David G.

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.