Debenhams

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.

Worst company for online ordering. I ordered a tankini top online, having already bought the matching bottoms in my local store. I used the in store online ordering service, with the help of an assistant. When it arrived a few days later, not only was it not a tankini size 14, it was a swimming costume, size 10, with tummy control. It was not even the same fabric or colour. The invoice in the parcel was for the item ordered. When I tried to order the tankini again, it was out of stock. So, not only do I not have my tankini, I have a pair of bikini bottoms which are not no use to me whatsover. Apparently, their online site isn't 'live', so just because it says the item is available, it doesn't mean it is.

Debenhams Review based on an order January 2023

I find it sad that a household name such as Debenhams has now degenerated into just an online presence, and would have hoped they'd have learnt their lesson from going into Administration in 2021. However, a recent purchase from their online store proved not only an unnecessarily stressful and painful experience, but one proves without any shadow of doubt that Debenhams have zero scruples or acceptable level of customer service.

The experience started with the purchase of a rugby shirt. This was eventually delivered by Evri – who despite clear signage left our gate open, thus letter our dogs escape. Dogs rounded up, and no harm done – about the only positive to be taken.
Shirt was too small, and therefore tried to return the top. However, Debenhams make the return process as difficult as possible. Despite countless communications with Debenhams through their Facebook Page (Messenger), they put as many obstacles in the path of a return as possible. Dead links, expired links, promises to reply to queries - but don't. And for all that, they charge for returns.
Eventually my patience worn thin. I posted a 1 star review to Trustpilot – note, 60% of 7703 reviews of Debenhams on Trustpilot are 1 star (and with common theme!). Debenhams "Group Escalations Team" replied with link to a Returns Label, which I used, and was told a refund could take up to 15 days. We've passed the 15 day deadline, and without and shred of surprise, there's been no refund. A follow up email to their "Group Escalations Team" is met with the usual level of customer dis-service requesting further information of the return – remember, they supplied the Returns Label!

This is by far the worst online shopping experiences I've endured, and will certainly be the last.

Debenhams - once a household name, now an utter disgrace.

Wish we had read the customer reviews before purchasing with Debenhams (but thought this is a large well know company; how wrong we were). Ordered online, and fortunately we purchased with the security of Paypal. First part of the order turned up but short in quantity. Did the right thing and immediately notified Debenham 'Customer Service'. They advised to wait for the balance of the order, a different product. In due course the other product turned up but again short in quantity. Advised Debenham 'Customer Service' and the merry-go-round of acknowledging then refusing our request began. We tried very hard to negotiate with them but to no avail. We soon realised their method of dealing with disputes appeared to be a well worn ploy and finally most people would give up in disgust at the waste of time and deceitful behaviour. We went straight to our 'insurance' Paypal with all the facts. Cannot recommend them highly enough; they didn't waste time and got straight down to trying to liaise with Debenhams. Now you could doubt our story however when Paypal didn't hear back from Debenham within 10 working days, what does that say to a prospective honest buyer?

If I had an option, I will give minus rating for their service. I placed an order twice in two different dates. I got a text messages from the courier that they would be delivering on a certain time in a specific date but no one turned up. I called debenhams straightaway and notified them I have not got the parcels from anyone. I was advised to wait for 72 hours first, then another 3 working days to complete their investigation. Finally after so many chasing I got a ph call from them saying it's their business decision that they wont refund the money. As per their investigation, the driver told them that the parcels were delivered so they cant refund the money. They are not willing to listen to the customer's point that the parcels have not been delivered. This company has got rubbish customer service policy, they dont trust customer and they do not support any customer either. I will go further up and take legal against on this. For the rest of the customer who buy products from them, please bear all this in mind. This is a genuine urge from me as they just steal customer's money.

Appalling customer service! I would have given 0 stars if I could. My order was send to the wrong address (billing address instead of shipping address). I understand that mistakes happen, but if company deals with issues appropriately, it is not a problem. In this case its been beyond any belief. There is no customer service as such, no contact number, no live chat support, no complaints department that i can find. There is an option online to send an email. I sent one but no reply at all. The only way I managed to get any response is via Twitter! This is ridiculous. Every message takes a day to get a reply, every message is dealt with by different people (means you have to constantly repeat the same thing over and over again). Now it's been 5 days I don't have my order, it cannot be redirected anywhere and now I was told that they will try to stop the delivery and refund the order when they receive it back from courier BUT this is not guaranteed! This is not to mention all the contradictory messages on the way and me being pushed from pillar to post between the courier (Evri) and Debenhams. Extremely disappointed.

I ordered a laptop for £1500 from them, booked the day off work to receive it, then 22 hours before it was due to be delivered, they cancelled the order saying it was 'unavailable' - except it was available, they had just INCREASED the price by £410. Despite this I had everything organised and time was running out to get it before Christmas (this was the 9th), they ignored every e-mail I sent, I was unable to contact them using their live chat system either.

I know what you're thinking, "So don't shop at Debenhams then, get it somewhere else" - but they have taken payment in full, despite cancelling my order haven't refunded it back to by card - I'm actually having to go to the bank and declare it a fraudulent transaction in the hope of getting my money back and I don't have a spare £1500 just lying around, but now it'll be too late to get delivery before Christmas.

Don't risk having your day ruined, avoid Debenhams at all costs.

