• 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 294th among Bedding sites.

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

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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 tracym46
10 reviews
454 helpful votes
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January 19th, 2015

Please beware of this site, i ordered something 6 weeks ago and they took my money but order still says not yet sent, they have ignored all my emails and i just cannot get my money back, please do not loose your money like i did, avoid like the plague.
I am contacting trading standards now so hope they get shut down.

Thumbnail of user phillipm25
1 review
1 helpful vote
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June 21st, 2013

I can't be bothered to go in to all of the detail as to why this company is so poor but been waiting nearly and month for a table top (received the chairs and table legs). When you order a dining room set the table top is quite important but they can't seem to supply one. They've tried twice (both damaged) and next one was promised for tomorrow but they couldn't organise that and it will be sometime next week! A great help for people who work full time and who have already wasted 3 days waiting in previously. Joke company AVOID like the plague.

Thumbnail of user kamilem
1 review
0 helpful votes
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June 24th, 2018

The worst company ever! Highly advise to NEVER order from them.
Sent the wrong item FOUR times. We never received what we ordered. Promised a good will gesture for wasting time, but never carried through. Never even processed the refund for the item. No replies to emails. 3 months later had to get the money back through the trading standards. Again, DO NOT ORDER!

Thumbnail of user christ7710
1 review
0 helpful votes
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November 3rd, 2017

Just been told item is out of stock on day of delivery. I had to chase them as well to find this out. All I got was sorry. Now have to find a bed and mattress elsewhere and spend the next 5 days sleeping on the floor! Will never buy through bedroomworld or any worldstores company again.

Thumbnail of user jenniferk151
1 review
1 helpful vote
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October 27th, 2017

1 star is generous.
I spent 5 1 hour calls to them, due to being on hold for at least 50 minutes each time as they delivered half of a corner sofa in the wrong colour.
They gave 1 date to collect and re-deliver then told me the day before they couldn't do it so I selected another date.
At this point I didn't trust them so I called them again to double check and I was right, they had not even noted down the new date for collection and re-delivery.
I then got a confirmation email for the new date for collection and re-delivery after insisting the man sent this to me before I hung up.
Half an hour later I got an email saying the sofa was now out of stock!
I asked for a 50% refund to leave the sofa as it is as it was causing me so much stress, money on calling and time. They agreed but then didn't refund me until another 2,1 hour calls over the next couple of days.
I spent around 5 hours on hold to World Stores.
NEVER AGAIN.

Thumbnail of user fional15
1 review
2 helpful votes
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February 26th, 2016

Ordered double divan, driver turned up not getting the bed out of the van he said it was damaged he said they would send another. I contacted the company that day to be told someone would contact me in the next 24 hours, 5 days later still no phone call or replacement so I telephoned again and asked for a refund 5 days later still no refund rang them again to be told he would look into it. I have now set a dispute up with PayPal, Comapny wants closing down

Thumbnail of user philr36
1 review
2 helpful votes
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December 13th, 2016

They have now twice sent me the wrong item. They have no way apparently of contacting their delivery company, despite this being 2016 and everyone having mobile phones. I took 2 days off work, still have wrong item, they can't deliver or collect during week in evenings and won't give me a refund until they get wrong mattress back. So I have a mattress I can't sleep on, no means of getting it back to them and no money to buy a new one. Brilliant! To make matters worse, you can never get through on phones and when you eventually do, they cut you off. Please do not use them I don't want anyone else to have to suffer like I have.

Thumbnail of user jimminyw
1 review
3 helpful votes
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September 16th, 2015

Ordered furniture for the arrival of a new tenant. 2 Weeks on tenant's living out of a suitcase and I'm as embarrassed as ever cause the goods have not arrived. Couldn't contact cust support for a week as my order no. Was coming back as null and void. Eventually made contact with someone in India ( I think) who apologised but knew nothing of my order and couldn't track it. Have launched a paypal dispute and have to wait 20 days before initiating a refund...

