“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”
“Do not order anything from Debenhams I have returned items but have waited over a month for a refund you can’t get hold of anyone to sort problems please avoid shopping at all costs you will just lose your money”
“Purchased top on DBZ. Very poor quality so returned. Very hard to get returns label from them, poor communication, have eventually returned item and have been waiting over 4 weeks for a refund. Would not use again”
“Want to return item bought but no return note in parcel, I requested QR code or label but was told DBZ and not Debenhams ?, I ordered through Debenhams?, sent a link that did not work, I have sent several emails and still no label or QR code, offered a discount just to keep it??, I want a refund, still waiting. Terrible customer service”
“I wouldnt even give one star, ordered dresses, all fine but getting my money back is Nightmare!!….they are sitting on our money obviously making a lot of interest!!…..please beware. I still haven’t had a refund and told could take another 3 weeks….ITS BONKERS!!”
“Bought a pair of shoes and returned them on 3 February. Was told the refund 'could take 3-5 weeks!!! Absolutely shocking banking practice and custom service. The money left my bank instantly and there is absolutely no reason they cannot complete the refund in a few days at most. Will never buy anything from this website again”
“Never order from these people as if you ever need a refund its a very long time to get im still waiting even after several assurances its been done, my latest wait time now is 8 days . lets see if it ever arrives back into my account”
“I am writing this to express my profound dissatisfaction with the handling of my recent order (DUX038273702) and the subsequent interactions with your customer service representatives. The series of events has been nothing short of frustrating and has severely impacted my trust in Debenhams as a reputable retailer.
Order and Delivery Issues:
• Order Placement and Delivery Expectation: I placed an order on February 24th, opting and paying for next-day delivery, which, according to your policy, guarantees delivery within two working days. This was crucial as I was expecting my elderly grandparents to visit and required the items urgently.
• Lack of Communication: Despite the urgency, I received no tracking information or updates regarding my order’s status. My proactive attempts to seek clarity were met with vague and unhelpful responses.
• Misleading Delivery Terms: At no point during the purchase process was it indicated that next-day delivery excludes concession items. This omission is misleading and has caused significant inconvenience.
Customer Service Experience:
• Unhelpful and Dismissive Responses: My interactions with customer service representatives, were unproductive. Their responses were not only unhelpful but also dismissive, with attempts to incorrectly redefine “working days” to absolve responsibility.
• Accusations of Dishonesty: In correspondence with the Group Escalations team, I was indirectly accused of misrepresenting the situation. Such insinuations are both unprofessional and unacceptable.
• Failure to Acknowledge Financial Impact: I incurred a loss of £500 due to taking a day off work to accommodate the expected delivery. The dismissive attitude towards this financial impact demonstrates a lack of empathy and responsibility.
Current Status:
• Order Not Dispatched: As per the latest information from Yodel’s tracking system, the parcel remains with the sender, indicating it hasn’t even been dispatched. This is a blatant violation of the promised delivery timeframe.
Demands:
1. Immediate Dispatch and Expedited Delivery: Ensure that my order is dispatched immediately and delivered without further delay.
2. Formal Apology: An acknowledgment of the mishandling of my order and the unprofessional behavior of your customer service team.
3. Compensation: A refund of the delivery charges and compensation for the financial loss incurred due to your service failures.
Failure to address these issues promptly will leave me with no choice but to escalate this matter through appropriate consumer rights channels and share my experience on public review platforms to inform potential customers of the challenges I have faced.
I trust that you will treat this complaint with the seriousness it warrants and look forward to your prompt response.”
