Debenhams

I love Debenhams. We don't have one where i live so i shop online instead. They do some great offers and often offer 70% off in their sales. The quality of clothes and home ware is really good.
They very often have free postage weeks so it's worth holding on before buying something or just scour the internet for a free postage code.
Goods always arrive promptly and once arrived the next morning after i ordered at 10pm the night before!

Just moved in to a new home since I just got married. I ordered my blankets and duvets from Debenhams. Great quality at a reasonable price. Thank you, you never fail to please me with your quality.

Great!
Ordered at 9pm, with next day delivery, items arrived at 10am the next morning, just 13 hours later,
Definitely cannot fault!

Debenhams has always been my favourite store to shop at. They do offer a wide selection of products and speedy online delivery.

However, recently upon purchased a faulty packaged luxury beauty goods, they refused to provide a refund. They declined to refund due to the item being 'damaged', even though it was sold to me in that state, and has never been used or even opened.

The store manager, although aware of the Consumers Rights Act 2015, stated that 'packaging is not part of the product', therefore not protected under the Consumer Rights Act. This is incorrect and a wrongful interpretation of the law.

It is unfortunate that a major department store has failed to keep up its customer service standard.

The goods never turned up, I've sent them the cctv showing that also reported it to the police.
I'm not getting no reply back from my emails we are now on day 8 and still no reply back.
I can't use there online form
And there Facebook page is unless.
Please please don't buy from there

I brought some joggers from Debenhams which were described as 100% cotton. When i got they they were shoddy quality and 57% polyester. When i contacted customer service, they really seemed as if they could care less, and did not seem to appreciate that they had breached advertising standards and just told me if i don't like it return it, without any apology for misleading advertising or the hassle it caused me, to have to go through the return process for a mistake i did not make. When i left a review on their website saying that the item was not as described and saying how unimpressed i was with their customer service, they simply deleted my review. This is how unscrupulous Debenhams are! I would advice caution to anyone wanting to buy any product or item from Debenhams.
Thank you

Worst on line shopping and customer service experience ever. Ordered with next day delivery, item never arrived, couldn't contact carrier (Hermes), Debenhams couldn't be called and didn't respond to multiple emails even when court action was threatened. After nearly a month I tried to post an accurate but damming review on their site. Within 2 working hours my money was refunded and the review was never shown. So reviews on their site are censored. Not even a token voucher was offered for all the time wasted and inconvenience caused. Complained about this again and got no response for 2 weeks when I got generic email asking what the problem was.

Do not buy gift cards or allow them to refund money onto Gift cards. In my case they refunded money onto a giftcard and I did not tell me that the money had to be spent within a limited period of time. When I went to use the card they told me it had expired. The store assistant failed to inform me of this. She could have refunded me cash but did not. This is a terrible failing on their part and it feels dishonest, a measure that allows them to keep hundreds of thousands of their customers money for nothing. In my case they have kept 90 euro of my money, effectively a days work! Without my consent. I feel as if they have stolen it from me.

I always buy the same shirts. Went to buy 3 new shirts only to find that I couldn't even get the ends to meet let alone do the shirt up. This despite being the same brand, same label stating exactly the same measurements. Clothes are getting smaller, fair enough, but don't keep the labels the same as this is obviously misleading people. I wont shop in Debenhams again.

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.

I have been buying from Debenhams online for the past 10 years and so far had no problems but just before xmas 2020 they have stopped my online orders, everytime i made a order online with my debenhams credit card and bank cards the orders get created on the system as normal and 24 hrs later debenhams status on them states cancelled, i order from other retailers online with my debit card ok, the customer service email service is bad you get a reply 12 days later with sorry order again which i did and still my order gets cancelled i have ordered alot of the items from the suppliers themselves, my advise is don't use the website but go in the shop when it reopens to buy with your card at least you know you got the item you wanted in your hand

Worst customer service experience of my life, catalogue of errors from numerous customer service people including being rude to me, calling me off unmonitored numbers to cover for their colleges & then not actioning promises about refunds or gestures of good will, still waiting for a £15 refund from over 3 months a go despite chasing & supplying bank statements over & over. Following it up out of the principle of how they seem to be running their business & training their staff. Company clearly must be in trouble as they don't know what's going on internally. Stopped spending with them until I got my refund back they've launched a 3 month investigation into & still can't solve but seem to expect me to say it's okay. From my calculations they've lost £2,000 already having just moved house I will never use this brand again. Feel free to comment or reply not stopping this until I get an apology in writing plus my money back. Jodie

If it were possible to give minus stars I would do so. I wouldn't purchase anything off Debenhams, their on line customer care is awful. A piece of furniture, irrespective of how expensive, or how seldom used, purchased from them, is only warranted for 12 / 24months, then allegedly it is down to the manufacturer, which is totally incorrect, but try telling them facts. Awful company to deal with as far as customer care is concerned. It's a case of 'they take your money and run' and after 1 /2 years it's down to you.

I waited 20 days for my order which to date hasn't turned up; had to purchase elsewhere at an additional cost, sent 3 emails to Debenhams, first 2 ignored then finally a response:

Vicky P (Debenhams Customer Servicess)
16 Jul 2020, 23:16 GMT+1
Dear...
Thanks for your email and I am very sorry for the delay in response.
Please accept my apologies for the missing order. I have issued a refund and this will show on your account in 3-5 working days.
Thank you for your patience
Kind Regards
Vicky P
The Debenhams Team

1. No explanation given
2. Didn't ask me if I wanted a refund
3. Kept my money 20 days and no goodwill gesture

I personally this this is an example of the poorest ever customer service and complaints handling!

'0' Rating if I could - DO NOT ORDER ONLINE - Debenhams has always been my go to shop. I ordered a bag and top and paid for next day delivery. The items should have arrived on 5th April. The top arrived on 7th April but there is no sign of the bag. Debenhams Customer Service is disgraceful and when trying to contact them it is virtually impossible - only by email - receive an automated response telling me to track parcel and that's it. There is no parcel to track because it hasn't been sent to Hermes. I even received an email yesterday asking me to review the items in my order - complete joke. I appreciate and understand the strains of the current situation but if you can't deliver Debenhams then just shut up shop now. Everyday I am bombarded with emails with sales and offers and to be honest there are loads of things I would love to order but not after this experience. They are not doing themselves any favours.

Long story short, I ordered $272 worth of shirts and then was charged an additional $120 for "shipping" which is insane and was never communicated with me before purchase (otherwise I never would have bought that). Anyway, then I went to Debenhams to get a refund and they said they had already issued it, but I didnt receive it, so I reached out again and they told me they not only had never actually issued the refund but also were not going to either, they were just hoping I'd forget about $120?!
Anyway, suuuuuper sketchy, dont order from them unless you want to lose some $$
Ps. Their customer service is actually the worst I've ever seen.