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Netherlands
1 review
0 helpful votes
Follow Gem L.
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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.

Date of experience: April 20, 2025
GB
1 review
0 helpful votes
Follow Jane G.
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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.

Date of experience: April 22, 2025
Jersey
1 review
0 helpful votes
Follow Sep T.
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DO NOT SUPPORT THIS BUSINESS NO MATTER WHAT!
April 2, 2025

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!

Date of experience: April 1, 2025
GB
1 review
0 helpful votes
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Expired skincare product
January 15, 2025

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.

Date of experience: January 13, 2025
GB
1 review
2 helpful votes
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Prada? Perfume awful
February 27, 2025

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.

Date of experience: January 3, 2025
GB
1 review
1 helpful vote
Follow Ieva Z.
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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.

Date of experience: January 27, 2025
GB
1 review
1 helpful vote
Follow Gail S.
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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.

Date of experience: November 22, 2024
GB
1 review
0 helpful votes
Follow Adam G.
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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.

Date of experience: December 21, 2023
GB
1 review
1 helpful vote
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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.

Date of experience: November 2, 2023
GB
1 review
2 helpful votes
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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!

Date of experience: January 7, 2024
GB
3 reviews
3 helpful votes
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They have no idea what they're doing!
January 30, 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.

Date of experience: January 30, 2023
GB
1 review
0 helpful votes
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Scammers
November 24, 2024

This is not Debenhams as we know them
It is a company called BALLYHOO and they are cowboys No goods turn up. No refund No telephone number to speak to anyone and the chat message is a joke as they reply with the same automotive message You cannot get any help
They've got your money and now no chance of returning it Do not trust this company

Date of experience: November 24, 2024
GB
1 review
0 helpful votes
Follow mokhtar a.
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I bought an item on-line from Debenham. When received it was not the thing i thought. I Followed the return procedure. I didn't receive my payment. After 45 days i contacted the customer services First they asked me the proof of Returned item so i sent them. Now after 15 email they are refusing for more and more proof.

Date of experience: March 13, 2023
GB
1 review
2 helpful votes
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Daylight robbery
March 25, 2024

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.

Date of experience: March 25, 2024
GB
1 review
2 helpful votes
Follow Neil O.
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Website says £10 off £50 spend but T&C's, accessible only after ordering reveals money off is only via Complete Savings subscription scheme costing £15 per month!
This is totally misleading and, in my opinion, nothing short of a 'scam'. Be warned. Debenhams are happy to mislead you.

Date of experience: April 17, 2017
GB
2 reviews
22 helpful votes
Follow eon f.
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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.

Date of experience: January 20, 2017
GB
1 review
5 helpful votes
Follow Louise M.
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Debenhams has seriously gone down hill. Even though I tried to deal with head office to solve a problem they are no longer interested.
Terrible customer service! There new don't care' attitude is disappointing. I've shopped with them for 25 years on a weekly basis and they have lost me for £10 exchange!
What a shame! Stick to John Lewis in the future, they still value their customers.

Date of experience: January 26, 2020
GB
3 reviews
5 helpful votes
Follow Kelly W.
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Bought a child's dress Monday 30 November was emailed to say it will be here by the 4th December. Not arrived called customer service to find they have taken my money but cancelled my order and not informed me. I have today 6th Dec 2020 demanded a refund and said considering the state of your company you would think that you'd please your customers or is this a theft Act? Would not buy from them!

Date of experience: December 6, 2020
GB
1 review
7 helpful votes
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Horrendous customer service
September 11, 2021

Doesnt deserve any stars.
Returned 2 parcels to Debenhams via drop in shop to be collected by Hermes. After 2 weeks contacted Debenhams who were more than unhelpful. Must have emailed them with all info i had plus copy of receipt from Hermes at least 5 times. Wont do anything without tracking number.
I supplied orginal tracking number plus order number plus receipt number but they won't do anything. Hermes are impossible to get through to and drop off shop say its not there problem. Dont order from Debenhams unless you are prepared to throw money down the drain.

Date of experience: September 11, 2021
GB
1 review
5 helpful votes
Follow Joanne B.
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I have emailed customer service 4 times and still no response from them. I ordered a pair of boots which were £136.95 as a Christmas present to date there is no processing time or any indication on when these items will be delivered. Their quick to take your money but no response whatsoever. Its disgraceful service I just want a refund and buy the boots in store. I will now have to go through my bank to obtain a refund we do have consumers rights!. Do not order anything online from this store.

Date of experience: December 9, 2020

Overview

Debenhams has a rating of 1.2 stars from 65 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with Debenhams most frequently mention and customer service. Debenhams ranks 145th among General Apparel sites.

service
23
value
23
shipping
23
returns
19
quality
20