“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.”
“Sent for a dress on Debenhams website they sent completely wrong dress so I’ve sent it straight back the total with next day delivery was £29 but they are refunding £16 complete rip of it was there fault they sent wrong dress not ours will never order again anyone ordering on line just be careful complete rip off site”
“The absolute worst level of customer service . Its so bad its almost funny
Whoever runs this company needs to be aware you clearly are no good at this and should find another profession
Your customer service is by far the worst I have ever experienced and you should be ashamed you have allowed this to happen to a National Institiution”
“Very disappointed with the customer service and returns process. The garden furniture arrived faulty, with a bent metal support bar and missing screws and nuts, making it impossible to assemble or use.
I have been trying to resolve this for over a month, but communication has been repetitive and unhelpful, with the same information requested multiple times. A collection attempt also failed, and I am still waiting for a clear resolution.
I am left with four large boxes of unusable furniture taking up space in my home. Poor communication, poor service, and an unnecessarily frustrating experience.”
“Terrible experience. In my opinion, this website feels very misleading. The product I received was of extremely poor quality and nowhere near what I expected from the description and photos online.
The biggest issue was the return process. When I tried to return the item, customer service was unhelpful and I was unable to get proper assistance. It felt like they were making it unnecessarily difficult to return a product that I was unhappy with.
I would not recommend ordering from this website. Buyers should be very careful and thoroughly review the return policy before purchasing. Based on my experience, I will not be shopping here again.”
“I ordered a duvet set and when it came it was the wrong colour, so i returned it. Now 6 weeks later and many many emails, they paid me back minus the postage! I explained that they must refund the total amount but they refused. So be careful when ordering from them!”
