“Customer service is absolutely dreadful. Noone replies to WhatsApp or email messages. Not possible to contact on the phone. Avoid dealing with this company at all costs!!!!!”
“I have had a delivery (yesterday) and have some issues. I cannot get any response from your team members on whatsapp been trying for a day now and getting very frustrated.”
“Shocking, sent a return took 3 weeks to get my refund.
Then placed an order no order confirmation but money taken, can’t speak to anyone or get any response truly is disgraceful company. Needs shutting down”
“Avoid this company! They steal off customers, ignore any correspondence about an order that the customer may have and the customer service department needs a total revamp. The people there ignore messages and do not refund customers on orders that haven't arrived.”
“Worst company, worst customer service, an absolute disgrace! Would give zero stars if I could.
I ordered online, checked out and realised I had ordered double ( a glitch their end). I tried to immediately cancel the order but was Told I couldn't but could return the item. When I tried to return it, sealed I was told I couldn't return it for a refund, I went back and forth with so called customer services for 4 weeks seeing photos as requested but they have completely ignored me and I am unable to return for a refund. An absolute disgrace of a company. AVOID AT ALL COSTS”
“Never in my life I was so disappointed with Debenhams, they literally sold me used boots with multiple wearing marks, scratches, dirty inside and out, customer service extremely poor absolutely useless ignoring my emails doesn’t take responsibility. Shame on you, you are disgusting.”
“Made 2 orders in October . Returned most of the items . Had an email to say goods received and refund on the way.. nothing ! It's been a month now . Can't get hold of anyone. Email and what's app service is diabolical. Paypal are now involved. I will be going to small claims court if no refund received soon”
“A complete waste of time , have gone down the tubes , express delivery (2days ) a joke 8 days later and the item hasn’t even reached Royal Mail.
I WILL NOT BE TAKING OUT £14.99) ALL DELIVERIES NEXT YEAR will take my chance with other companies .”
“In my opinion customer service is terrible! Don't respond to vour email. they just ask me once to send the proof of return. I sent them the proof from royal mail but they didn't respond back, it's been 4 weeks and they didn't answer to my email and I didn't get the money back, but they received my dress!
My advice: read the reviews and avoid Debenhams!!!
I will never use Debenhams ever again!”
“The delivery was delayed, and despite multiple attempts to contact your support team via email, Messenger, and WhatsApp, I have received no response.
I am currently trying to return two of the three items, but the provided QR code is not functioning. Without support, I am unable to proceed with the return.
This experience has been extremely frustrating, and I am disappointed by the lack of communication and assistance. I will not be using Debenhams online shopping again and feel compelled to share this experience with others.”
“Sizing was inconsistent between Debenhams product and that of a brand partner. Debenhams do not take responsibility for returns to brand partners despite the payment being made to them. I will not be using Debenhams again.”
“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”
