I ordered some beautiful striped cotton sheets for both bedrooms. I've purchased these before from Dunelm and love them.
However, this time both (a double in one room and a king-size in another) came up ridiculously small. Totally unusable.

The first problem is you can't speak to a human by phone, you have to use a live chat service which is arduous and not good for older clients who prefer to speak to a human by phone so you can interact and have a proper conversation.

When I explained, they said they couldn't accept them back as returns for hygiene reasons (because I've laundered them).
I told them their policy says that items can be returned if Faulty. My items are faulty and therefore, I should be able to return them.

The guy asked me to provide proof of them being faulty BEFORE laundering?
I mean how ridiculous! I expected a double sheet and a king-size sheet to be fit for purpose and the right size as they are standard sizes. It would not occur to me to take photos in anticipation of them being too small so of course I have no proof. Also, isn't the proof simply in the fact that they are too small for my beds?!

Either they were just simply too small. Or they shrunk so significantly in the wash that that would have rendered them useless on first wash anyway. Regardless, they are not fit for purpose.

It's so disappointing to receive faulty items and then to have to go through the palava of trying to sort out a return or replacement with a representative who basically won't take any responsibility and doesn't even attempt to be a bit reasonable is just so upsetting.

People don't complain for fun, it's annoying and time-consuming.

I had a £300 order ready to place for some home furnishings etc and now I literally cannot bring myself to buy from Dunelm again, given how they treat their customers. I'm £45 out of pocket now due to their faulty goods, yet they've effectively blamed me for damaging the items simply by washing them. A double-whammy of disappointment and basically cheating of customers out of their hard-earned cash by selling faulty goods and then making it impossible to get any recompense for the problem they caused.

Disgusting treatment of repeat customers. Will not by from them again. Shame on you Dunelm, do better.

UPDATE: A lady from Dunelm did reach out after seeing my 1 star review on Trustpilot. She was friendly enough on a superficial level but took up half an hour of my time, asking various questions and discussing the situation. It was a weird conversation in that it felt like she was sort of helping but yet also felt like an empty gesture just to give the appearance of helping. There was no urgency or keeness to resolve the matter and some of what she said just felt like unnecessary however, she promised to get back to me within 24 to 48 hours. It's now 4 days later so, I can confirm my original review is accurate, or perhaps I now feel even more let down. They don't care about their customers on initial contact and are also pretty flakey even if they do call you back after leaving a poor review to "supposedly" help resolve your complaint. That's actually worse than just being rubbish in the first place because they've now strung me along, fobbed me off and wasted even more of my time.

This is particularly weird since I have 2 emails in my inbox requesting my customer experience feedback. Another big company who are flippant with their accountability and think it's acceptable to mess people around like this. Disgusting.

In addition, if they have no concern or shame then please see for yourself their supposed "28cm deep"Hotel Cotton Double Fitted Sheet on my 20cm deep double bed in the attached photos...

