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Dunelm Reviews

2.3 Rating 1,032 Reviews

31 %

of reviewers recommend Dunelm

Company Reviews

2.3

Based on 1,032 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 3 star review on 13th December 2023

Dunelm 1 star review on 4th November 2023

Dunelm 1 star review on 4th November 2023

Dunelm 1 star review on 12th October 2023

Dunelm 1 star review on 6th May 2023

Dunelm 1 star review on 6th May 2023

Dunelm 1 star review on 10th April 2023

19

Anonymous

Anonymous // 01/01/2019

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

“Ordered a new mattress Sunday 25th November paid for it and delivery costs was told I would receive an e main within 10 mins of placing order with my receipt of purchase obviously that's just to get you out of the store no e mail no receipt of purchase and trying to get through to dunelm Paisley on the phone is practically impossible we were told delivery 3-5 days well today Sunday 2nd December still no email still no delivery date SHOCKING CUSTOMER SERVICE I am posting this on Facebook for everyone to share to warm customers of this company”

Posted 5 years ago

“Dunelm gangsters rude tell lies ordered York sofa paid £470 delivered same sofa same supplier £280 Wilco ordered my sofa Dunelm checked web error rang back straight away said was cancelled but 3 hours later item ready for despatch they like to hold your money long as possible they are going to deliver whatever even if it’s 350 miles don’t order with them get hassle”

Posted 5 years ago

“I placed an order with Dunelm (first and last) 14 Nov. I was checking my bank account 15 Nov and noticed I had been charged twice. I contacted Dunelm customer services was told they would pass details to I.T and it could take 72hrs if they were busy, when I challenged this I was asked if I was sure that the other payment was not just pending. When I asked to speak to a manager I was told I didn't need to and that he wouldn't come to the phone anyway. I have been told that I need to wait on an e-mail from the I.T department telling me when the payment will be refunded. The advisor said the problem was with the payment gateway and not them. I would urge customers to check their accounts after placing an order as the Dunelm advisor said a double payment would only have been flagged if using PayPal.”

Posted 5 years ago

“Everything you can think of went wrong..terrible service ..dont know arses from elbow...after ordering a bed...and several cock ups later...we are now sleeping on the bloody floor....strongly advise avoidence of this company...appalling service indeed.”

Posted 5 years ago

“ordered made to measure curtains from dunelm swansea, 3 months ago, the quality is very poor,paid up front for these curtains, told i was getting some sort compensation due to it being 3 months and not having any luck at moment swansea management keep saying there consultant rachel walker is off today and well get her to ring you onceshes back but i never get call back.i am devasted as i paid lot of money for this service and i feel ripped off,ordered my last through llanelli store and what amazing service i received,3 months and no phone call back from them or anything,i will not be going that store again,dunelm are very lucky they have wonderful staff in llanelli and thats where ill do all my shopping in future”

Posted 5 years ago

“Probably the worst dunelm store I ever visited in Swansea fforestfach not only in nick the manager of store, constantly calling me his mate,I’m a paying customer I’m not his mate, I went in to but curtain on fabric desk, not only was I standing ther 20 mins, Waiting to be servered,you assistant Rachel noticed me and still ignored me as if I sang there,I had to wait 20 mins to get served whilst she talked about her private life,and when she had finished, the attitude of this employee is appalling attitude is atrocious, and not very professional,I will never visit your store again, 1 star is a job if it allowed me to put a zero I would.”

