“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!”
“Shocking company, totally unable to contact them. DO NOT ORDER FROM THEM, you have been warned. I am waiting for two refunds from them and am getting nowhere. Thank goodness I ordered through my Credit Card, at least I will eventually get my money back.”
“Returned a dress. They received the dress back on 8 may. The refund was processed on 13 may and 10 days later it's still 'working it's way through the system'. Customer service is non-existent: message them on WhatsApp and you just get AI generated messages. Email them and they don't reply. Avoid at all cost!”
“shouldn't even be giving 1 star for this review as Debenhams are a complete disgrace. I ordered two wedding dresses online and returned them both the next day as they were too long. It has took up two weeks to receive one of my refunds back and they apparently issued the other refund at the same time but it is still not in my account nearly a month later. Debenhams owe me £74.01 for a dress I don't own. I would advise people not to order from them as their return set up is shocking. I have been completely ripped off!”
“I purchased a wedding dress from Debenhams. When the dress arrived it unfortunately had several manufacturers flaws (multiple beads dropping off from unravelled stitches and a random coloured bead which did not match the rest of the dress). The dress fitted perfectly and I wanted this as my wedding dress. Unfortunately the dress had sold out on Debenhams website. I contacted customer services via Whatsapp to ask if any more were likely to come into stock - they took multiple days to reply and ignored my question and told me to return the dress.
I replied again, asking the same question and again multiple days later was told they couldn't tell me when or if the dress would return into stock.
A few days later I noticed that the dress had come back in stock. I noticed the price had gone up but didn't hesitate to purchase this as thought Debenhams would understand that I had to repurchase the dress at a higher price due to the flaws in the first dress.
I contacted customer services again asking if they could kindly refund the difference between the two dresses since the only reason I had to repurchase it was because of their manufacturing fault.
They basically told me that it was not their problem that the price had gone up and that they would not refund me the difference. I have been made to feel like it's my fault when all I wanted to do was purchase a dress for my wedding. I'm not sure why I should be the one paying more when it is not my fault that the first dress had multiple flaws.
I also paid for 2 day delivery and the dress did not arrive for 6 days. I will also have to pay for the delivery cost of returning the faulty dress, again something which is not my fault.
Customer services never replied to my email and I received rude and unhelpful sporadic replies on WhatsApp.
This is the worse customer service experience I have ever received. I would have expected more from a reputable (clearly no longer) large company.”
“Your customer service levels are horrendous, you basically don’t have any service levels!!! I would advise everyone not to use your on line ordering and if they do good luck with any returns!! Customer’s have to pay for postage on purchases and also pay a return fee on returns and on top of that you will be charged a £1.99 fee for returning!! (Returning charge)
Debenhams do not respond to emails or text messages.
Impossible to raise my concerns!”
“DO NOT BUY ANYTHING ONLINE FROM DEBENHAMS!
I ordered all black Dune wedged trainers and received sparkle white wedge trainers a child would wear!
I sent them back, and the customer service were awful.
I'm still waiting for a refund after 2 weeks of return and I've just been told their charging me £1.99 for the return, even though postage is free!
I was told I needed to take a picture as evidence the wrong item was sent!
I was also told I should have contacted them before I sent the item back. Well guess what I did!
All they needed to do was check the box before sending out and on return.
Not sure what time of scam is going on there but it's absolutely terrible!”
“Avoid Debenhams l, the structure isn't there. The return process is terrible and hard work, further more they charge you later on £1.99 for returns. The customer service and response time this terrible and unforgivable. Refunds take about 3 weeks to be actioned again another issue.”
“I ordered a garden sofa set on the 04.05 with express delivery within 2 days.After reading the reviews I realised I made mistake.The sofa was discounted so I was tempted to buy.I send massage on WhatsApp to ask when it will arrive and to my surprise I found out that my sofa will be delivered in parts from third party suppliers on different dates . It's 9pm 06.05 no part of the sofa has been delivered yet.I will be lucky if I will get all the parts by the end of this week!!I am worried it will not come at all!!”
“Absolute garbage company, they didn't have a clue they received my item back for a refund, I had to send screenshots from the couriers. They processed the refund way later and I still haven't received it. Their customer service is just disgusting, no reply on emails and on WhatsApp, after I managed to speak with an agent, they just give you different processing times, different lies from one agent to another. It's an absolute joke, do not waste your time buying from them.”
“Honestly the worst experience I've ever had in my life, I needed new sofas due to moving into a new property, I placed an order then got a notification saying it was cancelled. Turns out they can't deliver to my address, but let me place the order anyway. They've told me it'll take 2 1/2 weeks for a refund, I've had to order sofas from elsewhere now, I have a 2 month old I don't know where I'm getting the money to buy formula for now, and their customer service are entirely unbothered. It's hard enough as a single dad with a young baby, but this has left me struggling, happy to take your money knowing they can't fulfill your order but not so happy to give it back, ridiculous treatment, I have £80 left for the next 2 1/2 weeks to feed my daughter, I don't know what I'll be eating in the meantime, while Debenhams sit there with £1112 of my money they're not returning until they feel like it. I'm completely disgusted.”
“Absolutely terrible customer service impossible to speak with a person. I'm waiting for a £239 refund on an LED mask that never arrived. I will NEVER shop online with Debenhams again. Same people own Boohoo who are just as bad with their refunds and customer service too! Says it all!”
“Very Disappointing Experience
I returned a piece of jewellery I purchased through one of Debenhams’ third-party brands in early April. The brand confirmed receipt and approved the refund on 22nd April. However, the refund never arrived in my account.
After chasing it up, I was told I needed to contact Debenhams directly. I followed all the instructions on their website, only to receive vague, automated responses and no actual help.
It’s now been over two weeks since I returned the item and more than ten days since I was told I’d been refunded—still no money. Completely unacceptable service and a frustrating experience from what should be a trusted retailer.”
“I ordered a birthday gift for my son’s birthday on 26/03/25. Did not arrive. So sent them an email. I had to get a present from another company. We are now on the 1/05/25 still waiting for a refund. Twenty two emails sent to them absolutely appalling service. Do not buy from them.”
“I recently purchased a garden set for the bank holiday weekend and paid for the 48 hour delivery to ensure it was here on time. When it hadn’t arrived I used their WhatsApp contact (no phone customer service) and was told to wait until the 26th April for delivery which was 11 days after ordering. I then complained that they shouldn’t have offered the 48 hour delivery if they couldn’t fulfil the order. I asked to cancel and get a refund which was ‘processed’ as per their email on the 17th April. 9 days later I am still waiting for my refund only to be fobbed off that it is the system every time I contact customer service. The refund also doesn’t include the £4.99 delivery, which was the main cause for the complaint! Terrible company with 0 customer service, avoid!
Edit - that is the standard response I have had for the past 14 days, still no refund as of today! All WhatsApp messages are copied and pasted responses.”
