• Dunelm

Dunelm

Write a Review

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 294th 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
See all photos
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)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (106) delivery date (28) world stores (21) trading standards (14)
Thumbnail of user geoffl5
1 review
4 helpful votes
  • Send Message
December 6th, 2015

I ordered a door from Worldstores which they claimed to have in stock. The chosen delivery date arrived but all I received was an anonymous text message from the courier stating that there was 'a problem with our carrier network. Your local delivery depot will be in touch to book a new delivery date with you'. The carrier never got in touch and I have subsequently learned that Worldstores use their own delivery company. After many hours wasted on the phone to endless hapless customer service representatives, all claiming that the 'delivery team' would be in touch, I never heard from them. After a week of this, I requested a full refund, which they said they would grant. Three weeks later, I am yet to receive this and going through a paypal claim. This appears to be the way in which Worldstores operate. They are a useless, incompetent company with absolutely no respect for their customers. I urge anyone thinking of buying from them to explore any other option.

Thumbnail of user bevh12
1 review
4 helpful votes
  • Send Message
January 14th, 2017

The drawers i purchased are themselves very nice, appearing of good quality, however, they were delivered without assembly instructions. I emailed the company asking for them to be posted or emailed but got no reply. Due to the fact there were many parts involved and me not having a clue where to start, I was forced to employ someone to put the drawers together for me.
You are also required to be home when the item is delivered as it won't be left without a signature. However, I was already at work when I received a text informing me it would be delivered that day, leaving me opportunity to make arrangements.
Due to the poor customer service I won't be using this company again and don't recommend them.
I have tried several times to leave a review on the company website but it won't allow me to do so. I suspect this option has been disabled.

Thumbnail of user sophieh19
1 review
2 helpful votes
  • Send Message
February 23rd, 2016

2 faulty beds, now waiting for a refund, it has been 3 months since we instigated the process, bed was finally picked up after 2 months and now one month later still waiting for our money back! Disgraceful service.

Thumbnail of user carolm138
1 review
3 helpful votes
  • Send Message
June 15th, 2016

Ordered something online, received email saying item dispatched for delivery, tracked order which stated out for delivery. Not delivered so rang customer service who informed me that the item had not left the supplier! Cancelled order and would not under any circumstances buy from them again.

Thumbnail of user me4146
1 review
1 helpful vote
  • Send Message
May 28th, 2013

The company like to advertise 'Next Day' delivery as a selling point, however i think they struggle to understand the concept of what this means. After ordering a rabbit cage, in which i desperately needed after my rabbit's op, it didn't turn up... Surprise Surprise. Would definitely steer clear of this company!

Thumbnail of user juliei5
1 review
4 helpful votes
  • Send Message
May 17th, 2016

9 weeks in on an item with a supposed 1-2 week lead time. I have had empty promises, lies on delivery dates, no responses to my queries/calls. This is undoubtedly the most horrendous organisation I have ever had to deal with. Order an item from them at your peril.

Thumbnail of user elizabeths46
1 review
3 helpful votes
  • Send Message
November 21st, 2013

I bought a mattress from this awful business via their ebay site. It did not arrive. Customer service is a joke. I asked them why do they advertise a two day delivery backed up with an ebay badge? Their reply was " That's only on a good day "

Thumbnail of user jasonp89
1 review
2 helpful votes
  • Send Message
September 4th, 2016

Bought a bed from them last week for next day delivery. Bed came friday with half the bed being right. Made lots of calls until tuesday when I was promised a replacement for thursday. Nothing has come and been told it will be tomorrow. I will never deal with this company again.
Update friday came and gone still no bed. Asked for a refund and still waiting

Thumbnail of user philliph28
1 review
2 helpful votes
  • Send Message
October 10th, 2015

I ordered a sofa bed from this company and it was supposed to arrive on 3/10/15

When the delivery driver turned up he only had half of the sofa bed namely the arms section.

I sent the driver away and contacted customer services and after a forty five minute wait was told that it would arrive today 10/10/15.

Waited in all day and it didn't arrive so rang customer services again and was on hold for over an hour.

When i did get through and told them that i'd waited for over an hour and they just laughed down the phone at me.

I've found out that if you paid by visa you can contact your bank and if the item hasn't been delivered by thirty days the bank will refund you and they will pursue the company for the money.

I would advise everyone to follow this route because phoning them or emailing them is just a waste of time.

