“Once a great store
My wife was in Luton Mall store with me yesterday to buy an expensive Guess watch. Serving shop assistant had to call another one to help putting right time and date which they actually refused to service me on.
The one that came up was a female, dressed like she wanted to go to the night club, complete inappropriate and to me really disgusting. She was so rude and arrogant and always looking very angry at my wife that they had to set the date and time which they didn't know anything about. What a poor and horrible service. Go and get your staff some uniform and train them on customer service. It's not only Men your females have to serve.”
“Delivery did not happen wrong email info sent did not reply to my email if I did not chase would be no wiser what’s happened to parcel they have your money you wait a month to get it back although told me I’m lucky gettibgvit quicker as I had called no recognition of customer being put out at all so sad as company not doing well would normally want to support but how can you when they cannot meet customer needs? Shall stop using them now sadly”
“Purchased an iMac 27’ 5k Retina from Debenhams that developed major faults after 32 days ( 2 Days outside their refund policy). Reported it to Debenhams only to be told( quite rudely) they could do nothing and I needed to contact Apple for the iMac to be repaired.
I did contact Apple and they were brilliant. Apple basically told me that my iMac was certainly delivered faulty - an hairline crack on the inside of the screen and logic board damaged. Apple replaced everything and gave me free Apple Care for my troubles.
I discovered later that Debenhams electrical are supplied by a company called Buy it Direct ( Laptops Direct etc), this company is based locally to me and has a appalling reputation, I certainly wouldn’t have purchased my iMac from Debenhams if id have known this. I won’t be purchasing anything again from Debenhams again actually,lesson learnt.
If you can’t get the simple things right, like decent customer service its hardly surprising Debenhams is going down the pan.”
“I spent a fortune on a home delivery, I paid for 24 hour service,. Two days later I phoned to question where my order was, they refunded the 24 hour charge and said to contact them if I don't receive my items in three days. I still didn't receive my items so phoned again. They refunded my money and told me it be 5 days. 8 days still didn't receive my refund, phoned again I was told it was not processed and now it be another 5 days. Told the man I was not happy and I've been waiting for the money and spent a lot of money on calls. The man put me on hold for another ten minutes to be told I get a free 24 hour charge, disappointed, I was a loyal customer but I think I go to next instead now”
“Buy from them online and end up paying £15 a month to a complete saving 3rd party company!
How come you can risk your trust these days where everything is moving online?!
Will never buy online from Debenhams again.”
“Terrible. Bought some furniture online and one piece is defective. According to their technician there is no manufacturing fault, despite the two handles being around 1 cm misaligned. Now refusing to do anything more and wanting to charge me £75 to collect the furniture. Stay well away. It seems no surprise that the company is in deep financial difficulties. Perhaps this is what is driving the lack of action.”
“Purchased a leather two-seated sofa bed. Had it for four years and the leather basically began to fall apart despite it hardly being used at all. Contacted Debenhams and was told nothing they could do about it. Really poor customer service. They are quick to take your money for shoddy goods.”
“Ordered fabric samples for a sofa at least 10 days ago and still waiting ....
No wonder Debenhams are struggling if this a typical customer response time.
Going elsewhere to buy a sofa now.”
“Absolutely Horrendous Behaviour by Staff -Swansea Debenhams 9.3.2019. Just witnessed a tall dark haired rude+uneducated female on the back wall beauty desk abuse a customer, who was obviously a senior citizen +disabled. This is not the first time I've observed this unfit Debenhams server to be rude!! This warrants instant dismissal but of course Debenhams prefer to brush these things under the carpet and that is why they have an ailing business because of their very poor, non-existent, even disgusting customer service and care. No wonder their business is going down the tubes if this is the type of people they employ this reflects on the Management by allowing such contentious culture to continue!! This is -0 stars for Debenhams. Disgraceful staff behaviour. Do something about these Unfit Staff members!!”
“Lack make up product in store all different brands out stock and then sale item price from £75 to 49.50 was not sold to.use as that member of was not given persmisson from company to authours is sale price as there so many and signs everywherr saying sale on. Not first time nuneaton store had no products in store with make range am talk big names not home brand. Store on sunday lost about £320 as had to go to differnt store to get products”
“I love Debenhams but unfortunately every time I visit I found that when it comes to paying I usually have to wait while staff talk amongst themselves or continue doing something else which is fine but please acknowledge that a customer is waiting, it’s goodservice. Not an isolated incident Debenhams fall down on customer service bournemouth😞”
“Bought a jacket for my son online and they gave wrong size twice. Appalling customer service. Even after that. A supervisor I had telephone conversation with was very rude and offered nothing but a small Incentive off which was demoralising upheld no customer value. I'm appalled that debenhams have such poor quality customer service and unsatisfactory online transactions. Will NEVER shop online or in store. I looked at this store highly God knows why but other shops provide quality care then here. And customer service really don't know how to deal with calls and managers apparently are never available the few times I called so no problems solved. Different advisors advise different things. No reliability hence really really horrible shopping experience that cannot be changed. They don't even care so good luck debenhams you definitely need it”
“Its little wonder that Debenhams are struggling, today is the preview day for their sale the day that their cardholders or loyal customers can get first pick of the sales, well thats the theory anyway! In reality you browse their sale, select you purchases complete the ordering process and then try to pay but then out comes the dreaded message," Generic error, sorry this page cannot be reached!" You try again but each time the same, so you ring their customer services who take the details of your ordered items but then cannot continue because of faults with the system, time and time again you are put on hold while they try to complete the order without success. So the debenhams recipe for a swift recovery of fortunes is to hold a big sale advertising lots of offers but then fail to complete the transactions because they cannot accept customers payment! What a truly outstanding recipe for disaster!”
