“I wish I could give 0 stars! I ordered 5 bridesmaid dresses which when they came weren’t what we needed. I sent them back (September 25) and still now haven’t received back the money (Feb 26)which totals to nearly £500. Amex have now had to pay it. Do not order - you won’t get your money back on returns!!!!”
“Appalled. Shocking..... disgusted... many words which don't come close. After item thrown over 6ft gate as i wasnt in. .it was left 8 days in back garden in rain whilst i chased delivery...Customer service is disgraceful. Wrong details, didn't listen or care..... then when I found it it was broken,,,,,, no surprise there! After many messages, another few days sent link which doesn't work....more messages and 4 days later they replied with a message/order no which was wrong! Honestly.... DO NOT SHOP AT DEBENHAMS.... THEY ARE DISGRACEFUL ANX DONT DERSERVE CUSTOMERS.”
“The service I have received from Debenhams this past week has been the worst of any online retailer I have ever used. My next day delivery code didn’t work despite using it correctly, the item then arrived 5 days late meaning I had to buy an alternative gift elsewhere. Upon wishing to return the item as I now have no use for it, the automated system did not allow me to do it, so I tried the text route and have been brushed off constantly by 4 or 5 different operators. I’ve still not had an email reply over a week later, so I’ve had to resort to Facebook messenger. This whole system is a disgrace and caused me to spend hours of my time now trying to sort this out. What a joke!”
“I have placed an order last night and used there expressdel code and to find out that my order has been placed onto a standard delivery.
Express to me means that the order should be within me within 24-48 hrs of placing the order.
so now I don't have a dress that I can wear for my birthday dinner this weekend as they are say it will be here 10 days later.
Why offer these things and not up hold to what you have said.
No stars for Debenham's from what i can see on this site you should be ashamed of yourself as you don't care at all.
People no longer trust the company name.
I would just close down altogether”
“Very poor customer service. I was contacted by multiple different agents, all asking the same questions repeatedly. Despite clearly stating several times that the chairs are faulty, I was told to pay for the return postage myself, which is unreasonable given the weight of the items.
I have been sent round in circles with no resolution and am still waiting for the items to be collected from my home. Would not recommend buying from Debenhams”
“I really don't think they deserve 1 star. Absolutely appalling customer service. I made the mistake of purchasing a vacuum cleaner which turned out to be faulty. I contacted Debenhams 2 weeks ago and all they have done is try and refer me to the manufacturer. I quoted both Distant Selling and Consumer Rights acts - both were ignored and still they persisted claiming I had to contact the retailer and they would analyse the problem and refund/repair it. Well, the matching failed at the first trouble shooting question - it had no suction power. I was stunned to then be referred back to Debenhams - I just want the machine gone and my money back. Compounding the agony of having to deal with Debenhams, each tome you contact them to can wait up to 72 hours for an answer......just appalling. I will never, ever buy even a single item from Debenhams and if you want some good advice - don't you either. - absolutely unbelievable and blatant disregard for consumer rights.”
“Horrendous experience with returns!
Returned all items, then it took 2 weeks to be processed!
I was then charged £1.99 refuns fee- fair enough.
But I was then charged £12.49 operational admin fee. They said I hadn’t opted out at checkout! This was not clear at all. I have never known a company be aloud to charge £12.49 for nothing! So I paid £14.49 to return a £12 dress!
You can’t speak to a person about returns all AI bots. Won’t be using this company again! So glad I didn’t order any electronics or expensive items.”
“I purcased a pair of earrings for my Mum for Christmas. These were from Elk and Bloom. A different pair arrived which wouldn't have been suitable. I understand these things happen and I am aware there is a return postage but I don't understand why the customer has to pay this if they are not at fault. So coupled with the inconvenience of having to buy a replace present on 24th December it cost me a futher £7.50 to return the item. I don't think this is an ethical returns policy. The advisor was really helpful but I guess bound by company policy. The process was made harder by also having to go via Debenhams which didn't have a contact number. I wouldn't go via Debenhams or Elk and Bloom again.”
