TimeOutDunelm- The Story So Far – Part One

Key Questions – Insights We ordered ‘in good faith’ a garden table and chairs with a brand name of Helsinki. Key Interests – Spotlights With the Corona Virus emerging it made sense to order for delivery to the house. Key Considerations – Signposts We waited in expectation for some time for the delivery, just as the weather was improving. Key Discoveries – Pathways As the 2nd set of table and chairs were delivered, we began to ask questions of ourselves whether we had made the right decision ordering from Dunelm. Key Outcomes – Foresights We had no idea how sour our relationship was going to become with Dunelm Customer Services and how insensitive they were to Customer Care. Key Observations – Scenarios We could not understand how far Dunelm Customer Services would go to avoid their responsibilities. Key Recommendations – Opportunities We hope that this record of their behaviour will help and also encourage Dunelm to examine, revise and improve their customer services regime. The story of the ordering online, being delivered a faulty damaged table & the task of getting an undamaged replacement. The first delivery had several faults, all of which were recorded and reported with a second package being sent The second delivery also had faults and it proved impossible to get the point across to Dunelm Customer Services that they still and would always have the responsible to provide and delivery an intact undamaged set of table and chairs; as ordered. The third delivery never happened as Dunelm Customer services went into their shell and decided to become difficult and obstreperous. Why TimeOutDunelm were you unable and unwilling to perform the tasks expected of you in an agreeable and empathic manner. Before TimeOutDunelm we had the typically U.K. view of the local company of one which had established over a number of years a good well respected and friendly family firm. We had visited their shops and bought form them many times and thought that our latest purchase would be effortless and without drama and that we would get the product in a timely fashion, nothing could have been further from the truth. This is the story of TimeOut Dunelm – The Story So Far – Part One. To date ( and this is only Part One of this story) Dunelm via their Customer Services Department have made no real or substantial attempt to rectify their own mistakes and inefficiencies. It is not clear whether this is just a representation of the attitude of Customer Services Department or also their Senior Management Business Philosophy. #dunelm #table #chairs #delivery #faultygoods #damagedgoods #hermes