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

“ordered some bar stools never arrived had to ask for my money back will not be shopping at dunhelm again not impressed with the service”

Helpful Report

Posted 6 years ago

“Home delivery is a nightmare. First time and I will never use it again. STILL waiting for my ironing board and despite having spent God knows how long on the phone, I cannot get through to a real person to deal with this. Really peed off. Argos deliver the same day! Why can’t Dunelm answer their phones? Dead loss. DO NOT USE DUNELM!”

Helpful Report

Posted 6 years ago

“They take your money for an order promise delivery in 24-48 hours,when you try to track it you find it’s disappeared,then they tell you they are unable to deal with it for another 72 hours!!!! What a way to run a business.”

Helpful Report

Posted 6 years ago

“ORDERED AND PAID FOR 2 DOUBLE MATTRESSES ON THE 10TH APRIL. WERE TO BE DELIVERED ON THE 25TH APRIL. THE LORRY ARRIVED WITH ONE MATTRESS!! THE MEN HAD NO KNOWLEDGE OF THE WHEREABOUTS OF THE OTHER MATTRESS. WHEN I PHONED DUNELM I WAS TOLD IT COULD 3 WORKING DAYS TO TRACK IT DOWN. THE WEBSITE SAYS THAT ITEMS ARE DELIVERED WITHIN 5 WORKING DAYS! I HAD TRAVELLED OVER 100 MILES TO BE AT THE PROPERTY THAT DAY TO RECEIVE THE ITEMS. I COULDN'T BELIEVE IT, HOW CAN THEY NOT ORGANISE THE DELIVERY OF 2 IDENTICAL MATTRESSES. I HAVE ASKED FOR MY MONEY BACK ON THE MATTRESS THAT DID NOT ARRIVE AND I HAVE BEEN RE-IMBURSED. KEEP WELL CLEAR OF DUNELM!”

Helpful Report

Posted 6 years ago

“I came to the store in Redditch today to be greeted by a very sour faced girl with black hair, Didn't get her name but she was very rude and completely ignored the fact i was a customer and continued on her phone. I ended up leaving the cafe to browse the store feeling deflated by her attitude. A real shame as the ladies in there are usually very friendly”

Helpful Report

Posted 6 years ago

“Unbelievable customer service. Was lied to by several people, Ignored and patronised. It’s now been 4 weeks and I’m nearly £200 down and still no one knows where my rug is or seems to care.”

Helpful Report

Posted 6 years ago

“Worst customer service experience ever bought an entire bedroom set 8 weeks ago still waiting for the missing parts of the wardrobe wasted 2 days off waiting for deliveries and collections, company lies and brakes all promises no concern over the service received - But they do say sorry when you prove they lied!! Avoid at all costs in case anything goes wrong”

Helpful Report

Posted 6 years ago

“I raised a complaint over a telephone order I placed on 22/3/19 because it still hasn't been resolved 3 weeks later I would give Dunelm zero stars. Apparently you cannot involve higher management for a number of weeks to allow your complaint to be resolved by the store. In my case I gave not heard from the store for 2 weeks, I think they just want me to go away. Very, very poor customer service.”

Helpful Report

Posted 6 years ago

“Disgraceful!! Harassed and Stressed a pregnant lady out and then lied about it!!! WARNING Employee's are told to take photos of customers as they did of me and of my car license plates with personal phones without any reasonable explanation?!!? Manager told us that he has given these instructions. Where are they using these photos? I wanted to return some sheets I had previous purchased. I went in to check if I could return them, there was a long que so I did some shopping first. When I went to the counter the lady said it was fine to return and TOLD ME TO Go Get THEM. So I went to my car and took them to the same counter where she was still scanning my items and could see I had been to my car through the front store windows, another employee came over and told me i could not return with out a receipt. No problem I said completely understand, she continued to stand there staring at me and I felt a bit of an atmosphere from her. Whilst packing my shopping into my car, the same employee was staring at me out the window (the same window they watched me get the items to return moments before) she then came out to my car a took pictures me and of my licence plate on her phone and wrote something on it. In complete confusion my sister and I went back in and asked why she had taken my photo and she lied and said she didn't, she said her manager asked her to do something on her phone.... Going away I was completely panicking thinking I was going to get pulled over, why did she have my photos and why my plates? I rang the manager as I could not stop worrying. He knew absolutely nothing of the incident and came back after ten mins on hold, the employee HAD taken the photos and gave the reason that they didn't see me go in with the sheets but walked out with them... Although they clearly did ask me to go get them and watched me do so? So she took it upon herself to take my photos with her personal phone and then lie and say the manager told her too... After being harassed and stressed out, the manager was apologetic but also gave an excuse saying they were on high alert at the moment. Was never shown that the photos of me were deleted or kept on personal phone... I felt this was completely unacceptable, I have spent thousands in this very store and to be treated in such a way was demoralising. I won't be going there again they have lost a good customer. I also warn anyone shopping there to be extra careful with the employees accusations. Apparently all staff are told by management to take photos of anyone at any time (on personal phones) if they 'think' something is suspicious.... Even when you've just been told to go get the items and watched as you brought them in. Feel like this was set up.”

Helpful Report

Posted 6 years ago

“Disappointed customer I placed an online order of a sofa in store on Sunday (the staff were nice and helpful in the store opposite IKEA in Reading) with the promise of delivery within 3-5 working days. This sounded great as I had just sold my old sofa and had a flexible week at work so I knew I was going to be able be there to receive the sofa no problem. On Monday I received a text stating the delivery was scheduled for Wednesday and I thought great, I'm really happy with this. On Tuesday I received a text saying the delivery was delayed and I was given the option to cancel or to reschedule. I chose to to reschedule for Friday, thinking it's still within the promised 3-5 working days. I knew I was going away Friday evening, so contacted Dunelm on Thursday asking how to track the order. No response. I then called on Friday morning asking about the tracking and was told the sofa was now due to be delivered on Wednesday.. I'm away on Wednesday so I was left with no option but to cancel the order and go looking for more reliable retailer. No wonder shops are closing. Customer service no longer exist. Very very disappointing. Order ref. 2900296716 Facebook Connect with Facebook to get one click access to Trustpilot. It's easier. Trustpilot Choose country United Kingdom About About Jobs Contact Blog Press Community Trust in reviews Support Center Log in Sign up Chrome App Businesses Trustpilot Business Products Plans & Pricing Business Login Follow us on Privacy Policy Terms & Conditions User Guidelines System status © 2019 Trustpilot A/S. All rights reserved.”

Helpful Report

Posted 6 years ago

“Very unhappy with the service I have received. Ordered a bed and mattress on Monday, advised delivery will be within 3-5 working days, this morning the bed has arrived but no mattress... called customer service to chase the delivery for the mattress and advised wont be delivered until Monday, which is unacceptable and not in line with their promise of 3-5 days. I will not be using Dunelm delivery again.”

Helpful Report

Posted 6 years ago

“I ordered 2 teal bar stools, but was sent 1 in teal and one in silver. I contacted them online, sent a photo and was promised a replacement in the right colour. However shortly after I received an email saying that they had cancelled my order, for no apparent reason. To date I have never had the correct colour stool and am stuck with 2 mismatched items. Just don't seem to be able get any contact or explanation from them. I have been a loyal customer for many years but this is not acceptable service. Very dissapointed.”

Helpful Report

Posted 6 years ago

“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

Dunelm is rated 2.3 based on 1,112 reviews