“I would prefer to give zero stars. Stuck in an endless loop with terrible customer service. I received broken make-up palette, and Debenhams are refusing to refund me the delivery charge, as the broken item was 'delivered on time'! It was broken and unusable! They ignore the Consumer Rights Act. A truly awful experience, I will never shop there again. AVOID AVOID AVOID”
“I have ordered few things from Debenhams, I have received 3 of them and one of the items got lost or stolen. I’ve been trying for weeks to resolve it with their customer service and the only respond so far is that I’ve been asked to fill few forms for non receiving item. Their customer service is complete joke. My advise never buy from them.”
“Ùnfortunatly i have found the returns process to be tiresome and frustratating .i ordered two products that came from two differant suppliers so needed to be returned seperatlyit was hard to find out how and where to send these products .”
“Do not use this company no customer service ignore you. Do not escalate no phone number all done by text waiting months for a repair. They have no remorse or do not care. DO NOT USE THIS COMPANY.”
“Rubbish service - CHASING AND CHASING
I am still waiting a refined that should’ve arrived a month ago.
They refunded part of the return and waiting on the second part.
Forget about reaching to the through their email address. No one will get back to you.
Their messenger service is rubbish as it’s automated and when you’re placed with an advisor they will answer and close the chat. So you’ve got to get back in the queue again and ask again for them to close the chat with a one reply.
Horrible!!!! Do not buy things off them.”
“I ordered a mask, and it never was delivered- contacted and ignored and had to go through my bank.
I ordered a wardrobe and it arrived with the door snapped completely in half… and then draws that none of the draws aligned and one was actually damaged. I have again been ignored and going through the bank. Do not order as you cannot get any repsonses from them.”
“I was unable to intercept the delivery, within hours of making the order, the order took ages to be refunded - and the part of the order paid by gift card has still not been refunded a month later - awful - i mean AWFUL, cummunication - no call centre, long delays in getting an e mail reply - and robotic replies - what a rubbish service....”
“What is SEEL. It leads you to believe that you are getting a confirmed delivery date but does not. Pay extra and still get standard delivery. Which is LATE anyway.
DONT buy this WASTE of money.”
“Be careful when ordering through Debenhams when dealt with a secondary agent. PrettyLittleThings deliver promptly but when need to return their portal does not accept order number so are unable to return and no way of contacting them the website bombs out.”
“Ordered 3 different Jackets online and paid for insurance on delivery. They sent one jacket twice with two different labels on it, so in essence think I got all three jackets when in reality I got one jacket I wanted and another one twice with the label on it also for the one that I wanted but never got. Seems almost impossible for them to understand and taking really ages for the penny to drop. The stress free insurance I paid extra is also a joke as has been anything but stress free. They also expect me to pay for the return at this point but the returns option clearly shows I have to pay for their error. I also bought 3x trousers and one metal button came off as soon as I opened the package. Totally wish I had avoided them and didn't realise how poor the customer service and quality of goods are.”
“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.”
