Dunelm

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

Worst company ever, worst experience ever. Paid nearly £1000 for a double mattress and 3 seater sofa. The money was taken out my account on 13th February with delivery date of 18th February. I got rid of old sofa and mattress in preparation. At 12pm on the day delivery was supposed to take place they tell me they sent it to the wrong depot. I have to wait until 21st Feb before mattress is delivered, no partial refund only a gift certificate. Not any good as I will never buy anything from this company again. Then on 22nd February when they are supposed to deliver my 3 seater sofa. They deliver a single chair. Now they refuse to give me my money back until they get the crappy chair back. So now I am putting it in my car and driving to the nearest store to try and get my money back today. They have not replying to any of my emails and now I have been stuck for a fortnight without any money back or any couch.

After fitting the blind and closing it for the first time, there is an obvious fault in the fabric. Contacted online customer services only to be told to return to store within 28 days.
With a 30+ mile round trip, cost of parking and an added disability that cannot happen. I expected better from a National company.
Add me to the list of ex-customers.

Bought a bed in December 2022 which was totally broken,after 14 months. Only 12 months warranty on a bed not acceptable. They would not help in,any way just hid behind this totally inadequate warranty. Had to buy another bed but broken parts still here to inspect if they ever had any inclination to do so,but this won't,happen. Totally unsatisfactory

Bed been delivered 4 times. Had to assemble and dismantle each time as either parts missing or faulty. I had sleep on floor between deliveries even though they are aware I have two broken legs. Absolute joke, been a horrible, stressful experience that's caused me physical harm.

Ordered products,notified by courier delivery a day late,left advice to store safely,ignored,parcel left at door (photo) and stolen,notified courier ignored.notified Dunelm,no interest said it was between myself and courier.Evri formally Hermes and unfortunately not changed their business practice. For £57 Evri and Dunelm will just keep passing the Buck and I get nothing for my money.Just A Corporate Rip Off!

Received first order without issues but my god has it been hell ever since... broken mirrors taped back up and sent out as paid new (full price). Broken and faulty items. Worst of all though is the shocking customer service and blatant disrespect of paying customers and also their legal rights. Horrid horrid people and hell will have to freezer over before I give them anymore of my hard-earned money.

I went into this store today and with the exception of staff in the cafe I found the staff, unhelpful rule and not willing to help
We asked one staff member a question which she answered but it seemed too much trouble.
The till staff I encountered were by far the worse culprits.
The store is a hotchpotch of products in various areas. No organisation as the where to find things.
E.g. Bedding the designer items were by the door and the cheaper items further over.
Knitting wool and sewing items upstairs now but minimal area and very sparse selection at that.
Very disappointed generally.
Will I be going back?
VERY UNLIKELY.
The store managment and id suggest the head of customer service need to get there act together. SORT THE STORE OUT it is also not disability accessible with loaded merchandise in trolleys around the store blocking gangways.
Buck up Dunelm.

I ordered 2pairs of curtains which were delivered to my address (as picture proves) but just left on the doorstep, even though there was someone in. The parcels were not there when I looked after receiving email about delivery.
Dunelm insisted I get a crime number ( which you have to do online & can't speak to a person)
I gave Dunelm the reference number but still no answer from them & no money back! Ombudsman next I think, so beware people

TOTAL DISGRACE

I ordered a Roman Blind from Dunelm. It arrived with the pull cord the wrong side and the drop was bigger than the measurement I had provided. I contacted them and they provided a replacement. This time they managed to get the pull cord on correct side but it was still too long a drop so it bunched up as it was to sit in a window recess. I contacted them again and they are are refusing to provide a further replacement. I am flabbergasted as they have not even given a reason why. They are refusing to respond to my emails even though I have made a formal complaint. I have tried several times to contact them by phone with no success due to the very poor system that people have referred to below. This company is a disgrace. I will be contacting trading standards and going through the small claims courts. Use at your peril.

Happy to take your money and not return it! Staff unable to give any help with sorting out how to get a refund for an online order. Local manager arrogant and rude, to quote one of his own staff, 'a thug and a bully'.

I ordered four dining chairs more than a week ago and was given a delivery date and tracking number. I couldn't track delivery. Why give you a tracking number when there is no possibility of tracking! Chairs should have been delivered 7th December. Today, the 5th I have an abrupt email informing me they're out of stock and the order is cancelled.
Back to the internet to find more chairs to be delivered before Christmas.
Poor service.
I won't buy anything from Dunelm again.

Bought a sofa and armchair at the same time and on same order number. Sofa is now faulty and although they have agreed to a refund for the sofa they are refusing to collect and refund the chair and as chair not faulty. I pointed out that I would not have purchased one without the other but they still refuse. I am now stuck with a chair which will not match any new sofa.

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.

Stay away from this company, they sell unusable products. We have ordered a custom made blind which they delivered with a cord too short to use. When made a complaint they hid behind child safety regulations in order not to do anything about it. Unusable product, waste of money, horrible customer care. Stay away by all means.

After placing order told 3/5 days, we are now on day 6 and the tracker app tells me it is not even shipped yet and be on hold forever on the phone and then line goes dead, god knows how much that call cost me to get no where.
Have sent two emails and the return mail says it can take 5 days to respond,
Why do this to customers, do what you say or tell them the real time for delivery so they know, simple logic dictates we only complain when things don't go to plan.
Still waiting.

Ordered a garden playhouse in what we thought would be good time for our daughter's birthday as the website implied 48 hours delivery. Almost three weeks later (after the birthday!) we are still waiting. Worldstores have been very sloppy about this. Bland replies to chasing e-mails do not offer any concrete progress, they choose instead to blame ‘the supplier', ignoring the fundamental point that they have taken our money and we have a contract with them. When I have rung up, the promised call back from a manger has not been made.
This company is awful. They have no respect for their customers or for Trading Standards laws. I will never use them again and I would advise anyone to steer clear.