Many customers praise Dunelm’s website and store teams for simple ordering and courteous delivery. Reviews often mention smooth click & collect, a clear site layout, and fast home delivery. A separate set describes order problems that were not resolved, including missing items and refunds that were not processed. Product feedback is split, with well-finished made-to-measure items on one side and deliveries arriving in the wrong size or missing parts on the other.
Examples from available reviews (Mar 2022 – Mar 2026).
Website easy to navigate with great range, prices and quick delivery.
“Great website easy to navigate”
Delivery drivers were punctual, polite, and helped carry sofa indoors.
“delivery drivers arrived on time, were polite”
Returned item received by Dunelm but refund still not issued.
“still no refund, sent an email again no response.”
Product impossible to assemble due to mismatched screws and no refund.
“most of the screws don’t fit”
Reviews split into two clear service patterns. Many describe polite store staff, on-time delivery teams, and quick handling in store. Others report missed deliveries, refunds that never arrive, and stock or fulfilment mistakes.
Many customers cite regular offers, fair prices, and fast delivery as good value. For some, value drops when items arrive damaged, the sizing is wrong, or products need returning. A smaller group directly connects withheld refunds with poor value.
Customers often call the website easy to use and well laid out. Several positive reviews mention click & collect and an easy collection process. Store layout also gets praise, while a few complaints point to unclear signage and busy car parks.
Made-to-measure curtains and some soft furnishings get strong praise for fit and finish. Reviews also describe repeated issues: wrong sizes, missing parts, build problems, and occasional early wear. Mentions of mismatched patterns and unusable fittings show up often alongside the positive feedback.
Some customers mention clear delivery updates and helpful calls before delivery. Many others say they got no updates about missed deliveries, cancelled orders, or damage claims that were never sorted. A few also report trouble contacting head office or getting confirmation emails.
Feedback is sharply split between smooth purchases and service failures that remain unresolved. Positive experiences usually focus on an easy website and helpful staff. Negative ones most often come down to fulfilment problems and refund breakdowns.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (20) · Reviews (1) · Quotes shortened · As of: March 2026
Item was delivered to the store and customer service blamed the customer.
“it was delivered to their store instead of my address.”
Regular shopper finds website easy to navigate and deliveries reliable.
“Their website is well laid out making it easy to navigate.”
Ordering online was easy and delivery updates were provided.
“I was kept up to date with delivery.”
Coffee table matched suite but required assembly unlike TV unit.
“part assembled and a lot more expensive than the TV unit.”
Website easy to navigate with great range, prices and quick delivery.
“Great website easy to navigate”
Heated throw works well, easy control and very cosy.
“the heat control is easy to use”
Failed to receive confirmation emails and customer service was unhelpful.
“I didn't receive a confirmation email which was very unsettling.”
Excellent quality and helpful staff, but pick-up signage needs improvement.
“hidden pick up sign needs better signage , Bristol store”
Curtains were high quality and well made; measuring service worked.
“service and quality was excellent.”
Website easy to use, prompt delivery and good value.
“The website is easy to use and gives all necessary info.”
Returned item received by Dunelm but refund still not issued.
“still no refund, sent an email again no response.”
Website easy to use; products good quality and recommended.
“Products are good quality. I'd recommend this company”
Blinds arrived quickly and well made but matching size inconsistent.
“Quick delivery and well made”
Sale product picked up quickly using mobile link; service great.
“all I had to do was click a link on my phone”
Efficient, friendly staff and reasonably priced, good products.
“Efficient friendly staff and surprisingly good stuff.”
Made-to-measure curtains matched pattern perfectly and were beautifully made.
“Very impressed with my made to measure curtains.”
Efficient returns and helpful staff made for a pleasant visit.
“this was done so efficiently and quickly by the lady that served me.”
Three items missing since January with no response from Dunelm.
“Still 3 items missing 30662900 since 11/01/26 no response from dunelm”
Store well laid out and offered lots of choice.
“Well laid out store with lots of choice”
Dunelm called beforehand and polite delivery staff placed item in reception.
“delivery men arrived after calling me in advance and were polite”
Opened duvet set deemed non-returnable due to small sticker and staff.
“this item is non returnable.”
Store staff appeared impatient and made the customer feel uncomfortable.
“rolled her eyes at me and made me feel very uncomfortable”
Next-day delivery failed and customer service was dismissive and unhelpful.
“chat advisor was very unhelpful and had a poor attitude throughout the conversation.”
Staff followed the customer around the store, causing distress.
“follow me around the store”
Curtains were poorly made with mismatched pattern and grain.
“pattern did not match properly across”
Unable to contact head office about delayed lights delivery.
“Trying to contact Dunelm head office to get an answer”
Customer felt disrespected by manager when seeking refunds without receipt.
“The managers attitude towards me was really disrespectful.”
Made-to-measure blinds arrived incorrect sizes and customer service unresponsive.
“all of them are useless as they are not the width I ordered.”
Product impossible to assemble due to mismatched screws and no refund.
“most of the screws don’t fit”
Items shown as in stock were not available and phone service was poor.
“Selling items not in stock.. that they show in stock .”
Delivery failed and customer service provided no resolution or updates.
“Didn't get any updates.”
Evri delivery failed and Dunelm gave no communication about cancellation.
“I received no communication from Dunelm whatsoever”
Click & Collect order mishandled with contradictory information and no accountability.
“I’ve genuinely never seen a company so disorganised.”
Returned items showed delivered but Dunelm refused refunds and gave no updates.
“I haven't received a refund”
Paint arrived a different colour and store refused refund with poor attitude.
“no refund on paints.”
Missing and damaged items reported but Dunelm did not respond.
“nao fui respondida”
Multiple customer service failures and poor product quality caused dissatisfaction.
“Small, Cheap and Nasty.”
Could not reach Chelmsford store or customer services; curtains uneven.
“Absolutely appalling Customer Service.”
Returned an open pillowcase but staff refused refund despite inconsistency.
“they wouldn’t take it back because it had been open”
Hallway rug was poor quality and not as described, but refunded promptly.
“Wasn't as described online at all.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Dunelm is a UK home furnishings retailer selling curtains, bedding, furniture, rugs, blinds, and home accessories. It runs an online shop alongside stores across the country. Services include click & collect, home delivery, and made-to-measure options such as bespoke curtains and blinds. Customers can buy online or in store, and can use measuring and fitting services for larger installations.