BE CAREFUL WHEN PURCHASING FROM THIS COMPANY - THE CUSTOMER SERVICE IS APPALLING! I bought a light cluster in 2019 and contacted Dunelm in 2020 (after the product was out of the year warranty) as one of the bubble balls had broken and I wanted the details of a replacement. They were very helpful and supplied me with a replacement which I wasn't expecting. Fast forward to 2023, and another ball has smashed as they are very delicate. Contacted customer services and it's a case of "Computer says no!". I have explained that I am not asking for them to replace the product or pay for the replacement but just to give me contact details of the supplier to which they have firmly said NO as it breaks their confidentially with the supplier? They have basically told me to go into store and look at the box (yes, product is still available to buy) and check if there are supplier details on or in the box? They are refusing to answer why this is an issue in 2023 but was an easy task in 2020. I have reiterated over and over again that I am not expecting them to replace the part or contact the supplier to order the part, but apparently they are bound by confidentiality to their supplier? What about their customers needs and rights? They advised that if the product was in warranty, they would replace the broken part but as it is not they won't do anything to help. I have questioned the GDPR aspect and advised that it is in place to protect people who do not want their information shared but as their manufacturer has supplied their goods to the general public for them to be purchased, in good faith, they are not looking for protection from the general public and this is the complete opposite scenario. I have also asked Dunelm to either contact the Company on my behalf or give the Company my details so I can speak to them direct...again, I am faced with a blank wall. I am unable to find the Company direct on line and should be able to go through the company I bought the product from for their details. Furthermore, customers should be able to obtain parts for products that are out of warranty instead of being forced to purchase a whole item just for one part of it. They will not send me details of how to escalate to a higher department, just telling me to go online! I find this utterly ludicrous and will be escalating the issue further and warning others of this and that there is NO customer service in place whatsoever. I can understand it being more of a problem if the item was no longer sold by Dunelm but it is sat on their shelves. Why can't a member of staff look at the box and send me supplier details rather than me travel 30 miles to my nearest store to look for myself. The whole thing has utterly baffled and frustrated me and I will not stop until I have either a replacement ball or the supplier details. Unfortunately, it is companies like this who are happy to assist when taking your money but firmly shut the door once money has been taken. I can only imagine that the staff in 2020 were way more competent and helpful to their customers. This is an utter disgrace. SHAME ON YOU DUNELM

We ordered matching wardrobes and a chest of drawers. The delivery drivers were completely bamboozled by the invoice which said their were "2 items" so they tried to give us 2 boxes. I noticed one of the boxes said "1 of 3" and told them there must be one missing and they gave me that one.

After opening the boxes I realised they had still only given me the wardrobe. They didn't understand the difference between a number of boxes and a number of items. This information must be on every order they deliver, so I don't understand how they could possibly be doing their job. Do they deliver part of every item that is across multiple boxes?

We got in touch with Dunelm and the delivery organisation to complain. They insisted the item had been delivered.

We did our own investigation and sent them information on the dimensions of boxes, our photos of the delivered boxes (all the wrong way up).

They also had a photo of the delivered boxes that they refused to show us.

Most of our messages throughout this process were completely ignored, we received no response to inform us what, if any, investigation was taking place.

The only responses we got were that the item had been delivered, they didn't even ask the delivery drivers if they had a box left at the end of the day, they just accused us of lying.

Eventually, we were informed they had "found" our "missing item". They wouldn't give us any information on what delivery drivers do when there is a box in their van at the end of the day
With a customer's address and order number on it.

I suspect they just dump them, because the chest of drawers we received was so badly damaged that when I took the drawers out for the first time it fell apart such that I can't put the drawers back in.

Dunelm have taken so long (over a month) to make a complete mess of this process, that now there are no more in stock.

It is a matching set with the wardrobe that actually did arrive. Obviously we would not have bought either of these products if we knew we wouldn't get the complete set.

Honestly I think these people must be making a concerted effort to do their job badly.
It would be far less hassle for them to behave in a reasonable manner, re-deliver items that they forgot to deliver and have all the details of how to re-deliver,
Talk to other departments rather than just trying to fob customers off without any kind of investigation.

They made no attempt to correct any of their mistakes, they don't care if customers are satisfied or not.

They offered us a discount to keep the completely ruined furniture, which is laughable.

It isn't convenient for me to have large shattered pieces of wood blocking up my hallway,
But I have to keep it here for them to come and pick it up and give me a refund. I don't know why they want to transport these broken pieces of wood across the UK before putting them in the bin,
It is clear from the pictures that they will not be able to repair this unit. Their main intention is to make it as inconvenient as possible for me to get my money back.

They made no attempt to organise a replacement, only made it clear that if it ever comes back in stock it will be more expensive.

We now have to try and find a suitable chest of drawers from another supplier and order it, something that we spent considerable time on 2 months ago. We still don't have anywhere to put our clothes away in our new house.

