Debenhams Reviews
Summary
Debenhams is one of those shops that you could easily spend a whole day in and refurb the whole if your house if you're not careful! Do you like shopping at Debenhams? Share your experience and create a review to help other customers.
Latest Reviews
★★★★★
“Outstanding customer service”
Written on: 18/05/2013 by jude.goody
I visited Debenhams in Ipswich, while working in the area, and noticed a shirt, that I knew my husband would like, however, his size was not on the rack. I went to the nearest pay point and was served by Alonia, who searched the rails and then went to the stock room to find the size that I had asked for. She was polite, friendly and extremely helpful and it was the best shopping experience that I have had in a long time. I left verbal feedback with another member of staff, as there is no... (read more)
★★★★★
“Debenhams have Excellent service, Product & Fantastic...”
Written on: 17/05/2013 by supermum99
Ordered a beautiful Diva wine glass sunday morning which included a discount/sales price and with free delivery!!!!!! wow !! item came tuesday fantastic!! BEST SERVICE I HAVE FOR A LONG TIME WELL DONE DEBENHAMS GREAT CUSTOMER SERVICE PHEW!!! will do business with you again and tell my friends. well done. The diva glass is beautiful, perfect for a 50th birthday pressie, comes with its own box and you can put a big bow on top which is inside the box when it arrives lovely really... (read more)
★☆☆☆☆
“poorest service ever”
Written on: 12/05/2013 by victoriaothersecret
been shopping in many places in the world. never i met store staff as rude as one in debenhams at bond street in the bikini section, today on 12 may afternoon after fitting I put back the unwanted clothes to the basket, but wait, the staff literally asked me rudely to hang it nicely back on its hanger. i was confused like, r u being serious? is this really the store's policy?? and her answer was "no but i asked if u could help me" . wtf?? she didnt even ask it nicely. (read more)
★★★★☆
“Bit of bad and bit of good”
Written on: 08/05/2013 by SunFlowers1965 (3 reviews written)
Last year I ordered a coat online, and as i was paying postage anyway i added on a purse. I then got an email from them saying the coat wasn't available after all - but they had shipped my purse. I wasn't happy about this as I wouldn't have ordered the purse on its own and pay £4+ postage on it, but when I complained they did't care or help and I decided never to order from them again. BUT then my sister got a really lovely coat from there and I had to have it. So after months of keeping... (read more)
★★★★★
“More tah n happy”
Written on: 07/05/2013 by sarah.parky (1 review written)
Ordered a Sofa and arrived within a few days and all was perfect. (read more)
★☆☆☆☆
“appalling service”
Written on: 03/05/2013 by cyberton
I ordered a sofa online, waited waited for delivery. Nothing. E-mailed CS, apparently the third party furniture company had gone into administration,but they would ask another company to supply. I said that was ok as mistakes do happen. Sofa eventually arrives,but wrong colour! It takes several e mails to head office,furniture department for wrong sofa to be collected. I still haven't received my money back, five months after i paid it. can't image that any serious company that wants to... (read more)
★☆☆☆☆
“worst customer service ever !!!!!”
