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Dunelm Reviews

2.3 Rating 1,035 Reviews

31 %

of reviewers recommend Dunelm

Company Reviews

2.3

Based on 1,035 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 3 star review on 13th December 2023

Dunelm 1 star review on 4th November 2023

Dunelm 1 star review on 4th November 2023

Dunelm 1 star review on 12th October 2023

Dunelm 1 star review on 6th May 2023

Dunelm 1 star review on 6th May 2023

Dunelm 1 star review on 10th April 2023

19

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I actually cannot believe how horrendous the service has been with Dunelm! I ordered a parcel which was sent to my old address, and the parcel was then 'returned to sender' via the courier. The courier didn't scan the parcel back and no tracking information was provided, and despite providing evidence on my old apartment buildings log book of the collection, and CCTV evidence of him taking the parcel, they refused my refund! They actually had the audacity to tell me to go to the police, when it's their fault their courier has misplaced or stolen my parcel. In a climate where retail stores are struggling, a company like this doesn't deserve to exist. I have had issues with their competitors like The Range, Next, John Lewis and all have had amazing customer service.. Piece of advice, don't risk buying from them! I am out of pocket by hundreds of pounds and having to take further legal action. Absolutely disgusting!!!”

Posted 3 months ago

“First time I ordered from Dunelm and they sent me the wrong item and after a long wait for an adviser to become available on the chat, got kicked out so had to queue for ages again. Only to be told that the item is no longer available and they will have to wait to receive the wrong item before they could refund me. And this is while the item is still available on the website, which I pointed out and they said it's an error on their stock system. It really doesn't seem like this company know what they're doing. Not being funny but my order was for 2 items and they couldn't even get it right. Instead of refunding me straight out , they just decided to send me a random replacement whilst withholding my money. They then arranged collection which went fine and delivered on Monday but apparently now I have to wait until it's been delivered to their returns warehouse and won't get my money back until at least the 2nd February!!!! Wouldn't it make sense to get it sent straight to their return warehouse as apparently it's in their network now, whatever that means???!!! A sorry excuse of a company!!! And the adviser had the nerve to say it was because not all people are honest, well Dunelm is a perfect example that not all companies are honest!!!”

Posted 3 months ago

“Shocking to receive a sideboard ordered online and it doesn't even assemble properly . Not enough screws which we then had to pay extra for online !! No apology and only bother to respond when it suits them . No offer of an apology . Never will i use this shambles of a company again”

Posted 3 months ago

“Shocking customer service. Items missing from box. Cannot send the missing items in the post, instead I am expected to make a 52mile round trip to my nearest store to collect a replacement item. Outrageous. My time and finances are penalised for their errors. Do NOT BUY IN STORE is my advice !”

Posted 3 months ago

“Absolutely poor service - out of 6 orders places notification then received that items out of stock for click and collect 2 items collected have been broken! Customer services are inept and have no idea how to respond to a complaint! Generally poor all round!”

Posted 4 months ago

“bought a pair of blackout curtains in the sale for 85£.What a waste of money.They are more like a tarpaulin sheets.Very hard and thin and not blackout”

Posted 4 months ago

“I ordered a wardrobe from Dunelm and, after it's arrival and installation, rapidly regressed into severe physical symptoms - difficulty breathing, swollen eyes, sneezing. Upon testing with an air quality monitor, I realized the wardrobe I ordered was emitting toxic levels of volatile organic compounds (TVOCs), which incur severe short and long-term health consequences, well in excess of the safe levels recommended by the EU WHO guidelines for the protection of public health. On contacting Dunelm to request the wardrobe be removed and refunded, they sent me through a long, independent verification process as they refused to accept my monitor as evidence of the TVOCs (questioning it's accuracy), requesting I remain within this immovable wardrobe testing highly toxic. DO NOT order furniture from this store, you will potentially put yourself at serious health risk.”

Posted 4 months ago

“Just the worst shop ever!!! with staff who clearly don't want to be there, will never go there again. went home and found all the goods i wanted online at half the price. Stay well away from this terrible shop and awful staff.”

Posted 4 months ago

“Dunelm sent me a text telling me to pick up my order. I checked the website first as I am disabled, which said store closed at 8pm. Got there at 18.45 to find the store has closed at 18.00. I was not the only person trying to pick up their parcel at this time. I travelled a long way to get there. I have bought a lot from Dunelm in the past but will never buy from them again.”

Posted 4 months ago

“I bought a cot bed duvet cover which was returned as the colour didn't suit the bedroom decor. Took it back to the store for a refund which was processed OK and refund receipt issued. Unfortunately the credit never appeared in my account. Queried it with customer care on website,no response. Then wrote a letter. Sent copy of purchase and refund receipts. Eventually after a couple of emails I was told to go back to the store. That was a waste of time as they said the item was showing as refunded and nothing they could do. Now registered as complaint with credit card company. Hoping they can trace my refund money.”

