“Oh dear, I used to love Debenhams but after buying something online and returning it I am unable to get a refund. You cannot phone and if you use the chat online is automated. I returned an item and policy states up to 14 days for a refund once item is received back. It has now been 20 days and no refund. I messaged the chat but get an automated reply to say my refund is being processed, thank you for my patience. No matter what you ask after that you just get an automated message saying thank you for your patience. I would say that unless you know you are going to buy something that you will not want to return then don't buy it.”
“I spoke on Facebook about this, but was refused any form of answer, despite me asking 5 times.
A few years ago, maybe even still, Debenhams policy was that anyone can use men or women’s changing rooms, whichever they felt comfortable in and regardless of gender identity, as the extreme risk to women and young girls. Imagine being a parent of a young girl and sending her to a changing room knowing that, literally, a full grown man could have decided to use it.
What is your policy? Do you still prompt this? Was this a good idea?”
“Ordered a mirror but and forgot to pay for express shipping. Contacted Debenhams and was told this couldn't be updated so I made another order and paid for express devliery.
Instead of two mirrors being delivered, I had two dog cages delivered. I asked for a refund and for them to be collected, and now I have had a mirror delivered and nothing collected.
Customer support is absolutely shocking and this company have absolutely ruined the reputation of Debenhams.
My problem is still not resolved as it takes hours, if not days for a response and they usually don't understand what they're being asked to do.”
“This is my second review and the issue is still unsolved.
I ordered a sofa that does not match the description, I ordered the carnaby U shape sofa in cream with black feet - a champagne coloured sofa with silver feet arrived.
The sofa is damaged on every part, I reported this on the 27th of march and requested a refund. The company told me they could sort a replacement, when I heard nothing about that I again requested a refund. I have spoken to consumer services, trading standards, my bank and resolver. I was told a courier was collecting the sofa on 15/04/2025 between 0800 and 1700. Due to the appalling customer service previously, I have contacted the courier who have never had a booking of the sofa to be collected and can request a collection if there is someone in the area. There is no solution otherwise.
I have tried to get back in contact with Debenhams - which will be no surprise to anyone, but they do not respond. The company they outsource to is Zaye Living, the number on their website goes to a taxi company and they are based in dewsbury so unfortunately not close enough to visit in person. Debenhams will not provide me with their contact details but I have to wait 2 days for a response and there is never a solution.
I would avoid this company at all costs, they will steal your money and lie to you continuously to cover up their incompetence. I am now considering small claims court to get my large sum of money back that they have taken.”
“I have been contacting Debenhams customer service via email for non delivery of item by Evri. Apparently they could not refund or replace gor two weeks while they looked into it date being April 12th.
I contacted Debenhams on April 12th and have just received a reply stating they cannot find details of my order and asking me to provide
Of course Debenhams have details as this email follows on from all the others I have sent.
Shambolic and a fob off.”
“My order was never delivered. Tracking showed this too. I contacted Debenhams for a refund weeks ago but just keep getting fobbed on on WhatsApp messages. No contact phone number. Avoid. Did anyone actually get their money back? I'm still waiting fir a refund!”
“Ordered outdoor furniture and table arrived broken. Contacting Debenhams is a nightmare only what's app which they don't answer and email nothing either. With no phone contact they just ignore customers but happy to take your money”
“Ordered suitcases for holiday 2 weeks before departure on a two day delivery time. The order has failed to arrive now a few days before we go - Amazon to the rescue. Debenhams WhatsApp customer service is absolutely shocking sending auto generated messages constantly telling me "wait until this day", "wait another day". They're not processing my refund for an order I have never had despite constant requests in the last 3-4 days for a refund for an item they know I haven't received. Absolutely shocking service, do not buy anything from this terrible company and stick with what you know.”
“I ordered a dress, nothing like the quality I was expecting. Absolutely no labels attached. No manufacturer label. Knock off from China by the look of it. Just sent an email saying I expect to have a refund or I will take the above information to trading standards”
“Took payment for an item that never arrived and kept insisting it was on the way despite tracking showing it had never been dispatched. Promised arrival by 9pm on a date that came & went without delivery. THEN they claimed item out of stock and would be refunded. Claimed to have issued refund for item without cost of delivery, then separately claimed delivery refunded as well. Still waiting for anything.”