Written on: 25/04/2013 by lisa1806 (2 reviews written)
I ordered a rug in January and after not receiving it in the given deadline. So I emailed the customer service 3 TIMES before I got a generic reply. Then I phoned them up and the man on the phone was very helpful and apologetic but couldn't say why or where our rug was. Evantually we received a call back from the customer service team and they said that they ran out of stock and it will arrive in the next month and they will let us know when its despatched. But they didn't the rug arrived... (read more)
★☆☆☆☆
“Poor, Poor, Poor”
Written on: 19/04/2013
Where to start, first off I couldn't order on their website, there was an error. So I went to nearest store 15 miles away. No stock so they tried to order online but couldn't, give the store staff their due they did manage to order via another system. Debenhams use Hermes for deliveries, who are nearly as bad as HDNL, the status of my order is still as dispatched. So I called Debenhams, "Can you please tell me where my delivery is?", Debenhams: "Yes it was delivered Wednesday 17th.", Me:"I'm... (read more)
★☆☆☆☆
“Promised order in 4 days”
Written on: 19/04/2013
Havent been able to track my order I went to the shop to ask about it. The assistant was very rude. The reason I ordered it as I needed it for a wedding Wish I had read the comments first and I would have went to Marks & Spencers or Monsoon etc Debenhams have taken the money straight away from my account. Just think how much interest they are making on our orders. Its just not right. (read more)
★☆☆☆☆
“Wedding list appalling”
Written on: 19/04/2013
I have had an awful experience with Debenhams wedding list service, in fact it has been the most stressful part of planning my wedding. Not long after we set up our list, it went down online for over 4 weeks without warning for apparent improvements. I took this up,with Debenhams at the time who did offer me a gift voucher as compensation. Since then my guests have had issues accessing my list and the supposed improvements to the website have not improved it at all. An item has been... (read more)
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Showing 1 - 10 of 260 Reviews
★☆☆☆☆
“Worst online shopping experience ever”
Written on: 12/04/2013
The worst online shopping experience ever. Told me will refund in several days, but it has been several weeks. I even can not find the contact email address!!!! Now, I don't know who to contact and what to expect. (read more)
★☆☆☆☆
“lost items, missing items and then water damaged!!!”
Written on: 02/04/2013 by MINXYVIC (1 review written)
GOD THEY ARE TERRIBLE!3 orders ever with them - order 1 - lost two different itemds from bag on route or in warehouse due to large hole in bag - ltook ages to refund order 2 - tunic top missing - took A MONTH to 'investigate' and refund -because they took so long item went out of stock! order 3 - PHOTO FRAME ARRIVED WATERLOGGED AND STINKING! nothing else in the bag was wet, so can only have happened before being packaged and bagged up - disgusting! SORT IT OUT DEBENHAMS, OR YOU WONT HAVE... (read more)
★☆☆☆☆
“£ SHOP QUALITY!!!!”
Written on: 27/03/2013
Thought I was getting greatvalue on line---- 70% off a bracelet and ear rings----feel I would get better value in the pound shop!!!!!!!!!!!!!! (read more)
★☆☆☆☆
“Ridiculous Online Returns Nightmare.....BEWARE!!!!”
Written on: 25/03/2013
Ordered a Rug in January this year,it wasnt the same colour as pictured online so decided to return it. I called debenhams a day or so later to return the item and they told me that their 'furniture team' deal with returning household items. They put me on hold whilst they tried to contact the team, and then told me that they were busy and would contact me directly. To cut an extremely long story short,and after paying a small fortune in telephone calls every week, I have been passed from... (read more)
★☆☆☆☆
“Wrong item sent. ”
Written on: 18/03/2013
I understand that people make mistakes, we are human after all,That is not the problem. They sent me the wrong item but will not collect it, I have to go to the nearest Shop which is half an hour away at my expense for an exchange. Surely the whole point of shopping online is so that you do not have to go out. Not happy !!!! (read more)
★☆☆☆☆
“Selling returned items as new!”
Written on: 15/03/2013
Ordered a toy from their recent 70% off sale, the box arrived damaged, torn and tatty and I noticed was re-sellotaped up. I opened it and found a returns note inside stating item was 'faulty'! I emailed Head Office and received a reply stating it is Debenhams policy to resell returned goods as new once they have been inspected for damage. Obviously mine hadn't been inspected! I can't believe it is Debenhams policy to fob off customers with what are basically second hand items. Surely... (read more)
★☆☆☆☆
“awful service”
Written on: 15/03/2013
i went to liverpool debenhams and i have never been so angry after leaving a shop, first of all most the staff were in circles talking and totally ignoring people didnt even say hello when some came close to coming up to them, went into the cafe before shopping an there were so many staff an yet there were tables that needed to be cleared cutlery table needed topping up sauces werent in the sauce unit, there were not enough food ready made on display, we ordered 3 fish an chips 1 baguette... (read more)
★☆☆☆☆
“Slow refunds/returns”
Written on: 12/03/2013
Takes upto 6 weeks for a refund when you return items, you email never get a reply back you phone & they just say will look into it & phone you back but never do shocking, take you money fast enough when you place an order. Shame because delivery wise my parcel is always delivered very efficiently, but thats down to hermes I guess. (read more)
★☆☆☆☆
“Terrible Customer Service ”
Written on: 07/03/2013 by ZF23
Being such a well known, large department store I had huge expectations from Debenhams but truly their customer service stinks. I had ordered some products from Debenhams nearly a month ago. I receieved the email confirming dispatch 22 days ago. After that i heard nothing else. I would check tracking every day but no change. Two days ago I decided to email head office and tell them to process a refund for me as I would no longer need the products (Makeup I had purchased for a birthday... (read more)
★☆☆☆☆
“Debenhams: Rotten Experience on different levels.”
