Dunelm Reviews

Name: Dunelm
Rating: 2.29

2.3 Rating 1,035 Reviews

31 %

of reviewers recommend Dunelm

Company Reviews

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Metrics

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

Anonymous // 01/01/2019

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

“I purchased a click and collect item and paid by visa card. I am expected to wait until January for a refund after returning it to store.”

Helpful Report

Posted 2 years ago

“Bought four double sheepskin rugs to use as throws. After a couple of days my breathing became very poor. My wife isn't affected but now £140 of sheepskins are in our loft. Not Dunhelms fault but everyone should be warned to ensure they are not allergic to these sheepskins BEFORE purchase. I have never shown any allergy to any product before. When I tried to post a review (after numerous badgering's from the company to do so) it "didn't meet their criteria"”

Helpful Report

Posted 2 years ago

“I have ordered & received goods was pleased BUT a pair of curtains sent to me wrong returned & curtain poles sent back no refund yet 1 outstanding from January contacted Dunelm no aknowlegment now 22 Febuary took some items back yesterday to Matalan Email today from them confirming items I returned that's excellent after sales service unlike Dunelm”

Helpful Report

Posted 3 years ago

“Ordered a king size mattress which arrived in good time, however the two delivery men literally could not get away from my house fast enough. They barely pushed it into the kitchen. I realise Covid rules mean they shouldn’t enter a customer house but honestly, a bit of common courtesy? When you live alone a king size mattress is not going to get up the stairs! If plumbers and other tradespeople can come into a house (with appropriate PPE) then why can’t dunelm delivery drivers? They didn’t even have masks or gloves. And because they could not get away fast enough, I was unable to check the mattress which was completely soaked on the bottom half, despite being wrapped in filthy plastic - mud which was now all over my kitchen floor. I have no idea how this happened, they must have put the mattress down in something wet and dirty but I am thoroughly unimpressed.”

Helpful Report

Posted 3 years ago

“Ordered online, everything was supposedly in stock, the next day I had a msg to say part of order unavailable, which as part of a set, I cancelled whole order. They refunded only for the item that was unavailable, it took a 30 minute phone call to get the rest of my refund. I am so disappointed I will not order online again from dunelm”

Helpful Report

Posted 3 years ago

“I ordered a kettle and matching 4-slice toaster from Dunelm online and both were delivered - free delivery over £49 - but only one side of the toaster worked. My daughter returned it to store for a replacement, as guided to from their online advice. Unfortunately, it in only available online so received a refund. Of course, ordering online at cost of £45 it is under the free delivery amount so emailed them about this but 4 days later, still no reply. I will be returning the kettle and will buy elsewhere as there is no excuse for no response.”

Helpful Report

Posted 3 years ago

“Waiting so long for my order it’s ridiculous. Haven’t received my item yet. But when it comes it would be nearly a month. Ridiculous.”

Helpful Report

Posted 3 years ago

“dunelm poor service on click and collect you order and pay then 2 hours later you get email to say out of stock they can take your money out of your account straight away but they can't put it back in the same”

Helpful Report

Posted 3 years ago

“As a colleague and customer at dunelm, there is a lot that needs to be done in the slough store. From constantly being short staffed to being underpaid there’s many problems that come with dunelm in slough. We have no security yet thieves thrive throughout the shop and us as staff are expected to stop them putting ourselves at risk, colleagues are forced to stand out in the pouring rain and unbearable heat for hours of their shift with no swap over of people just so there’s always a “meeter greeter”. The manager Alpesh, needs to be changed plain and simple he has no people skills, doesn’t know how to talk to customers politely unless his manager Marcus or Rory is stood next to him, he disregards colleagues feelings and needs, and doesn’t know how to use the technology and most of the basic skills you gain from the shop. He embarrasses colleagues infront of customers which isn’t only horrible it’s just plain unprofessional. He is money hungry and doesn’t care about people. He pays a normal colleague management wage, gives her management hours because she’s a “key colleague” yet everyone else who falls under that section receives normal pay and normal contracted hours. The slough store overall is in shambles, and something needs to be change before i start talking to the papers because it’s honestly disgusting how people are treated there, and countless complaints have been made about the treatment and management yet nothing has been done. Glad to see the back of that place and i’m sure most people who are there now will be too.”