Posted 4 months ago

“Delivery drivers stole my sons Christmas present”

Posted 5 months ago

“This honest blue wallpaper looks gorgeous in the pictures and when initially unrolled. However unless you are putting this on newly plastered walls or new build walls that are perfectly square /flat SERIOUSLY avoid this paper. It's poor thin quality excessively highlights any minor imperfections, and when this is raised with Dunelm to try and return the unopened paper you WILL be told that firstly it's all the fault of your decorator of 30 plus years and then that even thought I attest that this paper is not fit for purpose it cannot be returned if you are outside of the 28days . Awful lack of customer care and basically a totally inadequate provision. If you want c*")/y paper that puckers, rips and won't lie flat definitely buy this junk, if you want decent wallpaper and decent customer service go to b and q ! I have advised as many family and friends as I can about Dunelms shocking attitude and will never set foot over their door again. I have a 2k budget for curtains which will now go somewhere else where customers are treated better and where blame for sub part products is not tried to palmed off on hardworking tradesmen . Would have been a no stars review if I had been able to post this without at least giving this tissue paper atleast a 1 star review”

Posted 5 months ago

“If you look at the reviews for all local Dunelm stores the Coventry airport retail park is the lowest rated store in the West Midlands Remit. The store is always empty. The way it’s laid out is poorly done and feels more like a jumble sale, and it’s cramped. The staff all look miserable and the customer service is dreadful. This seems to be the overall theme on this particular stores reviews. They all need customer service training, including the passive aggressive over promoted store Manager, who will do all she can to make your issue worse instead of trying to help. No wonder staff are so unhappy when they have a person like that leading them (leading is a strong word) . This store is a very poor representation of Dunelm which is a shame as their products are great, but every time we visit this store we don’t buy anything and leave feeling all happiness has been sucked out of our souls! I joke, but the customer hating management here is no joke!”

Posted 6 months ago

“Click and collect item that doesn’t arrive comes my issue, trying to get a refund text time despite the fact that this is not my problem it’s between Dunelm and the courier so why am I made to wait and have to contact them several times despite the fact that they tell me, they would be in touch, poor, poor communication”

Posted 6 months ago

“I took a quilt back but I didn’t have a receipt. As I was buying another, more expensive quilt, I didn’t think there’d be much of a problem. How wrong was I? I was made to stand like a naughty schoolboy whilst ‘the manager’ looked through the till rolls only to be told there’d been a ‘system error’ and that I’d have to come back another day (I’m in my 9th year of Parkinson’s). Customer Service told me to write to the manager of the Erdington Store, and ask him to complete the audit and then ring me up. I never heard from him or them again. I wrote to the CEO asking if he could involve himself. I didn’t hear back from him. A lousy organisation from top to bottom. I only hope that people will continue to shop on the internet and will eventually see no need for Dunelm.”

Posted 6 months ago

“I am writing about the cafe in Romford Dunelm. It wasn’t even 1pm and yet the menu was very limited. We couldn’t get three of the items we wanted and there was absolutely no flexibility with the order. The queue was very long and it took 15 mins to reach the till where one girl was serving AND making all the drinks. I had chilli jacket potato. The meat had been “nuked” and was rock hard. The tea was so weak even despite leaving it to brew. We used to like this cafe but not again. It deserves zero stars not even one!”

Dunelm 1 star review on 4th November 2023

Dunelm 1 star review on 4th November 2023

Posted 6 months ago

“Poor quality rubbish that you would find on a market Overpriced for what it is, click and collect when they lose the item or the courier loses the item you’re inconvenienced trying to get your money back. You have to wait for God knows how long jokers never again.”

Posted 6 months ago

“Your Dundee store manager is the problem . He follows us around making us very uncomfortable always skulling around treating us a some kind of thief he manic.we shopped at this store since it opened years ago now everything has changed for the worst if he is not told to amend his behaviour he will have no customers .”

Posted 6 months ago

“Received the made to measure blind with black out lining and once opened up there was 2 holes in the lining letting light through. This blind cost £217. Reported the issue to the online, faceless chat and received agreement for a partial refund. This was agreed as I was preparing to make good the damage and save the messing around however after chasing up 3 days later I was told that I was sent an email. Never received this so was sent again. The email stated that “no refund and this is our roman blinds, meaning this is how the curtains are meant to be manufactured” With 2 random holes in the material??? Very poor customer service for an expensive item but I couldn’t continue with the chat as they closed it down! I’ll be now progressing a full refund and return. Definitely going elsewhere in future. Don’t hold hope if you do order and have issues!”

Dunelm 1 star review on 12th October 2023

Posted 7 months ago

“No service at the Basildon store. The staff don't want to help. I left 400 pounds of purchases in a basket due to the attitude of the cashier. Really disappointed having driven from Southend.Disgusting customer service.You can keep your goods & I will keep my money”

Posted 7 months ago

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Dunelm is rated 2.3 based on 1,035 reviews