Dunelm Reviews

Name: Dunelm
Rating: 2.26

2.3 Rating 1,128 Reviews

30 %

of reviewers recommend Dunelm

Company Reviews

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Metrics

2.3

Based on 1,128 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

“Bought a mattress from Dunelm and in under 2 years a spring broke and they refused to even discuss a replacement ir a partial refund. Went back and forth for weeks with emails but they've clearly been dealing with complaints for a long time as their blunt and belligerent refusal to help was well-practised. Gave up in the end and will buy from another company. Honestly, I cannot recommend this company and strongly advise all of you to shop elsewhere. It isn't worth the grief dealing with Dunelm.”

Helpful Report

Posted 5 days ago

“2x days of promises that you cowboys would deliver. 2x days of waiting around. Still no sign, no communication & no way of finding out where my order / £160 has gone to. I’ve written the money off now & just regret not staying with John Lewis.”

Helpful Report

Posted 1 week ago

“I ordered 2 things on line to be picked up in 2 hours I then got a message to say one of the items wasnt available so I ordered something similar again not in stock but when I went to the store today to pick up the other item there was plenty of the other item I wanted 🙃 also picking up my order was chaos you put in a code so they know you are there 15 minutes later I had to ask someone on the till to get my item no organisation this was the Chelmsford store by the way”

Helpful Report

Posted 2 weeks ago

“I bought some RECYCLED POLYESTER curtains for my south facing living room the other day and put them up. Each time I come down in the morning, there is a noxious smell of chemicals which is coming from these curtains. I looked up what they are made of and they are recycled polyester. When I did research on the internet about polyester curtains, I found out they give off things like formaldehyde, benzene, etc. The fact that the curtains are hanging on a window that gets extremely hot during the day when it is very sunny only makes the problem worse. I spent £100 for them and have only had them 5 days now and still the smell that they give off is horrible. I'd like to take them back but it's impossible to get in touch with Dunelm either by internet or phone. I phoned them about 10 times and they are always busy. I feel like crying because they weren't cheap and now they are a threat to health. I'd like someone from Dunelm to get in touch. I will never buy polyester curtains again and would like my money back. PS: Dunelm wrote to me back and told me to take the curtains in to the store to fight my case completely discounting that the curtains could actually give off toxic chemicals and then he told me to "have a great rest of day." Is this the kind of professional response people want to hear from a national company. The customer advisor completely misses the point that heat will cause the recycled polyester curtains to give off a noxious smell. No admitting that it could be true and it would be investigated - just saying "have a great rest of day". This company doesn't even deserve 1 star.”

Helpful Report

Posted 3 weeks ago

“I may have left my bank card in the store when I paid for items earlier today. It is obviously urgent and I have attempted to call the store on numerous occasions over the last one and a half hours . On each attempt the phone rings for some time and then a voice comes in and say that they are busy and to call back later. I have contacted all other stores that I have visited and all answered within a reasonable time, Dunhelm are the last and without doubt, the worst.”

Helpful Report

Posted 1 month ago

“The deliver drivers from Barnsley store left extensive damage to my property took pictures apologised and told me to call customer service for reimbursement- customer service refused liability - all directors and CEO have not responded - instigating legal action”

Helpful Report

Posted 2 months ago

“Ordered online, paid for delivery of 4 items but 2 went to the store of their choice to be collected. It would be good to know in advance. the website information is misleading the buyer”

Helpful Report

Posted 3 months ago

“The issue that I have experienced was: I paid for next day delivery which did not arrive and there was no knowledge or information from either Dunhelm or DHL why! I contacted shockingly poor customer service who refunded my next day delivery cost but would not refund the cost of my order until they received it back from DHL. I was therefore left in a position of not having the money or the order while DHL have one aspect and Dunhelm have the other. Why on earth should I wait on a refund for an order I am not returning (which I accept would be the case if I was returning it myself) but which I have not received. I have been a long time customer of Dunhelm from quite a young age. I will not under any circumstances ever shop with them again either online or in store. Eve”

Helpful Report

Posted 4 months ago

“Damaged bed base received a placement 5 days later only to find the replacement damaged, then told they would replace the replacement in another 6 days meanwhile having to sleep on a mattress on the floor, not ideal for someone who is disabled, and then told they can collect in 3 days but can't get a refund for 7 to 10 days I will not be buying from dunhelm again, terrible service beware”

Helpful Report

Posted 4 months ago

“On trying to use my gift card online I am being told, 'Sorry we couldn’t process your transaction. Please try again'. So I did, again, and again, and still the above appeared. So I phoned the store, again and again. Guess what...no reply due to the phones being busy, with other unsatisfied customers trying to get through no doubt. It appears that the item I want from Dunelm is only available online, so despite having a gift card I have to pay via my debit card If I want to have this item. Can I then go to the store and have the money for the item deducted from my gift card and put back on my debit card? I doubt it! Dunelm get your act together. WHAT A SHAMBLES!!”

