Dunelm Reviews

Name: Dunelm
Rating: 2.24

2.2 Rating 1,161 Reviews

29 %

of reviewers recommend Dunelm

Company Reviews

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Metrics

2.2

Based on 1,161 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

“Dunelm Nottingham staff very helpful and friendly especially Aiden who took the time to show my husband how something worked so we ended up spending double the money, can't talk highly enough from floor staff, cafe and till lady such a pleasant change that they were happy to help so thank you to all those people”

Helpful Report

Posted 7 years ago

“They (the delivery ) kept in touch all through the delivery and I did not have to stay in all day . They said at the last stage up to 1 hr and in fact we’re 10 mins I have made several orders with them and each time perfect delivery .”

Helpful Report

Posted 7 years ago

“Not happy as such but here's the circumstances. Went into the Cambridge Retail Park branch on Tuesday, I asked a lady on fabrics if Dunelm had any all-season duvets and was told no we don't have anything like that in stock. I went home checked the Internet and found that there were Fogarty all-season in stock. I rung the store at 17.10 and was told all staff busy, I tried till 17.40 then rung head office. Menu message too faint to hear. Tried another number and finally spoke to Lorraine who did confirm Cambridge had the duvets in stock. Wednesday I went in, spoke to Tracey a very very helpful lady who couldn't be more helpful if she tried. She confirmed on computer that they had many in stock, she then started to look round the store, we finally found them. She was helpful, friendly, polite and professional an asset to Dunelm. I purchased a Fogarty Kingsize all-season duvet at £40. The three stars represent the bad customer service and phones unanswered. 5* for Lorraine and 6* for Tracey if it were possible.”

Helpful Report

Posted 7 years ago

“ordered two chairs and paid with credit card. They told me they were unobtainable and that a refund was coming. No refund has appeared. I am going to the Office of Fair Trading. Apparently Dunelm is famous for things like this.”

Helpful Report

Posted 7 years ago

“Live the shop and staff are really helpful especially the girls in the cafe.”

Helpful Report

Posted 7 years ago

“Went into store in Lincoln at 5.40pm and was trying to choose new curtains but unfortunately was unable to think due to staff keep announcing store will be closing 3 times then finally beings told to go to check out as store will be closing in 5 minutes from a rude member of staff! Fine if you don’t want our money we will go somewhere else!”

Helpful Report

Posted 7 years ago

“Bought the new bedding called Laura 1 throw meduim size Kingsize quilts cover and and extra pillow slips (and its not cheap) ,Thought i would have a look to make sure that the smaller one fitted my bed and what a mess who ever machine it needs some glasses nothing was sewing properly I took it back , Staff were lovely about it they manage to get me one online that came a few days later and your never going to quess what was wrong with it Some of the throw had filling round the edges and nothing in the middle so that went back got my money back , II have just finnished decorating my room and gave the quilt cover a quick wash , put them on the line to dry and all I could see was uneven covers both of them if I put them on my bed my duvet cover would be all lumps and bumps . I was in tears , Will Dunelm at Kettering answer the telephone no sorry all our lines a busy at the moment I have 2 get 2 buses and and a long walk to the shop”

Helpful Report

Posted 7 years ago

“Bought a cupboard with badly fitting drawers should have sent it back but liked it , as the drawers were difficult to pull out and put back in one of the handles snapped in half . It was just over 12 months old and dunelm not interested in sending out a handle . I bought one but it was the wrong size for the unit , so for the price of a cheap handle they are happy to fob you off that is customer service for you non existent .”

Helpful Report

Posted 7 years ago

“Shopped at dunelm today at wallsend staff couldn’t have been more helpful young lady at till called Laura Beth helped me with my curtains problem was with curtains not staff they said blackout which they were but also said keeps room cool I put them up this morning and went back and my room was hotter than ever waste of £50”

Helpful Report

Posted 7 years ago

“very customer friendly, no quibble returns”

Helpful Report

Posted 7 years ago

“A great sofa, ordered online and delivered quickly.. The website is easy to use and a pleasant experience..”

Helpful Report

Posted 7 years ago

“After paying for a furniture delivery on a chosen date they did not deliver. I tried to contact them all day but was on hold for ages most likely on a high call charge rate. When I finally got through I was told it was on progress and would not be delivered and offered me a week later. Rubbish customer service. Unprofessional. I stayed in all day and changed plans for nothing. Won't shop there again.”

