Dunelm Reviews

Name: Dunelm
Rating: 2.26

2.3 Rating 1,124 Reviews

30 %

of reviewers recommend Dunelm

Company Reviews

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Metrics

2.3

Based on 1,124 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

“Terrible, not interested in customers once items have been bought. I emailed Dunelm regarding a damaged mug and as yet they have never contacted me. Even tried to call the Paisley store and you cannot get through to their store. I will never shop at this store again, very poor customer service and once they get your money they don't care.”

Helpful Report

Posted 6 years ago

“customer service is a complete joke make you hold for ages and then are totally useless. DONT WASTE YOUR TIME!”

Helpful Report

Posted 6 years ago

“one simple order of 3 items. Good start as first item arrived early but on inspection part of wardrobe top was warped. Thereafter second item failed to show on the nominated date (for which a delivery charge of £9.95 was levied) (and still hasn't arrived nor any update received 6 days later. After 10 minutes on hold on the phone Dunelm couldn't explain it either. As for the 3rd item (a single wooden bed) half of it (in 2 boxes) arrived yesterday but without the 2 sides (not yet arrived) the bed is all but useless”

Helpful Report

Posted 6 years ago

“Very ignorant customer service.”

Helpful Report

Posted 6 years ago

“Awful online experience and very bad customer service. Do not use!! Place an order online which came in 2 packages. Took a week for first package to arrive which contained a mirror. This was too large so had to return but no invoice in package so had to return to store. Unable to get smaller size mirror instore and no refund as paid via paypal. Left with credit note i cannot use online. Second package arrived later with two invoices. Complained via email to customer service who have been very unhelpful and offered no apology or resolution and has been ongoing over a week. Very bad service and will not make future purchased. I do not recommend the company.”

Helpful Report

Posted 6 years ago

“Do not use the Beckton store. I placed an order over the internet, received a confirmation email, went to collect the order and only 4 out of the 9 items I had ordered were actually there. I was all but accused of lying when I said that I hadn't had a phone call to tell me that my order was incomplete. Customer service was non-existent, staff were unhelpful. I have had a wasted journey, had a significant amount of time wasted and received no apology from the store manager. There was also no attempt to remedy the situation by (for instance) offering to get the missing items delivered instead. I didn't bother purchasing the 4 out of 9 items they had picked for my order (or the significant amount of other items I had picked up whilst walking around the store) and left the store empty handed. I will NEVER return to the Beckton store.”

Helpful Report

Posted 6 years ago

“Absolutely useless were supposed to deliver a matress 3 weeks ago. Promised again would be today but now just been told its gone to the wrong depo again! DO NOT USE OR TRUST.”

Helpful Report

Posted 6 years ago

“Placed order for curtains in Broadstairs store - paid by debit card. Told receipt and invoice would be sent by email and would receive phone call in 2/3 working days advising delivery details. 6 working days later and almost an hour of phone calls - no email and no delivery info. Consequently, having lost faith, rang again and cancelled the order and insisted on immediate refund which surprisingly arrived within 48 hours. Just wish I had looked at reviews first. Consequently I would advise never to order from this inefficient business.”

Helpful Report

Posted 6 years ago

“My daughter ordered made to measure curtains at the Dartford store. We were told to order from the store before a certain date to ensure delivery for the time we had asked for. When we turned up on the date we were given the woman who does the ordering was on holiday and nobody at the store was able to access her computer? We were not the only bemused customers there either. After speaking to a disinterested manager and then phoning a completely useless customer services who said they couldn't do anything, we eventually found another manager who then said they would email her and put our order through, why hadn't anybody else thought of this? We had to wait quite a few weeks for a man to come and take measurements to put up a curtain pole above a slightly unusual shaped window. This curtain pole was actually the second one they fitted because the first one was not the one we ordered, also was fitted causing gouges to the wall. He then had to take the measurements before our curtains could begin to be made, another six weeks before they arrived. Different fitter then turned up to attach curtains and replaster the walls that the first fitter had damaged. Curtains were then found to be not wide enough, they wouldn't draw! Even if they had been the pole had so many connections for some apparent reason, that the rings were catching them and fitter wasnt actually able to close the curtains. Not only were they not wide enough but also way too short. Absolutely everything that could have gone wrong did. Dunelms service is not cheap. We complained and asked for our money back. We were treated very badly then, didn't want to give money back, kept rearranging times for us to to pick it up. Curtain ordering woman told lies but luckily we had emails from her to show she wasn't telling the truth. The curtain manager also said he would compensate us for the times my daughter had off from work for appointments when nobody showed up or bothered to tell her. Curtain manager was also a liar, said it wasn't up to him to arrange compensation even though he had told us the week before he would. Terrible, terrible company and customer services not at all interested. Other people at the curtain department told us that they were extremely unhappy too. If anybody orders curtains from this store after what I have told you and several other disgruntled customers also told us afterwards, you deserve all you get. will never ever buy anything from this store again. ps this service doesn't even warrant one star but was unable to review unless I chose a star ???”

