Dunelm Reviews

Name: Dunelm
Rating: 2.29

2.3 Rating 1,029 Reviews

31 %

of reviewers recommend Dunelm

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Metrics

2.3

Based on 1,029 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

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Delivery drivers stole my sons Christmas present”

Helpful Report

Posted 4 months ago

“This honest blue wallpaper looks gorgeous in the pictures and when initially unrolled. However unless you are putting this on newly plastered walls or new build walls that are perfectly square /flat SERIOUSLY avoid this paper. It's poor thin quality excessively highlights any minor imperfections, and when this is raised with Dunelm to try and return the unopened paper you WILL be told that firstly it's all the fault of your decorator of 30 plus years and then that even thought I attest that this paper is not fit for purpose it cannot be returned if you are outside of the 28days . Awful lack of customer care and basically a totally inadequate provision. If you want c*")/y paper that puckers, rips and won't lie flat definitely buy this junk, if you want decent wallpaper and decent customer service go to b and q ! I have advised as many family and friends as I can about Dunelms shocking attitude and will never set foot over their door again. I have a 2k budget for curtains which will now go somewhere else where customers are treated better and where blame for sub part products is not tried to palmed off on hardworking tradesmen . Would have been a no stars review if I had been able to post this without at least giving this tissue paper atleast a 1 star review”

Helpful Report

Posted 4 months ago

“Dorma at Dunelm if your paying £18.00 for 1 pillow case you have to assume the pillow going in is a high quailty one, so make the pillow case bigger!”

Helpful Report

Posted 4 months ago

“I bought some roller blinds at Dunelm Darlington for a property we were renovating,unfortunately the renovation was delayed and by the time we came to fitting the blinds it was over 8 months from when we purchased and we had a problem with one of the blinds which was one of five for the same room,when we went back to the store and explained this to them they were very understanding and very helpful and let us return all five blinds and select different blinds,Ashley the supervisor was so helpful and the other staff we originally spoke to were also very helpful,customer service really is important and at the Darlington branch it is excellent,I’m a regular visitor to Dunelm and would recommend the Darlington store to anyone looking for homeware”

Helpful Report

Posted 4 months ago

“Easy to order and excellent goods.”

Helpful Report

Posted 4 months ago

“If you look at the reviews for all local Dunelm stores the Coventry airport retail park is the lowest rated store in the West Midlands Remit. The store is always empty. The way it’s laid out is poorly done and feels more like a jumble sale, and it’s cramped. The staff all look miserable and the customer service is dreadful. This seems to be the overall theme on this particular stores reviews. They all need customer service training, including the passive aggressive over promoted store Manager, who will do all she can to make your issue worse instead of trying to help. No wonder staff are so unhappy when they have a person like that leading them (leading is a strong word) . This store is a very poor representation of Dunelm which is a shame as their products are great, but every time we visit this store we don’t buy anything and leave feeling all happiness has been sucked out of our souls! I joke, but the customer hating management here is no joke!”

Helpful Report

Posted 5 months ago

“Click and collect item that doesn’t arrive comes my issue, trying to get a refund text time despite the fact that this is not my problem it’s between Dunelm and the courier so why am I made to wait and have to contact them several times despite the fact that they tell me, they would be in touch, poor, poor communication”

Helpful Report

Posted 5 months ago

“I took a quilt back but I didn’t have a receipt. As I was buying another, more expensive quilt, I didn’t think there’d be much of a problem. How wrong was I? I was made to stand like a naughty schoolboy whilst ‘the manager’ looked through the till rolls only to be told there’d been a ‘system error’ and that I’d have to come back another day (I’m in my 9th year of Parkinson’s). Customer Service told me to write to the manager of the Erdington Store, and ask him to complete the audit and then ring me up. I never heard from him or them again. I wrote to the CEO asking if he could involve himself. I didn’t hear back from him. A lousy organisation from top to bottom. I only hope that people will continue to shop on the internet and will eventually see no need for Dunelm.”

Helpful Report

Posted 5 months ago

“I am writing about the cafe in Romford Dunelm. It wasn’t even 1pm and yet the menu was very limited. We couldn’t get three of the items we wanted and there was absolutely no flexibility with the order. The queue was very long and it took 15 mins to reach the till where one girl was serving AND making all the drinks. I had chilli jacket potato. The meat had been “nuked” and was rock hard. The tea was so weak even despite leaving it to brew. We used to like this cafe but not again. It deserves zero stars not even one!”

