I love this shop…BUT When I returned goods today, there was no problem … BUT Sine I paid by card, the email says I will get a refund by 18 June - 3 weeks. Not what I expected. It might be sooner, but this is there guarantee date. I still plan to sho here, but I will pay by cash in future.

I ordered a kettle and matching 4-slice toaster from Dunelm online and both were delivered - free delivery over £49 - but only one side of the toaster worked. My daughter returned it to store for a replacement, as guided to from their online advice. Unfortunately, it in only available online so received a refund. Of course, ordering online at cost of £45 it is under the free delivery amount so emailed them about this but 4 days later, still no reply. I will be returning the kettle and will buy elsewhere as there is no excuse for no response.  

I ignored the bad drlivery reviews with my first order. My second one never arrived I took the whole day off. 20 mins prior to deliver got a text informing me it was not at the suppliers asked me to contact them. Rang them they said ring Dunelm we are just a delivery service. Rang Dunelm 20 mins waiting to get through they said ring delivery company I said I did. They then said they would call me back which they did, then I was told they did not know where it was and they take up to 48 hours to find out. Despite placing the order over a week ago still not arrived and no news. Bad service and clearly customer servicr don't have a clue.

A poor quality of service. The only way to get anywhere sadly seems to be to complain and demand to speak to a manager. I won't be going back anytime soon.

Ordered two curtain poles and a pair of curtains online. For some reason this order was split into three and allocated to two different couriers. Received an initial notification on the Friday to state that one part of the delivery would be with me between 14.18 and 15.18 that day. By 16.35 there was no sign of the courier so I went out. Then received notification on the Saturday to say that another courier service would be bringing the other two parts of the order. They did deliver but the last part of the delivery was made at roughly 15.00, which meant we had to stay in for most of Saturday waiting. Have now had another notification to say that the initial delivery that should have been made on Friday will arrive between 11.36 - 12.36 today (Monday). Fortunately we have just relocated and I do not start my new job for another couple of weeks, which means I've had capacity to stay in for furniture deliveries etc. Had I been at work as I usually would the erratic nature of this delivery 'service' would have caused significant problems. As it stands, it has still been annoying and inconvenient. So far, I am happy with the quality of the products received. But if Dunelm Mill are going to outsource their delivery service to third party couriers, they really need to monitor them more closely.

bought chandelier broken bedspread supposed to be a double NOT.Bedroom drawers. All broken.A replacement a month after it had been ordered.Scored. Sent back. This is rediculous

Reading between the lines, furniture comes direct from supplier... So Dunelm have to coordinate. Supplier, themselves, courier and customer... If one of these proves to be bit rubbish, then there will obviously be problems. The Couriers 'Panther group' were very poor... Dunelm, have you checked the trust pilot reviews of those guys, stop persisiting in using them. Errors caused me to constantly call Panther and Dunelm, navigating the same dreary menus each time, listening to the same hold music. Yes this is a '1st world problem' there are many other things to complain about... But I paid good money and expected good service. I feel very sorry for your customer service people they have very little room for manoeuvre in a very poor system.

Bought two pairs of cream chenille curtains. Lovely curtains and reasonably priced. One pair had to be shortened. This when all goes awry... First two pairs were lost. Third pair came back in a disgraceful condition. Side seams all over the place and lining crooked all across bottom. Stevenage store Manager was asked to look at this. He just said it was not the norm and yet another pair of curtains were sent off. This started in August 2014 . Now 27th October 2014. Curtains back to store. Guess what? Same as before. I needed the curtains as I had already hung the first (non altered) pair. I decided to take them and go to a local alteration shop and see if they can salvage anything. The very helpful assistants Got me a refund on the alteration charge and also for one curtain. The assistants were more than helpful but I found the Manager's attitude sort of 'take it or leave it' Have no problem with Dunelm's products but would NEVER again use their alteration service. One pair unlucky but FOUR pairs. I find it hard to believe that this could be a coincidence.

Dunelm's own pillow cases DO NOT fit their Comfort Zone Walled pillow - too small. In fact pillow case stated measurement is 48cm but is actually only 45cm! I bought two Duvet covers in May '14 - one is coming apart at the seams after only one wash [guest bedroom]. I must say on returning pillow cases and duvet covers I was given a 'no-hassle' refund - quite right too. I hope Dunelm addresses this constructive criticism!

My partner and I went into our local Dunelm Mill on the 25/05/2014. Along with a couple of items we bought in store, we ordered 2 bedside tables cost £207. The gentleman that served us, helped fill in the details online it saved us the hassle of doing this ourselves, he told me that the delivery should be with us by the 13th. Here we are 30/06/2014 still waiting on the delivery, I have phoned twice asking where the bedside tables are, Dunelm can not tell me! Until they can guarantee delivery I would give them a wide berth.

After trying out a huge amount of mattresses in numerous shops we finally settled on one which we loved in Dunelm! However when trying to order the mattress instore it took around 30 minutes for the assistant to look for the mattress and ring various people (assistant was very helpful but it was very time consuming and I had a 3 year old to entertain during this time). After this time we were told this mattress could not be found anywhere on the system even though it was on display! We settled for a different mattress and delivery was to take 3 weeks. Finally today we received our mattress and after spending half an hour trying to get it up the stairs and onto the bed, it was very clear the mattress was too big. We have a kingsize bed, kingsize mattress topper and kingsize bed sheet. The mattress was at least 4 inches too big on either side and looked ridiculous. Order form states mattress is king. I rang customer service and the woman asked me to measure the mattress and she'd tell me whether It wasn't a king!! I explained to her it was at least 4 inches either side on our kingsize bed and none of our other kingsize accessories would fit! She finally accepted what I was saying and with no apology or time frame for when we would receive our mattress she thanked me for my time! Usually love everything about dunelm but delivery and customer service has majorly let them down here and I am left extremely angry and have no idea when we will have a mattress to sleep on.

Trying to negotiate a trolley around the Uddingston store is impossible. The aisles are crammed full of merchandise and the spaces between each aisle is not big enough. I struggled with a trolley and when I mentioned it to a disabled woman in the lift she said that she had to hobble around the store on crutches as she couldn't get around the store in her wheelchair. This is shameful of Dunelm Mill in this day and age. The other aspect where they fall down is on the health and safety aspect. Due to the amount of displayed merchandise, escape in the event of a fire would lead to catastrophe. The aisles wind all round the place it's like a rabbit warren. Escape would be so difficult for elderly and children.. Please Dunelm Mill sort these issues out. The staff are lovely, courteous and very helpful. they deserve a safe working environment. as do your customers.

SHOP AND STAFF,GREAT.EXCEPT,A MEMBER OF STAFF,TOLD ME CONFLICTING,ADVISE,AS TO THE DETAIL'S /INFORMATION,"SMALL PRINT" ON THE INVOICE. THE MANAGER,WHILST POINTING OUT THIS,INSULTED ME .HE SAID I WAS GOING AROUND ,IN CIRCLES,WITH MY COMPLAINT.THIS IS WHAT HE SAY'S,TO CUSTOMERS,WHO ARE TRYING,TO GIVE DETAILS/INFORMATION,THAT HIS VERY STAFF,HAD (QUITE WRONGLY AS IT HAPPENS) EXPLAINED TO MYSELF.?? WHEN HE GOES,I GO BACK.. UNTIL THEN,"NEVER AGAIN".!!

It took three attempts for me to receive a photoframe in one piece as the packaging was poor and no label as to it being fragile or containing glass!