Written on: 06/03/2013 by RossM1978
We opted to use the Debenhams wedding service and opted for the gift card as we were due to move house.... which is simply an OK experience. However, we bought A LOT of Debenhams goods online. We where offered a online discount code that we forgot to check out with. Yes, user error but we contact Deb's in good faith that we where spending a lot of money with them in the hope there CS agents would honor this. NOTHING!!! Even though this was a site wide discount their CS agent was shocking... (read more)
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Showing 11 - 20 of 260 Reviews
★☆☆☆☆
“Debenhams on-line -Worst service I have ever...”
Written on: 01/03/2013
Ordered items and after almost 2 weeks of waiting tried to call to chase up - waited 15mins for phone to be answered only for it to be put down by company without being able to utter a word. Had another 10min wait to then be told that the jacket I ordered was not in stock and was no longer available. One of the other 2 items I ordered was also out of stock! Most diabolical of all was that I had to request a refund for the jacket but wonder why debenhams don't feel it is their responsibility... (read more)
★☆☆☆☆
“Why bother”
Written on: 01/03/2013
Still sat waiting to solve a problem, waste of money, waste of times-customer service team a waste if space (read more)
★☆☆☆☆
“Never again!”
Written on: 22/02/2013
I ordered 3 items 2 weeks before Christmas all as presents. I decided to use the in store pickup as I was worried about the post. Two of the items arrived in store after a few days, and I was waiting for 3rd item. Finally a few days before Christmas went into store to pick up what was there. I tried to cancel and get the 3rd item refunded, but was told they couldn't do it in store until it arrived. Why not?. After Christmas tried ringing customer services to get a refund only to be told... (read more)
★☆☆☆☆
“Appalling service”
Written on: 20/02/2013
In October bought set of Meyer Select saucepans. After about a month they were showing signs of pitting on the base. Returned to Debenhams Nottingham who said it was the salt in the food! When I said no salt was put in they said they would ring Meyer, then told me they said same -salt in food. Point blank refused to exchange pans. Now showing small 'rusty' looking marks. Tried emailing Meyer but no reply from them either. (read more)
★☆☆☆☆
“It's a trap!”
Written on: 18/02/2013
I tried to order the same item twice over the course of the past two weeks; they say it's in stock, accept the order and take payment - but then a few days later it's cancelled. If you haven't got the product, don't pretend that you do. I will not shop here again. (read more)
★☆☆☆☆
“Took your money without giving anything”
Written on: 18/02/2013
I have ordered a couple of items online, which included cookware and bedding. After three weeks, nothing has been delivered. When I called the customer service, apparently they were demaged (how to damage a bedding!!) and I'll get my money back after a couple more weeks... That was a lot of rubbish. I won't order anything from them again. (read more)
★☆☆☆☆
“No perfume in gift set”
Written on: 16/02/2013 by Socks1
My partner purchases me a perfume gift set for my birthday,from the Birmingham bull ring store. I already had same perfume so returned it to the Walsall store so I could exchange for another scent. The young girl opened the gift box,then to my amazement it did not house any perfume...this is where my grievance starts. Not only did the young girl treat me as if I were some criminal, she did not offer any help to resolve the issue and told me to return to Birmingham store, the Birmingham store... (read more)
★☆☆☆☆
“DISGRACEFUL”
Written on: 15/02/2013
Ordered 5 items on the 22nd Nov 2012. Had an email saying dispatched. Rang on the 29th to find out why I had not recieved the order, bloke told me they had tried to deliver on Tues, I was in at home all day Tues & no knock on the door..... He told me a manager would ring me back either later that day or Friday......NOTHING......Sat recieved an email saying 4 items had been dispatched & 1 item return in progress....So I sent an email to the head office asking why no one had rang me & what... (read more)
★☆☆☆☆
“No goods or service”
Written on: 15/02/2013 by bb1gg (1 review written)
Terrible, awful, shocking, absolutely no delivery or service of any kind. And I thought the name Debenhams stood for something, silly me. I used them for flowers ordered on line, and paid for weeks in advance. On the day no flowers arrived, so I emailed them 3 times over 48 hrs and received no answer. Then I tried calling their "service" line and after being on hold for 6 mins realised that it was an 0845 number and that I was being charged for this too !! I still have no answers from them... (read more)
★★☆☆☆
“Problem with a refund ....”
