Dunelm Mill is the example some other more unscrupulous companies ought to follow. Customer care and after sales are important to Dunelm because then they know people will come back. No-one will ever get 100% but the ratings seen here for Dunelm, I believe are very good, we will continue to shop there.
I went to pick up a pre-ordered product from the Hemel Hempstead store. After having a look round, I went to customer services to pick it up.
I was waiting for rather a long time, and no one thought to apologise about that. I also noticed that the queues at the two operating tills were growing quickly.
While I was waiting, I noticed that one of the young ladies on the Customer Service desk ("Sammi") was chewing gum, and at the same time carrying on a lively conversation with her colleagues.
Both of these are no-nos in my book. If you want to make your customers _want_ to come back, these things need to be improved. People may not remember a good experience every time, but they will remember a bad one.
On the plus side, Dunelm had the cheapest price and the only stock of the product I was looking for, so I was satisfied in that respect at least.
my first order was for a mirror which arrived on time and in one piece, very happy with the service, so I decided to order some furniture, I ordered the toulouse pot/bedside stand/unit and the 4 drawer small chest which was lovely and was ready made no flat pack just open the box and put in place, this furniture is nice if you like the French shabby chic stuff and at a good price,the items arrived on time and I was kept informed all the way along right up to delivering to the door, delivery guys quick and friendly,,very please with dunelm mill so far, I have now ordered another set of furniture in the toulouse range for the spare bedroom, hopefully everything will be as straightforward as last time if not I will be back to let you know..very happy so far so good
When you order on their website they say they will deliver, their courier doesn't bother.
For 2 days running I'm told by their in informed customer service team that something will arrive. Eventually I was told it would NEVER arrive, so they refunded me.
Was offered £35 'gift card' as recompense for losing days (this is the second time this year Dunelm have done this to me..should have learned my lesson the first time!). £35 is an insult.
This company is a disgrace.
Shopping in Dunelm is always a very pleasant experience in the Milton Keynes store. The staff are very helpful, courteous and friendly. I always find good choices of things to buy. The coffee shop is also great, lovely staff and great choice of food and beverage all served with a great smile and genuine friendliness.
Went and ordered a mattress in store and the guy in his first suit which was 4 times to big...advised me on a mattress, ordered paid and the price was taken twice from my card. When I called the store manager, he told me that was the price of the mattress!!!!
Very happy with the service received from Dunelm Mill both in store and on-line.
This year we have furnished 5 holiday lets with curtains and bedding from this company. All our clients have made nice comments.
Next year when we complete our final unit, we shall be on- line looking for another style to wow our clients.
We bought two sets of stripy Hampton towels and they are excellent - lovely and soft and quite thick. We also bought various other bits for the house and it was all delivered for free expertly packaged. I love shopping at Dunelm and would highly recommend it.
I have to say its a pleasure to shop in Dunelm Ipswich. the staff are always helpful but not pushy. The store is well laid out and the merchandise is of good quality at competitive prices. I've also used the online service to buy a large carpet. Dunelm kept me inform by email at each stage of the purchase and did not take money from my account until the item was sent out for delivery. Delivery was well within the time promised and arrived 3 days early!
So well done Dunelm staff and thanks for this high level of customer service! Incase your wondering which I would be reading this, I have never worked for, or know anyone that works for Dunelm.
I have bought a few items from Dunelm, some I have reserved and collected in store, some I have had delivered. Got to say, I haven't had anything specially made, everything was boxed.
From my experience:
1. Store staff are really happy to help and have good product knowledge so I rate them 5star.
2. The customer services and after sales telephone team are really helpful and understanding. Twice I had to deal with them and on both occasions they were exemplary and performed above and beyond the service. Basically I received damaged goods, they arranged for new items to be sent, or reserved in store (my choice, as I was in the area ). All of this was relatively hassle free and the problems I had incurred were correctly dealt with.
AS A DIRECT RESULT OF THE CUSTOMER SERVICES TEAM, I REALLY HAVE BEEN RECOMMENDING THEM TO FRIENDS AND FAMILY. I HAVE BEEN BACK SINCE.
