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

“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 3 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 3 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 3 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 3 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 3 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 3 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 3 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 3 years ago

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

Helpful Report

Posted 3 years ago

“What a potentially dreadful company to be sure. I say potentially because I have never not ever been able to access their web site without it crashing. The reason of course is that they insist on cookies, and I do not allow them. Cookies are only needed when purchasing any item from them or when using your bank online. Of course, I shall now be moving on to a company who operate in a user friendly fashion.”

Helpful Report

Posted 3 years ago

“Awful customer service and don't even try to return an item. I've moved to the area and been buying lots of things from them. By mistake picked a curtain that had the wrong drop length, only realised when I got home. Went to the shop to exchange it, the curtain was in its original packaging and I also had the receipt. The woman at the till started sulking when I mentioned the word "exchange", with a really rotten attitude got the curtain out of the packaging, checking it very aggressively over and over like desperately trying to find a reason to refuse the exchange. After spending a good moment doing that, she found 2 little threads of what it seem to be fibers perhaps from the packaging or the factory, and she claimed those were hairs and said because of that she wasn't going to exchange. The curtain hadn't been used or taken out of its packaging (until she removed it from the packaging and unfolded it) and we let her know that, so those 'hairs' were not our fault, the curtain wasn't dirty or damaged, and unless they produce and pack their curtains in a sterile environment, it's likely to find stray pieces of thread or fibers. So now we're stuck with a curtain we cannot use. NEVER AGAIN, NOT BUYING FROM THEM ANYMORE. Still have a house to decorate and even though they're my nearest shop to buy the supplies I need, I am not getting anything from them. It's a basic right for any consumer to be offered a refund or exchange. Their employee not only denied us our right as consumers, she was also extremely rude and treated us like criminals.”

Helpful Report

Posted 3 years ago

“bought a Toulouse double bed which looks good but it is badly designed ... when built it can only be moved by someone at the head and foot , if lifted at either side the foot of the bed falls off. the slat frame is supported by two more legs to be bolted on underneath in the middle ...but the instructions do not show this properly ....the legs were not in the pack when delivered ...rang to ask for them and was waiting 3 weeks for them !!!! i improvised by fitting a long slat across the middle under the slat frame this was better and neater than having 2 more legs underneath it .If i had not done this the bed would not have been secure and could have collapsed while waiting for the legs. the slat has been left in. the design should have the support for the frame incorporated in the design instead of the legs and a cover plate over the head and foot attachments would stop the foot falling off when lifted at the sides. As i said it is a nice looking bed but is let down by poor design.”

Helpful Report

Posted 3 years ago

“Would give no stars. Ordered a few things. Ironing board didn’t turn up on the day. Went on live chat but because for some reason they had put the order in my husband’s name(no idea why) they wanted to speak to him. I told them he’s asleep and got Alzheimer’s but I have Lasting Power of Attorney. They needed to see it and wanted me to send a photo via email. Rang up, spoke to a very kind young man but had to wake my husband up and try to get him to remember our address. The guy was apologetic and is trying to sort it out but not even our local hospital when I’ve told them I’ve got an LPA asks to see it. Totally disrespectful, they need some training to deal with this kind of situation. Will never order anything by post again.”

Helpful Report

Posted 3 years ago

“So disappointed waiting for curtains to be fitted for the second time only to have the appointment cancelled and to be slotted into a time which is completely impossible but not even asked if it was ok So bad never again”

Helpful Report

Posted 3 years ago

“No stars for this company! You cannot contact their head office. Having first spoken to my local branch about my complaint (they could not help me) I then tried to contact Dunhelm by email. The email address for Dunelm is for order related queries only. The "head office" phone number has three options all orders related. I spoke to someone called Nathan on live chat. He and his "management team" were unable to read and respond properly to my complaint due to Nathan's automated script. My complaint relates to the very poor customer service and the layout/ parking fines in the carpark at their branch in Torquay. I know that the carpark does not belong to Dunhelm, but they have a duty of care to their customers. It says the maximum stay at the carpark at Dunelm is 2 hours. This is sometimes untrue for two reasons. 1.To exit the carpark you may be queueing for half an hour to get out, due to the carpark being shared with MacDonald's customers coming in to the carpark for their takeaways. When you have got past the MacDonald's customers, you are then met with traffic lights. 2. My wife is in a wheelchair and on our last visit we purchased several bulky items and were offered no help taking them out to my car. This further delayed our exit from the car park, as I had to leave my wife just outside of the store with our bulky purchases while I got the car. In the end we were charged a £60 fine for being in the carpark for 2 hours and 12 minutes. Very bad service Dunelm.”

Helpful Report

Posted 3 years ago

Dunelm is rated 2.3 based on 1,108 reviews