Disappointing Click and collect experience Couple of days ago I have ordered two pairs of curtains via Click and Collect service. My order went through without any issues and money reserved on my account for the full order value. Couple of hours later I received an email stating that one of my item is not available and that a refund will be processed. I've contacted customer service team to check why they are selling items online that are not in stock. I was not given any reasonable explanation. I was also told that they won't be able to get this item delivered to this shop from another warehous, however I can place another order online to collect from another shop. On top of that I was told that refund will take 3-5 days! So, firstly, Dunelm is sells an item that is not in stock, take the money for it within 30 seconds of placing the order, then they are not able to sort the problem out by delivering the stock from another shop (even though it is their own mistake) and lastly they will keep hold of my money for almost a week! I've picked up available pair and had to return it to the shop very next morning as colours where not quite as they were shown on the website. After handing over the curtains at the till I was told that I will receive confirmation email accepting the return after couple of days! Are Dunelm emails sent via pigeon post? Why does it take couple of days to confirm the receipt of the returned item? I have not received any receipt to confirm that I have handed my item back. When I questioned what is going to happen if I don't receive an email , I was told to come back to shop. This is all well and good, but how do I prove the return if you didn't issue me with the confirmation of the receipt? There was no answer to that. And guess what, I will have to wait for another 3-5 days after that to receive my money back for this item! Summary- shocking stock management system that allows customers to order items that are not in stock, even worse return and refund policy. As much as I like shopping in Dunelm I will not shop online ever again and definitely not recommend it to anyone.

3 stars for cleanliness of the store & range of products. However, I waited in a queue for 20 minutes only to be told that click & collect was by the lift. Then I waited 10 minutes for a member of staff, to come to click & collect. When she did come, she had a miserable faces and her attitude wasn't much better. Perhaps make customers aware that the click & collect station is NOT at the tills upon entering the store. Almost impossible to social distancing, due to number of customers, in the store. Some nice home items, and some are little overpriced. Bedding, looks nice, but I have found the extra deep sheets TOO large & are in the middle of the bed , when waking & covers are also large & quilt covers don't fit well (other stores bedding fit well) I think some new members of staff and not ALL very pleasant, whilst in that 20 minutes queue, one member of staff, was saying in a VERY LOUD VOICE "IF I HAVE TO KEEP SERVING CUSTOMERS, I'LL NEVER GET THAT DRINK" good way to make customers feel valued :( NOT!

A big shout out to Lynette for being an amazing store assistant I’ve ever got to meet! She went beyond the call of duty to find an item which had lost its label and wasn’t on the website. I won’t go into the nitty gritty of how she eventually found it. Just as I thought she was going to call it a day, she started searching again and didn’t give up until she found it. We’re talking about a £3.00 item here. Yet she made the effort of someone looking for diamond. This is what customer service should be like. She deserves a raise, and should be promoted to store manager with her sense of customer satisfaction and hard work. Hope she sees this review and knows how happy her efforts made me that day. May God bless you in all your endeavours abundantly (if you see this). Kind regards, Z.

Like this store, its has a good / neat layout, and good signage as soon as you go in the door to find what you want easily, and a good choice of the same item to meet most people needs. It is very well organised and get the impression presentation is all important to people who work there and they check / tidy the shelves regularly. Would be good if they had a few self-service checkouts though, for people who want to dash in & out and only have a few items, rather than them having to wait in a long queue. Not a big problem they don't though as by that time you are happy that you have got what you wanted. Just pleased shops are not able to load the queue route with sweet treats any longer :-]

Asian lady eairly 50s is extreamly jobs worthy, I went in to get 2 samples of wallpaper and she told me i could only have an A4 size, I wouldnt mind but i had just been to B&Q and The Range and took about 3ft of paper with no issues this was the bog standard £12 a roll wallpaper too not the designer £40 a roll stuff, I went to another Dunelm today and ripped off a larger sample with no issues...why be so jobs worthy your just an employee you mean nothing to the company if you left tomorrow i couldnt help but think how sad...if they dont want people ripping off big samples then maybe they should put signs up very pathetic.

Amazing range and fairly decent prices considering the quality. Kitchen selection absolutely fabulous, modern and quirky with a good selection of gadgets to make life in the kitchen easier for disabled people. We mistakenly purchased the wrong curtain rail (it simply just wasn't flexible, that was it) and they let us exchange it with absolutely no fuss or issues whatsoever, even tho we had opened the packaging and so on. I do love coming here to window shop and pick up a few treats and essentials for the home when I can. They even have an adorable little pet section. Little, but adorable.

The two ladies who were working tonight (1/9/23) were absolutely amazing! We were unsure of which mattress firmness would be best suited to us so they put us on the machine which matches you up. Once we had the results, we were shown mattress’ that were within our price range and were reassured that there was no pressure to buy. The mattress is great quality and they are reasonably priced (especially in the sale). The staff couldn’t have been more attentive and lovely. Please pass on our compliments and thanks!

