Dunelm Reviews

Name: Dunelm
Rating: 2.26

2.3 Rating 1,131 Reviews

30 %

of reviewers recommend Dunelm

Company Reviews

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Metrics

2.3

Based on 1,131 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

“Terrible customer service, I wish I’d read these before as I’ve also been caught out by them. They’ve had my money but no good and waiting for refund which was promised last week, as it not there in my bank I’ve contacted them and been told another 3 to 5 days. Tried on we chat and Sophie just gave her explanation and disconnected call. I hope you never have to speak with someone like yourself Sophie.”

Helpful Report

Posted 4 years ago

“Dunelm duplicated my order, their error , but they have not given me a full refund despite my returning the goods,”

Helpful Report

Posted 4 years ago

“Ordered a divan for home delivery. It's turned up today without the two screws necessary to connect the two sides. If you call the customer service number, you get a message saying that they're too busy and then you're cut off. Your only option is live chat which has a massive wait time. Avoid!”

Helpful Report

Posted 4 years ago

“Dunelm is a disgraceful company!!! Bought sofa from Dunelm when arrived found hairs inside & was used, asked 50% refund as compensation to keep it as it is but Dunelm refused & offered 15% off or return for refund, please beaware Dunelm is total cheat, fraud & waste of time company, don’t buy and don’t trust this company because of their name or brand, company sending used item to customers on purpose so customers will have no other option but to accept 15% refund and keep the items as most people discard their old sofas a day before due to lack of space so company is well clever to understand weak points of customers, Dunelm employees have no idea how to deal with customers, they really need to improve their customer relationship management skills, don’t trust and don’t buy from them rather pay more and choose some better reputation company.”

Helpful Report

Posted 4 years ago

“Appalling!!! Shop elsewhere We bought a bed and was given a delivery date. Took time off work to wait in for it, but it never came !! Spoke to customer service who said it was still in the warehouse !! Someone would be in touch within 72 hrs . This passed with no one contacting us. We spoke to an agent again who just said the same thing, someone would be in touch within 72 hrs as the order hadn’t even been processed!!!!!!! We asked for a full refund and will never shop with Dunelm again. Wish we’d read the delivery reviews first !!!”

Helpful Report

Posted 4 years ago

“Here we go again.they take your order and your money,tell you it’s been dispatched.leave you hanging until delivery date has passed.onus is then on you to chase them for answers where your goods are.72hrs later tell you it’s lost and none left in stock then it takes 5 days to refund your money.total scam dunelm should be done everybody.”

Helpful Report

Posted 4 years ago

“BEWARE they keep your money for days. When you order online, they take your money, then tell you it's not in stock. You are then told you have to wait 72 hours for them to process your refund. I guess it looks good for their cashflow to have all that money in their accounts and they're earning interest by holding customer refunds”

Helpful Report

Posted 4 years ago

“As other reviews, only received 6 of the 8 dining chairs I ordered and had confirmed were available. No explanation, no refund, no replacement. I've spoken to them 4 times and sent 3 emails and heard nothing back. DO NOT BUY ONLINE FROM DUNELM!!!!!”

Helpful Report

Posted 4 years ago

“Terrible quality. Quilt cover snagged, pillowcases not stitched up square, even the Dorma pillowcases were poorly stitched. Why is there no quality control?”

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Posted 4 years ago

“Do not buy online from Dunelm, the reviews are sadly all too true.”

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Posted 4 years ago

“Order did not arrive. Contacted Dunelm on 4 occasions, no one refund given as yet.”

Helpful Report

Posted 4 years ago

“Goods advertised in stock take weeks to dispatch. Notification of sent before they are sent. If not delivered expect weeks of frustration. Look at real reviews (they wont allow you to put negative on their own site) and you will see this company is an online disaster!”

Helpful Report

Posted 4 years ago

“Bought a Venetian blind, click and collect, very efficient. Went downhill rapidly, header rail was dented when unpacked but decided to go ahead as wanted to get window covered. Unfortunately failed, blind has very flimsy fittings and the clip won't catch the header rail. Have put many similar blinds up but these have beaten me so far....”

Helpful Report

Posted 4 years ago

“Terrible after sales, returned an item, waited a month for refund which I didn't receive. Rang local branch several times no answer,went to click and collect to be given customer service number waited again ages for no one to answer. Tried various other methods but no satisfaction. I have never experienced such poor after sales care.”

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Posted 4 years ago

“Ordered a rug from dunelm - next available delivery date was 12 days. The delivery slot I was given was 8-8.. the company never turned up. After calling I was told it could be delivered in the next 72 hrs!! Expecting that I wait in to receive. Finally arrived, very poor quality - so asked to return. I was told it would have to be collected. I was given a date, and once again, it would be between 8-8. Again, the company never turned up. I called on the day at 3pm to be absolutely assured by dunelm that it would be picked up. Absolutely wasted my time - never ever again will I order from dunelm.”

Helpful Report

Posted 4 years ago

“Ordered four wardrobes at end of December 2020 for delivery in January 2021. They confirmed both order and delivery date and l paid in full. I heard nothing until the evening before delivery when I was told they were no longer using supplier and had forgotten to tell me and l would get my money back. I contacted customer service and have repeatedly been sent back to the start of a 72 hour wait period, which on expiry is met with still to busy to respond. To date not had my money back. Why did it take 6 weeks for them to tell me. They have deliberately kept hold of my money for goods they knew they couldn't supply . Disgraceful business practice.”

Helpful Report

Posted 4 years ago

“I placed an order December 2020 for four wardrobes and paid in full and received confirmation of order together with a delivery date of 30 January 2021. Heard nothing until evening of 29th January when they said no longer using supplier so would give me my money back. Why did it take six weeks for them to know this? They held on to my not unsubstantial sum all this time! Still not had it back. When I complained about poor service l got a generic covid busy response saying they would reply after 72 hours. 72 hours went by and l got another response saying too busy to answer me and the problem should have righted itself. They then put me back on a 72 hour wait period and too date heard nothing. I will never use this store again. They are hiding dreadful service behind a covid excuse. They took my money quick enough. Would warn other customers about paying for large/expensive items.”

Helpful Report

Posted 4 years ago

“6 days before my order was to be delivered half of my order was cancelled due to out of stock though when I ordered first it was in stock. Then other half I was told would be delayed due to high demand. I will never order again from Dunelm”

Helpful Report

Posted 4 years ago

“Just had two corona wardrobe both side panels bowed I have attached lie them on the floor with a heavy load on the top to get the bow out just because not stack as they should standing them up does this problem these items should be checked bad business I have try to get this right daughter needs them can't wait for replacement I have always shopped at dunelm not happy made the job more work”

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Posted 4 years ago

“My order was due to be delivered 5 days ago . After numerous messages and calls made by me ,and conflicting answers ,nobody seems to know where it is . I've had no communication whatsoever unless I've phoned them (after a very lengthy wait )I want a refund and will never ever order from them again.”

Helpful Report

Posted 4 years ago

Dunelm is rated 2.3 based on 1,131 reviews