Dunelm Reviews

Name: Dunelm
Rating: 2.25

2.3 Rating 1,112 Reviews

30 %

of reviewers recommend Dunelm

Company Reviews

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Metrics

2.3

Based on 1,112 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

“I bought a mattress topper. Took it home and tried it on my bed. It was obviously substandard. I tried to return within hours but this ‘law breaking’ company refused to exchange. Managers (I talked to two) both unhelpful, rude and argumentative. Shoppers beware !”

Helpful Report

Posted 4 years ago

“Ordered 2 lamps and when arrived 2 shades were damaged,arranged with a store to exchange, and when I got home 1 of those shades was also faulty,they dont care once they've had your money,no customer service, no idea at all!!”

Helpful Report

Posted 4 years ago

“Ordered voyle, waited for tel call when it arrived in shop. No call so visited store, after extensive searching through paperwork and back of store they informed me it may have gone to Carmarthen store.They checked with Carmarthen store and it was there, they stated this happens all the time. Was then informed they would ring when in Llanelli store. Waited a few days and no call so went to store, goods were there. Checked goods at home they were wrong. Returned goods to store and they returned to supplier. Waited for call. No call so called in store, and goods were there. Order date 13/07/20 - Est delivery 10/08/20 - Goods finally received 21/09/20”

Helpful Report

Posted 4 years ago

“Services is beyond a joke it's bloody diabolical, it's one of those business you wouldn't care if they went in to liquidation, the sooner the better I say.”

Helpful Report

Posted 4 years ago

“Absolutely poor customer service , delivered wrong colour rug we waited weeks for , then no response from them , only reason ordered on line , because just out off shielding . Looks like will have to return to store now ; had it a week with no reply from CS . And how they can stick grey , mustard label on a teal rug rug is beyond me .”

Helpful Report

Posted 4 years ago

“Just received a duvet cover set and the quality is terrible. The duvet cover is covered in stains and one pillow case is the wrong shape and is ripped. It’s not easy to contact customer services other than a short online message. My first order from Dunelm and I won’t be ordering again. Sarah”

Helpful Report

Posted 4 years ago

“Visited the Botley Road, Oxford store today, the store Manager (female) doesn’t have any people or customer service skills. She is cold, unfriendly and quite rude to customers. I won’t be visiting that store again.”

Helpful Report

Posted 4 years ago

“Never had an issue with dunelm and always loved their items until recently. I ordered a mattress after trying it out in store and selected my delivery date which was around a month after my order date (I needed this specific date as I was moving that weekend). Upon delivery the wrong mattress arrived. I couldn’t call anyone as their phone lines were closed so I called my courier who was very helpful and gave me the depot number. I called the depot who really couldn’t care less and told me to email and wait 5 days for a response. I then went on live chat and explained to Roy what had happened. His response was, and I quote, “problem number 1 is It can’t be delivered until the 12th August” - no apology. This was over 2 weeks after the wrong mattress was delivered. I explained this is not acceptable as I was moving that weekend and I do not have a mattress, however Roy did not care about this. After over 2 hours on this live chat and asking to be called to discuss a complaint over 4 times, Roy ended the chat without warning. After chasing Dunelm for a response to my complaint I am still yet to hear anything and I doubt I will. If I could give 0 stars I would.”

Helpful Report

Posted 4 years ago

“Used the online service for the first time to order several items. I ordered 4 cushion covers size 55 and received 3 size 55 and 1 size 43. Having paid extra for an overnight delivery i was very disappointed. The instructions for this scenario are not clear so i telephoned Dunelm for advice, it took over 15 minutes for them to answer the telephone costing me £3.12 for the call. Take photos they say to prove what you have received and email them - no i wont - i will go to Dunelm and take it up with people - more expense and my time. Wont be using Dunelm in the future the packing staff either cant read or they cant be bothered to check that the goods they have picked for the customer are correct.”

Helpful Report

Posted 4 years ago

“I Bought my curtains from Dun Elm Mills a couple of years ago. I decided recently that they were looking a little grubby so took them down to clean them. As the label on them stated that they must be dry cleaned only I took them to the dry cleaners. I was warned by them that because the pattern contained a deep plum colour it could run, but they also told me I had no other option as this fabric could not be washed. They did advise me at this time that the store was liable for replacing them if the colour did run as it was on their advise that they were being dry cleaned. You guessed it, the colour ran and whilst it caused the cream background of the curtains to turn pink it also leached out the plum coulor from the fabric leaving them looking tatty and old. On taking them up on their advise of contacting the company, Dun Elm Mills, I had a very poor response from them, as indeed most other reviews seem to state. They blamed me for having them cleaned after the warning from the dry cleaners. As a gesture of good will!! would only give me their last sale price for them being £7.which was less than a quarter of the dry cleaning bill, never mind a fraction of the cost of the new curtains when I bought them. I was told that nothing in their store is guaranteed for more than a year. I am appalled, where ever did customer service go, in the old days (not so long ago) stores prided their reputation and would keep their customers happy whatever the cost. So if buying curtains from them I advise you to bear this in mind and assume that your curtains will only be fit to last a year and it may not be possible to wash or clean them as they are obviously not made to last. I will be taking this up with the O mbudsman or the Office of Fair Trading, as I reccommend the rest of you do. These people should not be allowed to get away with poor quality products and after sales like this.”