2. Reserve and collect system is 5star.
3. I HAVE had PROBLEMS with the delivery service. The first time the items that arrived were a little damaged, the second time, 5 out of 12 pieces arrived broken.
On both occasions this could have been due to the items not being packed securely enough in the box, or the Yodel delivery service. As a result of my delivery experiences, I would have to rate them 3 star. I will give them the benefit of the doubt as they do use YODEL. Change that, I reckon it will be problem sorted.
I do a lot of sewing and bought a "Dunelm" brand overlocker. It had no threading
instructions and when I contacted HO Customer Services they said someone
in store would be able to show me. Trudged back on a 14 mile round trip, guess what
no one had a clue as to how to thread the machine. None of the machines in stock
had instructions either. Contacted HO again and was given the run around for two
weeks - many promises of obtaining instructions from the manufacturer. Nothing
was ever supplied and after seven reminders I took the machine back to store
whilst it was still in time for a refund. Needless to say I never did get the instructions..
I purchased a customer made vertical blind, so that I could obtain the colour I wished. Instead of buying a ready made blind of a particular size, but with limited colour choice. Duly submitted the measurements and colour requested, only to find that the blind arrives in kit form. So much for my custom made choice. I expected just to fix the track and then attach the blind, but no I have to add the chain and louvre weights. There is no indication on the instructions as to whether all the component parts are enclosed either, as some have arrived loose (not in a sealed bag).
Not recommend buying this type of product from them again. It would have been easier and cheaper to forego my chosen colour and picked something cheaper and ready made.
After deciding to spring clean my son's bedroom, I took his curtains which we bought at dunelm mill, to the dry cleaners as the care label specified dry clean only. They were in desperate need of a clean as there were mould spores beginning to grow on the lining. When I went to collect the curtains I was told that they hadn't been able to clean them as the lining was a thermal material which would have disintegrated with the chemicals used in dry cleaning. My only option is to get them relined bearing in mind that the curtains cost 300 pounds in the first place. It will be cheaper to just buy some new curtains, but not from Dunelm mill.
Ordered a couple of bins - pretty simple stuff. Arrive very well packed, with one bin inside the other. The inner bin was dented - must have been like that when it was sent as the packaging was so good.
Tried to return, but they use Yodel so 3 collections failed. Gave up.
Compare to Lakeland - if you phone them with a problem, they just refund on the spot with no need to return.
I placed an order on the 14/04/12 for new kitchen accessories, mainly a set of tea, coffee and sugar canister and a few other bits and pieces. All items were stated as "in stock" when I placed my order, and I was given a specific delivery date of the 25/04/12.
The delivery date came and passed with no goods having arrived, so I contacted the company that day, and also four days later having received no response.
I eventually got an email on the 30/04/12 stating that tea canister I ordered was out of stock and this item had been cancelled, and the rest of my order would be dispatched shortly. I emailed a complaint as obviously the rest of the set was useless without this item, and I was extremely unhappy with the wait.
I received a seemingly automated reply to say that my order had been cancelled and, nothing more, no explanation. The item that was cancelled, due to no availability of stock, is still listed on their website as "In Stock" for home delivery. Truly appalling customer service, wouldn't use them ever again.
I waited at the customer service/returns counter which at the time was being used also for paying customers as the only other paying terminal also has a queue. My intention was to return wrong sized cushion covers. The customer is front of me appeared to be furnishing a whole house with the staff member wrapping each item individually eg glasses, cutlery, crockery etc etc. As I noticed there was an assistant arranging stock nearby, I asked if it was possible for someone else to help out. She simply shrugged her shoulders and said I would just have to wait. Upon my asking if there was anyone senior I could speak to, another member of staff suddenly appeared to help out. However I was made to feel uncomfortable by their manner and body language and could not wait to leave. I will not be returning to that ;particular shop anytime soon.
Returned some items back and they were 2 days late than ther 28 days policy, would not give a refund only a credit note. I even spoke to the manager and she said it is company policy. Would not go back there. Very unhelpful, no flexibility and poor customer service.
Their products offer you the value for money that you expect.
They've got some good quality stuff there as well.
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