Tip for consumers:
Buyer be very wary... alas

Service
Value
Shipping
Returns
Thumbnail of user sandrab7
1 review
4 helpful votes
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July 1st, 2011

I ordered a bed and mattress from Bedstore.co.uk which is part of worldstores they said next day delivery on the items! Took my money then never supplied the goods. They don't answer the phone or reply to e-mails apart from giving you a new ref. Number to use next time you contact them.

Thumbnail of user garye37
1 review
2 helpful votes
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November 16th, 2016

Ok if they get the order right and don't get me wrong they are quite capable of getting it right, you would never know how bad they are. If however you are as unfortunate as me to end up with the wrong product, God help you trying to get it changed, they make you jump through hoop after hoop wasting your time asking for photo's measurements, then you get some new customer service person and it starts again. Seriously avoid this company at all costs!

Thumbnail of user michaelj126
1 review
3 helpful votes
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October 16th, 2015

I would recommend anyone thinking of dealing with this company to avoid at all costs. Because there will be a lot of cost for no reward. I could bore you with my terrible experience or you could just read everyone elses poor reviews cause i experienced all the same $#*!. They should re-name the company Murphys Law. Because if something can go wrong I can 100% guarantee that it will go wrong.

Thumbnail of user paula768
2 reviews
3 helpful votes
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July 25th, 2016

The delivery did not arrive on Saturday (again)despite receiving notification on Friday at 17.10 it had been despatched. I was promised delivery on Saturday and told a call would be made 1 hr before delivery. Not only did the delivery not arrive but Worldstores did not even have the common decency to call to say there was problem.
My anger now is because Worldstores clearly operates based on dishonesty, lies and deceit. The website clearly states / indicates you have the product in stock, in your warehouse and they are available for next day delivery. This is a lie. I believe your website is operating under false representation and deceiving customers based on false promises.

My parents have now both stayed at home for 2 Saturdays ready to receive the promised delivery which did not arrive

Thumbnail of user db61
1 review
1 helpful vote
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February 14th, 2014

We purchased 2 beds on the 15th Jan, we placed an order over the phone. The order was placed with no problems and the good arrived as expected on the delivery date... however since arriving one of the foot boards have a missing "thread". I tried to contact customer after sales but unable to get through, so I used their website to report the issue. Eventually I received a reply by email, apologising and stating replacements threads would be sent for us to fix in ourselves ( for the screws)

The "threads" arrived but did not fit, so I replied to the email with this update. A few days later they replied could we measure the diameter of the hole.

I replied this was not our responsibility and could we have a replacement foot board or refund.

I have not heard anything. I have also used their website to report the damage a further 3 times and have tried to contact Customer service, just hanging on...

Thank you to everyone who has written on this website

Thumbnail of user rh1140
1 review
0 helpful votes
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May 22nd, 2017

I ordered a chest off draws and asked for it yo be delivered on a Monday so that my husband could receive it.
The chest off draws was delivered to the wrong address which I only found out after contacting them and then I was offered a refund for my delivery which I still haven't received as colleagues who work there dont communicate.
Chest off draws was delivered 2 days later by a guy who barely spoke English...
Very angry as I had to pay for the chest of draws to be delivered on a particular day.
Worst company to order from they make false promises and don't action them.

Thumbnail of user emmap32
1 review
4 helpful votes
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April 21st, 2016

I ordered two bar tables in white. They delivered ones which had a wood finish.

I called stating that I would need the white ones by the next day. After endless back and forth, via phone and email, I still don't have the tables I need for our event. Very disappointed.

Also, they were unable to transfer me to a manager, and the manager they promised would call me did not. Awful!

Thumbnail of user kirkw14
1 review
4 helpful votes
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August 3rd, 2015

Delivery was promised in 3-5 days, after 2 unanswered emails and 2 telephone calls the items arrived after 13 days. After seeing them we decided we didn't want them after all.
The Worldstores website promises "no quibble" returns, and that there may be a collection charge for unwanted items but "we will never charge you more than the cost to us".
I was charged £40.00 for the return of a small package. The customer service rep could not explain the cost but implied it related to the cost of the items ordered!

