Dunelm Reviews

Name: Dunelm
Rating: 2.24

2.2 Rating 1,176 Reviews

29 %

of reviewers recommend Dunelm

Company Reviews

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Metrics

2.2

Based on 1,176 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
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

“Appalling quality items and broken customer service trapped in an automated loop. The product quality is below substandard, but the customer service is somehow even worse. Dunelm’s online returns portal is completely broken, it keeps glitched on a dead order from October 2023, making it impossible to generate a return barcode for my recent purchase. When you contact customer support, advisors just send copy-pasted boilerplate templates without reading your message. After days of multiple attempts, two days ago I was finally told by an advisor named Julie that a return barcode would be sent "shortly," but nothing has arrived. They are actively blocking customers from returning poor-quality items through sheer incompetence and broken IT systems. Save yourself the stress people and shop elsewhere.”

Helpful Report

Posted 2 weeks ago

“I am absolutely shocked by the level of incompetence, disorganisation, and poor workmanship I have experienced with Dunelm’s Made to Measure Roman Blinds service. I spent over £600 expecting a professional, reliable service — instead I have been met with stress, delays, and blinds that are visibly defective. My fitting appointment was cancelled without my consent because the fitter was “double-booked” and another customer had a larger order. I had arranged the date specifically because I would be out of the country, and my daughter had to wait in for the fitter. Despite this, the blinds were not fitted to an acceptable standard. When I returned home, I discovered multiple faults: • Unevenly cut fabric – slanted edges, inconsistent drops, and panels that look crooked. • Misaligned stitching and internal cords – causing twisting, buckling, and irregular folding. • Poorly installed header rails – uneven, unstable, and not aligned with the window frame. • General workmanship far below what any customer should accept, let alone for a paid “made to measure” service. I reported all of this immediately. Since then, I have been passed from one person to another, told to wait 34–72 hours for responses, and repeatedly assured that someone “will be in touch.” The Cardiff store was supposedly “escalated” the issue — yet no meaningful action has been taken. The communication has been slow, contradictory, and dismissive. Compensation was offered earlier for a different issue, but when I attempted to use it, I was told I could not — despite it being on their own receipt. Overall, Dunelm has caused significant inconvenience, wasted time, and unnecessary stress. The blinds are faulty, the fitting is unacceptable, and the customer service has been chaotic at best. I would strongly advise others to avoid Dunelm’s Made to Measure service. The quality, reliability, and accountability simply are not there”

Helpful Report

Posted 2 weeks ago

“Shocking service – nice product, but a very poor first online experience This was my first online order with Dunelm and unfortunately it was a very disappointing experience. The order was supposed to arrive on 7 September. I subsequently received an email saying it had been delivered when it hadn’t. Trying to chase the order was unnecessarily difficult, with no straightforward way within the app to send a proper written complaint. I have ADHD and telephone calls can cause me considerable anxiety, so being able to deal with customer service in writing is particularly important to me. Eventually I was told the parcel must have been lost and the order was sent out again. By the time it finally arrived, it had taken over two weeks, and to add insult to injury, one of the storage tubs was cracked. By that stage I simply didn’t have the energy to start another complaint. The products themselves are nice, which makes the poor service even more frustrating. In 2026 I really don’t think customers should have to work this hard simply to find out where an order is. I originally left Dunelm a much shorter review saying essentially the same thing, but that review was then moderated by Dunelm/Bazaarvoice. That experience has only added to my disappointment. Amazon and many other retailers have made order tracking and resolving delivery problems incredibly straightforward. Sadly, Dunelm has a long way to go to match that level of customer service. Nice products – but based on this experience, I would be very reluctant to order online from Dunelm again.”

Helpful Report

Posted 3 weeks ago

“The time is 17.51 and this is the 3rd day I have sat in waiting on an online collection. The last 2 collection were scheduled through Inpost (Yodel) who are supposed to collect anytime between 8 - 8 pm. Dunhelm blamed system problems for the collections not being arranged. This latest no show was arranged via DHL - yet again tracking showing nothing...but at least i only have to hang around until 6 pm with DHL. What is even more infuriating is soending time repeating the scenarios over and over again via live chat or emails! Is there no Dunhelm Complaints Department????”

