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

“Very poor customer service! Placed an order over 3 weeks ago and although I keep phoning and being promised a delivery date, the item still has not materialised. No apology given and the blame has been passed on to the courier service! One very disgruntled customer!”

Helpful Report

Posted 7 years ago

“Reserved an item online but the store did no actually have the item in stock despite the website's stock checker confirming stock availability.”

Helpful Report

Posted 7 years ago

“DO NOT ORDER THEIR FURNITURE FROM DUNELM EXTRA! I ordered 2 bedside tables and both came damaged ! ive waited 10 days for my replacement parts and they sent one random part which isnt from my bedside tables ! i ordered as well chest of drawers and it came damaged , they were trying to replace the item by sending another 2 chest of drawers one after another damaged as well ! it was a BOSTON range ! i would never buy again anything of dunelm extra website . quality below average and communication is awful! Stay away!”

Helpful Report

Posted 7 years ago

“Bought a mission storage bed for my daughter, and built it, but found that two of the six largest screws that hold the bed together were not there. Spent weeks phoning up trying to get theses two screws but eventually the third call handler told me it wasn’t possible! Not impressed! I did not want to take the bed apart and send it back just for two screws! I received £10 delivery fee back. All in all the bed is nice but dissatisfied that I can’t get the two screws!”

Helpful Report

Posted 7 years ago

“I wish I had read reviews before ordering online, I have never experienced such appalling customer service, Dunelm are great in store but do not order from them online: I ordered a sofa and paid for a selected day delivery (an extra £20) This was canceled by automated text on the morning of the delivery so I wasted a day off work, great. I didn't receive a call to explain, apologize or rebook, after waiting 2 days I resorted to calling them, after being on hold for over 20 minutes I was told they thought my sofa had been delivered and were unaware of any issue (despite the text message). Without apologizing they said they would speak to their couriers and call me back......... 4 days later no call back. They do not respond to any emails and are useless when you finally get through to them via phone call. Do yourself a favor and avoid at all cost. Looking at other reviews now, I am not the only one with such issues.”

Helpful Report

Posted 7 years ago

“I ordered 2 x so called hypoallergenic goose down duvets online. When they arrived I opened one and out flew feathers and down and it was very smelly. I put it on the banister thinking to air it, but soon my eyes were streaming and I was coughing so I put it in our spare room and shut the door. Luckily I have a heavy duty air cleaning machine and although I was ill for 3 days it did clean the air eventually. I complained the day after they arrived saying I was going to have my husband put the duvet in a bin liner, seal it and we would pack it in the enormous box they arrived in so that their courier could collect them. That was 2 weeks ago and I've heard nothing since even though I sent another very unhappy email this week. It's difficult to believe that this company is so careless with it's reputation.”

Helpful Report

Posted 7 years ago

“Over 3 weeks ago I seriously injured my finger on venitian coffee table sent emails but kept getting we will reply in 72 hours sent pictures of injury which they asked for made phone call and told they will be in touch within 72 hours but over week ago still no call too me . Think they are disgusting and I'm not letting this drop”

Helpful Report

Posted 7 years ago

“Ridiculous, not just bad... ridiculous. Ordered a bed in December, first delivery in January (wrong product), then second attempt 2-3 weeks later (this time they delivered incomplete product), then finally managed to deliver the correct and complete product another 2-3 weeks later and actually even managed to pick up the incorrect bed originally delivered. We complained a number of times during this time and were told there would be a goodwill gesture after we eventually receive the correct and complete product. Obviously, when we finally did receive the correct and complete product, nobody contacted us, so we chased Dunelm and were offered £100 cash or £115 vouchers. Picked vouchers but never received anything, so we sent another email, asking for confirmation it has actually been sent - no response. After a week sent another email - no response. After another week another email - no response. Tried calling the customer services number but it keeps cutting off before you can even click your way through the menu to an actual person. Sent another email today, again with zero response. This is unacceptable on so many levels. Ridiculous and absolutely horrendous experience, no communication from Dunelm unless you chase them 5 times which is when they send you one email and start ignoring you again. It would be great if someone contacted us to take our bank details as we really don't want the vouchers anymore - we will not be using Dunelm again... ever.”

Helpful Report

Posted 7 years ago

“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

Dunelm is rated 2.3 based on 1,131 reviews