Such a thing is not possible. I bought a bed cover that was supposed to come with two pillowcases. They took the product to the cash register, I paid 210 pounts. I got home, the product was without pillowcases and the next day I I went to return it, a very rude lady told me that she doesn't receive the product back even though it was intact, speaking to me very strangely, as if she had given me the product as a gift and I came to return it. Never in my life will you buy from me from this store.

Always a pleasure to shop here, friendly staff always willing to help, just ask,! Quality products and vast choice at reasonable prices. Very clean shop and tidy you can see what your looking for, if your just browsing ? I guarantee your come out with something ! The coffee shop is also very good, I always use it and you can relax as they have toilets there which are very clean in the main. I've always loved there shop. That's why there still here ? value for money.!!

Did an online shop for a mattress and mattress topper both came today absolutely pleased with them both, My feedback is for the 2 delivery chaps who delivered my super king mattress today, They were both absolutely fantastic, they called 30 minutes before and they even took my heavy new mattress upstairs for me . They both deserve a massive thanks for the great customer service. Well done lads such a great help and fantastic service from start to finish.

We used to love shopping in dunelm, great service and products...but not since our last visit. We were treated like criminals just for trying to use giftcard. Shocking customer service, we were made to feel so embarrassed in front of many queueing customers, I never experienced such horrible treatment in any other shops... We lost confidence with your customer care, hope it happens to noone else. We will not be shopping with dunelm again.

I love this Dunelm shop which located in Erdington jaguar works. All type of home equipments, mattress pillow blanket etc , kitchen utensils price varies frm low to high are available. Ceramic and glass Products are neatly packed individually . Product qualities are so good. Good place to buy home needs at one place, free parking with good space. Cafe canteen is also available at mezzanine during day to relax for a while.

It is conveniently located with plenty of parking. Dunelm has good quality products. There is huge variety of household items and gifts. There was hardly any staff member visible to ask any questions. We liked a pair of tables on display but the packed product was no where to be seen and no one to guide us. There was also shortage of staff at the till. only one person at the till for a long queue even on a Saturday.

Ordered online, it said my items will be ready within an hour. Didn’t receive a collection barcode. Went to the store and spoke to a lady called Cynthia and Emma they both said they have no confirmation of my order. But bless them both they helped me and sorted my order out and just Dealt with it I was so happy with the customer service I got from Cynthia and Emma. Absolutely brillant staff. Well done guys

I had a storage space issue at home and bought a folding table and chairs from here, great choice of homewares, curtains, lighting, bedding and furniture. Very clean establishment and fast service at the tills, it was busy but never waited long to be served. No robot tills which is a great customer service I much prefer a human cashier. Well done for the service, I recommend this store.

Dunelm provides a wide range of products for the indoor living lifestyle. This ranges from curtains to lighting. This shop also has an indoor cafe and public toilets. It has affordable items, though the consensus is that the average price is mid-ranged. The staff are warm and welcoming and fully deserve the respect they are due. Overall positive experience both with shop and products.

Came to pick up some towels after hearing about the good quality however was pretty disappointed by the rough and scratchy selection. Had a mooch around the home decor section and many of the ceramic items were damaged, chipped and smashed with no sign of a discount sticker. Considering the prices near double that of the neighbouring competitors, you'd expect a better quality.

Purchased a fitted sheet which was last one on the shelf. Unfortunately the packet had been opened but looked like everything was okay. Got to the checkout and operator said....if once opened then it cant be returned!!!!!!!!. I pointed out it was already open and she put some cellotape over it and said the same. Oh dear me, very poor service really.

Great big Store to walk round. Good luck trying to find a helpful Staff member let alone just a Staff member would make ones visit better. Anyway found what I was looking for in the end. The till Staff were just perfect well tbh one till Staff member lol. Recommend this Store if you have half hour to an hour free searching for what you need...

This shop has recently been updated/graded and you can see the difference upon entering. The whole shop has been re-configured with lots of stuff to choose which should suit most people's tastes. New coffee shop which is very clean tidy and welcoming with plenty of fresh food. Lots of tils so no long queues at checkout, well worth a visit.

It's not a good experience for me in the Beding department staff, rude, argumentative, and told me l didn't know what l was talking about ,l proved l did but staff still said order on line do they want customers in store in that department. To busy chatting amongst themselves. Downstairs was a more pleasant experience. Staff more helpful.

Fantastic store but if you have to order furniture don't expect good customer service. Took 2 weeks to sort out after phoning every day and promises for a team leader to ring back 3 times but nothing came from that. Would not recommend to anyone and have lost my custom after going there for years. And in the end we cancelled our order.

