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Dunelm Reviews

2.3 Rating 1,039 Reviews

31 %

of reviewers recommend Dunelm

Company Reviews

2.3

Based on 1,039 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 5 star review on 24th May 2024

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

20

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Bad customer service .They don't value customer time .money and support .and bad policy's .Sheffield branch won't exchange a new unopened blind that they still stock .unopened to exchange for a different style that is double the price ( more money in dunelm pocket ) because u lost the receipt ) Worse bit staff can not explain the policy's to u .Wont give my money to dunelm anymore they don't value customers”

Posted 1 year ago

“Ordered a TV unit online. Received 3 emails conforming dispatch, delivery day and then delivery time. Item never arrived. Dunelm unable to track item. Very poor customer service. Now I'm expected to wait on an investigation to find my item.”

Posted 1 year ago

“We ordered matching wardrobes and a chest of drawers. The delivery drivers were completely bamboozled by the invoice which said their were "2 items" so they tried to give us 2 boxes. I noticed one of the boxes said "1 of 3" and told them there must be one missing and they gave me that one. After opening the boxes I realised they had still only given me the wardrobe. They didn't understand the difference between a number of boxes and a number of items. This information must be on every order they deliver, so I don't understand how they could possibly be doing their job. Do they deliver part of every item that is across multiple boxes? We got in touch with Dunelm and the delivery organisation to complain. They insisted the item had been delivered. We did our own investigation and sent them information on the dimensions of boxes, our photos of the delivered boxes (all the wrong way up). They also had a photo of the delivered boxes that they refused to show us. Most of our messages throughout this process were completely ignored, we received no response to inform us what, if any, investigation was taking place. The only responses we got were that the item had been delivered, they didn't even ask the delivery drivers if they had a box left at the end of the day, they just accused us of lying. Eventually, we were informed they had "found" our "missing item". They wouldn't give us any information on what delivery drivers do when there is a box in their van at the end of the day With a customer's address and order number on it. I suspect they just dump them, because the chest of drawers we received was so badly damaged that when I took the drawers out for the first time it fell apart such that I can't put the drawers back in. Dunelm have taken so long (over a month) to make a complete mess of this process, that now there are no more in stock. It is a matching set with the wardrobe that actually did arrive. Obviously we would not have bought either of these products if we knew we wouldn't get the complete set. Honestly I think these people must be making a concerted effort to do their job badly. It would be far less hassle for them to behave in a reasonable manner, re-deliver items that they forgot to deliver and have all the details of how to re-deliver, Talk to other departments rather than just trying to fob customers off without any kind of investigation. They made no attempt to correct any of their mistakes, they don't care if customers are satisfied or not. They offered us a discount to keep the completely ruined furniture, which is laughable. It isn't convenient for me to have large shattered pieces of wood blocking up my hallway, But I have to keep it here for them to come and pick it up and give me a refund. I don't know why they want to transport these broken pieces of wood across the UK before putting them in the bin, It is clear from the pictures that they will not be able to repair this unit. Their main intention is to make it as inconvenient as possible for me to get my money back. They made no attempt to organise a replacement, only made it clear that if it ever comes back in stock it will be more expensive. We now have to try and find a suitable chest of drawers from another supplier and order it, something that we spent considerable time on 2 months ago. We still don't have anywhere to put our clothes away in our new house. I will never buy anything from Dunlem again. They have some nice furniture, but their processes are a complete shambles and they have somehow managed to hire a workforce of people who are fine with making a mess of every task and disappointing people 8 hours a day. It must be soul destroying to be so profoundly useless on a daily basis, and this gives me some consolation.”

Dunelm 1 star review on 8th July 2022

Posted 1 year ago

“I will join the long list of 1 star reviews. Dunelm are using Evri as their Courier - useless and it is such hard work to get difficulties sorted out. I even wrote to the Dunelm CEO but my complaint - or complaints as one of them was actually about their on-line Agent who totally ignored me and then closed down the 'chat' - but it was passed back to Dunelm customer service. I have asked for a refund if my order is not received tomorrow. I will not be ordering from Dunelm again nor a few other companies that also use Evri.”

