Jack G.

We ordered matching wardrobes and a chest of drawers. The delivery drivers were completely bamboozled by the invoice which said their were "2 items" so they tried to give us 2 boxes. I noticed one of the boxes said "1 of 3" and told them there must be one missing and they gave me that one.

After opening the boxes I realised they had still only given me the wardrobe. They didn't understand the difference between a number of boxes and a number of items. This information must be on every order they deliver, so I don't understand how they could possibly be doing their job. Do they deliver part of every item that is across multiple boxes?

We got in touch with Dunelm and the delivery organisation to complain. They insisted the item had been delivered.

We did our own investigation and sent them information on the dimensions of boxes, our photos of the delivered boxes (all the wrong way up).

They also had a photo of the delivered boxes that they refused to show us.

Most of our messages throughout this process were completely ignored, we received no response to inform us what, if any, investigation was taking place.

The only responses we got were that the item had been delivered, they didn't even ask the delivery drivers if they had a box left at the end of the day, they just accused us of lying.

Eventually, we were informed they had "found" our "missing item". They wouldn't give us any information on what delivery drivers do when there is a box in their van at the end of the day
With a customer's address and order number on it.

I suspect they just dump them, because the chest of drawers we received was so badly damaged that when I took the drawers out for the first time it fell apart such that I can't put the drawers back in.

Dunelm have taken so long (over a month) to make a complete mess of this process, that now there are no more in stock.

It is a matching set with the wardrobe that actually did arrive. Obviously we would not have bought either of these products if we knew we wouldn't get the complete set.

Honestly I think these people must be making a concerted effort to do their job badly.
It would be far less hassle for them to behave in a reasonable manner, re-deliver items that they forgot to deliver and have all the details of how to re-deliver,
Talk to other departments rather than just trying to fob customers off without any kind of investigation.

They made no attempt to correct any of their mistakes, they don't care if customers are satisfied or not.

They offered us a discount to keep the completely ruined furniture, which is laughable.

It isn't convenient for me to have large shattered pieces of wood blocking up my hallway,
But I have to keep it here for them to come and pick it up and give me a refund. I don't know why they want to transport these broken pieces of wood across the UK before putting them in the bin,
It is clear from the pictures that they will not be able to repair this unit. Their main intention is to make it as inconvenient as possible for me to get my money back.

They made no attempt to organise a replacement, only made it clear that if it ever comes back in stock it will be more expensive.

We now have to try and find a suitable chest of drawers from another supplier and order it, something that we spent considerable time on 2 months ago. We still don't have anywhere to put our clothes away in our new house.

I will never buy anything from Dunlem again. They have some nice furniture, but their processes are a complete shambles and they have somehow managed to hire a workforce of people who are fine with making a mess of every task and disappointing people 8 hours a day. It must be soul destroying to be so profoundly useless on a daily basis, and this gives me some consolation.