Written on: 06/02/2013 by 1katya (2 reviews written)
I have been waiting for a refund from Debenhams for the last month. I have emailed them 3 times with no response, and in the end had to call them, at my expense, to sort this out. They didn't seem to have any record of the courier collection, but luckily I had kept a record, and they promised a refund within 5 days. I was not impressed, and will think twice before buying from them again. Other companies, like White Stuff, John Lewis and Marks & Spencers, do not hold on to your money for such... (read more)
1Katya's Response to 1katya's Review
Written on: 06/02/2013
& Spencers, do not hold on to your money for such a long time and send out emails in a professional way to inform of forthcoming refunds to be made. In this case, if I had not made a note that a refund was due, I might have forgotten about it altogether, as Debenhams obviously had.
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Showing 21 - 30 of 260 Reviews
★☆☆☆☆
“Worst online retailer I've ever used. Never again! ”
Written on: 23/01/2013 by TedRimble (1 review written)
I ordered a pair of trousers online, they came in good time but Debenhams sent the wrong size. When I tried to re-order they had sold out of the correct size. I returned the item within a couple of days and still after 14 days I have not received a refund, nor confirmation that my return is being dealt with. An email to them and two phone calls later - involving many different excuses - they state it will take another 2 weeks until I receive my refund. After much deliberation, and the fact... (read more)
Sandra1234's Response to TedRimble's Review
Written on: 27/01/2013
I can only agree! I ordered 2 bedside cabinets from debenhams online on 15/1/2013. I now find out that apparently the items were too BULKY to be delivered!!!!!! I have had to go to my credit card company to open a case to get my money back! Customer service sooo poor, you are NOT ALLOWED to speak to a manger and nobody rings you back!! *DO NOT ORDER FROM DEBENHAMS ONLINE* unless you want a battle on your hands!!
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Sandra1234's reply to Sandra1234's Comment
Written on: 29/01/2013
PS> Do not even bother escalating to the Chief Executive, , as he will not bother to reply to your concerns either. I have emailed him twice to investigate my complaint and no response. If the Chief Exec will not bother to take up your concerns then the rest of the company is obviously run in the same manner!! Just give the company a wide berth-try Laura Ashley instead, at least they care about their customers!
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Agcdurham's Response to TedRimble's Review
Written on: 30/01/2013
I agree, tried to use a £15 Gift Card given at Christmas, DO NOT ever purchase a Debenhams Gift Card. I have tried to use it to purchase something at least 20 times and it will not work; the whole website locks up or shuts down. The Customer Service is a joke ... however, I did discover from one of the many standard emails received from them that you cannot spend the whole amount on the card ... "The procedure to use your Gift card is same as that of using your Credit card, the only prerequisite is that the balance of the Gift card should be more than the order value" ... factoring in the postage of £3.99 the Gift Card, if I ever get the chance to spend online, means I can only spend a max of £11 and they click 1p. Though since I cannot use the card it's an irrelevant point as no doubt 1p profit to them is probably not enough
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★☆☆☆☆
“Recent order”
Written on: 19/01/2013
Worst customer service I have ever experienced! Will never shop with Debenhams again!! (read more)
★☆☆☆☆
“Don't shop online at debenhams! ”
Written on: 19/01/2013
I'm in the process of moving house so I was buying all new kitchen appliances and decided on Morphy Richards Kettle and saw the blue cross sale online at debenhams there was 10 pound of from fifty pound so my instant thought was brilliant, with free delivery which wasn't necessary as I had a store in my town but being heavily pregnant with snow/Ice I was taking every opportunity to stay inside, my confirmation email came through 3days passed and there was no change as to where my parcel was... (read more)
★☆☆☆☆
“Never again..”
