Dunelm Reviews Summary

Customer Service

Pros:

• "So impressed with the staff at this store. The lady's in the cafe are very attentive and really care about making your experience good."
• "The staff in the store were lovely - one even went out of their way to successfully find me something from the stock room."
• "Staff were helpful in store."
• "The staff are all friendly and helpful too!"
• "Annabelle was the most helpful person ever! She helped with all my enquires and helped me to find everything I was looking for."
• "Had a problem with our curtain rail so phoned up and the gentleman on the phone was so helpful."
• "The girls behind the tills were first class and a credit to the company."

Cons:

• "What a mess! As usual not enough staff in restaurant..people walking away saying don't bother you'll be there all day! Toilets ....as usual smelly and disgusting."
• "Obviously no management input or training on how to communicate with customers."
• "Terrible customer service, staff were too busy talking among themselves to help me."
• "Some staff seem lazy and unhelpful, prefer to mess around with colleagues than help customers."
• "They just walk around ignoring you."
• "Very disappointed today, as I was NOT informed at the time of purchase that I cannot return the duvet cover I bought."
• "Bad customer service when asked to do a refund."

Store Layout & Accessibility

Pros:

• "The click & collect staff are right by the entrance and they bring your order back to you, so you can sit and wait or browse, whatever you like."
• "Nice small cafe upstairs, selling cakes and light bites, with decent coffee."
• "The cafe has had a massive refurbishment and so much better with a good menu."
• "Visited for click and collect which was very smooth."
• "Easy to use Click and collect."
• "Store opened at 10:30 today, Sunday, for customer browsing before the tills opened at 11am. One way system in an attempt to maintain social distancing."
• "The cafe has very friendly staff now (2 young chaps serving. Very friendly, polite and helpful) the store was clean, well stocked."

Cons:

• "Couldn't get around the store with the wheelchair due to trolleys with stock on most Isles."
• "Slightly difficult to navigate around the shop and it does just feel like walking around a warehouse."
• "However, the way the merchandise is organised, it can be off putting."
• "The whole layout of the shop just seems a bit odd lots of the display items were dusty or had dirty marks on."
• "Overcrowded, too much on display so it is difficult to manoeuvre around the store especially during busy hours."
• "Not an enjoyable shopping experience at all in this store. There seems to be no order to the products with categories being in certain aisles."
• "The store seems unorganised with small Isles and items randomly together."

Product Quality & Selection

Pros:

• "Found some really good bargains in store and online. Overall a pleasant shopping experience."
• "Good range of products and reasonably priced."
• "Great selection, we stayed for cappuccino and baps, staff were so friendly, food lovely and fresh."
• "There are loads of bargains to be found in this quirky homeware shop."
• "Amazing selection of home soft furnishing products, and kitchenwares."
• "The prices, choice of options, and quality of curtains were good too."
• "A large store with a variety of household items."

Cons:

• "For a 235 cm curtain, the chain provided is not even half of the curtain."
• "I had some made to measure curtains fitted last week and they look terrible."
• "Overall quality good except for rough cutting edges by manufacturers."
• "Showing stock but had none."
• "We ordered a small Kenzo Double Futon from Dunhelm. The fixtures and fittings are missing."
• "Disappointed. Went to buy curtains, but couldn't find the fabric needed."
• "They don’t even know what product they have in their stock."