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

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“I payed in full for a rug on 25th may after 5 emails and one saying my rug has been dispatched I still don't have my rug. All I get back is they will investigate it and find out where it is, Its over 3 weeks now.”

Helpful Report

Posted 5 years ago

“Paid in february for 4 items of furniture one arrived damaged. After lots of emails, most ignored, numerous phonecalls and broken promises finally got defective item picked up today. Nearly 4 months later. Covid or no covid is pathetic. I can see by other reviews is not just me. What a shower last time I deal with them.”

Helpful Report

Posted 5 years ago

“Ordered blackout curtains they arrived and I sent them to have them shortened cost £50. Put them up and the first time we closed them was when the grandson stayed over so still day light at bed time. I complained that there were several places were small amounts of light came in. I contacted Duel customer service they did offer to replace them or refund if I sent them back I explained that I would rather a part refund as I had no curtains to put back up and I had paid to have them shortened. Was offered 20% refund and no more. Had me over a barrel as I need curtains at the window and did not want to pay another £50 to have replacements shortend”

Helpful Report

Posted 5 years ago

“I work in customer service and am appalled at dunelm customer service they need to have people to investigate what went wrong . I ordered curtains that didnt come and got a generic response due to virus couldnt have 2 people delivering furniture what rubbish I was ordering curtains they need to review there customer service I will never order from dunelm on line again”

Helpful Report

Posted 5 years ago

“I ordered a roller blind for £32 and paid online as stores were closed due to lockdown. The colour was wrong so when store opened again I went back to change it. I picked another one for £24. By then my first blind was in the sale for £16 so instead of refunding me £16 they had the audacity to charge me another £8 to make it up to £24. Absolute day light robbery. Is this legal? Disgusting service.”

Helpful Report

Posted 5 years ago

“Order from another company I placed an order for a rug and the dispatch note said I would be contacted to by the courier to arrange a delivery date Dunelm do not have a customer services chat or phone line you have to email and wait for a response 2 weeks and three ignored emails later I'm finally told the order was delayed as the courier was unable to contact me This is completely untrue as my correct number was on the dispatch note and I have not had any missed calls Its obvious that the original order never went through to the courier as today the rug on the website is now mysteriously showing as unavailable I have been told I have to contact the courier to arrange my delivery Telephoned them and they are closed Shocking customer services from Dumelm and I am still out of pocket with no rug”

Helpful Report

Posted 5 years ago

Helpful Report

Posted 5 years ago

“I recently purchased double fitted sheets for my two daughters. Both reported back that the sheets did not in fact fit their double mattress and were too small.”

Helpful Report

Posted 5 years ago

“Bought a grey toilet seat. When I opened it at home the paint is peeling away. I live 33 miles from the store so return is not practical. Contacted customer service over 3 days ago still not heard anything. Very poor quality and very poor customer services”

Helpful Report

Posted 5 years ago

“I would of given no stars if it was possible Do not use this useless company No correspondence No updates No idea what they are doing I wouldn’t shop here if it was free”

Helpful Report

Posted 5 years ago

“4 messages sent in 2 weeks for 2 faulty products - no reply!”

Helpful Report

Posted 5 years ago

“Sleeping on floor for 3 days still no bed and nothing thanks for not even telling me you not comming fine to take my money disgusting I have to sleep on floor again tonight”

Helpful Report

Posted 5 years ago

“Still without a bed after moving into new flat 3 nights sleeping on floor still nothing. Disgusting how can treat people like this speant nearly 700 on a order not only this check I spent nearly 1500 this month so upset how can treat people like this”

Helpful Report

Posted 5 years ago

“I placed an order on May 20th and was given the delivery date of “on or before 27th May”. The date came and went so I tried calling customer services.... phone lines are off.... I submitted a “contact us form” and received an auto response that someone will be in touch. It’s now been a week and I haven’t received a reply to my email or direct message on twitter and Facebook. I’m fully aware that we are in the midst of a pandemic but the way you are treating your customers is disgusting. From reading these reviews it appears I’m not the only one being ignored. I just want to know if I will ever receive my order or if I can have a refund. The money has been taken from my account but no item received! People cannot afford to be out of pocket right now!!!! Please respond.”

Helpful Report

Posted 5 years ago

“I bought a parasol base on line on the 17th May and all seemed good, how wrong I was. Dunhelm sent conformation and order number to the wrong email address so when In did not receive the item I rang the store in Gloucester to ask when it would arrive. At this stage I was told that the item was not available, but according to the web site there were 23 instock.The person on the end of the said I would receive a refund. But as yet no refund, this occurred 3weeks ago but still no money returned and all attempts to contact customer service have failed, sending e mails have been futile and I have been unable to speak to any one or get any questions answered. All services are closed and getting in touch with the store did not solve anything, they harped on it was all in the hands of customer service, but after about 10 calls later customer is still closed, my emails are sent back with unable to help get in touch with customer services. What a waste off time and effort till now no one seems to care or have zero help of any kind. So my advice to anyone thinking of buying anything from Dunhelm on line don't do it, plus this store will never get my custom again,absolute rubbish”

Helpful Report

Posted 5 years ago

“ordered 4 cushions on the17th May and was informed that they would be delivered on or by the 28th May which due to currently climate was ok. However I was informed by Hermes that I would receive my order on the 29th May. Come the 29th Hermes claim that they tried to make the delivery however I was not in! This is a complete lie as both myself and my husband were all day. I was then informed that the order would be delivered the next working day ! This has come and gone. I am losing faith in Dunlem and receiving my order and cannot believe that Dunlem use such a shoddy poor delivery company! I am considering cancelling my order and going to a company that use a much more reliable delivery service.”

Helpful Report

Posted 5 years ago

“Totally disappointing firm. Should have had bed delivered 28th may. No email response or phone lines open . Taken money but now have to go through the bank to get my money back .”

Helpful Report

Posted 5 years ago

“We placed an online order on the 18th of May 2020, for a black chest of drawers £79.00. Apart from the fact that the delivery was late (it said 12:45-16:45 and it arrived at 17:15hrs), we opened the box and the item was in an unacceptable condition. All the shelves were full of scratches and holes, much of the color is gone, and it looks second hand (to say the LEAST) , and disgraceful. We thought of asking for a replacement, but as this is the second time this happens (we received a shoe rack in dire condition and half broken a few months ago but decided not to say anything at the time and let it go), so we would like a FULL REFUND. Two weeks later and still no refund and no reply to our emails (other than the automated ones). We are so disappointed and angry that we will NEVER be shopping from Dunlem again.”

Helpful Report

Posted 5 years ago

“The worst store during the covid-19 crisis. Sent back unsuitable items, over a month later still no refund. Ignore all my emails, phone line not available, fb messenger ignored too. Trying a refund through PayPal. Don’t use them. Don’t order, they won’t give you your money back or contact you. No customer service at all. If I could give a minus star I would.”

Helpful Report

Posted 5 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 5 years ago

Dunelm is rated 2.3 based on 1,124 reviews