Dunelm Arvostelua 

Bought a chair but wasn't allowed to buy in-store or get as click and collect, had to be home delivery only with an added £12.95 delivery charge, as the chair could easily fit in even my little car and cost £249 I feel this is a scam by Dunelm in their costings, I then decided to check with the sofa's etc and it's the same with them, you can easily spend over a £1000 on buying them and you'll still get charged the delivery fee!! Wow Dunelm you are the only sofa/furniture supplier to charge for delivery on expensive items and it's not even that your sofas/chairs are cheap!!! Very disappointing 🙁

As always, one of the easiest shops to get things from, advice and help always available.

Visited the Hull store with my partner excitedly, with the intention of spending a decent amount of time and money buying the majority of our first time buyer essentials for our new home. The staff turned this experience from happy to disappointing fairly quickly. After a few minutes of browsing and already had a few things in our trolley, we noticed staff members aimlessly walking by our aisle keeping and eye on us. Then coming closer down the aisle, with pointless intention, obvious fake tidying etc. This is fine by me having a retail background, I understand being vigilant with potential shoplifters. However, after the first couple of initial scouts, its hard not to be offended when it continues. We were in no way acting or looking suspicious. We didn't have any bags with us. Not one member of staff interacted with us, which is usually a helpful detergent for shoplifters. Not even a slight smile, no asking us if we were ok or needed help, just looking down at us from a short distance. It was too obvious to ignore and made us feel like the stuff you find under your shoe. We started to rush through the things we needed to look at. The last straw was two members of staff casually chatting, fake tidying and squeezing down the small aisle we had been down for awhile, we were discussing paint colours. Then a third person came from opposite end of the aisle. Plenty of other aisles and customers instore to watch but we had the pleasure of of being almost escorted around most. Several different members of staff we encountered and they all consistently looked us up and down. Without saying a word or even a friendly smile. We skipped the the rest of the store, I wished we didn't need any of the stuff we already picked out because i didn't want give any of my money to Dunelm. We paid and left, won't be returning.

Nice products and good online experience.

Bought a coffee table first time that ended up being cheap contact paper wrapped in hefty cardboard with a glass table top which arrived broken, and sliced my finger open due to this. All of the metal fixings were also covered in rust. After sending picture evidence, I was told that I would get a replacement table top sent out within the next 10 days which was a complete and utter lie. This was a month ago. I was then told just last week that an investigation will take place to find out what’s happening and I will be contacted in three working days, which was also a lie. Now I am left with an open shard glass table top sitting on don’t cardboard legs wrapped with contact paper. I am also disabled with stage four cancer which I made them aware of, and cannot discard of this table. Stay away from this website.

All good. Easy website to use. The merchandise is attractive and realistically priced. Each time I have shopped online the items have arrived quickly. Very pleased and will shop again. Many thanks.

First rate customer service for an online purchase.
I ordered some velvet curtains at a very good price.
Evri began a horrible drama with me,& I suspected I would not get my curtains.Previous experience.
I reached out on the phone to Dunelm.
A human being listened to me,ordered a replacement item immediately, was very patient & kind.
Thank you,Dunelm.
My curtains are very beautiful,exactly the right colour.

on august 19th a bed frame i bought from them broke within 5 months of purchase, thus began a two week long game of me having to chase them up every day to perform the herculean task of sending an email to arrange an appointment for repair. once i got tired of waiting for them to do their jobs, i called and said i would just like a refund, which i am entitled to by the consumer rights act (2015) as i had given them a chance at repair and they hadn't done so. i was told dunelm couldnt process the refund and that it had to be sent to a different team, which makes no sense because if dunelm took my money and delivered the bed they can give me my money back and collect it. lo and behold, the day after demanding a refund, i was finally sent the email to arrange an appointment. the ONLY AVAILABLE DATE FOR THE REST OF THE YEAR is october 12th, meaning I will have gone almost two months sleeping on the floor by that time. i dread to think of an elderly or disabled customer dealing with the same thing i've been going through, i'm an able bodied young person and i've been getting back pain from having to sleep on the floor like an animal. dunelm has shown a systemic lack of care for their customers, do not ever buy furniture from them.

Having just moved house we have needed to buy curtain poles, curtains, light shades and bar stools to name but a few… most have been purchased via click and collect and some excess purchases ( for choice options) have been returned easily back to store. One of our stools was slightly damaged and a quick phone call and the helpful staff held a replacement til I arrived half hour later.
One of the lamp shades was not glued well and do we also had to return and exchange that too.
Have spent a lot of money in store this passed couple months and it would have been nice to have found more discount codes/ offers to help.

Impossible to get hold of anyone at Dunelm by phone(called at least 20 times "all lines are busy, call back later"), either at Head office, or Eastbourne branch for a query on money taken from my account without an order number or order email confirmation on a ckick and collect order. Forced to travel to shop where young assistant was very unhelpful, just said contact your Bank, nothing to do with us. So sorry won't be using your online service again

Website is easy to navigate - found everything I was looking for. Some furniture items for my elderly Father- flat pack but went together well and are really nice. These lounge items were also on an offer so bonus all round!
Delivery went smoothly.

Excellent t service and delivery

Love Dunelm: products generally good quality and returns/exchanges are good. Only feedback I'd give is some staff not warm/friendly.