Posted 1 year ago

“I placed order of 2 mattresses on 25th May and It was supposed to be delivered before 31st 25/05 - Placed order of 2 Mattresses, given delivery deadline 31/05 30/05 - Received comm from Panther Courier to select delivery date, the earliest available date was 6th Jun so I selected. 05/06 - delivery time slot was given 12:39-14:39 06/06 - we were eagerly waiting for the mattress since we have been sleeping but 11AM I received comm that it will not be delivered since items were not received on time 07/07 - we were very disappointed and frustrated so I pinged customer service over chat(they don’t have any other option). The customer service gave me case id and said to come back in 72 hrs. 10/07 - Since I didn’t hear back, I pinged again and got to talk to a new customer service representative. I explained whole thing. I was said that items was lost and a new replacement order is being created and deadline was give as 20/06 20/06 - I didn’t receive any update on order so I pinged again. I was told again to come back in 72 hrs. By evening I received comm from Panther courier to select the delivery date. Easiest available date was 26th June so I selected it. 25/06 - delivery slot was given 8:06-10:06 26/06 - Morning 8:32am, I received same message that delivery will not happen because item was not received. One month and mattress were not delivered. Finally I cancelled the order. Through out the time it has been so disappointing and frustrating experience. I had talked to 5 customer representatives, all promised to revert in 72 hours but nobody ever came back or replied back to my mails. They never understood our pain and trouble and never cared.”

Posted 1 year ago

“So frustrating! Just can not get through to talk to someone. No valid email address, live chat is either not available or no one bothers to talk. Can’t get through on the telephone, left holding on. I need a refund on an item returned. I had three pairs of curtains in the parcel but have only been refunded for two! Appalling Customer service! I will never order online again! This has happened with other stores also and when there is a problem you can never get through to speak to anyone.”

Posted 1 year ago

“Had 5 deliveries of same product all were faulty would not buy anything again no quality control/check don’t seem to care just send another replacement may be ok this time”

Posted 1 year ago

“Order is taking too long to arrive despite my paying extra for next day delivery. Apparently no easy way to ask for a refund on postage either - will not use again.”

Posted 1 year ago

“18 days after purchase, 9 days after latest delivery…still no item. Still can’t speak to a human. Live chat never works. Email auto response tells me to live chat because they’re busy. No phone number. Dunelm, you have my money, you have my goods. You won’t speak to me. This is theft. If you can’t handle busy periods, stop selling stuff. Don’t just take money, not deliver them and then say it’s a busy period and not speak to your customers. Can I come and just take some money from you and then disappear? I can see the appeal, but I’m sure you’d agree it was illegal. So how can you justify doing it to me? Your reviews are awful. Is there a problem with your management? Your internal systems? Your delivery service? Whilst you ponder the issues, can I have my money back or item delivered please?”

Posted 1 year ago

“They don't even take back the items that are badly designed & useless. Will go to John lewis TK or next or anywhere else to avoid dunelm. If their item is faulty they will take it back within a year and they don't argue with their customers.. dunelm has forgotten that customers are king . Without customers they don't exist.”

Posted 1 year ago

“Nice selection of items but absolutely awful customer service in fact no customer service for a firm this big I am shocked ! Only part of my order received May as well shop with a firm that charge a little more but at least great customer service Can’t even use live chat always unavailable ! I received part of my order too can’t use the paint until I have seen the copyright samples I ordered but not received yet money been taken !”