Helpful Report

Posted 4 years ago

“Bought on line duvet covers and pillow cases from Dunelm, all marked non iron. Unfortunately, they creased badly and needed ironing, which is a nuisance, quality was very poor too. I bought on line whilst we were still in lockdown and initially put them away and thought there was nothing to be done. I then read through reviews for these items and found many other people had experienced the same, so I thought worth contacting Customer Services for their thoughts. Basically, although their response was very flowery and apologetic, it said tough luck you are outside the twenty eight day return limit so nothing to be done. No allowances made for the present situation when returning items isn’t easy. Will look elsewhere in the future for home purchases.”

Helpful Report

Posted 4 years ago

“Sofa delivered today but the 2 delivery men left it outside in front of my building. There is no chance of getting it into my apartment by myself. Will have to contact the Council to have it disposed of. Do not buy anything from Dunelm that you cannot carry yourself. Delivery policy unacceptable. They should not be selling large items to the public that they are not prepared to deliver to the customers home.”

Helpful Report

Posted 4 years ago

“Spent £5000 on made to measure blinds and curtains. Curtains are ok as only closed when it’s cold, the blinds are very poor quality especially the mechanism which is all plastic and wear out very quickly, have had to replace this four times in eighteen months . The mechanism can not be bought in store , the blinds are very heavy so being made of plastic is no good due to them being open and closed daily. The first year we could call Dunelm to sort this as we still had the receipt. Think there is better quality products from other retailers out there , would have given zero stars if possible.”

Helpful Report

Posted 4 years ago

“Dunelm are horrible to work for and disquusting staff at dunelm”

Helpful Report

Posted 4 years ago

“I previously found Dunelm staff courteous friendly and helpful but my experience today was particularly vexatious.Having driven through Leeds and encountered numerous road closures which were not well sign posted I arrived at the store desperately in need of their toilet facilities to no avail. I asked if I could use the toilet which was closed and crisscrossed with tape but even a 76 year old geezer like me with an acute bladder problem could not elicit a modicum of compassion or consideration. Losing my custom and importantly trust and respect is disappointing in this current period of community spirit and goodwill so I will shop elsewhere for the good of my health.”

Helpful Report

Posted 4 years ago

“Still no refund on an unavailable item after 10 days!! Disgusting...no reply from customer services.. wheres my fxxking money??? 😡”

Helpful Report

Posted 4 years ago

“Dunelm do not actually deserve any stars! Appalling company to deal with who could not care less about their customers. I purchased a bed base on the 30th June and was informed it would arrive by the 30th July. I repeatedly checked my tracking updates and the bed base was on track to be delivered by the 30th July. Mid morning on the day of the delivery, after I have had my old bed base removed to make room for the new one, I receive an email.... No phone call or text message but an email, who checks their emails every 5 minutes? So clearly no urgency from Dunelm to inform me that the bed base they had sold me a month earlier would not be arriving because it was out of stock!!! I am a wheelchair user who has been left with a mattress on the floor which due to my disability cannot possibly use so have now been forced to sleep on my sofa. Dunelm informed me they would issue a refund, how good of them to return my own money, but that it would take up to five days to process. So the money they had already held on to for a month on the pretence that they were in possession of the bed base I purchased was now going to take another 5 days to return to me. When I emailed the Cheif Executive of Dunelm to express my disgust and explain my situation with regard to my disability and not bed to sleep on I was offered a 20% discount. However, to obtain the discount Dunelm required me to purchase another bed base from them, wait another month for delivery (if your lucky enough for it to turn up) and then after it was delivery they would give me a discount! After explaining to the uneducated imbecile that made this offer that my disability did not allow me to sleep on a promise of a discount I politely refused their pathetic offer, an offer that I doubt very much would have ever materialised and if it did I am expected to sleep on my sofa until it does!! Dunelm were not at all concerned that they had caused me to be left without a bed to sleep in! Thankfully a local furniture company, after hearing about my situation, immediately pulled out all the stops and arranged for a temporary bed to be delivered to me the next day until they can get me the bed base I want.... Now that is customer service! Dunelm will never see a penny of my money again and I will advise anyone to do the same.”

Helpful Report

Posted 4 years ago

“We were in Dunelm Mill at Lancaster and went to the toilet area to find that they were not in operation, they want the custom but not prepared to open the facilities which are there doing nothing! Don't deserve the business, think about your customers not just the money!”

Helpful Report

Posted 4 years ago

“Terrible service when returning inferior goods (deckchair) for the second time. Was €29 offered £3, a joke. Contacted customer services and head office only to say they were busy and will get back to me which was months ago. Has no relpy. Very say way to treat customers spending money in their stores. Wont shop there again.”

Helpful Report

Posted 4 years ago

“Abysmal customer service - DON'T ORDER ANYTHING ONLINE. Dunelm list items as available online when they're not. They telephone to give a postponed delivery date which doesn't materialise. No further communications, just automated emails advising "To confirm, your order 4005154101 is still on track to be with you by 02/07/2020" - sent after 02 July 2020! There is no real-time customer support or telephone communication available. All due to Covid-19 of course. RUBBISH. An appalling customer experience - a frustrating waste of time from a company that has no empathy with the diabolical customer experience it provides.”

Helpful Report

Posted 4 years ago

Dunelm is rated 2.3 based on 1,112 reviews