Dunelm Reviews

Name: Dunelm
Rating: 2.25

2.3 Rating 1,112 Reviews

30 %

of reviewers recommend Dunelm

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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

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

“I would like to have had the option of minus 5 stars for my experience of Dunelm but this was not an option!! I recently purchased a rug and paid in full up front . Wrong colour rug delivered so gesture of £59 reduction on replacement was made by Dunelm. I returned the rug to the store (which was not an easy task for me and my husband as we are elderly and it involved a 20 miles round trip). But, instead of making the £59 goodwill refund, I was asked to pay another £100 for the replacement rug at the reduced price which I did in good faith. I was assured Dunelm would credit my account with £159 in between 5 and 7 days. I have phoned their customer services on 3 occasions which involved at least 30 minutes "hanging on" each time. Each time I was fobbed off and informed that my refund would be processed immediately or that it had been processed. Dunelm have now withheld my refund for a month with no indication of if or when I will get my money. I am so disgusted and stressed by their unlawful retention of my money. I might have to take legal action to retrieve my money, an action I can ill afford. "Avoid" and "Plague" are the words that come to mind re Dunelm.”

Helpful Report

Posted 4 years ago

“No longer offer exchange or refund on bedding !! So if you get home and it's the wrong colour it's tough... the till person quite happily tried to stick a security sticker over already opened bedding, it's only when I asked what it was for did the person on the till say it's so you can't reopen it and bring it back !!! The person on the next till explained to the customer before she paid that they couldn't return if they opened the packaging ... I was very disappointed that the the member of staff couldn't be bothered to tell me... I left the lot and i will buy elsewhere”

Helpful Report

Posted 4 years ago

“Was disappointed when returning a valance that I had taken out of packaging to check it only to be told they couldn t refund because it was opened. I ordered this online but went to shop 12 miles away. It was poor quality. I also felt the staff could have done with a lesson on courteousness. They really need to review this policy though I don t think they care. A few people have had similar experiences. BE AWARE OF THIS BEFORE BUYING BEDDING.Never going back, a shame.”

Helpful Report

Posted 4 years ago

“Went on line to order items for delivery. Having taken time to put order together went to basket to find a number of products were only click and collect so they were removed. That left 5 items on list, order was placed and payment was taken plus £3.95 p&p. Email then received to say 4 items were unavailable and refund made and the 1 item costing £2.50 had been dispatched. P&p still charged at £3.95, no option was sent to cancel the order which arrived a day late. Not impressed especially as Dunelm charge £6 + normal phone charge to make a complaint. Will not be using the service again.”

Helpful Report

Posted 4 years ago

“Very rude customer service at sittingbourne store at the curtain section. Staffs were poorly trained and treating customers like beggers. Shouting at customers when they need help. Customers just waiting to be served, staffs were just walking ignoring them.”

Helpful Report

Posted 4 years ago

“The treatment of the lovely staff at slough store by their management team is appalling.. They have to stand outside in low temperatures for three hours straight. They are not given encouragement or praise. The store manager is disrespectful and unprofessional in all dealings with staff and customers.”

Helpful Report

Posted 4 years ago

“Bought a beautiful duvet cover. Unfortunately the fabric is silky on both sides. It slips and slides all night . I end up cold because the duvet moves so much. Very disappointed 😞”

Helpful Report

Posted 4 years ago

“I’m still trying to find out about an overdue order, your chat service is a joke as twice they disconnected the chat, especially someone called Gina M!”

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Posted 4 years ago

“After being messed around by Dunelms customer services I have asked for a cancellation of my overdue order of a mattress (should have been delivered 11 days ago.) moral of the story... Always check the review sites first. I would have never ordered from them if I had done so. Inefficient customer service”

Helpful Report

Posted 4 years ago

“Very bad customer service from Sophie H”

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Posted 4 years ago

“Please don't use. Wish I'd read recent reviews. I bought bedroom furniture online. Was told they'd be delivered yesterday 7am - 8pm. Got up at 6am and emptied all my old furniture of clothes stacked them on and around my bed. Disposed of the old, awaited the new. 'Tracking' system isn't a tracking system. Just tells you it's 'In progress' with no information. 8.30pm no delivery. Website basically says its too busy to deal with queries until your delivery has officially not turned up. By this point there's no one to talk to. We slept in my living room last night because that was easier than moving all our piles of stuff that's still waiting to be put away in new furniture that according to these other reviews could be indefinitely. Will never use again. Order somewhere else.”

