Dunelm fiasco

djbest

On August 1st 2018 I ordered a mattress from Dunelm and opted to keep track of progress. I received information that the mattress was duly despatched and delivery date set for August 3rd. Later on that date I was informed by text that there was a problem with the network and that the mattress would not be delivered. Later on, I received a phone call telling me the mattress was faulty and to be returned. If I wanted to continue with the order, I was to contact an email address and inform them to set up a new delivery date. On doing this I was informed there was a 72 hour period in which messages would be dealt with. At this point, there was no urgency as I had a week in hand.
A new date was set for August 12th after which I received another email changing the date to August 15th.with delivery between 2:00 and 6:00pm. Having no indication of any further delays, I remained in the house from midmorning onwards. Then at 5:50, I received a phone call informing me the van had broken down one hour away from my home and that delivery would be not be today so I had to ring to arrange another delivery date. Needless to say that at 5:55pm no one responded to my call.
On August 16th, 9:00am I called for information, I was told they could not give me a delivery time, nor could they cancel the order or return my £200+ which they had now held for over two weeks and for which I had received nothing but inconvenience and aggravation. I am still awaiting any information at all regarding delivery since neither Dunelm nor the couriers have contacted me. It is an utter shambles and an experience I will not repeat. Buyer beware.

theonlywayisup

djbest wrote: »

On August 1st 2018 I ordered a mattress from Dunelm and opted to keep track of progress. I received information that the mattress was duly despatched and delivery date set for August 3rd. Later on that date I was informed by text that there was a problem with the network and that the mattress would not be delivered. Later on, I received a phone call telling me the mattress was faulty and to be returned. If I wanted to continue with the order, I was to contact an email address and inform them to set up a new delivery date. On doing this I was informed there was a 72 hour period in which messages would be dealt with. At this point, there was no urgency as I had a week in hand.
A new date was set for August 12th after which I received another email changing the date to August 15th.with delivery between 2:00 and 6:00pm. Having no indication of any further delays, I remained in the house from midmorning onwards. Then at 5:50, I received a phone call informing me the van had broken down one hour away from my home and that delivery would be not be today so I had to ring to arrange another delivery date. Needless to say that at 5:55pm no one responded to my call.
On August 16th, 9:00am I called for information, I was told they could not give me a delivery time, nor could they cancel the order or return my £200+ which they had now held for over two weeks and for which I had received nothing but inconvenience and aggravation. I am still awaiting any information at all regarding delivery since neither Dunelm nor the couriers have contacted me. It is an utter shambles and an experience I will not repeat. Buyer beware.

Failed delivery issues https://www.moneysavingexpert.com/shopping/delivery-rights/

If you wish to cancel and get no joy with a refund ask the board guides to move your post to the consumer rights board.