Dunelm

The issue that I have experienced was: I paid for next day delivery which did not arrive and there was no knowledge or information from either Dunhelm or DHL why! I contacted shockingly poor customer service who refunded my next day delivery cost but would not refund the cost of my order until they received it back from DHL. I was therefore left in a position of not having the money or the order while DHL have one aspect and Dunhelm have the other. Why on earth should I wait on a refund for an order I am not returning (which I accept would be the case if I was returning it myself) but which I have not received. I have been a long time customer of Dunhelm from quite a young age. I will not under any circumstances ever shop with them again either online or in store.
Eve

Worst company ever, worst experience ever. Paid nearly £1000 for a double mattress and 3 seater sofa. The money was taken out my account on 13th February with delivery date of 18th February. I got rid of old sofa and mattress in preparation. At 12pm on the day delivery was supposed to take place they tell me they sent it to the wrong depot. I have to wait until 21st Feb before mattress is delivered, no partial refund only a gift certificate. Not any good as I will never buy anything from this company again. Then on 22nd February when they are supposed to deliver my 3 seater sofa. They deliver a single chair. Now they refuse to give me my money back until they get the crappy chair back. So now I am putting it in my car and driving to the nearest store to try and get my money back today. They have not replying to any of my emails and now I have been stuck for a fortnight without any money back or any couch.

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.

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

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'.

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.

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!

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.

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.

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...

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.

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?

BE CAREFUL WHEN PURCHASING FROM THIS COMPANY - THE CUSTOMER SERVICE IS APPALLING! I bought a light cluster in 2019 and contacted Dunelm in 2020 (after the product was out of the year warranty) as one of the bubble balls had broken and I wanted the details of a replacement. They were very helpful and supplied me with a replacement which I wasn't expecting. Fast forward to 2023, and another ball has smashed as they are very delicate. Contacted customer services and it's a case of "Computer says no!". I have explained that I am not asking for them to replace the product or pay for the replacement but just to give me contact details of the supplier to which they have firmly said NO as it breaks their confidentially with the supplier? They have basically told me to go into store and look at the box (yes, product is still available to buy) and check if there are supplier details on or in the box? They are refusing to answer why this is an issue in 2023 but was an easy task in 2020. I have reiterated over and over again that I am not expecting them to replace the part or contact the supplier to order the part, but apparently they are bound by confidentiality to their supplier? What about their customers needs and rights? They advised that if the product was in warranty, they would replace the broken part but as it is not they won't do anything to help. I have questioned the GDPR aspect and advised that it is in place to protect people who do not want their information shared but as their manufacturer has supplied their goods to the general public for them to be purchased, in good faith, they are not looking for protection from the general public and this is the complete opposite scenario. I have also asked Dunelm to either contact the Company on my behalf or give the Company my details so I can speak to them direct...again, I am faced with a blank wall. I am unable to find the Company direct on line and should be able to go through the company I bought the product from for their details. Furthermore, customers should be able to obtain parts for products that are out of warranty instead of being forced to purchase a whole item just for one part of it. They will not send me details of how to escalate to a higher department, just telling me to go online! I find this utterly ludicrous and will be escalating the issue further and warning others of this and that there is NO customer service in place whatsoever. I can understand it being more of a problem if the item was no longer sold by Dunelm but it is sat on their shelves. Why can't a member of staff look at the box and send me supplier details rather than me travel 30 miles to my nearest store to look for myself. The whole thing has utterly baffled and frustrated me and I will not stop until I have either a replacement ball or the supplier details. Unfortunately, it is companies like this who are happy to assist when taking your money but firmly shut the door once money has been taken. I can only imagine that the staff in 2020 were way more competent and helpful to their customers. This is an utter disgrace. SHAME ON YOU DUNELM

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.

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.

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.

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.