Dunelm Reviews 40

Ordered made to measure curtains. Was told they would be delivered by 9th April. Still waiting. Went into the store and they said the only way they can communicate with manufacturing to get an update was by email and it could take a couple of days to get a reply. I worked in manufacturing for over 40 years and am at a total loss as to why the store/sales are unable to get information/updates from manufacturing within the hour. When there is an update all it says is you need to wait 72 hrs...not including weekends....for the next update.
I wish I had read these reviews before ordering.

Not dog friendly so added to the list of places not to use

Wouldn't give a score of 1 if could, ordered an armchair almost three months ago and after waiting all this time, less then 24 hours before delivery and getting a delivery slot email, I shortly received another email saying the supplier has gone bust and they would issue a refund straight away. There is no way the supplier went bust the afternoon before, Dunelm just kept my money. Still no refund a week later and I phoned again and was told they processed it yesterday , so last week they lied........shocking service and to offer 15% of my next order is an insult after waiting for three months and still waiting for my full refund.

Purchased a Fogarty 13.5 winter quilt and started using it less than six months ago. The filling firms clumps leaving empty patches. This can't be rectified by simply shaking the quilt. Additionally stitching has come undone between two panels so filling just clumps in one area. Useless. Waste of money as can't return to Dunelm. It's cheap for a reason

There should be an option to give no star!!

Dear Dunelm team, I am writing to share my experience of poor customer service on Trustpilot, which now compels me to report you. Your website states the law — “Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you buy goods from us online or by phone, your consumer rights entitle you to cancel your order and receive a full refund if you request one from the moment you place your order until 14 days from the day of delivery of the goods (or if your order contains a number of items that are delivered separately, from receipt of the last item).” However, this is not happening in my case. I placed an order last night and am trying to cancel it due to an incorrect address, but your chat service advisers cannot cancel the order. One adviser just ended the chat, saying it is beyond their limit. I called the number provided on your website, but it does not work either. There seems to be no way to cancel the order! How is that possible, and why are you breaching UK law?

Absolutely disgraceful. Ordered 2 rugs from dunhelm online given a delivery date last Tuesday but no delivery an email arrived from AIT saying I had to book another day so did for Friday. Friday arrives only 1 rug! AIT claim dunhelm only sent 1 Contact dunhelm customer services which took over hour and half to get through to the most useless individual I’ve ever spoken too. Could not help ,could not give a refund , could not even supply a complaints number. His job was to follow procedure and create an enquiry I then have to wait 72 hours to hear from someone else ( Friday afternoon Saturday and Sunday don’t count). So basically a week There was no apology, he actually accused me of shouting even though I explained that I was in an empty room awaiting delivery and there was an echo. If you email you don’t get any reply. I thought Dunhelm were a reputable company but once they have your money they don’t care. HOW DO YOU LOOSE A 4metre RUG.

I bought the standard spring mattress in King and Double - 2 rooms, with qwilts and I haven't had any issues at all.

It's actually been very comfortable, the experience with their delivery teams was also fairly pleasant. Though it appears a number of people have had issues with Fogarty mattresses etc I can't say I've had the same issues but then again mines not orthopaedic so who knows.

Dunelm is a fantastic shop , there on line website is great and easy to navigate around, my lenny bar ceiling lights and bulbs are amazing and looks great in the dining room, thank you dunelm

Anti allergy mattress protectors x2 for children. All good re product. Thanks. But packaging is non recyclable plastic! C’mon Fogarty. Make recyclable packaging! It’s not good enough.

Purchased a fogarty electric blanket with dual controls September 2024 so just out of guarantee. One of the controls isn't working properly, so contacted customer service. What a waste if time. All I wanted was a contact number for fogarty, there isn't one I was told.?? I was prepared to buy a new control but was told this wasn't possible. I was told I should buy a new blanket. What a farce, avoid fogarty products as Dunelm are not prepared to give you an after care service.

Purchased expensive cooling Fogarty pillows.
After 2 x months use they have all gone lumpy. Useless quality.
Avoid.
Dunelm will only assist if you have the receipt! I have packaging (as only used one) and bank details (proof of purchase)
They do not want to know.

