Dunelm Avis 

Just when you think things with this shambolic company couldn't get any worse, I can assure you they do!

Following multiple attempts to obtain a simple barcode to return a substandard order, Dunelm has now decided on an arbitrary partial refund of £21.60 for a single item, and failed to account for the other £34.20 worth of goods in the same package. Urgh, what a disaster this company is. Never again, shop elsewhere people!

l wanted a bathroom pedestal mirror and my local branch was out of stock so I went to Thorpe park in leeds as it was showing 2 in stock. got there and none on shelves , wanted some specific hand-wash which was showing 10 in stock at wakefield , couldn't find any in store and the assistants weren't sure where it was .
I've now given up trying to spend my money at dunelm.

In store fine. Online not great.

Placed my first order on Wednesday morning. Paid extra for next day delivery. No tracking info sent.

The next day came and went no sign of delivery.

After going back to the site I get a very unhelpful dashboard which shows it was apparently dispatched, but then nothing.

I eventually find a link to DHL (uhoh!) surprise, surprise the worlds worst courier service has experienced an ambiguous ‘delay’.

It’s been 24 hours on and not a peep from either Dunelm or DHL (in fairness I didn’t expect to hear from DHL, they set my expectations on their garbage service a long time ago).

Like other places I have reviewed that use DHL, I won’t be ordering online from Dunelm again. A bad 3rd party courier is one thing, but not taking ownership of your supplier management problems is quite another.

I did try and contact them but their chatbot was less than useful. Wasn’t given the opportunity to speak to an actual human.

Would be 1 star but I’ll add another for the in store experiences previous.

My second lot of frames ordered for pick up. Good quality and price. Easy to pick up.

Terrible delivery by their delivery partner InPost. Missing item, the driver left the item on the porch without ringing the bell, no photo evidence of where the parcel was left. No FAQ of what to do when the item is missing. Impossible to get through to customer support, average waiting time is 20 mins 😳. On a positive note, right after 'delivery' they collect feedback and measure NPS .
I've adjusted the rating after speaking with Jessica, who agreed to re-send the order. As in many companies, customer care workers always try to do their best to help, but Dunlem needs to hold their partners accountable for the service

Awful service by Dunelm, I ordered a Lynton chest of drawers to go with my other Lynton furniture. Dunelm have obviously changed manufacturers as the white colour in now off white. I returned them for a replacement and had the same problem, I contacted Customer Services who assured me they would check the third set of drawers and make sure they were white. Once again when the third one arrived they were off white, so they certainly hadn't been checked! I am now returning them for a refund and I have a set of furniture that I cannot add to as the colour doesn't match anymore. To say I am disappointed with Dunelm is an understatement and Customer Services doesn't give a 💩 about their customers.

I have only one word to say about Dunelms delivery service.APPALLING.

Product delivered exactly for when requested, as described, great sofa bed, good value. Have not used Dunelm for home deliveries before - excellent service.

They have a lot of items to choose from & great prices. They had everything I needed & delivered quickly.

I bought several bedding items for a small double bed. I was grateful for the choice as it is hard to find items in this size which are 100% cotton. Excellent quality, choice and service. Thank you!

I purchased a Dunelm own-brand roasting tray last year, and the non-stick coating started coming off after only its second use, despite being used at 200°C with a wooden spoon. The packaging clearly states that the non-stick coating has a 5-year guarantee.

I contacted customer service and provided photographs of the fault, only to be told to take the tray to a store because their online team cannot access in-store transaction records.

For a product sold under Dunelm's own brand, I find it disappointing that the company is passing the problem back to the customer rather than taking responsibility for honouring its own guarantee. A 5-year guarantee means little if customers are simply redirected elsewhere when they try to use it.

I expected a proper solution, not another obstacle to overcome.

Prompt delivery, very pleased with my purchase. Excellent quality.

Ordered by bedding in the morning and was able to pick it up 2 hours later. A fast efficient service.

I have not yet used the mattress cover,merely unpacked it.The quality seems very good.I am pleased with it so far.

Made to measure (or not) - I ordered a pair of curtains online, entering the correct width and drop. Curtains arrived with 80cm of excess material, making them far too wide for the small pole width.
The website does state that measurements are rounded up to the nearest half width of fabric and will be made with a x2 fullness.

However, there is nothing to specify that they don’t then trim off the excess before sewing the edges to produce curtains that meet the measurements submitted. Also there is nothing that highlights the fact that the fullness ends up being x2.6 and the fabric will be so bulky that they don’t draw back properly and block out loads of light!

Contacted customer services who can’t see a problem with the fact they have supplied curtains 80cm too wide, which don’t fit and are not fit for purpose, when the whole point of using ‘made to measure’ is that you get the correct size you ordered. I have sent a second complaint requesting a refund - awaiting a response with a resolution.

What can i say 1st class all round,easy to use website with lots of choice ,items to suit all budgets, fast delivery, with all items packaged well , ordered lots of breakables including a large mirror, all packaged with care and arrived in one piece,which is rare nowadays. 😊.

Ordered some made to measure Roman blinds which should have come with a 20% discount, but at checkout it didn't allow the discount code. Next the delivery with DHL. Asked them to leave in the garage, but ended up outside neighbours front door...50 yards away and it rained! Finally the fixings on the blinds are a nightmare. So difficult to attach the blind. The blinds themselves were fine. From other reviews, I am not expecting any response back from Dunelm

The mugs I brought were so cute, just right for children's party gifts, unfortunately one of the mugs was broken when they arrived. The box was clearly marked fragile but arrived torn and had obviously been bashed about.