Helpful Report

Posted 6 years ago

“Update following my last review. Despite having sent two internal emails to ask Dunhelm to contact us re our order (through the appropriate channels) and to speak to management we have still heard nothing! Still no mattress and no further communication from Dunhelm! My husband and I have both attempted to phone the company using the number provided but we are unable to get through to cancel our order . My money has still been taken by Dunhelm!! Why are they accepting orders and taking customers’ money when they know full well they cannot deliver the goods!? Next stop : Martin Lewis website!! Not impressed Dunhelm ☹️”

Helpful Report

Posted 6 years ago

“I have never had a problem with the Dunelm store but DO NOT order on line in case you have problems. I ordered a rug off the website and it arrived faulty. I rang customer services and the representative organised a return collection for 2 days time - great so far. Collection day arrived but I hadn´t received notification of a time slot so I rang customer services again. I was advised that the collection had been changed, without notifying me, to the following day. They were sorry it had changed and were sorry I hadn´t been notified but it wasn´t their problem. I asked to speak with a supervisor or manager and I was refused. I was told it was an internal matter & there was no reason to escalate the issue. I feel that faulty goods & the wrong collection day are reasons, especially the later. So I now have to waste another day waiting for a collection - hopefully this will happen & hopefully they´ll process the refund more efficiently than the rest of their service.”

Helpful Report

Posted 6 years ago

“Appalling ! I have been let down 3 times now with a mattress failing to arrive after also purchasing a bed from Dunhelm (which did finally arrive without a mattress) and bedding which did arrive . Luckily we phoned Dunhelm as no one contacted us to let us know! The excuse was that the mattress was damaged and had been returned by the Courrier without letting Dunhelm know ! What kind of an organisation is unaware of deliveries and damaged goods? We reordered the mattress after an apologetic response when we phoned them and a promise of a good will gesture and we were given a new slot for the mattress to arrive via text. On the so-called delivery day we were sent another text saying that the mattress could not be delivered and would be with us within the next 48 hours ! A further phone call was made and this time the mattress was no longer in stock ! We had to change our mattress completely after a very long phone call on our part to a member of customer sales who failed to pass us on to management as requested. My husband had already assembled the bed as we had been led to believe the mattress had been on its way twice by this time and so we felt forced to order a completely different mattress on the phone and we were again promised a bigger discount due to all the chaos. Furious is not the word! I ordered the new bed following my 4th lot of major surgery in two years and we have spent around £1000 with this company. I notice my account has been debited. The bed was due to arrive today so I ensured I did not make a doctor’s appointment for today as originally planned . I received the dreaded text this morning saying that the mattress will not arrive for the THIRD time !! There are clearly serious issues here with logistics and Dunhelm needs to address these urgently for all these poor customers who have received the same treatment as us . I have never experienced such a diabolical service for what I had believed was a reputable company . I would sincerely think twice before ordering from this company online in the future . What good is a bed and bedding without a mattress ? Come on Dunhelm, sort out this mess !!”

Helpful Report

Posted 6 years ago

“ordered a sofa on a monday for a saturday delivery.email on friday said your delivery is been dispatched.text at 7 am on day of delivery informed me that due to a network failure they could not deliver and would contact us within 48hrs.3 days later still no communication.no reply to email.contacted customer services 3 times with no real answer.eventually got a refund-at least that got sorted out quick.2 weeks wasted and 15 quid down on phone calls.useless!!”

