Dunelm Reviews

Name: Dunelm
Rating: 2.25

2.3 Rating 1,111 Reviews

30 %

of reviewers recommend Dunelm

Company Reviews

Questions

Metrics

2.3

Based on 1,111 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

Visit Website

Write Your review

Tell us how Dunelm made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

“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

“Had delivery to sons house next door ... advised delivery man to pop it in my garden as he’s at work ..... stood at his door banging on door then on window for about 3/4 mins, told him again and his reply was just spoke to them ..... yes on mobile which is with him at work !.... what a knob . Then once he realised he rolled the box on its ends over to my garden which had a garden setting it, so not a small box. What a complete and utter disrespectful thing to do will not be using them again don’t care if you had a bad day you don’t bring it to your next customer ..... the drive was embarrassed as this was the drives mate !”

Helpful Report

Posted 3 years ago

“I am really disappointed using the bed after one year it’s going to flat when I slep on bed. I am getting body pains. Now we are planning to buy another one.”

Helpful Report

Posted 3 years ago

“Shambles of a company. Ordered six lights...5 got delivered...phoned, emailed and was eventually told that the lights were out of stock. They were actually out of stock when I ordered them but I was willing to wait three weeks. After speaking to them I was told they did not know when the new stock would be in. I was offered a refund for one light or six but I had already fitted the five and needed the sixth one for the hole in the wall. Eventually after constant complaints I was told new stock would arrive on the 9th of May. It’s now the 18th and after emailing and asking to speak to an owner or someone senior within the company I have had no response.... Shambles of a company.”

Helpful Report

Posted 3 years ago

“Dunelm is rubish company bought a pillow from them for my mother. The packaging was a zip type opening, when my mother felt the pillow without opening it, she said was to firm, and to exchange it for softer one. My mother went with me to check for herself. Dunelm wouldn't change it as they said it had been open, but it wasn't open, they flatly refused to exchange it. We have made lot of purchases from them in the past. Never again will we buy anything from them again. I advise people not buy from them, unless they are prepared to loose money if they want to exchange or return.”

Helpful Report

Posted 4 years ago

“Ordered and paid for Garden Furniture on 5 week delivery. Day before delivery date told out of stock. Spoke to Customer Service (do not think there is any with Dunelm) was advised very sorry this is very poor will look into it and call back (No Call) Then received email to confirm new delivery date. Waited in all day and no show. DO NOT USE THIS COMPANY.”

Helpful Report

Posted 4 years ago

“Fogarty Superfull 10.5 duvet I bought two of these duvets in Jan and Feb. The first one was lovely, fluffy and thick. But the second one was thin and flat, a completely different duvet, as if the wrong label had been sewn on it in the factory. I emailed customer services, who asked for photos, but how do you photograph the thickness of a duvet?! I did my best, but as I had expected, they said they couldn't judge from the photos. They said I should take it into my nearest store. I told them I can't do that, it wouldn't be safe because I'm shielding. But they said it was "company policy" and offered no other solution. Basically it was my tough luck! I have been shopping at Dunelm for 18 years and spent many hundreds of pounds over that period. I thought I was a valued customer, but apparently not. I will be shopping elsewhere in future”

Helpful Report

Posted 4 years ago

“Very dissatisfied by the disgraceful service provided by Dunelm. From staff at the Stevenage store to the customer services department, a very bad experience with no resolution. I placed a click and collect order (and paid for it) on the 17th of March 2021. By the 21st of March I received an email saying the order was ready to collect. My dad went to the store to collect my order, they were doing contact free collection which meant my dad stayed in his car in the car park and the Dunelm staff came out to the car. A Dunelm staff member (member x) scanned the barcode on the email and left to go collect the items. Member X returned to the car and told my dad that the items were no longer in stock and that I should get a refund. My dad disputed this as the email said the items were ready to collect. Member X left and a different staff member (member Y) came out and told my dad that the order had previously been collected. Member Y was in fact rather rude and treated my dad as if he had already collected the order and was trying to steal another one. Member Y then told my dad to leave and that I should contact customer services. I have contacted customer services 3 times to get this resolved to no avail. On each occasion they have promised to contact me back which they have not done. I feel done in by Dunelm. They have stolen my money as I still do not have the items I have paid for.”

