Dunelm

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.

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.

Today they delivered a mass of broken bits. All they offer is a refund or replacement. They also refuse to collect the broken bits. What do I do with a load of smashed ceramics?

I have bought alot of things over the years at Dunelm. Recently I took something back and they gave me a £30 voucher to use again online. I never received one of the items in time so cancelled the vitreous enamel tray which was prices at £18.00 in store. When I got through to them by online chat, they told me that my refund for the 18.00 tray would be £10.00 voucher and £1.65 to my account. I asked them where the other £6.35 went and they told me they were sorry but that they could only give me £10.00 voucher back to use online and the £1.65 to my bank account. Does this make any sense? I don't know of any store in the whole of the UK that penalises people for cancelling something that they never received. I will use the voucher online and after that I will NEVER NEVER step in a Dunelm again. They are making profits from orders that were never sent out to people. They are also the slowest company I have ever dealt with for receiving orders. I would not even give them one star now. After this, all orders will be to other companies like Marks and Spencer or John Lewis who are reputable.

Avoid, avoid!

When my mattress failed and caused me severe back pain I ordered a new back care mattress from Mattress World (a WorldStores subsidiary). The primary reason for ordering from them was that it would be delivered next day.

IT WASN'T. When challenged they said they would deliver a further 4 days later. No amount of speaking, asking etc. could change their mind. It had to be delivered by a 2-person crew and they didn't work on weekends!

A competitor delivered next day (Saturday) before 10h00 - by a single person crew who was most helpful and friendly!

I have cancelled my order, raised a dispute with my credit card company against WorldStores am busy pursuing WorldStores for compensation as is my right under consumer and distance selling legislation.

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.

Ordered a four door, two mirrored wardrobe unit before Christmas which arrived promptly. It was taken upstairs to the bedroom (so far so good) and that's where it ends! My husband bolted two half's together and noticed a fairly obvious scratch on one of the mirrors, then further damage noticed to the piece that goes on top. I immediately contacted worldstores who said they would send out replacement parts. The replacement parts arrived within a few days but were also damaged. I contacted customer service again and more replacement parts were sent, and yes these were damaged as well and the replacement mirrored door had no mirror and was the wrong size. I now have 4 damaged tops and two damaged doors and an incomplete set of wardrobes which cannot be used. I am now in the process of trying to get my money back and the wardrobes collected. This means my daughter will be without bedroom furniture for several weeks. DO NOT GET INVOLVED WITH THIS COMPANY

Keep well away at all costs! Ordered a bed and paid for next day delivery which was a saturday got a phone call from driver at 5.20pm they only had part of the order I refused to accept, got a phone call Sunday morning at 7am saying they would be here in 20 minutes, they turned up with the bit I had refused the day before! Fully expected the rest to come on Monday, oh no despite two separate drivers knowing the order was incomplete the missing bit not put on van for delivery for Monday, took an age to get through to customer services who were a complete joke the company needs investigating and closed down. I'm still sleeping on floor...

Do not buy from this company! Kept sending me fabricated consignment numbers and delivery times despite the item being out of stock so I was repeatedly kept waiting for no reason. Outright liars. Awful company. Was offered 10% off my next purchase as 'compensation' for having to wait repeatedly (and what would have been indefinatley if I hadnt of chased it up myself) and now having to wait upto 10 days for a refund! As if I am going to be stupid enough to order from them again!

I ordered a bed and headboard from Bedroomworld on 18th May, whilst I was in hospital after an operation. I needed this bed because a would be unable to us stairs for eight weeks. The bed was delivered to my flat the following day, "Good Service" I thought, but minus the headboard. For the past seven weeks I have been sending numerous emails, regarding this missing headboard and receiving replies promising different days for delivery, they even admitted they had lost it, but no headboard. This group of companies are sharks, they deliver part of an order with no intention of completing the order, and not refunding your payments. They should be investigated by the police, and exposed on Watchdog Live on BBC 1.

Honestly I would not give 1 star - ordered mattress for delivery on day of choice - Wednesday. Worldstore sent confirmation so took day off then courier contacted to say they would be delivering Thursday so rearranged my shifts- not easy in NHS so I could be home. Wednesday night courier rang to say mattress was not at the depot yet so would contact me. Phoned worldstores customer services who said they would contact courier. No contact from anyone rest of week or weekend so phoned customer services again on Monday who told me they will e mail courier again. I asked if they could not telephone them direct and they said they had no contact numbers!. Contacted courier myself via the message they left me and courier said they had not received the mattress from Worldstores. Cancelled order immediately but by then Worldstores had had my money for 10 days then took another week to refund. Disgusting customer service - avoid at all costs any of the companies connected to Worldstores

I ordered a bedframe and a mattress 2 weeks ago, the bedframe came without a mattress, which is obviously not good for me! I have been trying to get hold of this company since the delivery date to ask whats going on, they keep telling me they would check with the courier and call me back, of course no one did. Then I get a text message saying that the mattress is with the courier and will be delivered today, it wasnt. I have spent hours on the phone trying to get hold of them and sent numerous emails, nothing! I just need my money back, I will never be using or recommending this company to anyone! STAY AWAY!

Discovered 1st wardrobe was damaged after 1 hour of construction! Eventually customer services dealt with it and arranged a collection and distribution of another! Collection company wouldn't take original as wasn't packaged which they were informed about prior to collection! New one arrived and that was damaged too! Eventually both collected and now 10 days later I still haven't had a refund! Was told it would take a maximum 5 days! Now classed as theft! Steer well clear of Worldstores!

I ordered two single mattresses three weeks ago. My wife, who was at home at the time of delivery, expected the driver to deliver the two items to our flat on the 2nd floor of the building. The driver called her to come down, however, as soon as my wife signed the delivery sheet, the driver in question dumped the two mattresses outside the building and refused to help taking the heavy furniture to our floor, shouting "we don't do the stairs my friend". My wife begged him to help as she suffers from chronic back pain and she struggles to lift small items, let alone two heavy mattresses. We are really angry and shocked about the level of indifference, lack of professionalism and poor customer service shown by the man in question. Normally all our orders to other companies including furniture items are usually delivered to our flat door, if not inside the flat itself.
I sent a complaint the day after, however I haven't received any response so far.

Been a regular customer for years, but had my eyes opened when I complained about a product.
Purchased a 5 piece Sabatier Knife Set from Dunelm, which had a 25 yr Guarantee. Tried contacting Dunelm, about the knives which were showing signs of cracking on the handles after 10 months use.

5 phone calls and 2 emails later, they informed me that it was not their problem, products only covered for 12months, and to contact Sabatier direct, they were not interested. Not their problem after 12months.?

I contacted Sabatier UK who were very helpful but they pointed out that there were 7 suppliers of Sabatier. Past this back onto Dunelm who thought the supplier might be Judges. I expressed my disgust, only to be told again their guarantee is for 12 months only, and they thought they had tried to help. This really was a laugh. Just lost a customer for good.

Worldstores are pathetic incompetent liars. Avoid them like the plague.

I ordered a shed from their website on 18 April. On the website it said 1-2 weeks delivery. I had not heard anything about a delivery date and it was getting close to the two week point, so I sent them a message. They replied defensively saying it was not yet two weeks. I wrote back and said I needed the shed urgently and if it was not delivered by 4 May (2 weeks and 2 days after I ordered) I would escalate my complaint.

So they did deliver it on 4 May, but they did not include a door! When I complained, they asked for photographic evidence. So I sent them two photos of the doorless shed. I have e-mailed them several more times and got bland useless replies. It is now 11 May and I still have no door.

These people are useless -- do not waste your money on them.