Dunelm Head Office

Getting a new kitchen and ordered a 2 set dinner service,after units went in yesterday Ibrought out the boxes.1 dinner plate2 side plates smashed.I have contacted today to hopefully get these replaced but my reason for going on here is that the packaging was shocking,it was a wonder any if the dishes survived.Sandra G20.

Your return and replace policy needs looking at. To expect a customer to take time off work to have a faulty item collected and then expect them to take ANOTHER day off work to wait in for the replacement is unrealistic. Bring the replacement at the same time to save inconvenience. Two trips when only one is needed is also environmentally irresponsible. Your staff also were less than interested in helping. I now have a rug I’m less than satisfied with and I would never use you again.

I used to love Dunelm, but for the last four days. I have tried to call customer services at different times without success. What has happened to Dunelm customer service? Answer, it does not exist anymore - even if you try to get through to click & collect.....POINTLESS!Really disappointed.Date of experience: 29 November 2023

I went to buy some wider Velcro (Fenton store) I wanted the stitch on type as I find the self adhesive one rubbish. I am livid to find that you charge twice for a metre length once for the hook side and again for the fluffy side. I have never been so disgusted by this as I have never in my life had to pay like this before, normally you are charged for 1length (includes both sides). needless to say I will not be buying this product from you ever again

Please put more colours of flat sheets in your stores ie light turqucoise,shimmer white,colourful duvets for adults ,

Ordered a fan click and collect - when I got home I noticed it was cracked, travelled back to store to exchange and had to refund and re purchase then when I got home the replacement was also faulty. Best offer from the store Manager was to travel back to the store for a third time and refund then buy again! Poor product quality and poor customer service. Save the hassle and shop elsewhere.

Purchased Carson snuggle and 3 seater sofa and same order for my mother. Delivery arranged and confirmed by text for today 11.10.23 between 10 and 11 am. Contacted customer service just after 1pm and was told to wait until end of day and if it didn't turn up to ring tomorrow. While i was on this call transport rang and left msg on voicemail that there was no room on van and to contact to reschedule. I called back and was offered return of delivery fee. £45 voucher per order as goodwill pmnt. Will receive call from transport to see if they can deliver tomorrow. My 77 year old mother is sitting on a dining room chair because we had to chop up and take old one out. This was explained to them but could only offer Monday delivery. I said I should be offered £100 per order as goodwill but they refused so I cancelled orders. That is over £3300 sale lost.I would never shop here again.All the staff I spoke to were polite but were having to follow company policies.Let me tell you dunelm your policies and services STINK.Out of principle I have made life a bit more difficult for myself but dunelm do not deserve my hard earned money.

This is unbelievably bad customer service from such a large company.Ordered a Nevada Low wardrobe and paid extra for delivery for a Friday. Told it was coming by email so I arranged for someone to be in and then got an excuse on the Friday it was not on the Van so it won't be delivered (even though I had paid for it).Told they will contact me Monday. On Monday told by email they could deliver any other day that week as long as I arrange by 3:30pm the day before. I emailed back the same day and ordered it for Wednesday giving plenty of notice.I arrange for someone to be in on Wednesday. Wednesday comes and I hear nothing. I contact Dunelm and they then contact me with another excuse saying they didn't pick my email up!! I tell them I've arranged people to be in both days (Dunelms not bothered) and the excuses are not acceptable.I ask to talk to manger and get fobbed off. Told to contact online chat to make a complaint.I remind them that I have email saying if I contact them the day before they can arrange delivery the next day. I try to arrange on the Friday the same week and get told they can't do it due to resources.At this point I have no confidence in the same person I've been dealing with through this process and ask for an email from the manager to arrange delivery. I never get an email.I contact online chat and nothing is resolved. I get told to send them an email through an email address they give me. I get offered compensation in the form of a voucher code on next order when I get my delivery.I tell them I should get a partial refund on this delivery to keep me as a customer.They don't agree and offer the same thing no matter what so I tell them to cancel the order. After having to email them again to get my refund its finally over. Or so I think!I get a voicemail the following Friday asking if I can arrange delivery of my wardrobe.You can't make it up. I still have not received a voucher and won't hold my breath.

Never answer the phone rang head office gives you an email hang up on you and they’re selling a 300 mL milk jug advertised as a 600 mL milk jug. The shop is a joke

It would be 0 but you have to put 1.Please please please avoid buying anything online from Dunelm Online.I purchased a made to order vertical blind which didn’t arrive when promised, so tracked my order as per instructions which said “item dispatched” you then go round and round in circles . Phoned customer service ha ha this number has been closed down. Phoned head office and got auto reply telling you to use the online tracker that I used an hour before. Please use a company that you can speak to an human being. Online chat (robot) said someone would get back in three days. They have my £140.00 I have no blind and can’t speak to a human being. Avoid at all costs.