Helpful Report

Posted 1 month ago

“New bedsheet stitching was exceptionally poor, came undone before we had even got the sheet on the bed - not a top quality sheet but I guess our expectations were that it would last longer than 3 mins! Will not be going back.”

Helpful Report

Posted 1 month ago

“I bought an expensive wall clock from Dunelm online as it wasn’t available in the store and not available for click & collect. My order took 3 days to process, 2 days to dispatch and another day to hand over to the courier which resulted in late delivery. When the clock arrived the plastic bag it was in was intact so obviously it wasn’t courier damaged but the box inside looked as though it’d been thrown around the warehouse. The clock itself was damaged, dent on the face. Put a new battery in and the clock doesn’t even work. The big hand doesn’t move only to go from side to side. The state of this clock looks as though it was a return and they’ve taken it out of a skip and sent it to me. It seems Dunelm don’t publish bad reviews on this item either.”

Helpful Report

Posted 1 month ago

“Took my order and moneys for a 2 hrs click & collect cabin bag that I needed tomorrow 9 hrs later they admit in an email that I cant respond to that they dont have the goods and I will get my money back in 3 to 5 days they will let me know when the refund is processed,”

Helpful Report

Posted 2 months ago

“Awful shop. Dreadful customer services especially by the management who don't knoe hpw tp treat their valued customers. I stopped shopping at Dunelm and have made thd change to Very.com for my bedding, where there is excellent quality and at an excellent price with rewards too.”

Helpful Report

Posted 3 months ago

“Worst company I have ever used Ordered a glass side table "came smashed" They have now booked 4 different collection dates that no-one has showed up for and I have sat at home waiting for hours wasting my days off Will never use this company again such a joke”

Helpful Report

Posted 3 months ago

“Don’t expect a goodwill gesture from Dunelm there’s no chance! Despite being a good customer for many years I recently tried to return one unopened pack of 2 pillowcases, value just £7. I had spent £65 in total, but I discovered that ordinary pillowcases are a tight fit for deep pillows. I knew I couldn’t return the pack I opened, but I expected to be able to exchange an unopened pack for other stuff. I had my receipt but unfortunately I couldn’t get back to the store within 28 days due to a knee operation and almost 3 months had passed before I could drive again. I didn’t want a refund, the item was still current, but because the 28 day deadline had passed it was a flat ‘can’t be done, company policy. How petty and ridiculous - they don’t deserve loyal customers and have lost one here”

Helpful Report

Posted 3 months ago

“Saga over an on line purchase, Ipswich store managed to cancel my order the same day it arrived then told me it cancelled because I hadn’t picked it up within the allotted time, an assistant found the curtains waiting to go on the shop floor but I couldn’t have them unless I paid for them again…utter rubbish, poor service and clear confusing staff, told refund within 3 to 5 days then the manager said 10 days, clearly no idea. Spent £200 earlier in the week, taking everything back for a refund, bought my curtains in the Range instead. Problem with a bin I bought a couple of weeks ago too, complaint not solved, no even an acknowledgment Steer clear of this store and indeed company”

Helpful Report

Posted 4 months ago

“Terrible customer service!! Regret buying from here. Ordered 3 blinds, curtains & matching cushions. Blind has arrived with a rod poking out of the stitching which cannot be pushed back in. The cushion covers are the wrong measurement & not even square. Absolutely awful smell to the fabric. It took two weeks to realise where the smell was coming from.... apparently all of this is normal & acceptable to Dunelm. Customer service absolutely shocking, keep asking for photos which have been provided & now asking for items to be taken into store for someone to check. Check what exactly? So far absolutely no help in resolving the matter. They couldn't care less. Takes days to receive a response from made to measure team...i imagine due to the sheer number of complaints & lack of care for quality control. Save yourself the hassle & go elsewhere. Worst customer service experienced in a VERY long time”

Helpful Report

Posted 4 months ago

“Package never arrived, customer service never replied, never got item or money back. Horrendous service.”

