Dunelm Review by Mike, 2018-06-22T17:38:47
I made an online purchase from Dunelm via the British Airways Avios eStore on 18 February 2018. I then had a query as the expected Avios were not showing as pending to my account. I had one reply from Dunelm stating "We don't actually partcipate (sic) in this scheme, so the store could not add these points" and another to say "As you have not spent any money online you are not entitled to Avios points". A third different response from BA was that they had been told by Dunelm that I hadn't clicked through correctly. Given that I had received 3 different and inconsistent answers, I phoned Dunelm Customer Services and was given a case number with a promise to investigate further and to reply to me. No response was forthcoming so I then raised a case via Resolver which was escalated to the Head of Customer Services. Again no reply from Dunelm. My experience has been very frustrating - as I don't believe their staff know their own services nor care about me as a customer, I won't be shopping there again.