Dunelm Reviews Summary

Customer Service

Pros:

• "All the staff were very helpful today and our experience in the Cafe was excellent too."
• "Brilliant service. A young lady asked if she could help us and went to the stock room to look for a certain sized pair of curtains we wanted."
• "Very helpful, knowledgeable and professional staff."
• "A special mention for Erin who gave us exceptional customer service."
• "The staff were very pleasant and helpful."
• "We were served by Lesley on the tills who was a real pleasure to deal with."
• "Thank you to all the staff at Dunelm Maidstone for such excellent customer service."

Cons:

• "I was served by Tracy, and unfortunately the whole experience of collecting a couple of items was difficult and I faced rudeness."
• "Service was slow."
• "Horrible service at the cafe."
• "Very rude member of staff on one of the check outs... Made no eye contact with me."
• "Staff make no attempt to call over other staff when there are lots of customers queuing with one till open."
• "Maidstone branch although bigger. Staff were poorly trained and helpful."
• "Staff ignore you when you ask for help and when they do try to help they don't know where to find things."

Store Layout & Accessibility

Pros:

• "A good housewares shop with two floors. Everything is accessible as it has a lift and the aisles aren't too small to be accessible."
• "The store has a lift and coffee/cake area. Easy access for wheelchair users."
• "The shop has two floors. Lift for customers use if you don’t want to use the stairs."
• "The shop is completely accessible and spacious, there is a lift for access upstairs."
• "Good access for the mobility impaired and there is a lift to the 1st floor."
• "Large car park, shared with neighbouring stores."
• "Parking is usually pretty easy, the shop well laid out."

Cons:

• "Lighting dept very poor in need of re fit dusty shelfs dark not very inviting."
• "We couldn’t find the exact piece of furniture in store."
• "I wish they would keep things like cushions in the same area. Not scattered around the shop."
• "There's pillows in different places so couldn't find the right ones straight away."
• "To much stock in small store."
• "Very limited stock of the venetian blind we needed only had the one in the size needed which had been opened and parts missing."
• "Got what I needed, but it was a bit of a mare to find."

Product Availability & Quality

Pros:

• "I absolutely love Dunelm, I can guarantee whatever I want I can get."
• "Go crazy shopping for your new home or just redecorating!! Quality items, arranged in colours."
• "Great place for bedding, curtains and homeware."
• "Dunelm is a great shop selling everything from haberdashery, bedding, curtains bathroom accessories including towels to scatter cushions, rugs, furniture and kitchenalia."
• "They always have loads of choice of everything for the home."
• "Bought a pillow (Dorma luxury pintuck pillow), the best pillow you can ever buy period."
• "A great shopping experience."

Cons:

• "Called in to pick up a king size deep fitted sheet and a pair of matching pillowcases in light grey or pink, a full set was not available in either colour."
• "Products were dirty and not of good quality!"
• "Many products out on display were broken or damaged (trays, storage boxes, frames, bins etc)."
• "We were unable to find a surface protector/chopping board that wasn't chipped."
• "Have always loved Dunelm but I did wonder what was happening with this furniture??? Maybe not the most logical way to build a bedside table."
• "Did have some issues with some pots & pans we ordered on-line for use on our newly installed induction hob."
• "I ordered a kitchen bin in March that was due to be delivered at the end of April. It is now the 8th June and not only have I still not received it, I haven't had a response to 5 complaints/email queries raised about it or even a refund completed."

Cafe Experience

Pros:

• "A surprisingly good coffee shop, hidden away up in the recesses of Dunelm London Road!"
• "Nevertheless this Dunelm is great and the food is delicious."
• "The food in the cafe was nice."
• "Food is delicious, salad fresh & dressed and toastiest well filled."
• "The cafe always serves decent food and drink."
• "Had coffee and carrot cake before making a couple of other purchases for home."
• "An unusual selection of good quality cakes & pastries also, the place has the feel of an Italian London coffee shop & a pleasant atmosphere."

Cons:

• "Horrible service at the cafe."
• "Scone was very dry no butter just cream and jam."
• "This morning my husband's cappuccino was more froth than coffee and my latte was warm rather than hot."
• "After waiting in a queue longer than Alton Towers Nemesis ride... My 'food' arrived and I've seen more fish on the floor of a fishmongers."
• "The cafe on the other hand 'PAUSA' is the worst cafe I have ever been room their food is microwaved."
• "Very poor service today. Like warm drinks. Cold soup."
• "Cafe staff are rude, lack manners and pretty much seem to not to enjoy their jobs."