Debenhams www.debenhams.com

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★☆☆☆☆
1.3
8.0% of users recommend this
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Latest Reviews

“AVOID THIS DODGY COMPANY AT ALL COSTS! ”

★☆☆☆☆

written by lovefunmagic on 24/11/2023

I bought some lamps on Monday 13th November. You paid £60.00 GBP to DEBENHAMS.COM ONLINE LIMITED I changed my mind due to finance 2 days later. I've been trying online FOR TEN WHOLE DAYS and on email to return the items to NO avail. The online return form doesn't work. And customer services on email mention TWO separate companies the lamps are from. And the link they provide to return the items asks for a reference number I don't have as it's a company I've never heard of. When a company doesn't have a customer services telephone number it shows they don't care about the customer. DO NOT WASTE YOUR TIME OR £££ WITH THIS INEPT, CORRUPT COMPANY PLEASE FOLKS!!

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“Didn't receive items ”

★☆☆☆☆

written by tzEdwards1978 on 03/11/2023

Did not receive my items in the post was told they had been sent and can't do anything waited over a month no refund or explanation just out off pocket !! Never yous Debenhams as you may not even receive your parcel And they don't care. !!

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“Zero stars!! Appalling customer service. ”

★☆☆☆☆

written by Nlilley123 on 09/10/2023

Absolutely disgraceful customer service. If i could give zero stars then i would. I originally purchased a faulty item from a concessionary brand but subsequently feel there has been unreasonable barriers to make a simple return. This has so far taken me over 4 weeks to get to the position where the item has now been collected but they have confirmed i need to wait a further 11 days for my refund to be processed. If not received by this date I AM expected to chase again. Over 13 emails i have sent to their customer service team over recent weeks on the matter, purely to return an item. In addition to that they seem to have unreasonable barriers to make a complaint. COUNTLESS times i have asked for the matter to be raised as a formal complaint and yet this still hasn't been completed as apparently they don't have a formal complaints process. Latest response was 'We don't have a department for complaints this is dealt with by Customer Services.' I don't care who it is dealt with i just want the complaint raising. I fully appreciate the order was through a concessionary brand, but they really need to review their existing processes & improve the customer service they themselves offer. I am truly shocked by the service received with such a reputable brand, which i had looked at their reviews before purchasing now as there is definitely a common theme!!

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“Shocking returns service and poor customer service!!”

★☆☆☆☆

written by Galloway483 on 07/09/2023

Absolutely shocking experience when trying to return an item!! it's just a ping pong of emails from different advisors with delay tactics. Rather than servicing a customers request and spending time to investigate the circumstances, they instead ask for the customer to show proof of refund even though they provide you with a nominated courier. Regardless of proof, how about the fact that the warehouse is in receipt of a product that the retailer hasn't refunded?!! - Shocking experience! Theres a lack of efficiency from the staff with one of the emails being signed off as ''Boohoo'' and signposting me to the Debenhams website!??? (They clearly hadn't read the email threads properly to suggest I'd emailed Boohoo Vs Debenhams!) My first email to Debenhams was on the 23/07 requesting a returns label and 13 emails down the line and the product being successfully returned, i still have no refund!! Various advisors kept telling me that the ''Living and Home'' brand will be in contact even though I purchased the order via Debenhams and paid on the Debenhams website site so it should be Debenhams taking accountability of the situation! What a waste of their resources to not be able to service such a simple and easy request nearly two months down the line! Lastly they told me their policy is to refund customers after 15 days of the item being returned, yet this is contrary to the the Consumer Contracts Regulations Act 2013 which states this should be 14 days. Poor excuse of a company!!!! Avoid at all costs

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“Do not buy from Debenham online”

★★☆☆☆

written by Hardy214 on 27/05/2023

I purchased 3 items at the end of March for a vacation I was taking. Unfortunately 2 were not suitable (1 poorly made, and the other a poor fit). I returned both in the packing they were delivered in, with the supplied note detailing the products returned. Only one was refunded and their customer services refused to accept they were in the same package and refused the refund stating that they should have been returned separately As they were from separate suppliers. Since I paid Debenhams for the complete order my argument was that they were In receipt of the total sum, they must make the refund. Customer services agreed to look into to it, but on return from my vacation at the end of May, NOTHING HAS BEEN DONE AND NO EXPLANATION HAS BEEN GIVEN. THIS AMOUNTS TO SHAM AND YOU SHOULD NEVER PURCHASE FROM THIS COMPANY.

