“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”
“I returned an item to Debenhams in October. They said my refund had been processed. It has not!
Like others, I've e mailed several times and they just ignore me. I will NEVER order anything again from them.”
“I purchased a pair of shoes from Debenhams which were too small so I returned them. I received a email notification on the 14/11 saying my refund was being processed but 15 days later I am still waiting for it. There is no customer service phone number 😳
So I contacted them via the online system to be told that the refund was in process. This will definitely put me off buying from Debenhams again. M&S refunds take a couple of days as do Next so why do Debenhams take so long- Buyers beware!”
“The product and after sales services at best deserves 0 Stars but unfortunately I have to award 1 star to write a review.
Ordered a very large travel suitcase from Debenhams as they were a respected local store we shopped at for years before shutting down and replaced by online.
Received item 19th Sept in good time so 1 star there, but the case liner was torn completely open warranting it absolutely useless.
Customer service contact was with a Carolina from Infinity Leather who issued me a label, so staying with the 1 star at the moment.
A return was immediately started and item shipped back, and at this stage there was a form of contact with someone called Fiona who became very repetitive with the forever ongoing promise of a refund and the last message was to confirm it had been sent and received by myself via PayPal on 14th Oct, but this was never received and have been dealing with PayPal recently to pursue claim.
Please please please heed this advice and use this information and all the other negative reviews on this site and Never ever order from this organisation, spend a little more if need be and save lots of grief and potential money loss.
I have almost accepted now that I will never see the £56 that is owed to me and lesson learnt.”
“Hi
I have purchased two items from the Debenhams website.
Order number
DUX039716672
One of the items Positano 1.7-litre kettle. After 6 months kettle is leaking from the handle. We are barely using it, maybe once every two days so in new condition. Very disappointed with the quality and the customer service ( not existent )”
“Ordered from Debenhams ? Pretty little thing item came NO ITEM NO OR RETURN LBEL COULDNT SIGN IN a WITH NO return NO it charged 35.00 on bank statement only half that price listed on line now soon as ordered ent down didn’t give any reduction AND wanting return cost. Of 10% DO NOT SHOP HERE”
“Shocking experience with this company.Bought a sliding mirrored wardrobe,when delivered only to discover one of the mirror on the door was cracked.Sent messages on whatsapp,email,messeger only responded first time asking for images and order number from there onwards no response.Its been a week now no response from them.Absolutely shocking”
“Absolutely appalling customer service (or should I say non existent?)
Ordered perfume which never got delivered. Ive emailed 6 times and WhatsApped 3. Just an automated response "Hey, we're unusually busy...bla bla bla"
They do not have a contact number (I wonder why?!)
I even paid an extra £5 for protected delivery - absolute joke!
They are not the reputable company they used to be.
Be warned”
“Bought an item on line. It didn't fit so I returned it using EVRI (as per returns label included). Over two weeks later no sign of any refund so I had to chase it up. Then realise I have been charged to return the item (this charge in addition to paying the return postage). Can't recommend buying online from Debenhams unfortunately.”