Thumbnail of user elaineg11
1 review
1 helpful vote
  • Send Message
November 19th, 2013

Ordered and payed for a bed frame from them it arrived but no fixings to put it together, after lengthy phone calls costing well over £10 and endless emails the correct bolts were never sent. When I asked for a full refund a van promptly arrived the next day to collect the bed. But after contacting watchdog they advised against handing over the bed until a refund was given. Now I have a useless bed frame and a loss of £240! BEWARE of this company they have no record of an address which is in breach of trading standards.

Thumbnail of user nicolad4
1 review
3 helpful votes
  • Send Message
June 1st, 2015

My 93 year old mother ordered a garden seat on 30 April. Except for the order acknowledgment and daily marketing emails she has received absolutely no other correspondence from Worldstores. I have tried to telephone them but gave up after listening to the recorded message for over ten minutes. Emails have only received a computer generated response.

I used them to buy a door and was pleased with the service so recommended my mother use them to buy the bench. A very big mistake. If I could give them no stars I would.

If anyone knows how to get a response from them I would be very grateful. I have a horrible feeling they have taken her money already.

Thumbnail of user ardeshira
3 reviews
17 helpful votes
  • Send Message
March 25th, 2018

I was unfortunate to order 3 wardrobes from this company. They arrive in awful conditions. One side of packaging was opened and the goods were in terrible conditions. Nobody with a bit of decency would deliver goods in this condition.
I contacted them and arranged a refund and collection. They gave me a date for collection. One person stayed at home the whole day nobody arrived and nobody even rang us. I waited to see if somebody will get in touch, but nobody did I contact them again they even were not apologizing. They are supposed to come to collect the goods another day, but I am not sure that they would come. They are an awful company with no sense of responsibilities

Thumbnail of user chriss762
1 review
1 helpful vote
  • Send Message
August 17th, 2017

I have had a bed delivered. The headboard was damaged 3 months later no replacement. Many phone calls made false promises made by Herther J, Jackie H and Ryan T. Stay away from this store as the don't like giving you refunds or supplying replacement parts. I have had three cases open for this issue. Got told that the headboard will be 10 days, then told it's not been ordered they criticised there own staff for not ordering it.
All I want is the headboard but due to the way the company are being this is why I'm putting up this review to WARN others of them.
I have emails and have emailed them time after time. My next step pending my last email Is to seek legal advise.
11/08/2017

Thumbnail of user brendaj40
1 review
3 helpful votes
  • Send Message
March 4th, 2017

After taking the payment twice, the memory foam matress was a shoddy product, within 2 weeks it had dipped badly both sides, hence rolling off the bed, after numerous calls and em, there insisted the matress is not faulty, so no refund or replacement, I may have thrown the money away as now need to purchase another matress, do not use this company!

Thumbnail of user andrewm86
1 review
1 helpful vote
  • Send Message
December 9th, 2013

Ordered a bed 9 days ago, my wife has been sleeping on the floor since we disposed of the other bed5 days ago(i have a chair). Can ring to buy and answered swiftly, nobody else will speak to us, sales, when questioned, are rude and arrogant, fob you off and lie as to what they (same person) have said previously. Still no bed. Currently my wife is on the fraud line with her bank. Seriously, do not deal with these con artists.

Thumbnail of user clairec65
2 reviews
1 helpful vote
  • Send Message
December 7th, 2017

Dunelm/Worldstores/Achica clearly hold their customers in very low regard: emails, PMs and contact via their various websites go unanswered. My Achica order is nearly 3 months overdue and they've had my money all that time. Even their CEO ignores me! I'm not giving up and suggest all posters here with similar stories email their anger to: *******@dunelm-mill.co.uk

Thumbnail of user romank28
1 review
3 helpful votes
  • Send Message
November 14th, 2015

Company from hell! I ordered bed and mattress with next day delivery when this did not arrive after 2 days i contacted them through email. I received an automated message about they are experiencing higher than usual enquieries from customers and that somebody should contact me within 2-5 days. The next day I received a response from customer service apologizing and refunding delivery charge. A new delivery date has been confirmed for 5 days later. Once again nothing arrived! Another email sent requesting full refund. This has been done the following day. Never ever will use this company again where they allow you to buy something they dont have and make you believe the goods have been dispatched to currier for delivery. Pack of lies!