“I ordered a dress for a funeral for delivery Sunday..I paid extra for this...after three phone calls to customer service ....absolutely appalling service...I’m still waiting Tuesday& now canx order...Hermes delivery equally as bad..same problem before Xmas....forget any customer service non existent ...Debenhams need to sort this out....was a loyal customer....”
“Visited the flag ship store in Oxford street and was treated very badly by two of their staff when trying to access stairs with my daughter's baby buggy. Wrote to head office got an apologies but really a cut and paste job as she hadn't read the letter. Thanked me for visiting the Westfield shop- dreadful.”
“Absolute discress of a company I gave them a deposit of 500 for my insurance which was 1200 or that and was paying monthly for them to tell me my insurance is void and not giving back any of my deposit for over a month after Nemours call and complaints all I got was £56 .30 back ... avoid these Fu!@#ng Scum bags”
“Awful. Two items in order.
First one my signature was forged and I got an email saying I had just signed for it at my address - while I was at home waiting for the delivery.
Second part - ordered a size 5 boots - received a size 7.
Customer service worse than useless. Emails, tweets and many calls later and I am no further forward in resolving this. Probably going to have to ask my credit card company to resolve.”
“I decided tweeting my bad experiences with Debenhams on the 9th January 2019 because the matter dragged for nearly two weeks. I ordered 6 items which i could mix and match and present to my family and friends.
Very bad service by @Debenhams harrow branch since 1/1/19 to collect items.29/12/18 I made two calls asking when all the items will be delivered to the store so that i can collect at the same time. I received confirmation email for two items but not the rest and was told to go the next day the 1st of January after two pm. ;2/1/29 - 1 call;3/1/19 -2 calls;4/1/19 -3 calls;6/1/29 -2 calls;9/1/19 -3 calls.From 29/12 to 9/1, 2 items were there but not the rest of 4 which were lost in transit according to them. Today just now I was on the phone James the supervisor on the customer services @Debenhams on 0344 561 6161, after two weeks and so many calls, told me Harrow branch manager at click&collect not prepared to deal with this matter anymore,
if these people cannot deal with problems why they work as customer service staff @Debenhams James the supervisor cut the line off or technical hitch who knows only prepared to refund the money for those two items which were originally at Harrow branch. Who is also claiming @debenhams the items are missing now which I went to collect on the 1st of January. but i told them i will come back to collect along with other 4 items with which I was going to mix & match the presents , I was informed the 4 items now were lost in transit. Very very bad service no goodwill nothing for the stress. They @Debenhams caused me from the 29th December 2018 till today. Being a customer of @Debenhams for nearly 25 years the service I got are :- unhappy customer for 4 items lost in transit, Harrow branch, who now saying 2 item cannot be traced which were there when I went to collect on the 1st January. 👎
They replied via DM saying 4 items costs are refunded which they should anyway and reorder all of them.
But I replied back saying this:- 👇
They are all out of stock . I was told refunded ordered items were lost in transit. 4 items . Rest of the two items were at Harrow store on the 1/1/19. now they can’t trace them. When I went to the Harrow store one of the item was already opened. Which had my name and address label. Then I told the department manager and the lady who served me that I will come back to collect with rest of the 4 items. Then day after I was informed that 4 items were lost in transit and they refunded it saying the reason was 'returned items'. Which were not the reason but they are ‘lost’ not returned by me. Since then I have been on to your customer services to collect the other two items which they put back in their store room. Every time I phoned department manager promised me that she will call me back within 10 mins. But till now I never got a call from that mangerI.
Today I was told that the manager in question at the Harrow store not prepared to handle with this matter anymore. So what happened to those items I left behind saying I will come back to collect them? Why they are not taking responsibility of it? Why they couldn’t log on somewhere? Why they are saying they can’t trace them which were there when I went on the 1st of January? Not capable of handling customer complaints and customer enquiries ? I am stressed because of this. I would like a compensation or some sort of goodwill. Not just a refund and an apology. This matter went out of control by your staff at Harrow branch.
Then they offered me £5 voucher as a guesture of goodwill.
Then I messaged them saying ‘Can I also just say that your offer of £5 voucher is an insult for what I have been through.’
They were not prepared to increase further.
Money is not my motive but the stress I have been through festive time and the fact that I was unable to exchange presents, rather than being happy on the new year I had to sort this matter at the Harrow branch and they were not understanding my embarrassment I been through.
They came back with £10 offer.
I asked them to review again because the two items which were not collected should have been kept safely at Harrow branch are not traceable now!!! And Harrow branch is not prepared to deal with matter. Incapable of doing their primary jobs how can they be reliable.
I am still waiting for their reply.
Meantime they refunded the money for the two items not traceable at the Harrow Branch.
They want me to accept the £10 to close the complaint but I have a right to know and want answers from Harrow Branch how they handle the uncollected items which they should keep safely in their stock room @click and collect department.
😔”