Helpful Report

Posted 5 months ago

“Poor quality rubbish that you would find on a market Overpriced for what it is, click and collect when they lose the item or the courier loses the item you’re inconvenienced trying to get your money back. You have to wait for God knows how long jokers never again.”

Helpful Report

Posted 5 months ago

“Your Dundee store manager is the problem . He follows us around making us very uncomfortable always skulling around treating us a some kind of thief he manic.we shopped at this store since it opened years ago now everything has changed for the worst if he is not told to amend his behaviour he will have no customers .”

Helpful Report

Posted 5 months ago

“We visited Debenhams in Stockport today after phoning to check the item we wanted to look at was in store. First it was very pleasing to find I could ring the store direct and was informed where to find it in store. I was in a mobility scooter greeted at the door and because I stopped as I entered and the gates shut and a staff member dashed up to make sure I was ok. We couldn’t immediately find the item even though it was exactly where I was told it was - silly us- and was accompanied by a very helpful and pleasant young man. It was wonderful to find so many floor staff to help and such a lot of staff on the tills. Such a difference to so many stores where floor staff are non existent and as for supermarkets expecting you to self check and hardly any staff on the tills and very few floor walkers. Making customers do all the work themselves and increase profits because they don’t have to employ enough staff to look after their customers. There was enough free parking and although we didn’t stop there seemed to be a good cafe.”

Helpful Report

Posted 6 months ago

“Received the made to measure blind with black out lining and once opened up there was 2 holes in the lining letting light through. This blind cost £217. Reported the issue to the online, faceless chat and received agreement for a partial refund. This was agreed as I was preparing to make good the damage and save the messing around however after chasing up 3 days later I was told that I was sent an email. Never received this so was sent again. The email stated that “no refund and this is our roman blinds, meaning this is how the curtains are meant to be manufactured” With 2 random holes in the material??? Very poor customer service for an expensive item but I couldn’t continue with the chat as they closed it down! I’ll be now progressing a full refund and return. Definitely going elsewhere in future. Don’t hold hope if you do order and have issues!”

Helpful Report

Posted 6 months ago

“Went into lancaster dunelm looking for a 'V' cushion and cover ,a pleasant, well dressed, polite, young man ,called COLE, came to our assistant, he went above and beyond to help us Every time we go into lancaster store staff are always very helpful. Thankyou”

Helpful Report

Posted 6 months ago

“No service at the Basildon store. The staff don't want to help. I left 400 pounds of purchases in a basket due to the attitude of the cashier. Really disappointed having driven from Southend.Disgusting customer service.You can keep your goods & I will keep my money”

Helpful Report

Posted 6 months ago

“Quality of item is very poor. Paid £175 for a futon which looks like a woodwork project. Rough-cut edges I’ve had to sand down and a mattress with buttons so large they leave impressions after a nights sleep. Won’t be buying from Dunelm again.”

Helpful Report

Posted 6 months ago

“The company will take no responsibility if they have put an untrained person on the till, that can’t get the email address correct for the E-Receipt. Then when it’s time to take an item back that is very cheaply made in china and not fit for purpose, there are problems, especially if you want a refund! Why not set customers up with a verified email account instead? It would solve a lot of issues with staff getting emails wrong. I know other customers have had issues such as this at Dunelm Stores. It’s a Shambles, especially if your suppling unfit products.”

Helpful Report

Posted 6 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.”

Helpful Report

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.”

Helpful Report

Posted 6 months ago

“When me and mum popped in for ONE item we caught a lady there called Bev, she was working away on her hands and knees and didn’t hesitate to help us! She found us plate sets, cheese boards, aprons, blinds and alsorts I can’t begin to list. We left with empty pockets but very very happy customers. People like that lady are the reason we would return and shop. I have recently moved into a house and wanted all new items, nothing was an issue for her and she was smiling away. A very polite member of staff, an absolute diamond after we approached her numerous times for things. I can’t thank her enough, my mum is a shopper and I am more for online shopping but I enjoyed the experience and hope to see her again. So thank you Bev, I hope everyone appreciates a person like this who genuinely made our day.”

Helpful Report

Posted 6 months ago

Dunelm is rated 2.3 based on 1,029 reviews