“I ordered an item on the 3rd November and selected Express Delivery as it is a gift which I need for the 8th November. Website is still showing In Progress on the 5th November. Attempted to make contact with Debenhams but no phone number so used Whatsapp. Allegedly someone would contact me but absolutely nothing as yet. What a shocking way to run a business and why have Express Delivery options if it means nothing. Shocking service and I will never buy anything from Debenhams again”
“Ordered some toiletries from debs on-line a month ago now and paid for delivery in 5-7 working days. Debs chose EVRI as their carrier and 3 weeks after my order EVRI have finally admitted they received, but have "lost", my parcel (which is likely to mean "theft"). Obviously Debs do nor provide a number for telephone support, and they provide limited support from their facebook page (messaging from bot filtering). All that I ever get from them are repetitive questions and bluster - not a rebate. I doubt that I will ever be reimbursed and I will have to write this off as theft by Debenhams! Shame, I worked for then many years ago and they had an excellent reputation then. To be avoided now though”
“I bought an item online on 15/9/2025 from Debenhams for £28. The item was returned on 19/09/2025 via Yodel of which I have proof. It is now 3/11/2025 and I am still waiting for my refund.
I have contacted Debenhams 3 times vis email!!!!”
“Appalling. Ordered a jacket. Supposed to be with me in 5-7 days. Nothing appeared and their website told me my order was "in progress"
Contacted them via Whatsapp. Got hold of their bot "kai" who informed me my order was on track to be delivered that very day but had not been dispatched yet.
And could i leave a Trustpilot review, mentioning his name?!!!
I told him he was a bot (on checking Trustpilot he seems to have fooled many!)
Then got told i was in a queue for customer service. 3 days later, i am still in that queue.
Got temporary refund from Paypal. If dispute finds in my favour, i keep the money.
As soon as i opened the dispute, i got sent an invalid tracking number saying Debenhams have dispatched my item. I don't believe a word of it.”
“Very very poor customer service. Awaiting a refund which they allegedly processed 3rd October. Still nothing, and no help from customer service. I'm going round in circles trying to find where to go next with this problem. I'll never deal with Debenhams ever again.”
“Title: Very poor service and no resolution to product fault
I bought an executive office chair from Debenhams in December 2024 for my son’s birthday. The right arm snapped off under normal use in August 2025. I contacted Debenhams immediately, sent photographs, and followed up several times, but have had no resolution or refund.
It’s disappointing because I chose Debenhams as a trusted retailer, yet they have passed my case between themselves and the third-party seller (Rattantree) with no outcome. The chair should have been replaced or refunded under consumer law, and I’ve had to chase them repeatedly.
Very poor after-sales service for what was meant to be a reliable purchase.
Date of experience: October 2025”
“Damaged and missing items but no response from the store
I have order a blush palette and Kurt Geiger Handbag. They send me broken pallet and a bag of used wipes pack inside the parcels instead of KG handbag. Tried to contact 100 times but no answer and reply.
I m disappointed and frustrated”
“Hi First of all it is so difficult to get in touch with their customer service. I am waiting for my refunds nearly a month now. They have already received the Items, it says on return portal. But I still haven’t received the refund. Also no confirmation of the return item received.”
“I have sent 3 e-mails to Debenhams customer services. Got the usual reply of there being an influx and could take 7-10 days to reply. Still waiting. I sent a couple of dresses back to them which have been received and signed for. Still waiting for refunds on both items. Shocking service. Why is there no phone number to contact them? Certainly won't be buying from them again.”
“I am at my wits end with Debenhams. I always loved the store and spent a lot of money a year with them, but no more. I cannot get hold of anyone. Tried whatsapp, e mail three times and completely ignored. They charged me an extra £7.99 for payment protection which I took off my order. They still charged me for it. Be careful of this as its put on automatically. I am chasing a refund but nothing. I am now in the process of trying to return the whole order but when I tried to do this today after receiving it I am told online it has not been delivered. I have again e mailed them but expect no help or answer. I will never use Debenhams again. I found Freemans do the make I like so will try them next time and hope the experience is a lot better. Beware do not order at Debenhams ever! You have been warned.”
“Debenhams are scammers. Never buy anything from Debenhams. Their website clearly states that you have 28 days to return items, but in reality, they don’t accept any returns for cosmetics or beauty products, even if they are still sealed in the original packaging. There’s no option to cancel your purchase once it’s made. The worst company ever.”
“I am extremely disappointed with Debenhams and feel compelled to warn other customers. I purchased a product from their website specifically because it stated it was eligible for return. However, when I tried to return the item – simply because the colour did not match what was shown online - I was suddenly told it was non-returnable. This completely contradicts the information they provided at the time of purchase.
Their website is misleading and deceptive, and their customer service department has been nothing but unhelpful and dismissive. They offered no solution, no explanation and took zero accountability for the incorrect information on their site.
As a result, I reported the issue to the Advertising Standards Agency, which has now investigated and confirmed that the Debenhams website is misleading. They are currently in contact with Debenhams about this.
I would never have expected this level of dishonesty from a supposedly reputable retailer. Debenhams is not the trustworthy brand it once was. Shop with caution – if something goes wrong, don’t expect fair treatment.
Buyer beware!”
“I ordered a mattress 3 weeks ago and they have lost it. They have not refunded me either. All I do is talk to a robot that send me the same message. Have asked for refund for several days and no reply just ignoring me. Although it’s a robot anyway. Will never order from them again and friends are also saying the same as they are all having same issues. Will go to John Lewis fr now in. Never any problems with them
I would think twice before ordering anything fr Debenhams, you may get lucky but not me”
“I purchased a grey suit jacket back at the beginning of August. Received it by 9th and sent it back on 13th August. The return made it back to its destination within 3 working days but I have not received a refund even a month after that. I reached out to customer services who advised me to go to BooHoo and contact them for this purchase. After doing so, BooHoo told me that I need to follow back up with Debenhams as the transaction was with them. After reaching out again and waiting for more than several days- 4 business days to be exact - they did not even reply. I resorted to reaching out to my bank who raised a complaint on my behalf and was able to reverse the charges - 2 months after the initial transaction. All I can say is do not waste your time with this company- their services and products are not worth it.”
“If I could do minus * then I would. I would never use Debenhams on line shopping again. Such a shame as Debenhams was such a lovely store to visit. Good quality. The refund process is absolutely rubbish. Now waiting two weeks and still not acknowledged by their AI or customer service. Their AI is just awful. Repeating the same question time and time again. AVOID!”
“This is the worst company I’ve ever dealt with in my entire life!!!! The products I purchased were just fit for the bin, The customer service is non existent . I only wish I had read reviews before I purchased”
“I ordered an LED light fitting for over £100. After little more than a year, it stopped working. And electrician confirmed that the issue is with the light fitting itself.
Debenhams say that after 6 months, there is nothing they can do as the warranty has expired.
The law (Section 9 of the Consumer Rights Act 2015) requires items to be of satisfactory quality, especially as it pertains to durability. There is no way satisfactory durability for an expensive light fitting is 16 months, let alone 6 months!
Debenhams are refusing a refund or replacement, despite the legal requirement to do so.”
