“If I could award less I would ! Debenhams are now subject to theft/fraudulent activity, after not issuing a refund on my items since early November . Despite numerous emails that many were ignored and a final offer of resolution 2 weeks ago , I still have no refund. A blatant lie that it would be back in my Apple Pay on the 13th December . DO NOT PURCHASE PRODUCTS from DEBENHAMS/Coast THAT YOU MAY HAVE TO SEND BACK !
I have asked numerous times to escalate my concerns in line with complaints procedures and been ignored.”
“Echoing what others say, customer service is basically non existent. Truly terrible. Can't even complain to them because they never answer. Honestly, the worst”
“Absolutely disgusting customer service. I cannot believe the lack of communication. One minute apologising the next ignoring me. 20 days and half a refund!!!
Do not shop here its terrible 😞”
“Its been over a month and i haven’t received my full refund back why, i have message chatt with your social media chat automated service and the can’t resolve my problem. How do we contact directly to you. Such bloody nonsense service has Debenhams has become. Never doing shopping with you ever. Refund my money back immediately £148:50.”
“Horrible experience!
Terrible customer service!
They are not responding to emails or on their what’s up! Or responding only till they find out the problem and then ignore it! I have been trying to contact them for a month now! Avoid!”
“I ordered a Christmas gift online but found the delivery would be on Christmas Eve so cancelled the order as I wouldn't have chance to get the gift to the recipient.
The order hadn't been dispatched at the time I cancelled the order, but Debenhams Customer Service point blank refused to cancelled it stating "if you find you don't have time to pass it on to its recipient, you can return it once received" which I believe is breach of my rights under UK Law
Absolutely disgusting customer service, I would never use this company again”
“I can only reiterate the vast number of negative reviews for this company. Although my order did arrive in good time and the return was acknowledged within two days it took 17 days and a complaint to PayPal before I received my refund.
Not the best experience at all.”
“Order not received cannot contact anyone AI chat which isn’t much good to be honest email automated response and they don’t have a phone number so I don’t think I’ll be buying off them anymore. I’m not even sure I’m gonna be able to get my money back for the item not delivered.”
“WARNING TO ANYONE THINKING OF ORDERING…
WARNING TO ANYONE THINKING OF ORDERING ONLINE AT DEBENHAMS - I ordered a fragrance for Christmas but (with a week and a half to go) was told after payment that it probably wouldn’t arrive before Christmas without any option to upgrade my delivery or cancel. I contacted their ai chat as THEY NOW HAVE NO CUSTOMER SERVICE PHONE NUMBER who wanted the order number which I still haven’t received after 48 hours. Also tried to reach out via FB Messenger and told by both ai chats that someone would call/contact me but NOTHING. I am still waiting to hear anything at all - even the email confirmation hasn’t been sent even though they immediately took the money from my account. Their advice is order another one with priority delivery and wait for the original purchase to turn up and request a return/refund. Personally I don’t have another £80 to double up on the order before Christmas!! ABSOLUTELY AWFUL EXPERIENCE - PLEASE TAKE NOTE”
“ordered on 1 December hamper paid £70 should have arrive in 3 days. Nothing arrived. Spoke to company that make the hamper and they not been contacted by Debenhams . They say they have no relationship with them. Do not order from this rubbish company.”
“ORDERED SOMETHING ON 2ND DECEMBER EXPECTED ARRIVAL DATE 10TH, STILL NOT ARRIVED, NO WAY OF CONTACTING DEBENHAMS NOR YODEL WHO ARE THE WORST DELIVERY COMPANY EVER!! YOU GET SENT AROUND IN CIRCLES WITH THE SITE SAYING IT DOESNT RECOGNISE MY TRACKING NUMBER YET I HAVE HAD A TEXT!! I WILL BE CANCELING THIS ORDER IF NOT ARRIVING TODAY”
“Order DUX047257341, placed on 24/11/25 with a Next Day Delivery service.
Despite paying for expedited delivery, my order has still not arrived. I initially contacted customer service and was assured that the matter would be resolved by 06/12/24. However, that deadline has passed, and I have not received any update, explanation, or resolution. I even sent a follow-up email using all the appropriate channels, yet I still have not received a response.
The lack of communication and the failure to honour a paid next-day delivery service is extremely disappointing and does not reflect the level of service one would expect from a company of Debenhams’ reputation. As a customer, I feel ignored and undervalued.”
“Really, there should be an option of 0 stars. Over 3 weeks ago I ordered a small double bed. I received a very poor quality wooden Christmas Tree. I have tried to reach out on email, whatsapp and messenger. I've had to provide my email and order number on several occasions, I've provided dates for them to collect incorrect item, they ignore messages for a week at a time. The only resolution they have offered is a part refund to keep an item I didn't order. I have requested my money back on several occasions and they are still refusing to acknowledge this. Even sounding inconvenience because I am insisting on returning an item I don't want. Obviously, I have had to order another bed from a great company that delivered it the next day or my daughter would have been sleeping on the floor for over a month now! I will never be ordering from Debenhams again. The customer service and after care has been truly shocking, disappoi ting and stressful. I will now have to raise a claim through my card company as they are not dealing with the situation and ultimately, I've paid for something and never received it.”
“Worst company ever. Disappointed the way I have been treated as a regular customer.
Will never use again and will not advise any of my family or friends to either.
Christmas present came damaged, contacted them numerous times over a 9 day period, they then gave me a partial refund for an item that came damaged and that I paid full price for. Disgraceful company.”
“Please do not buy any from Debenhams!!!!! Bad, bad, horrible experiences.
To get money back, you have to wait and beg for your own money!
But not only that! The items they send to you are ugly and terrible. I bought a jacket for £71, French Connection. It was ugly, bulky, and poorly made.
I bought from there because I trust Debenhams, but I never get anything for free from there.
I bought 4 tops in the picture, which are very nice, but when you get them, they are very bad.
And they only sent me 3 tops.
What a mistake and miserable time I've been having.”
“AVOID THIS ONLINE STORE AT ALL COSTS!
My online shopping experience with Debenhams has been an absolute joke. A complete farce from the start. It has now been two months since I placed my order, and both the courier service and Debenhams have done nothing to resolve the situation, provide a refund, or send a replacement.
I’ve been repeatedly asked whether the item has arrived, despite confirming this multiple times. Their pattern of responding once every two weeks with no progress is not only unhelpful but completely unacceptable.
I have now had to involve my bank, as at this point it is theft by Debenhams. It’s no surprise the company disappeared from the high street if this is how they treat their customers.
Save yourself the frustration and shop elsewhere!”
“Greenhouse window broke, all I need is a small replacement part but there customer service is useless, they don't have a phone number and just ignore emails for weeks on end. Won't buy anything from Debenhams again”