Thumbnail of user iann17
1 review
2 helpful votes
  • Send Message
November 24th, 2016

What a waste of my time! Ordered a bed paid extra for Saturday delivery. Order arrived early morning upon inspection the headboard was damaged along with one of the side rails. Followed there instructions of take pictures and email them to us. To cut a long story short. It is finally taken three weeks of numerous phones calls, emails and tweets to get a replacement which arrived last night and to my surprise this too is damaged and to top it off the courier would not take the original one back so now I have two unsuitable beds. Still sleeping with my new mattress on the floor. I am left wondering how long its going to take to get my money back and for them the collect both beds. I have since placed a order elsewhere. Certainly wont be using Worldstores for any of my home products in future. BE WARNED!

Service
Value
Shipping
Returns
Quality
Thumbnail of user tanyad16
2 reviews
4 helpful votes
  • Send Message
September 9th, 2016

Website advertises one day delivery it took over a week for mattresses to arrive on three separate orders on three separate dates and only after having to chase it personally with the Courrier company.

Customer service rude basically blame you for all the problems not willing to assist and you end up having to do all the work yourself. Information given by the customer service incorrect and cannot be relied on, they will also refused to escalate a complaint.

Would never use this service would never recommend to anyone else either there are many other far more reliable services out there and better quality

This has cost me in the long run and don't expect to get reimbursed in full for extra costs incurred

Thumbnail of user petert62
1 review
3 helpful votes
  • Send Message
December 9th, 2014

We have just wasted a complete day waiting in for a delivery of 3 items of furniture from Worldstores and they havent turned up. Phoned customer services... totally unhelpful... said WE need to sort it out with the their courier... another bad company... XDP... no one answers the phone... just get recorded messages saying to leave postcode and "they will get back to us"... and surprise surprise they havent got back to us. We now have no idea when we will get our furniture... that we paid in full for on ordering and was assured it would be delivered today... They advertise next day delivery but after paying they informed us it would be 4 days! Steer well clear of this company. WE; LL NEVER BUY FROM THEM AGAIN

Thumbnail of user johnb360
1 review
2 helpful votes
  • Send Message
February 21st, 2015

At the moment, we are waiting for a mattress that was supposed to be arriving with the rest of the shop (including 2 beds and 2 mattresses), after paying next day delivery cost. They said it will arrive on Saturday without any extra charge and its 16:47PM with no signs of the delivery. When call the contact number, it went through to sales and the girl says that she can't help us as we need to wait for customer service line which will open on Monday. Then she said that she cannot track our order and when asked to speak to the supervisor, she said that her supervisor is unavailable. We are not at all happy with the customer service. It was our first time with world stores and I don't think we'll be coming back.

Service
Value
Shipping
Quality
Thumbnail of user kenb55
1 review
2 helpful votes
  • Send Message
August 11th, 2014

Useless, incompetent and do not trust them or believe what they tell you. I ordered a filing cabinet. The wrong one arrived. The replacement was damaged, so I gave up and asked for a refund. Three to five working days, they said, several times and so far it is three to five working weeks and so far no refund. I have waited in all day today for them to collect the damaged item, as promised, so far no one has arrived to collect it. It did not cost a lot, less than a hundred pounds, but I am tempted to take legal action.

Thumbnail of user magsw3
2 reviews
0 helpful votes
  • Send Message
March 25th, 2023

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

Thumbnail of user chrisw226
1 review
5 helpful votes
  • Send Message
January 24th, 2017

To long and depressing to write, but surfice to say the worst retail experience of our life, went on for months customer service neither know nor care, left Christmas Day with no table, got a refund in the end but omg the stress avoid...

Thumbnail of user kumarn
1 review
2 helpful votes
  • Send Message
November 13th, 2013

This is a dodgy fake company. Please stay away from them. So many people are already got cheated. Unfortunately I am one among them. Ordered a sofa which never arrived. Now I am waiting so long for a refund. Cursing myself for making a grave mistake by dealing with a fake company without reading those volumes of negative reviews. Please stay away!

Sitejabber for Business

Gain trust and grow your business with customer reviews.

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

Thumbnail of user agnesk1
Agnes K.
Typically does not respond to reviews

How do I know I can trust these reviews about Dunelm?

  • Sitejabber’s mission is to increase online transparency for buyers and businesses
  • Sitejabber has helped over 200M buyers make better purchasing decisions online
  • Suspicious reviews are flagged by our algorithms, moderators, and community members
Have a question about Dunelm?