“Debenhams has always been my favourite store to shop at. They do offer a wide selection of products and speedy online delivery.
However, recently upon purchased a faulty packaged luxury beauty goods, they refused to provide a refund. They declined to refund due to the item being 'damaged', even though it was sold to me in that state, and has never been used or even opened.
The store manager, although aware of the Consumers Rights Act 2015, stated that 'packaging is not part of the product', therefore not protected under the Consumer Rights Act. This is incorrect and a wrongful interpretation of the law.
It is unfortunate that a major department store has failed to keep up its customer service standard.”
“Flaky metal coming off cutlery within a month.
Bought supposedly high quality and expensive cutlery. Within a month the copper layer was peeling off and metal flakes falling in my food. I contacted Debenhams and had to chase multiple times for any response. When they finally responded they offered me a piecemeal refund for only each piece which was peeling! But its a set!! They couldn't care less I was ingesting metal and refused to be more helpful or to refund me claiming my photos were fake could not be trusted, and I they would need to send the items for testing before considering a refund. Guess we should eat with our hands while they decided. Items not fit for purpose and customer service appalling!! Would never buy from them again.”
“My store experience today was one of the worse i have recieved As a regular shopper to Debenhams i knew returns could be taken to any till and so went to the first one I saw which to my surprise lady was rude and suggested i took the item up to lingerie and that the lingerie manager would discreet whether it would be okay when item was fault.I headed off upstairs and the bra lady wasn't sure why she send me there and sent me to another desk were a lovely lady began to assist me but then said it was her home time and left me with some other ladies in here team and other cashier staff.The lady doing the bra fitting tried here best to help out but moaned about it all the way through and how long it took to put the order through tablet within store for me.I spoke to one of the mangers on duty at time called Adam.He just apologised and said he would speak to the lady who wasn't helpful but I'm not happy with the service and won't be returning to store in future”
“Couple months back ordered clothing online to be collected instore, unfortunately being disabled I had suffered a fall and this left me in my Wheelchair, although know that there is all this gdpr, I had to rely on my 13yr old daughter to go pick the order up, rude staff and abusive staff to say in the Beverley store, one lady upstairs was rude and arrogant towards her, daughter phoned me to tell me, she went back in to the store and went to a downstairs counter, again same treatment they were rude arrogant and aggressive in the way they talked to her, which caused her to cry, they told her because she had no photo id drivers licence she could not collect the order, she tried explain to them I was disabled and stuck in my wheelchair they were still rude and aggressive. The store manageress is not much better, customer services is even worse, store manager blamed me for not getting daughter to mention to the staff I was wheelchair bound, she had told 3 or 4 members of staff and they said it did not matter.
she walked out that store in tears and heard another member of staff trying to stop her to talk to her, disgusting treatment they have not even given her a personal apology no incentive to go back nothing, manageress said its my fault for her not having photo id!. Where the hell do they get off treating a child like that. makes me ashamed to be disabled”
“In store: absolutely fine. However, the 'helpline' is absolutely and frustratingly useless. Total lack of knowledge, lack of ability to send emails, rudeness, repetitive mistakes with the same order, and a refusal to put me through to any manager. Awful.”
“Half order received with no problem. No updates on the other half of the order. Called the "customer service" team & was told the order was cancelled. When I asked why I was not informed, I was then told no it is not cancelled, they just don't know the status of the order. They said they would raise an enquiry which would take 72 hours. I asked for the order to be cancelled & was told it would still take 72 hours & then 5 days to refund. Asked to speak to a manager & was put on hold then the same representative returned & said the same thing. Asked for a manager again & was put on hold again. Then I was transferred to another customer service representative (not a manager) who told me I have to wait 72 hours to cancel the order then up to TEN days to receive a refund by gift card. No wonder the business is in trouble. They do not honour orders, keep customers updated or act in a proactive way at all! The delays just keep be added to.”
“Absolutely awful, avoid like the plague
If it were possible to give minus stars I would do so. I wouldn't purchase anything off Debenhams, they sell short life span rubbish, their on line customer care is awful. A piece of furniture, irrespective of how expensive, or how seldom used, purchased from them, is only warranted for 12 /24 months, then allegedly it is down to the manufacturer, which is totally incorrect, but try telling them facts. Awful company to deal with as far as customer care is concerned. It's a case of 'they take your money and run' and after 12 or 24 months the abrogate any responsibility and it's down to you. Avoid like the plague”
“If it were possible to give a minus star I would do so. I wouldn't purchase anything off Debenhams, their on line customer care is awful. A piece of furniture, irrespective of how expensive, purchased from them is only warranted for 12 months, then allegedly it is down to the manufacturer, which is totally incorrect, but try telling them facts. Awful company to deal as far as customer care is concerned. It's a case of 'they take your money and run' and after 1 year it's down to you. No wonder they are going to the wall.”
“They are going downhill. Where do I start its been poor customer service to false advertising. I have made several attempts to resolve my issue with them but no one seems to call you back. I received an email offer from debenhams which stated extra 20% off sale items but when actually placed the order no discount was applied. I have spent lots of time to try and talk to someone in customer service but Noone calls back.
