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.

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

Really irritating. They promise 1 hour turnaround for click and collect, but it's just a lie. It will be ready when they feel like it, which could be many hours later.

I have been emailing/ calling since Tuesday and don't seem to be getting anywhere. The delivery guy rang me but I was unable to answer as I was at work. Surely by me not answering it is assumed I would not be able to receive the order early. Tracking the item they arrived at 8.53 and left at 8.58. They are saying they left at 9. My mum arrived at the property at exactly 9am. She spent the whole morning waiting in for it. I have asked for it to be expedited as this is a fault of theirs and was told no and have to wait another week. I am currently sleeping on the floor which I'm sure you will agree is not ideal. The fact I've had to pay for delivery and they can't even do the delivery within the time slot they gave me is a joke. They came and left before my time had started. I have been told they were early due to less than expected traffic. I understand this but surely they should still come within the delivery time and by me not agreeing to take it earlier they should have waited until 9am or at least called me later on.tje response I have received is that they will take the feedback. No offer of resolving the issue that I still have no bed and won't have for a week. Poor communication, poor service and no regard for customer satisfaction.

BE CAREFUL WHEN PURCHASING FROM THIS COMPANY - THE CUSTOMER SERVICE IS APPALLING! I bought a light cluster in 2019 and contacted Dunelm in 2020 (after the product was out of the year warranty) as one of the bubble balls had broken and I wanted the details of a replacement. They were very helpful and supplied me with a replacement which I wasn't expecting. Fast forward to 2023, and another ball has smashed as they are very delicate. Contacted customer services and it's a case of "Computer says no!". I have explained that I am not asking for them to replace the product or pay for the replacement but just to give me contact details of the supplier to which they have firmly said NO as it breaks their confidentially with the supplier??? They have basically told me to go into store and look at the box (yes, product is still available to buy) and check if there are supplier details on or in the box? They are refusing to answer why this is an issue in 2023 but was an easy task in 2020. I have reiterated over and over again that I am not expecting them to replace the part or contact the supplier to order the part, but apparently they are bound by confidentiality to their supplier? What about their customers needs and rights? They advised that if the product was in warranty, they would replace the broken part but as it is not they won't do anything to help. I have questioned the GDPR aspect and advised that it is in place to protect people who do not want their information shared but as their manufacturer has supplied their goods to the general public for them to be purchased, in good faith, they are not looking for protection from the general public and this is the complete opposite scenario. I have also asked Dunelm to either contact the Company on my behalf or give the Company my details so I can speak to them direct....again, I am faced with a blank wall. I am unable to find the Company direct on line and should be able to go through the company I bought the product from for their details. Furthermore, customers should be able to obtain parts for products that are out of warranty instead of being forced to purchase a whole item just for one part of it. They will not send me details of how to escalate to a higher department, just telling me to go online! I find this utterly ludicrous and will be escalating the issue further and warning others of this and that there is NO customer service in place whatsoever. I can understand it being more of a problem if the item was no longer sold by Dunelm but it is sat on their shelves. Why can't a member of staff look at the box and send me supplier details rather than me travel 30 miles to my nearest store to look for myself. The whole thing has utterly baffled and frustrated me and I will not stop until I have either a replacement ball or the supplier details. Unfortunately, it is companies like this who are happy to assist when taking your money but firmly shut the door once money has been taken. I can only imagine that the staff in 2020 were way more competent and helpful to their customers. This is an utter disgrace. SHAME ON YOU DUNELm

I purchased Nova Navy Eyelet Curtains from my local Dunelm store in 2019 and last year took them for dry-cleaning, as per the care label. My local dry cleaners refused to proceed with dry cleaning, due to the type of blackout backing, which they advised would clog up their machine and risk ruining the curtains. I returned them to my Dunelm store and a manager advised they COULD be dry-cleaned and that the local 'Johnsons' could do so. On subsequently collecting the curtains, I discovered that they had been ruined during the dry cleaning process. The Fabric Technology Centre at 'Johnson's' provided a report which concluded that: "The coating on the reverse of the fabric has broken down and stuck together during cleaning [...] the ultimate responsibility for the breakdown of the coating will lay with the manufacturer. We would recommend that the curtains are returned to the retailer, for the attention of the manufacturer." Having now wasted money on futile dry cleaning I consequently had to bear the additional cost of purchasing new curtains. Despite my numerous communications with Dunelm, and having referred to Advice Direct Scotland for guidance on how I should best proceed, Dunelm still refuses to accept any responsibility whatsoever for the faulty product and costs incurred by me. Dunelm states simply that the warranty for the curtains is for 12 months only, and accepts no responsibility either for the incorrect and faulty care label on its product, nor for the erroneous information provided to me by the store manager. As a long-standing customer of Dunelm, I am deeply disappointed and disgusted at the lack of interest and support from their customer care department.

