Dunelm — Local services in Great Britain

I am writing to express my disappointment with the experience I had with buying online from Dunelm - the UK’s Leading Home Furnishings Retailer (their business description not mine). Although I had high hopes based on that business description, my experience fell extremely short of my expectations. I would like to provide some specific feedback so that you may have the opportunity to improve for future customers. The whole shopping experience was amateurish from beginning to end and completely lacked communication, organisation and structure. On the 3rd February I ordered and paid for in full a bed, and agreed that the delivery would not exceed 14 days (delivered on or before the 17th of February). On the 7th of February you informed me that delivery would be tomorrow the 8th of February. I cancel all plans for 8th of February and wait in for delivery. On the same day, the 8th of February you send me an email stating the bed has been damaged by the courier and therefor will not be delivered and that you are reorganising for another bed and delivery. 6 days later on the 14th of February you send me another email stating with no explanation whatsoever that you are issuing a refund and that is the transaction complete! So 11 days after ordering the bed I receive nothing except a standard company apology. I immediately order the same bed form another retailer and have within 3 days. While I was disappointed with my experience, I am hopeful that you will take this feedback constructively and use it to make improvements for future customers. In my opinion I believe that by addressing some serious issues, you will not only improve the overall experience for your customers, but also improve your reputation and business success and maybe someday you will earn the label of the UK’s Leading Home Furnishings Retailer. Thank you for taking the time to read my feedback, and I hope that you will take this as an opportunity for growth and...

We visit this store on almost a weekly basis to pick up bits and pieces for our properties. Usually the service is great. But today we got to see how the management of the store act when you want to return something. I had returned with a double sheet that I had purchased on Wednesday that was the wrong size. I have also picked out new curtains and a curtain pole that I wished to purchase at the same time. Because I didn’t have my receipt I had to wait on a manager and when he finally did show up rather than just take the details to process the refund so we could complete the transaction he decided to chastise us for failing to register for their e-receipts. I explained I don’t want e-receipts and that should have been the end of it but instead he went on and on about how we simply had to have e-receipts until I just picked up the sheet, leaving the curtains and walking out in disgust at his attitude. There isn’t a thing in those store that can’t be purchased online cheaper and better quality. We used it for convenience but after showing us how your management treat customers we...

Went to Dunelm to find some Box Style pillowcases. Couldn't find any in the bedding section, so thought I would ask a member of staff. Staff very thin on the ground. Finally saw female member of staff, her work top emblazoned with the words "I am happy to help you". Well, she didn't appear happy at all. I clearly interrupted whatever she was doing amongst the curtain samples. I did ask politely if she could help me. Cue barely noticeable eye roll. I enquired about box pillowcases. She said she didn't think they did them. I said that was strange because I had looked online. She intimated I should have done Click & Collect then. Finally she looked on her tablet saying they didn't have any in stock and I'd have to get them online. When I got home I checked and found they were in stock and I could have got them in store. Totally useless member of staff with poor customer...