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

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“I was happy to leave the store as the check-out system is long and in no way in keeping with a well-known store like”

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Posted 7 years ago

“Products..”

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Posted 7 years ago

“Very clean tidy store. The member of staff in the rug department was very busy as there was a sale on but he was still very helpful, pleasant and polite. The member of staff at the checkout was also very helpful and had time for us even though it was very busy.”

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Posted 7 years ago

“Stockport store We were served by Lauren m her customer service was excellent, she is very helpful with an issue we had well mannered and very polite. Would definitely return to the store again”

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Posted 7 years ago

“I don’t even give denelm one star the way they have treated me! Ordered sidmouth furniture 9 days ago had message saying they was delivering both items on Thursday 18th January 2018! We spent all week painting our living room and even put new wood floor down ready for this furniture, and even got rid of our old furniture, then had a message on the day of delivery that they only got sideboard but no tv stand so I cancelled the order! And they said they was sorry for our inconvenience and offered us an extra 10 % of and give us a case number! So today which is Friday 19th I rung denelm with a new order for furniture after being on phone for half a hour told them which furniture I wanted lady on phone said I have to transfer you because my computer would let me order this furniture! Then someone else came on phone and said I’m so sorry but all the furniture had to go back to the supplier! What a load of rubbish I’m so upset about this and I will be taking it further! Buyers beware of this shop!”

Helpful Report

Posted 7 years ago

“Always helpful, and smiley and go further to help.”

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Posted 7 years ago

“Very easy ordering prompt service when collecting purchases”

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Posted 7 years ago

“Abysmal/rubbish/pathetic to name absolutely no customer etiquette,would not touch Dunelm again.”

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Posted 7 years ago

“There is nothing customer focused about Dunelm Poor delivery and complaints are dealt with a 'sorry - oh dear, tough luck attitude. Shan't recommend, will advise others to avoid”

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Posted 7 years ago

“Such good service, quick and efficient. Also I love their bedding and bathroom goods. So much choice and wonderful colours and accessories to choose from. Also have a great returns policy.”

Helpful Report

Posted 7 years ago

“I ordered a bedframe and mattress for next day delivery. The mattress I ordered was a certain model from silentnight which was awarded the "best buy" from Which magazine. Upon receiving the mattress I noticed that the mattress was a silentnight mattress, however the specific model name was only printed on a sticker on the plastic packing. I contacted the manufacturer of the mattress as I had my suspicion that this might not be the correct mattress which they could confirmed. Bedroomworld sent me the basic silentnight model which is 100 pounds cheaper. After calling customer service they were not willing to send the correct mattress with the same next day delivery option but instead said they have to collect the other mattress first. And only if this mattress is unopened and returned to them they can send out a new mattress. After receiving the correct mattress, and trying to assemble the bedframe I noticed that the nuts don't fit the bolts. Customer service said they will send out new nuts and bolts within ten working days. After not receiving the bolts I contacted them again only to be advised that the replacement parts were never ordered. I had to take three days of work for the deliveries and pickup, multiple hours on the phone to customer service sorting out this mess and a month later my daughter has no bed to sleep in other than the mattress on the floor. And most likely I will have them pickup the bedframe in the next days and purchase a bed elsewhere. If you are planning on wasting your time and money buy with them, otherwise stay well clear.”

Helpful Report

Posted 7 years ago

“Appalling. If I could give no stars I would. They happily take your money and then when you want to return the item they make it virtually impossible. I ordered a rug online but the colour was not suitable so I wanted to return it. I spent 2 hours in my local store as it states on-line returns can be made in store. They finally said that because it was an on-line exclusive rug (which many of them are) they cannot accept the return in store. They packed it back up again and I had to take it home. I then contacted customer services by email to return it. They state they will reply in 72 hours! The rug was supposed to be collected yesterday, I had to make arrangement for someone to be at my home all day. No one called to collect the rug. If you ring the 0345 telephone number you are in a queue for half an hour, listening to tiny music and a recorded voice telling you that your call is important to them, and then they cut you off. When I finally got through yesterday afternoon they confirmed it was due to be collected that day. I have now had to send another email to customer services to find out why they did’t come and when they can try to collect it again. I will yet again have to ask someone to stay at my house for the day whenever they say they call. They have my money, so they’re really not bothered about assisting me. It seems that they make it as difficult as possible to return on-line goods. I will never use their on-line service again. Appalling customer service.”

Helpful Report

Posted 7 years ago

“The quality and variety of goods. Excellent value for money.”

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Posted 7 years ago

“A pleasure to buy from this company, easy process of ordering and collection from the store was speedy.”

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Posted 7 years ago

“Placed an order for a footstool over a week ago should've been delivered yesterday but instead we got somebody else's order which was a massive carpet which is now in my garage awaiting collection.I have constantly phoned and emailed getting no replies back don't even know where my order is cannot speak to them to cancel the order or get a refund horrendous customer service and complaints department not happy at all and will never use dunelm again which is a shame because I like there products but don't expect to be treated like this when I spend a lot of money with them.”

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Posted 7 years ago

“An excellent store with a wide range of homewares at a very competitive price. Staff are helpful if a little scarce at times but the range of goods is a welcome change to a certain large Swedish store.”

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Posted 7 years ago

“Always find the staff very helpful in Dunelm”

Helpful Report

Posted 7 years ago

“Not happy ‘I ordered a gift card on line as a Xmas present well in time for it to be delivered. It’s now the 5th Jan and several emails later it still hasn’t arrived. Tracking was next to useless until 2 days ago but at least it’s now showing it’s at the local post office. I like some of Dunelm stuff but I would never order anything on line from them again.’ Update- 8/1/18. the card arrived 3 weeks late, just as I received an email from Dunelm asking for a review, So I gave the review as above. I then received an email from them saying my review had been moderated.. meaning it won’t be seen on the internet. Something smells here. I’m even less likely to use Dunelm now.”

Helpful Report

Posted 7 years ago

“Retail Assistant insisted she give me a credit voucher despite having a receipt for a gift purchased for Christmas. It was a day over and the weather had been bad, having snowed heavily and my closest branch is 20 miles away from where I live. Despite there being a notice at the till stating it was possible for a refund beyond the usual 28 days, I was told the notice shouldn't be there and issued me with said credit note. I requested to speak to the Manager who came and without any hesitation told the assistant to give me a cash refund so all was put right satisfactorily in the end but it took some getting there.”

Helpful Report

Posted 7 years ago

“Can't stop ordering things from them”

Helpful Report

Posted 7 years ago

Dunelm is rated 2.3 based on 1,112 reviews