I will never buy anything from Dunlem again. They have some nice furniture, but their processes are a complete shambles and they have somehow managed to hire a workforce of people who are fine with making a mess of every task and disappointing people 8 hours a day. It must be soul destroying to be so profoundly useless on a daily basis, and this gives me some consolation.

I placed an order for 8 chairs that were reduced to £12.50 from about £80 they charged my credit card and after 2 weeks they had still not arrived.
When I asked them what happened to my order they said the line had been discontinued so the will not honour it.
I then went online and the exact item I ordered had been relisted with a different product code.
The item had not been discontinued they just didnt want to honour the order at the lower price.
They kept changing there story when i challenged them.

This is the original item I ordered orered http://www.worldstores.co.uk/p/Krista_Leather_Dining_Chair.htm?product_id=*******&aw=*******&utm_source=awin&utm_medium=affiliate&utm_campaign=*******&utm_content=1&awc=3826_*******888_4d*******b96c94fc*******fbf45

And this is the item relisted with a different product code http://www.worldstores.co.uk/p/Krista_Bonded_Leather_Dining_Chair.htm

In short dont trust these people they are just a bunch of liars.

I am a typical busy business owner. Looked at various sites found a desk and a chair that suited and I was attracted by advert of next day delivery on their site. Ordered chosen desk and chair Thursday 6th October 17:58 - (looking now at my original order confirmation email which also confirmed availability was "Next Day"). As it was so late in the day expected delivery Monday unless I was very lucky. Come Monday as there no sign of a desk or a chair and had staff waiting on this I spoke to Sebastian at Worldstores who could not give a damn by his tone of voice about it all but did inform me that the desk I had ordered was not in stock and might not be for quite some time! He also had no idea about the chair delivery date either. He then passed me to sales to speak to someone to change the order to an alternative desk - after 17 minutes by now on hold etc and various menus I spoke with Tara - who was equally unhelpful. Eventually I managed to order an alternate desk through her which apparently is in stock ( still not received Friday 14th October 6pm btw). Then I after 29 minutes now on the phone had to speak to customer services to Chris - who at least sounded helpful and apologetic - said they would refund the difference to my card over the next few days - he also explained that an adver tfor next day does not mean next day - The Asa or Trading standards might have something else to say about that. Various emails later I still have no desk but lucky me have an apology email (only after I contacted them again today - Friday 14th now - saying " can see that your order was placed to be delivered for today, I am trying to get in contact with the supplier and the carrier to find out as to why it hasn't yet been delivered, as soon as I get a reply I will update you with more information but at rare occasions the items do get delayed by another day due to unforeseen circumstances, I will chase this up and inform you." So unless you really don't need things for a week or two DO NOT BOTHER WITH THIS COMPANY OR ITS AFFILATES - OFFICE SUPERMAKET, worldstores.zendesk.com wskiddicare.zendesk.com, achica.zendesk.com. Worldstores have not refunded the difference to date - so they have had £210 for nothing at present!

Ordered bed side table in mid Aug, but they keep delay the delivery date and we got told its something to do with the supply, but we paid money to you and we have nothing to do with the suppliers. Then we got another email from them see above:
Good afternoon
Thank you for taking the time to contact Worldstores.
I can confirm that your order was dispatched and should be with you today 24/08/16.
Please allow up until 8pm for your delivery.
You will receive a call from the delivery driver approximately one hour before they are due to deliver.
Please accept my sincerest apologies for any inconvenience caused.
Please do not hesitate to contact me if you do have any further questions.
Kind regards
L***
Worldstores Customer Service Team

A week later we received another email see below:
"Thank you for contacting Worldstores.
I can confirm that I am unable to provide you with a date that this will be delivered as the issue is with the supplier. They will be in contact with you to confirm a date when this issue has been resolved.
Kind Regards,
S*****
Customer Service - WorldStores.