Written on: 15/01/2013
Ordered an item for my wifes birthday, website said it was in stock so didn't think there would be problems. Received confirmation email and money taken from bank account, 5 days later receive another email saying unable to fulfil, payment refunded. Wifes birthday is in 2 days time, thanks Debenhams. Never again... (read more)
★☆☆☆☆
“I wouldn't touch Debenhams Travel insurance with a...”
Written on: 14/01/2013
I was in Mauritius, worried sick because my child was seriously unwell, only to be informed that Debenhams Travel Insurance was unable to locate my policy. Fortunately, with appropriate treatment, my son is now recovered. However, this is no thanks to Debenhams, who haven't even bothered to acknowledge my letter of complaint. Disgraceful. (read more)
★☆☆☆☆
“Appaling Service”
Written on: 14/01/2013 by stormcrowuk (1 review written)
I ordered 3 items from Debenhams 4 days ago and now after the status being “Order submitted to supplier” for 4 days I have now checked and 2 of these are now cancelled. No explanation why, sorry, nothing, just cancelled. I have also had another order placed 12 days ago which was supposedly dispatched to me 4 days ago and has still not arrived so much for 2 - 4 working days delivery what a joke. They have a tracking button to click which simply takes me to a page that says dispatched... (read more)
★☆☆☆☆
“Would not use again”
Written on: 14/01/2013
Having previously had no issues using Debenhams high street stores, I decided to give their online presence a try. Never again - my order was cancelled for no apparent reason. Referring to other reviews on this site, Debenhams has has suffered badly in recent years with less than adequate customer service. I'll be taking my high street and online shopping elsewhere. (read more)
★☆☆☆☆
“Debenhams should be investigated by BBC's Rogue Traders”
Written on: 14/01/2013
Very quick to take your money but delivering the goods you've paid for in good faith seems to be a problem for them. Their tracking system doesn't work and they just don't seem to care. This is the first and last time I will ever buy anything from this shop, on line or otherwise. Only wish I'd read these reviews first before I purchased. (read more)
Motherconcerned's Comment
Written on: 22/01/2013
Yes, and while they are investigating that, they can look into their Health and Safety issues that Debenhams are good at avoiding. Their ways of dealing with in-store problems is outrageous!!
Someone needs to investigate this company and soon.
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★☆☆☆☆
“Just appalling”
Written on: 14/01/2013 by deek72 (1 review written)
What can I say that hasn't already been said? For me, the most infuriating thing is the total lack of any sort of apology when they cancel your order. Just an email saying 'Order update' which then leads you to 'Order cancelled, money refunded'. Not a solitary word of apology or regret. I've made my last purchase from Debenhams. (read more)
★☆☆☆☆
“Terrible online experience ”
Written on: 13/01/2013 by jhankey
Order in good faith, they take your money then 2 days later have to refund. Never have the stock they claim and couldnt care less. Avoid ! (read more)
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Showing 31 - 40 of 260 Reviews
★☆☆☆☆
“Useless website, lets you order when they have zero stock!”
Written on: 13/01/2013
As title, in their big sale, ordered 3 bargains and all were cancelled. Emails to say that orders couldn't be fulfilled and to try and reorder yet items were out of stock. Never use them again, they will go to the wall soon anyway judging by their lack of customer service. (read more)
★☆☆☆☆
“Appallling service ”
Written on: 07/01/2013 by Lanster
I ordered two items of mens clothing as a Christmas gift online on 16th December for collection from my local store. Despite no further communication I went to the store on 21st December to find that one item was available. The member of staff phoned Customer Services to check on the other item and was told that it had been dispatched and would be delivered to store on 24th December. As I was going away for Christmas I wasn't able to return to collect the item so called back into the store... (read more)
★☆☆☆☆
“Incredibly disappointed”
Written on: 06/01/2013 by Raelou (1 review written)
I placed a huge order for baby clothes in the online sale before Christmas. Delivery was promised within 4 working days. It is now 6 January, and I'm still awaiting my order. I am reluctant to call as I know it's a premium number. So I've emailed, been given 'query number', had one reply to say they were investigating.... and now... silence. So they have my money, and I have no baby clothes. It's a good job my baby's not due until March. I'm livid as I could have brought the clothes in... (read more)
★☆☆☆☆
“If they don;t care, why bother with them? John Lewis care.”