Helpful Report

Posted 4 months ago

“Very poor customer service. Purchased 2 hall mirrors checked them in box seemed fine but after putting the mirror on the wall within 5 minutes the mirror glass fell off the frame smashing all over the floor, could have been so dangerous had there been a child near by. Contacted Dunelm for an exchange they refused as it was over 28 days will never shop there ever again. Conveniently for them they won’t allow me to upload a photo of the mirror frame.”

Helpful Report

Posted 4 months ago

“Ordered two quilt covers ,unicorn design, I like to wash before use one was fine other one I had to hand stitch seams in several places.No pictures were taken bacause I had to mend and put on bed before granddaughter returned home.”

Helpful Report

Posted 4 months ago

“Ordered online for delivery and the items were not delivered when expected. I heard no updates and when I followed up they said that they were unable to reorder items as they were out of stock and they could no reorder the same items in a different colour. Very frustrating service. Would not purchase again from Dunelm.”

Helpful Report

Posted 5 months ago

“Terrible company. Collude with their landlords to give their own customers parking fines. And will not take on the issue in customers services. Will never shop there again.”

Helpful Report

Posted 5 months ago

“Ordered with next day delivery. It's 5 days later and still not arrived. Upon contacting them, they REFUSED to send out new items or anything. They need to 'investigate' the matter with DHL and they need an additional SEVENTY TWO HOURS before they can help or do anything. They do NOT care about customers and I'd advise to not order online from them!”

Helpful Report

Posted 5 months ago

“Nothing wrong with Dunelm products, never had to return anything , very happy with many items I have purchased . It is the awful telephone system , at least in the Warrington store . I have been trying to return a call to place a made to measure curtain order for the oast 2 days . No fault of the very helpful lady in the curtain department , she left a message to call her back . I have 6 times! The same answerphone message, after many rings , sorry no-one to take your call , phone again . Really poor, and not good enough Dunelm , really want to purchase the products but may have to look elsewhere .”

Helpful Report

Posted 5 months ago

“ordered click and collect and never got email or text. live chat said just go it will be fine. website says do not set off without confirmation so asked, i was told no so now awaiting 5 days for my refund. well done on customer service”

Helpful Report

Posted 7 months ago

“Purchased bed in January sales for very good price. Fully paid for with delivery date confirmed, then two weeks later Dunelm call to inform me bed is no longer in stock and they will issue refund. No offer of another product or compensation for the considerable inconvenience. Terrible customer service. Will never use again”

Helpful Report

Posted 7 months ago

“Still waiting for chair ordered online some weeks ago. Should have arrived 9th January. After waiting over 45 mins on phone to speak to someone I gave up, that’s after their phones not working the day before. Online chat was a complete waste of time. Just want to know where my order is but cannot find anyone to speak to.”

Helpful Report

Posted 8 months ago

“Please see attached email sent to CEO of Dunelm, I have had no response Please take this email seriously. My wife purchased a number of items at your Kettering Branch early December 2024, one item was Elements Matte Duo Soap Dispenser and Storage Unfortunately after using this item for a very short period the coloured lacquer started to flake and come off, so she decided to return it for a refund but could not find the original receipt but could prove the transaction via her bank account as she had paid using her debit card. On Saturday 11th of January 2025 she took the item back to the Kettering store only to be told that as it was outside the 28 days and that a refund was not possible, despite the proof of payment on her bank account of £160, according to the assistant this was not acceptable. After some discussion and going to see her manager twice she was offered a £3.50 reduction on another purchase. My wife refused this saying that the item had cost £12 and was faulty, this was not good enough for your team at Kettering who said that now the item was in the Sale at £3.50 this was all they would allow. After more haggling they finally agreed on a reduction of£6.00. This product and the handling of the attempted return was truly disgraceful and unsatisfactory, as you are aware, The law says "satisfactory" is what a reasonable person would be happy with. Would you say that my wife was being unreasonable? We do not live close to your store in Kettering it's a 25 miles round trip, so to have to return an item costs us time and money. I believe it is a duty for you and your company to make sure your staff are fully aware of the two acts that protect the consumer, The Consumer Rights act 2015 and The Sale of Goods Act 1979 It is somewhat obvious that this is not the case. Please look into this as soon as possible and contact me with an explanation and a reasonable offer of compensation for this breach of the law. Failing this I will take this matter further and will ensure that all social media channels are well informed of your company methods. Yours”

Helpful Report

Posted 8 months ago

Dunelm is rated 2.3 based on 1,128 reviews