Helpful Report

Posted 4 years ago

“Wish I would have read these before I ordered a new bed online. Ordered and payment taken online, confirmation and delivery date sent to me on Friday it will be delivered on Saturday.Delivery date came and went with no delivery. Went on chat to be told it is out of stock. Again they take your money and then don’t contact you or offer a replacement product, cancelled order and refund requested told it will take 3-5 days but let’s wait and see. Will not be shopping at dunelm again.”

Helpful Report

Posted 4 years ago

“Terrible customer service, I wish I’d read these before as I’ve also been caught out by them. They’ve had my money but no good and waiting for refund which was promised last week, as it not there in my bank I’ve contacted them and been told another 3 to 5 days. Tried on we chat and Sophie just gave her explanation and disconnected call. I hope you never have to speak with someone like yourself Sophie.”

Helpful Report

Posted 4 years ago

“Dunelm duplicated my order, their error , but they have not given me a full refund despite my returning the goods,”

Helpful Report

Posted 4 years ago

“Ordered a divan for home delivery. It's turned up today without the two screws necessary to connect the two sides. If you call the customer service number, you get a message saying that they're too busy and then you're cut off. Your only option is live chat which has a massive wait time. Avoid!”

Helpful Report

Posted 4 years ago

“Dunelm is a disgraceful company!!! Bought sofa from Dunelm when arrived found hairs inside & was used, asked 50% refund as compensation to keep it as it is but Dunelm refused & offered 15% off or return for refund, please beaware Dunelm is total cheat, fraud & waste of time company, don’t buy and don’t trust this company because of their name or brand, company sending used item to customers on purpose so customers will have no other option but to accept 15% refund and keep the items as most people discard their old sofas a day before due to lack of space so company is well clever to understand weak points of customers, Dunelm employees have no idea how to deal with customers, they really need to improve their customer relationship management skills, don’t trust and don’t buy from them rather pay more and choose some better reputation company.”

Helpful Report

Posted 4 years ago

“Appalling!!! Shop elsewhere We bought a bed and was given a delivery date. Took time off work to wait in for it, but it never came !! Spoke to customer service who said it was still in the warehouse !! Someone would be in touch within 72 hrs . This passed with no one contacting us. We spoke to an agent again who just said the same thing, someone would be in touch within 72 hrs as the order hadn’t even been processed!!!!!!! We asked for a full refund and will never shop with Dunelm again. Wish we’d read the delivery reviews first !!!”

Helpful Report

Posted 4 years ago

“Here we go again.they take your order and your money,tell you it’s been dispatched.leave you hanging until delivery date has passed.onus is then on you to chase them for answers where your goods are.72hrs later tell you it’s lost and none left in stock then it takes 5 days to refund your money.total scam dunelm should be done everybody.”

Helpful Report

Posted 4 years ago

“BEWARE they keep your money for days. When you order online, they take your money, then tell you it's not in stock. You are then told you have to wait 72 hours for them to process your refund. I guess it looks good for their cashflow to have all that money in their accounts and they're earning interest by holding customer refunds”

Helpful Report

Posted 4 years ago

“As other reviews, only received 6 of the 8 dining chairs I ordered and had confirmed were available. No explanation, no refund, no replacement. I've spoken to them 4 times and sent 3 emails and heard nothing back. DO NOT BUY ONLINE FROM DUNELM!!!!!”

Helpful Report

Posted 4 years ago

“Terrible quality. Quilt cover snagged, pillowcases not stitched up square, even the Dorma pillowcases were poorly stitched. Why is there no quality control?”

Helpful Report

Posted 4 years ago

Dunelm is rated 2.3 based on 1,111 reviews