Dunelm Reviews

Name: Dunelm
Rating: 2.26

2.3 Rating 1,131 Reviews

30 %

of reviewers recommend Dunelm

Company Reviews

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Metrics

2.3

Based on 1,131 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

“Why do dunelms at staples corner not answer the phones I have been trying to ring them regarding a order which was a mistake made by one if the staff only made the order on the 29/3/19 I was ringing them for over 2 hours ??? Finally got and answer on Saturday morning still waiting 3 hours later for someone to ring me back.??????????”

Helpful Report

Posted 6 years ago

“Ordered a sofa. Delivery is between 7am and 7pm and you can call after 6.30 the evening before for your slot. This takes 15 mins holding on the line to get to speak with someone. It would be much more helpful if this was sent by email or text automatically I mean it is pretty important. The sofa arrived boxed for self assembly. Bits were missing from the assembly parts. Part of it was damaged too so had to arrange return. We were compensated for the missing bits which we had to buy but at this point hadnt seen the damage to the sofa. A replacement came, again after calling for a delivery slot which this time took 2 x 15 min calls as i got cut off (would have been nice if first adviser called me back. The second call also got cut off but I had asked the adviser to call me if that happened which thankfully he did (once bitten!). The replacement was also damaged and we are having a terrible time getting someone to take responsibility and make sure the next (3rd) replacement is undamaged before its sent out so that we are sure to finally get what we've paid for. I have asked to talk to a manager to complain but this request appears to be ignored, no one has called and I am expected to wait another week and be inconvenienced again to take delivery. How many times do they consider this is acceptable? Although most advisers are friendly and helpful the impersonal nature of the procedures are frustrating and not what I expect from a well known company. I'm still waiting...”

Helpful Report

Posted 6 years ago

“Hello I bought curtains and a duvet set to match about 15mths ago. I didn’t use them right away and hung them around October I took them down to be professionally cleaned during this process the black out lining got damaged the cleaners called me and gave me a letter noting that the correct chemical had been used and advised me to take them back to dunelm mill in kilbowie road , Clydebank and show them the problem. The girl at customer service was lovely but although they still had the bedding (on line ) they did not have any curtains there was not on there system any more they could only offer me £7 !!! What an insult I asked to see the manager the girl went into room behind her to tell her. The manager didn’t come out but told the girl to offer me £24!!! They were darmask curtains. So think before you buy anything in the company I am totally discussed to say the least . Agnes Macdonald”

Helpful Report

Posted 6 years ago

“I have ordered over £1000.00 worth of shutters and can't get in touch with anyone to get them fitted. Took a week for someone to answer the phone at Trafford branch wasn't interested in the fact that it had taken me so long. Have me the number for the saleslady whose phone is going straight to answerphone at the end of my tether”

Helpful Report

Posted 6 years ago

“Saw the curtains I want on the site so went to my local store. Helpful assistant told me the are a web exclusive item but it doesn't say that on the listing but they couldn't order it for me. Tried to order them online but was unable to do so. Emailed Dunelm who replied it was currently not available as indicated by the crosses next to delivery choice (quite snotty in tone). I replied that the exprerss delivery had a green tick against it. No reply but did notice later this had been changed though subsequently it is back (go figure!). If an item is out of stock or not currently available then indicate that on the listing. It's not hard to do”

Helpful Report

Posted 6 years ago

“Website does not reflect store stock. Reservation system does not work - I waited three hours and received no email or text. Phone rang endlessly before it was picked up. The reply from store staff: 'We may not have it in stock or we may have sold it. It's the weekend - we are very busy.' The Colliers Wood store clearly needs extra staff and better IT support from HQ. First and last experience of using this company.”

Helpful Report

Posted 6 years ago

“I tried to order roller blinds online but their website didnt work. Called their office and placed the order with 7 working day delivery. They got my email address wrong so no order confirmation. Called them a week later and they stated "my order had not been processed". I got so fed up with calling them as they just had no idea what had happened to my order. What a complete waste of time. I've now wasted 2 weeks and have to start again to look for blinds. At least my money was returned to my account. Wont be dealing with Dunelm again.”

Helpful Report

Posted 6 years ago

“Terrible, awful, Ignorant customer services.... purchased the Blue Rupert Sofa in Dec online. I was emailed a delivery date of 9th Jan, then an email from them saying its been cancelled, then an email for delivery on the 17th, then cancelled again. then the 21st of January.... beat this! first of all there was no time slot given to me, then they called me ten minutes before turning up (not acceptable as I was at work and had to race across town to meet them) then, the wagon turns up the delivery guy was doing his thing with paperwork etc, then to be told 'erm, its not on the wagon' How do you misplace a 3 seater sofa??!! Furious, I thought oh ill receive a phone call from Dunelm explaining this.... wrong! nothing, it was me chasing them everyday for weeks, weeks!! unacceptable Dunelm. Funny though as all the reviews on Dunelm had received their sofas well after id purchased mine and were delighted with the customer service (sure these are paid/ fake reviews) I cancelled the order as no one could tell me anything about it being delivered, ever! Dunelm, sort yourselves out on planning/ priority of deliveries”

