bilal malik

Trustpilot

Best staff

We often go at this store. I have heard staff going an extra mile to help customers but Bailey their best staff goes 250 miles. Awesome service by her every time we have visited. She is so good at her job that it will make your day and that kind of service is always remembered and appreciated. She is so helpful and always seems happy and smiling. Very friendly and professional with good knowledge about the stock. Store has plenty of parking and reasonable offers but who cares when Bailey is there to help you out with whatever you need in the store. Best wishes to her and other staff members at this Dunelm Thurrock store.

ST

Trustpilot

literally the WORST customer service…

literally the WORST customer service ever. Impossible to contact them, zero coordination with delivery partner, order delivered piecemeal in dribs and drabs over several days, promised changes to delivery not delivered. Do not recommend.

Emma B

Trustpilot

Hopeless CS

Hopeless. Several messages saying items would be delivered in a timeslot today; no show; no updates received yet system now says out for delivery now AND tomorrow. DHL tracking is a black hole. Dunelm helpless to give better information, just says it's tomorrow and assumes someone can wait in again all day then too. Had to ask rep to stop repeating 'OK' as obviously it isn't. Both seem to have lost sight of the customer as a customer. Expect I'll have to cancel the order. Frustratingly poor service. Edit: items delivered just as I gave up waiting and went out. I feel so sorry for the delivery guy who was badly let down by the systems: a simple updated ETA message when he was delayed would have saved a lot of aggravation. Use digital to keep customers better informed, not to push them away. FWIW, item colours not as seen online or in store, so returning both anyway. Waste of time.

Rachel K

Trustpilot

Appalling online service

Writing this on behalf of hubby - he ordered an egg chair for my birthday and as Wednesday (yesterday) was my day off this week, we requested that day for delivery. He got a call the previous evening to say our time slot was 7-11am, then a 6.20am weds, another call to say they would be with me in 35 mins. After 45 mins he got a text to say they couldn’t find it on the van. More than 24 hours later, nothing further. How on earth can you not realise you haven’t an egg chair on the van or that you “can’t find it”? He paid £10 to have it delivered as at the time it wasn’t in stock at any of our local stores. Absolutely appalling service and for Dunelm to not even have followed up to let us know what is going on has made us decide in future we will take our custom elsewhere. £210 of our money and as yet nothing to show. Shame on you.

Gillian Buckley

Trustpilot

We had a few quotes for vertical blinds…

We had a few quotes for vertical blinds for our conservatory and bedrooms. Dunelms price was way below all the other companies but the service and quality was way above. We are so pleased with our new look bedrooms and conservatory. Will choose Dunelm measure and fit service anytime in the future. Fitters were efficient and tidy. They took all the packaging away and left our place clean and tidy.

Sam

Trustpilot

Good range of stylish products. Competitive prices.

Good range of products and good prices. Great online shopping experience with filters and search functionality. Delivery is reliable with shipping details emailed tracking. Egyptian Cotton Towels are good quality and long lasting. I had one ceramic bathroom item only last a few months, but it was cheap (£5). It would be great if all items were available for delivery rather than Click and Collect option.

valerie goldsmith

Trustpilot

Do not order from Dunelm if they can only deliver the goods via DHL

Goods ordered on 9 May and Dunelm told me it would be delivered by 11 May. Since then I have had contradictory notifications from DHL but no delivery. For example, I had a notification telling me my delivery would arrive within the hour as I was first drop on the van's route. Within ten minutes I had a notification to say that the van had been delayed "by bad weather" (it has been sunny all day). No frim day for delivery was given. I have had copious "chats" online with Dunelm and two phone calls from a senior staff member - but no-one at Dunelm is able to get my parcel delivered. I have had to order the goods again from another supplier. BEWARE DO NOT ORDER ONLINE FROM DUNELM IF YOU CANNOT CLICK AND COLLECT. DELIVERY ARRANGEMENTS ARE A COMPLETE SHAMBLES

Angela Gebbie

Trustpilot

Timewasters

Ordered a garden ornament online, due to be delivered by DHL by the 13th. Waited all day in vain. Email received from Dunelm apologising as they'd noticed DHL hadn't scanned it for delivery. Tracking showed DHL had the product. Today the 15th I have received a refund, no explanation given whatsoever. This is the 1st time ordering with Dunelm and will be my last.

