DebenhamsReviews 67

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THIEVES THIEVES THIEVES THIEVES

Don't order from online they will steal your money this is a dying business on the brink of bankruptcy in desperate need of the peoples money! They refuse to help won't even acknowledge that they intentionally stole my money paid extra for next day sent me its dispatched now they don't know where it is who I am and play dumb saying what money

'0' Rating if I could - DO NOT ORDER ONLINE - Debenhams has always been my go to shop. I ordered a bag and top and paid for next day delivery. The items should have arrived on 5th April. The top arrived on 7th April but there is no sign of the bag. Debenhams Customer Service is disgraceful and when trying to contact them it is virtually impossible - only by email - receive an automated response telling me to track parcel and that's it. There is no parcel to track because it hasn't been sent to Hermes. I even received an email yesterday asking me to review the items in my order - complete joke. I appreciate and understand the strains of the current situation but if you can't deliver Debenhams then just shut up shop now. Everyday I am bombarded with emails with sales and offers and to be honest there are loads of things I would love to order but not after this experience. They are not doing themselves any favours.

The staff at Winchester Debenhams Store were very helpful in helping to resolve an issue that they had no control over. However, the issue is with the Debenhams On-Line order processing system, which is not fit for purpose. It has taken me 4 hours and cost me unnecessary travel expenses to resolve my on-line orders. In summary, I ordered two pairs of trousers on-line for £48 (2 x £24). I was refunded £24 for one pair, because they claimed they could not fulfill the order. I then received one pair of trousers. The website several days later were showing a stock level of 3 pairs, so I ordered another two pairs of the same trousers, which had then increased to the original price of £30 for each pair. I ordered another two pairs, but they refunded me £30, saying that they could not fulfill the order. Hopefully I will receive one pair of trousers in several days time.
The IT department is a faceless organisation which relies on the customer going to a store to resolve any on-line issues. However, the stores don't have any control over the IT Department, and in my case the IT Department would not answer, ring back on the telephone or reply to the Debenhams manager's email.
The IT Department needs a customer help desk to resolve on-line issues.

Horrific customer service!
I ordered 4 dresses online for a new job. Hermes we're delivering the parcel, they said it would be delivered today between 10-2, I waiting in, in my lounge so I wouldn't miss it, I have a doorbell and my lounge is right next to my door, Hermes signed the signature themselves as me which is FRAUD and said they have delivered it to me, they hadn't at all! I rung Debenhams customer services and spent an hour and half on the phone arguing to customer service then CRT customer resolutions team who eventually hung up on me because they couldn't help me right now. So apparently because Hermes have fraudulently signed to say I have received a parcel that means I now have to wait 3 whole days for the case to be looked in to which means I can't start my job because I haven't got the dresses I ordered for work. Customer services are utterly useless and I will never ever use Debenhams again and I will review everywhere possible and tell everyone about the situation I have experienced and hopefully put everyone off using them. They are utterly horrendous at customer service!
Just to make utterly clear how pathetic their customer service team are 3 hours later I'm still on the phone to them 3rd person later after 2 have hung up

If I had an option, I will give minus rating for their service. I placed an order twice in two different dates. I got a text messages from the courier that they would be delivering on a certain time in a specific date but no one turned up. I called debenhams straightaway and notified them I have not got the parcels from anyone. I was advised to wait for 72 hours first, then another 3 working days to complete their investigation. Finally after so many chasing I got a ph call from them saying it's their business decision that they wont refund the money. As per their investigation, the driver told them that the parcels were delivered so they cant refund the money. They are not willing to listen to the customer's point that the parcels have not been delivered. This company has got rubbish customer service policy, they dont trust customer and they do not support any customer either. I will go further up and take legal against on this. For the rest of the customer who buy products from them, please bear all this in mind. This is a genuine urge from me as they just steal customer's money.

Debenhams has always been my favourite store to shop at. They do offer a wide selection of products and speedy online delivery.

However, recently upon purchased a faulty packaged luxury beauty goods, they refused to provide a refund. They declined to refund due to the item being 'damaged', even though it was sold to me in that state, and has never been used or even opened.

The store manager, although aware of the Consumers Rights Act 2015, stated that 'packaging is not part of the product', therefore not protected under the Consumer Rights Act. This is incorrect and a wrongful interpretation of the law.

It is unfortunate that a major department store has failed to keep up its customer service standard.

If it were possible to give minus stars I would do so. I wouldn't purchase anything off Debenhams, their on line customer care is awful. A piece of furniture, irrespective of how expensive, or how seldom used, purchased from them, is only warranted for 12 / 24months, then allegedly it is down to the manufacturer, which is totally incorrect, but try telling them facts. Awful company to deal with as far as customer care is concerned. It's a case of 'they take your money and run' and after 1 /2 years it's down to you.

Long story short, I ordered $272 worth of shirts and then was charged an additional $120 for "shipping" which is insane and was never communicated with me before purchase (otherwise I never would have bought that). Anyway, then I went to Debenhams to get a refund and they said they had already issued it, but I didnt receive it, so I reached out again and they told me they not only had never actually issued the refund but also were not going to either, they were just hoping I'd forget about $120?!
Anyway, suuuuuper sketchy, dont order from them unless you want to lose some $$
Ps. Their customer service is actually the worst I've ever seen.