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“Absolutely dreadful "customer service" ”

★☆☆☆☆

written by DavePUK on 19/03/2023

Debenhams Review based on an order January 2023 I find it sad that a household name such as Debenhams has now degenerated into just an online presence, and would have hoped they’d have learnt their lesson from going into Administration in 2021. However, a recent purchase from their online store proved not only an unnecessarily stressful and painful experience, but one proves without any shadow of doubt that Debenhams have zero scruples or acceptable level of customer service. The experience started with the purchase of a rugby shirt. This was eventually delivered by Evri – who despite clear signage left our gate open, thus letter our dogs escape. Dogs rounded up, and no harm done – about the only positive to be taken. Shirt was too small, and therefore tried to return the top. However, Debenhams make the return process as difficult as possible. Despite countless communications with Debenhams through their Facebook Page (Messenger), they put as many obstacles in the path of a return as possible. Dead links, expired links, promises to reply to queries - but don't. And for all that, they charge for returns. Eventually my patience worn thin. I posted a 1 star review to Trustpilot – note, 60% of 7703 reviews of Debenhams on Trustpilot are 1 star (and with common theme!). Debenhams “Group Escalations Team” replied with link to a Returns Label, which I used, and was told a refund could take up to 15 days. We’ve passed the 15 day deadline, and without and shred of surprise, there’s been no refund. A follow up email to their “Group Escalations Team” is met with the usual level of customer dis-service requesting further information of the return – remember, they supplied the Returns Label ! This is by far the worst online shopping experiences I've endured, and will certainly be the last. Debenhams - once a household name, now an utter disgrace.

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“Disgusting service”

★☆☆☆☆

written by Tracylieno on 09/02/2023

I returned two dresses I purchased,to Debenhams instead of the concession shops and they won't give me my refund of over £120. Apparently in their many t&c pages this is the policy. Surely if you return items to the shop you buy from they must take responsibility, instead of keeping the items and the money.

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“They have no idea what they're doing!”

★☆☆☆☆

written by Dale-icious on 30/01/2023

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.

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“Appalling customer support ”

★☆☆☆☆

written by NataliyaB on 14/12/2022

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.

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“Avoid shopping with Debenhams ”

★☆☆☆☆

written by Ivanp1978 on 07/12/2022

Never order with Debenhams - a waste of money and time. 20 days after placing an order for 4 items, I received a refund for 1 items with no explanation of what happened and no delivery for the other 3 items. After many messages to Debenhams, that response was that it looks like they were lost in transit (by Evri - another courier company to avoid), I was asked to wait for another week and that Debenhams will issue a refund. After waiting for another week and still no delivery, Debenhams is not responding to any messages and emails, just no response whatever. I have to go through my credit company to get back my money for the goods never delivered. So much time and energy wasted. Not will I ever shop with them again and will recommend everyone to avoid them at all costs. Seeing similar reviews posted here, it’s clear that not a one-off problem but a systemic problem with Debenhams. They do not deliver the ordered parcels and do not issue refunds or replacements for the undelivered products. Avoid at all costs.

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“Terrible service”

★☆☆☆☆

written by mnd316 on 03/12/2022

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.

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“Worst shopping experience ever”

★☆☆☆☆

written by wendyjj on 29/03/2022

Bought lots of items on a supposedly next day delivery that despite only 1 item being from an outside source…..so seperate delivery, i got various parcels delivered over 2 week period. WORSE THING EVER IS TRYING TO RETURN UNWANTED ITEMS WHICH IM STILL STUCK WITH!!! I didnt recieve any paperwork in any of my parcels. I had to keep referring to emails as to what items cost. When i decided what needed returning i did the online returns method…..the only available method there is. I had a choice of going to a store from the list available to return parcel, or go to a locker which was useable 247. I chose the locker. I was given only a QR code to take to the lockers to open up the locker. I wasnt given an address label for returns and no advice. I wasnt going to put lots of items in a locker not knowing if theyd get to you and if they did youd know who they came from. So i went to a shop drop off instead. They said they couldnt help me unless i could change the method of my returns, which i tried and couldnt. I cant tell you over the next week, how many hours i spent on google, tried every single email address available, every single phone number i found and looked for ways for online chats. Frustrated wasnt the word for it. YOUR HELP CENTRE IS NONE EXISTENT YOU MADE IT IMPOSSIBLE FOR ME TO MAKE ANY RETURNS WITH ASSURANCE YOUD RECIEVE MY PARCELS. YOU ARE A DISGRACE. Someone has just told me……weeks later….that there is this review centre where i can warn others. I found somebody had actually recieved a reply on here from you when complaining, so im hoping i get a reply too. Im furious and stuck with the items that didnt fit. The 1 star is for the good quality of clothing.

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“Complete waste of time”

★☆☆☆☆

written by mcfc2022 on 13/01/2022

Placed an order and received an email a day or so later stating they couldn`t find the stock. Absolute joke and complete waste of time. Fingers crossed i receive a refund.

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“This is most definitely not the Debenhams that has...”

