“This is a HORRENDOUS company with awful customer service. All of the agents use automated replies because they can't think for themselves. If you receive damaged goods, they try to hold back refunding you for it, or, they don't refund you at all. They use the worst delivery company going who also have something in common with Debenhams; they don't care about their customers.”
“Purchased the Neo double 10cm memory mattress topper, first order got lost in transit and the reorder came from Neo direct. Nothing like the photo and definitely not memory foam, just like a very thick duvet. And you can get it cheaper from amazon with free shipping.”
“Terrible company and awful customer services. They send loads of messages when you want to return something offer silly amounts to refund rather than the full price.
I could of returned in the time they send messages.
Avoid”
“Do not buy from Debenhams you think you're buying from a branded company it's just a company that's bought the name I bought a mobile phone totally dead I have tried every way possible all I guess the same taxes back asking me for photographs of what's wrong with the phone when it's completely dead how'd you do it but customer service is completely useless they keep asking the same questions and say they get back to you in three days and in one time they even tried to sell me a year's prescription with a technical company to fix my dead phone do not be warned by from this company”
“Do not buy from Debenhams you think you're buying from a branded company it's just a company that's bought the name I bought a mobile phone totally dead I have tried every way possible all I guess the same taxes back asking me for photographs of what's wrong with the phone when it's completely dead how'd you do it but customer service is completely useless they keep asking the same questions and say they get back to you in three days and in one time they even tried to sell me a year's prescription with a technical company to fix my dead phone do not be warned by from this company”
“I had a really stressful experience sending some shoes back I had purchased online using my Debenhams credit card. I was having to try to sort it out via email whilst on holiday. There is no option to speak to anyone and it took a while for the refund to be sorted . It was such a difficult and time consuming experience I would not be confident ordering anything again which may not be suitable and therefore have to return”
“Paid for expedited delivery. Parcel was not even attempted to be delivered until days past the promised arrival date, and then said it had been delivered when it happens. Customer service refunded postage but sent me round in circles when trying to locate my parcel. They were also only contactable via Instagram, which was very frustrating.”
“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.”
