• Dunelm

Dunelm

Overview

Dunelm has a rating of 1.07 stars from 240 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 174th among Bedding sites.

  • Service
    32
  • Value
    24
  • Shipping
    27
  • Returns
    22
  • Quality
    20

This company does not typically respond to reviews

Positive reviews (last 12 months): 0%
Positive
0
Neutral
0
Negative
11
21
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What reviewers want you to know

Positive highlights

No positive highlights yet

Critical highlights

  • BE CAREFUL WHEN PURCHASING FROM THIS COMPANY - THE CUSTOMER SERVICE IS APPALLING!
  • I had to cancel the floor laying to accommodate new delivery dates which were not fulfilled.
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

“Disappointed”

Mr C.
1/25/24

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!

Reviews (240)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (105) delivery date (28) world stores (21) delivery company (9)
Thumbnail of user mrc396
1 review
0 helpful votes
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 chanq3
1 review
0 helpful votes
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 maddieb54
1 review
0 helpful votes
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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Value
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Thumbnail of user dimitark14
1 review
0 helpful votes
January 29th, 2024

Very bad company I will never shop there again! Dreadful customer service and return policy. Not to mention that the products have cheap feeling as well.

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Value
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Quality
Thumbnail of user steveb3419
1 review
1 helpful vote
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

Service
Value
Shipping
Returns
Quality
Thumbnail of user gjbarker
1 review
0 helpful votes
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 lj241
3 reviews
0 helpful votes
November 10th, 2023

I ordered some beautiful striped cotton sheets for both bedrooms. I've purchased these before from Dunelm and love them.
However, this time both (a double in one room and a king-size in another) came up ridiculously small. Totally unusable.

The first problem is you can't speak to a human by phone, you have to use a live chat service which is arduous and not good for older clients who prefer to speak to a human by phone so you can interact and have a proper conversation.

When I explained, they said they couldn't accept them back as returns for hygiene reasons (because I've laundered them).
I told them their policy says that items can be returned if Faulty. My items are faulty and therefore, I should be able to return them.

The guy asked me to provide proof of them being faulty BEFORE laundering?
I mean how ridiculous! I expected a double sheet and a king-size sheet to be fit for purpose and the right size as they are standard sizes. It would not occur to me to take photos in anticipation of them being too small so of course I have no proof. Also, isn't the proof simply in the fact that they are too small for my beds?!

Either they were just simply too small. Or they shrunk so significantly in the wash that that would have rendered them useless on first wash anyway. Regardless, they are not fit for purpose.

It's so disappointing to receive faulty items and then to have to go through the palava of trying to sort out a return or replacement with a representative who basically won't take any responsibility and doesn't even attempt to be a bit reasonable is just so upsetting.

People don't complain for fun, it's annoying and time-consuming.

I had a £300 order ready to place for some home furnishings etc and now I literally cannot bring myself to buy from Dunelm again, given how they treat their customers. I'm £45 out of pocket now due to their faulty goods, yet they've effectively blamed me for damaging the items simply by washing them. A double-whammy of disappointment and basically cheating of customers out of their hard-earned cash by selling faulty goods and then making it impossible to get any recompense for the problem they caused.

Disgusting treatment of repeat customers. Will not by from them again. Shame on you Dunelm, do better.

UPDATE: A lady from Dunelm did reach out after seeing my 1 star review on Trustpilot. She was friendly enough on a superficial level but took up half an hour of my time, asking various questions and discussing the situation. It was a weird conversation in that it felt like she was sort of helping but yet also felt like an empty gesture just to give the appearance of helping. There was no urgency or keeness to resolve the matter and some of what she said just felt like unnecessary however, she promised to get back to me within 24 to 48 hours. It's now 4 days later so, I can confirm my original review is accurate, or perhaps I now feel even more let down. They don't care about their customers on initial contact and are also pretty flakey even if they do call you back after leaving a poor review to "supposedly" help resolve your complaint. That's actually worse than just being rubbish in the first place because they've now strung me along, fobbed me off and wasted even more of my time.

This is particularly weird since I have 2 emails in my inbox requesting my customer experience feedback. Another big company who are flippant with their accountability and think it's acceptable to mess people around like this. Disgusting.

In addition, if they have no concern or shame then please see for yourself their supposed "28cm deep"Hotel Cotton Double Fitted Sheet on my 20cm deep double bed in the attached photos...

Products used:
I could only use the pillowcases. Both bed sheets were unusable.

Thumbnail of user adamw1301
1 review
1 helpful vote
November 15th, 2023

I took a quilt back but I didn't have a receipt. As I was buying another, more expensive quilt, I didn't think there'd be much of a problem. How wrong was I? I was made to stand like a naughty schoolboy whilst 'the manager' looked through the till rolls only to be told there'd been a 'system error' and that I'd have to come back another day (I'm in my 9th year of Parkinson's). Customer Service told me to write to the manager of the Erdington Store, and ask him to complete the audit and then ring me up. I never heard from him or them again. I wrote to the CEO asking if he could involve himself. I didn't hear back from him. A lousy organisation from top to bottom. I only hope that people will continue to shop on the internet and will eventually see no need for Dunelm.

Service
Returns
Thumbnail of user magsw3
2 reviews
0 helpful votes
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 danielf329
1 review
1 helpful vote
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.