Helpful Report

Posted 6 years ago

“Wouldn't give Dunelm 1 star but you cannot write a review without out it. Ordered 4 packs of 12in mirror tiles, paid for Express delivery, this was 2 weeks ago, ever since then there has been excuse after excuse as to why they were not delivered. Managed eventually to hear from Carl Lomax in their customer services, got an apology and he said ne would use a different courier, not Hermes but UK mail and would the goods would be delivered the next day, still nothing and Carl sent a message saying he doesn't know why and would give us a full refund, yet to be received, and stated that if the tiles did arrive we could keep them. Yesterday (20/2/19) a package was delivered by Hermes, it was 1 pack of mirror tiles with 1 tile broken, today another packaged arrived with the rest of the order, there was no packing to keep the tiles safe, needless to say every one was broken. I will attempt to get a response Dunelm but going on past attempts I will not hold my breath. I see on this site there was a similar experience on the 14/1/19”

Helpful Report

Posted 6 years ago

“Having seen a dressing gown online I went into the local shop - very pretty but signage useless - asked assistants re dressing gown - 'umm, might be in bathroom, over there ' went there - no dressing gown I wanted - went back onto internet - confirmed still there and in store so I ordered it for collection - received phone call - 'Sorry about that but we do not have it ' 'me ' but it showing on your website as in stock at local shop !!! - 'Sorry about that but our website is not up to date, think we run out just after Christmas !!!!! why bother with Dunelm ?”

Helpful Report

Posted 6 years ago

“Ordered a mirror on 14th Jan 2019, when it came it had NO packaging inside the mirror was damaged, Rang up a chap said send in some pics and he would get it picked up on Friday, We did not have any more emails from Dunelm to confirm that it be picked up on that Friday ,so again we rang up only to be told that NO one had picked up the email with the pics ,so it would NOT be picked up until Monday . We have tracked it.This was returned to Dunelm on the 1st Feb 2019.That is 11days ago , I have NOT had my REFUND + POSTAGE of £21.55 returned to me.YOU sent out goods that were DAMAGED .I would like to know how much longer will it take for my refund plus interest”

Helpful Report

Posted 6 years ago

“Placed an order for made to measure blind on 10th January at the Milton Keynes branch. We were told 1-2 weeks (even though web site says 7 days). As of today 6th February still no blind. I have contacted the shop at least 3 times and have been fobbed of with a lot of excuses. These excuses include: The member of staff that completed your order is on holiday - we cant access the order details until he returns. Cant find any trace of the order. At least 2 twice staff at the MK branch have said they would call me back after looking into it. This went on for 2 days with no call back. Every member of staff Ive spoken has said oooh no you need to speak to ........ When I speak to ....... I am then told oh no its not me. When I said on the website it states made to measure blinds are in with 7 days, store advised that online orders through Dunelm are placed with a different company to store orders even if its the same blind. When an order is placed and paid for in good faith it is appalling to fob a customer off, not to call back when they say they are going to and not to deliver within specified time. Its also very poor service when 3 members of staff are stood looking at you like none of them actually know what they are doing. They did manage to process out payment at time of ordering though!!!!!!!”

Helpful Report

Posted 6 years ago

“Categories My ReviewsMy Settings HelpLOG OUT CGB For companies C United Kingdom 1Review 0Reads 0Useful Review of Dunelm C 1 review A minute ago Awful awful awful! Awful awful awful!! Take your business elsewhere. I have never left an online review on anything in my life but am so disappointed with dunelm I had to share. My £500 sofa was due for delivery Monday. Monday morning I get a text to say it won't be delivered. No reason no one contacted me. I call Monday evening to be told it was lost (How do you loose a sofa) no apology no solution. I called again Tuesday again no apology no update and no solution. I called again Wednesday no update no solution but this time I got an apology. No one can tell me when my sofa will arrive. They can't cancel and replace the order so dunelm have £500 of my money and I have no item. Not to mention the time taken off of work to wait in for delivery. I am shocked it took for the third person to apologise. My item is no longer availbe on the website so I am unable to just re-order. I will be looking at legal action if I do not have an update in 24 hours.”

Helpful Report

Posted 6 years ago

“Purchased a cabin case, used it & the carry handle broke - hole that securing pin goes through is unbroken which indicates it was never fitted properly. Emailed Customer services with photos & got an automated response saying they’d respond within 72 hours - 6 days later still waiting. I go away again in 5 days & need a suitcase! Quality of their customer service appears to matche the quality of their item.”