Went in for a suitcase, asked one of the workers there if they had any more of them out the back as this was the last one on display and it was all marked. Waited a good 20 minutes for him to come back with an answer and he never came back to us. We walked around to try and find him and he was walking around with another colleague

Will always shop here for a linen produce. It's good quality and never too pricey. You can get all your soft accessories at this store. You definitely need to have a couple hours to look round. You can buy almost all your accessories for your home and make it look beautiful. Always my go to when I'm having a change round at home.

I cannot speak highly enough of the "host" lady who helped me.She had time and the knowledge to direct me to the parasol I wanted ! I never felt that she was trying to force me to buy and was able to order what I wanted for home delivery when she found there was none in stock. Well done. What a service.

It was good, had a really good selection of products and we found everything we needed. As it was a sunday and it was busy, it was very untidy and messy, stuff in wrong places etc. However, the staff were doing a great job in trying to tidy up. Queued for a little longer than we wanted but it was busy.

1st class service today at Dunelm Erdington. Would like to commend wonderful young man Adam who was so helpful & polite.He certainly is an employee to be proud off, nothing was to much trouble.He also carried our purchase a large heavy rug to the car and helped us to load into car. Thank-you Adam.

Nice store. Staff were a little thin on the ground in the fabric department, waited about 10 mins then decided to go and find someone. I was charged for a metre of fabric when I only bought a half metre, didn't notice until I got home, will need to make another journey to sort. Otherwise OK.

I love Dunelm. They have really good stuff BUT that was before I realise that they raised the prices at the white paper rope trunk up from £15 to £22 for the small and from £20 to £28 for the Large one. We need to double check and make notes of the prices from now on, I’m afraid.

Poor layout, not how user friendly it was before and no staff caring There was even a spiĺl of some form of soft drink on the floor which I pointed at to 3 members of staff, the one relpy was comical, " Well don't slip on it then" laughed and walked off (really?) Poor just poor

Loved the shopping part and bought some home accessories. The checkouts were awkward to navigate as there was not enough room for shoppers with the large trollies to.load their stuff for scanning/move away from the checkout area.. They could really making that area much wider.

I visited the store on Saturday but left something at the check out desk, I went back on Sunday 19th. I explained to the young woman on the door what had happened and she was brilliant, helpful and very friendly and polite. A pleasure to see her smiling face. Well done.

Went to pick up white towels.plenty of choice in sizes colours and price range.picked up a bargain in the discount towels.quick check out at tills.only one person at a time allowed in lifts,which I found reassuring due to covid. Hand sanitizer still by doors on way in.

Lovely lady called janie who helped me look at toppers. But the panda one was not in stock. But janie took time to explain different ranges. There free parking They have a cafe You can also dispose old bras for charity And upcycle old bedding at the entrance off store

Great store, well stocked and clearly displayed. Parking no problem and the staff are extremely friendly. Cashiers are particularly friendly and are a credit to the brilliant service. Can be a little pricey at times, but overall good value for money.

Good quality, mid range prices (often cheaper than nearby Range) good haberdashery/sewing dept. Great cookware range, friendly staff keen to help, parking great. Lovely cafe. During lockdown Click and collect has been easy, efficient and reliable.

Great service and value at Dunelm today. Enjoyed a coffee and rolls in the cafe with very helpful staff and then found exactly what we were looking for in the bed linen department. An enjoyable excursion when the weather outside was awful!

Ordered online and used the click and collect service. It was fantastic, all you had to do was follow the emailed link once parked up outside and they bring your items over to your car! No faffing about and done quickly and efficiently.

New store layout looks fabulous. The new way to queue at the tills is much better. Only disappointment was we couldn't be served an omelette bap in the cafe as it was past 11.30am, majority of outlets will serve their menu all day.

This place is amazing. We saw a beautiful fire but weren't sure of the measurements so we measured the fire and came home to check it would fit. We went straight back to get it. It had a very good reduction on it too. Win win.

Love this store, they have a beautiful vast ranges of soft furnishings, bedding, cushions, curtains etc that suit all tastes. The staff are very happy to help and all seem to have a happy demeanour and lovely manners.

It's a good stores, and has a good range in their. The aisles feel a little small, it would be hard to negotiate with a trolley. I got a few metres of material for a table cloth, they have a good range of materials.

We are more and more impressed with Dunelm. Huge range of homeware. Nice little cafe too. Quite cheap and huge carpark for the 20 odd commercial outlets. Dreams beds, The Range, Go outdoors,Halfords Dunelm.

A good shop with excellent selection of stock. Staff are helpful and prices are competitive. Items are of generally good quality and the shop layout gives it a clean, modern and interestingly quirky feel.

