“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”
“Damaged and missing items but no response from the store
I have order a blush palette and Kurt Geiger Handbag. They send me broken pallet and a bag of used wipes pack inside the parcels instead of KG handbag. Tried to contact 100 times but no answer and reply.
I m disappointed and frustrated”
“Hi First of all it is so difficult to get in touch with their customer service. I am waiting for my refunds nearly a month now. They have already received the Items, it says on return portal. But I still haven’t received the refund. Also no confirmation of the return item received.”
“I have sent 3 e-mails to Debenhams customer services. Got the usual reply of there being an influx and could take 7-10 days to reply. Still waiting. I sent a couple of dresses back to them which have been received and signed for. Still waiting for refunds on both items. Shocking service. Why is there no phone number to contact them? Certainly won't be buying from them again.”
“I am at my wits end with Debenhams. I always loved the store and spent a lot of money a year with them, but no more. I cannot get hold of anyone. Tried whatsapp, e mail three times and completely ignored. They charged me an extra £7.99 for payment protection which I took off my order. They still charged me for it. Be careful of this as its put on automatically. I am chasing a refund but nothing. I am now in the process of trying to return the whole order but when I tried to do this today after receiving it I am told online it has not been delivered. I have again e mailed them but expect no help or answer. I will never use Debenhams again. I found Freemans do the make I like so will try them next time and hope the experience is a lot better. Beware do not order at Debenhams ever! You have been warned.”
“Debenhams are scammers. Never buy anything from Debenhams. Their website clearly states that you have 28 days to return items, but in reality, they don’t accept any returns for cosmetics or beauty products, even if they are still sealed in the original packaging. There’s no option to cancel your purchase once it’s made. The worst company ever.”
“I am extremely disappointed with Debenhams and feel compelled to warn other customers. I purchased a product from their website specifically because it stated it was eligible for return. However, when I tried to return the item – simply because the colour did not match what was shown online - I was suddenly told it was non-returnable. This completely contradicts the information they provided at the time of purchase.
Their website is misleading and deceptive, and their customer service department has been nothing but unhelpful and dismissive. They offered no solution, no explanation and took zero accountability for the incorrect information on their site.
As a result, I reported the issue to the Advertising Standards Agency, which has now investigated and confirmed that the Debenhams website is misleading. They are currently in contact with Debenhams about this.
I would never have expected this level of dishonesty from a supposedly reputable retailer. Debenhams is not the trustworthy brand it once was. Shop with caution – if something goes wrong, don’t expect fair treatment.
Buyer beware!”
“I ordered a mattress 3 weeks ago and they have lost it. They have not refunded me either. All I do is talk to a robot that send me the same message. Have asked for refund for several days and no reply just ignoring me. Although it’s a robot anyway. Will never order from them again and friends are also saying the same as they are all having same issues. Will go to John Lewis fr now in. Never any problems with them
I would think twice before ordering anything fr Debenhams, you may get lucky but not me”
“I purchased a grey suit jacket back at the beginning of August. Received it by 9th and sent it back on 13th August. The return made it back to its destination within 3 working days but I have not received a refund even a month after that. I reached out to customer services who advised me to go to BooHoo and contact them for this purchase. After doing so, BooHoo told me that I need to follow back up with Debenhams as the transaction was with them. After reaching out again and waiting for more than several days- 4 business days to be exact - they did not even reply. I resorted to reaching out to my bank who raised a complaint on my behalf and was able to reverse the charges - 2 months after the initial transaction. All I can say is do not waste your time with this company- their services and products are not worth it.”
“If I could do minus * then I would. I would never use Debenhams on line shopping again. Such a shame as Debenhams was such a lovely store to visit. Good quality. The refund process is absolutely rubbish. Now waiting two weeks and still not acknowledged by their AI or customer service. Their AI is just awful. Repeating the same question time and time again. AVOID!”
“This is the worst company I’ve ever dealt with in my entire life!!!! The products I purchased were just fit for the bin, The customer service is non existent . I only wish I had read reviews before I purchased”
“I ordered an LED light fitting for over £100. After little more than a year, it stopped working. And electrician confirmed that the issue is with the light fitting itself.
Debenhams say that after 6 months, there is nothing they can do as the warranty has expired.
The law (Section 9 of the Consumer Rights Act 2015) requires items to be of satisfactory quality, especially as it pertains to durability. There is no way satisfactory durability for an expensive light fitting is 16 months, let alone 6 months!
Debenhams are refusing a refund or replacement, despite the legal requirement to do so.”
“Ordered an aftershave next day delivery and lost in post, fair enough it happens, but when I contacted them I got told 2 weeks wait before dealing with. I slept on it and thought I'd reachout again and rather than answer the question I had, I got new 2 weeks wait email, why? Because it was an AI response. I then left it a week and decided to complain, and when I eventually got a response it simply said wait 2 weeks...why, because it was an AI response. I then waited the stipulated time and got zero response, I left it a further few days and complained again and said thought I deserved compensation, nothing silly or over the top a perfectly reasonable request. It took 3 days to respond and I was then asked If I wanted a refund or item resent. They totally ignored my request, no acknowledgement of complaints and I ALREADY SAID RESEND!!!!!! so no I'm having to wait yet again..... 3 weeks and counting. If you get your order great. But it's russian roulette, because if you don't they have THE WORST customer service ever. Bad bad bad.”
“Tried to return a pair of jeans. Logged on to returns would not accept my order number or Email address. Can't phone them, so i am left with a pair of unwanted jeans. Customer service, RUBBISH. Not even 1 star.”
“I ordered 3 dresses from Debenhams on 3rd September. They were unsuitable so I returned them via the Post Office and tracking showed they were delivered back to Debenhams on the 6th September. Debenhams sent an email to say they received the parcel on the 9th September !!! It is now the 18th of September and still no sign of my £100+ order. Next day efficient delivery on the way out, 12 days and counting waiting for my refund. No phone number to ring customer service ( if they have one? ) and several hoops to jump through to get in touch through Watsap. My advice to people buying from this company is make sure the items you are purchasing are exactly what you want as delivery is good but returns are disgraceful. I personally will shop elsewhere in the future. Also in the survey following this review questions such as how quickly did the company reply to my queries - they did`nt because it is impossible to contact the company !!!”
“My experience with this company has been a complete nightmare. I ordered a mirror a month ago, and it arrived shattered. I immediately reached out to request a replacement, but that's where the problems began.
Despite sending countless emails and messages through WhatsApp and Facebook, I have yet to receive a replacement or a refund. Customer service is nonexistent; my messages are either ignored completely or take days to get a vague response. There is no one to talk to directly, and the entire process has been a frustrating and fruitless waste of my time and money. This level of customer service is unacceptable, and I would strongly advise against ordering from them. I am extremely disappointed and feel I've lost my money with no recourse”