Thumbnail of user paulas17
1 review
4 helpful votes
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February 5th, 2014

Avoid at all costs. I wish I'd read the reviews before I placed an order with them. I did receive the goods, but they weren't as described. I have spent a whole week trying to call these people and when I finally get through, I get the usual rubbish that someone will call back, blah blah. Anyway, finally thought I'd made progress and they said they'd get their courier company to collect the goods and this so called courier company is just as bad - don't turn up and don't answer their phones.

Thumbnail of user gails43
1 review
3 helpful votes
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June 12th, 2015

My order should have arrived on 8/6-nothing, then 9/6-nothing etc including today 12/6. I have taken 5 days off and lost holiday because of WorldStores for... nothing but stress and cost in calls etc. I have emailed xdp (their delivery company) and spent ages waiting and eventually speaking to WorldStores, both of which have been useless in getting what I've paid for. AVOID.

Thumbnail of user mikiec
1 review
4 helpful votes
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November 7th, 2017

If I could give a lower score than one star I would. This is essentially a corrupt company especially now its been sold on to Dunhelm. The staff clearly dont care if you get your order or if you get your money back. The customer service telephone number you use just rings, that is because they are not answering the calls not because they are busy. Thank God i paid using PayPal at least I stand a chance of getting my money back. As this company has an obligation to provide the service or goods you have paid for and not bothered to do so then they are in breach of contract as a seller. Contact your card company or PayPal or citizens advice. There are people working within world stores who clearly do not care at all what happens to you or your money

Thumbnail of user karenn1314
1 review
0 helpful votes
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November 8th, 2022

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.

Thumbnail of user dominiqueg20
1 review
0 helpful votes
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September 7th, 2017

They lie - then don't answer, then lie again. Currently, they don't even take calls. Never come across a more unprofessional bunch of people. Amazed they're still in business. And i don't usually write reviews, but needed to find an outlet for my frustration

Thumbnail of user chrisr68
1 review
2 helpful votes
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March 30th, 2014

Whilst the product was fine the service was poor. It takes ages to get through on the phone. When you do the staff appear efficient and polite BUT I was twice told that I would hear firstly from the courier (The item was 4 weeks overdue) and second from the production manager of a garden box (The instructions provided were poor, no diagram and no list of what parts I should have). In both cases neither the courier OR the production manager bothered to contact me.

Thumbnail of user dianec55
1 review
3 helpful votes
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December 8th, 2015

Following my initial review of my experience with worldstores I can now say that after asking the delivery men for a contact number I was put in touch with a lady called Fran in Barnsley who was very helpful I am now in receipt of 2 new doors of the correct size. I love the doors they are great quality and look fab (premdor Monaco oak with glazed panel) So don't give up if you have any problems keep ringing keep emailing. Good luck.

Thumbnail of user cristinap6
1 review
2 helpful votes
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October 20th, 2015

Delivery of sofa delayed for over a month without reliable communication, multiple missed deliveries, arrived wrong size and return also a nightmare. Hands down the WORST company I have ever dealt with.

Thumbnail of user lucyd17
1 review
3 helpful votes
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November 10th, 2015

Truly terrible store in all respects. Before I made any purchase I was given an assurance by a manager that a certain pair of curtains matched the picture used to advertise them on the Worldstores website. This turned out to be untrue. I therefore had to return the curtains. This took weeks to achieve because Worldstores have a policy of ignoring emails and not answering the phone. Earlier on, I had made the mistake of making an inquiry about a potential replacement. After several attempts at this I finally got a reply. However, I could make no sense of it as it made no reference to the subject of my query. I finally managed to return the curtains on the 21st October. Following this, I was promised a refund within 5 days. It is now 10th November and I still haven't received my refund. I will be contacting the police if I don't receive it by tomorrow.

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

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Agnes K.
Typically does not respond to reviews

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