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

“Customer service is awful, We accidentally damaged a part on assembly. Most normal places have replacement parts available for purchase so we emailed dunelm. Explained the whole situation to them, then we were asked to send photos. After taking time to send photos they said that parts aren't available for purchase. SO WHAT WAS THE POINT IN MAKING US SEND A PHOTO?”

Posted 1 week ago

“DUNELM - Very unhappy. Appointment to install shutters suddenly with no warning CANCELLED. NO explanation given. Had my money for nearly 2 months. Rang customer service who going to pass a message to made to measure department could take up to 72hrs to get a response 😡😡😡”

Posted 1 month ago

“The resturant is getting worse with every visit. This is not the fault of the staff at all but there is never any hot food or if there is there's no salad or no beans. We visited at 12pm today for lunch yet only one jacket potato available they don't do toasted sandwiches anymore so the only hot choice was soup or a bacon roll which is no use if you don't eat meat This is the same with every dunelm resturant in the area we live and no wonder it's always empty now.”

Posted 1 month ago

“Bought a TV unit via the website. We checked the parts were all there and proceeded to build it. It was only towards the end of putting the two doors on that we noticed scratches on the front of one of the doors. I was hoping they may be able to send me out a replacement door. I took photos and contacted customer service. They were not very helpful at all and said I would have to take it back to the store. Which meant I would have had to take it apart again, and get it back to the store. This was a really heavy TV unit and we had spent ages putting it together. In the end I just kept it with the scratches as I could but be bothered with the hassle. It's definitely put me off ordering from them again and would rather go elsewhere.”

Posted 2 months ago

“I have shopped at Dunelm Bletchley for many years and I have never had a reason to complain. However I now shop in Dunelm Aylesbury as it is much nearer. In this last few months your Aylesbury store has really gone downhill. The cutlery in the coffee shop is filthy. Frequently there is no toilet paper in the Ladies toilets and there has been a toilet seat missing for weeks. The hand dryer also is defunct. On the shop floor there are trolleys blocking the aisles with products waiting to go on the shelves. I realise that there are problems occasionally but this is getting worse. Sorry I didn’t think to take photos but I probably won’t be going in there again for a while Sorry to complain but this is not up to your usual standard Colleen Townsend”

Posted 3 months ago

“I called at the dunhelm ascot drive derby at 17.30pm on 18th December to collect a teddy long sleeve top the young girl assistant never folded the product just dropped lazily on the counter in fact the product I asked for I asked for a refund as the top look shabby and dirty.. The assistant looked like she clearly didn't want to be there.. All the good customer service staff moved on”

Posted 4 months ago

“Hi my complaint is more to do with the delivery time ordered 2 items on 26/09/23 , 1 item was suppose to be delivered by 29/09/23 the other 30/09/23 but nothing arrived, well I received 1 item today 02/10/23 but not the other one. DHL said that they would email me when the items were on there way but nothing. Dunelm shouldn't tell you the day and date of delivery if they can't gaurantee it. will think twice next time.”

Posted 6 months ago

“Dnhelm used to be such a lovely store with gorgeous staff. It’s now and only recently become an unfriendly, very poor quality and actually not somewhere I will continue to shop. What’s happened? Why have staff become so unhelpful and actually rude? The selection of products now includes damaged items that are being sold at full price. Is there no quality control? Why hasn’t someone noticed products are damaged? Why on earth would you continue to sell them and then when queried about it try and justify the sale without even acknowledging the damaged. Very very odd behaviour. Staff at cafes were also lovely at one point but now just downright rude.”

Posted 6 months ago

“we’ll lovely wardrobes from dunhelm revived 4 th december delivery man dropped on kitchen floor so when we came to build them mirror doors were all smashed telling us their still out of stock this is 4 months on now still not received any contact unless we e-mail them very poor service their only alternative is a refund but we’ve built these wardrobes thinking they would sort it in an acceptable time frame going into month 5 the worst customer service i’m very upset just don’t want people to buy like me and still waiting took our money and don’t seem bothered about the customer service shame on you dumelm i would never recommend you and we have alway loved your store feel extremely let down poor poor service 😤”

Posted 1 year ago

“Bought ready made curtains, they looked good quality but on putting them up it was a different story. The inside edges of the curtains were much shorter, as we bought the length that just meets the sill they looked awful! I’m in two minds whether to take them back or try and alter them myself. If I’d have realised they were made in China I would never have bought them. Poor quality for the price.”

Dunelm 2 star review on 17th January 2023

Posted 1 year ago

“After waiting in a queue of around 12 people with just two tills open, and no effort to open any more to move the queue faster, I bought goods to the value of £72 from the store at Snipe Retail Park, Ashton, Manchester and agreed to receive an emailed receipt. The till assistant assured me the receipt had ‘gone through’ but when I hit home and checked, no receipt had arrived. I tried calling the store but the call rang out for so long, with no answer, that it cut off. I emailed customer services seven days ago to ask that they either contact the store and ask them to send the receipt or advise how I could get in contact with the store bearing in mind they don’t seem to answer the phone. I haven’t received a reply despite them professing to aim to reply within five working days. So I am still no closer to receiving a receipt for my goods. Poor customer care all round from this company”

Posted 1 year ago

“Good product but appallingly bad customer service from the Fareham store. I say service but it is almost nonexistent. It seems almost as if it is designed to fend off customers. I was told my receipt would be e- mailed to me, it wasn’t. I was told that I needed it if I had to return or exchange the items I had purchased although, as I was told later this was not true for a delivered item except I still needed the receipt The store had no customer service to help me and my questions were answered by the woman saying that the store could do nothing. I asked to see a manager and was told that they wouldn’t help me either as no one could look up my order number. The assistant tried to call customer service but, no surprise, could not get though. I was given the number to phone myself. The website has a live chat option but don’t hold your breath trying to use it and it took me nearly 30 minutes to speak to someone who did manage to send the receipt. Even the music and messages every few seconds seem to be calculated to make you give up. The website seems designed to make anything difficult.”