“Catherine :
Hello I just made an order but accidentally sent it to my old address
The order number is: DUX051227857
Debenhams.com:
Our privacy policy can be found here:
Catherine :
And the correct address is xxxxx
Debenhams.com:
https://www.debenhams.com/pages/informational/privacy
Hello, I'm KAI the AI assistant. Let me see if I can help you today.
Please note that as soon as your order is placed, we begin processing it immediately to ensure it is received as soon as possible, which means we are unable to amend any order details, including the delivery method or delivery address, once the order has been placed.
Catherine Wilson:
Thats really unfair as I can never receive the order , I dont live there any more
I ordered literally 2 minutes ago
Debenhams.com:
The courier is delivering your order to the address that you confirmed at checkout. As soon as your order is placed, we begin processing it immediately to ensure it is received as soon as possible, which means we are unable to amend any order details such as the delivery address. If your order is delivered to the wrong address we are unable to arrange for it to be collected and delivered to another address or returned back to us. As this is the case I advise you to try collect the order from the incorrect address it has been delivered to. If you're unable to collect it from the original address, it's likely that the current occupants may refuse the parcel and it'll be returned back to us. Once it is returned, you can place another order. Just keep an eye on the tracking information for it to either state it's been delivered or returned back to us, then get back to us and we'll be able to assist further from there.
Catherine Wilson:
This is disgraceful
Debenhams.com:
I apologize for the inconvenience this situation has caused you. As mentioned, once an order is placed, we begin processing it immediately to ensure prompt delivery, which unfortunately means we cannot change the delivery address. If the parcel is delivered to the wrong address, please try to collect it from there or wait for it to be returned to us so you can place a new order. If you need further assistance, I am here to help.”
“I am extremely disappointed with both the product condition and the customer service.
I received Karen Millen trousers priced at £149 delivered in poor condition, with heavy creasing that made them look worn or improperly stored rather than new. For an item at this price point, this is unacceptable.
What made the experience worse was the response from customer service. The assistant simply replied: “That wrinkly pants doesn’t follow under faulty item.” This response was dismissive, unprofessional, and showed no understanding of basic quality expectations for a premium brand.
There is also no customer service phone number available, making it impossible to escalate the issue properly.
Overall, very poor handling of a legitimate complaint. I expected far better quality control and customer care.”
“This company are a complete disgrace and their customer service is non existent. I ordered a mattress to be delivered in 5 days, it came a month late. I attempted numerous times to get hold of their customer service with no luck. The final thing that got things moving was filing a PayPal case to get my money back. I filed a complaint but they responded basically saying they don't care. Use a different retailer or you will regret it.”
“Sent wrong items ,I have tried emailing customer service 10 +times all I get back is the same computer generated email saying thanks we will be in touch within four days blah blah blah ,absolutely shameful way to treat a paying customer”
“The worst company I have had the misfortune to deal with. The QR code I was given didn't work. This has lead to a Kafkaesque nightmare of back and forth via messenger. I'm really annoyed and wouldn't use them again.”
“I bought two pairs of shoes, returned both as they were unsuitable. Debenhams only refunded for one pair. Refuse to accept two pairs were returned. Despite many emails they are refusing to acknowledge our returns. Very bad customer service....do not buy from them”
“Delivery was fine, Returned one item via recorded post, had confirmation that it was received by Debenhams over two weeks ok. No refund, no contact, no reply to emails (their "can take up to 4 days to reply" note on emails is simply a lie). By comparison I returned to another 'high street' brand and received confirmation or the return and a refund on the day it arrived back with them.
This may get resolved over time (I will be taking them to the small claims court if there is no progress) but I would say with almost certainty that if I wasn't pushing it and threatening action there would be no proactive approach from Debenhams (I suspect they have an informal policy of not issuing a refund unless chased multiple times and threatened).
I WOULD NOT RECOMMEND SHOPPING WITH DEBENHAMS, THEY MAY CARRY KNOW BRANDS BUT IT ISN'T WORTH THE HASSLE.”
“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.”