“Returned an expensive dress. Have spent nearly 4 weeks proving my return and chasing a refund. Customer services, or lack there of I’d only available through social media chat. They take hours to respond and continually just keep repeating a computer generated response. Will never order from them again.”
“Do not be fooled by the brand name "Debenhams". This website is just a list of traders using it. Cotten group sold me a duvet, not happy with the quality I returned said item having paid the required postage. Some 6 weeks later and several emails later and I am still waiting for my refund. Looks as though I will have to try small claims court. Buyer beware.”
“If I had read these reviews I woud never have ordered from Debenhams.
- Utterly useless customer service on Messenger only
- produce arrived too late for my Partner's birthday, having spent extra for fast delivery
- apparently refund will take will take 19 days to process - what?!!!
- I'm contacting my credit card company after 19 days if nothing comes through, which appears to be a common issue.”
“I’m not surprised your London store shut down for good.
Selling low-quality products and delaying refunds seems to be your standard practice. When my order arrived, the box was already opened, and despite returning the items over a month ago, I still haven’t received my money back—and no one is being held accountable.
Save yourself the trouble and avoid shopping here.”
“I ordered a lamp on the 12 th February .Ans had to message Debenhams on the 4 th march to asked were it was ..said it has been lost in transit .and processed a refund .and am still waiting for the amount of 107 pounds to be refunded ..all they do is give me a date to say when it will be .then nothing just basically being fobbed off. There an absolute joke ..”
“Absolutely shocking customer services, item was not upto standard so I returned it, refund was authorised by 3rd party on the 28/2/25 and I'm still waiting for the refund to be put back into my account from Debenhams, messaged Debenhams numerous times only to keep being fobbed off with dates for a refund, 14 days then 4 days after the 14 days etc. Complete waste of time , this has been so stressful trying to get my own money back off Debenhams. Avoid avoid avoid at all costs, it's simply not worth the hassle and stress of dealing with these people.”
“Recently brought an office chair online, chair was pretty poor quality so I tried to return it. Contacted customer services - constant roundabout of excuses for a few wks so I emailed the CEO directly got offered £10 off code ( to be used on next purchase at Debenhams!!) and was cc’d into someone in their ‘escalations’team again going round in circles with excuses about the company only coming to pick the chair up if completely dismantled which is impossible once the stem is clicked into the base! Tried to fob me off with a QR code and YouTube channel that had instructions that didn’t work. Utter garbage I really expected much more from Debenhams”
“Absolutely Shocking, wasted half my morning, trying to return Clarks shoes to online Debenhams order. Same shoes size 6 fitted me in Clarks shoe store, ordered from Debenhams, identical shoes to big???
The https etc etc doesn’t work not recognised.
The portal doesn’t recognise my email or order No. No direct contact other than email etc. Although due to high volume contacts told to wait another 48hrs for response. Worst online system ever!”
“Horrible experience from beginning to end.
The item I received looked nothing like the advertised photos - it was a completely different colour and falsely represented in the listing. Trying to return it was a nightmare, as I had to deal with extremely poor customer service through live chat, the only available option. Every deadline they set was ignored, and I had to repeat my issue nearly every day for three months because no one seemed to keep track of the case.
To make things worse, they only allowed drop-offs and refused to offer a collection service, despite this being a large piece of furniture that I had no way of transporting. They showed no regard for the hassle they caused or for misleading me about the product, and they never once apologised. The live chat agents were unprofessional, often rude, and so careless that they didn’t even form proper sentences. Many times, they left me waiting while they "checked" something, only to disappear without a response.
This entire experience was beyond frustrating, and I wouldn’t recommend shopping here to anyone.”
“Rug collected by carrier, and receipt given on 25January.
Yesterday I contacted Debenhams asking why no refund.
They said they needed a copy of my returns receipt.
If I had not contacted them I assume no refund would be given
What a terrible Company.
My first only time ordering from them.
They have ruined the reputation of a once great organisation”