Joy Cansfield

Trustpilot

Unbelievably rubbish curtain making…

Unbelievably rubbish curtain making service. They made our curtains twice the size of the measurements we gave them and then refused to alter them. We now have curtains that will need cutting in half and hanging in two rooms instead of one! Customer Service = Nil Points!

Susan

Trustpilot

Great company Ian and Charlie were the…

Great company Ian and Charlie were the best delivery drivers ever polite and took the mattress upstairs for us As we are both elderly and my husband is very unwell. Thank you so much great company have got my other bed from them and numerous items in store. Would recommend Dunelm xx

Ian

Trustpilot

Unacceptable courier service

Ordered Dunelm goods online and notified that DHL would deliver these goods yesterday before 8pm. Remained home and regularly checked courier’s progress until 3 deliveries away. At 2230 DHL cancelled my Dunelm delivery and returned the goods to their depot. This is unacceptable and needs attention by Dunelm regarding the paid service their customers are receiving from their courier service DHL. Now forced to rearrange delivery.

Ken Allsebrook

Trustpilot

Great customer service!

Dunelm Woodseats Sheffield. (Our local store) 15th March 2024, we bought some bedding for our upcoming self-catering holiday. We didn't open the goods until beginning of May. We found one package stated "Single Duvet cover, Incl 1 pillowcase" but when we opened it there was only a single fitted bottom sheet. We called at the store today to report the error, not expecting any refund or action since it was 2 months since we'd bought it and had no receipt and in any case, the packet had cost only £3. Surprised and delighted to be given a refund of £3 with no argument or reluctance and an apology for the error they had made in packaging. I'm very impressed! (And the in-store cafe Pausa coffee shop serves the BEST apple pie!!)

ratgirl

Trustpilot

Do not buy anything that will not fit in your car

Brought a mirror which arrived promptly. Well packed but we needed to return it. Easy …used live chat . Date organised. Sorted out life to be home. DHL gave a time and then ….nothing. Live chat …which you constantly need to refresh….Dunelm ‘sorry they tried to collect at 7am (odd as you told me they collected 8am- 18.00pm) but you weren’t in’. Hmmmmm….I own a nasty loud German Shepherd who loves to terrorise any person who comes to my door so DHL picking up at 7am is absolutely untrue. Rebooked ….07.54-08.54 today. Guess what …no collection. Live chat …Thanks Hannah M …’sorry there is nothing we can do until we hear from DHL’. Even better …’this is a free service’ . Now to me that sounds exactly like ‘stop moaning you aren’t paying for it’. Also you can take it to your nearest store. Thanks Hannah …if you looked at the order and saw the size you would realise it won’t fit in the average car. Does Dunelm not actually understand that not everyone works from home nowadays? Organising time off to wait in for a collection takes some doing. To then have nobody turn up twice and be told when we are sorry there is no reply from DHL ….what can I say. No telephone service. I asked to speak to a supervisor …told sorry that wouldn’t change anything. I really don’t care that the service is free…. Do not offer anything that you cannot reliably provide. My advice….buy in store. Buy items that you can get in a car and return. Do not buy anything bigger than your car …as the return service is awful. Also Dunelm ….live chat is poor. Having to refresh constantly is annoying. Also think about changing your courier…DHL are letting you down. Still have a huge mirror in my hall …no return date Wed 15/05 booked for a 3rd time and did not turn up. Now rebooked for Monday. Very disappointed especially as no supervisor has contacted me.

Yuvi Patel

Trustpilot

I bought 2 ceiling lights to be…

I bought 2 ceiling lights to be delivered while a tradesman is working at my house. Few days later a driver shows up and can’t find my items. I had to chase Dunelm for this. The next week 1 light shows up, the other missing. I chased Dunelm 3 times and nobody is giving me an acceptable response. As this light will not be here in time for the tradesman’s finish date at my house, I will incur a £100 call-out charge for the missing light to be fitted and to make it worse Dunelm can’t even give me an alternative delivery date. This is a shambles. Poor experience and disgusting service.

