Dunelm Reviews

Name: Dunelm
Rating: 2.24

2.2 Rating 1,168 Reviews

29 %

of reviewers recommend Dunelm

Company Reviews

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Metrics

2.2

Based on 1,168 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
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

“Falkirk dunelm absolutly shocking . Selling items not in stock.. that they show in stock . Take youre money . They dont keep you up tp date with what is happening . Over 2 and a half hours To answer phone . . Then they do not know why order is not complete untill they look into it further ...staff needs further training on customer services .. very dissapointed appaling infact .dont hold a candle to uddingston”

Helpful Report

Posted 7 months ago

“Awful Awful. Given a specific delivery date. Unfortunately they use Evri to deliver. Didn't get any updates. Checked delivery tracking on day it was due and it said they were not going to deliver. Contacted Dunelm live chat. Was told just to wait 48 hours. I told them i would not be at home for the delivery which is why i choose the delivery date i had. Asked for my complaint to be escalated for a resolution and was told no just wait 48 hours. Really shocked by how unprofessional the operator was. Wont be shopping at Dunelm again Update 2 emails sent to dunelm.no reply No updates from Evri ,promised a call within 24 hours didn't happen Still no parcel nor any updates as to where it is. I would give 0 stars if i could!”

Helpful Report

Posted 7 months ago

“Placed an order online for a number of storage baskets and paid for standard (2-3 day) delivery. For a few weeks I received various emails and texts from Evri about my order. The usual routine was a message stating 'my parcel is out for delivery' with a timeslot, the timeslot would get pushed back, then another message that night or the following morning stating "your parcel could not be delivered", sometimes with a blank photo as "evidence". Eventually I stopped receiving any updates. Then another week or so later, a refund appeared in my account (split over several payments, I have no idea why). I received no communication from Dunelm whatsoever, other than their initial "order acknowledgement". I received nothing to say what the issue was with delivering the order, or why it had been cancelled.”

Helpful Report

Posted 7 months ago

“Returned several orders almost a month ago, all were collected by 2 couriers on the same day. My side of tracking shows 4 out of 5 items were delivered to their warehouse 2 days later. After 2 weeks I had not received a refund for any of the items, so I queried this with CS. To cut a long story short, I haven't received a refund and they are "unable to refund until all items are located". I have photographic proof from one of the couriers that they delivered on the said date, but CS is unwilling to provide any updates.”

Helpful Report

Posted 7 months ago

“Ordered paint online, but when it arrived it looked like a completely different colour. When to return it in store, but no refund on paints. The attitude was also poor, like when she had to log in to enter the order number. Won't buy there again.”

Helpful Report

Posted 8 months ago

“Where to begin🤔 So many instances of Bad Customer Service. On one occasion it took 3 separate Customer Service personnel to 'Get It Wrong'.😂 I had to continually call them back... 🤔Hand towels ...Not... Tiny, thin and leave fluff attached to your hands or face after several washes... Small, Cheap and Nasty. Next fed up of their Constant ⚠️'BAIT AND SWITCH website scams'⚠️ Getting worse than ever, during the summer got online and ordered quite a few items... Just under £200 pounds worth of goods.... Took me a long time, as their website is useless and slow 🤔 hmn... Yet Another problem. Anyway, went to pay for the items... only to be informed they had NONE, yes *NONE OF THE ITEMS I HAD CHOSEN WHATSOEVER* WTF🤷 Well, I no longer shop there. Dunelm smarten up fgs, (your values are wanting and shameful.)”

Helpful Report

Posted 8 months ago

“Absolutely appalling Customer Service. I have lost count on how many times I have tried to get through to the Chelmsford store. I then tried the main Customer Services and gave up after approx a 30 minute hold. Curtains bought are uneven.”

Helpful Report

Posted 8 months ago

“No problem with Dunelm store itself, but the Pausa cafe in Sittingbourne is another matter. Went in for a quick lunch this afternoon just toasted sandwich and a cup of coffee. Only about eight people eating in the cafe, It took the assistant at least 10 minutes to deal with one person in front of me. I finally gave my order and then went to a table. After waiting for 20 minutes, I went to ask about my order. It then came to Light that the person dealing with the food had put the order on the side and forgotten about it. The reason I was given was that they were extremely busy, to which my reply was that they didn’t exactly look rushed off their feet. I asked for a refund on the sandwich and it then took another 10 minutes for them to work out how to put the refund back onto my card. They then said again, sorry but we are extremely busy washing up . Definitely not a good experience and will not be returning any time soon.”

Helpful Report

Posted 9 months ago

“Bought a mattress from Dunelm and in under 2 years a spring broke and they refused to even discuss a replacement ir a partial refund. Went back and forth for weeks with emails but they've clearly been dealing with complaints for a long time as their blunt and belligerent refusal to help was well-practised. Gave up in the end and will buy from another company. Honestly, I cannot recommend this company and strongly advise all of you to shop elsewhere. It isn't worth the grief dealing with Dunelm.”