Helpful Report

Posted 3 years ago

“Previously have had good service from Dunelm, however recently at the Greenford store, which I have been to three times in the last 6 weeks, i have not had a great experience with staff, especially at the tills. Returned blind that was not opening properly and rightly expected to explain to the store what was wrong. However, I was made to feel like I was returning the blind due to not liking it, despite asking for an exact replacement, which they did not have. I then was told how the blind worked, as if I was thick, and it was probably me. 20mins this went on for, the queue behind was gathering as I was taking up one of only two open tills. Finally I was allowed to return the blind and selected a similar replacement at a further £30 cost to me. Then again when returning to the till i had to expalin again to the till operator why I was returning the oroginal blind. The service was rude appalling and inappropriate personal conversations between till staff whilst queuing was uncomfortable. I'm not sure why the customer service has dropped so dramatically in the last month or so, but I will be looking at other shops and defo lost my custom as now going to Hilarys for the shutters due to the lack of engagement when trying to discuss blinds etc with staff. Sad especially as I'm trying not to buy online at the moment to keep shops like this in our highstreets.”

Helpful Report

Posted 3 years ago

“Reasonable product at reasonable price good delivery service. However product I purchased a garden heater was faulty. Several emails later and days passed Dunelm finally replied but product now out of stock. I have item repaired at my expense and email to ask how this affects any warranty and they still do not reply. Poor communication and customer satisfaction”

Helpful Report

Posted 3 years ago

“Ordered Window screen on line. Delivery excellent but product not fit for purpose and no response from customer service. Very dissapointed”

Helpful Report

Posted 4 years ago

“I have been to dunelm cafe 5 time over this month February, im here again at the upstairs cafe and it hasn't changed a bit, still very very dirty ie food all over the floor, table cluttered with left over trays, spilt liquid on seats,the place is absolutely scruffy, I bought 2 teas this morning 1030am 25feb,I asked for tea spoons didn't have any ready, I asked for a teapot of hot water didn't have a teapot, I asked if they had any servietts I got 1,the staff are miserable never smile. Come on dunelm the staff in the cafe are ether lazy or just not bothered I don't think any of them want to be there”

Helpful Report

Posted 4 years ago

“My lampshades were supposed to be delivered today 8.30-5.30 (all day I have to be available). Just had an email saying they will deliver tomorrow. They won't take into consideration a small window of time I can't be available, nor my delivery instructions at the door. Pretty terrible.”

Helpful Report

Posted 4 years ago

“I have purchased four sets of fitted sheets over the past couple of years and all sets have shrunk after only a few washes. They are now so tight that I cannot get them on the mattress. The second set were from their Hotel Collection 100% cotton. I have laundered them according to the instructions and having spoken to a lady working in the bedding department of another department store I decided to write to Dunelm on her suggestion. Dunelm answered my concern by saying that I should click on the location they offered as it will give me guidance about their bedlinen. I looked at the information and it was totally unhelpful and didn't answer my question. I wasn't asking for reimbursement just an answer why it should happen, so customer satisfaction is obviously not top of their list. Strangely enough when I mentioned the problem of shrinking sheets to a friend she said, "Oh you didn't get them from Dunelm?" So obviously it is a problem that Dunelm do not acknowledge. I feel disappointed because I have always enjoyed my visits looking around their store and other purchases I have made have not been a problem for me but I do view the store differently now. Such a pity.”

Helpful Report

Posted 4 years ago

“Rimini Ottoman double bed. Positives first ! The bed was delivered on the agreed day. Once assembled it looked lovely. Negatives - the instructions for assembling the bed are awful - poor diagrams and the screws, bolts, washers etc are all lumped together in one bag. It took my husband ( who is a skilled and very experienced DIYer) three hours to put it together !! Never before have we seen such useless instructions !!”

Helpful Report

Posted 4 years ago

“A very disappointing experience at one of our favourite stores. We went to Horsham yesterday and it was a shambles. We have spent a lot of money with you in the past year but never again because of rudeness,incompetence and arrogance. We do not have a car and as we had purchased items that were fragile we did not want to carry them around the shops in the most appalling weather conditions.”

Helpful Report

Posted 4 years ago

“Wrong amount of items delivered ,customer services 20 mins to answer , what a joke ,”

Helpful Report

Posted 4 years ago

“I paid £50 to use the curtain home measure and fit service in Taunton Dunelm and was sadly very disappointed. The first man they turned up was unhelpful and had an attitude from the start. I found him quite rude at times. The second man that fitted them was also rather unfriendly and lacked any customer service skills. I fed my concerns back to Karen in the curtain department. The feedback card I was given to go online re how do we measure up was faulty and clearly needs addressing as pointless!”

Helpful Report

Posted 4 years ago

“Found out when returning home that I'd been overcharged at Warrington store. Rang and member of staff admitted item wrongly priced, but said I would have to contact customer services to get partial refund. Rang as adviced, told I couldn't get refund without proof of overcharge, despite giving staff members name in-store, till receipt number, item number, paid by card so could give are details. Told they can't contact individual stores to clarify the info. Being expected to jump through hoops due to their mistakes. Won't be returning to Dunelm!!”

Helpful Report

Posted 4 years ago

Dunelm is rated 2.3 based on 1,035 reviews