Isabel Daly

Trustpilot

Terrible delivery service

Ordered a mirror that was not available to click & collect. Delivery is by DHL. Followed tracking, however day set as to be delivered by came and went. Communication with DHL is a nightmare but information available was that they were unable to deliver. Contacted dunelm and they were unable to even confirm if item was collected by DHL. Apparently I have to wait for a further 5 days after delivery was due before they will dispatch another mirror. After 3 days and no communication I cancelled item and requested a full refund (which can take up to 5 days to reach your account) As reviews about delivery of this large item were so bad I decided to choose another smaller mirror but still not available to pick up from store. I chose the next day delivery as it was my day off so that I didn't have to take yet another annual leave day. Tracking stated that item was collected by DHL at lunch time but next morning I receive new tracking stating that the mirror will now not be delivered that day despite paying for this service. Contacted dunelm, lovely girl on phone but basically unable to tell me when the item will be delivered as dhl can take up to 72 hours to respond!! Absolutely awful service regarding delivery of large items. Will never purchase anything that I cannot collect and looking at reviews I note this is a very common complaint. Dunelm, stop letting customers down, use a reputable company for deliveries !! UPDATE* call from DHL to say they will not be delivering new mirror 15-5-24 as "it is smashed to pieces in the sealed box" and to contact Dunelm. Avoid Avoid Avoid getting large items from dunelm. Total nightmare.

Helen Oddy

Trustpilot

Happy trip

Always love our visits to Mansfield Dunhelm always come back with something extra, good value & quality merchandise staff friendly and always ready to lend a hand and always finish our trip enjoy a break in their Cafe

Jane Gonzaga

Trustpilot

Very disappointing

Very disappointing I went to buy more of my plates and mugs The bee mugs and ladybugs mug Plus a selection of plates Came away with nothing Only to be told that you have reduced your range and increased the furniture range Not that I saw I person looking at the furniture You need to look at your customer base Mostly wife’s mothers and older generation who buy for the home Everything I wanted you have stopped If you don’t restore dunelm back to how it was you will end up like a lot of major retailers

Zainab Nazir

Trustpilot

I went to the Luton dunlem today I was…

I went to the Luton dunlem today I was served by a lady which seemed nice at first after serving me I said bye, I had not walked more then two steps and she start shouting at her collage sayin that I did not say thank u or bye which I did but how rude an unprofessional that is I told her other collage which said she will Have a word but did not seem apologetic they need to train there staff to be more Polite

Paula Kilgour

Trustpilot

I visited the Ashton Snipe store on…

I visited the Ashton Snipe store on Thursday 9th May I went to look at the bedding section i noticed a woman looking at me then she came to where we were i was with my son who has profound learning disabilities.. i noticed the woman looking at us she seemed to be following us why i do not know as myself and son are well dressed i watched my son go get a wheel basket to put our goods in so i was by myself we were in the store for a while i like to browse the woman approached me and asked in a rude manner can i help you in any way right up to me. She never once asked when we first entered so i don't know why i would need any help as i am not inhibited in any way..my son then returned with the basket i asked her why she would think i need help? i told her my son has LDs and he is learning how to be more independent i asked her why she was watching us and had been following us she said she hadn't she was i asked her why she had not approached any one else...her reply was there is no one else to approach...really must be my eye sight then because there were plenty of people shopping..in the cafe ..i told her she was rude i asked her if she thought i was shop lifting she said no and that she was a helper she did not tell me that right away she showed me her t.shirt with writing on the back after i told her my son has LDs i was annoyed because i seen people near me and she never approached them i went and asked some shoppers if they had been approached by her they said no i asked a nice lady can i speak to the manager..she came i was very upset the manager wouldn't let me tell her what had happened she was rolling her eyes saying that the staff member had told her we had words that was a lie it was a discussion why was the staff member not present during me trying to explain to the manager? the manager was also rude and dismissive to me i told her she was discriminative towards my son because he looks different also has a cleft lip i told her i was leaving she gave me a dirty look and i was going to put a review on she said please yourself ....what lovely management not all the staff are rude the lady who served my son with a bottle of water was pleasant so i didn't get to tell the lovely manager what had occurred..il shop at the Stockport store where we won't get followed .

Stefan Paulinyi

Trustpilot

My delivery was overdue

My delivery was overdue, not for the first time I replied to the confirmation email, only to find out that the address was not monitored . On their website , every effort is made to avoid you contacting them. This looks like the latest business model. It certainly doesn't appeal to me. The email I tried to send reads as follows Hello, Thank you for confirming that my order will be with me by 11 May However, thanks to DHL, it wasn't I am quite impressed with your products , and have visited your shops and always find something that I like there Sadly, I will not purchase from you anymore, because you trust a company with the worst possible record with the delivery. They fail with every single order that I get delivered by them. It frustrates me every time , and I don't see why I should put up with it. I know that I am not alone with this opinion Kind regards Stefan