Posted 5 years ago

“Dunelm and absolute disgrace ,ordered curtains 7pairs £450 in total on express delivery (which they also call next day delivery ) hadn’t turned up after five days that was the first time .second time the same except this time I cancelled them only to be told that they had reinstated the order two days later on someone else’s authority (I am the purchaser not the someone else ).third time gone into shop to be told by the manager he only had a few minutes and I should shop else where ,an assistant took over and tried to help . After speaking to there customer services was told they would ring back , I am still waiting . I spend thousands of pound a month in this shop through my business and would like to be treated fairly. Will be seeking legal advise on this if they don’t make contact with me in the next two days”

Posted 5 years ago

“Customer service is just awful from their customer support team. Our company placed an order online which we decided to cancel. I'd went through their online process and contacted their support team within 10 minutes and they said that I need to call back in an hour to cancel as our items hadn't been picked. The lady I spoke to (Maurie) had received my email asking for the order to be cancelled as she confirmed this with me. I asked her to put a note on the system to ensure the order gets cancelled. I was asked to call back in an hour and told I'd definitely not miss their ridiculous threshold to cancel my items. I rang an hour later and was told to call back again in another hour. When I called back for the third time they said my item had been dispatched and I could no longer cancel. That is ridiculous! I see no reason why an item cannot be cancelled especially if you have contacted the company within 10 minutes! She had told me she received my email, then she said emails only get looked into within 72 hours... what is the point I having an online cancellation policy in that case? My items were not for next day delivery and I do not believe they were dispatched within an hour of placing my order. Very disappointed.”

Posted 5 years ago

“You guys seriously need to take a look at your online store. It's confusing when purchasing and confusing when paying. It is very frustrating. Items in the basket get taken out... takes several attempts using PayPal to pay...”

Posted 5 years ago

“Let me tell you a timeline of events... Sunday 21st October: Order a bed to be delivered on Wednesday, so I can put it together ready for the weekend Wednesday 24th October: Said bed arrives, broken. I call Dunelm, they tell me they won’t re-deliver a replacement until after the weekend. Don’t let me get a word in edgeways, refuse to let me speak to a manager or give me anyone’s names. In the end they agree to get someone to call me back the next day to amend the situation (the guy I’m speaking to said his hands are tied as he’s off on his holidays tomorrow - GOOD FOR YOU PAL!) Thursday 25th October: No phone call.... Friday 26th October: I call them. They tell me the bed is coming on Saturday. EXCUSE ME? I’m now not in on Saturday and no one bothered to contact me and tell me this. What if they’d actually tried to deliver? After lots of arguing, I give in to letting them deliver on Monday, even though I NEEDED the bed for the weekend. Monday 29th October: Wait in all day. Replacement bed arrives. BROKEN. AGAIN. Call to Dunelm. Apparently they won’t send me another bed until NEXT WEEK. Argue argue argue argue, they agree to redelivery on Friday, and will text with a delivery slot on Thursday. Thursday 1st November: No text or call with update from Dunelm regarding delivery tomorrow. I call them at 7pm, they tell me my bed isn’t coming until Monday 5th. When were they planning on bothering to tell me? I was planning to take the day off work AGAIN tomorrow to wait in for the delivery. Person assures me this is so the replacement can go through a proper quality check to ensure no damage to the bed and the box won’t be damaged. Friday 2nd November morning: Delivery company contact me. Apparently they want to collect my broken bed. Excuse me, this is news to me as I’m at work, and my next bed isn’t coming til Monday?! Friday 2nd November evening: I get a text and email from the courier with a delivery date of TUESDAY 6th?!?!?!?!?!?! Phone call to Dunelm - I’m now waiting on a call back from them tomorrow (which will probably never happen). And I will probably never get my sodding bed. Very fitting this happened over the Halloween period because this is the worst shopping horror story I’ve ever experienced. Incompetent, useless staff who have been trained only to say ‘I understand how you feel’ but don’t let you get a word in edgeways or actually have any ounce of empathy at all or any drive or actual clue how to solve a problem they’ve created. Goodbye money, goodbye bed, goodbye a once very keen Dunelm customer. This company is nothing but a shambles and a SCAM!”