So after we waited for 2 more weeks, then we got another email:
Good evening,
Thank you for your email.
Due to the item being dispatched yesterday, i can confirm that it should be delivered to you today.
Please allow up until 8pm for this.
If this is not received today please advise me and i will look in to this immediately for you.
Please allow accept my apologies for any inconvenience caused.
Please do not hesitate to contact me if you do have any further questions.
Kind regards
L****
Worldstores Customer Service Team

Until then we were still waiting for the delivery, my wife and I asked many day offs for the delivery, but they never show up. We contacted them again, but this time they replied to us with the most stupidest answer see below:

Good afternoon,
Thank you for your email back.
I am afraid they do have the item but there is an internal error with the suppliers which is preventing them from sending out the delivery.
Please accept my sincerest apologies for the stress and inconvenience caused.
Please do not hesitate to contact me if you do have any further questions.
Kind regards
Worldstores Customer Service Team

This is is been ongoing like this almost a month final we had enough with their liars and emailed them again, and got replied:
Good afternoon,
Thank you for your email back.
I am so sorry for this.
I am afraid i cannot advise when this may be resolve.
This is an internal issue that we are working closely with the suppliers to sort out, it means that all deliveries are heavily delayed due to this.
I am very sorry for this and i hope you accept my sincerest apologies for the stress and inconvenience caused.
Please do not hesitate to contact me if you do have any further questions.
Kind regards
L***
Worldstores Customer Service Team

All those weeks we tried to call them without success, and the only way to getting touch with them is by emailing each other, now I can show all of you the email( lies) i got from them.

Trust me its not worth to getting all the stress from them, lesson leaned.

Wot the hell is going on with this company! You have not long been granted with how much money yet your still letting your customers down!. Customer service chat b*****ks there get back to you once they here from suppliers blah blah blah they already flippin know just trying to hold on to your money, all sofas stated next day/ select day, On the 11th of augast I order 2x texas 2 seater sofa to be delivered 13th augast that date comes and no delivery and no contact, i ring customer service they haven't a clue the 14th I receive a email saying it out of stock do I want refund or exchange, so I decide to exchange to 2 x Brisbane 2 seater sofa which would of been 60 pound extra but because of the inconvinence you said you would waver it I was told it would be delivered the 16th augast yet agen date cums no delivery no contact, once agen ring customer service they tell me its being delivered 18th augast, 7.09pm on 17th augast receive a text saying they cant deliver due to a unforeseen supply in the product and that they will beable to deliver around 1st September 2016 I email and ring customer service telling them I think they are lying regarding next delivery as the Brisbane 2 seater sofa says 10 -14 weeks delivery im assured the Brisbane will be in stock on the 31 augast 2016 and will be delivered 2-3 weeks from the current time on the 31st augast I receive a text saying my order has been dispatched and will arrive 5/09/16, on the 4/09/16, I ring and email customer service to check my order is definately coming, both replys state that they can confirm deliver will be on 5/09/16,5/09/16 email customer service in the morning and at 4.00pm again I'm told delivery is coming and that to be aware delivery can be up till 8pm, yet agen 8pm arrives no delivery no contact to say why 06/09/16 ring customer service they don't know wot going on, later on at around 3.30pm get told its out of stock and they don't know why I was told it would be delivered on this day as they have no idea when it will be back in stock? I'm mean are u for real, so they again say they can refund or change for different sofa so I decide change to a sofa that would of been a extra 200 pound ontop of the first price we paid but this time manager says he will only give us 20 pound off that's 40 pound less then he was going to give us off the second even though now we have been waiting nearly 4v weeks for a sofa that states next day delivery so in the end we decided a refund, it doesn't end here though I will be complaining to everyone and your selling more stock then you actually have ill be writing on every forum, review, watchdog, trading standards, no one leaves my children with no sofa sitting on the floor for 4 weeks with no act of apologie or anything and think they can get away with it!

Is illegal what they make! Is a fake site!

This company is complicit in fraudulent/criminal activities and should not be operating...