Service
Value
Shipping
Returns
Quality
Thumbnail of user honestreviews.
3 reviews
5 helpful votes
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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Thumbnail of user anniec334
1 review
0 helpful votes
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

Service
Value
Shipping
Returns
Quality
Thumbnail of user lindab4082
1 review
0 helpful votes
March 31st, 2022

Ordered the Toulouse dressing table and bedside table. Unbelievable when opened box the dressing table was in bits. I believe (as does everyone else who saw it) that it had been smashed up with a hammer put back in box and sent out. Mirror smashed to pieces, legs of stool smashed up. Why was this not checked before it was delivered? Too much damage to have been dropped or done in transit. Bedside table (in separate box also damaged) Had to take another day off work to await delivery for them to collect and replace. No acknowledgement whatsoever from dunelms! Not acceptable!

Thumbnail of user harshitr3
1 review
1 helpful vote
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 christinem2644
1 review
0 helpful votes
January 29th, 2023

Bought a sofa and armchair at the same time and on same order number. Sofa is now faulty and although they have agreed to a refund for the sofa they are refusing to collect and refund the chair and as chair not faulty. I pointed out that I would not have purchased one without the other but they still refuse. I am now stuck with a chair which will not match any new sofa.

Service
Returns
Quality
Thumbnail of user claired312
1 review
0 helpful votes
May 6th, 2023

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?

Service
Value
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Thumbnail of user ohm
1 review
0 helpful votes
March 28th, 2022

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!

Service
Shipping
Returns
Thumbnail of user burchardw
1 review
0 helpful votes
June 15th, 2017

I have this Consignment box witch i deposited in a security diplomat company,. That i want someone to receive on my behave,... Contact me for proper information,.

Thumbnail of user lyndag197
1 review
2 helpful votes
December 5th, 2022

I ordered four dining chairs more than a week ago and was given a delivery date and tracking number. I couldn't track delivery. Why give you a tracking number when there is no possibility of tracking! Chairs should have been delivered 7th December. Today, the 5th I have an abrupt email informing me they're out of stock and the order is cancelled.
Back to the internet to find more chairs to be delivered before Christmas.
Poor service.
I won't buy anything from Dunelm again.

Tip for consumers:
Don't use Dunelm unless you go into the shop and have the goods in your hand.

Products used:
None. they cancelled the order.

Service
Shipping
Thumbnail of user suzannep506
1 review
2 helpful votes
August 21st, 2023

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.

Thumbnail of user diogom9
1 review
1 helpful vote
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

Service
Value
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Quality
Thumbnail of user johns1805
13 reviews
14 helpful votes
January 17th, 2018

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.

Thumbnail of user mikeb2789
1 review
0 helpful votes
August 1st, 2022

Dunelm don't care about customers
Ordered a large item for delivery today.
Just chased as item not showing on DHL, oh we have a problem. Check back in a few days!
Taken the day off work at my expense, their answer is to cancel the order.

GREAT CUSTOMER SERVICE

Products used:
Never received anything

Service
Thumbnail of user jackg784
1 review
0 helpful votes
July 8th, 2022
Verified purchase

We ordered matching wardrobes and a chest of drawers. The delivery drivers were completely bamboozled by the invoice which said their were "2 items" so they tried to give us 2 boxes. I noticed one of the boxes said "1 of 3" and told them there must be one missing and they gave me that one.

After opening the boxes I realised they had still only given me the wardrobe. They didn't understand the difference between a number of boxes and a number of items. This information must be on every order they deliver, so I don't understand how they could possibly be doing their job. Do they deliver part of every item that is across multiple boxes?

We got in touch with Dunelm and the delivery organisation to complain. They insisted the item had been delivered.

We did our own investigation and sent them information on the dimensions of boxes, our photos of the delivered boxes (all the wrong way up).

They also had a photo of the delivered boxes that they refused to show us.

Most of our messages throughout this process were completely ignored, we received no response to inform us what, if any, investigation was taking place.

The only responses we got were that the item had been delivered, they didn't even ask the delivery drivers if they had a box left at the end of the day, they just accused us of lying.

Eventually, we were informed they had "found" our "missing item". They wouldn't give us any information on what delivery drivers do when there is a box in their van at the end of the day
With a customer's address and order number on it.

I suspect they just dump them, because the chest of drawers we received was so badly damaged that when I took the drawers out for the first time it fell apart such that I can't put the drawers back in.

Dunelm have taken so long (over a month) to make a complete mess of this process, that now there are no more in stock.

It is a matching set with the wardrobe that actually did arrive. Obviously we would not have bought either of these products if we knew we wouldn't get the complete set.

Honestly I think these people must be making a concerted effort to do their job badly.
It would be far less hassle for them to behave in a reasonable manner, re-deliver items that they forgot to deliver and have all the details of how to re-deliver,
Talk to other departments rather than just trying to fob customers off without any kind of investigation.

They made no attempt to correct any of their mistakes, they don't care if customers are satisfied or not.

They offered us a discount to keep the completely ruined furniture, which is laughable.

It isn't convenient for me to have large shattered pieces of wood blocking up my hallway,
But I have to keep it here for them to come and pick it up and give me a refund. I don't know why they want to transport these broken pieces of wood across the UK before putting them in the bin,
It is clear from the pictures that they will not be able to repair this unit. Their main intention is to make it as inconvenient as possible for me to get my money back.

They made no attempt to organise a replacement, only made it clear that if it ever comes back in stock it will be more expensive.

We now have to try and find a suitable chest of drawers from another supplier and order it, something that we spent considerable time on 2 months ago. We still don't have anywhere to put our clothes away in our new house.

I will never buy anything from Dunlem again. They have some nice furniture, but their processes are a complete shambles and they have somehow managed to hire a workforce of people who are fine with making a mess of every task and disappointing people 8 hours a day. It must be soul destroying to be so profoundly useless on a daily basis, and this gives me some consolation.

Thumbnail of user dianec55
1 review
3 helpful votes
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.

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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

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

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240 reviews
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