a problem sometimes. Lately we ordered curtains, we were happy with service, before the Pandemic, we ordered more curtains recently, but we noticed expert and helpful staff are missing and we were left with a staff. Obviously this lead to getting the incorrect style, we complaint to customer service up to the big man in the company, but after on month waite, we were left with no curtains, lost our money and no one in the executive office is able to give us a satisfying answer. Really disappointed to a degree I felt that I not in the UK, but maybe somewhere far away..!!”

Helpful Report

Posted 4 years ago

“I just want to unsubscribe! This seems totally impossible. Fed up with constant dairy bombardment of Dunelm emails. Just about to post 2nd letter of complaint. No response to 1st letter”

Helpful Report

Posted 4 years ago

“I brought 2 touch lamps and only one is working. To contact anyone is virtually impossible as it was not an on line purchase, i have sent emails but it comes back visit the store. It is a 30 mile round trip for me to go back with something that was their fault. I was told i had to take the item back they could not send a replacement. Quick enough to sell something but when there is a problem not very helpful at all!!”

Helpful Report

Posted 4 years ago

“Wait till you see all emails on these pricks taking money out of my account and the head wa nker saying no trace the when I got my son involved top man for a Swedish firm they found everything spa sti time to show why you f k off from going to dunhelm ripping off c n t s the proof to come and this will stay on 24 /7 / 365 karma need to phone me 07512033420”

Helpful Report

Posted 4 years ago

“Delivery service is shocking! Expected by Monday at the latest, now Thursday evening and still no sign. No customer service access other than live chat which is never available. Try and track my parcel and it just says expected by Monday. Won't be ordering through dunlem again purely off the delivery service.”

Helpful Report

Posted 4 years ago

“These are lying c nt s hope co vid cancer s born needs to pay These mongs a lesson they said they had non received my £489.15 lying f kers now master card is involved and who caused this rip off hope karma s born maggots so you can make some money back see you soon your other half can pay it off have to see wot sort of dog”

Helpful Report

Posted 4 years ago

“witnessing a delivery today 8/7/21 for my neighbour in Burton on the Wolds Leicestershire ,neither of the deliverymen wore masks and one took parcel into the house.Beware this pandemic is not over yet and retailers need to note that people will not use your services unless you are prepared to protect the public! We will not recommend a dunelm delivery and will spread the word to others.”

Helpful Report

Posted 4 years ago

“When paying £5.95 for next day delivery when buying a last minute gift you would expect it to turn up the next day, well not with dunelm!!! I didnt take the negative reviews seriously and that was a mistake! I had had no one in the team contact me to tell me that it was missing or follow up on the fact that my parcel had not even been collected for delivery. It took 3 days of me pushing for them to actually do anything about it (no one knew anything at all) when finally i talked to someone who said they would put it into an investigation of 3-5 working buisness days, which considering the investigation started on a saturday, was not helpful in me getting my package any faster. None of the team took any initiative in searching for this or putting it into investigation, it was only the 4th person i spoke to who did. Lazy customer service team who dont know how to help you anyway! The website just tells you to track your package, and I know that this is a fault with dunelm and not Hermes becasue it says hermes hasnt recieved it yet. Absoloutley terrible service, heed my warning - never order anything from this website. Worst service i have ever had, will not be using again. Dont get me wrong, i love going to their store in person, but will never make the mistake of shopping online from them again, and i hope you dont either!!!! It has been 5 days since I placed my order and still have no clue where it is!”

Helpful Report

Posted 4 years ago

“Dunelm removed my genuine negative product review after purchasing a mattress topper based on the products positive reviews”

Helpful Report

Posted 4 years ago

Dunelm is rated 2.3 based on 1,120 reviews