Bought a Fogarty orthopaedic mattress from Dunelm, this was after we bought one 5 years ago which was very good.
Well this recent Fogarty orthopeadic mattress is so poor we had to put a topper on it.
Looking at Fogarty ratings on many products i guess Dunelm are not that bothered

Ordered made to measure curtains - completely wrong colour arrived and the branch tried to tell me I had ordered the wrong colour- ordered by a staff member in store and right colour ordered! Had to get the manager to authorise a refund. Curtains 8 days late and thrown over my gate by delivery company. Awful

Failed to resolve a complaint offering a 15% discount on another purchase. How arrogant! I wouldn’t buy a toilet roll from you. Your customer service is appalling and your complaints service is a joke. Rest assured I will never shop with you again. Oh and your generic replies are insulting because your e mail just takes you through to your customer services that is pitiful.

Awful service at Huntington store , bought a large black framed mirror at the beginning of the year which is very heavy . The fixing has buckled and come away from the back pulling the screw fixings with it & the mirror has fallen from the wall, if it wasn’t for the chain & oak beam it would have crashed to the floor .
I had no receipt as it was at the beginning of the year I purchased it & didn’t get an email invoice.
I was happy to exchange for another different mirror that was not so heavy & had ordered to collect but the store manger said the they would do nothing even under the sales of goods act for a faulty item where the fixings have come off the mirror ,so no exchange provided.
Dunelm are you above the sale of goods act where an item is expected to last a reasonable amount of time & if faulty in the first year the fault was most likely there at the manufacturer.

Thank you manager for your lack of customer service, she had been asked over the headset to exchange & said no , I asked to speak to her , asking again but a flat no , not sorry or this is very dangerous no politeness at all.
I have asked her to report it to head office as it’s a dangerous fault on a heavy mirror that you still sell , she has said she will but I will get no feedback & wouldn’t take my email address.

Let’s hope this does not happen in a house where someone is injured ,then you might react.

Your manager could not care less no apology or awareness of how dangerous this issue was perhaps you could provide her with more customer facing training.

Such a disappointment when there are so few shops where you can go & purchase lots of goods for your home.

Against my better judgment, I did purchase the mirror I had reserved.

Treied to csll Aintreecall day today no answer called Southport advisor said they are not as good as us for answering phone.

WHAT DOES WHAT SAY?

Placed an order which is arriving in 3 parts.

1st part arrived this morning- poorly packed. Opened to find a container broken and none matched the dimensions listed.

2nd part arrived an hour ago- have been sent the wrong colour of what i ordered. They offered for me to keep for a discount or return or wait for a replacement or return and order again for collection. However i requested they send the correct item with express delivery instead as I'm unable to collect, and need the item soon (I placed the order leaving good enough time for delivery). This was refused, they stated earliest this can be delivered is Saturday- which is a lie as on the website theyre still offering express delivery for Friday.

2 /3 items unable to use/keep.

Lets see about the 3rd- nervous now.

2 stars because they are easy to contact atleast.

Ordered a mirror, not arrived, very annoying not being able to speak to anyone direct.

I bought a Fogarty single mattress (firm orthopaedic) from Dunelm online in December. Initially, I thought it would take me a while to get used to it, as others were raving about this mattress. Bad decision, I'm afraid. I began to have hip and thigh pain and day after day it got worse. I'm a keen walker normally, but I could only walk for ten minutes, before feeling legs and left hip very tight. I actually cried with the discomfort whilst out shopping. I discussed it with a bed specialist and was advised that not everyone can adapt to orthopaedic mattresses, but it could be the brand. After a few months, I bought a floppy topper and it helped a little but had to get physio because same area was still painful. I spoke to a woman regarding my problem and she asked me which brand I had purchased, and she appeared shocked. Long and short of it, she told me that Fogarty is 'not the best'. I've bought a mattress topper so there is an improvement, although the physio has helped tremendously.

Please do not purchase this mattress!! It could destroy your health!!!!

Supercilious service in Gateshead store today.
I asked a member of staff to confirm the price of an item which was apparently on sale. After fiddling with an e-gadget for several minutes, He denied it being reduced and demanded I show him the sale indicator.
You’ve got that wrong he said, you’ve probably picked the wrong item.
When I pointed out the sale sticker he spoke to a colleague and agreed the item was indeed on sale. No apology just turned away.
Useless product knowledge and worse customer service. I forgot an accessory and would not return to that store instead bought elsewhere.
Condescending patronising mansplaining.
Gateshead, curtains department 4 June 2025 13.00