I used to love shopping at debenhams but as they say you really find out how good customer service is when faced with a issue and how well staff deals with the issue. I would give debenhams zero for customer service.”
“Choice of meals amounts to 3 , sullen staff, serving chips with small tongues which took ages to put on plate fish looked like it had been standing hours . Noticed staff picking cups up with fingers inside cup before filling ! Had to ask for condiments as none in tray , chairs dusty dismal appearance overall on restaurant , did not get any butter with soup & roll as advertised . Better service in a greasy spoon”
“Debenhams seem to have changed their returns policy. Nowhere on the invoice does it tell you how to return free via Hermès just to take the parcel to a collection point. There is no Hermès returns label supplied only a post office. Not knowing any better I took my heavy parcel to the post office and was horrified to be charged £13.17. Very helpful girl on customer service who talked me through what to do for the future but no help at all from the complaints dept other than I should have know better. That’s after years of custom. Not good”
“I attempted to buy a jumper from them last week. Having placed the order and received a confirmation email giving a delivery date - it was not delivered. Tracking delivery failed to work at all. 4 days after the supposed delivery date I contacted Debehams customer service to ask why I hadn't received it. They responded by blaming me and claiming that it hadn't been delivered because the courier "did not had the required name and contact details" (the grammatical error is theirs) which is rubbish because I provided my name, address and email when ordering. They then went on to say: "We are unable to send a replacement for concession items. Concessions are other retailers which trade in our store, such as Oasis or Coast." and simply washed their hands of the order altogether. Don't bother ordering anything from Debehams: they couldn't care less.”
“Very slow at refunding items. I am still waiting for a refund of £156. Debenhams have sat on this money for over a month. It has not been credited, so my balance shows far more than I owe. This is not the first time I have had to chase them and query returns. Customer service can see the amount and I am told to wait for the next statement, which will be July! This practice seems dishonest. I will be cancelling my account and card.”
“After visiting your Hereford store to purchase a wedding outfit for my sons wedding , the staff in the phase eight department we
Where exceptionally good , in helping me to choose the right
Outfit , and once I had purchased it , they nicely packed it in tissue paper and placed it a bag and I was delighted with the costumer service . On returning home I decided that I would like a nice jacket to complete my new outfit, and has I live nearer to the Gloucester store I thought that I would pop in there to look for a jacket. I looked around the store with my husband and we found what I was looking for in the coast department. On taking it to the till to pay , we where asked by the cashier if we wanted it in a bag or not . Silly question to ask as this was a £100 jacket in white
Bad start to the transaction, then told by the cashier she would put it in a plastic bag as that was all they had and that coast
Haven't supplied bags for there cloths . I found this cashier to be very rude and unhelpful . Very very poor customer Service
Definitely won't be shopping in Gloucester store again .
Surely They need to see that customer service needs to be improved if these stores have any chance of staying open on are height streets .
Mrs L cooke coleford”
“COLOUR FRAUD!
I thought Debenhams was a good company to buy from but with my recent experience, DONT EVEN IF ITS FOR FREE! I waiting 9 weeks for my sofa to arrive, had to be with them on emails the whole time, delivery was a hustle itself but once i opened the package (after the delivery guys had left) I was extremely disappointed! Wish I could just give it back to them. I emailed Debenhams telling them about the colour and attached picture of my sofa what i looks like and the one from the website. They replied: 'images shown on our website are taken under bright studio lighting' Unbelievable!!! They are 'photo-shopping' furnitures now!! Disappointing! Disappointing!”
“I found myself out off pocket due to a genuine mistake, I found them pushy and got a barrage of emails all saying the same thing but from different operators, definitely will not recommend, very poor company”
“Manchester City Centre store horrible experience security watching right in front of you as browsing letting you know felt uncomfortable told manager on perfume section couldn’t care less attitude. Won’t be going back”
“I bought two dresses online on May 3. 1st dress was shipped on May 6 and 2nd dress was shipped on May 7. Both we being shipped to ROI. 1st dress was shipped with CAE and was in the Dublin depot since May 8. 2nd dress was shipped with myHermes and arrived in their sorting depot on May 7. Both dresses never arrived and I was promised a refund. I am waiting on this at the moment.
First person I dealt with on their customer service was very nice and helpful. Second person was very rude, I wrote in about the dresses as they had not arrived on the final day, I received a reply at 16.30 stating that as it as not yet 18:00 should wait to see if they arrived at 18:00 that day. Considering both tracking numbers I received from Debenhams stated the dresses were still in the depots and hadn't moved I found this reply utterly useless.”
“Went to Debenhams Cafe Birmingham, top floor, April 2019 on a Sunday afternoon.
They didn't have 3 things on the menu. Most of the trays were dirty, tea stained or spinach on them. They advised they had no salad with the baked potatoe, yet when it arrived there was salad. The air con was blowing a gale and that was after moving 3 times. The serviettes were actually paper towels from the toilets! Oh and the cashier was miserable and not helpful at all. It was not busy.
Don't think I'll be going there again.”
“If I could give no stars I would. Ordered online and received the complete wrong item. When I spoke to customer services not interested at all told me I had to go other to the store get a gift card then order again. Absolutely awful won’t be using again.”
