DebenhamsReviews 68

An absolute shambles of a customer service experience (still unresolved).
Even today (4th October) the only response I can get from them is an alleged refund from 27th August needs to allow 15 days!
Despite the fact that I have been repeatedly asking them to confirm what bank account it has been paid into (because the bank has no record of it)!
Avoid using at all cost.

I bought an executive office chair from Debenhams in December 2024 for my son's birthday. The right arm snapped off under normal use in August 2025. I contacted Debenhams immediately, sent photographs, and followed up several times, but have had no resolution or refund. It's disappointing because I chose Debenhams as a trusted retailer, yet they have passed my case between themselves and the third-party seller (Rattantree) with no outcome. The chair should have been replaced or refunded under consumer law, and I've had to chase them repeatedly. Very poor after-sales service for what was meant to be a reliable purchase. Date of experience: October 2025

Worst shopping experience. I returned several items and was only partially refunded, even after contacting customer service and providing all the details. I paid for items I didn't keep and even covered the return postage myself.
Debenhams has been completely unhelpful in resolving this, and it's starting to feel like they're just stealing customers' money. If you value your time and money, do not shop here. Check every refund carefully — or better yet, avoid altogether.

Made the huge mistake of shopping twice in quick succession at this online store. The first time was 12 April for 2 pairs of shoes and I paid for 2 day delivery. Tracking stopped on 13 April and when queried with Debenhams on 19th April they would not give me a refund saying I had to wait until the courier had finished their investigation. Despite repeated requests for a refund and bring promised one they will not do this until 12 May.
The other order was for 3 dresses, which I received after 7 days and returned them all as they were poor quality. Despite confirmation on 22 April that they had received them I am still waiting for a refund. They owe me over £200! In the T&Cs they say it can take up to 28 days for a refund. Up to 21 days for the return and then 7 days for the refund but the email confirming the receipt of the good tells you it will take 14 days! This is ridiculous and other retailers such as NEXT, Amazon, M&S and John Lewis all manage to refund in 5days or less. They are just holding onto your cash. Do not buy from this company. The customer service is terrible.

Bought 2 products (unfortunately made in China). Entitled to refund but refused despite being inside terms and conditions. Do not purchase from Debenhams because it is now a site for cheap products that are likely unsuitable and you will not be able to obtain your money back otherwise by with a credit card.

DO NOT SUPPORT THIS BUSINESS NO MATTER WHAT!
They will cancel your order a day after you made it, never ship it just cancel, then make you wait more than 4 weeks for the refund AND charge you money for that refund!
ABSOLUTELY OUTRAGEOUS and the worst customer service EVER! DO NOT BUY FROM Debenhams. Com UNLESS YOU WANT YOUR MONEY STOLEN!

I bought Prada perfume from Debenhams web site. It cost £100 on sale and has hardly any scent. I have previously purchased this perfume and it was fabulous. Have since found out Debenhams now owned by Boohoo. Rubbish avoid this site like the plague.

I am incredibly disappointed with my recent experience with Debenhams. I placed an order (Order Number: DUX*******) on 29th December for a perfume, which was supposed to arrive within 5-7 working days. The delivery was significantly delayed, and the parcel was ultimately lost with no updates or communication from the company.

If I hadn't reached out to Debenhams myself, it seems they would have kept my money and never addressed the issue. Their lack of initiative to contact me about the lost order is unacceptable.

While I eventually received a refund, there was no apology of the inconvenience caused, or proper compensation. The perfume was meant to be a gift for an important occasion, and due to their poor service, I was left without it.
This experience has been incredibly frustrating. The lack of transparency, poor communication, and complete failure to take responsibility demonstrate that Debenhams does not prioritize its customers. I would strongly advise others to think twice before shopping here, as there are far better retailers who provide reliable service and actually value their customers.

I'm very disappointed with my recent experience at Debenhams. I purchased retinol oil, PSA Midnight Courage, but they sent me one that was over a year out of date. This is completely unacceptable, as expired skincare products can cause irritation or other issues. It shows a lack of care and quality control. I would not recommend shopping with them based on this experience.

I think the TrustPilot reviews speak for themselves. Waiting for my delivery for over four weeks - they refuse to comply with my consumer rights under the Consumer Rights Act 2015 to re-deliver or cancel, and telling me to wait a further three weeks...! They do not respond to emails or messages. It feels like you are being scammed out of your money.

Do not buy from Debenhams. I've only 1 part of a 2 part item delivered. No help from Debenhams with regard to completing my order or a refund. Completely uncontactable. They have £180 of my money and I have half an order. I'm contacting the Ombudsman to resolve.

Despite sending photographic evidence, they will not send a return label for a faulty duvet. It has a black flaw in the fabric (on a white/pink duvet). They keep saying their supplier is asking for more photos. It's just stalling tactics. Surely my contract is with Debenhams, not their supplier. I could have sent it back initially but decided to do the right thing and point out the flaw to avoid other customers receiving it. I will never buy from this company again!

Two different items which were faulty needed to be returned. It's taken a lot of our time and effort to get the money back out of Debenhams. Both items they have deducted a handling fee for some reason and they are arguing this. Will never use these clowns again, they are not what they were.

Ordered on 24 November to arrive in 2 working days it is now the 12th of December still no order even though evri said they have list parcel! Debenhams say I have to wait until 16th December for unlikely delivery then I can have a refund it is xmas I need the money returned to buy something else but no I have to wait even though Evri said they have LOST it.

Sadly, Debenhams is Debenhams by name alone as a company itself, does not exist anymore they were bought out by Boohoo, they are the company to complain about.

That a side, I have made an order with them and paid for next day, DEBENHAMS UNLIMITED membership (Unlimited Next Day Delivery Need it quick? Get it delivered to your door tomorrow* and it's for free as part of your membership) delivery service they provide £9.33. The next day on receiving an email replying to my orders whereabouts (expecting my order tomorrow 03/11/23) I was told it would not be with me until the 10/11/23 I can not wait that long for my items as I need them on the day I paid for deliver on.

I then sent an email asking to cancel my order (that has not been processed yet)

Debenhams reply,

Checking at our system, I can see that you have place an order on the 1st of November UK Super Saver Delivery that takes 7 business days. Please be advised that your expected delivery will be on the 10th of November.

Please be advised that as soon as you place your order, were on it as we know you need it fast! However, this means I am unable to make any changes to the order nor cancel it as its already being processed at the warehouse (literally within seconds!). The minute our warehouse receives the order we get to work putting it all together, picking and packing your order so it's ready to be sent off on its way to you.

If that is true it kind of contradicts what they have said and are selling a false product (DEBENHAMS UNLIMITED membership (Unlimited Next Day Delivery Need it quick? Get it delivered to your door tomorrow* and it's for free as part of your membership) delivery service they provide £9.33.

I understand things happen and life is far from perfect but when the try so hard to misdirect you and create problems rather than solutions to issues caused by them self's I dose not bode well for them.

Debenhams have no phone number to call. I have tried to communicate with them regarding a very dangerous situation in which a broken mirror was delivered, causing broken shards of glass all over my floor, that I have cleaned up but now cannot move / remove, whilst having young children and animals in the house. All I received was an email saying they would return to me in three days. I tried communicating twice more, and begged them to phone me to deal with the matter immediately, and have no received further communcation. Absolutely unacceptable and hugely negligible - if my child knocks the box whilst walking around the house, he could be severely hurt. I am absolutely livid about their response.

Item not delivered as stated on delivery notice. No way of contacting Debenhams. No phone no and emails returned as not delivered. Tried Facebook and nothing going through.