Debenhams Direct

I ordered a dress online 09.06.14 the money was taken form my account I never received the item. I am still waiting for a refund even though I was told 2 weeks ago after i had phoned and emailed numerous times that i would be refunded in 4-5 days. I received a futile phone call last week to tell me i woulld be refunded and an apology tell me something i didnt have to find out for my self ! I hAve yet again had to phone today to be told that the refund did not go through and another useless apology! It is not possible to speak to a manager on the phone so i have yet again emailed a complaint and I am sure i shall receive yet another useless apology via email when compensation should be offerd as they now have had my money for over amonth DO NOT USE THIS ONLINE SERVICE !!!

I often shop online with Debenhams - clothing & small household items - I usually collect from store, but have had several deliveries, all without problem and arriving on time.

When stuff is delivered, can arrive in different parcels on same or different days, as it doesn't seem to come from a central warehouse.

the only problem I encountered was when I had to return stuff; it was so heavily discounted it felt mean to post it, so I took it back to store - was informed that one item would need to a store that had that particular franchise (this was at the flagship Oxford Street Store), and I had to traipse to another floor to return the other item. I took them both home and posted back - they deserve to loose money on postage with service like that.

Generally I've had no problem with postal returns.

One thing that they don't make very public but I learned from a customer survey, and for no apparent reason they keep fairly quiet about, is that if you collect from store, you can try on (and presumably return then & there) if not suitable.I often shop online with Debenhams - mostly clothing

I am a great internet shopper.

This was my first time using Debenhams Direct.

A complete nightmare.

I cancelled the first order, because they were going to deliver a gas cooker?

We have no gas in the village, so had ordered an electric cooker.

They promised a refund, it was never done.

I reordered the correct cooker, this arrived over a week later and promptly set on fire.

Contacting them was a nightmare, it costs 10p a minute, and I was cut off.

The refused point blank to accept responsibility, and put me on to the Manufacturer.

This in spite of the fact that I pointed out their responsibilities under the Sale of Goods Act.

The manufacturer refused to accept responsibility, having to wait another week with a non working cooker and a smoke damaged kitchen before they will come out.

Avoid at all costs.

I now have two payments on my Credit Card, a damaged kitchen and no sign of anything happening for another week.

Regards

Ian

I ordered a pair of sandals and a child garden toy. Not only did I find it strange such a large company does not provide a next day delivery service, but I called to chase my order today to be told the sandals had been dispatched but they could not give me any idea of a delivery date and the toy had not been sent???

I have dealt with mothercare, accesorize, next etc etc and all offer a Next Day service and give you a tracking number to trace your parcel and find out a delivery date at least. Am I just supposed to sit in and wait for the 3-5 days???

If only i could put zero stars! - They delievered damaged and even touched up items - then failed to collect for a month - catalogue of errors on their part. - Now they have only refunded half of the items returned. I have called 3 times and e-mailed a number of times - I get a receipt for my e-mail but no-one EVER replies.

Stay well clear - I seem to remember MFI went bust as they simply ran out of first time customers they could upset - Debenhams deserve to go the same way.

I have recently used the Debenhams online service. I would a say to 'STAY WELL CLEAR of this.' I did not receive any item as the courier never delivered anything, and Debenhams just simply pass the buck to them. I still have not been refunded, over 2 months in waiting.

They don't apologise or seem to care once they have got your money. So although the in-store service may be ok, the online service is a joke and poorly managed. I now will not set foot in one of their stores and I hope the recession calls an end to their online business. They do not deserve anyone's custom. They could take a few hints from John Lewis.

If you read this, please don't use the online service. Save yourself the trouble, as you are most likely to have trouble. Go to the shop instead if you must, but it is not worth the hastle

Paul from London

I ordered a reclining chair and footstool instore,i was told it would take about 3 days to deliver.It finally arrived 38 days later.

During this period they arranged a delivery date.I waited in all day but they did not show up and they did not take the care to phone me to explain(no excuses as this was September(no inclement weather then)

The helpline was a waste of time as no one could tell me what was going on.I had to write to the Head Office to complain.Overall a very bad expierience dealing with these people.

I ordered a Chair/stool off the Debenhams website..and never again.

it was plastered all over the page 'express delivery' within 2 weeks (working weeks)

its going on week 3 now and customer services is just a hell hole ive been moved from dept to dept even being told at one stage 'they wont ring they just turn up'...so when I put the Question to the chap 'what if im out'....

'errr better check OPS I was wrong??!!'

ive bought loads of stuff in Store but never online ever again

I ordered on line on the 20.12.08, 5 lilac bridesmaid dresses same style, same colour for my bridesmaids in various sizes which had gone into the sale. On the same day I decided to order one other dress in brown. Received confirmation despatch email on 22 Dec and was pleased to see lilac dresses had arrived within 2 days! Received dispatch email for the brown dress which after a week has never arrived, being Christmas thought I'd hold on and called only last Thursday to be told by one person that my order was not yet at the courier/ and then was told was with courier but didn't know when I would receive it, said it would be up to 5 days or more, when they would do a delivery. Lady advised me as I should have received it she would reorder it, but the dress was out of stock in the size. So I decided to hold on and wait. I called back the next day as wasn't happy and wanted to get a definite delivery date, was told by a different person same thing, that dress out of stock, but that they didn't know when mine would arrive, was basically told 'why don't you call on Monday, we may have had someone return theirs over christmas and you will have first choice on that' - but I needed a size 6! I received no apologies, my dress was basically somewhere in limbo. I then went on line that day to see my dress and size in stock, so rang back to be told that the website is 48 hours out of date and so no point in trying to order on line. The third lady I spoke to later on Friday, was at least honest! She told me my dress was lost and that there was no stock available- which I already knew! To confuse matters she then told me that the lady I had earlier spoken to that day had actually placed a telephone order for the dress (which I thought was odd being that they had none in stock)! She told me it would arrive this week I wasn't going to hold my breath but was happy as I would expect them to be telling me the truth. Got back home today from first day back at work from Christmas break to find a letter from Debenhams apologizing, saying my item is not in stock and they have given me a REFUND! - With all this confusion I have called a fourth maybe 5th time to find out what the hell is going on, to be told that they only have a different size in stock and that basically there is no way I can have my dress! A nightmare from start to finish. When shopping for bridesmaid dresses, or anything where you have a deadline, or need time to choose , I would not recommend Debenhams Direct.

Considering sending back the five dresses which did arrive, lets hope the sending back goes smoothly!

I ordered a dress and jacket on 5th oct 08 for a wedding on 17.10.08 and told delivery within 3-5 working days. When outfit did not arrive by 14.10.08 rang Debenhams who seemed unhelpful towards my problem and told me the outfit was with courier company and could be delivered any time up to 21.10.08 (too late for wedding). Asked for a refund of £130.00 and was told this is discretionary and no manager was there to agree a refund it is now 16.10.08 and still haven't received the outfit or refund yet! I was disappointed with Debenhams' customer service.