Dunelm Reviews Summary

Customer Service

Pros:

• "The staff are always friendly and chatty in there."
• "Today we visited MK store to exchange a couple of bedside lights that we purchased 2 weeks ago and had a lovely lady named Rida who could not do enough to help us."
• "A genuine pleasure to visit with good prices and a healthy number of sales assistants."
• "Great place to be welcomed by members of staff asked if I needed any help found what I needed."
• "The staff are really helpful and will come to you to make sure you have a great experience."
• "During my visit, I was really impressed by the staff and the store in general."
• "Friendly helpful staff"

Cons:

• "Staff seemed generally bewildered and poorly trained."
• "Very poor customer service from inexperienced staff."
• "Rude and unsympathetic staff (including the Store Manager)."
• "Moody woman at the till! was annoyed as items were priced incorrectly on the shelf!"
• "Experienced Horrible customer service. Ordered a click and collect item. Before I can collect it, someone else collected it."
• "The staff at Milton Keynes shop was so rude."
• "I phoned the shop with an issue I had with an item I bought there... they thought it is professional and appropriate of them both to treat my issue as a laughing matter."

Store Layout & Cleanliness

Pros:

• "There are lifts to the first floor as well as stairs."
• "A large Dunelm located about 10 mins from the main shopping centre."
• "Well organised with a one way system to keep you safe."
• "Store is well laid out for the current regulations."
• "Clean, tidy and easy to move around the store."
• "Very clean and tidy inside with plenty of staff."
• "One of the largest dunelms I've actually seen."

Cons:

• "The layout of things in Dunelm is confusing."
• "Store was messy with stock piled up against displays, bed/mattress display was inaccessible."
• "At times this place can feel much like a busy jumble-sale with displays that are not tidy or easy to find what you want."
• "The shop had lots of boxes on the floor and therefore it was not easy to push a wheelchair on the 1st floor before we could move forward we had to move stuff out of the way."
• "It looked like nothing had been tidied up or sorted out for weeks, the amount of rubbish and stock strewn around on the floor was unbelievable."
• "Only downfall is if you have a pushchair or wheelchair it's very hard to get round as not a great deal of space between isles."
• "The restaurant was not that good and food was not worth the money."

Product Quality & Availability

Pros:

• "A good selection of pillows and kitchen scales which was the primary purpose of the visit."
• "The items we brought were of a high standard and were mid range price wise."
• "Nice large well stocked Dunelm store popped here as my local Dunelm did not have my item in stock."
• "Other items seem to be of a good quality and price."
• "Bought 3x pairs of curtains, amazingly the cheaper pairs are great."
• "Brought 2 rugs reasonable price."
• "Lovely shop. Plenty of choice."

Cons:

• "Ordered an item for click and collect. Got it and the box was broken."
• "I ordered 2 metal & wood display units... both units were chipped on front edge."
• "I know their products are cheap and shoddy but in this case I think they've tried to sell me an already returned faulty item."
• "The pair that cost over £100 are not straight."
• "Bought a Sofa online and only half of it was delivered."
• "Brought made to measure curtains in May 2023, had problems from the start."
• "Dunelm has got more expensive over the years."

Online & Click and Collect Service

Pros:

• "I ordered for click and collect the night before... the service was excellent."
• "It actually arrived a day early!"
• "I ordered a click n collect item, web page said it would be ready in 3 hrs time. It was ready in around 5 minutes!!"
• "Very impressed, needed curtains Chloe showed me to the size as I needed 2 pairs 90in x 90in only had one pair In stock. So she went on her ipad found them, ordered 2 pairs to be delivered to my home address free of charge."

Cons:

• "Click and collect isnt the most organised and they dont protect they items they just give you the items in a basket or trolley."
• "Long wait on the phone to get an uninformed feedback."
• "I takes more than 8 months to get curtains. Money from account gone long time ago and goods still not delivered."
• "Click and collect service could be improved. Customers are made to linger outside while orders are collected rather than having a dedicated click and collect desk."
• "Reserved an item online, said estimated to be ready in three hours, three days later still hadn't got a confirmation email."
• "Click and collect items aren't ready when you arrived."
• "Experienced Horrible customer service. Ordered a click and collect item. Before I can collect it, someone else collected it."