The staff at Winchester Debenhams Store were very helpful in helping to resolve an issue that they had no control over. However, the issue is with the Debenhams On-Line order processing system, which is not fit for purpose. It has taken me 4 hours and cost me unnecessary travel expenses to resolve my on-line orders. In summary, I ordered two pairs of trousers on-line for £48 (2 x £24). I was refunded £24 for one pair, because they claimed they could not fulfill the order. I then received one pair of trousers. The website several days later were showing a stock level of 3 pairs, so I ordered another two pairs of the same trousers, which had then increased to the original price of £30 for each pair. I ordered another two pairs, but they refunded me £30, saying that they could not fulfill the order. Hopefully I will receive one pair of trousers in several days time.
The IT department is a faceless organisation which relies on the customer going to a store to resolve any on-line issues. However, the stores don't have any control over the IT Department, and in my case the IT Department would not answer, ring back on the telephone or reply to the Debenhams manager's email.
The IT Department needs a customer help desk to resolve on-line issues.

I ordered 5 Christmas jumpers and none arrived, can't get a refund of them and they keep telling me to wait 24 hours to have it investigated. Still no jumpers and still no money back

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.

Very poor experience.
Ordered on Tuesday 22 November 2022.
Debenhams confirmed order was on its way at 07:15am on Thursday 24 November.
Delivery within 5 working days, so by 30 November.
Evri tracking number provided.
Order last tracked as being at Evri delivery depot on 26 November.
So here I am on 3 December and no sign of the order being delivered.
I contacted Debenhams on 2 December by social media (because they don't have a phone number according to their customer services webpage).
Apparently they cannot do anything other than keep checking the tracker until 10 December when they might deem it to be lost.!
So that's 18 days after my order.! What on earth happened to the delivery within 5 working days commitment when you hand over your money for your shopping…?
I replied saying it was for a birthday present before the 10 December. Debenhams having replied to this.
This is absolutely unacceptable.
I was offered a free next day delivery code for when I next shop at Debenhams. Useless to me - I won't be shopping with Debenhams again with terrible service like this.

I ORDERED AND PAID FOR 4 ITEMS DEBENHAMS ONLINE
ONLY 3 ITEMS HAVE ARRIVED, I HAVE MESSAGED THEM SEVERAL TIME BY EMAIL AS THERE IS ''NO TELEPHONE'' SERVICE - ''NO REPLY AT ALL''
TERRIBLE SERVICE - ''NO CUSTOMER SERVICE'' NO REPLY
NO ITEM - NO REPLY AND NO REFUND?

AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID

THIEVES THIEVES THIEVES THIEVES

Don't order from online they will steal your money this is a dying business on the brink of bankruptcy in desperate need of the peoples money! They refuse to help won't even acknowledge that they intentionally stole my money paid extra for next day sent me its dispatched now they don't know where it is who I am and play dumb saying what money

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.

I had a embarrassing issue involving a debenhams store card application. Before you read this review might I state my credit score is near perfect at 999 out of 1000.

I was offered a store card by A debenhams employee who said if I apply today Id get 10% off. I already have a debenhams store card but she told me as its old I should reapply. I did so and proceeded to fill in an agonisingly long form which meant I had a que behind me. I told her I had moved addressed several times but she told me to just say i have lived at my previous address for 5 years cause that's what they want to hear. Embarrassingly in front of many people My application was rejected.

I am a member of experian so immediately checked my credit score again. Nothing has changed, I have never missed any payments. My credit score is excellent at 999 out of 1000 I am a home owner and have recently paid of finance on after 6 year loan and again never missed a payment. So my borrowing ratio to income has gone down. I am a teacher and earn nearly 30k a year. I was sent an email with a letter attached to the email explaining why I had been rejected. It certainly did not apply to me, especially stating insultingly that, I need to manage debt and keep up to date with payments, which clearly is not the case as my credit score us 999 nearly perfect.

If someone like me with a squeaky clean credit file can't get credit with debenhams Then who can? Or do debenhams need to ensure that there sales representatives know what information is needed in order to complete a card application accurately to ensure all the important information is entered into the system.

I was very embarrassed about being rejected and it has seriously put me off shopping at debenhams. I am getting married in 3 months and was going to consider using debenhams for our wedding but this experience has really put me off.
I would be very grateful if someone could explain to me why I have been rejected with A perfect squeaky clean credit score, or if it was indeed the fault of the sales representative?
Thank you for taking the time to read this

Horrific customer service!
I ordered 4 dresses online for a new job. Hermes we're delivering the parcel, they said it would be delivered today between 10-2, I waiting in, in my lounge so I wouldn't miss it, I have a doorbell and my lounge is right next to my door, Hermes signed the signature themselves as me which is FRAUD and said they have delivered it to me, they hadn't at all! I rung Debenhams customer services and spent an hour and half on the phone arguing to customer service then CRT customer resolutions team who eventually hung up on me because they couldn't help me right now. So apparently because Hermes have fraudulently signed to say I have received a parcel that means I now have to wait 3 whole days for the case to be looked in to which means I can't start my job because I haven't got the dresses I ordered for work. Customer services are utterly useless and I will never ever use Debenhams again and I will review everywhere possible and tell everyone about the situation I have experienced and hopefully put everyone off using them. They are utterly horrendous at customer service!
Just to make utterly clear how pathetic their customer service team are 3 hours later I'm still on the phone to them 3rd person later after 2 have hung up

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