Dunelm Reviews 66,134

Order arrived promptly and any issues resolved instantly.

Ordered bar stools online. Dunelm sent chairs instead. There is no customer service helpline so you have to deal with an online chatbot. A collection of the wrong item was arranged, 3 weeks later I still hadn’t received my refund. Had to spend another hour on the online chat which resulted in me finally being issued a refund which I have wait another 5 days for. This whole experience was a total hassle and I would advise people to never order from Dunelm online!

I recently visited the Dunelm store in Romford and spent close to £400 on items for our new bedroom. This should have been a positive and enjoyable experience, but unfortunately it was anything but.

Two members of staff were more focused on talking to each other than helping customers, and when my husband and I asked for assistance, we were ignored. At checkout, the service was very poor — no eye contact, no basic courtesy, and our questions were dismissed. It made us feel like an inconvenience rather than valued customers.

What upset me most was how this experience made me feel. I left the store feeling uncomfortable and disheartened, and it genuinely impacted what should have been a nice weekend.

I did raise this with customer services. While I received responses and an apology, I was contacted by multiple different people with no single person taking ownership of my complaint, which made the whole process feel like a tick-box exercise rather than a genuine effort to resolve the issue.

On a positive note, one member of staff, Yin, was helpful and polite, and stood out for the right reasons.

I hope this is taken seriously, as no customer should be made to feel this way when simply trying to shop.

Terrible customer service, needs to be more clearer when ordering anything from
Click and collect

Put the blinds up today. Each blind has a long black stain in the middle, and one of the blinds, the end chain was broken

Quick service, great customer service.
Easy process. Got made to measure blinds. Consultant was very informative and helpful. Measure was efficient. Installation was excellent and installer was excellent. Also did not have to wait too long for each process

The rotary washing line was at a competitive price and the delivery was spot on.

Excellent variety ofproducts at a very reasonable price.

Great product at a fabulous price. Easy to order and collect with very helpful and pleasant staff

Recently bought a duvet. It’s just what I was looking for and it arrived promptly.

Great product and well written instructions.

One item was lost by Evri and I didn’t receive it until April 6th…it was ordered on 22nd April!
Why do you use Evri, they are absolutely hopeless?

Ordered a fan for collection from my local shop. Arrived earlier than expected and was an easy pick up. Fan is good quality too.

Delivery on time. Very satisfied as usual with Dunelm.

I was given excellent service in the Keighley store on made-to-measure curtains. The member of staff was called Charlotte. I tried to use your feedback system but I do not have a receipt as I am not ready to make the purchase yet and your system asks for store code,etc etc. But I will be going back, hopefully to be served by Charlotte.

I would strongly advise avoiding Dunelm based on my recent experience.

I placed a click and collect order on 28 March, with confirmation it would be ready from 3 April. That date passed with no update, and when I contacted customer services, I was told there was an issue with tracking and the store would resolve it within 72 hours.

Since then, I have been told to “wait 72 hours” on five separate occasions. Each time, no one followed up, no action was taken, and I had to chase again myself. Nearly a month later, I still have no item, no cancellation, and no refund.

What’s most frustrating is the complete lack of ownership. Customer service repeatedly blamed the store and claimed they could not cancel the order themselves, leaving me stuck in limbo while my money was held.

I was also told I would receive a goodwill gesture due to the delay, but at this point, I would settle for simply getting my money back.

This isn’t just a delay—it’s a failure to deliver, a failure to communicate, and a failure to resolve a basic issue despite multiple opportunities to do so.

I have now been forced to raise a chargeback through my bank to recover my money.

Extremely disappointing experience and not one I would expect from a well-known retailer.

It’s actually a zero, but can’t give less.
The absolute worse! Avoid! We’ve decided to go to Dunelm for our Venetians and roller blinds. After the first appointment in January, the managed to book the first measurements appointment in March. We book another appointment after the fitter appointment to actually choose the blinds based on the measurements taken, only to find out the fitter never provided the measurements. After chasing they provided only half of the measurements and up to date we don’t have any measurements so we’re unable to place an order. Contacted customer service, Annette at the Greenford shop, absolutely embarrassing behaviour. They just stranded us for almost 4 months. No one replies to our email, asked to speak to a manager, no one ever contacted us. Both customer service and Annette at the Greenford store, utterly useless! If this is the type of service you offer to your clients, we will spend our money elsewhere and you’ll never see us again, not even for a 1£ mug! Appalling service!!!

I have just moved house, brought a bedside table wardrobe and 3 drawers chest. The bedside table wouldn't work after making, the drawers would not slide in and out, the wardrobe doors will not close flush and you cannot adjust them and I haven't even started on the chest of drawers, we have spent over 12 hours trying to build this furniture. It is not cheap and I am extremely disappointed. I have thrown the bedside table away and brought one from IKEA which goes together in half hour. I would never buy anything from dunelm again. I am so disappointed. Definitely didn't need this added stress during a house move.

Ordered 2 armchairs with matching stool Nov 25 - 2 orders! Mar 26 one chair broke, asked for refund - refused to refund stool because different order. What was I supposed to do with it? 2 inspection visits. I chair now being returned because irreparable. All totally unsatisfactory. Never again. Don't buy their furniture! IKEA give 10-year guarantees.

Bought 4 telescopic curtain poles and rings for our new house.
Due to the telescopic nature of the poles, even though there is a plastic insert at the point where one tube goes into the other (to help with the smooth opening and closing of the curtains) - it does NOT work!!! Every time we go to pull our curtains, they get stuck at this point! You have to yank the curtains quite a few times to get them to go over it which will eventually ruin the fabric!
Total waste of money - very disappointed.