Debenhams

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.

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.

Ordered and paid for goods 24. 9. 20 - advised today 6. 10. 20 return being processed. No return - never got the goods. Refund a further 3-5 days. Terrible service.

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.

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.

Mirror came smashed, 2 weeks later still waiting to find out about replacement/credit(my daughters)I feel bad as Debenhams used to have great service

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.

Ever since purchasing a few of their Lipsy and Warehouse brand dresses from the Debenham's store on Oxford in London a few yrs ago, I checked out their website and decided to order a few items online. Prompt, well-packaged shipment with and the parcel arrived with no customs duties fees which was great.

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 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.

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.

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.

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

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.

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.

I loved Debenhams, but they have gone down hill. No response from customer service - and no phone number to ring, and no details on how I can return items in the package. I will NEVER buy from this company again. Truly a waste of such a good brand

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.

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.

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

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.

Easy to shop and prompt delivery. The only negative is that they don't have a 'this is a gift' option which would be great.

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!

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.