Posted 5 years ago

“If I could give no stars I would - Dunelm online made to measure blinds service is appalling! - they send through shoddy goods and when you request a remake they send the wrong colour! You are then asked to supply photos of the mistake they have made - even though they have on record that they have delivered the wrong colour you are basically accused of being a liar - whatever you do don’t speak to a Mark - he is the most obnoxious individual I have ever had the misfortune of speaking to - WILL NEVER ORDER FROM THEM AGAIN!”

Posted 5 years ago

Good Afternoon Pauline. Thank you so much for making me aware of your issue. I am very sorry to hear that you experienced issues with your made to measure order. I can certainly understand your frustration with this situation. Customer satisfaction is our primary concern and we spend a great amount of time working with our teams to ensure that we are providing the highest quality products and services which our customers expect and deserve. It is therefore particularly disappointing to hear that we have failed to meet your expectation on this occasion. We care immensely about our customers and always strive to resolve any issues. As per our discussion earlier today I will call you back this evening with a resolution. Kind regards Stuart.

Posted 5 years ago

“Charged me twice for one transaction ( Cheltenham branch) then said I had to go to store for a refund ( half an hour away) then said they would refund, but didn't. Contacted them again ( as they just didn't refund or contact me ) and said i would have to go into store or accept a gift card. I have had to say i will accept a gift card as I cannot get to the store. On the basis of what has not been done over the past 12 days, I do wonder if they will even honour this - They took my money unlawfully and are saying i have to drive across town to get it back - outrageous !”

Posted 5 years ago

Good Afternoon Rachael. Thank you for taking the time to leave your review with us. I do apologise for the service you received. Our main aim is to give each customer a perfect shopping experience I can completely understand that you feel extremely annoyed and the issues that you have experienced show a lack of understanding on our part. I have sent you a private message to assist you further. Kind regards Stuart.

Posted 5 years ago

“If I could give them a minus I would, they gave us a delivery date and time for a rug delivery, so we took the day off to move furniture etc, then we got notified on the day of delivery its not even left the manufacturer, so I spoke to Dunelm Customer Services, what a joke. They spouted process this, and process that, and we have to wait 72 hours for a reply. Then I asked to speak to a Manager, so the line goes quiet, the girl comes back on and say, Ive spoken to him and theres nothing we can do.... Do yourselves a favour and go to John Lewis, the customer service is so much better, Dunelm are no better than a back street market stall. SO DUNELM CONTACT US FOLLOWING MY REVIEW AND AFTER THE USUAL APOLOGIES MIRACULOUSLY FOUND MY RUG AND ARRANGE A DELIVERY FOR TODAY. THIS MORNING WE GET A CONFIRMATION EMAIL, ALL SOUNDS VERY PROMISING, RIGHT? PROBLEM IS ITS BEING DELIVERED TO AN ADDRESS SOME 224 MILES AWAY, I DID CHECK ON GOOGLE STREET VIEW, IT'S A VERY NICE LOOKING BUNGALOW IN WALES, SO THEY EVEN MANAGED TO DELIVER IT TO THE WRONG COUNTRY. UTTERLY USELESS JUST HAD A CALL FROM THE DRIVER DELIVERING OUR RUG TO A BUNGALOW IN WALES, NO ONE HAS TOLD HIM, ITS LIKE A CARRY ON FILM! IS IT POSSIBLE FOR DUNELM TO BALLS THIS UP ANYMORE? GUESS WHAT, I WAS WRONG, DUNELM CAN BALLS IT UP EVEN MORE, THE RUG WAS SUPPOSE TO BE DELIVERED TO SOUTHAMPTON INSTEAD ITS NOW IN YORKSHIRE! THE STORES MAY BE GREAT BUT THE ON LINE DELIVERY SERVICE IS NO BETTER THAN POSTMAN PAT AND HIS BLACK AND WHITE CAT, PATHETIC SERVICE UPDATE, THE RUG WAS SUPPOSED TO BE DELIVERED MONDAY AND WASNT, WE HAVE BEEN PROMISED DELIVERY TOMORROW, FRIDAY, THIS RUG HAS BEEN ALL OVER GREAT BRITAIN AND IS NOW BEST PART OF TWO WEEKS LATE, WITH BROKEN PROMISES AND LIES. I AM NOT HOLDING MY BREATH.”

