Dunelm - www.dunelm.com

Unfortunately cannot give zero stars or what should really be minus stars! My advice to anyone thinking of using their online service is Don't the company will give you a delivery date which will not be met so you have to rearrange any tradesmen again. Delivery of fragile goods such as ceramic item will have zero protective covering such as bubble wrap or polystyrene . As for any level of customer service; this doesn't exist anywhere in this company. I have written up to board level and got no reply. The majority of the customer service staff cannot even read the email you send and if you do get any form of response it will be utter keech. I live in Scotland and they thought that was in the Channel Islands - their intelligence levels are on par with an Amoeba! I gave up trying to resolve the poor customer service level for the sake of my own health. JUST DO NOT BUY ANYTHING FROM THEM.

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. 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. 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.

Poor quality over priced sofas and chairs.

I spent £1200 less than 2 years ago on a faux leather sofa and chair.

The stitching is coming apart and as the product only has a 1 year guarantee Dunelm do not want to know about my complaint.

Do not buy from this irresponsible lack of customer service or empathy company.

DO NOT BUY GIFT CARDS FROM DUNELM MILL:

My children bought me £95 worth of gift vouchers for Mother’s Day as they knew I was looking to purchase a rug which was the value of £149. I have since gone to purchase the rug online this morning to be notified that you cannot use gift cards online. Gift cards are only for In store purchases on items that can be taken home that day. My children were not told this at the time. The shop is classed as a home store retailer that most people would use for moving home, to register a wedding gift list also even purchase everyday home items some being large and only available online, so not being able to use gift vouchers online is an absolute joke. You can’t even order in store to collect as this is also classed as an online purchase . Dunelm is so out of date and behind the times. I can see this being the next high street retailer folding like BHS , WOOLWORTHS ETC .. I certainly won’t be using them again.

Even when calling customer service who were very unhelpful, the agent speaking talked over me sounding robotic, she just kept saying “ okay” The only option that was given to me was to provide them with the gift card codes for them to send it IT to see if they're validated, then they would send me a voucher code to use online to their maximum reimbursement amount which would not have covered the full amount I had, they can only do it once and will take several days. I’m leaving this review so anyone who is thinking of purchasing gift cards for family or friends etc

DO NOT waste your money or time . Shocking service

After spending 1h ironing and almost finishing I get to see that my item is faulty. It’s not that bad but after spending £100 for a curtain I expected to be in a imaculat shape or not paying the full price for it.

After contacting customer service I was sent to do an exchange…I am not happy with that…what about my time, my travel, my disappointment???

It hits will not be the end of the world for me but definitely not shopping with you again!!

Really unhappy!!!

Bought eggshell finish paint, do not buy any. Ended up having to try and scrub off whatever paint actually stayed on the wall !!

Qualified person doing the job of which I supplied the paint, so absolutely no comeback on preparation of the wall and quality of the decorator.

Worse paint that we have ever seen.

This supposedly reputable company is an absolute joke.

The mirror I ordered for home delivery has disappeared into the ether. Customer services is a Robot word Processor; any attempts to contact this company are futile.

I am absolutely appalled by their service. I've always loved the Dunelm stores, but on principle I will never shop here again. The Range offers the same quality at far better prices and all their products are to British Trademark Standards (fact!) . Don't waste your money thinking you are ordering from a reputable store.

If they treat their customers so badly, I hate to think how they treat their staff.

If you look at the reviews for all local Dunelm stores this is the lowest rated store in the West Midlands Renit. The store is always empty. The way it’s laid out is poorly done and feels more like a jumble sale, and it’s cramped. The staff all look miserable and the customer service is dreadful. This seems to be the overall theme on this particular stores reviews. They all need customer service training, including the passive aggressive over promoted store Manager, who will do all she can to make your issue worse instead of trying to help. No wonder staff are so unhappy when they have a person like that leading them (leading is a strong word) . This store is a very poor representation of Dunelm which is a shame as their products are great, but every time we visit this store we don’t buy anything and leave feeling all happiness has been sucked out of our souls! I joke, but the customer hating management here is no joke!

One Week ago I placed an order for a couple of duvet covers plus pillow slips. I was promised that the parcel would be delivered by Saturday. Saturday came and went and I clicked on the link sent to me by Dunelm and found that the courier company, Evri said that they had trouble delivering the parcel. Nothing else was received. I contacted Evri twice - the first time they said that they couldn't find the tracking number and hung up and the second time they couldn't find my post code. I got back to Dunelm on Monday and explained the situation and they said that they would contact Evri and arrange for the delivery to be made. Guess what! No parcel was delivered. I contacted Dunelm again and yet again no parcel has been received. Whilst the product might be good - I don't know yet - the fact that they use Evri which has always had trouble delivering to this address, is problematic. Evri simply leaves the parcels on the top of the gate at the bottom om the drive.

If Dunelm wish to receive better reviews, they should do something about the delivery. It would have been better if I'd have gone to the shop.

Had a sofa bed delivered today and the two fantastic guys struggled to get the sofa bed in the front door...after saying they would have to take it back to the depot they tried once more. So glad they did as they got it through the door. Excellent customer service, great guys, can't praise them enough...thank you soooo much