Dunelm Avis 

I ordered via the app due to the 10% offer but the discount wasn't applied. After waiting to talk to customer services in an 86 person virtual queue, the employee was unable to solve the problem. Unprofessional and false advertising.

Decent product at a good price and with fast delivery. All good, thanks.

I have had many of my curtains made with this company, and have always been happy.....
Unfortunately the last pair I had made, the experience with the staff that was doing my order was very disappointing, and not helpful at all...!!
Overall a bad experience from start to finish 👎

I purchased a window cleaning pole and a pair of marigold gloves which weren’t in stock when I collected, the staff member a male said he would refund to my credit card. This hasn’t happened so Dunelm need to investigate as I suggested a couple of weeks ago. UK Trust pilot ought to make note of unfavourable replies but they do nothing either

Great store and amazing staff and products. Staff knowledge was spot on

I think the Salisbury store must have gone completely self service, self checkout as there was only one member of staff who was minding the checkouts and doubling as click and collect. I wanted to buy a rug, about £180, sign says ask a member of staff for assistance with large/ heavy items. Except there were no staff. ….. anywhere.

Carpet Barn next door was very different, lots of help. And brilliant quality and prices.

From ordering to receiving, I was updated throughout. Very happy with the items I received, all as described and very good quality. Thank you 😃

They keeps things simple when ordering online. Click and collect also an easy option

£250 spent on bedding. We want to exchange one £16 pillow case as we realise we have picked up the wrong size (accepting we had opened the packing). We return to the store and explain to the lady on the Ilkeston branch refunds desk. I explain the mistake and that we had spent £250 and she says.....what you have spent is irrelevant. She then rings through to the manager who says nothing they can do it's been opened. Well Dunelm.....I will never step into your shop again.

Customer service could be better 🙁
I bought a pair of curtains on reduced price.
The wrapper was awful. Not even a proper full plastic bag.
Anyway, I wanted the curtains, not the packaging.
The curtains were shorter than I needed, so I decided to return them.
I put them in a good condition zipper bag, much better than the shop's wrapper.
The customer assistant refused to have them back, because they are not in their "original" bag.
I waited for manager for a while, then I was told that she is busy with a customer.
And how about me? Ain't I a customer?
I decided to leave that curtains together with the receipt on the customers service desk, telling the lady who refused them, that she can have them back, for free.
She took them, saying nothing.
I was shocked, in a bad way.
She was OK to take them back without a money refund.
What kind of business will do it?

Today, 13th October 2026,my wife and I went to pick up a click and collect item that I ordered early Tuesday morning (1 am,which was ready at 9 am.in the meantime, we had decided that we wanted a few more items. Of these, two products were showing as in stock but we couldn't find them. Two members of staff spent some time searching for them. One had been left in a different area, by accident the other was still on a pallet, having only recently been delivered. Each person involved went, in my opinion, above and beyond to ensure we had the products we wanted. I would give each member of staff 5 stars plus for efficiency and a extremely good humour. Nothing was too much bother whilst searching. They were also dealing with other customer questions with the same positivity.

Bought three roller blinds that were delivered in just a plastic bag . due to the very poor packaging all three were damaged and had to be returned. This problem could’ve been avoid simply by packing them in a box they have now been re-ordered and no doubt we will be the delivered in the same format so not hoping for a lot. I hope this improves the Co packaging and profit and avoid disappointment for other customers.

We ordered a double bed but when it was delivered, the Dunelm team left it in our hallway. The terms of delivery say it can be put in any room on first floor but the dynamic duo scarpered before we could ask them to put it in the bedroom.

They knew exactly what they were doing - very disappointing. Tried unsuccessfully to call customer services to let them know but a long wait on phone and chat line.

Customer service is absolutely appalling, my order was to be delivered six days ago, no order received to date. I’ve been trying to contact Dunelm for the past five days, holding the line for hours, waiting for a response from chat starting at 125 in queue, gets down to 30 then cuts you off. Emails not answered. Pathetic excuse for a service.
Just tried to call again, held the line for twenty minutes, phone rang, phone cut out. No joy once again.

Disgusting Dunelm Slough never answer the phone.
Called so many times surely someone can pick-up the phone.
Very frustrating and annoying when no one picks up!!
No excuse for bad customer service in this store.

I visited the Newmarket Road, Cambridge branch on Sunday. I decided to have something to eat in their 'Pausa' café. The service was very slow. I couldn't see what sandwiches were available because only staff could see the fridge. I decided on a Cheddar and Caramelised Onion toasted sandwich. Only the top of the sandwich was actually toasted. The bottom was just warm white bread! I took a photo but I'm not sure if I can include it here. Anyway Dunelm, I certainly won't be visiting your cafés anymore.

They incorrectly sold me a product that they did not have in stock and automatically cancelled the order. For some reason their system
does not allow for automatic refunds when they miss sell items, so I have to wait 3-5 working days to get my money back. Their customer services could not see why this was an issue.

We placed a fitted curtains order for 3 pairs of curtains and two roman blinds. While the blinds and the two smaller pairs of curtains were fine the large main pair have had to go back to be remade as the bottom hems were uneven and pattern match poor. We are waiting for their return
This was an expensive purchase and we are very disappointed. The delivery was a mess as well, I rescheduled the delivery for the following day with the couriers DHL they delivered 3 out of the 4 boxes on the original day which was very inconvenient and only 1 one the day I rearranged. When our main curtains are returned I and are satisfactory I will update my review.

I had a lot of problems with dunhelm. But this is the last time I order from them. I’ve just realised they’ve redirected my order to an inpost locker instead of home delivery for no reason. They haven’t tried to deliver to my home. It’s going to be very difficult to pick up from inpost locker because of my health. I don’t know if I’ll be able to get it. That’s the last straw now.

Great delivery and customer service! Many thanks!