Helpful Report

Posted 6 years ago

“2 orders for furniture & rug placed on-line at the start of the month. Neither delivered!!!! Confirmed Rug order by email then 2 days later I receive a phone call to say they have run out of stock. Refund issued. Order placed for sofa bed, again email confirmation received straight away stating 3-5 days delivery lead time. 1 week later receive a phone call from Arrow to arrange delivery. Date organised. Day of delivery receive a text from Arrow saying that "due to an issue at their depot they cannot deliver today. They will contact me within 48 hours to re-arrange. Nothing heard from them after 5 days. Tried phoning Dunelm 3 times..gave up after hanging on phone for 15 minutes the first two times. 3rd time lucky only to find out that Arrow are returning the item to Dunelm and that Dunelm have discontinued the item so will not be able to take a new Order!!! Something doesn't sound right to me. When lots of other companies can deliver within a day or 2 why can't Dunelm? Do not bother ordering furniture from this company! You will more than likely be very disappointed!!!”

Helpful Report

Posted 6 years ago

“Very poor customer service!”

Helpful Report

Posted 6 years ago

“annoyed and disapointed with dunelm online!! Ordered a bedframe in december with a delivery date given of the 19th of january!! On the 18th of january i recieved a text message informing me that my delivery would arrive from 7am on the 19th of january and that the delivery driver would be in touch with a more precise time slot!! I paid for somebody to come and dismantle and remove my old beframe early on the 19th to make room ready for my new bedframe!! At 8am on the 19th i recieve a text message informing me that my bedframe would no longer be delivered with no explination at all!! I called dunelms customer services which took 20 odd minutes for them to answer!! Only for them to be absolutely clueless as to why or how this occured, they were unhelpful and didnt care that i was now going to have to struggle with swollen knees and bad back sleeping on the floor for who knows how long!! all they said is they wouldnt be able to give me any answers for 72hours!! The 72 hours passed and nobody had made contact with me, so i called customer services with another 20 plus mimutes wait!! i was informed my bed would be delivered on the 26th. i was relived and asked him what time roughly to which he replied he would have to get hold of the company they use to deliver and that he would call me later in the day with a time slot for me!! No call was recived so i tried customer services again. after 30 minutes on hold waiting for them to answer i gave up and tried the following morning. another 20 plus minutes on hold and i get through to a much more useful compassionate gentleman who informed me that my bedframe in actual fact most probably wouldnt arrive on the 26th because the delivery company only had 2 of the 3 boxes containing my bed and it would be a further 72 hours until i would be informed if and when my bed would be delivered!! This has been a huge inconvenience and dunelms have been so unhelpful and unappolgetic!! offering me a goodwill gesture but only once i actually recieve the bedframe!! AVOID DUNELMS ON LINE AT ALL COSTS!!”

Helpful Report

Posted 6 years ago

“Went shopping last Saturday at the store in Warrington. I approached a female member to ask her where the mattresses are in the shop. I actually said excuse me 3 times and a fourth time I went as close as I could to get her attention. I was then told in a rude manner “probably upstairs and she then dismissed me with her back and started to mumble about how I had asked her a question..... this was witnessed by another shopper who shook his head with disbelief. I went on to find another member of staff who did help us shop for the mattresses and I did tell her about the awful rude assistant. I continued to shop and then went to pay at the checkout once again no customer service each item was scanned and handed back to us bear in mind we had a lot XL suitcase Leg suitcase 4 pillows Mattress protectors Lamp shade 2 large boxes with mattresses A mirror Not one item was bagged and wrapped and we handed over £420 for the shopping. Me and my family struggled out of the shop all holding something each. We are a family with a 3 yr old and 4 other children and really I was appalled at the service all round... except for the lady who helped us choose the mattress. The same lady said she had informed her manager about the member is staff and her words to me when I pointed her out where” I thought it may have been her” Dunhelm we spent a lot of money and really we could have very easily turned out backs and gone elsewhere. I would like you to look into this matter as it very clearly upset me and my husband !!!”

Helpful Report

Posted 6 years ago

“I wanted to visit a Dunelm larger store but wanted to check before leaving out that they show the model. None of the stores answer the phones advertised on their website and when I told customer services today 22/1/19 at around 10.50am I was told it was pretty much tough if they don’t answer as that’s all the numbers they have and the lady could not be more unsympathetic or helpful to check if the sofa I wanted to view and buy was available saying they weren’t able to check the stock for the store??? Strange as I came through the telephone option which said ‘to ask about stock availability please press 2#! Poor customer services. Save your money and shop elsewhere as they they really don’t care!”

Helpful Report

Posted 6 years ago

“Like the previous reviewer, I wished I had read these reviews before buying online from Dunelm. The curtains I ordered arrived damaged. I contact Dunelm and they offered me the choice of discount or a replacement. I chose a replacement option. They would collect the curtains. That was nearly three weeks ago. I am still waiting on news of collection despite chasing them up and responding to date request. They will only send a replacement once collected but after seeing how long they take to do things I don’t even want to buy anything from them again. I am beginning to wonder now whether I will see a refund if I return another way. I feel very disappointed with the poor service received and it seems I am not alone.”

Helpful Report

Posted 6 years ago

Dunelm is rated 2.3 based on 1,131 reviews