Dunelm Reviews

Name: Dunelm
Rating: 2.25

2.3 Rating 1,112 Reviews

30 %

of reviewers recommend Dunelm

Company Reviews

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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

“We ordered a sofa bed was told delivery would be 5 days had serveral texts and email confirming delivery on day of delivery had a call from arrow xl delivery saying that had not received the bed from Dunelm and would not be out for delivery despite Receiving another text saying it would be delivery , arrow xl said it’s don’t send texts out as done automatically , contacted Dunelm who blamed arrow xl said they had sent it out to the warehouse , finally we were told he takes 4 days to clear in the warehouse and some point next week would be out for delivery but Dunelm couldn’t say when , their delivery system and time on line are a joke , will not be returning to them and feel they should update their website buyers beware”

Helpful Report

Posted 7 years ago

“I have ordered a bed through online Dunelm and they text me the delivery will be 3 months later. It should be within 3-5 working days when I ordered and got a confirmation email. I tried to call and contact them by website but it's very difficult and what they show the telephone contact number (3005056562) on the website is NOT available. I want to cancel my order before dispatch as too long to wait.”

Helpful Report

Posted 7 years ago

“Terrible customer service.”

Helpful Report

Posted 7 years ago

“HI THE WORST SERVICE EVER!!!! 0rdered wall unit 28.12.17....meant to arrive on 11.1 18'damaged in transit.i had to contact them for refund.....still waiting 23.2.18..spoke to different advisors each day at customer services.got told different things,,,had to contact bank for details of the transaction...dont trust you..in the meantime ordered another wall unit took £289.00 out my account..meant to arrive 23.02.18 guess what damaged in transit.....going to cancel order had enough!!!! still ongoing about the last refund....its only been 2 weeks ..worst online shopping service ever!!!!!!!!!!”

Helpful Report

Posted 7 years ago

“We placed an order for £177 and waiting in for 2 days for delivery,it was due to be delivered by Hermes and it didn't arrive.we rang Dunelm to find out where the parcel was we were told it had been returned to them.The girl on the phone was clearly doing two things at once she was very unhelpful and not bothered.If you has a company are happy to lose that money which your customer service wasn't happy to try and resolve for us , we will take our buissness elsewhere ,”

Helpful Report

Posted 7 years ago

“I don’t even give denelm one star the way they have treated me! Ordered sidmouth furniture 9 days ago had message saying they was delivering both items on Thursday 18th January 2018! We spent all week painting our living room and even put new wood floor down ready for this furniture, and even got rid of our old furniture, then had a message on the day of delivery that they only got sideboard but no tv stand so I cancelled the order! And they said they was sorry for our inconvenience and offered us an extra 10 % of and give us a case number! So today which is Friday 19th I rung denelm with a new order for furniture after being on phone for half a hour told them which furniture I wanted lady on phone said I have to transfer you because my computer would let me order this furniture! Then someone else came on phone and said I’m so sorry but all the furniture had to go back to the supplier! What a load of rubbish I’m so upset about this and I will be taking it further! Buyers beware of this shop!”

Helpful Report

Posted 7 years ago

“Abysmal/rubbish/pathetic to name absolutely no customer etiquette,would not touch Dunelm again.”

Helpful Report

Posted 7 years ago

“There is nothing customer focused about Dunelm Poor delivery and complaints are dealt with a 'sorry - oh dear, tough luck attitude. Shan't recommend, will advise others to avoid”

Helpful Report

Posted 7 years ago

“I ordered a bedframe and mattress for next day delivery. The mattress I ordered was a certain model from silentnight which was awarded the "best buy" from Which magazine. Upon receiving the mattress I noticed that the mattress was a silentnight mattress, however the specific model name was only printed on a sticker on the plastic packing. I contacted the manufacturer of the mattress as I had my suspicion that this might not be the correct mattress which they could confirmed. Bedroomworld sent me the basic silentnight model which is 100 pounds cheaper. After calling customer service they were not willing to send the correct mattress with the same next day delivery option but instead said they have to collect the other mattress first. And only if this mattress is unopened and returned to them they can send out a new mattress. After receiving the correct mattress, and trying to assemble the bedframe I noticed that the nuts don't fit the bolts. Customer service said they will send out new nuts and bolts within ten working days. After not receiving the bolts I contacted them again only to be advised that the replacement parts were never ordered. I had to take three days of work for the deliveries and pickup, multiple hours on the phone to customer service sorting out this mess and a month later my daughter has no bed to sleep in other than the mattress on the floor. And most likely I will have them pickup the bedframe in the next days and purchase a bed elsewhere. If you are planning on wasting your time and money buy with them, otherwise stay well clear.”

Helpful Report

Posted 7 years ago

“Appalling. If I could give no stars I would. They happily take your money and then when you want to return the item they make it virtually impossible. I ordered a rug online but the colour was not suitable so I wanted to return it. I spent 2 hours in my local store as it states on-line returns can be made in store. They finally said that because it was an on-line exclusive rug (which many of them are) they cannot accept the return in store. They packed it back up again and I had to take it home. I then contacted customer services by email to return it. They state they will reply in 72 hours! The rug was supposed to be collected yesterday, I had to make arrangement for someone to be at my home all day. No one called to collect the rug. If you ring the 0345 telephone number you are in a queue for half an hour, listening to tiny music and a recorded voice telling you that your call is important to them, and then they cut you off. When I finally got through yesterday afternoon they confirmed it was due to be collected that day. I have now had to send another email to customer services to find out why they did’t come and when they can try to collect it again. I will yet again have to ask someone to stay at my house for the day whenever they say they call. They have my money, so they’re really not bothered about assisting me. It seems that they make it as difficult as possible to return on-line goods. I will never use their on-line service again. Appalling customer service.”

Helpful Report

Posted 7 years ago

“Placed an order for a footstool over a week ago should've been delivered yesterday but instead we got somebody else's order which was a massive carpet which is now in my garage awaiting collection.I have constantly phoned and emailed getting no replies back don't even know where my order is cannot speak to them to cancel the order or get a refund horrendous customer service and complaints department not happy at all and will never use dunelm again which is a shame because I like there products but don't expect to be treated like this when I spend a lot of money with them.”

Helpful Report

Posted 7 years ago

“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

Dunelm is rated 2.3 based on 1,112 reviews