Dunelm — Local services in Great Britain

Absolutely disgraceful. If I could give no stars I would. I took my nan to get some curtains as she had a leak and the water stained her curtains and the ones she chose needed altering so there were sent off and we was told they would be 2 weeks worst case 4 weeks but we would be updated via email after 4 weeks we had heard nothing we tried ringing the store over 50 times during different times of the day over a few days and there was never any answer. So we went to Dunelm and was told that they had been lost we spoke to a manger who couldn’t explain how they had gone missing he said they could be anywhere in the country he said they had one more pair so they would send them for alterations free of charge. We asked why we couldn’t get through on the phone he said there was a fault which will be fixed. The second pair finally arrived after weeks but we had to chase Dunelm through email as the phone still didn’t work and this took days for them to get back and knowone knew what they were talking about. We put the curtains up and one of them hadn’t been dyed properly one half was much darker than the other. So yet again we tried ringing and the phone still didn’t work so went all the way back there again and they said they will order a new pair and get them altered I still haven’t got them for my nan the last email said they had received them on 16/17th January and they should be in the delivery this week but I do not hold my breath. Not once did anyone keep us updated on any of the three pairs of cuttains that were ordered we always had to chase them. The customer service is disgraceful knowone in the store knew what they were talking about they kept passing the buck the manager looked like he was going to cry when we complained and we went about it as nice as possible he clearly has never been a manger before and does not know how to deal with customers. The phone line still isn’t fixed how ridiculous is that this day and age you can not get hold of a store to talk to them. Other than the refund for the alterations Dunelm hasn’t offered anything to us even though I have had to drive from Caversham to calcot several times for no reason and the stress it has caused my nan she has had to have horrible old stained curtains up...

This store is always a complete mess, things dumped in the wrong areas with staff just walking past without the thought to remove it, went shopping today for a side light but as with past experience the lighting department was an absolute mess, with lights moved all over the place with no idea as to how much things are as most of the labels are missing, today though it was considerably worse, whilst looking for a light I found the perfect base to realise that the ring to hold on the shade was missing, catching a passing manager and staff member the staff member was to to go look out back for another, he came back to say there were no others and to look on the website. I looked around for another base and found another that would be suitable, only to find that this was also missing the shade ring, looking around I found 3 others all in different locations all but one missing the ring. I took the complete one to the till to then be told that this base should come with a green shade (not one on display had a shade).

Whilst looking around I found 9 side lights missing shade rings, to be told by management that sometimes they come in on the delivery like that - do they not realize that they are pointless without the ring to hold the shade ???

Update 17th February 2023

Just as bad as always, today they must have had a delivery as there were boxes all over the showroom blocking...

Absolutely horrible customer service. First of all, they just don't believe in picking up the phone!!!! Called everyday for 4-5 days, on every possible extension of the store's main number... no response! All I heard was that they were busy serving other customers and will be with me in a short while !!!.. Secondly, my husband and I visited the Reading store to order made to measure blinds, met a lovely young lady in that department..had a fantastic experience.. gentleman came and took measurements from our residence last Thursday.. and that was the end of it!!!! We have not heard from them since then. The gentleman never gave our measurements to the store, they never bothered calling us, and when we visited the store this Monday we were told to wait and promised a call by a not very pleasant lady in that department. And that was it!! A week of waiting for nothing and on top of it, the preparation time for the blinds is 5 weeks approximately provided we ever got to the point of ordering them! After being seriously disappointed by their service and lack of care, I've been scrambling on the internet to find other companies more willing to accommodate us! Seriously...