“I would have rated Wallis as zero stars if that was an option. Just had the most appalling Service from Wallis and this has happened time and time again in the past. Won’t go into the details of what went wrong this time but the main problem was trying to get my missing delivery sorted out. Paid hundreds of pounds and did not receive my goods. The main problem was there was absolutely no human being to contact. All I got time and time again was a ‘virtual assistant’. I Basically spent three days and about 90 messages dealing with a chatbot. I kept requesting that I be put through to a human being in customer services because the chatbot just kept repeating the same thing over and over without fully understanding my problem. Wallis, take your money quickly enough but if something goes wrong, they leave it to.AI /chat bots to try and sort things out, but that is completely ineffective. As I said earlier this has happened many times before with Wallis and Debenhams so whilst I do like Wallis clothes very much this really is the nail in the coffin for me and and I won’t be ever be ordering from them again.”
“NEVER shop with company - they sent me the wrong item & then asked me to pay for return postage - the item was delivered back to them on the 14th Sept & yet the still keep telling me to wait for my refund! = NONE of this was my doing They sent the wrong item & will now not refund my money!
DO NOT PURCHASE FROM THIS COMPANY - no wonder the actual stores closed down!”
“Please do not order from Debenhams. When returning my items I had to send them 3 different way depending on the brand of the dress, also now they are denying receiving my items. They have also refunded and mark received for a dress that is currently hung in my wardrobe. Communication is appalling, 23 emails sent so far with multiple people replying asking the same question. No one will escalate the problem, and I’ll be the one paying for dresses that I no longer have. SAVE YOUR MONEY and shop somewhere else.”
“i ordered a camel leopard print cardigan and actually received a black and white leopard print cardigan i dont mind because i actually like it and i have heard how bad your returns system is it is quite laughable because i think camel colour is no where near black and white therefore i will never be ordering off you again as there was no explanation why i received a different colour from the one ordered”
“I needed to return my order which was faulty when received , it was from another supplier Homesense and i emailed but got no reply so returned the order to the address given on a card supplied with the order - iqueries the post code but again no reply so sent the return - i am now in a chain of messages going round in circles for weeks saying goods not receive and post code was incorrect and obviously no refund. i will never buy from debenhams website again”
“Extremely poor handling of a misdirected return
My original Debenhams clothing order arrived without any problems. However, my experience with their returns operation and customer service has been extremely disappointing.
At the same time, I had items to return to both Debenhams and Mainline Menswear. Before going on holiday, I packed the parcels and left them ready for my son to post using the supplied returns labels. Unfortunately, the two parcels were accidentally sent to the wrong retailers: Mainline received the Debenhams items, while Debenhams received a pair of Ralph Lauren shorts intended for Mainline.
Mainline Menswear quickly identified that the items were not part of its stock, contacted me while I was away, explained what had happened and arranged for the parcel to be returned to me. Its response was efficient and professional.
The response from Debenhams could not have been more different. The parcel was sent around 24 July, and after five or six contacts I am still waiting for the Ralph Lauren shorts to be located and returned. Customer service has repeatedly said that it has contacted the distribution centre and asked me to wait another two days. Each time, no meaningful update follows. I have now been told that the warehouse has received a large influx of parcels and that mine may be lost somewhere inside.
I accept that sending the parcels to the wrong retailers was an honest mistake at our end. However, the package was delivered through Debenhams’ returns system, and its contents should have been identified as items that did not belong to the Debenhams return. Mainline managed to recognise and resolve exactly the same problem promptly; Debenhams has apparently been unable to do so for weeks.
Having worked with a number of warehouses, I find it alarming that Debenhams seems unable to trace what was received, when it was scanned, where it was sent within the warehouse or who handled it. Proper warehouse controls should provide a clear audit trail for incoming parcels and help prevent stock or customers’ property from simply becoming unaccounted for.
I cannot say what has happened to the shorts, but their prolonged disappearance and the distribution centre’s repeated failure to respond raise serious concerns about Debenhams’ warehouse controls and the security of items entering its returns operation.
It is particularly disappointing to see a business trading under the Debenhams name—which was once associated with a respected and dependable retailer—providing this level of service. I am still waiting for either the return of my property or a satisfactory explanation of what happened to it.”
