Dunelm Reviews

Name: Dunelm
Rating: 2.25

2.3 Rating 1,144 Reviews

30 %

of reviewers recommend Dunelm

Company Reviews

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Metrics

2.3

Based on 1,144 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
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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“The worst retail experience I have ever had. Product out of stock, being wrongly advertised as available in their website, shocking call centre staff, rude and dismissive, left me on hold for 30 minutes. Completely lost track of my order, all information about delivery was wrong, then when I finally received the product it is hardly worth the extortionate amount of money that it cost me. And while trying to complain, I'm ignored no reply to emails whatsoever. When I finally get through to the web chat team I am told I can take a voucher? Like I want to do business with you ever again? Take your money elsewhere folks, it's as good as lost with this company and saves you the hassle.”

Helpful Report

Posted 3 years ago

“A chap called Ade served me on Friday in Dunelm in wolstanston Stoke. I have never had service like it. What a charming man he was incredible helpful, even escorted me down in the lift when I said I didn’t like them. Thanks Ade I definitely asked the right person that day.”

Helpful Report

Posted 3 years ago

“I would rate 0 stars if I could. Customer service in this shop is just abysmal. I wanted to purchase an item which had a hygiene sticker seal on it and it was actually ripped and the packaging was damaged with holes throughout, also the spider alarm tag was digging into the item causing damage to the faux fur item. When I told the cashier she asked a manager to come over. I mentioned to the manager how the item is not perfect and explained my concerns about the hygiene sticker (which actually states that you cannot refund the item once this hygiene seal is broken) the manager was extremely rude, arrogant and laughed when I mentioned my concerns and said that the item looks like it’s in perfect condition to her, therefore making me extremely uncomfortable as if I cannot see what she sees. Dunelm please stop employing incapable people with no managerial skills. Your manager and assistant took no ownership of the situation. I am not to blame for the way you take care of your stock or for asking about discount if you improperly store your items, leasing them to become flawed or defective.”

Helpful Report

Posted 3 years ago

“Bought new bedding. Dorma. Wonderful quality. Very pleased. Double checked everything was correct size before opening as sticker on seal clearly states if opened no refund or exchange. Fair enough, I wouldn’t want to buy bedding I thought was new that has been on someone else’s bed! It is a fair and reasonable policy. Our new quilts and covers from Dorma Dunelm have actually given us consistent “ sleep,like a log/baby” nights. You can’t put a price on a good nights kip, thanks, Dunelm.”

Helpful Report

Posted 3 years ago

“Bought a lamp shade that was reduced only to get home to see cracks inside after unraping it. I went back to the store and they refused to exchange it as it was written non returnable yet it was damaged. They told me they can't do anything about it and I just had to settle for a broken unit.”

Helpful Report

Posted 3 years ago

“Visit the Dunelm store at Colchester quite often same old problem no staff around to assist. Went yesterday February 20th asked a lady with a clipboard if there was someone to assist us she said i will get someone they never materialised eventually found the main items we wanted. Large amount of people waiting to pay only two tills open and on a Saturday at that. Before leaving i used the ladies toilet the disabled one it was disgusting dirty not been flushed not that the store left it unflushed but any staff that are supposed to keep the toilets clean need sacking as obviously from opening the store nobody keeps check on the state of them. Used the toilets a few weeks back dirty then why? The manager of this store really needs to get their act together as to how this place is run on a daily basis.”

Helpful Report

Posted 3 years ago

“Beware when ordering made to measure curtains in store.I went in to the store to order 3 sets of made to measure curtains. I just had to give the pole width and then the length I wanted .Firstly even when going in store it's classed as a online order. When the curtains came for a 80 inch pole they made each curtain 100 inches wide. They are far to full for the windows. The curtains did get sent back to the work room but due to how they Dunelm work out the measurements a bit complicated and not explained when I was ordering them. They say there is nothing they can do for me. It said 83 inches wide on the invoice.I’ve been left £ 715 out of pocket with although beautifully made curtains they have been made far to wide and look ridiculous when open.”

Helpful Report

Posted 3 years ago

“I ordered a set of metal storage tins online, drove 13 miles to pick them. The store assistant put them on the counter and immediately marked as collected as I received an email. The tins were dented, scratched and had a big reduced sticker on the side, I had paid full price. I asked if I could have undamaged ones so they checked but couldn't find any. I would rather have been told they were not available than travel all that way to have damaged items try to be fobbed as as full price sale worthy items. Extremely disappointed as have been a dunelm customer for years, wont be returning.”

Helpful Report

Posted 3 years ago

“Ordered Milas lighting, 6 items, arrived as scheduled, very well packed, easy to assemble, the industrial look is better than expected, very pleased with purchase online. Also purchased in my local Boston store, lovely store, fab stock, staff always seem happy to be working there, free parking and a fab little cafe. Delighted to be a Dunelm customer.”

Helpful Report

Posted 3 years ago

“Mansfield branch Dunelm very helpful staff that go above & beyond to help you can’t praise them enough , my last visit Zachary & Ann Marie went the extra mile to help .”

