Customer Services Dunelm

43722

Bit of an issue here today. A few days ago I was dissatisfied with my experience at a Dunelm store. I could not find a suitable email/phone number to get my issue attended to, so I wrote a letter. I did not put any email / phone numbers on my letter, just my address so they could write back after their investigations. Fast forward to today, my wife receievd an email to her email address, and written to her, not myself, acknowledging the issue raised, and offering to get the store manager involved to bring it to a close. It seems to me to be more than bad form that Customer Services went through their database to link my address to find my wife's email address. I will be writing to Customer Services again, but is this anything more than disrespectful and shoddy service?

Penguin_

So you've raised an issue of poor service with them by writing to them. They have responded by email which is probably the quickest method to contact you & you're still unhappy?

What would your feeling be if they sent a letter through the post but it got lost? 

MattMattMattUK

43722 said:

Bit of an issue here today. A few days ago I was dissatisfied with my experience at a Dunelm store. I could not find a suitable email/phone number to get my issue attended to, so I wrote a letter. I did not put any email / phone numbers on my letter, just my address so they could write back after their investigations. Fast forward to today, my wife receievd an email to her email address, and written to her, not myself, acknowledging the issue raised, and offering to get the store manager involved to bring it to a close. It seems to me to be more than bad form that Customer Services went through their database to link my address to find my wife's email address. I will be writing to Customer Services again, but is this anything more than disrespectful and shoddy service?

Do you have a genuine issue with something Dunelm have done, or are you looking to have an argument and obtain some kind of "compensation"? 

jon81uk

43722 said:

Bit of an issue here today. A few days ago I was dissatisfied with my experience at a Dunelm store. I could not find a suitable email/phone number to get my issue attended to, so I wrote a letter. I did not put any email / phone numbers on my letter, just my address so they could write back after their investigations. Fast forward to today, my wife receievd an email to her email address, and written to her, not myself, acknowledging the issue raised, and offering to get the store manager involved to bring it to a close. It seems to me to be more than bad form that Customer Services went through their database to link my address to find my wife's email address. I will be writing to Customer Services again, but is this anything more than disrespectful and shoddy service?

I'm not directly in a customer services type role any longer, but any letters we receive without an email or phone number are unlikely to get a response from me, email is less effort and phone is quicker. resolving via postal letters only could take months.

They most likely put the address (ie 123 any street) into their database to try and find a customer with those details and as your wifes surname matched decided that would be a far quicker way to respond than a postal letter.

If the issue is in-store then the store manager is the best person to try and resolve it anyway.

43722

To be clear, I am not after any "compensation", nor do I want the individual involved to be disciplined in any way. 

1) Dunelm did not seem to have any email contact which dealt with my issue (ie your visit to a store), nor a telephone number. It seems to be that Dunelm does not make it easy to contact CS about such issues. If there had been such a contact point, I would have used it.

2) I wrote a letter, and did not put any of my own (or my wife's) contact details, except for my address. Because I wanted them to investigate the issues raised, and then write back to me. 

3) The email that turned up today was addressed to my wife, who had not issued the complaint. 
     
So, I am thinking this is poor form from Customer Services. I will be writing to them again today, and possibly clarifying that future responses need to be via the postal system.

born_again

0345 165 6565
enquiries@dunelm.com

https://corporate.dunelm.com/contact-us/

Google is your friend

jon81uk

43722 said:

To be clear, I am not after any "compensation", nor do I want the individual involved to be disciplined in any way. 

1) Dunelm did not seem to have any email contact which dealt with my issue (ie your visit to a store), nor a telephone number. It seems to be that Dunelm does not make it easy to contact CS about such issues. If there had been such a contact point, I would have used it.

2) I wrote a letter, and did not put any of my own (or my wife's) contact details, except for my address. Because I wanted them to investigate the issues raised, and then write back to me. 

3) The email that turned up today was addressed to my wife, who had not issued the complaint. 
     
So, I am thinking this is poor form from Customer Services. I will be writing to them again today, and possibly clarifying that future responses need to be via the postal system.

Why not just email them back from your own email address?
Forcing them to use postal letters just increases the chance of your complaint being ignored.

Or go into store and speak to the manager directly.

You mention in the OP you couldn't find a clear phone number, but numbers for every store (with a proper local area code) can be found here Store Locator (dunelm.com)

As you say the contact us form doesn't give a contact for store feedback, but it does suggest using the store locator. If you don't get anywhere by phone, you can then ask the store manager for an email address to escalate your complaint I expect.