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Dunelm Reviews

2.3 Rating 1,032 Reviews

31 %

of reviewers recommend Dunelm

Company Reviews

2.3

Based on 1,032 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 3 star review on 13th December 2023

Dunelm 1 star review on 4th November 2023

Dunelm 1 star review on 4th November 2023

Dunelm 1 star review on 12th October 2023

Dunelm 1 star review on 6th May 2023

Dunelm 1 star review on 6th May 2023

Dunelm 1 star review on 10th April 2023

19

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

“We have just visited Dunelm , Northampton , we knew what we wanted , but it was not in stock , a lovely lady by the name of Yvonne advised us ,and went the extra mile to get our purchase delivered to our home address , thank you so much Yvonne you are a credit to your company !”

Posted 9 months ago

“Ordered a mat from them to be delivered to a collection point. First wrong mat was,delivered, it had 2 different addresses on it. Contacted customer services who said they would arrange another delivery. Only found out collection point refused to accept that as it was too big. Contacted customer service again and said I wanted to cancel my order and get a refund. Well I am still waiting 5 weeks later. They know I did not receive the mat but said they would not refund me until it was returned to depot. This is theft by my reckoning. Take a customers money but fail to deliver the product. I will NEVER order anything from Dunelm again and will advise friends to avoid them unless you are prepared to throw money away!”

Posted 10 months ago

“Promise after promise of a delivery, still not appeared! Then laughably offered an online voucher as compensation! Really you can't delivery an order online now, it's taken over a week of back and forth, with it will be here by then etc... Disgusting customer service. Will never deal with Dunelm again. I would give no stars if I could.”

Posted 10 months ago

“The stiffening at the top of my Dunelm curtains is disintegrating and dropping large bits to the floor. Because I have had them over a year, there is nothing customer services can do. I now notice that another pair of Dunelm curtains (this time expensive velvet) are doing the same. Why are curtains being made with degradable interfacing . Will not buy curtains there again.”

Posted 10 months ago

“Just taken delivery of 2 bedside tables, delivered by Stuart and Paul from Bristol... They were polite efficient and unpacked the tables. They are a credit to your company.”

Posted 10 months ago

“I was disappointed with a mirror that I’d had delivered and returned it to the Aladdin Tower Store, along with a cushion. The lady who served me was friendly, polite and efficient and it was sorted out within 5 minutes! Thank you.”

Posted 10 months ago

“AWFUL CUSTOMER SERVICE. Product (roller blinds) faulty and when I called customer services, the representative could not have been more unhelpful, obstructive and rude. Complained in writing to CEO (no response!) and customer services (again) who are still being really unhelpful in resolving the issue. I have found them to be totally unprofessional and they have treated me with utter contempt. I will never use them again. Have now wasted an entire day on chasing this up. Useless company.”

Posted 10 months ago

“So disappointed So disappointed. Bought an expensive parasol last year, literally used it maybe 4-5 times at the end of last summer, got it out to use it today (it’s been in a protective case all year which I also bought from dunelm) and the string which is supposed to pull the umbrella has come away from the mechanism and is no longer working. We are literally out of guarantee by a few days and have been told there is ‘nothing they can do’ when we have literally used the item no more than five times and taken perfect care of it. Really shocked and disappointed. Feel like we have been had. It almost feels as though they build things for a years span?! Wouldn’t be so upset if we had at least got to use it frequently. Really won’t be bothering to buy anything from here again which is a shame but I just feel really let down. Customer service was also abysmal. ‘Michelle Jones’ refused to put me in touch with anyone else after I requested multiple times so I was unable to escalate it and will be making a formal complaint to their head office now instead.”

Posted 10 months ago

“Brilliant service! I have just been to collect an order in your Yeovil branch and the ladie that served me was lovely! Nothing was too much trouble, she was helpful and cheerful and we had a lovely chat about holidays, as I was collecting a suitcase for my holiday. This lovely Scottish lady and the young lady on the next till made my shopping experience an absolute pleasure, I will most definitely be returning. The click and collect service is great, the product was ready for me to collect within 3 hours. Highly recommend.”

