Dunelm Reviews

Name: Dunelm
Rating: 2.25

2.3 Rating 1,108 Reviews

30 %

of reviewers recommend Dunelm

Company Reviews

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Metrics

2.3

Based on 1,108 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

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

“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”

Helpful Report

Posted 2 years 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.”

Helpful Report

Posted 2 years 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?”

Helpful Report

Posted 2 years 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.”

Helpful Report

Posted 2 years 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 !”

Helpful Report

Posted 2 years 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.”

Helpful Report

Posted 2 years 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.”

Helpful Report

Posted 2 years 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.”

Helpful Report

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.”

Helpful Report

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”

Helpful Report

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.”

Helpful Report

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.”

Helpful Report

Posted 2 years ago

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

Helpful Report

Posted 3 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.”

Helpful Report

Posted 3 years ago

“Appalling customer service. Ordered a headboard only to be contacted by the carrier to say it was broken in transit and wouldn’t be delivered. They had informed Dunelm. I have heard nothing since in spite of several emails and trying to contact on online chat which never works. I have had no goods and no refund, I will never shop at Dunelm again . Trading standards is my only option .”

Helpful Report

Posted 3 years ago

“Diabolical service. Ordered a cushion which arrived with a broken zip. It's borderline impossible to contact their customer service. We suggested we would keep it and repair the zip ourselves in favour of a partial refund, given the hassle of sending it back, as well as the environmental impact of this. Contacted them 10 days ago for support and received an automated email to expect a response within 72 hours. Still no word... Tried calling them on two occasions, waited on hold for 20 minutes, and gave up. Then tried to join Live Chat no less than 15 times throughout the day. The button rarely appears and when it does, you have to wait a lifetime to get connected to somebody. I got connected last Thursday, was asked to send photos and was told I'd receive a response straight away. No response came, and this was 5 days ago. After numerous tries, I reached them over Live Chat again this morning. A customer service representative joined with a condescending tone, and told me that they'd give a 10% refund. A 10% refund wasn't even worth the time we spent repairing it or trying to contact them. I used to love going to Dunelm, but this is my first customer service experience with them and it has really put me off. Won't be returning.”

Helpful Report

Posted 3 years ago

“Terrific customer service a gentleman called Colin served us”

Helpful Report

Posted 3 years ago

“After ordering my items to be delivered on 26th March, the parcel arrived on 28th March, upon opening the parcel, non of the items I ordered were in the parcel! There was £72.00 worth of goods in the package where as I only spent £51.00. I took the items back to store, a member of staff checked if the items I wanted were in store and she tried to offer me a mismatched set. So I decided on a refund, I was informed my refund would be back in my account witin a few days only to receive an email informing me my refund would be returned on 17th April! After sending two emails of complaint and being told both times they would respond within 72 hours I have not heard anything from them after now 168 hours! However I have had my refund but will no longer shop at Dunelm.”

Helpful Report

Posted 3 years ago

“I just spent 190 pounds on two pairs of curtains I put the curtain rails up to match the drop one pair was as described the other was 1 inch shorter and both need ironing can they not read a tape measure”

Helpful Report

Posted 3 years ago

“The mirror I had ordered arrived broken in half. Customer service is arranging the collection since 10 days, I am stuck at home already third time, waiting for someone to collect it and with no result. Wasted time and money. Avoid!”

Helpful Report

Posted 3 years ago

Dunelm is rated 2.3 based on 1,108 reviews