Posted 1 year ago

“Purchased a pair of made to measure curtains from the Hatfield branch. The staff at the curtains department were very helpful and efficient. If i was just rating them it would be 5 stars. However, its the end product that is getting the two stars. Firstly there are 2 seams in each curtain. If i wanted lots of seams i could have bought cheaper ready made curtains and sown them up together myself. i probably would have done a better job. The curtains were not pressed so the seams stuck out. when i ironed them i could see the stitching was wonky and the finish is very amateurish. i needed curtains urgently so i have kept them. i was planning to get new curtains for my through lounge but i won't be getting them from Dunelm now.”

Posted 1 year ago

“Bought a circular foot stool - the type that is filled with polystyrene balls stuffing. It became somewhat deflated after a few weeks of use so I bought a bag of the stuffing to top it back up. The stupid design has both the zippers stitched so that the pull tag is INSIDE the bag - the logic according to the tag being that it is child safe. Yes but how do you open the zipper n the outer and inner bags to replace or top up the filling - you cannot. Other makes put the zipper on the normal way round then remove the pulling tag, so that an adult can then use a paperclip to pull open the zip - logical. I am now left with saggy stools - thanks Dunelm you are useless.”

Posted 1 year ago

“Tried to return defective item to store. Told no receipt no refund or replacement even though they agreed it's faulty. Sorry madam company policy. Well actually Dunelm it's illegal to refuse to replace or refund a faulty item. A receipt is NOT required. Store don't care and customer service ignores e mails. Beware!!!Will be taking custom elsewhere.”

Posted 1 year ago

“I used to always shop at Dunelm Mill for bedding and towels, and nets etc., it was my first and only choice. I did not visit Dunelm Mill or order online during the two years of Covid, but recently we had visitors coming to stay and I went to Eastbourne for new bedding for a king size guest bed and a child’s bed. I could not feel the the quality of the items I chose, I could only view them through clear plastic. When I got home and unwrapped them I was disappointed with the feel of the material. All the items felt a bit thin and a bit rough to the touch. Nevertheless I washed them before use, and after washing there was no life in the materials, and the items did not iron well. My guests have just left and today I washed the bedding after their first use. The cotton in all the seams is so thin and frail that pillow cases and duvets have opened on the sides, and corners are coming unstitched. I am so disappointed. Goodbye Dunelm Mill I won’t be coming back.”

Posted 2 years ago

“Visit the Dunelm store at Colchester quite often same old problem no staff around to assist. Went yesterday February 20th asked a lady with a clipboard if there was someone to assist us she said i will get someone they never materialised eventually found the main items we wanted. Large amount of people waiting to pay only two tills open and on a Saturday at that. Before leaving i used the ladies toilet the disabled one it was disgusting dirty not been flushed not that the store left it unflushed but any staff that are supposed to keep the toilets clean need sacking as obviously from opening the store nobody keeps check on the state of them. Used the toilets a few weeks back dirty then why? The manager of this store really needs to get their act together as to how this place is run on a daily basis.”

Posted 2 years ago

“My very first Dunelm experience has been online and had not been a poor experience but not great either. Long story short live chat is difficult to get on, social media IM is hit & miss and still waiting for a resolve to a wrong item sent although it could be a correct item sent but wrong item listed on the website. I am growing weary of chasing and now not getting any response, I just want the item ordered.”

Posted 2 years ago

“We ordered wallpaper & paste yesterday only to receive an email to tell us our basket was still full after we had paid for the order! Now we have 2 order numbers very odd!”

Posted 2 years ago

“I went into my local Dunelm, which I frequented a lot before i moved abriad. I have returned to UK, but the service and the layout doesn't seem as efficient. I am particurarly annoyed abiut one of my recent purchases. A cyrstal table lamp. Well made, fell in love with it, and a fair price. I spent around 20 minutes looking for a box with one in to take away and eventually asked an assistant where i would find a boxed light! You take them from the shelf she said. Not ideal! All i had was a flimsy plastic bag to put it in. Of course, no details about the light! I got it home and realised it had no inline switch. Since my socket is slightly under the bed, i decided to buy and inline switch. Couldn't get it to work! So I bought a new cable with inline switch on it and rewird completely. Still didn't work! Then i accidently touched the base while it was switched on and it lit up! So it was a touch light, but nowhere on the display did it say that! So i have wasted money changing stuff and time, that I needn't have! What a disgrace! What happened to customer service? If you have to take from the shelf, it should say so! Certainly if a lamp is a touch lamp it should say so at the point of display! Realky annoyed about it!”

Posted 2 years ago

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Dunelm is rated 2.3 based on 1,032 reviews