Helpful Report

Posted 4 years ago

“Informed product would be delivered by certain date but nothing arrived, very hard to contact anyone, cut off during live chat and then tried by phone but delivery date could not be found. Advised we would get response within 72 hours and so we are sleeping on a mattress with no bed for the foreseeable and no way to make a complaint, form doesn’t work!”

Helpful Report

Posted 4 years ago

“Ignorant and poorly trained staff”

Helpful Report

Posted 4 years ago

“Waited in all day for mattress delivery that never showed. Customer service have told me they will investigate but this could take up to 72 hours. I'm over 60 years old and now sleeping on my sofa. Not happy about Dunelms customer care. They've got my money and don't seem to be in any hurry to sort this out”

Helpful Report

Posted 4 years ago

“Lost my first order, failed to contact me back, order then arrives late with incorrect items. Online chat very very unhelpful. Never have I received such poor service !!”

Helpful Report

Posted 4 years ago

“grey stripe vertical blinds these are the worst thing I've ever wasted my money on , ordered 8 blinds , 7 vertical grey stripe & 1 roller blind , 3 x 183cm blinds & 4 x 122cm blinds , 2 of the 183cm both arrived damaged & also both very poor quality blinds in general , the veins are from a material that buckles & kinks in the packaging so once fitted you have wonky veins that don't appear to be straightening as the material is like thin plastic instead of a material that wouldn't defect from being bent up in a box . The parcels that didn't arrive in a cardboard box was packaged in green polythene & absolutely no protection to the contents inside after contacting Dunelms they reluctantly sent out a replacement blind I could replace the damaged veins with but this arrived in a worse state than the previous blinds , I can only presume they decided to send me damaged stock as the box arrived battered & the veins had cuts into them through the front of the packaging , these really are awful quality & I do not recommend this product at all I'm surprised they even sell them to be honest they're that crap , theyre however super easy to install but the veins are no good & will not straighten out so they look terrible , if I can save anybody else from such a huge disappointment & waste of money then it will go some way towards the upset I feel from poorly packaged & definitely the wrong material for veins to be made out of products . steer clear people these are junk .”

Helpful Report

Posted 4 years ago

“I went with my Mum to the store where she purchased 2 sideboards costing £600 in total. I had a phone call the next day to say that they would be delivered on Saturday 24th October. They didn’t arrive and we weren’t advised we had to call and be told that they were coming on 10th November. On 9th November i called to check and was told yes they are coming tomorrow. I then received a text message reminding me that they were coming. Guess what? They didn’t turn up and again we weren’t advised. When I called 8 was told that the delivery had been cancelled. I was promised a call from a manager but didn’t ever get one. Shocking service.”

Helpful Report

Posted 4 years ago

“Purchased some bedding today and the lady who served me muttered something and I just smiled at her, later when I got home I started to open the purchases, soon as I took it upstairs I could see the colour was not going to match my decor, it looked different in the shop, I was shocked when I looked closer at the package and it said once opened no exchange or refunds due to hygiene issues. So I've basically just wasted my money, shame on you Dunelm........ Wish I'd of purchased elsewhere and I'd of had no problem returning it, for god sake you can return underwear and swimsuits with a receipt ....”

Helpful Report

Posted 4 years ago

“I bought a bottom sheet and duvet cover. Sheet was damaged. When I returned it, the girl was so rude and unhelpful, not wanting to refund their faulty goods. When spending that much money on a duvet cover you would expect it to come with pillow cases, sadly not, so I had to buy them separately. Not value for money, very thin material, advertised as 100% cotton but horrid feel, easily creased.. Would not recommend. You can’t return bedding but in my opinion it’s substandard and not as advertised. I feel I’ve been ripped off.”

Helpful Report

Posted 4 years ago

“I paid £135 for 5th Avenue curtains and the lining is all wrong causing curtains to not sit straight. Very disappointed to pay this kind of money for curtains”

Helpful Report

Posted 4 years ago

Dunelm is rated 2.3 based on 1,112 reviews