Dunelm Reviews 66,139

At the Trowbridge store, a complicated order involving curtain poles, hooks, availability, etc. Alec was very helpful and patient. Excellent and satisfactory customer service, thank you!

Excellent customer service, at thestore through to delivery and fitting

The roller blinds are very well made and we would certainly go to Dunelm again. The member of staff was very helpful showing us various samples before we made our choice. The only downside was a slight delay but other than that the blinds are quite perfect.

40minute wait on phone=waste of time
30minute wait on chat (6 minutes inbetween replies)
Matter unresolved chat was terminated their end.
The goods I wish to return are of a poor quality.
Their system doesn't recognise their own order number.
Email sent now have to wait 72 hours for a reply.

takes money, 4 days later cancels order and doesn’t process refund.
i had to ring days later to be told there’s a IT problem and wait for them to process refund.
they didn’t contact me to tell me this i’ve had no emails after cancellation
now they just expect customers to wait for refund of hundreds of pounds for however long there It glitch takes

I went to Dunhelm Watford to browse; there was a woman shoplifting which I tried to report to member of staff.
I did not get the impression that the member of staff properly listened to me.
The way this was handled surprised me.

🙂👍Quick safe delivery of good items ⭐⭐⭐⭐⭐

Great choice of equipment, utensils, household goods.
Good packaging for inshore pick up. Brilliant, helpful staff. Returning customer.

had a really disappointing experience at Dunelm Cardiff, mainly due to the customer service I received from the manager, Alyson. Her approach was harsh, dismissive, and frankly quite rude. She insinuated that I was being dishonest about my return and insisted on verifying the situation with a colleague who wasn’t even in at the time—leaving me stuck and being told I’d have to come back again.

There was a complete lack of basic courtesy: no warmth, no smile, just a stern and unhelpful attitude throughout. It made what should have been a simple return process unnecessarily frustrating and uncomfortable.

Customer service should be about listening and treating people with respect, and unfortunately, that was completely missing here. I wouldn’t expect to be made to feel like a liar over a straightforward issue.

All items were there ready to collect although onternet not working member of staff very helpful.

Lovely bedding duvet sets very nice good quality and good price thankyou

An absolutely abysmal experience with the Made 2 Measure service from Dunelm. Gave all the necessary details, paid £100 for the item and waited 4 weeks for the roller blind to be delivered. Had to wait indoors all day to receive the item (no delivery slot was provided) only for it not to arrive. Even though it was at the local delivery office the day before, it was delayed by another day, so another day waiting in. When it finally arrived the 'Made2Measaure' roller blind was 50mm too short!!
Took it to the local store to complain, photos were taken and then they sent an email to their own customer services team. Another 4 weeks later and a replacement was delivered, but we weren't home (no notice of delivery schedule), so it was left on the door step and recorded as signed for by the resident!! When we got home a week later we found the replacement was also wrong!! Took it back to the store and requested a full refund. This was done but the in-store staff member found a hidden statement on their website, which is not clear to the customer and is probably new, so as to cover their own ass!

Always great customer service polite, friendly and knowledgeable

Easy to order, deliver on time

Absolutely terrible experience. Ordered a Egg chair and cover, took a day off for delivery, and the driver cancelled on the day saying his car broke down and told me to chase a refund myself. No reschedule, no effort to fix it, no apology.
Customer service was just as bad—promised to investigate, then sent a refund text 10 minutes later with no explanation. They’ve held my money for over 10 days and I still have to wait longer to get it back.
Now I’m stuck returning the cover myself, adding even more hassle. Wasted my time, my day off, and tied up my money for nothing. Really poor service from start to finish. please avoid them.

Poor and disorganised customer service.

I’d heard of this brand for a long time and finally placed my first order. I ordered two sun loungers about two weeks ago and received them within a week. Speedy and responsible delivery service.
I got to try them for the first time yesterday when the sun finally came out, and I’m really happy with them. For 35 bucks, they’re a great value, quite sturdy and very comfortable. Overall, it’s been a great experience so far!

The mattress arrived on time and was carefully delivered into my house

Fantastic item,
Staff brilliant, so happy 😊

I was kept well informed about delivery. Item ready when advised. Picked up at store. Small confusion with member of staff on how to retrieve parcel. Received parcel.