Dunelm Reviews

Name: Dunelm
Rating: 2.26

2.3 Rating 1,132 Reviews

30 %

of reviewers recommend Dunelm

Company Reviews

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Metrics

2.3

Based on 1,132 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
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

“Not happy ‘I ordered a gift card on line as a Xmas present well in time for it to be delivered. It’s now the 5th Jan and several emails later it still hasn’t arrived. Tracking was next to useless until 2 days ago but at least it’s now showing it’s at the local post office. I like some of Dunelm stuff but I would never order anything on line from them again.’ Update- 8/1/18. the card arrived 3 weeks late, just as I received an email from Dunelm asking for a review, So I gave the review as above. I then received an email from them saying my review had been moderated.. meaning it won’t be seen on the internet. Something smells here. I’m even less likely to use Dunelm now.”

Helpful Report

Posted 7 years ago

“Company unorganised and never delivered my order I ordered a pink teddy bear rug from dunelm, and it said it would take 3-5 days to get here. 6 days later it isn’t here, which really confused me as there was a “ dispatched” email that came through a couple days after I ordered it. So we called them today (7 days after, on Christmas Eve) and they basically admitted that they had messed the whole order up, left it in the warehouse and were just going to wait until they got a complaint from us to resend it. They said that I can get it delivered for free on express delivery now. Very disappointed as I’m now going to get it after Christmas, and I wanted to get it before. In total, if it even gets here when they say now, I would have waited 12 days for it even though I paid for the 3-5 day delivery. What happened to my order, and the way the delt with the order before I called them up is UNACCEPTABLE . There is no excuse apart from the company being unorganised and uncaring, they also never even sent it to the courier when they said they dispatched it to them. They said it was dispatched when it wasnt! I thought this company would have been better from the reviews. Will definatly NOT be shopping here again.”

Helpful Report

Posted 7 years ago

“I am still waiting for my wardrobe. I had one box delivered on the 11th December and I am still waiting for the other two boxes. It is a Xmas present for my daughter doesn't look like I'm going to get it now does it? Absolutely horrendous service.”

Helpful Report

Posted 7 years ago

“Order Ref: ROM/64070749/0 After visiting the store and choosing the blinds for my 3 windows, on 27th Sept 2017 Dunelm sent a trained expert (according to them) to take measurements of my 3 windows. 12th Oct 2017 placed the order with the store via email and 50% of the payment was taken by credit card, I was advised that it will take up to 4 weeks for the order to arrive. 6th Nov 2015 balance 50% payment was taken from my card and no communication. 13th Nov 2017 I emailed querying the payment has been taken and no one has arranged for an installation date. Finally the installation date was agreed for 24th Nov 2017, took the day off from work and the fitter turned up and said the measurements for the main windows was wrong and the blinds cannot be fitted. I said that the measurements were taken by a trained expert from Dunelm and the fitter said he does not use that person as he always takes the wrong measurement. Why did Dunelm send a incompetent trained expert to take the measurement ? The fitter then took another measurements to re order. He then fitted the rest of the two blinds and one of them were faulty. He said that he will inform the store to order a replacement and will fit it together with the other blind when it arrives. 28th Nov 2017 email from the store stating it will take 10 days to arrive. 11th Dec queried again and was told the fitter was in hospital and they cannot get anyone out to fit the blinds. Emailing past two days and still no reply. 2 months since placing the order and I have paid £500.46, agreed to all their conditions and install date, still waiting with Christmas approaching. Quite appalled by their service.”

Helpful Report

Posted 7 years ago

“Ordered 2 curtain and 11 blinds 6 months ago, over 2k worth of business. still waiting for the final one to be installed after the installer turned up today without it, absolute shocking customer service. they have been out 4 times and each time the appointment has been change the day before after waiting 4 weeks.(last excuse the computer changed the names around )really ! no one answers the phone and the central customer service team might as well not be there . we have not had one respond to any letters and complaints -. when I did get hold of them the CSR rep said sorry to hear that I will get the store to give you a call - guess what no call! avoid at all cost unless you are buying of the shelf and do it your self.”

Helpful Report

Posted 7 years ago

“Stores don't answer phone. Complaints department don't listen or respond to problems. Worst customer s services I have ever come across”

Helpful Report

Posted 7 years ago

“Where oh where is my dunelm online order I am getting boarder and boarder Waiting in each day Thinking no way no way Can this be a business where anyone should go to order”

Helpful Report

Posted 7 years ago

“I placed an order for a frame bed for over £600, I chased and chased. Customer service said they would investigate and phone me back within 3 days, guess what a week later and nearly 1 hours on hold I got through and told me the bed was discontinued and should not have been sold and I would get a refund in 5 to 7 days!!! No apology no compensation, they had my money for a month and now I wait another week for a refund!! Avoid Avoid Avoid this company do not use!!!!! ORDER WS1687349”

Helpful Report

Posted 7 years ago

“Awful delivery service, after buying my furniture online I had to constantly call up to find out when it was arriving and I had to wait nearly 3 weeks, I cancelled my order, never ordering from there again.”