We needed to purchase 2 pairs of curtains, but only 1 was in stock. Montana suggested ordering 2 online to save postage, which was done very easily and smoothly. Halena helped by identifying the stock needed. great service

Went to Dunelm at Wolstanton Newcastle under Lyme, to buy a mattress. Was advised by a customer service advisor, on the mattress and bedding department. The lady told me that, the mattress was 12inch thick. It was 8 inch thick. Then I was told it was suitable upto 30 stone. Not even mentions weight on website (made it up) I tried for 2 weeks to get into with Head office. Not contact. Online chat 108 in position. Then crashes. Went into the store. Spoke to the store manager, She said, I can sort this out, thats terrible faulty mattress. She promised to sort this out. All she did was email, left it to me. Been sleeping on the floor. Just had a collapsed lung. Waiting for a refund, to go bye another bed. Spoke to a representative today, another person sort it out. Had a text from them.Arranged a refund, it will take upto 5 days. In the meantime, I'm sleeping on the bedroom floor with my adult daughter. It's terrible service, and being mis sold and mislead to, to buy goods. I have contacted trading standards and Obudsman. As they are terrible. Stay away from this place. As its a shambles. Management havnt got a glue. Disgusting. No apology or nothing.

I had what appeared to be a previous customers (damaged) goods, waited in all day, courier didn't show up, waited in all day again - damaged goods , poorly packaged showed up. Lots of emails ignored, lots of call queue waiting , lots of waiting for "online chat" people to finally answer (many many hours wasted) and then another full day waiting in to have it collected. Several days wasted. I would avoid like the plague. Customer service is vastly under resourced and you just get "stock answers" to fob you off as quickly as possible.

Sadly i have had the misfortune of ordering for home delivery with this company via their Blackpole branch at Worcester. Goods never arrived until way after the delivery date, which meant we have to duplicate or order with another provide. And despite trying to get in touch with them it was hopeless as their customer service line is permanently engaged which means you are on hold for ever. Just read all the negative reviews below and hopefully you may learn NEVER to order with this company as you will be joining the queue of disappointed customers, be warned.

This is the second time I have unsuccesfully tried to order furniture from Dunelm - just save yourselves the hassle and don't bother. The first time the table was out of stock, despite having accepted my order and it took them almost 2 weeks to refund me. The second time the order was accepted, the delivery aggressively confirmed about 4 times (if you miss their calls you have to email to confirm or lose your slot, despite having already confirmed the delivery time at the time of sale). On the day of the delivery, which I had taken off of work, I was awoken by a call from the warehouse at 7.20am telling me that the item had not been received by the warehouse and that I had to contact Dunelm to follow up - that's right, it was my job to follow up, despite not working for Dunelm or their shipping company. When following up with Dunelm, instead of apologizing and agreeing to dispatch a replacement for me, they told me they'd need to launch an internal investigation about the missing stock and I would have to wait for the outcome of that until they could offer me any update. I again pointed out that this is not my error, so why should I have to wait indefinitely for this investigation to end and they said there is nothing else they can do for me. Requests to be escalated to a superior were ignored, apparently 'there is nothing senior management can do for me'. Absolutely disgusting customer service. Just save yourself the hassle and go elsewhere. They clearly have issues with inventory tracking and it's unlikely they actually have your item in stock and should you encounter any problems, there is 'nothing they can do for you'.

Received first order without issues but my god has it been hell ever since... broken mirrors taped back up and sent out as paid new (full price).. broken and faulty items.. worst of all though is the shocking customer service and blatant disrespect of paying customers and also their legal rights. Horrid horrid people and hell will have to freeze over before I give them anymore of my hard-earned money.

Stay away from this company, they sell unusable products. We have ordered a custom made blind which they delivered with cords too short to use. When made a complaint they hid behind child safety regulations in order not to do anything about it. Unusable product, waste of money, horrible customer care. Stay away by all means.

Came with missing bolt, contacted them to ask if they could send a spare, said they would find one and send it, never arrived and subsequent emails ignored. Don’t buy furniture from Dunelm. Useless after service.