Helpful Report

Posted 6 years ago

“Ordered a sofabed for delivery on a Saturday, received a text message on Friday confirming the delivery. On Saturday morning received a text message saying that they have a network issue and wont be able to deliver and that someone will get in touch to reschedule. Waitied until midday on Tuesday but ofcourse no one called. Called customer service only to find out that they never had the product in stock!!! How the hell do you accept orders then??? Was told that the product wont be available for another 2 weeks! A complete waste of time and a terrible experience.”

Helpful Report

Posted 6 years ago

“Dunelm Home Delivery Service is a absolutely appalling. Our item should have been delivered between 1 to 5 days but when I phoned I was told it would be 6 days, but I'd get a delivery fee refund. My only option was to accept the new date or cancel the order. Not wanting to waste any more time, I accepted the new delivery date. I got messages the day before delivery was confirming delivery after 7am. On the day I then got a message to say that due to Network issues I wouldn't get my delivery but would be contacted after 48 hrs to arrange a new one. I've tried calling Customer Services but after calling about 30 times and kept waiting each time, I haven't actually got to speak to anyone yet. I wouldn't use Dunelm again and I'd advise all customers not to use Dunelm as you may never get your goods.”

Helpful Report

Posted 6 years ago

“Horrible experience at Dunelm Catford and this is even before placing an order with them. We were supposed to get a surveyor to come and measure the windows of our new apartment. Having confirmed the same and take time off work to get it all done, no body turns up. This is in-spite of re-confirming with the lady at the store and trying to call the store most of the morning, but no body picks the phone up. My husband had a to take a day off to get this done and at the end of the day his time was wasted. If you cant do it and cater to your customers then just say No, but dont leave your customers hanging”

Helpful Report

Posted 6 years ago

“I bought a shark quilt cover for my grandsons birthday at the beginning of August. It will have to be returned as it's now coming apart at the seams. Ok it wasn't expensive, but why not charge a little bit more for a better quality product?”

Helpful Report

Posted 6 years ago

“Absolutely fuming!!!!!!! We brought the detroit table and chair set from you 2 years ago for £400, not a cheap set. In July whilst a group of children were sat around the table eating the table exploded beneath them!!! We contacted you straight away and were told that it was passed over to your customer service team. We've received a phone call from said customer service today advising us that they can do nothing!!!! As it general wear and tear!!!! So you expect all your tables to exploded after 2 years do you??? In my opinion general wear and tear would be scratches, chips in the glass etc not glass exploding!!! We were very lucky to escape any serious injuries. The table was obviously not fit for purpose and I think you'll discover that if we involve the ombudsmen or watchdog they would agree, as we have already discuss this with them and they expect products such as garden tables etc to service their purpose for at least 6 years. We are not even half way there yet. I have attached a picture of what was left of the table after it exploded, as the priority was get the the glass clean up before any more injuries were caused.”

Helpful Report

Posted 6 years ago

“On August 1st 2018 I ordered a mattress from Dunelm and opted to keep track of progress. I received information that the mattress was duly despatched and delivery date set for August 3rd. Later on that date I was informed by text that there was a problem with the network and that the mattress would not be delivered. Later on, I received a phone call telling me the mattress was faulty and to be returned. If I wanted to continue with the order, I was to contact an email address and inform them to set up a new delivery date. On doing this I was informed there was a 72 hour period in which messages would be dealt with. At this point, there was no urgency as I had a week in hand. A new date was set for August 12th after which I received another email changing the date to August 15th.with delivery between 2:00 and 6:00pm. Having no indication of any further delays, I remained in the house from midmorning onwards. Then at 5:50, I received a phone call informing me the van had broken down one hour away from my home and that delivery would be not be today so I had to ring to arrange another delivery date. Needless to say that at 5:55pm no one responded to my call. On August 16th, 9:00am I called for information, I was told they could not give me a delivery time, nor could they cancel the order or return my £200+ which they had now held for over two weeks and for which I had received nothing but inconvenience and aggravation. I am still awaiting any information at all regarding delivery since neither Dunelm nor the couriers have contacted me. It is an utter shambles and an experience I will not repeat. Buyer beware.”

Helpful Report

Posted 6 years ago

“dunelm use yodel for delivery- which means you're lucky if you get the delivery at all. A let down”

Helpful Report

Posted 7 years ago

Dunelm is rated 2.3 based on 1,124 reviews