Custom fees are a given if you are buying internationally - fine. However my issue is their delivery process uses this scammer company called 'EZclear' who are basically a customs 'agent' or other words a bunch of chancers who exploit and hijack parcels until you cough up their ridiculous 'admin' and custom fees. Usually this is done through the delivery company (DHL / UPS / Canada Post etc.) - so why is this so different?
To cut a story short - Debenhams provided the incorrect item amount to customs and was subsequently overcharged on the custom fees (almost double) the item price. When following up to all concerned no one wanted to take responsibility and sort it so I went back to Debenhams and their customer services couldn't care less - their responses are generic, don't bother reading your emails properly/following up - give you some rubbish responses like 'due to security risk we can't forward invoices to other emails'. They knocked up a revised invoice in about 2 mins which was still wrong and asked me to sort it myself by going to the local customs office which isn't possible as it's in the middle of nowhere and no guarantee it would even work. I don't know how many times I explained what the issue was and got a generic copy paste response that 'custom fees are responsibility of customer etc.' and was blatantly clear they hadn't read the emails at all. Why should I have to keep following up if I'm the customer?!
M&S are able to charge $5 (duty delivered paid) international delivery that includes custom fees! Debenhams is almost 3x that excludes customs!
Won't be ordering again until this drastically improves - disgraceful 'service'.

Do not buy gift cards or allow them to refund money onto Gift cards. In my case they refunded money onto a giftcard and I did not tell me that the money had to be spent within a limited period of time. When I went to use the card they told me it had expired. The store assistant failed to inform me of this. She could have refunded me cash but did not. This is a terrible failing on their part and it feels dishonest, a measure that allows them to keep hundreds of thousands of their customers money for nothing. In my case they have kept 90 euro of my money, effectively a days work! Without my consent. I feel as if they have stolen it from me.

Worst company for online ordering. I ordered a tankini top online, having already bought the matching bottoms in my local store. I used the in store online ordering service, with the help of an assistant. When it arrived a few days later, not only was it not a tankini size 14, it was a swimming costume, size 10, with tummy control. It was not even the same fabric or colour. The invoice in the parcel was for the item ordered. When I tried to order the tankini again, it was out of stock. So, not only do I not have my tankini, I have a pair of bikini bottoms which are not no use to me whatsover. Apparently, their online site isn't 'live', so just because it says the item is available, it doesn't mean it is.

I always buy the same shirts. Went to buy 3 new shirts only to find that I couldn't even get the ends to meet let alone do the shirt up. This despite being the same brand, same label stating exactly the same measurements. Clothes are getting smaller, fair enough, but don't keep the labels the same as this is obviously misleading people. I wont shop in Debenhams again.

I ordered a laptop for £1500 from them, booked the day off work to receive it, then 22 hours before it was due to be delivered, they cancelled the order saying it was 'unavailable' - except it was available, they had just INCREASED the price by £410. Despite this I had everything organised and time was running out to get it before Christmas (this was the 9th), they ignored every e-mail I sent, I was unable to contact them using their live chat system either.

I know what you're thinking, "So don't shop at Debenhams then, get it somewhere else" - but they have taken payment in full, despite cancelling my order haven't refunded it back to by card - I'm actually having to go to the bank and declare it a fraudulent transaction in the hope of getting my money back and I don't have a spare £1500 just lying around, but now it'll be too late to get delivery before Christmas.

Don't risk having your day ruined, avoid Debenhams at all costs.

Worst customer service experience of my life, catalogue of errors from numerous customer service people including being rude to me, calling me off unmonitored numbers to cover for their colleges & then not actioning promises about refunds or gestures of good will, still waiting for a £15 refund from over 3 months a go despite chasing & supplying bank statements over & over. Following it up out of the principle of how they seem to be running their business & training their staff. Company clearly must be in trouble as they don't know what's going on internally. Stopped spending with them until I got my refund back they've launched a 3 month investigation into & still can't solve but seem to expect me to say it's okay. From my calculations they've lost £2,000 already having just moved house I will never use this brand again. Feel free to comment or reply not stopping this until I get an apology in writing plus my money back. Jodie

I've ordered from Debenhams a few times. The quality is generally very good. The deliveries are easy to book, and usually prompt and they now notify you if delivery will be in separate packages. There are two issues which make me hesitate to order from here: 1) The size guides for some products are not correct especially for simple sizing methods (S, M, L, etc) meaning returns and re-orders. 2) The manufacturer, style or size is subject to change at any time, so what appear to be the same items (in a different colour for example) ordered a few weeks or months apart from each other can vary wildly. You can see that at times they have seemingly identical products on the website with different stock levels and order numbers as they phase one out. Certain items seem to be constantly low in stock in certain sizes. The in store experience can be disappointing and ultimately you'll find more stock online.

Wish we had read the customer reviews before purchasing with Debenhams (but thought this is a large well know company; how wrong we were). Ordered online, and fortunately we purchased with the security of Paypal. First part of the order turned up but short in quantity. Did the right thing and immediately notified Debenham 'Customer Service'. They advised to wait for the balance of the order, a different product. In due course the other product turned up but again short in quantity. Advised Debenham 'Customer Service' and the merry-go-round of acknowledging then refusing our request began. We tried very hard to negotiate with them but to no avail. We soon realised their method of dealing with disputes appeared to be a well worn ploy and finally most people would give up in disgust at the waste of time and deceitful behaviour. We went straight to our 'insurance' Paypal with all the facts. Cannot recommend them highly enough; they didn't waste time and got straight down to trying to liaise with Debenhams. Now you could doubt our story however when Paypal didn't hear back from Debenham within 10 working days, what does that say to a prospective honest buyer?