Dunelm

Always had a great shopping experience here in the past and I used to work here and found my colleagues lovely. Unfortunately today I encountered a very rude lady at the till-point today called Lorraine! Her hand held device had given me a different item, but rather than apologising, she went on to argue and explain about what her device had done and tried to blame head office. On second look, realised her error, never apologised, just went off and collected the correct item. No customer service skills Lorraine!! Poor show, letting your team down! :-(

My wife and i went to the Barnstaple store on the 27th Dec, some 10 days ago to look at the curtains in the sale, placed an order for 5 pairs at £228 (very good value) as we have two adjoining rooms to decorate and we wanted 5 pairs that matched. The lady who took the order was extremely helpful and the order would be delivered in a few days- great we thought so we then looked at curtain poles (also in the sale) and ordered 5 having found the same member of staff, we then proceeded to also pay for 2 cushions that matched the curtains and left the store. Emails and text messages then followed and our orders would come as 2 deliveries. The 1st order arrived on the 31st Dec and greeted me as i came home from work as my wife had taken this earlier in the day, after a cursory glance and a question mark in my mind that the 1 cardboard box and 1 polythene bag didn't quite look like 5 pairs i pushed these into the downstairs toilet and said to my wife we'll check all this when the poles are delivered as we had family stopping with us at the time. Today the 6th Jan the poles arrived, time to check it's all there - curtains first and to our disbelief 2 pairs in the cardboard box and 1 pair in the polythene bag - 2 pairs missing ah!, my wife turns to me and exclaims "bet they have no more listed on the website" and yes sure enough none left in the 2 sizes we a missing. Annoyed - yes!, disappointed - you bet!. "We had better remove all the poles from the boxes" my wife says as looks like we can't trust any of this - so removed each and every one to check length/ colour/style and thankfully all correct. Lesson to be learned here is never trust a delivery no matter which retailer its from and check straight away rather than waiting for the 2nd delivery 6 days later in this case Returning the 3 pairs of curtains and 2 cushions tomorrow with gritted teeth for a refund. Friday 7th Jan - returned the aforementioned items at the till to a very pleasant member of staff who was also very apologetic but on checking the order could only find that all items had been dispatched according to their record, she also confirmed that there were no more at the warehouse but there was a possibility that the 2 missing pairs could still arrive although i think we'd have to agree that some 7 days later this would be unlikely. Anyway refunded the value of the items i returned - funds should clear into account within 5 days (strange how it always takes longer to return monies than to take it in the 1st place, but i know this to be the same across retail). Was then advised that should the other 2 pairs arrive i could return to the store and re-purchase the returned items, in the meantime Dean from head office will investigate the whereabouts of the missing 2 pairs which will take 72 hours and if not found the value of these others would then be refunded ,therefore this money would not be returned for at least another 8 working days. When i pointed out to the member of staff that we will now most likely have to purchase another 5 pairs of curtains ( the only others available at Dunelm that my wife likes are more expensive) from Dunelm or another retailer at almost certainly a lot more expense she could offer no resolution. I left the store not happy and i believe my face covering did not hide this fact.