★☆☆☆☆

written by on 02/08/2021

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 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 this. 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

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Maxcimos's Comment

Written on: 31/12/2021

I’ve hade a good experience last year when I ordered something from them but just two days ago I needed two items and paid next day delivery because I need to use it today but I found only one item I send an email but yet no reply I’m very disappointed too

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Hockeycricket's Comment

Written on: 31/12/2021

Hi there I'm sure you are one of many who have been treated like this, I urge you to post reviews so others can see what they are like now they have been taken over by "Boohoo"

Leave a review here and other places like trustpilot, Google, etc

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“Customer service is horrible ”

★☆☆☆☆

written by 13McCarty on 31/07/2021

absolutely terrible service! I received 5 separate parcels, and 19 emails for one order! .. for all the secret shoppers trying to hide deliveries from partners - Debenhams would be the worst place to shop because you’ll receive many parcels even if you placed one order. Items missing and then being told my customer service that they are confident the items are in the parcels! The Debenhams team must have some special super powers because apparently they see things that ain’t real! They use a third party courier service to deliver goods but expect us to “believe” them when they say they were packed but fail to “confidently” “believe” us when we raise concerns! None the less - I quote - I am confident that the items sent out were returned back to them and I am waiting for my refund! Someone needs to get into that place and start training them to do their jobs properly!

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“Terrible Delivery Service”

★☆☆☆☆

written by mmx554 on 18/12/2017

I ordered a nest of chrome and glass tables from Debenhams Direct. It arrived as a flatpack. When it was opened two of the glass shelves were shattered. I had the unenviable job of emptying the shattered glass before repackaging it to send back. Then spent a lot of time vacuuming to get rid of all the splintered glass. Debenhams readily agreed to provide a replacement. It arrived after another week had passed. Again the glass is shattered. I then had to spend about three quarters of an hour on the phone trying to sort it out. It took over 20 minutes for my call to be answered. Now I have the unenviable task of repacking this product to send it back. Wish I had never ordered it! I tried to post this review on Debenhams' website. It was rejected on the ground that it is about delivery services, not the product. If I am buying products online I expect to be able to post reviews of all aspects of the process. Debenhams, this censorship is a cop out! You seem happy for other companies to be reviewed, but not your own terrible online service.

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“Need to do better for environment ”

★★★☆☆

written by Wisern146 on 14/04/2017

I ordered a few items in the Debenhams online sale and went to collect it. I had no issues with the order and in general I do not have any issues with Debenhams online/in-store. However when I collected my order - all of which were ordered at the same time, I was given 2 parcels, both in plastic wrapping/bags but in order to carry them I had to buy a bag which I found ludicrous. Why not put the items in one parcel and add an handle so it can be carried without having to purchase another plastic bag. I'm sure the introduction of the £0.05p bags was to stop all this waste and usage of plastics and to make us more responsible as consumers! This I'm sure is not only up to the consumer but should be corporate responsibility for companies like Debenhams. When I mentioned this to the sales person, she hardly even acknowledged me as though she could care less. I was so annoyed that I just don't think I'll order online again from this store unless they sort this issue out. It matters to me and it should matter to Debenhams and stores like this.

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“Terrible customer service”

★☆☆☆☆

written by soozi_11 on 06/07/2016

Cancelled my order and cant tell me the reason why but took the money out my giftcard so I cant re-order, customer service staff didn't have a clue and customer liason were as useful as a chocolate teapot when it came to a resolution. Clearly Debenhams don't care about their customers! NEVER shopping in there again. Still haven't had my issue resolved!

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“order cancelled”

★☆☆☆☆

written by Campbellu441 on 01/01/2016

I ordered a perfume in Christmas sales and 2 days later I got a massage that my order is unable to fulfil.I am so dissapointed.And its still possible to by this item online even if they don't have it in stock.I contacted them and they were like " Yeah,it is like it is and we can't help you,sorry"

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“poor service from Debenhams click and collect”

★☆☆☆☆

written by eddie.cross on 23/12/2014

I ordered a winter coat from Debenhams click and collect.I was told it would be in store the next day.I went to the store next day to be told it was still processing and not actually there yet.great! a fifteen mile car journey and a £3.00 car park fee for nothing!returned home to find an e-mail informing me that my order was delayed.I decided to cancel ,so rang the helpline.I was told they did not know where my order was and I could be refunded,it would take 3-5 working days.after a week I still had not recieved a refund.I then recieved an e-mail informing me that my order was in store.I rang the helpline and was snottily told that I could not have cancelled my order as "they did not do that"!! I was then left on hold while they sorted this out.I was then asked if I "really wanted to cancel as it is in store now"!! I stated "yes,I definitely want to cancel" and was told that I would be refunded within 3-5 days.when I expressed some cynicism over this,I was told by the member of staff that "he would physically do this himself"!! what?!! so he will actually go to my bank and pay my refund in cash into my account?!! I will never use Debenhams click and collect again,they are unreliable.their staff basically accuse you of lying and all the time they have your money! oh and why is it that when you place an order ,the payment is debited instantly from your card account but when you are refunded,it takes 3-5 working days?! funny that.

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