Dunelm Reviews

I purchased a star shape light shade recently from the Yeovil store and on fitting it I realised that I couldn’t get my hand inside to fix the light bulb once the shade was screwed into place. It was very difficult to try and attach it to the light bulb fitting too and I needed extra hands unfortunately.

I could write for hours about this issue ... but in a nutshell, Dunelm Customer Services are totally incompetent, they fail to communicate with their suppliers and service contractors and their internal procedures make no sense. They have no empathy or desire to help the Customer and their communication is poor and the give you false promises and contradictory information and courses of action depending who you deal with.

Totally shocking.

The Bed we purchased has a design issue which means it is not safe. It also had several quality issues and poor workmanship / production. Ive sent photos as requested and the issue is still not sorted after over 4 months and nothing concrete on the horizon.

To be honest, I am embarrassed for them

What the title says. Ordered a £200+ piece of furniture. It arrived broken and unusable. I tried to call customer service but was stuck on hold for ages, so decided to try live chat instead. The live chat guy I spoke to said he'd organised for the item to be collected in a weeks time, which wasn't ideal as it was a bulky item that then had to sit in my kitchen for days. On the day of the supposed collection, no one came and no contact was made by Dunelm. I sent a request to be contacted through the online form (still waiting to hear back 5 days later...) and also called customer service again. Finally got through and they organised collection. Item is now gone after nearly two weeks, but I've had no confirmation that it's been returned or any updates on a refund. Terrible experience all in all, definitely won't order online again.

Disgusting attitude from customer service. I found Stuart H rude. Every question I asked was met by a rude response. “I don’t do this” and “I don’t do that”. Don’t buy from here. The item turned up with a dirty mark. I was trying to raise a home collection and asked for a time and date. I suggest training as this advisor has no idea how to deal with anyone. Appalling I will be complaining.

As always Wisbech Dunelm store was great. Only had time to pick up a very easily ordered click and collect item as on my way to work but the staff as always were very helpful and friendly. I wish I'd left home earlier so I could have had a look around as it was so inviting. Will soon as the quality of everything is always good.

When I arrived to collect the items they were damaged. All the remaining stock of both items were also damaged so I chose the same but different coloured items and had to pay again and wait up to seven days for the refund.
Not Happy Should have been checked before telling me to Collect

The guy in the till was so unhelpful. Refused to sell me the curtains at the price that was on the label, did not even try to help. Just refused.

Excellent collection process, goods quality as expected.

I had a terrible experience in your Slough store today, I been there twice in this scorching hot weather with a small baby, I tried to exchange not with anything else but same item as it was a gift, I couldn’t get ask the person for gift receipt who gifted as they were from abroad. They clock had very visible scratches. When I went to the store at 930am the store staff bombarded me with get the receipt give the receipt no exchange without the receipt, they got the manager who kept repeating the same. I didn’t get a chance to tell them look it has scratches. I went to speak to customer services they told me to go back and speak to Annette and they will exchange it for me. I went back and was told to go get a receipt as I didn’t tell them in first place it was faulty item. I was very upset for going up and down with very baby. I go to Slough store often I have made over £600 purchases this year. I was made to feel like I am a thief . They told me it is the store policy but the item is faulty. All I want is an exchange for my rights the product is faulty in full packaging with Dunelm written all over it. I have been going to that store since last few years and this is how they treat me by blaming and humiliating me. I have right to return faulty item without a receipt when the product is in full intact packaging. I want you to sort this out as I took time off to visit the store twice and waste all my morning going back twice I also spoke with customer services. Please advise and help or provide me contact details to take my complaint higher . They made me cry as it was humiliating experience. I can never face going to that store again it was embarrassing.

Love Dunelm. Always great bargains and crazy low prices.

I ordered a table and 4 chairs from Dunelm. The items were damaged and after sending pictures of the faulty chairs and table Dunelm agreed to take the items back. I have taken a number of days off work and the table has not been collected due to ongoing issues with the courier. Dunelm promise each time it will be collected and it has not been. They have told me I cannot have a refund until the items are returned - yet theyhave not been able to send a courier. I have spent hours on the phone (it is a difficult and lengthy process to get through) and there is still no solution. Customer service is not helpful. Think very carefully before you order.

Clean & Tidy Shop & smart & Efficient Staff.

Visited the Shore Road outlet on the evening of 18th July and was assisted by Meabh who went above and beyond to help me find what I was looking for despite my persistent questioning and various requests. I cannot praise both she and her Manager Michelle for serving this grumpy old man completely unfazed, with a cheerful disposition and smile despite very obviously being busy with other tasks.
In general customers are quick to complain and slow to praise, but in this instance, credit where it is due - well done and thank you Meabh and Michelle, you are a credit to Dunelm.

went in for a fan they only had a display one left but thanks to the gentleman who worked there he sorted it so i could have it,very helpfull.

I’ve been buying firm feather comfort zone pillows from Dunelm for many years and they’ve been the best pillows I’ve ever had…until my last recent order of 4 new ones, which seemed to have only half the filling as usual, making them a soft pillow, not firm and no support for my neck. I used their messaging app and Hannah W couldn’t be more disinterested and replied “it’s a comfort perception thing and not a fault”. When I said I wanted to take this further I got a ‘ok have a nice day’ and then nothing. This is the first time I’ve complained about a product from Dunelm, I will not be buying anything else from there as they clearly don’t care