• Dunelm

Dunelm

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Overview

Dunelm has a rating of 1.1 stars from 242 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Dunelm most frequently mention customer service, next day, and world stores problems. Dunelm ranks 295th among Bedding sites.

  • Service
    34
  • Value
    26
  • Shipping
    29
  • Returns
    24
  • Quality
    22

This company does not typically respond to reviews

Positive reviews (last 12 months): 0%
Positive
0
Neutral
0
Negative
9
26
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How would you rate Dunelm?
Top Positive Review

“Respectable returns process”

Har$#*! R.
1/31/18

Not sure if all this negative feedback has made them improve. I want to commend Worldstores on their returns process. Received a damaged item from them which was disappointing but the ease of return has left a good impression. They gave a collection schedule 4 days after I reported the problem. Collection people arrived on the day. Money including delivery fee was back in Paypal account within 1 hr of the item being collected. I may still order from them in future.

Top Critical Review

“Mouldy Sofa & Poor Customer Service”

Zoe R.
10/22/24

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. Just 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 £1,314.05, and it's been nothing but trouble. Here's what we've experienced: - Mould is growing inside the cushions—even the ones that haven't been cleaned. - Despite being advertised as stain-resistant, the sofa stains and turns blue/black when cleaned according to the provided instructions. - There's a strange black glitter-like substance that transfers to skin and is hard to remove. - 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! - The sofa cushions are supposed to be water-resistant, but they've clearly soaked up moisture, causing the mould—despite us following the instructions and air-drying the cushions. We'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'd steer clear of this one.

Reviews (242)

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customer service (106) delivery date (28) world stores (21) trading standards (14)
Thumbnail of user zoe.anderson.ross
1 review
0 helpful votes
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October 22nd, 2024

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.

Just 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 £1,314.05, and it's been nothing but trouble. Here's what we've experienced:

- Mould is growing inside the cushions—even the ones that haven't been cleaned.
- Despite being advertised as stain-resistant, the sofa stains and turns blue/black when cleaned according to the provided instructions.
- There's a strange black glitter-like substance that transfers to skin and is hard to remove.
- 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!
- The sofa cushions are supposed to be water-resistant, but they've clearly soaked up moisture, causing the mould—despite us following the instructions and air-drying the cushions.

We'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'd steer clear of this one.

Tip for consumers:
Refund refusal based on lies and refusing to communicate any further

Products used:
Vivalife Carson Deep Sit Stain-Resistant Fabric Corner Sofa

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Value
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Thumbnail of user linda.warner811
1 review
0 helpful votes
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June 4th, 2024
Verified purchase

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

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Thumbnail of user steveb3419
1 review
1 helpful vote
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March 4th, 2024

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'.

Tip for consumers:
In store staff unwilling to help resolve online order. I’m a pensioner and not overly tech savvy. Store manager rude and bullying.

Products used:
Bedding

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Thumbnail of user mrc396
1 review
0 helpful votes
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January 25th, 2024

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!

Tip for consumers:
Dunelm would not post my review but I could not find the swear word they claimed it included I think it was the one star and the word disappointment that was unacceptable LOL

Products used:
I did not receive goods I'd paid for

Service
Shipping
Thumbnail of user maddieb54
1 review
0 helpful votes
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January 11th, 2024

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.

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Thumbnail of user gjbarker
1 review
0 helpful votes
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September 18th, 2023
Verified purchase

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.

Service
Returns
Thumbnail of user danielf329
1 review
1 helpful vote
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October 31st, 2022
Verified purchase

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.

Tip for consumers:
Stay away from this company, they sell unusable products. 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.

Products used:
We have ordered a custom made blind which they delivered with a cord too short to use.

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Value
Shipping
Returns
Quality
Thumbnail of user chanq3
1 review
0 helpful votes
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January 13th, 2024

Finger trapped in bin lid had to literally sliced my finger across resulting in alot of pain and a trip to a&e which resulted in having my finger glued.I have also lost feeling in the tip of my finger.The item needs a recall off the shop floor.Tuis could have been my young child.Im mortified by this

Thumbnail of user chriss194
2 reviews
1 helpful vote
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August 22nd, 2014

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.

Tip for consumers:
Avoid

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Thumbnail of user rayo16
1 review
3 helpful votes
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October 7th, 2015

Dreadful service from this company. Wrong item delivered twice, still waiting for correct item. Have to hang on for absolute ages if you try to call them, emails just get an automatic response saying they are busy and will not be responded to until 5 working days, which of course never happens. I would suggest you but elsewhere.

Thumbnail of user jacobr36
1 review
4 helpful votes
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September 18th, 2015

Ordered for next day delivery. A week later, all that has arrived is an item that was addressed to someone else. Spent hours on the phone which came to nothing. A bunch of common criminals and fraudsters, should be shut down.

Thumbnail of user anniec334
1 review
0 helpful votes
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February 18th, 2023

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.

Tip for consumers:
Don't

Products used:
Double bed

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Thumbnail of user anthonyd54
1 review
3 helpful votes
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October 30th, 2015

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.