Helpful Report

Posted 7 years ago

“Bought the dunelm 16 peice square black plate set for 35 pound after couple uses a plate chipped they were sctatched where knifes forks were used look old an like we need new ones after couple uses terrible quality not cheap”

Helpful Report

Posted 7 years ago

“We went in to the store at Morecambe Lancashire ,having sold our overseas home we needed some items to take to Devon to our new home .We spoke to a very nice female employee who also told us our nearest store in Devon as we are fans of Dunelm .Not any longer even though we spotted chairs lighting and copper pans we will never go into this store again .The till had one person serving ,she didn't have a code for one item of the customer in front of us she never spoke to us about waiting 9 minutes and when a chap opened another till he said it wasn't their fault without being asked ,quite odd service approach ? This simply made matters worse and a third person an older woman with short red tipped hairstyle opened a till when in fact she could have done it five minutes early when she realized something was wrong ,glared at my colleague as we were leaving ,he went back and asked her what her problem was and her retort was nothing were understaffed .I have never had such disgusting bad mannered service in a store before .I have worked as a senior film and television designer for thirty years and interact with retailers on a regular basis plus have worked and designed many advertising campaigns for leading stores so hope I am a decent reasonable human being .I will make sure my feelings are felt on many review spaces online as others must not suffer from Dunelm's staff .”

Helpful Report

Posted 7 years ago

“item took a long time I did email to complain but got no reply wouid not order from this company again”

Helpful Report

Posted 7 years ago

“Reserved an item online for collection in Croydon store. It was a random present for a friend. Was supposed to receive an email or text confirming my item is ready for collection. This has never happened and I have sent my friend over to check in the shop. A lady manager of the shop said that this item is out of stock ( which is not as I have checked online in their website ) and it is a very old item ( from the summer collections ) which is again not right as it is advertised as NEW on their website. Tried to contact the Croydon Store 3 time on Friday ( when the collection supposed to be ) as I haven't heard anything from them, but with no luck. No one picked up the phone. Same with Dunelm customer service phone on Saturday - tried 3 times , waited 25 min each time and no one picked up. Tried today , no one picked up after waiting of 15 min. This is my second bad experience with Dunelm and even that I love their stuff, this may put me away of ordering from them again due to the unprofessional and bad experience I had .”

Helpful Report

Posted 7 years ago

“I am still awaiting a parcel they said they had dispatched 10 days ago. I couldn’t get through to them on the phone due to a long waitinfg time. I asked them to update me on the whereabouts of the parcel by their online feedback form, but not even an acknowledgement received over 24h later.”

Helpful Report

Posted 8 years ago

“we ordered two glass butter dishes: they were dropped outside our house when we were out; both were broken and the packaging was disintegrating in the rain when we arrived home I returned them to dunelm Oc=xford: I was refunded the cost of the butter dishes but told that the cost of the postage would be refinded later in the week as the store may only refund the goods two weeks later - no refund and I'm stuck on a "your call is important to us - we will answer shortly" loop eventually I got through, and the complaints person was polite and arranged the refund - but beware (1) poor packaging (2) poor delivery arrrangements (3) poor instore resolution of complaints and refunds, and (4) poor access to telephone complaints you have been warned”

Helpful Report

Posted 8 years ago

“Mansfield store. Asked an assistant for help with a query about curtains as she was sat in the curtain section but her response was dismissive bordering on rude. Walked out didn't buy the curtains and will spend my hard earned money elsewhere!”

Helpful Report

Posted 8 years ago

“Failed to deliver my mattress within 2 working days, then lost the mattress in transit. Don't buy from here.”

Helpful Report

Posted 8 years ago

“Their online service stinks...Two phone calls both waiting 15 and 16 mins to get through!.After not hearing about a wardrobe delivery for nearly 2 weeks...3-5 days it said...I contacted them and they said they would tell their It dept to look at the problem. A week later I had heard nothing else so contacted them again...Oh didn't we tell you we are going to refund as it is not fed through....actually they said 'fed through' about 10 times! They said it was their problem not anything to do with me, but they had not withdrawn it from sale. After they said they would track another sale if I repeated it, as I really wanted this to match the other items, and they would give me a 20% goodwill gesture off it...I have today been told it will not go through and they will again refund me! What a bl00dy shambles.....20% of nothing is nothing and still no wardrobe. Letter going to their CEO John Browett. Mind you their Bournemouth manager was going to ring back about picture frames a week ago, so all the same! Keep clear!”

Helpful Report

Posted 8 years ago

“staff has to know customers are right”

Helpful Report

Posted 8 years ago

Dunelm is rated 2.3 based on 1,132 reviews