DebenhamsReviews 67

I bought an item on-line from Debenham. When received it was not the thing i thought. I Followed the return procedure. I didn't receive my payment. After 45 days i contacted the customer services First they asked me the proof of Returned item so i sent them. Now after 15 email they are refusing for more and more proof.

I ordered two pairs of shoes, same style, same size (10), different colours. What I received were two shoes, 1 with a completely different style to which I ordered, and the other in the wrong size (9).

I used to receive pretty good customer service whenever I shopped at debenhams in person, but if this is how their now online store operates, then I'll stick to shopping elsewhere.

Appalling customer service! I would have given 0 stars if I could. My order was send to the wrong address (billing address instead of shipping address). I understand that mistakes happen, but if company deals with issues appropriately, it is not a problem. In this case its been beyond any belief. There is no customer service as such, no contact number, no live chat support, no complaints department that i can find. There is an option online to send an email. I sent one but no reply at all. The only way I managed to get any response is via Twitter! This is ridiculous. Every message takes a day to get a reply, every message is dealt with by different people (means you have to constantly repeat the same thing over and over again). Now it's been 5 days I don't have my order, it cannot be redirected anywhere and now I was told that they will try to stop the delivery and refund the order when they receive it back from courier BUT this is not guaranteed! This is not to mention all the contradictory messages on the way and me being pushed from pillar to post between the courier (Evri) and Debenhams. Extremely disappointed.

Very poor experience.
Ordered on Tuesday 22 November 2022.
Debenhams confirmed order was on its way at 07:15am on Thursday 24 November.
Delivery within 5 working days, so by 30 November.
Evri tracking number provided.
Order last tracked as being at Evri delivery depot on 26 November.
So here I am on 3 December and no sign of the order being delivered.
I contacted Debenhams on 2 December by social media (because they don't have a phone number according to their customer services webpage).
Apparently they cannot do anything other than keep checking the tracker until 10 December when they might deem it to be lost.!
So that's 18 days after my order.! What on earth happened to the delivery within 5 working days commitment when you hand over your money for your shopping…?
I replied saying it was for a birthday present before the 10 December. Debenhams having replied to this.
This is absolutely unacceptable.
I was offered a free next day delivery code for when I next shop at Debenhams. Useless to me - I won't be shopping with Debenhams again with terrible service like this.

The goods never turned up, I've sent them the cctv showing that also reported it to the police.
I'm not getting no reply back from my emails we are now on day 8 and still no reply back.
I can't use there online form
And there Facebook page is unless.
Please please don't buy from there

Great!
Ordered at 9pm, with next day delivery, items arrived at 10am the next morning, just 13 hours later,
Definitely cannot fault!

Just moved in to a new home since I just got married. I ordered my blankets and duvets from Debenhams. Great quality at a reasonable price. Thank you, you never fail to please me with your quality.

I ordered 5 Christmas jumpers and none arrived, can't get a refund of them and they keep telling me to wait 24 hours to have it investigated. Still no jumpers and still no money back

I ORDERED AND PAID FOR 4 ITEMS DEBENHAMS ONLINE
ONLY 3 ITEMS HAVE ARRIVED, I HAVE MESSAGED THEM SEVERAL TIME BY EMAIL AS THERE IS ''NO TELEPHONE'' SERVICE - ''NO REPLY AT ALL''
TERRIBLE SERVICE - ''NO CUSTOMER SERVICE'' NO REPLY
NO ITEM - NO REPLY AND NO REFUND?

Terrible customer service, returned items claimed they never received them a complete scam. Awful communication. Avoid at all costs!

Doesnt deserve any stars.
Returned 2 parcels to Debenhams via drop in shop to be collected by Hermes. After 2 weeks contacted Debenhams who were more than unhelpful. Must have emailed them with all info i had plus copy of receipt from Hermes at least 5 times. Wont do anything without tracking number.
I supplied orginal tracking number plus order number plus receipt number but they won't do anything. Hermes are impossible to get through to and drop off shop say its not there problem. Dont order from Debenhams unless you are prepared to throw money down the drain.

This is most definitely not the Debenhams that has been a British institution over many years it's now run by a scandalous and apalling group of people who behave disgracefully towards customers.

Have made 3 orders in the last month and each time has become progressively apalling. The first order arrived damaged and after arguing vehemently I was given a refund

The second order was made by next day delivery and it didn't turn up until 3 days later again no real apology apart from being offered a free delivery code, just blamed the delivery company and took no responsibility

This most recent order made on Friday again by next day delivery still hasn't arrived, contacted them on the Saturday and advised them it hadn't arrived they gave me this pathetic story full of lies and fabrication that it wasn't if you ordered before 11pm as advertised all over their website to get it next day but actually 9pm and they actually think customers will accept their lies

Told them I was not accepting that and after initially refusing to escalate to a manager eventually did, the manager messaged me telling me what they said was correct and they were not liable for anything until 8pm yesterday (Sunday) and would deal with it if not delivered by then

As expected still no delivered package yesterday so now it's 2 days late, contact them to advise and get no reply

Wake up this morning (Monday) to get an email from Debenhams via Hermes saying my delivery had been returned and thanking me for returning the package when I hadn't even received it

Debenhams have no official complaints procedure which I find amazing and hard to believe and are not regulated by any body or appropriate ombudsman

This means they can do and treat customers however they want and you have absolutely zero comeback when they treat you like this

They are a disgrace of a company

I have been buying from Debenhams online for the past 10 years and so far had no problems but just before xmas 2020 they have stopped my online orders, everytime i made a order online with my debenhams credit card and bank cards the orders get created on the system as normal and 24 hrs later debenhams status on them states cancelled, i order from other retailers online with my debit card ok, the customer service email service is bad you get a reply 12 days later with sorry order again which i did and still my order gets cancelled i have ordered alot of the items from the suppliers themselves, my advise is don't use the website but go in the shop when it reopens to buy with your card at least you know you got the item you wanted in your hand

I have emailed customer service 4 times and still no response from them. I ordered a pair of boots which were £136.95 as a Christmas present to date there is no processing time or any indication on when these items will be delivered. Their quick to take your money but no response whatsoever. Its disgraceful service I just want a refund and buy the boots in store. I will now have to go through my bank to obtain a refund we do have consumers rights!. Do not order anything online from this store.

I waited 20 days for my order which to date hasn't turned up; had to purchase elsewhere at an additional cost, sent 3 emails to Debenhams, first 2 ignored then finally a response:

Vicky P (Debenhams Customer Servicess)
16 Jul 2020, 23:16 GMT+1
Dear...
Thanks for your email and I am very sorry for the delay in response.
Please accept my apologies for the missing order. I have issued a refund and this will show on your account in 3-5 working days.
Thank you for your patience
Kind Regards
Vicky P
The Debenhams Team

1. No explanation given
2. Didn't ask me if I wanted a refund
3. Kept my money 20 days and no goodwill gesture

I personally this this is an example of the poorest ever customer service and complaints handling!

Worst on line shopping and customer service experience ever. Ordered with next day delivery, item never arrived, couldn't contact carrier (Hermes), Debenhams couldn't be called and didn't respond to multiple emails even when court action was threatened. After nearly a month I tried to post an accurate but damming review on their site. Within 2 working hours my money was refunded and the review was never shown. So reviews on their site are censored. Not even a token voucher was offered for all the time wasted and inconvenience caused. Complained about this again and got no response for 2 weeks when I got generic email asking what the problem was.