Dunelm Review by Christina, 2018-07-15T14:22:14
I am not someone who would generally share experience on things like this or write reviews but I am that disgusted with my recent experience at the Bromborough/Wirral store I feel no alternative but to share this with others so this doesn't happen to other people. I have purchased household items from this company for a number of years and have never experienced an issue before. On buying my current home a couple of years ago, I purchased quite a significant amount of items including some curtains. The curtains state on the label that they are to be dry cleaned only which I have not done until now. I collected the curtains from the dry cleaners Friday 13th July and was advised that two of the metal hoops at the top had come away during the dry cleaning process. They explained that as they were pressed there was nothing they could do but suggest bringing these back to the retailer, as this is the first and only time I have had these dry cleaned and instructions have been followed. The following day, 14th July I have attended the Bromborough store, Wirral to show the curtains. On arrival I went to the main desk, showed and explained what has happened. The lady called for another lady who said they should be able to do something about this i.e. exchange or refund but would firstly need to check with the manager but this should not be a problem. Whilst waiting the lady tried to see if any others were in stock as I explained I do like these curtains but these can now not be used as they have been damaged during this process. The lady responded very positively in discussing different options that may be available and even if I would like to go and look at the options available in store today. The previous lady returned from speaking to the manager and advised that he had said that he can not know how many times I have had these dry cleaned as I have had them a couple of years so there is nothing he could do about this. The lady looked particularly embarrassed and apologised, advising she could get the manager which I confirmed will be necessary. On waiting another 10 minutes the manager rushed past advising he would be with me in a minute. Soon after he advised there was nothing he could do. I explained that it is disgusting that he is suggesting to a customer that they are lying, I reiterated this is the first time I have had these dry cleaned as instructed and they have come apart. I advised him that due to his very poor attitude and approach in this situation it would be best I spoke with his manager and requested information on the complaints procedure. At this point he went to a drawer and said that he didn’t have any cards, but If I go online I can get the information. I explained this was not acceptable and the details will be needed. Soon after he managed to find a card with details on feedback/survey but actual no complaint information that I should be given!I requested the assistant managers details which he provided but when I asked for more details i.e. surname etc he stated he could not give this. He then suggested I call the manager at the store tomorrow, which I again prompted for further details i.e. contact number as he was not providing this without prompt.I am absolutely shocked by this response. If these had been cheap curtains that had fallen apart i would expect to need to replace them after a shorter period. These were not cheap and I have followed the instructions stated on them. The assistant managers approach was disgusting, he did not even take the time to look at the curtains and acknowledge the situation, simply dismissed this stating there was nothing he could do. His appearance was particularly dishevelled with his shirt out as well as his dismissive and impolite attitude. I can only confirm again that this is the FIRST time they have been dry cleaned and come apart. Regardless of this though, as a reason this is still not acceptable. If they are damaged following a particular number of times being dry cleaned should this not be a disclaimer at purchase? I did not buy them expecting them to last two years and less if they are cleaned, surely? I have spoken with the lady at the dry cleaners following this and she has stated she will write a cover note explaining they have been damaged during this process! Also on discussing this she also explained this is not the first time she has found this with Dunelm products. This now significantly concerns me because if there products advise DRY CLEANING but then this damages the item then this needs to be addressed so it is not happening to other people. I have also now paid for dry cleaned curtains I CANNOT USE!I am now without curtains in a room in my home because I followed the product instructions. If the assistant manager had approached this matter fairly and reasonably this could have been resolved, I also needed other items that I then went elsewhere for after this dismissive and very impolite experience.I then made a complaint online and was told that this is the managers discretion so they could not help! So basically if the manager is a decent person the consumer will be treated fairly with a process and if not they dont'? All i know is that I have purchased curtains and had them dry cleaned once, they have then damaged and Dunelm and taken no responsibility or giving any help which I am amazed they are getting away with. The fact others had had the same thing happen to them means they need to be addressing this and I will be going to trading standards as there labels are incorrect so the product is not being sold correctly.