Helpful Report

Posted 10 months ago

“2x days of promises that you cowboys would deliver. 2x days of waiting around. Still no sign, no communication & no way of finding out where my order / £160 has gone to. I’ve written the money off now & just regret not staying with John Lewis.”

Helpful Report

Posted 10 months ago

“I ordered 2 things on line to be picked up in 2 hours I then got a message to say one of the items wasnt available so I ordered something similar again not in stock but when I went to the store today to pick up the other item there was plenty of the other item I wanted 🙃 also picking up my order was chaos you put in a code so they know you are there 15 minutes later I had to ask someone on the till to get my item no organisation this was the Chelmsford store by the way”

Helpful Report

Posted 10 months ago

“I bought some RECYCLED POLYESTER curtains for my south facing living room the other day and put them up. Each time I come down in the morning, there is a noxious smell of chemicals which is coming from these curtains. I looked up what they are made of and they are recycled polyester. When I did research on the internet about polyester curtains, I found out they give off things like formaldehyde, benzene, etc. The fact that the curtains are hanging on a window that gets extremely hot during the day when it is very sunny only makes the problem worse. I spent £100 for them and have only had them 5 days now and still the smell that they give off is horrible. I'd like to take them back but it's impossible to get in touch with Dunelm either by internet or phone. I phoned them about 10 times and they are always busy. I feel like crying because they weren't cheap and now they are a threat to health. I'd like someone from Dunelm to get in touch. I will never buy polyester curtains again and would like my money back. PS: Dunelm wrote to me back and told me to take the curtains in to the store to fight my case completely discounting that the curtains could actually give off toxic chemicals and then he told me to "have a great rest of day." Is this the kind of professional response people want to hear from a national company. The customer advisor completely misses the point that heat will cause the recycled polyester curtains to give off a noxious smell. No admitting that it could be true and it would be investigated - just saying "have a great rest of day". This company doesn't even deserve 1 star.”

Helpful Report

Posted 10 months ago

“I may have left my bank card in the store when I paid for items earlier today. It is obviously urgent and I have attempted to call the store on numerous occasions over the last one and a half hours . On each attempt the phone rings for some time and then a voice comes in and say that they are busy and to call back later. I have contacted all other stores that I have visited and all answered within a reasonable time, Dunhelm are the last and without doubt, the worst.”

Helpful Report

Posted 11 months ago

“The deliver drivers from Barnsley store left extensive damage to my property took pictures apologised and told me to call customer service for reimbursement- customer service refused liability - all directors and CEO have not responded - instigating legal action”

Helpful Report

Posted 1 year ago

“Ordered online, paid for delivery of 4 items but 2 went to the store of their choice to be collected. It would be good to know in advance. the website information is misleading the buyer”

Helpful Report

Posted 1 year ago

“The issue that I have experienced was: I paid for next day delivery which did not arrive and there was no knowledge or information from either Dunhelm or DHL why! I contacted shockingly poor customer service who refunded my next day delivery cost but would not refund the cost of my order until they received it back from DHL. I was therefore left in a position of not having the money or the order while DHL have one aspect and Dunhelm have the other. Why on earth should I wait on a refund for an order I am not returning (which I accept would be the case if I was returning it myself) but which I have not received. I have been a long time customer of Dunhelm from quite a young age. I will not under any circumstances ever shop with them again either online or in store. Eve”

Helpful Report

Posted 1 year ago

“Damaged bed base received a placement 5 days later only to find the replacement damaged, then told they would replace the replacement in another 6 days meanwhile having to sleep on a mattress on the floor, not ideal for someone who is disabled, and then told they can collect in 3 days but can't get a refund for 7 to 10 days I will not be buying from dunhelm again, terrible service beware”

Helpful Report

Posted 1 year ago

“On trying to use my gift card online I am being told, 'Sorry we couldn’t process your transaction. Please try again'. So I did, again, and again, and still the above appeared. So I phoned the store, again and again. Guess what...no reply due to the phones being busy, with other unsatisfied customers trying to get through no doubt. It appears that the item I want from Dunelm is only available online, so despite having a gift card I have to pay via my debit card If I want to have this item. Can I then go to the store and have the money for the item deducted from my gift card and put back on my debit card? I doubt it! Dunelm get your act together. WHAT A SHAMBLES!!”

Helpful Report

Posted 1 year ago

“Very poor customer service. Purchased 2 hall mirrors checked them in box seemed fine but after putting the mirror on the wall within 5 minutes the mirror glass fell off the frame smashing all over the floor, could have been so dangerous had there been a child near by. Contacted Dunelm for an exchange they refused as it was over 28 days will never shop there ever again. Conveniently for them they won’t allow me to upload a photo of the mirror frame.”

Helpful Report

Posted 1 year ago

“Ordered two quilt covers ,unicorn design, I like to wash before use one was fine other one I had to hand stitch seams in several places.No pictures were taken bacause I had to mend and put on bed before granddaughter returned home.”

Helpful Report

Posted 1 year ago

Dunelm is rated 2.2 based on 1,168 reviews