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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Ordered 2 large furniture items from the same range on a Monday. Received a text from DX to say they would delivery that Friday, great! Got home on the Wednesday to find a card through door from DHL saying items left in "safe Place by Front Door" (its just a covered porch with no doors, open to the elements and ) - no sign of any items!! Spent over an hour trying to contact both DHL and Dunelm to find out what happened. DX delivery of the other item received Friday. Dunelm arranged to re-send the other item but no communication received of when to be delivered and came home the following Wednesday to find the boxes left behind the green bin at side of house - 2 metre long boxes for a sideboard in plain view and out in the rain - to top it all the boxes were damaged right through to the furniture!! but we had a another card through the door from DHL - "Safe Place - BEHIND BIN" !! Decided we'd had enough and not prepared to start opening damaged boxes to put together damaged furniture so would return. Contacted Dunelm on their Contact Us Short Form that Wednesday. No response. Contacted them again same way on following Sunday. No Response. Rang and held the 0345 number for 20 minutes the Wednesday to be told that "they were soo buy on their phone calls that everyone had been taken off emails" ??!!!!!! Arranged for TWO collections the next day i.e Thursday - only DHL turned up to collect having taken a third day off. Rand Dunelm Friday and had to rearrange ANOTHER collection and ANOTHER day off for next Tuesday....... Appalling service from start to end. This was only added to by a return of an on-line soft furnishings to store that I had to chase up over 2 weeks to actually get my money back. DUNELM - either sort your on-line (the website is slow and inaccurate - I've reserved on line- to be told in store its not available) and work with couriers who communicate with customers or READERS just stick with shopping in-store. Thanks”

Helpful Report

Posted 5 years ago

“Wrong amount of items delivered ,customer services 20 mins to answer , what a joke ,”

Helpful Report

Posted 5 years ago

“Extremely bad experience and customer service. I ordered some vertical blinds online. I was told to wait for 7 days for delivery. Once the delivery was not made, I called them and they asked me to wait more, I called again and got the same response. When I called 3rd time on day 12, they told me that the order was not progressed on day 1 and they need to redo the order for me. Upon asking that why I was not informed earlier or on my first telephone call, there was no satisfactory response received. I request to talk to a manager to escalate the issue and the manager refused to come to the call. I would not recommended Dunelm to anyone specially using their online service.”

Helpful Report

Posted 5 years ago

“I would not have expected the dreadful customer service from a shop of this size that we encountered this morning.I bought a Marvel Mat to put in front of our patio doors, as they appeared to have good reviews online and were advertised as being machine washable, but within 6 weeks the black rubber type backing had started to disintegrate to such a degree that it was obvious that it would have been totally useless very soon, and completely impossible to machine wash. My husband and I took it back to the shop where I purchased it, with the receipt, and pointed out that it was clearly faulty and not fit for purpose, since it was only six weeks old and had had very little use, but were told that, as it was more than 28 days since I bought it and it had been used, there was nothing they could do. We kept pointing out that we were returning it because it was faulty and not because we'd changed our minds,so the 28 day return policy wasn't applicable, but the manager ignored us ,and kept saying " but it's been used". After quite a long time trying to explain why we were asking for a refund, she eventually agreed reluctantly to refund our money, saying that it was against their policy, but on this one occasion she would do it. We were made to feel as if we were being unreasonable, and we found it embarrassing to be treated like this in a busy shop. I rang the Head Office, who confirmed that it was definitely not Dunelm policy to refuse to refund faulty goods as in this case, and that we were treated in a wholly unacceptable way for which they apologized. Unfortunately, I will not be using this store again”

Helpful Report

Posted 5 years ago

“Terrible and disgusting customer service did not expected from dunelm Had ordered curtain poles for 13 windows & doors exclusively From made to measure range and paid full premium amount (no discounts no part payment options)after 3 weeks when we had a fitter came on Saturday morning to fit the poles (we had ordered all chrome poles and finials)all the finials were bronze colours and one of the doors pole was small not the correct size The fitter said he will come back with the right pole in few days and he called in store they said they have to order our finials LIKE SERIOUSLY whats the point of ordering made to measure then!!!!!!!! Horrible, pathetic and disgusting Service.. On the top of this its been 2 days we had no communication from DUNELM no apologies nothing Never ever order any valuables from dunelm. Not recommending them at all to anyone be careful peoples !”

Helpful Report

Posted 5 years ago

“Fab rupert sofas...such quick delivery.....beautiful comfy sofas..the green is just perfect....my livingroom is beautiful now.....thank you dunelm.”

Helpful Report

Posted 5 years ago

“I ordered an item in store and the contactless payment device would not connect to the tablet, the store worker was advised to cancel it on the tablet and the order was tried again. The same happened and she called customer services and the manager and was informed the payment would not be taken as no order was generated. I got home and checked my online bank as it didn’t feel right. Both transactions totalling £85 has been taken. I have contacted customer services and tweeted daily about this but a week later am still waiting for IT to sort it out and to get my money back. Not only does it take you over 15 minutes to get through to them they are the least helpful team and on more than one occasion I felt like they were fibbing me off when they had fraudulently obtained money from my bank account without me owning them it!!!”

Helpful Report

Posted 5 years ago

“I ordered a duvet set and matching curtains on-line which was advertised as pink but which turned out to be a sludgy beige. The website stated free returns via a pick-up point. There are no pick-up points according to assistants in store so I had to travel to store by taxi, which cost me a fortune. To leave a review on the website, any ad-blocker must be disabled. I would never order from Dunelm again and would not recommend to my worst enemy.”

