“Appalling customer service and experience. Never received items, clearly lost by courier (from the tracking link) Impossible to speak to someone at Debenhams to resolve. ChatBots send you round in cirles. Stressful and frustrating experience. Multiple times provided the details, receiving dishonest and nonsense responses. AVOID THIS COMPANY.”
“The order was for a double bed, which was shipped in two boxes. The first box was delivered on 19 December 2025. However, the second box has still not been delivered, and as of today, 22 January 2026, I have been waiting for over a month with no resolution.
I have contacted your online customer support multiple times. Unfortunately, this experience has been extremely disappointing. Each time, I was given conflicting information by different agents and repeatedly asked to wait longer, without any clear explanation of where my order is or when it will be delivered.”
“Do NOT buy from Debenhams online. I purchased two mirrors and one arrived smashed. I reported the problem very quickly and I haven't received a response to multiple messages in 2 MONTHS; nor have I received any response to a pre-action letter (posted). They're running an absolute skeleton crew, no one works there. I've experienced some bad service over the past 20 years of buying online but this is the first time I've actually had to take a business to COURT to get a refund. Avoid Debenhams online like the absolute plague.”
“Absolutely appalling customer service. I am trying to return an item, yet both the returns portal and the web chat BOT fail to recognise a perfectly valid order number. The BOT is completely useless and just sends you round in endless loops with no option to speak to a human being. I have uploaded the packing receipt clearly showing all my details and order number, and still nothing. This feels like a deliberate tactic to make returns as difficult as possible. A frustrating, time-wasting experience from start to finish. AVOID AT ALL COSTS.”
“Evri lost my order on the day it was supposed to be delivered (2 January). Customer services are a joke and never reply. Still waiting on 19th. The first line customer support just pretends to escalate or alternatively pretends not to be able to find the order details. Disgraceful behaviour. Will not buy from them again. Can't speak to a real person because there is no phone number.”
“I am extremely disappointed and feel cheated by my recent purchase from Debenhams. I ordered a 90ml bottle of perfume, but what I received was a 50ml bottle hidden inside packaging that had a 90ml label stuck over it.
This is not just a mistake; it is deliberate mislabeling and fraud. Selling a smaller volume while charging for a larger one is completely unacceptable. I expected better quality control and honesty from a well-known retailer.
I want a full refund or the correct item sent immediately. To all potential buyers: be careful and check your items thoroughly. Debenhams is no longer a name I can trust.”
“Three items were never delivered after 19 November — the tracking for all of them stopped somewhere at an Evri hub. Debenhams completely ignored all my emails. One order was returned and Debenhams confirmed on 5 December that they had received it, yet the refund was never issued.
The only thing that reassured me was that I paid via PayPal. Thanks to that, I was able to open a claim, and the dispute was resolved in my favour with a full refund.
I will not be purchasing anything from Debenhams again until they restore their reputation. Judging by the recent negative reviews, it feels as though the company may be on the brink of bankruptcy, given how poorly they are treating their customers.”
“I dont have all my order yet, but so far that is not the issue. I was given a £10 voucher from previous order if I spent £50 which i did. But its now saying it hasn't been used and I have no way of rectifying this. So frustrating.”
“Unreliable delivery service. I waited all day on the agreed date, delivery failed, and customer service did not resolve the issue. Extremely frustrating.”
“Bought what I thought reflected the price of a leather chair as advertised in the main title when it arrived it was faux leather poor quality expensive chair. When enquired about this was told it says in the small print faux. Zip broke whilst trying to attach to the arm absolute junk will never buy from Debenhams again. False advertising.”
“I've had a terrible time trying to correct delivery details - their website said their customer service was open when clearly they weren't, the order took 10 days to send, and their customer service is mainly bot-based. I would have to have waited around practically all day to get connected with a human being, even then they were delivering the same impersonal, scripted messages which didn't help me resolve my query. I was appalled at how impersonal, unhelpful and scripted it was. I will not be shopping here any more if i can at all help it. would NOT recommend!”
“I bought a Sturling watch via Debenhams, seemed like a good deal.
It was a Christmas present, bought early as it was on offer.
Open at Christmas and activate the watch and activate the battery as it's been isolated, and the watch works for 2 hours.
Hmmm, reset the time, again, the watch works for 2 hours.
Go through this a few times, the longest the watch will work for is 24 hours before stopping.
Contact Debenhams, and apparantly they only cover it for 6 months, it's my fault for not checking it when I received it. Suck it up.
I reply to them saying that it's covered by a 12 month warranty under the consumer rights act, and get completely ignored, wow great customer service!
So, I email them, and that gets ignored too!
So not only do Debenhams sell rubbish products, they don't honour UK Law on consumer rights, but they are down right rude and ignorant with customers!
I'll NEVER shop with Debenhams again, will not recommend them to anyone, and will now make every effort to leave as many negative reviews as possible!
This could have been avoided!”
“Returned item in November 2025 , its now mid January 2026, despite many emails I have not had a refund. They make it impossible to speak to anyone, they don't share proper contact details.
Low rent sharks, Avoid like the plague.”
“The delivery was very slow. The packing was not padded in any way, so my expensive palette of eyeshadow were shaved through the letter box and hit the floor, breaking up some of them. I specifically instructed the delivery to take it to the neighbourhood but my instruction weren't followed. This was a negative first and last experience ordering from Debenhams. Also my negative feedback was not posted on their website what a joke of a company.”
“I purchased bedding end of September 2025 … only used couple of times the bottom sheet when placed on the mattress began to rip along the elastic and then up the sheet… I informed whatever kept getting a reply that was nonsensical (a ruddy bot) sent photo etc … the outcome don’t refund items that basically weren’t damaged upon delivery… fuming if there had been a store open I would have taken it back for a refund… I’ve had sheets years and nothing like this obviously substandard material… never ever order anything from this company again you have been warned.”
“Customer services is shocking. No
Real People poor quality bedding returned in November still waiting for a refund in January. Do. Not buy anything from here”
“Absolutely disgusting company ordered toaster on 2nd December then they said it was sent back you can’t speak to anyone at all all by email never get a straight answer then they said they would refund haven’t seen a penny now I’m taking them to tribunal have to toaster was Smeg £150 I can’t lose out looked up not Debenhams but boohoo”
“Ordered a bookcase. Came soaking wet and damaged. I have been trying to sort it out for 2 months now and still no refunded. Used all 3 ways to speak to them that they have they don't have a phone number to call anymore. I either do not get a reply or they ask for photos again that I have provided 3 times. The customer service is not even 1 star it would be 0. Please do not buy from them. Stressful and unnecessary.”