Helpful Report

Posted 4 months ago

“Ordered two cans of the same paint. Got two completely different colours...could understand if it was two of a different colour...but just two different random colours. Took ages to get through to customer service and then to return at the store. Their mistake took about 2 hours of my time to rectify. Other times things just break after a couple of months.”

Helpful Report

Posted 5 months ago

“ordered cream curtains a week ago, now been told they are not available but they are still on website how can this be???? and how long will i have to wait for a refund. This is the third out of four click and collects that have gone wrong. Please be aware when using online ordering with this company.”

Helpful Report

Posted 5 months ago

“Absolutely the worst customer service in uk and frankly deserves no star at all.i was humiliated and bullied today at their Greenwich store as I tried returning vileda mop bucket i was recommended at this shop with a guarantee but was refused a regurn and when I challenged it , they called the security and ganged up against me accusing me of being aggressive just to avoid refunding my money, do not buy ftom this store, they smile at you on purchase but turn to monsters once u want to return a faulty item, never again!!!”

Helpful Report

Posted 6 months ago

“Everything From purchasing a reduced bed linen not correctly labelled Not receiving my invoice by email Not receiving printed a receipt Once home I took it out of bag to see it wasn’t a fitted double sheet I took it back to dunelm Kidderminster and they told me we couldn’t return it as it was bed linen. It wasn’t in original packaging as it was reduced!!!! I was not given the receipt. Management came and was arrogant and had no customer care or understanding and insisted their are signs all around stating that no refund will be given - When we shop we go to look and buy not read signs. I left the bed linen as it was no good to me, the manager at Kidderminster was fine with me leaving the item (not refunded) and no customer regard. This store was empty, no wonder. Always been a big dunelm spender for my holiday lets but not now, I won’t support the stores which people speak about being in need of support, I’ll be ordering from the internet where items will be clearly marked and you won’t be treated with disregard and disrespect from a young untrained uneducated manager. Debbie Holland The water mill Air BnB Shropshire”

Helpful Report

Posted 7 months ago

“A terrible experience. Bought a jute rug in store which took 3 weeks to be delivered only for the quality of the rug ro be absolutely terrible. Holes throughout, very thin and generally poor quality. After arranging a return, which I was led to believe dunhelm were picking it up, a yodel driver with no English refused to take it because it wasn't wrapped up? After talking with dunhelm they suggested buying 'rope' to secure around it? Now this is no luxury heavy duty rug we're talking about, this is a floppy peice of jute that liturally folds like a towel. I'm still stuck with this ghastly rug and con confirm I will not be buying from what used to be the best quality on the high street, now the worst.”

Helpful Report

Posted 7 months ago

“Blinds ordered after fabric samples sent, then told discontinued. Reordered. Much messing about with fitting date. Two days before fitting date, received email saying that “tomorrow’s” date (ie NOT THE DATE THEY GAVE ME) could not be honoured as blinds not ready, and giving me a date 2 weeks ahead instead. This date no good as I work that day, also I have a window with no blinds or curtains prepared for the anticipated fitting the day after tomorrow. NO PHONE NUMBER TO RING to reorganise date. No answer to four emails sent today. I have no idea when or if my blinds will be fitted. If I could get my money back then I would. Never again”

Helpful Report

Posted 8 months ago

“Ive just been to the scunthorpe Dunelm store and needed help because the bedding names are different to the online colours and product names , i found the older white haired lady quite impatient with me and i laughed about the situation to the young blonde assistant on the other till to my suprise rolled her eyes at me and made me feel very uncomfortable .. how rude ..as a retail worker this is not an acceptable customer service, very disappointed in you dunelm!!!!”

Helpful Report

Posted 8 months ago

Dunelm is rated 2.2 based on 1,176 reviews