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Dunelm Reviews

2.3 Rating 1,035 Reviews

31 %

of reviewers recommend Dunelm

Company Reviews

2.3

Based on 1,035 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

“Overcharged for a clearance item, was about to check my receipt when staff member tried to look for a light fitting on the web so got side tracked!! Realised last night charged full price.. can I get through on the phone, can I hell!! 😩 been trying 4 hrs, probably bland covid ad usual 😩”

Posted 1 year ago

“Bought ready made curtains, they looked good quality but on putting them up it was a different story. The inside edges of the curtains were much shorter, as we bought the length that just meets the sill they looked awful! I’m in two minds whether to take them back or try and alter them myself. If I’d have realised they were made in China I would never have bought them. Poor quality for the price.”

Dunelm 2 star review on 17th January 2023

Posted 1 year ago

“The refund policy has prevented me from returning an item which I believe to be unfit for purpose. I attempted to return an expensive wool quilt (£75:00) which did not keep me as warm as the £24:00 which it replaced.”

Dunelm 1 star review on 13th January 2023

Posted 1 year ago

“After waiting in a queue of around 12 people with just two tills open, and no effort to open any more to move the queue faster, I bought goods to the value of £72 from the store at Snipe Retail Park, Ashton, Manchester and agreed to receive an emailed receipt. The till assistant assured me the receipt had ‘gone through’ but when I hit home and checked, no receipt had arrived. I tried calling the store but the call rang out for so long, with no answer, that it cut off. I emailed customer services seven days ago to ask that they either contact the store and ask them to send the receipt or advise how I could get in contact with the store bearing in mind they don’t seem to answer the phone. I haven’t received a reply despite them professing to aim to reply within five working days. So I am still no closer to receiving a receipt for my goods. Poor customer care all round from this company”

Posted 1 year ago

“In choosing beautiful curtains and wooden poles on which to hang them, with complementary rope tie-backs, which all now look stunning, we were helped well beyond the course of duty by Keelia of Dunelm in Boston. She also ordered curtains beyond their own stock from the Lincoln branch, saving us the hassle of doing this ourselves and even insistad on taking our purchases downstairs to the till to enable us to continue shopping in another section. Her comments enabled us to make our own decisions, but it was reassuring to have an understanding friendly young person to help. Such customer service makes one want to return to Dunelm. Hazel & Dennis Pain (appreciative septuagenarians!)”

Posted 1 year ago

“No price match :( Bought several items last week only to find them heavily discounted this week. Contacted Dunelm, they can't offer a price match, instead we have to return the items and buy the same items again. This makes no sense Dunelm.”

Posted 1 year ago

“I ordered 8 chairs for a delivery on Monday. On Tuesday 4 chairs were delivered, 2 of which were chipped. The Liv Chat was not able to inform me when my missing chairs will be delivered. Of the 4 chairs that were delivered, 2 were chipped. A replacement was meant to arrive today (wednesday), but nothing has arrived by 4:30 and Liv Chat cannot confirm they will arrive today. Customer services is terrible. All I want to know is when my missing chairs and when my replacement chairs will arrive. So far I have stayed at home for 3 full days. Liv Chat informed me that I would be contacted today and I heard nothing.”

Posted 1 year ago

“My first and needless to say Last order with this company. Ordered some Baubles and Lights for Christmas back in October. The baubles arrived in a dirty, dusty and stained condition (See Pics). How they had the nerve to send them out like that is beyond me. The Bauble box has a large window so they must have seen the state they were in before sending them out. Customer service seems non existent as i sent them 2 emails and over a week later still never heard anything from them. I have severe anxieties and do not use the phone so was relying on the email reply but alas that never came. Tried to use their return option on my computer but that kept saying "Oops" all the time. Finally got it to work using a laptop and managed to send them back. Took a bit of time to get the refund but did receive it. Now onto the lights. Checked them when they first arrived and they seemed fine and were beautiful to look at. Put them up in November and after 1 or 2 days noticed they kept flickering every so often. Basically they have not stopped flickering all through this Christmas time. I have to fiddle with the cable to get them to stop flickering. I would have taken them straight down but they are intertwined with other decorations so it would have been a big hassle. Baubles and the Lights are both made by Dunelm so i'm guessing they are made "On the cheap". Haven't bothered contacting them about the lights as it would be a bit pointless now and they most likely would not reply anyway. They are clearly a poor company judging by all of the negative reviews. I personally would Never order from Dunelm ever again and i do Not recommend them either. Go to a more professional company who care about their customers happiness. Thanks Dunelm for putting a dampener on this Christmas!”

Dunelm 1 star review on 20th December 2022

Dunelm 1 star review on 20th December 2022

Dunelm 1 star review on 20th December 2022

Posted 1 year ago

“We are still waiting for Evri to deliver our goods.we paid extra for delivery yesterday. This is the second time in a row they have failed to deliver won't be buying on line again”

Posted 1 year ago

“Roller Blind broke the second time it was used. The mechanism to raise and lower it has come apart.”