Helpful Report

Posted 5 years ago

“I had reserved an item and came to pick up at the store and it was completely damaged and not even in a box. I was then given the option to order a new item to be delivered to my home so I accepted. I paid for the item and was told that the order was not processed and that I should try again. Even though I clearly showed that I’ve been charged for the item on my online banking I was told that the item did not go through and I will get the money back. I then tried again and the order didn’t go through again. I was then told to wait for about an hour whilst they contacted IT. 3 weeks later I have still not got my money back and have been charged for 2 items (£150) without the orders being placed. I have spent endless hours on hold waiting for someone at customer service to talk to me. And when they did they told me they’d email me the details of the credit, I then waited over a week and had no email and had to contact customer service again. Then was told I have to wait over 7 days to get my money back. Safe to say I will not be using this store ever again.”

Helpful Report

Posted 5 years ago

“Terrible customer service Ordered online and a problem with the website resulted in my order going through twice. Cancelled the duplicate order but this cancellation was not picked up until after dispatch ( which is very poor ) they just don’t answer their emails ! Both orders arrived and 2 lots of money taken from my account including 2 lots of postage ! First parcel arrived late after waiting in all morning and second one a whole day late, then had all the hassle of arranging for duplicate parcel to be collected and waiting in again. More trouble than it was worth, I will never order online from a Dunelm again.”

Helpful Report

Posted 5 years ago

Helpful Report

Posted 5 years ago

“I went into the local Dunelm shop. I purchased a single white brushed cotton sheet for £8. This was properly packaged. The cashier told me bedding linen could not be returned if it had been taken out of the packaging. The sheet did not look brand new when I took it out of the packaging. I washed the sheet. The washer smelled of a solvent. I washed the washing machine after washing the sheet. When drying the insidious solvent smell was taken up by the other fabrics nearby. I rewashed these. They gave off an insidious solvent smell. That is a lot of extra cleaning I can very well do without. I threw the Dunelm sheet away.”

Helpful Report

Posted 5 years ago

“I bought black out curtains 2 pair large size,it says to dry clean but I've been refused by 2 dry cleaners. As they say the backing melts.When I emailed customer service about my problem they advisid me another company and I'd have to sign a declaration that it's at my own risk. Very disappointing.”

Helpful Report

Posted 5 years ago

“Poor customer service , couldn't find anyone to help. When did was passed on to someone else. Experience in shop stressed. Will not and would not shop in store again. Maybe l am just one customer but l should still count?”

Helpful Report

Posted 5 years ago

“One star is generous Fitter didn't turn up Local store doesn't answer phone Customer services don't return calls”

Helpful Report

Posted 5 years ago

“Would not even give one star.placed my order the day of delivery receive a txt message your delivery will be out between 11.00-12.00 no card rhrough the just received an email from dhl your parcel was sighned by nora??? Nora did not place the order.so how is one suppose to know were their order is????”

Helpful Report

Posted 5 years ago

“On behalf of the Residents, I bought bed linen and curtains and pole to give the guest room of a prestigious retirement development, a ‘face lift’. We had only had a brief look at the new duvet cover and the divan trim when the Development Manager pointed out that the label said that the set should not be tumble dried. That was of no use as after every guest, all bed linen has to be washed. I returned to Dunelm two days later with the receipt and the unsuitable bedlinen. In spite of speaking to the store manager and later phoning customer services, they would not budge on their policy of not exchanging or refunding bed linen. This means that the two duvet covers are useless for their purpose and I personally will have to bear the cost of the duvet cover and divan trim. I can understand the company policy to a degree but then policy should be interpreted with discretion and on a case by case basis. Mine was a genuine oversight of the label and I cannot understand how bedlinen cannot be dried in a tumble dryer in this country. It could easily have been resold. I am appalled with the attitude of Dunelm and shall certainly not be returning. Not good for their Customer Relations and it is well known that customers talk and one incident like this is likely to cost them many customers. Extremely dissatisfied.”

Helpful Report

Posted 5 years ago

“Bed and mattress ordered. Delivery got Saturday. On Thursday a text to say it would be Tuesday. I can’t make Tuesday. Call and re arrange for Wednesday. On Friday I get a text to say it will be delivered Saturday. I call to confirm it is saturday and not Wednesday On Saturday the mattress only is delivered with no mention of bed frame. So I have to call again to see what’s going on. Customer services don’t seem to know what’s happening. They hope the bed will arrive on Wednesday. Not happy that I’m having to chase for confirmation for delivery dates, let alone it wasn’t one delivery.”

Helpful Report

Posted 5 years ago

“Easy to use website, good selection of items, good prices,quick delivery and crockery well packed with bubblewrap in box for delivery”

Helpful Report

Posted 5 years ago

“Disgusting service promised to have item delivered yesterday paid £5.95 FOR EXPRESS NEXT DAY DELIVERY WAITED IN FOR THE DAY BUT NO DELIVERY SPOKE TO LOUISE THIS MORNING SAID HOW SORRY SHE WAS AND HAS REFUNDED ME THE POSTAGE BUT BEEN IN T I DAY TRIED TRACKING MY ORDER BUT CANT GET ON TO THE WEB SITE VERY UPSET AS IT IS PRESENT FOR MY GRANDDAUGHTER WILL NOT MAKE ANY MORE ORDERS WITH DUNELM”

Helpful Report

Posted 5 years ago

Dunelm is rated 2.3 based on 1,112 reviews