Written on: 05/01/2013 by NamTsao (2 reviews written)
Slow customer service, cancellations take months, refunds are a nightmare and they invite you to review their products but cherry pick the reviews to suit their marketing needs. The store offers somewhat of a mid to high end experience but fails to deliver it. Overpriced/premium costs for middle of the road goods, safe and unexciting stock underscored with a dereliction of customer service duties. A review for a terrible scarf I bought was rejected three times because I mentioned that I... (read more)
★★★★★
“Always deliver - on time!”
Written on: 04/01/2013 by Jennyarmand (3 reviews written)
I always use Debs for my Christmas shopping and although i left it a little late last year, they duly delivered on time. The web site is very easy to use and if there are any problems with items you can very easily return them without any fuss.I usually shop in their Oxford Street branch in London and all the staff their are extremely helpful. (read more)
★☆☆☆☆
“Computer Says No!”
Written on: 03/01/2013 by Boolee (1 review written)
I like Debenhams but after a recent attempt to buy a product on its website I've ended up disappointed and vowing never to buy anything from them online again. I've ordered loads of things from websites and I've never come across another one that allowed you to buy something, took your payment and confirmed the order, then the following day cancelled the order because the item was sold out! I only found this out when I tried to track the progress of the order and found out the status of the... (read more)
★☆☆☆☆
“Appalling service and inept manager in NUNEATON”
Written on: 02/01/2013
Disgusting treatment at the NUNEATON store when I queried 'why did I need photographic proof to collect an on-like order?'. Noticed a till staff member pull a face and roll her eyes when she thought I wasn't looking. Asked for her manager who in turn decided I was 'aggressive' because I hadn't respected the stores on-line policy that states I should have 2 forms of ID when collecting items. I said that they weren't so pedantic when taking my money and that I said I would take this further,... (read more)
★☆☆☆☆
“Awful experience. Will never shop there again.”
Written on: 31/12/2012 by bugdozer
I bought some flowers online from Debenhams. The whole experience was terrible. I had to call the customer services line 6 times and was kept waiting an average of 10-15 minutes each time on an 0843 number. Each time I was told that the problem with my order had been resolved, only to find out subsequently that this was not the case. Despite initially attempting to order them over a week before I wanted them delivered, I was eventually told today that this would not be possible and they... (read more)
★☆☆☆☆
“Worst Experience in 10 Years Shopping Onine”
Written on: 27/12/2012 by neiluk1976 (3 reviews written)
We ordered 20 items of crockery in October, and have so far had the following experience: 10 deliveries 5 wrong items delivered 12 (yes TWELVE) failed collections by local carriers 2 smashed bowls Over 25 phone calls to customer services 30+ hours in lost work pay from this 1 order Not been able to serve Christmas dinner on the same plates that we have paid for!! (not the end of the world but you get the gist!!) Avoid at all costs. Their systems are shocking and we found it unbelievable... (read more)
Bssking's Response to neiluk1976's Review
Written on: 11/01/2013
We have had exactly the same problem, still we are three plates down and they can't see the problem. A dinner set is pointless without all the plates, how did they resolve it in the end?
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★☆☆☆☆
“Awful, Awful, Awful”
Written on: 24/12/2012
Ordered some items from Debenhams 15 December - was guaranteed Christmas delivery. I called on the 23rd to track my items which had been dispatched since 18th December. I was told to wait until after 6pm on christmas eve and if they did not arrive call for a refund. THEY WERE CHRISTMAS PRESENTS! Anyway I called as instructed and they were closed. I will spend the rest of my life discouraging anyone I know from ordering from these losers. (read more)
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Showing 41 - 50 of 260 Reviews
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Bastardman's Response to MINXYVIC's Review
Written on: 09/04/2013
F.u.c.k up c.u.n.t