Dunelm Review by Nicole F, 2017-12-12T17:11:52
This company is terrible. I ordered a bed frame and mattress from them on Thursday 8 December. I received a confirmation email that same day telling me my order was accepted and the bed would be delivered on Wednesday 13 December as requested. On Tuesday 11 December, I received a random email from the company that said "I'm pleased to confirm your refund request has been processed. Your payment will be refunded to the card used for the purchase. Please note, it may take up to 5 working days for the funds to appear in your account." I never requested a refund from the company, and this is all the information that was provided.I called customer service immediately upon receiving the email and they, very unapologetically, told me that they had some sort of system computer issues where payments were not going through correctly, so they just cancelled a bunch of customer's orders and did NOT contact them. I was supposed to be getting a bed delivered tomorrow, and didn't find out until 4pm the day before that my order was cancelled after receiving confirmation previously that it had been accepted and would be delivered.The money for the order was absolutely taken from my credit card, yet the ordered was cancelled. I asked them to reprocess it to have delivery still on the same day, they said they would not do that and that I needed to re-do the order entirely. I asked to speak to a manager and they said they could have one call me in 72 hours.I was then transferred to sales, where I was told the earliest I could receive the delivery was on Thursday 14 December. They also tried to process the new order for a higher price until I quoted them exactly what I was charged on the original order. After retaking my payment details, they stated I should receive a confirmation email in 10 minutes. I asked how would I know that the order would actually happen this time and not be mysteriously cancelled again. I was told that I would need to call back the next morning to confirm if the order was actually going to be processed as promised.I have not received a confirmation email of the delivery as stated, and have tried to call the company back, being stuck on hold for over 15 minutes now.