Posted 1 year ago

“6 pillows ordered online. Pickup from store 20 miles away. Covered in dirt and oil on purchase. Staff were diabolically dumb. No more dumbelmn. Ref: Would not be so bad if they’d bother to send a receipt!”

Posted 1 year ago

“Terrible after sales support. The item I bought online had various issues and the correspondence is still ongoing to resolve issues months on after purchase! Stay clear!!!”

Posted 1 year ago

“Absolute rubbish. Do not purchase online from here. 10 days late. Phoned the number who then hung up.live chat was a waste of time they said over 3 days late contact us . Too late no help on phone . Shop elsewhere”

Posted 1 year ago

“Terrible!! Avoid! I spent nearly £3000, with delivery fees, and didn't get it delivered to my door. Delivery people, very rude. And the wrost: missed items on delivery! It's extremely difficult to get in touch, after a few hours of trying the phone contact (as the only option possible) I spoke with a person named: Gil, that guaranteed me they'd solve the problem. Until today I have NO SOLUTIONS!! UNBELIEVABLE!”

Posted 1 year ago

“Terrible company, please avoid for your own sake. I’ve had such a traumatic time with them trying to get a refund when the cancellation ordeal was made impossible by their continuing publication of wrong times for their telephone service. I was unable to cancel as their phone lines were closed despite repeated attempts, their web chat line was off line also, and the ability to actually speak to someone absolutely impossible. As a result I am £344 out of pocket through their negligence. They even told my support worker, who in desperation has tried to resolve this issue for me, that the package ( blinds) had been delivered, or attempted but as I no longer live at the property were returned to dunelm. Yet another lie as I’ve just received an email from DHL delivery service telling me that they have received the details of my dunelm order and are waiting for dunelm yo send to them for delivery! Lie after lie and I am seriously out of pocket due to their fault.”

Dunelm 1 star review on 8th December 2022

Dunelm 1 star review on 8th December 2022

Dunelm 1 star review on 8th December 2022

Posted 1 year ago

“I cannot stand Dunelm as a company. I have ordered electric blankets recently. One does not fit the bed we bought it for so I tried to return it. I tried to return it through my account online but it said online return was unavailable for the item. I managed to get in touch with someone on their live chat after a long wait. He said the electric blanket couldn't be returned online as it was a large item! It is a single bed blanket. Not big at all. Dunelm are an absolute nightmare to get in touch with if you have any issues. There is no email address, no phone number and no online form for customer services. The only option is live chat which is frequently unavailable, if it is available there is a huge queue. I have waited in the queue only to be thrown off randomly. When I did speak to someone, he was dealing with multiple chats at once which meant he would just go silent at points. They don't appear accept returns online except for items which are absolutely tiny? I'm not going to shop there again tbh. It has just been so bad and unnecessarily stressful when most retailers have a straightforward returns process even if they sometimes charge for it (which I would not have minded in this case). I knew they were a budget brand but their service is worse than anything I've experienced. Avoid, avoid, avoid!”

Posted 1 year ago

“Ordered items never arrived/delivered. Lies about delivery from both Dunelm and their carrier Evri. Have demanded a refund but received nothing but automated emails from Dunelm (laughingly called) customer service. Don’t use Dunelm, they take your money under false pretence. Boarderline fraud. Just read the other reviews here. Same story time & again.”

Posted 1 year ago

“I recommend everyone to avoid this retailer. Huge disappointment as I still haven’t got the desk I paid extra to get it by special delivered on Saturday. I have only received one sms confirming they dispatched it and it’s with DHL and ready to be delivered on Saturday morning but no update since then and have been waiting whole weekend and today to receive an update. The only way to connect with them it’s to go to their online chat and wait at least for an hour in queue till someone connects. And they couldn’t do anything but only refund my special delivery £4.99!! Their phone number is closed. The agent keeps saying they have to wait another 72 hours for investigation and neither they can cancel my order, replace or or refund it! Their system wouldn’t allow it!! No manager is available to talk to customers! No emails no phone calls!! Waste of time and energy and ending up with nothing!!”

Posted 1 year ago

“Dreadful returns policy. I bought a bedding duvet set for £40. Tried it on but it was too big. I tried to return it but was refused as the packaging had been opened. The bedding was unused and only out of the packet for 5 minutes while I tried it on. I will never shop at Dunelm ever again and will be advising everyone else to do the same. This policy is worse than the returns policy at Sports Direct. The customer service isn’t much better, this company don’t care about the customer, only about sales. DO NOT SHOP THERE!!!!!!!!!”

Posted 1 year ago

“really poor experience with Dunelm, signed up to with my email address to receive a 10% discount code as a new customer. I had signed up and added item's to my basket. i waited for a code which didn't arrive, i contacted customer services which said it would take 7 days for the code to arrive and there wasn't anything they could do. Items removed from basket and won't be going back.”

Posted 1 year ago

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Dunelm is rated 2.3 based on 1,035 reviews