Thumbnail of user janicew34
1 review
4 helpful votes
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May 16th, 2016

DO NOT BUY from this company

Bought new parasol, put it up slight breeze lifted parasol out of cast iron base, fell over pole crushed not strong enough to take size as too thin and light weight. Told shame no refund no apology. Pole bent so hard could not collapse parasol, only way to cut it through spokes £62.99, not including post lasted ten minutes. Sub standard goods.

Thumbnail of user diogom9
1 review
1 helpful vote
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March 15th, 2022

The worst retail experience I have ever had.
Product out of stock, being wrongly advertised as available in their website, shocking call centre staff, rude and dismissive, left me on hold for 30 minutes. Completely lost track of my order, all information about delivery was wrong, then when I finally received the product it is hardly worth the extortionate amount of money that it cost me.
And while trying to complain, I'm ignored no reply to emails whatsoever. When I finally get through to the web chat team I am told I can take a voucher? Like I want to do business with you ever again? Take your money elsewhere folks, it's as good as lost with this company and saves you the hassle.

Tip for consumers:
Just avoid it

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Thumbnail of user jennifers408
1 review
1 helpful vote
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July 29th, 2017

Please heed the reviews of others too. Do not buy from this company. I ordered chairs with a 4-6 weeks delivery time. 11 weeks on and I still haven't received them. I have phoned and emailed several times asking for my money back but no reply. Very annoyed. My next step is to raise a court action against them. Can't see any other way of getting my hard earned money returned.

Thumbnail of user chrisj94
1 review
5 helpful votes
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December 7th, 2015

Ordered 4 item set for bedroom wardrobe and chest arrived both with missing part, x2 bedside chests never arrived after numerous e. Mails to customer service all i got was we will sort it out and get back to you, never did so asked for a partial refund, twice was told this had been arranged, never done. As i paid through Paypal ask them to help and within a week had my refund. By the way items were ordered on 1st October 2015. And has taken until Dec. 5th to get this sorted. Will never order from World store again, worst customer experience i have ever had.

Thumbnail of user alexc43
1 review
2 helpful votes
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September 16th, 2013

I ordered a mattress from these people 3 weeks ago and I am still waiting. Their help line is useless (hopelessly under staffed with 30 minute wait times) and they take two or three days to respond to emails. The original problem (mattress returned by courier because it was received damaged) was possibly not their fault but being completely unable to respond when something does go wrong is their fault. My advice is to avoid this company unless you don't mind waiting a very long time for things to arrive.

Thumbnail of user debbiec122
1 review
0 helpful votes
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August 3rd, 2017

Bed broke after five days leaving child with nowhere to sleep. Have spent a total of 2 hours on hold trying to get through on the phone over the last two days (although if I telephone sales it is answered in less than a minute!). Don't reply to E mails. Shocking customer services!

Thumbnail of user nikkic26
1 review
1 helpful vote
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June 24th, 2016

Three weeks after placing an order and taking my money and approximately 20 phone calls, emails, messages through facebook page i still have not received my order!.
Requests to speak to a manager fall on deaf ear's. Phone operators all use the same old patter to fob you off in the hope that you will give up and go away. How trading standards have not stopped this company from trading i do not know. When i am reminded by the operators that all my phone conversations are recorded i now reply with "good because maybe you could listen back to them as you clearly don't get what i am saying to you even though i have said it about 20 times". I would never recommend anyone purchase anything off of this site and would highly recommend you avoid it at all cost.

Thumbnail of user harshitr3
1 review
1 helpful vote
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January 31st, 2018

Not sure if all this negative feedback has made them improve. I want to commend Worldstores on their returns process. Received a damaged item from them which was disappointing but the ease of return has left a good impression. They gave a collection schedule 4 days after I reported the problem. Collection people arrived on the day. Money including delivery fee was back in Paypal account within 1 hr of the item being collected. I may still order from them in future.

Thumbnail of user davidh187
1 review
2 helpful votes
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December 9th, 2014

I ordered a duvet on Thursday 4th. December which was to be delivered on Monday 8th. No sign of this so far, 9th December. Customer service number is an answering machine run by O2. No one available to answer. Another number seems to be disconnected. Their delivery contractors are just as mysterious. In general A BUNCH OF COWBOYS. Any good reports on them were probably submitted by themselves.

David Hall

Thumbnail of user teresag41
1 review
4 helpful votes
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December 30th, 2016

I searched for a long time for a mattress of good quality. Different websites... decided on bedroom world. Ordered my exspensive mattress at 1pm, on line(cant do shops)... Then i read the reviews, thats it i thought, lost my money! No delivery! BUT i had my delivery at 7.20 am the next morning! So pleased and was the correct mattress, pleasant delivery men too, sorry it was so early they said, not me! I would have been very anxious all day! Well done world stores. Dont know what went wrong with the terrible reviews!?!...

Thumbnail of user terenceo4
16 reviews
9 helpful votes
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October 4th, 2016

A first rate service bought an Actifryer from here even had a return postage if not satisfactory This was also a lot cheaper at £99.99 than anywhere else would definitely recommend this store

Thumbnail of user honestreviews.
3 reviews
5 helpful votes
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November 1st, 2022

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.

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From the business

Welcome to Dunelm, the UK's leading home furnishing retailers. Shop for bedding, curtains, furniture, beds and mattresses today at Dunelm.

Company Representative

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Agnes K.
Typically does not respond to reviews

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