Posted 5 years ago

“Awful. Second time I’ve had problems with a Dunelm order. First order was badly damaged and half was missing so delivery refused. Second time I’ve gone for home delivery, and it was cancelled that day. Redelivery today and it is going 224 miles away to another address. Would be easier to run a marathon than to get this sorted”

Posted 5 years ago

“If I could give them a minus I would, they gave us a delivery date and time for a rug delivery, so we took the day off to move furniture etc, then we got notified on the day of delivery its not even left the manufacturer, so I spoke to Dunelm Customer Services, what a joke. They spouted process this, and process that, and we have to wait 72 hours for a reply. Then I asked to speak to a Manager, so the line goes quiet, the girl comes back on and say, Ive spoken to him and theres nothing we can do.... Do yourselves a favour and go to John Lewis, the customer service is so much better, Dunelm are no better than a back street market stall. SO DUNELM CONTACT US FOLLOWING MY REVIEW AND AFTER THE USUAL APOLOGIES MIRACULOUSLY FOUND MY RUG AND ARRANGE A DELIVERY FOR TODAY. THIS MORNING WE GET A CONFIRMATION EMAIL, ALL SOUNDS VERY PROMISING, RIGHT? PROBLEM IS ITS BEING DELIVERED TO AN ADDRESS SOME 224 MILES AWAY, I DID CHECK ON GOOGLE STREET VIEW, IT'S A VERY NICE LOOKING BUNGALOW IN WALES, SO THEY EVEN MANAGED TO DELIVER IT TO THE WRONG COUNTRY. UTTERLY USELESS”

Posted 5 years ago

“Took almost a week off work waiting for bed..after them getting delivery lost...then second time sending wrong thing...ended up sleeping on the bloody floor!!! Such a poor service..never shop with them again!!!!”

Posted 5 years ago

“I ordered a clock on line due to my local stores not having any in stock. Never again!!! This has been going on for nearly two weeks now. Finally Clock was delivered and signed for but went to wrong address. Yet right adresss in order form. So still no clock. After a long few days of endless texts saying it was going to be delivered and then Re scheduled and making sure I was home, only to find yet again no clock. Finally my clock arrived damaged. Hence I’m now waiting for a replaced. Unbelievable courier service by Hermes. Dunelm and Hermes need to get their act together. Don’t have home delivery through Dunelm. You’d be better traveling a hundred miles than waiting in for your item. One unsatisfied customer”

Posted 5 years ago

“I’m livid, I ordered bedroom furniture 5 weeks ago, 1st delivery cancelled on the morning, as wardrobe was damaged at warehouse, which I only found out by chasing up myself as no one bothered to contact me. They would not deliver other items until I really kicked up (2weeks later). Wardrobe was rescheduled (a further week later), item arrived damaged, another week to have it picked up and a new one delivered, so waited in again, to receive a message that it’s not arriving that day. All I get told is ‘I’ll have to wait’! 5 weeks and no wardrobe still. I think they think I have nothing better to do than cancel work just to wait in case my furniture decides to turn up one day! Fuming!”

Posted 5 years ago

“Ordered a rug not as advertised arranged for collection Tues,courier did not turn up.Rarranged for today Friday,phoned to check it would be delivered,told it had been changed to Monday.No-one.rang or e-mailed me,another day wasted! ,Offered a £20 voucher”

Posted 5 years ago

“Terrible, not interested in customers once items have been bought. I emailed Dunelm regarding a damaged mug and as yet they have never contacted me. Even tried to call the Paisley store and you cannot get through to their store. I will never shop at this store again, very poor customer service and once they get your money they don't care.”

Posted 5 years ago

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Dunelm is rated 2.3 based on 1,032 reviews