Quick delivery, beautiful colours, great quality.

So eent into the wisbech store but they didnt have larger paint the size tins i needed, so ended up ordering online, next day delivery and because it was iver a certain amount it was free.. wish i hadnt bothered driving into wisbech in the end with is half hr away. Really i.pressed with the quickness and quality of the paint. 👌 Thank-you

This has been one of the most frustrating and unacceptable customer service experiences I have ever had.
I ordered two made-to-measure shutter blinds, including fitting, through the Dunelm app on 18 July. Dunelm had absolutely no difficulty taking my money immediately. What they apparently could not manage was the rather more basic task of actually organising the fitting or keeping me informed.
For nearly six weeks, I heard nothing.
Not one proactive update.
Not one fitting confirmation.
Not one call.
Nothing.
As the expected fitting date of 28 August approached, I had to contact Dunelm myself. On 26 August, customer services checked my order and assured me that everything appeared to be progressing as expected. I was specifically told I should receive a message the evening before fitting confirming the fitter’s arrival window.
That message never came.
So, on the morning of 28 August, I had to chase Dunelm again.
I was told the shutters were due to be delivered to the Thurmaston store that morning, that it was surprising I had not been contacted about the fitting, and that the store would be contacted and would call me back immediately.
Again, nothing.
No call.
No explanation.
No update.
I then had to chase the Thurmaston made-to-measure department myself.
Only then did I discover the truth: there was no fitting appointment booked at all.
Let that sink in.
I had waited around six weeks. I had contacted Dunelm in advance. I had been reassured that everything was progressing normally. I had been told to expect fitting information.
And yet the fitting appointment apparently did not even exist.
I was then told that the earliest available appointment would be 18 September — approximately nine weeks after ordering and paying.
That is not a minor delay. It is a complete failure to properly manage the order.
Worse still, I had relied on the information Dunelm gave me.
Believing the fitting was taking place on 28 August, I arranged for my existing blinds to be removed the day before. I reorganised my work commitments. I arranged for my mum to be available at my home in case access was needed.
All of that was completely unnecessary because Dunelm had failed to arrange the appointment in the first place.
I am now left without window coverings at windows that are very close to the street, with a significant loss of privacy and protection from sunlight.
And still, throughout all of this, I have had to do all the chasing.
I chased Dunelm before the fitting.
I chased Dunelm on the fitting day.
I chased the local store.
I chased for answers.
I submitted a formal complaint.
And now I am having to chase the complaint as well.
I submitted that complaint on 28 August and immediately received an acknowledgement stating that the normal response time was 48 hours.
By 2 September, I had still received no substantive response whatsoever.
So even after making a formal complaint specifically about Dunelm’s dreadful communication and the fact that I had been forced to chase at every stage, their response appears to be to make me chase them yet again.
You genuinely could not make it up.
What is particularly unacceptable is the number of times I was given reassurance that later proved worthless. I was told the order was progressing as expected. I was told I should receive fitting confirmation. I was told the local store would call me immediately.
None of it happened.
For a made-to-measure service involving a substantial amount of money, this level of organisation and communication is disgraceful.
Taking payment immediately and then leaving a customer to spend weeks trying to work out what is happening with their own order is simply not good enough.
I cannot even review the shutters themselves because, despite ordering them on 18 July, Dunelm still has not fitted them.
What I can review is the service.
The communication has been abysmal.
The organisation has been abysmal.
The contradictory information has been unacceptable.
The lack of ownership has been extraordinary.
And the failure to respond properly even after a formal complaint only makes the entire experience worse.
I placed this order in good faith and expected a professional made-to-measure service. Instead, I have been left chasing repeatedly, rearranging my life around an appointment that apparently never existed, and sitting in my own home without proper window coverings because of Dunelm’s failure to manage the order correctly.
At this point, I have virtually no confidence in Dunelm’s ability to handle this service competently.
Absolutely shocking from start to finish.
One star only because Trustpilot does not allow zero.

Attentive and knowledgeable assistance from the staff. Willing to help in any capacity that my husband and I have asked - be it searching digitally, click and collect, finding merchandise in the store and help us take heavy parcels right to our car. Dunelm has been our go to store since my husband moved to Saundersfoot. Not just on August 4, 2026 - see below.

On the 28th August i ordered click & collect from Rochdale store. It stated it would arrive on the 30th August, they would email me on the day to collect. They did not email so i went in the store they told me it was not there possibly monday/tuesday. On monday i rang customer service who told me it could be possibly tuesday or wednesday. So i said "Why say the 30th then". She said sorry, but i have still not received the email upto 3pm today. If i'd have known this i would have ordered off ebay

I did phone today and he did state my order was at Rochdale store since tuesday so i said can i go for it. He said no not until you get the email.

Really bad experience with this company. Will definately think twice before ordering with them again.

I suggest they get more staff to deal with orders that arrived in their store YESTERDAY!

Beautiful curtains at a reasonable price- very happy with the whole transaction!

I found Dunelm's website very easy to navigate and to place an order. I received confirmation email and delivery date. On the morning of my delivery I received an email and text stating the time my order would be delivered. My parcel arrived very well packaged and within the hour stated.