“Terrible service, can’t contact anyone Costomer service is a joke practically none existence . Return 2 items only refund one I’ve seen other Costomer”s say the same . About 20 emails Back & forth & then they block you. End of save your money …”
“I ordered trousers and a blazer last October , I returned them in October I eventually got a credit note for the trousers, I have emailed them every month since about the refund fir the blazer speaking with someone different every time only to be told now that because it’s over 28 days I will not get the refund, they have been taken over by boohoo apparently. Never again will I spend my money with debenhams and I’ve spent a lot over the years, disgusted.”
“I spend a considerable amount of money at Debenhams but not any more. They automatically add the Seel delivery protection which if you fail to deselect this it costs just under £10. This happened to me; I complained and they refused to refund me; very poor and I will buy nothing else from Debenhams”
“I ordered a few clothing items and shoes, all ill fitting and poor quality.
I go to their returns portal which doesnt allow me to return all the items I wish to.
I contact them via fb messenger to get help, a new "person" replies each time, taking around an hour and eventually tell me I need to use a separate link to return the shoes.
So I follow the link and return the shoes.
I manage to return one item via their portal, leaving 3x items all from the same merchant that I need to return.
I go back to them on messenger and tell them as above, and a new "person" says he's cancelled my return requests so thay I can request them all at once...
This is beyond frustrating, the most appalling customer service I have ever encountered.
Avoid this company, it's not the Debenhams we once knew, awful quality and even worse systems and service.”
“I wish I could give 0 zero stars. They sent the wrong item and chasing a refund has been a nightmare. Atrocious customer service and they are scamming customers by not issuing FULL refunds for faulty items.”
“Debenhams is currently selling official Pokémon TCG Booster Packs at approximately four times the normal retail price. The exact same stock is available in local shops for the proper RRP.I contacted them about this clear price gouging and was simply told they cannot do anything about it. As a well-known member of the Pokémon community, I find this completely unacceptable. I am reporting the matter to The Pokémon Company as it appears to breach their retailer policies.Our local Pokémon community will be boycotting Debenhams for these products while they continue to charge these inflated prices. Extremely disappointing from a major retailer.”
“Very disappointing experience – I would not recommend Debenhams
I am extremely disappointed with my recent experience shopping with Debenhams.
I purchased an Estée Lauder foundation on 27 June 2026, which was supposed to be delivered by 5 July 2026. The order never arrived. I contacted both Debenhams and Evri several times to try to resolve the issue, but unfortunately I was passed between both companies and eventually both stopped responding.
As a customer, I find it unacceptable that I had to spend so much time chasing an order that I had already paid for, with no proper communication, no solution and no support from Debenhams.
In the end, I had to contact my bank to get my money back because Debenhams failed to resolve the situation.
I would strongly recommend that people think twice before shopping with Debenhams. A company’s customer service is most important when something goes wrong, and unfortunately my experience has shown that Debenhams does not take responsibility or look after its customers.
I will not be shopping with Debenhams again and I will be cancelling my account.”
“i returned a dress and have still not had my refund. I checked with the post office and they confirmed the dress had been returned. I wrote to there head office and have not had a reply to my letter. I would not advise anyone to order from this company. After all they managed to take my payment but when it comes to receiving money back they just ignore any communication. I also think it is ridiculous that they dont have a telephone number”
“I strongly advise against ordering from Debenhams, particularly dresses from Love Lace Ltd.
They allow customers to place orders for items that are not actually in stock, causing unnecessary delays with no proper communication. This is highly misleading.
Delivery dates are also unreliable. My order did not arrive on time, leaving me without a dress for an important wedding. For occasionwear, this is completely unacceptable.
Customer service was equally disappointing. When I tried to arrange a return due to these issues, my emails were ignored and no real assistance was provided. It felt like they were avoiding the problem rather than resolving it.
Overall, a very frustrating experience. Poor stock control, missed delivery promises, and unresponsive support. I would not recommend!!!”
“Very disappointing experience with Debenhams Marketplace.
When I placed my order, the expected delivery date was shown as 6 July. After the order was dispatched, I was then told that delivery could take until 18 July because it was a marketplace item.
This was not made clear when I placed the order. I explained that I would not be at home the following week and asked for the order to be cancelled if it could not be delivered this week. Debenhams refused to cancel it and simply told me to wait for delivery and return it afterwards.
This is extremely inconvenient and poor customer service. Customers should be clearly informed of the real delivery timeframe before payment, not after dispatch.
I am very unhappy with how this has been handled and will not be using Debenhams again.”