Posted 1 year ago

“We have redecorated our lounge with a complete change of colour scheme. We spent time choosing paint, carpet and the last thing curtains which we found in the Barnstaple branch of Dunelm. As well as normal windows we have we have French windows whose height very much determines the position of the curtain pole just below the coaming and just above the top of doorframe, this means the top of the curtain pole is 86 inches above the floor. This is not a standard length so we bought 90 inch with the intention of shortening them. As these were lined we decided to use Dunelm's alteration service. We went to the counter where we were ignored by a woman who was pretending to be engrossed in her paperwork. A passing assistant noticed us and offered her help. I explained we wanted these curtains shortened to give a finished length of 86 inches from the top of the ring to the bottom of the hem. At this point the woman who had previously ignored us piped up with the comment " that's impossible the minimum curtains can be shortened by is7 inches." I asked why and was told that's what they do. I returned to the assistant I will call the nice one and by measuring we established the curtains were in fact 91 inches from top of ring to hem. I suggested that even if the existing hem of 2 1/2 inches was cut off and a new hem produced it would be possible to achieve a finished length of 86 inches with no difficulty. The mathematics seemed to escape them. With the nice one putting our specification on the order we paid up front a fee that nearly matched the original price of the curtains. Nearly six weeks later I received a call to say the curtains were ready for collection. At the store I asked to open the package and measure, guess what, 84 inches from ring to hem. The response was " look it's 85 from the top of the curtain to the bottom so it's nearly right, maybe you could move the pole" This did not improve my mood and I expressed my displeasure, no manager could be found so I left the store with the promise the assistant would speak to her manager. Today she called to say nothing can be done, no refund would be offered and they would not accept my complaint. This is not a 5 star service. It is appalling customer service, more akin to good cop bad cop. If a company won't accept complaint or criticism it will never improve it's service. This is not the first time I have encountered rude staff in this store. Beware.”

Posted 1 year ago

“I ordered 4 items, 3 of them were broken. They've cut me off the middle of the live chat, customer service is useless. So disappointed and annoyed. 1 item I can't even get back because it's out of stock, plus they still need me to return the broken items to get my refund.”

Dunelm 1 star review on 4th June 2022

Dunelm 1 star review on 4th June 2022

Posted 1 year ago

“1 star given due to miserable staff in Pontyprifdd Pausa Coffee Shop with their can't be bothered attitude. Customer service training needed or employ pleasant and helpful staff who enjoy the job. General shopping experience is a pleasure.”

Posted 2 years ago

“called into the sittingbourne store to purchase an item which was available to collect online, couldn't see it in store so asked a member of staff Laura for assistance but she didn't want to help and was very rude, where do they get these people from. I'm a regular customer who will not be returning.”

Posted 2 years ago

“.i bought a stripes bath mat orange from your derby store on ascot drive with a number of other items after a few weeks the stitching came apart . so i took it back on the 30th april at 12,23 i was dealth with by sophie in customer services who was rude and unhelpfull asking for my receipt which i had discarded i had proof on my banking app when i bought it and i wanted a replacement . and i got the third degree from a young lady with no manners , and was very unhelpfull ,i ended up getting a refund and getting a replacment mat from another store , i have shopped at your stores for many years , but this has really put me off shopping at your stores in the future , des pearson”

Posted 2 years ago

“Order didn't show up. Cannot get through to anyone. Live chat ignoring me and making excuses or saying they will do something then not. They owe me 100 pound or a rug. Ridiculous company.”

Posted 2 years ago

“I really used to rate Dunelm, but no more. I ordered 2 white seersucker duvet sets and a single sheet. The duvets sets arrived but no sheet. The invoice said it was out of stock. No other explanation and they took the money for it. When I opened the duvet sets I was so disappointed. Really thin and cheap.looking with marks in the material. I have tried to contact Dunelm without success. Dreadful customer service. Don't know if I will ever get my money back. Will never buy from them again. Would have given zero stars if that was an option.”

Posted 2 years ago

“Ordered 2 wardrobes. Terrible quality. Damaged, paint chipped etc. The lady at customer service was extremely unhelpful & sarcastic.”

Posted 2 years ago

“Ordered a rug in March from Dunelm. The rug was home delivery only so I was given a delivery date. Delivery company arrived the driver pulled up outside, opened side door of van and proceeded to get my parcel which he then hid behind some boxes, he got back in the van and drove off with my parcel. I contacted Dunelm and delivery company (dhl). Delivery company said driver delivered to wrong house. Dunelm won't refund me until the driver gives them my rug. So unhelpful at customers services. Spent 115 minutes on the phone to sort it out. So Dunelm have kept my money and the DHL driver has my rug, I however have nothing!!! If I went into the store and stole goods the police would arrest me. I will never shop at Dunelm ever again.”

Posted 2 years ago

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Dunelm is rated 2.3 based on 1,039 reviews