Helpful Report

Posted 7 years ago

“Click ans collect within 2 hours. Good quality curtain poles, packaged well and easy to navigate website”

Helpful Report

Posted 7 years ago

“customer service an absolute joke 2 phone calls 25 minuets each regarding my problem, just kept being told out of warranty therefore nothing could be done as garden furniture is only used a few months a year , you would expect it to last longer only purchased April 2017 at £400 ,couldn’t even give me suppliers details to try and buy a replacement. will never shop in Dunelm again.”

Helpful Report

Posted 7 years ago

“Always good customer service here, and good after service too. Friendly, helpful staff.”

Helpful Report

Posted 7 years ago

“Have made many purchases here ,but today bought my favourite to date. stargazer lilies. They were £85 which sounds quite a lot but are so beautiful and a wow feature on my dining table. Weighing up the cost of real ones every other week they will pay for themselves in no time. Great quality and look so authentic. Very pleased.”

Helpful Report

Posted 7 years ago

“I bought a futon costing over £400. Some of the bolts and inserts are missing. The bed is very unstable and dangerous to sleep on. I have guests coming and despite 3 emails and a phone call I have not received the missing fastenings. The phone service is a joke. I have asked for a refund with my rights under the sales of goods act. No reply. Shocking customer service. Unless they improve they will soon have no customers to serve. I will not buy from here again.”

Helpful Report

Posted 7 years ago

“Good quality products”

Helpful Report

Posted 7 years ago

“That's one star way too many; where is the minus button..!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!The Absolute DEBARCLE that is DUNHELM!!!!!!......I am furious; I have been given the run around by this so called company for the last 2 months. How difficult can it be to have a house fitted with wooden venetian blinds that actually fit or indeed the wood is not damaged? There are so many issues with the way this company conducts business that I will NEVER step in the store again. In having ordered the blinds with the so called assistance of a member of staff, was left with a 2 month wait (not 10 days as originally promised). I made endless unanswered phone calls to the store, (dread to think what my phone bill will be) numerous visits and the impression that members of staff did not know what the other was doing. Admittedly the order was reduced by 20% due to the fact that once the goods arrived in store there was no available fitting date (another 2 week wait). I have received a number of voicemails and then a call from the store manager full of apologies for the fact that I should never have been able to order from the store as there is no consultant! (I really do not think this is my problem). Apparently the nearest store to where I live is Rotherham or Sheffield. I explained to the manager that if the blinds ordered did not fit any one of the windows, I did not want any of them fitting as I was so fed up by this point. When I did finally get a date for the blinds fitting, I took a holiday day off work and waited in. The fitter arrived and duly announced that he thought that they would not fit and promptly rang the store. I followed him to the store and watched him explain to the member of staff who originally ordered the blinds and there was a long 5 minute silence as they tried to ascertain what had gone wrong. It soon became apparent that they were looking for someone to blame for the whole ridiculous episode. I have to add here that NOT ONCE!!!! did they make any attempt to apologise for the whole sorry mess. I asked to speak with the store manager and was presented with the assistant store manager who again did NOT APOLOGISE! But suggested that we keep the offending blinds as they would only be put in the skip (useless to anyone else) and that they don’t quite understand what their team is doing! In thinking that I may be able to salvage something from this whole debarcle, I opened the boxes to the other blinds only to find that the wooden slat was split the whole way across the bottom. I hasten to say that I was given a full refund….however the lovely wooden venetian blinds that I ordered are now lying in the skip at the back of the store and I still have NO BLINDS…..2 months after ordering I am now back at square 1 feeling extremely disappointed and disgusted with the ramshackle service that this company deems suitable in terms of so called excellent customer service. I have tried to rate this service, however there is not minus 100% button and I would advise people to not attempt to touch with a 10ft barge pole…my fingers feel truly burned and I have totally lost my faith in this company…it’s a good job that I am not a secret shopper!!!!!!!!”

Helpful Report

Posted 7 years ago

“Quick service pleasant staff nothing too much trouble.”

Helpful Report

Posted 7 years ago

Dunelm is rated 2.2 based on 1,161 reviews