I mislaid a receipt and needed to change the item: what a performance and palaver. I felt annoyed and embarrassed for the shop that it can’t deal in common sense as well as it does pillows and duvets.

Always on point, lots of good offers the only down side the tills are a one way system so if you don't want to buy anything you have to push your way past the entire queue to get out, quiet annoying

Numbers of large shops BUT just 3 hours parking. You can't pay for extra hour even if you want to stay a bit longer for shopping and eating. They will issue you a parking ticket! Suck. Don't come!

Huge queue and only three people on the tills, even though there’s 6 Til points. The que was just as big behind us too. It’s also very hot in the store and untidy - a very unpleasant experience

Excellent for homewares, candles, home fragrances and fake flowers I brought candles, a wall plague and a room fragrance spray but had a lot if lovely items including a good range of cushions.

Great store, when for cushions and a side light, purchased all items at sale prices so I was very happy. Staff are friendly and the store is quite spacious. I would highly recommend this shop.

Best store for a massive range of household items from lightning, bedding, curtains, kitchen wear, Christmas items and many more. Pay a visit and relax in their excellent café. Recommended.

Do not sell venision blinds anymore,?but HEY they do net curtains made to measure ? Shows where we are going .Got half the house done and im buggered -check out their nets man …

Although the products id seen on line wasn't available in store the colleagues explained i could order it and if not happen return to store. No faff waiting for pickup or refund

Started off okay, although couldn't find an over door hook! I had to ask three different assistants before I got the item, very frustrating and unnecessary stress!

Managed to get nearly all the things I wanted off there website. Disappointed as the shelves were not being kept well stocked with some items boxes being opened.

Wanted to buy a knife set but person serving couldn't find them I asked if she could maybe ask someone else she said they were all to busy so I couldn't buy them

Lots of Christmas items... why ? None of own brand bedding/sheets in stock and not expecting order in store. .. why ? Shop online but still never in stock...

Great shop top quolity goods, its like been in marks and spencers. large car park with two entrences one next to Helfords and the other on the tyburn road,

Didn't find what I wanted, doesn't anyone use Dariole moulds anymore? Bought a nice curtain pole though, there's always something to spend money on …

Hadn't been to dunelm for a while. The prices seemed a little more reasonable. Bought a lovely clock from there. Would recommend to have a look around.

Everything you need there not a shelf empty nor would you walk away empty handed there I will say my favourite Dunelm Also love the cafe at the top

Went in got what I wanted and came away. Asked one member of staff for assistance but he just pointed and grunted, won't go back until I need to.

Could be said that I am here, well the coffee shop upstairs. Cheesecake please. Jam first or cream, for it's cream. We'll have words later, lol

Not quite what it was. A bit messy and not welcoming. I always enjoyed browsing and always found something I needed. Pausa cafe v good though.

The bedding is great quality and good value. One of my pillows finally died after years of use. The cafe also does great tea and sausage cob

What a lovely secruity guard they have here ! Greeted with a smile and thanked upon exit !! Didn’t catch his name ! But deserves a shout out

I love this shop. It's set out really well for mixing and matching homewares. My only complaint is that I spend too much money in there. :)

Went to the cafe and had a lovely latte and my Grandson had some lovely lunch, the staff were all very friendly and helpful indeed

Dunelm, everything that you want for households. Customer service is very good. Price wise not to bad, I found some good deals.

Love this place, as lots of different colours to match your fabrics and paints and designs, brilliant prices and superb staff.

Very busy and cramped, could do with more cashier's on the tills. It seemed to have a decent range. Car parking was ok too.

Eva, who served us. Brilliant customer service. Good product knowledge. Will come back for more shopping if she is there.

Went to get wire and net curtains. Eventually found wire tucked up a corner on a roll but no staff to help me with nets.

Friendly helpful staff. DO NOT give your email address for a receipt. Ask for a paper one... they lied at the checkout

Nice place some of the Isles a bit clutted up with stock not put on shops. Staff very pleasant and helpfull.

Great for home items With helpful staff willing to show you any particular item you are looking for

A great place to shop for your home bedding, kitchen, bathroom decor ideas more and more I love it

I love a walk round this Dunelm! Staff are so polite! Always willing to help anyway they can.

Went in for table cover and lot of stuffs to pick. Price is good. Also went into buy netting

Really enjoyable shopping experience staff were very helpful and polite 5 star from me

Absolutely love this store. Beautiful pieces of furniture at reasonable prices.

Went in for cushion covers, found the perfect colour, worth a visit.

Got lots of things in stock.nice place to shop staff where helpful

Always useful for ideas for homewares. Reasonable prices.

Great store and good service and selection of goods

Goid for homewares and busy now wolco has gone

As usual lots of choice e great cafe

helpful staff and good value items

Good store free parking

Great lots nice goods