Helpful Report

Posted 3 years ago

“I recently paid delivery charge for an item and was told to collect from a store miles from me. NO POINT IN TRYING TO RECTIFY As you cant get through to a person. Disgusting service!!!. Cant send emails either. Wont be buying from them again.”

Helpful Report

Posted 3 years ago

“Dunhelm are absolutely diabolical. Firstly had made an appointment re made to measure curtains at Peterborough store. Rang 35 times and still did not speak to anyone then rang another store they sent a fitter out cost of made to measure curtains was £1100. Second store helpful until I wanted to pay. They sent a form off to a department that did not give a number or email address. Tried putting the payment through over the phone but my bank blocked it as the bank's system thought they were a stammer. This was enough but after reading the poor customer service reviews and issues with some customers only receiving half the products. I have cancelled my order and will keep the money in my bank. When I said to my friend that the cost was £1100 for one large curtain (as a pair), small lounge window (as a pair) and also net curtains for the lounge, toilet and bathroom and a small pair of curtains for the box room, my friend asked me "had I gone mad". So I am more than happy to have cancelled my order.”

Helpful Report

Posted 3 years ago

“If I could give zero stars I would. Ordered two pairs of curtains online on the 16th of Jan, meant to be delivered on the 20th. By the 31st they still hadn’t arrived. I contacted them, first on email where someone told me that one of the pairs was due into the warehouse the next day. When I got no further replies I went on the live chat. That person told me they were both in the warehouse ready to be dispatched. I then get an email to say one pair of curtains is out of stock. Why would I only want one pair! I then decided to keep the one pair and get a smaller size for the other window. Then one was damaged, loads of dirty marks so had to take it back. I needed to get the curtains up so I asked on the live chat that if I bought them click and collect would I be able to still get the 20% discount I had when I originally ordered. They said yes but I needed to buy them first. So I did that and went back on the live chat… I typed it all out and the person cut me off. So then I phoned. I was on the phone for an hour and had to ask to speak to a manager multiple times before I got the refunded 20%. I was told they would do it as a ‘one off’… ridiculous. Never buy online from them, only get something if you can hold it in your hands in store! The worst customer service I’ve ever experienced.”

Helpful Report

Posted 3 years ago

“Bought 2 plate sets (urban) for £120 - tested to commercial and hotel standards. Used once, full of scratches. Very poor quality and descriptions very misleading. Only thing good for is quilt covers. Rest of products are terrible. Poor customer service. Would not replace/ refund.”

Helpful Report

Posted 3 years ago

“My very first Dunelm experience has been online and had not been a poor experience but not great either. Long story short live chat is difficult to get on, social media IM is hit & miss and still waiting for a resolve to a wrong item sent although it could be a correct item sent but wrong item listed on the website. I am growing weary of chasing and now not getting any response, I just want the item ordered.”

Helpful Report

Posted 3 years ago

“I do not want to even give one star but I have no choice. On 28/12/21 I ordered and paid online for two folding beds to be delivered on 11/1/22. On 20/1/22 Dunelm cancelled my order as there was a system issue and unable to process my order. The email read “To resolve this for you, we can either process a replacement order or if you would prefer, we can process a full refund”. I immediately replied requesting a full refund. On 23/1/22 Dunelm requested proof of cancellation in order to proceed with the refund. It is so important not to get angry. One spends hours endeavouring to make contact by telephone, email and live chat. The standard reply is that a response will be made within 72 hours. When I last got through to them regarding proof of cancellation that Dunelm cancelled the lady responded that my order might be with the courier. I’m not going to loose sleep over this but wait two more weeks before commencing civil action. All customer communication with Dunelm is designed to make it as difficult as possible to have a concern addressed.”

Helpful Report

Posted 3 years ago

“Very stylish. I am delighted with this purchase.”

Helpful Report

Posted 3 years ago

“We ordered wallpaper & paste yesterday only to receive an email to tell us our basket was still full after we had paid for the order! Now we have 2 order numbers very odd!”

Helpful Report

Posted 3 years ago

“About a year ago I purchased six sets of Dorma bedding for two beds from Dunelm. Three of these are still ok but the pattern on three Botanical Gardens has faded dreadfully. However I have no comeback under Dorma's 10 year guarantee because I bought it in a Dunelm shop and cannot produce a receipt. If I had bought it online it would have been different. I always understood that faulty goods do not require a receipt, but Dunelm says "no". Faulty or not, they want a receipt. As Dunelm own Dorma, I cannot even complain to the manufacturing company that their bedding has faded after 12 months wear. Had it been cheap I would not have minded so much but Dorma bedding is expensive and I expected better. The bedlinen I had prior to the new stuff was still in excellent condition after eight years and was as good as new when I gave it away. Either standards have slipped or the bedding is faulty. I would advise anyone looking to buy this pretty range to think twice if they want it to still look pristine after 12 months. I am now looking to replace it with something cheaper.”

Helpful Report

Posted 3 years ago

“I love the shop but downloaded the app but everytime I go on it some gambling games (different ones) come up and I can't get rid of them.”

Helpful Report

Posted 3 years ago

Dunelm is rated 2.3 based on 1,144 reviews