“I have been a loyal customer for many years. Before I became housebound 6 years ago. Since then I shop online. I find that the return service is so difficult. I am unable to arrange a collection from home. I can't go out. I don't drive. I have to wait for a kindly relative to take it to a delivery service for me. Its a shame but I can't shop at Debenhams any more.”
“Ordered a bag, said it had been delivered, it hadn't been and couldn't provide proof of delivery, eventually received a refund via gift voucher, not how i asked for a refund as there wasn't anything I wanted, a while later I wanted to place order but couldn't find vouchers, had to request 3 times, they finally sent them, tried to order, couldn't use vouchers when i finally got an answer they said the vouchers had expired, they sent them a day after the vouchers had expired, if they had sent them when I first asked I could of used them, it was £90 of vouchers, refuse to do anything about it.”
“Ordered a bin online then realised it was wrong colour. Canceled within an hour, customer service team said it was cancelled. A week later then send an email saying the bin has been shipped (a week later). They emailed and said don’t worry it’s been cancelled. To then email me again later saying we’ve sent the bin today, wait a few days and return it? So I’ve now got to wait 4-5 days and then pay to return it when they said it was cancelled. Customer service team are useless, avoid purchasing.”
“Ordered £1200 worth of bridal wear. Firstly, my package arrived four days late. Secondly, when I opened it, its entirely the wrong order. A couple of jumpers and a coat. The process to return the items and get a refund is ongoing and no urgency their end either. Avoid at all costs!”
“Ordered a bed from Debenhams website. Received an email to confirm the order a week later with no communication a 50 year gentleman randomly turned up with a super king base alone. Had to assist him with the product, not taken up the stairs, bed damaged. Contacted Debenhams and replacement items sent with no update. Bed needs dismantling to refit with no offer of any help. They clearly have no governance checks on resellers and the customer service is appalling. Deal with them at your peril.”
“I’ve had one of the poorest customer service experiences with Debenhams. I paid for express delivery, yet my order has now been delayed by over 7 days with no clear communication or resolution. What’s more concerning is the lack of a straightforward complaints process, which makes it extremely frustrating to get any accountability.
In a highly competitive market, this level of service is simply not acceptable and risks damaging customer trust. I will not be surprised to read the news that this horrible company went under.”
“you are lucky to get one star . I have never asked for any insurance for delivery and have been charged both times Chat has sorted things out and even sent you emails on my behalf ,to no help . I am blocked from any further communication . Are you being honest with you customers”
“I purchased a velvet jacket which was too small. I returned the jacket with proof of pick up and delivery back to their depot.
They can't find it and refuse to arrange a refund with klarna. They originally messed up the order number and items ordered.
They have been completely incompetent and I think I've had about 4 or 5 people contacting me on this regard and nobody has a clue.
Still no refund.”
“Absolutely appalling experience when shopping online with debenhams! Very poor quality of items. Return is nearly impossible - I have sent unwanted items back, in the original packaging with return slip attached on 29.03.2026. Still no refund. Customer service is bunch of incompetent ppl. I don't think I'll get my money back. Shopping at debenhams online was biggest mistakes of my existence. I do not recommend!”
“If I could put less than i I would
I bought a bench it collapsed after 7 months... they only guarantee for 6 months... No where is this made a fact when ordering goods
I ordered string lights and returned them after the bench situation. Paid £ 14.99 for them and got £ 13.00 refunded.... Its ridiculously dishonest and appalling....”
“ust shocking! I have been trying to sort an issue with a faulty item since Janurary this year!
Originally I wanted a replacement which apparently they couldn't offer however the item is still available to purchase on the website so that was clearly a lie.
I agreed to a partial refund after about 2 months of trying to get a replacement.
I am yet to receive the refund.
I have never experienced anything like it.
I would highly recommend to just avoid buying anything from this retailer.”
“The worst ever
They sent me a used item and I wrote several times to return and have been unable to return the item.
This company does not represent the Debenhams which was once on the British high street”
“Absolutely shocking service from a business that now appears to be online-only.
I purchased a high-end perfume and heard nothing for an entire week. The only update I received was an email 2 days ago claiming there was a delay and that I would receive my order within 24 hours. Over 30 hours later, the item hasn’t even been dispatched.
Customer support is nothing more than a useless AI that repeats the same responses without addressing the issue.
I was also promised an update by 9pm yesterday — nothing arrived. When I chased them again, I was told my order would arrive within the next 10 days and that I shouldn’t contact them before then. Seriously?
Completely unacceptable. No accountability, no communication, and clearly no interest in retaining customers. Avoid.”
“At last I have got the money for the item I returned 3 weeks ago. I have emailed many times, getting many automatic replies. I was asked for proof of posting when DBX had already acknowledged the return, They said the money was in PayPal which it wasn’t and I felt like I was asking the impossible.
If Debenhams had a phone number for customer services it would have been easy to explain the problem.
I am used to Next and M&S where the money is refunded immediately. No more ordering from Debenhams for us.”
“I have ordered a dress 8 days ago. I have not heard a thing since! Not even your order is on the way. It is a Coast Dress, I should have ordered it from there instead of Debenhams. What’s going on with this compsny? I wish I had read these reviews first. Still waiting!”
“If I could give 0 stars I would. They have still not refunded me, even after sending a email to say the refund was on its way. I am now being completely Ignored over email and over messages. I’ve now had to open a dispute with my bank. Disgusting customer service.”
“I am too disappointed with the Debenhams customer service, it's ridiculous the way they treat us.
I returned an item and I choose a gift certificate instead of a refund, and I haven't received the gift certificate but when someone responded my emails they asked me to checkthe emails and spam/junk which I did already so many times and nothing, and then I respond the email saying that and they only send the automatic email reply, this is happening since 17th of March.
I encourage you if you return anything to ask for the refund. Or buy from another website.”
“Awful! Will never use them again. Ordered an ice maker on 11th Feb that I expected to arrive after a week. I had a party and needed it in time. Unfortunately, it didn’t arrive in time so I ordered one on Amazon prime (which I should have done in the first place) and that one arrived the next day. The Debenhams one didn’t arrive until nearly 3 weeks after I ordered it. It kept saying not dispatched so I contacted them via chat & spoke to a human and asked if they could cancel the order (this was 3 days after I had ordered it) they said they couldn’t cancel it because the order had gone to the warehouse to be picked. I asked for someone to phone the warehouse and cancel it but they couldn’t do that either. I had to basically wait until it arrived and then send it back. Appalling in this day of online everything, you’d think they could have contacted the warehouse and cancelled it easy. Anyway they couldn’t. They did (after much hassling from me) organise a delivery driver to come and pick it up, this took another 10 days ish. That was on the 27th Feb. The driver came the day before (luckily I was in). The whole experience has been a complete nightmare from start to finish. I have finally got my money back (minus £3, which I will be taking up with them) today. Almost 6-8 weeks since the original order. If I could give them minus stars I would.”
