“Awful customer service. Ordered item on 28/6, paid express delivery for next day / express. STILL not here. Had a text message saying it was being delivered yesterday, took a day off work to receive the item as it was a cooker hob. Did not arrive and later found out it had not even arrived at the depot. Refusing currently to refund the item and give money back for items not received. Have raised a complaint. Unable to call and speak to anyone - Debenhams taking your money but not fulfilling the goods or contact on their side. Absolutely outrageous”
“Despite multiple requests to Debenhams via their website and to their 3 rd party supplier I am unable to get a return slip for 2 lights that I have ordered. The online system tells me to email the 3rd party supplier but they are just not sending me a returns advice note to attach to return the item. I have contacted Debenhams but they are also not responding, worst service I have ever received from a retailer, if anyone from Debenhams bothers reading this please check out order number DUX041668873 and contact me !!!!”
“Assured refund was on its way 16 days ago despite numerous WhatsApp messages and emails to customer services and being given the same response still no refund - never again will I use Debenhams.com - shambolic to say the least when other online providers can issue a refund within 5 days”
“The service is attrocious. Kept the brand name but kept the poor service from Bohoo. Atleast with Bohoo you know they’re not high end. They really should rebrand after new ownership rather than ruining the reputation of the previous owners! Only communication is chat, emails are ignored and they take days to respond!”
“Order placed on 04/04/2025
Order Delivered 9th and 10th April
Order returned via Royal Mail tracked returns 2 parcels on 22nd April. Still no refund and it’s 11th June!
Despite numerous attempts to contact customer services via email and WhatsApp the refund is still outstanding. I have provided proof of return postage several times and just go round in circles with the messages to customer services. They repeatedly ask for the order number, email address and proof of return. One email suggested a refund has been processed but I am getting to see this!
There is no way to contact customer services via phone and the emails and the WhatsApp responses are automated responses that are completely useless.
Shocking customer service possibly the worst I have experienced. I will not be purchasing anything from Debenhams again.
Such a shame as I always seem to recall Debenhams being a decent brand.”
“Fabulous bathroom cabinet whilst the price may be very cheap it looks classy and not cheap. It is easy to put together and for its price and looks it has to gain a 5 star review. Delivery was also quick.”
“Still not refunded for the items I never received! No replies to emails and WhatsApp and messenger there’s no point. Ai replies back with the same things and when an actual advisor replies it’s short and useless, telling me exactly what the ai said.
I’ve already requested a charge back, they said it’ll be in the account within 19 days!!! I never even received the item so it was not even classed as a return!”
“Returning goods is a joke - really poor service and still don't have my money back for goods returned in May. What went wrong with Debenhams - one time great store with quality goods, friendly staff and a great reputation!”
“Debenhams service is appalling. I have been waiting for 16 days for a refund for an item returned to them the day after delivery. Returned in perfect/wrapped condition and accepted by them on 4th June. They constantly have an AI assistant who tells you to stop emailing, they have now fobbed me off again telling me that customer service will process this but there will be a delay !!!!
Also a pair of shoes that has been worn twice have now broken, they have said I can have a 25% refund. What the hell - so sell shoddy goods and keep most of the customers money - Debenhams used to be a firm favourite in the high street . Sadly they are now so terrible on line , they refuse to help you with a real person, there is no contact number, but hey as long as they can rip the customer off I’m sure they sleep well at night . WOULD TELL EVERYONE AVOID THIS COMPANY AT ALL CISTS”
“The delivery was quick that was the only positive thing.
One of the garments had a torn sleeve and the others were not a good fit
Returned the items. It took nearly 4 weeks to process the refund and I had to chase it
I m still to receive the funds back.
Won't be buying there any time soon.”
“Absolutely awful customer service. All responses were scripted and generic, with absolutely no details on the status of my refund which has been outstanding for a month. The ‘View and Track’ function on the website doesn’t give real time updates either, with my order not even showing as have been delivered yet alone returned. Will avoid buying anything in the future as the return process is awful.”
“Ordered 2 dresses,in different sizes,on separated days.Decided to return both.I have the 2 separate tracking numbers,screenshot of confirmation from the courier that they have been returned,but still no refund.Email sent to them every day now and still no reply or refund.Wsh I had read the reviews on them before I ordered online.Im down nearly £80.Better service from shein.Will not use or buy from them ever again.”
“I made an order from Debenhams but ended up being from a company called mh star (which I have now looked into and they only have a Google star rating of 2h). Since this was one of Debenhams recommend seller I thought this transaction would be ok. It has been quite the opposite. I do not understand why Debenhams would promote company that clearly doesn’t provide a good customer service. The item I ordered looked nothing like the photo so when I tried to return it I had to get in contact with my star who set a collection days for Tuesday. I then waited all day for this collection only to find out their courier had gone for the wrong address.
I am not expected to take another day of holiday to wait in for them to collect my parcel. When I tried contacting Debenhams I spoke to Ivan who was no help what so ever and I was in the same situation as I was before talking to him.”
“One star is too much, very poor customer service, ok when you order something but god help you if you have any problems with your order! Waiting for a response from emails, you have no chance. Will never order from them again, they will not last long if they treat customers this way!”
“I am extremely disappointed with Debenhams. I placed an order worth £2,500 on 4th April, and as of 5th June, I have not received a refund or even a proper response.
The items arrived with missing pieces, and trying to contact customer service has been a nightmare. Emails go unanswered, and there is no one to speak to directly. It feels like they are completely ignoring their customers.
This is absolutely unacceptable for any business, let alone one with such a well-known name. I trusted Debenhams, and now I feel completely let down and out of pocket.
I strongly advise others to think twice before ordering anything from Debenhams online.”
“Constant lies about delivery dates. Eventually admitted my item was lost. Another wait for them to ‘confirm this’ before they can issue a refund and no timescales on how long this will take. Basically we have your £350, you’re not getting what you ordered and we’ll pay you back when we feel like it. Never ordering from them again!”
