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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