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

“Ignorant and poorly trained staff”

Helpful Report

Posted 4 years ago

“Waited in all day for mattress delivery that never showed. Customer service have told me they will investigate but this could take up to 72 hours. I'm over 60 years old and now sleeping on my sofa. Not happy about Dunelms customer care. They've got my money and don't seem to be in any hurry to sort this out”

Helpful Report

Posted 4 years ago

“Lost my first order, failed to contact me back, order then arrives late with incorrect items. Online chat very very unhelpful. Never have I received such poor service !!”

Helpful Report

Posted 4 years ago

“grey stripe vertical blinds these are the worst thing I've ever wasted my money on , ordered 8 blinds , 7 vertical grey stripe & 1 roller blind , 3 x 183cm blinds & 4 x 122cm blinds , 2 of the 183cm both arrived damaged & also both very poor quality blinds in general , the veins are from a material that buckles & kinks in the packaging so once fitted you have wonky veins that don't appear to be straightening as the material is like thin plastic instead of a material that wouldn't defect from being bent up in a box . The parcels that didn't arrive in a cardboard box was packaged in green polythene & absolutely no protection to the contents inside after contacting Dunelms they reluctantly sent out a replacement blind I could replace the damaged veins with but this arrived in a worse state than the previous blinds , I can only presume they decided to send me damaged stock as the box arrived battered & the veins had cuts into them through the front of the packaging , these really are awful quality & I do not recommend this product at all I'm surprised they even sell them to be honest they're that crap , theyre however super easy to install but the veins are no good & will not straighten out so they look terrible , if I can save anybody else from such a huge disappointment & waste of money then it will go some way towards the upset I feel from poorly packaged & definitely the wrong material for veins to be made out of products . steer clear people these are junk .”

Helpful Report

Posted 4 years ago

“I went with my Mum to the store where she purchased 2 sideboards costing £600 in total. I had a phone call the next day to say that they would be delivered on Saturday 24th October. They didn’t arrive and we weren’t advised we had to call and be told that they were coming on 10th November. On 9th November i called to check and was told yes they are coming tomorrow. I then received a text message reminding me that they were coming. Guess what? They didn’t turn up and again we weren’t advised. When I called 8 was told that the delivery had been cancelled. I was promised a call from a manager but didn’t ever get one. Shocking service.”

Helpful Report

Posted 4 years ago

“Purchased some bedding today and the lady who served me muttered something and I just smiled at her, later when I got home I started to open the purchases, soon as I took it upstairs I could see the colour was not going to match my decor, it looked different in the shop, I was shocked when I looked closer at the package and it said once opened no exchange or refunds due to hygiene issues. So I've basically just wasted my money, shame on you Dunelm........ Wish I'd of purchased elsewhere and I'd of had no problem returning it, for god sake you can return underwear and swimsuits with a receipt ....”

Helpful Report

Posted 5 years ago

“I bought a bottom sheet and duvet cover. Sheet was damaged. When I returned it, the girl was so rude and unhelpful, not wanting to refund their faulty goods. When spending that much money on a duvet cover you would expect it to come with pillow cases, sadly not, so I had to buy them separately. Not value for money, very thin material, advertised as 100% cotton but horrid feel, easily creased.. Would not recommend. You can’t return bedding but in my opinion it’s substandard and not as advertised. I feel I’ve been ripped off.”

Helpful Report

Posted 5 years ago

“I paid £135 for 5th Avenue curtains and the lining is all wrong causing curtains to not sit straight. Very disappointed to pay this kind of money for curtains”

Helpful Report

Posted 5 years ago

“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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 years ago

Dunelm is rated 2.3 based on 1,131 reviews