Posted 10 months ago

“I have never been treated so badly by any store I’ve ever been in as I have been treated by the Huddersfield store, what has happened to customer service??? I was returning a Dorma quilt cover that had been opened but not used, as I explained it was quite obvious from the foldings of the cover it was unused, I had opened it to see the bigger pattern not realising it was a ‘sticker seal’ I was refused a refund and now I have a cover costing over £100’ I don’t want!!! I asked to see the manager, who was no help and really could do with a course on customer relations, ‘Spencer’ was rude and I will never, ever but anything from Dunelm again.”

Posted 11 months ago

“Dunelm is the worst possible company for delivery. Constant meaningless emails stating the are sorting the problem which never materialized. Appalling service. Would never recommend delivery as Panther are useless”

Posted 11 months ago

“The light fitting is a deadly weapon , fitted less than 24 hours a two of the three glass shades dropped out, thankfully not hitting anyone. Dunelm don’t think there is anything wrong with the product that has three glass globes with hardy any lip being held in place by three small cheap plastic grub screws. Wiling to replace broken bulbs but how do you feel safe walking under them again and the tiny bits of broken glass we keep finding are a hazard for any of our grandchildren who visit . Rubbish shop not be visiting them again”

Posted 11 months ago

“They delivered the items smashed in pieces. All they offered was a refund or replacement. Poor customer service. No responsibility accepted. After complaining, they said they would refund the delivery cost (paid for express) as 'a gesture of good will'. Hilarious that they believe a gesture of good will is to refund me for a service they did not provide.”

Dunelm 1 star review on 6th May 2023

Dunelm 1 star review on 6th May 2023

Posted 11 months ago

“Delivery date was agreed and then told it would be almost a week later. Spent 40 mins on the phone ( 35 mins on hold!) I had driven up to my sons flat in Edinburgh to take delivery as he is working away (300 miles each way!), and taken time off - all for nothing. Only refunded half my money up to now and waiting for “a manager” to call me so that I can complain! Won’t hold my breath! Customer service is beyond incompetent. Will never shop there again.”

Posted 11 months ago

“I ordered an item that was too large for my room (my fault!) but Dunelm couldn’t have been more helpful. Delivery and collection were as arranged and on time with the drivers keeping me informed at all times so I could plan my day. Both drivers were friendly and courteous (despite the address being tricky to find and on the third floor). No hassle at all!”

Posted 1 year ago

“Trust Dunelm no More!!!! I love the Dunhelm Dorma bedding brand and trust the quality. NO MORE! I've just bought a second set that is nowhere near the quality. Scratchy, cheap cotton. But because I trusted the brand I didn't think about it and immediately washed my new linen and slept on it last night where I was horribly disappointed. Customer service weren't at all bothered about the drop in standard of their trusted brand and said as I've washed it it's tough luck. My loyalty and trust reward with a flat "computer says no". Shame on you Dunelm!”

Posted 1 year ago

“I have been told that Im gonna receive my item on Tuesday around midday. But around 7 pm the driver contacted me and said I'm not gonna deliver yours. We will consider rescheduling which is gonna be in a few days. Customer service does not have any power over the cargo part and they do as they please. So, in the end, I did not get my parcel.”

Posted 1 year ago

“I made a purchase from Trafford Retail Park, Ann, who took my call, directed me to customer services, because I was informed due to hygiene I could not return a pillow, which was wrong design, because the package had been opened. After a call to customer services and getting a reference number, Ann advised me to come back into store, as my local Warrington would not help me. I found Ann to be very professional and friendly.”

Posted 1 year ago

“Poor service when reporting a mattress that Dunelm's own inspector said was firm and not medium as sold. Stay away from this company they're happy to take your money but zero customer service.”

Dunelm 1 star review on 10th April 2023

Posted 1 year ago

“Purchased a sofa and 2 armchairs. 7 months on and the padding to one seat of the sofa and one chair has collapsed and is uncomfortable to sit on. I was offfered a 10% refund which I refused as it would not resolve the issue. Sent out someone to assess who agreed it was not acceptable then receive an email saying the assessor found it to be wear and tear! Dreadful quality and very poor customer service! Will no longer purchase anything from them.”

Posted 1 year ago

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Dunelm is rated 2.3 based on 1,032 reviews