Km

Great products and you can get some good deals, even on pricier items. Have been using this company for years but this was my first online order. Everything turned up when they said it would and was well packaged. An excellent company with varied, interesting products.

Tried to place an order and was told, for two attempts, it had failed their internal validation checks. Rang the customer service line who initially suggested I'd failed the bank authorisation, when that wasn't the case. They then stated it was because I'd ordered 5 of one item when 4 was the limit, despite being able to add 5 to the basket. Just did the order again with 4 and once again failed the internal validation checks. No wonder Boots is struggling if it won't even let customers place an order!

Ordered three bunches of dried flowers.

Positives
- Eucalyptus smells great
- Burnt orange setaria is of good quality
- Responded quickly to a query about delivery timescales
- Good packaging

Negatives
- eucalyptus arrived crushed looking and have had to remove some stalks before putting in vase for aesthetic purposes
- burnt orange setaria brown rather than orange
- heather dropped loads of stalks as soon as unwrapped, colourless and stems are brown and still crumbling off
- overall, colours don't match those on the website photos, so either I've been unlucky or the photos are overly filtered
- contacted the company less than an hour after delivery to raise concerns about quality. This was four working days ago and they haven't responded

Update: after writing this review the company reached out and sent a replacement for two of the bunches of flowers, which arrived in mid September. The quality of these was excellent and looked exactly like those advertised online, hence changing review to 5 stars. Communication was a bit slow but I appreciate they are a small company.

Truly a terrible company. Almost everything bought from here has some minor defect. Placed an order recently where one glass item turned up smashed and was refunded on providing photos. Another item that turned up was the wrong item, completely different from what was ordered. Provided photographic evidence on 25 July and it was collected by Yodel on 28 July. Having heard nothing from Dunelm, I rang last week and was told I had to wait until 11 August and if hadn't recieved the refund they would arrange to return my £45 then. Rang this morning and spoke to someone who said that I now have to wait until 13 August as the item only arrived with them recently and I have to wait 10 working days while they undertake checks. Checks for what? The item is in the packaging, unopened, because they sent me the wrong thing! Asked to speak to a manager and was told a manager wouldn't speak to me. Any normal company that sends out the wrong item and is provided with photographic evidence of it in its packaging, unopened, would have organised the refund as soon as the parcel was collected. But not Dunelm. I tried to raise a complaint with the Head Office and they haven't responded, which says it all. I would suggest that anyone considering buying from this outfit shops elsewhere as they treat their customers with utter contempt and the 'customer service' agents on the phone and live chat are abysmal.