Dunelm Mill Online Order Farce

Orrin

I ordered a duvet cover set from the Dunelm Mill website and decided to have it delivered instore as we were going to be visiting the area where the shop was and thought it would save a few pounds on delivery.

I got an email on Thursday to say the order had been despatched to the store, which was great as we were going to be there on the Saturday.

When I went in to collect it though they hadn't received it and told me it would probably be Monday or Tuesday. The alarm bells were ringing when the woman on the customer service desk had to leaf through some kind of hand written ledger to see if the order had arrived.

Anyway, so I decided to have a look and see if they had the same item I'd ordered on the shelf and lo and behold they did. Same item, same price as the website. You can probably guess what happens next.

That's right, I can't just take the one off the shelf. Oh no. Have to wait for the delivery.

As I'm not going to be back in the area for another week I decide to buy it there and then and tell them I'm cancelling the online delivery.

They tell me I still have to come back once it's delivered in order to get the refund.

Screw that so I call customer services to cancel. I have to mention DSR and speak to a supervisor, and I still can't get a refund apparently until the goods have been delivered to the store.

I'm told I have to wait for a phone call from the shop to let me know the goods have arrived and to tell them I no longer want the order. The shop will contact customer services and only then will they process a refund.

So Tuesday night I get a call to say the delivery is finally at the shop and I explain to the lady that I already phoned up to cancel it and that customer services said she should contact them so they can give me a refund.

This all came as a big surprise to her and she even said that customer services would be closed now so she'd have to get her colleague to call them in the morning.

I have a feeling I'm going to have to chase this refund.

GreenOpal_2

I had problems ordering online with them in January.

I ordered some wooden Venetian blinds. I was moving house a couple of days later, this was the only place I could find what I wanted and I needed 13 blinds of varying sizes in total as we were moving into a new build with nothing on the windows. The order went through, I paid extra for next day delivery and the payment left my account. The following afternoon I had a call to say that I wouldn't be receiving the delivery as they didn't actually have any stock at all in the warehouse but would possibly have some in 7-10 days time. Luckily I was able to get what I needed by calling around several local stores and getting the amount I needed put by for collection, though collecting them was a nuisance when I had plenty of other things to do that week.

They refunded me with no problems but obviously it took a week for that to show in my account.
When they called to let me know that they didn't have the stock I went online and all of the items were still showing as being in stock for next day delivery.

pinkteapot

To be fair to them, under 'collect from store' it does say on the website:

"Available to pick up normally within 5-7 working days. You will receive an email when the order is sent from our warehouse. Orders will normally be ready to collect 2-3 days after the email. The store will contact you to let you know when your order is available for collection."

So dispatch on Thursday wouldn't guarantee it for Saturday.

That being said, I wouldn't bother with their website. I ordered a couple of things that showed up as in-stock and chose next day delivery. They called me that day because the two items were in fact out of stock so couldn't be delivered next day; did I want to downgrade to standard delivery? I said no as I needed the items for a specific event. Went to my local store that evening and they had both items there.

Great shop in-store, unimpressed by the website. However, I told the guy on the phone to cancel my order and they had no problem with that so I think you'll be fine getting your refund.