Firstly, they have blatantly lied to me and have been wilfully dishonest throughout the entire shopping process (my order was placed 3 weeks ago). Initially they tried to blame my issue on their supplier (on a number of occasions). Then they insisted it was an 'ITC' issue between the supplier and themselves (and would not provide any specific details, at all). I have managed to contact the specific supplier myself and subsequently discovered that there were no issues, at all, with the supply side - in fact, the supplier has the item I purchased from Worldstores in their possession (the item even has my name and address on it!). Their supplier explained that it would be impossible for me to be receive the item I purchased because Worldstores have continually failed to meet their contractual obligations with the supplier (i. E. non-payment of goods), therefore they will no longer be supplying Worldstores. I am suitable informed that Worldstores have been made fully aware of this issue with the supplier (and have been aware of the issue for some time). To make matters even worse Worldstores are still advertising the same product as still available (with next day delivery) on their website - even well after I have informed them of the issue (i. E. a blatant breach of their own terms & conditions, industry standards, Trade Descriptions Act etc.). Essentially, from the very beginning of my issue (including countless calls to their premium rate customer service department in an attempt to receive a straight/coherent answer regarding my purchase (a Right as a consumer) and consistent failed promises to call me back by a senior representative of the company (4 times in total), Worldstores has been fully aware that it cannot fulfil my order (and have known precisely why from the very start) and have been deliberately and deviously dishonest to their customer (victim). I have now taken appropriate action to cancel my order and await Worldstores response. My shopping experience with this company has been absolutely diabolical (my worst ever online shopping experience). Worldstores are clearly not fit -for-purpose as a reputable online shopping retailer and I would like to warn the public to avoid Worldstores- at all costs. Here is a list of the main corporate investors in Worldstores Ltd (Company number *******) - a highly unethical & fraudulent company with zero integrity: Goldman, Sachs & Co; Advent Venture Partners; Balderton Capital; Serena Capital. Worldstores Ltd company Directors include: Mr David Joseph Murray (CEO); Mr Richard Jeremy Tucker (CEO): Mr Mark Evans; Mr Mark William Evans; Mr Michael Hilary Chalfen; Mr Marc Fournier; Mr David Vincent Reis; Mr Peter Anthony Baines. Google (UK Tax cheat) also has a close working relationship with Worldstores Ltd. Feefo ('The global ratings and reviews provider used by the world's most trusted brands') also have a close working relationship with Worldstores. Interesting, the reviews hosted on Feefo for Worldstores, generally of a positive nature (and the only review host which Worldstores proudly lauds on its website), do not reflect the consensus of public opinion which is freely available in the online public domain, at all, in fact - the vast majority of online public/feedback review platforms are clearly critical of Worldstores. I have contacted Feefo about these clear and significant disparities and have not had any response (I wonder why?).

2nd time ive had to write this as it wont let me add explicits even with ** between them
I feel i need to add a positive to the negative of worldstores as what we received lends itself to it
We went to dreams to look at mattresses but had a budget, were not well off so this is a big investment & dreams, though found our perfect mattress, always wanted to upsell us & the price of the cheapest one fitted to us, massively excelled our price range.
So we knew what we wanted but wasnt prepared to pay dreams prices, so the wife went online & found the mattress we liked for £300 cheaper from world stores so we ordered it with the promise of a 3-4 week delivery.
Well 5 weeks later & it hadnt arrived so i started to panic & started to look up reviews like this & realised ive been doopt, i thought thats it ill never see our money again, in part the reviews were damning, so i rang customer services *******500 & was a little taken aback to how helpful they were (as i was expecting rudeness &^ blais, from the reviews) they said they were the 1st port of call & they would escalate it (i thought yeah that aint going to happen) but a day later i got an email to say it'd been escaleated & the following day i had a request to when could they deliver.
It got delivered on the day (yes their timescale says from 7am to8pm & they will ring an hour b4 (didnt happen)) & the drivers were exceptional (they couldnt find our road as the satnat takes them to bollards) & ended up carrying a heavy kingsize mattress 300 yards then up a flight of stairs to our bedroom.
So yes if you want it now & then go to dreams & pay over the odds if your prepared to wait, worldstores why not
:)