DunelmReviews 68

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

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.

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.

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.

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

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.

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.

The mirror I had ordered arrived broken in half. Customer service is arranging the collection since 10 days, I am stuck at home already third time, waiting for someone to collect it and with no result. Wasted time and money. Avoid!

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.

Awful. Do not order from this company. Open one box and stated assembly. Lots of chips, dents, scratches etc. Used their website to arrange a refund and collection. Still not received a reply or acknowledgement of my email 5 days later. Terrible quality and even worse customer service. Called their helpline took them over 35 minutes to answer. To be told that I need to reply to an email and they would get back to me when they are next in the area for collection and a refund. Not good enough!

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

We ordered rather an expensive 6 seater dining set from them. My husband received a text message confirming the delivery of the order on Wednesday, straight after that another text that we shouldn't be waiting for it because it isn't coming. This was in the evening when he already arranged taking a day off work.
The order did arrive on Thursday but to his surprise only 2 chairs were delivered instead of 6. After spending 45 min on hold trying to get through to the customer service, he was told by the agent that the order shows as delivered (!) and she isn't sure why only 2 chairs arrived. Well, how were we supposed to know?!? He arranged another delivery for this Saturday. As we didn't know when the order would come, we couldn't make any plans for the day.
Today, the driver turned up with only 2 chairs not 4! He was rather rude, kept saying he doesn't have 2 boxes only one and pushed us into accepting and signing for the delivery - why was there no option as signing for it as incomplete/damaged? He drove off.
I then rang World Stores, spent 30 min on hold and the call didn't lead anywhere. The agent said that the delivery is showing 1 parcel out of 1 (yes, I know this, I was present at the delivery) and said she can't do anything because customer services are not in over the weekend. Whose customer services?!? Do they have multiple customer service departments or what?
I demanded a compensation, she said she can't talk to me because I'm not an account holder.
I then requested a phone call not an email from their customer service manager, she said they can't call me because I'm not an account holder. I then asked the manager to ring my husband, I was turned down again.
I asked for the name of the manager, I was yet again turned down as she said that she doesn't know who will be working next week!
The the agent refused to give me her full name saying "I'm not obliged to do so"
After 2 deliveries we still haven't received everything so will need to take another day off work and frankly, I'm expecting more issues to happen.
Their customer service is absolutely disgusting, this was our first order and definitely the last one and I will be discouraging all our friends and family from shopping with them.
The sooner they go bust, the better!

Placed an order with worldstores for a duvet set on the 9/9/17. Emailed after a few weeks as nothing came, and the delivery couriers said they had never received the parcel. Tried to contact their customer services numerous times but could never get an aswer. Finally got through on the 28/9 and got the item re ordered because apparently it had been lost in transit. The lady said it would be 3-5 days. Then on the 6th day I received a text, saying not to wait in as my order would not be coming and they would call me tomorrow. Had no explanation why and contact from them since. It is now the 4/10 and been nearly 4 weeks since I placed the first order. Now trying to get hold of them for a refund and cannot get through again. Been on hold for hour! NEVER PLACE AN ORDER THROUGH THIS COMPANY!

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.