“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.”
“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.”
