DunelmReviews 243

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

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!

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!

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.

I've been to this store a few times in the past, staff have always seemed pleasant. Although went in earlier today, enquiring about mattress toppers. Unfortunately a staff member was extremely rude, when asked a question about one of the toppers. I asked to speak to the manager and she said she is the manager. This was untrue as when I got to the tills, I was advised she is a supervisor. Even so this woman was extremely rude and unpleasant to deal with. She is in the wrong job. She smirked when she said she was yhe manager. I think her name was Abi! But could of been a fake name. Il not ever use the Rochdale Dunelm again, because if this is who they have as a supervisor they need to look again.

I went to the stockport branch and spoke to the manager on 17th sept 2021. I explained i spent £360 on 5th july on bedding and that id been very ill since, off work with pregnancy sickness and back pain and not been able to come in sooner. I explained i couldn't find my receipt anywhere but showed my bank statement and asked to exchange 3 items, all unopened: a too high for the neck memory foam pillow, a super king size duvet cover and fitted sheet. I explained id really gone off the colour grey and was hoping to do an exchange. She said she couldn't do anything as it had been too long and there was no receipt and disingenuously said she was sorry. I then asked if she could search my receipt on the system from that date but was told it it only goes a month or so back. People try be careful your receipts (even with baby brain), take a picture of it and ask for an email receipt to help you- people have genuine reasons and lose them sometimes. I'm usually so careful. To the stockport manager- remember money isn't personally coming out of your pocket when someone is asking for a refund/ exchange and i hope if you're ever in a similar situation the person dealing with it is more compassionate

Awful. Do not order from this company. Open one box and stated assembly. Lots of chips, dents, scratches etc. Used their website to arrange a refund and collection. Still not received a reply or acknowledgement of my email 5 days later. Terrible quality and even worse customer service. Called their helpline took them over 35 minutes to answer. To be told that I need to reply to an email and they would get back to me when they are next in the area for collection and a refund. Not good enough!

The worst quality products I have ever purchased and the worst customer service, poor return service, poor customer service. Stayed in all day for a courier to pick up a return. No one appeared. Phoned up and was told courier could not collect as the road I live on was closed. Lies lies lies. I wonder how anyone managed to drop off or collect their children from school that day if the road was closed, oh wait the could because it was a blatant lie. I am so annoyed about this

Honestly I would not give 1 star - ordered mattress for delivery on day of choice - Wednesday. Worldstore sent confirmation so took day off then courier contacted to say they would be delivering Thursday so rearranged my shifts- not easy in NHS so I could be home. Wednesday night courier rang to say mattress was not at the depot yet so would contact me. Phoned worldstores customer services who said they would contact courier. No contact from anyone rest of week or weekend so phoned customer services again on Monday who told me they will e mail courier again. I asked if they could not telephone them direct and they said they had no contact numbers!. Contacted courier myself via the message they left me and courier said they had not received the mattress from Worldstores. Cancelled order immediately but by then Worldstores had had my money for 10 days then took another week to refund. Disgusting customer service - avoid at all costs any of the companies connected to Worldstores

Horrendous ongoing experience. I bought a log store from this company and it was delivery on 1st June. During delivery your driver damaged my driveway (i accept accidentally)and the store itself is mouldy with fungus growing on it. I have emailed you on 7-8 occasions since including sending you attachments of the damage to driveway and store. You promise to reply but usually do not. The last time you bothered to reply you stated that you would resolve my issues. This was 19 June. Yet again, I've heard nothing since.

I was unfortunate to order 3 wardrobes from this company. They arrive in awful conditions. One side of packaging was opened and the goods were in terrible conditions. Nobody with a bit of decency would deliver goods in this condition.
I contacted them and arranged a refund and collection. They gave me a date for collection. One person stayed at home the whole day nobody arrived and nobody even rang us. I waited to see if somebody will get in touch, but nobody did I contact them again they even were not apologizing. They are supposed to come to collect the goods another day, but I am not sure that they would come. They are an awful company with no sense of responsibilities

I would only ever leave bad review if I felt so strongly and didn't want others suffer. Good thing is the quality of the bed is nice (material only). That's it. I am furious at the appalling services. Only 4 castors arrived with the bed then after complaining 4 more did arrive- but they are wheels! One of the draws was broken on arrival. I can not attach the headboard to the bed- there is nothing there! Communication with customer services was fairly good for the first month... it's now been nearly 3 and I've heard nothing. They offered to send another bed, I booked a day's leave from work then heard nothing? No one will respond to emails or tell me who to call. I will not let this lie. The bed was not cheap and this company are a joke

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.

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.

I placed an order for a frame bed for over £600, I chased and chased. Customer service said they would investigate and phone me back within 3 days, guess what a week later and nearly 1 hours on hold I got through and told me the bed was discontinued and should not have been sold and I would get a refund in 5 to 7 days! No apology no compensation, they had my money for a month and now I wait another week for a refund!

Avoid Avoid Avoid this company do not use!
ORDER WS*******