Dunelm Review by Rosie P, 2018-05-31T12:45:27
This company seriously need to invest in training, and update their terms & conditions.Upon receiving my item, I realised I had ordered the wrong size. I first drove to my nearest store to try and exchange them. Unfortunately they were out of stock so I asked for a refund to then re-order the correct ones. Because I paid through PayPal I was told I could only be given a gift card for that store, which couldn’t be used online and they also couldn’t order me in the correct product with it. They told me my only option was to call customer services and arrange a collection. Upon ringing customer services (which takes at least 10 minutes to get through) I was told I could have returned them in store as long as I rang while I was there. I rang the store and complained to the manager who profusely apologised and agreed his staff need further training as this is a new system that has come in to place. Anyway, I arranged the collection which was simple. 15 days after collection, I had not reduced my refund so I called and they processed it for me there and then but told me it would take up to 24 days as it was through PayPal which is in their T&C’s.After some research I called Dunelm back again with the following:1. I received an email from Dunelm saying my refund had been processed and would take 3-5 working days contracting what I was told on the phone. I was told this was an automated email and couldn’t be changed. YES IT CAN. It is Dunelms email and therefore can obviously be changed. It needs to say ‘if you paid through PayPal...’2. It is a legal requirement to provide a refund in 14 days, when mine hadn’t been. The man on the phone had to check this with his manager, he then came back and agreed with me, apologied and said it was because they were busy. Is that my problem you are busy if you aren’t adhering to the law?! He said there was nothing else he could do on this even though I asked what my legal rights were in this case3. There is no mention in Dunelms T&C’s relating to PayPal payments, other than to state you can not receive a refund in store. This definitely needs to be changed! I was told that I should refer to PayPal’s T&C’s. If this is the case Dunelm should provide a link in there T&C’s.Overall terrible experience, very unhelpful staff, over 4 hours of my life wasted and I am still yet to receive my refund. Who would have thought exchanging a pair of curtains was so hard?!