Dunelm Review by Hazel, 2018-08-24T17:57:09
Just had an absolute nightmare of an experience, enough to put me off ever buying from Dunelm again, despite having been a regular customer for 5 years. The level of 'customer service' received was absolutely despicable, Dunelm ought to be ashamed of themselves.I purchased the 'Bianca Cotton Plain Dye Neutral Duvet Cover' online. It turned up some days later, not matching the sale photo at all. At least 20 shades darker than the 'natural' colour shown on the website. I viewed it on phone, tablet and two different laptops, still a stark contrast between the two colours, too much to be explained away as 'monitor variance', and my husband agreed.All that would have been fine, if there had been a returns form and returns label inside the parcel, as the website states there should be. Well guess what, one little detail that Dunelm deliberately omit from both the sale page and their customer services page: this 'online exclusive' item not only cannot be returned instore, but also does not come under their normal returns policy, so cannot be returned by collectplus either. So what do Dunelm expect us unsuspecting customers to do if we want to return this item?Well, after an initial email was ignored, my husband sat on hold to their customer services telephone number for half an hour, finally getting through to someone who was rude, confrontational, argumentative, dismissive and entirely unconcerned with our dilemma. The only 'solution' Dunelm could offer was to arrange to have a courier come to our home in 4 days time (a weekday, of course, so one of us has to be home on a workday) to collect it. That's seriously cheaper for them than just sending out a collectplus label?? We even offered to take it to the Post Office and pay for the postage ourselves, but that got shot down as well.And the best part of all this? "Your refund should be issued 7-14 days after the courier returns it to us." Oh, that's a bloody long time, will I be able to track the parcel to confirm that the courier has returned it to you, so I have SOME semblance of when my money will be returned to me? "Nope."Absolute joke, and IF the courier actually turns up, IF the parcel doesn't get 'lost' en route to Dunelm, and IF they actually issue the refund, I'm looking at being without my money for over a month from the date of purchase, whilst Dunelm earn interest off it and I do not. All that, and no apology. Disgraceful. Do not give your hard-earned money to these clowns, they will rip you off and they don't care.