“If there was the option I would give zero stars . I’m still awaiting for a refund from nearly 3 weeks ago . If you get in touch with them on the messaging service it’s always an automated response ,frustratingly you never get anywhere with them !!
I’m just waiting for a delivery which again is long overdue and for my refund and then I’m not ordering from Debenhams again ,they need to get their act together.”
“Mis sold me an item it’s not what it was
Listed as and now I can’t get my money back as it’s from another supplier??? They are basically just emailing back and forth over two weeks”
“Absolutely disgraceful customer service. If i could give zero stars then i would. I originally purchased a faulty item from a concessionary brand but subsequently feel there has been unreasonable barriers to make a simple return. This has so far taken me over 4 weeks to get to the position where the item has now been collected but they have confirmed i need to wait a further 11 days for my refund to be processed. If not received by this date I AM expected to chase again. Over 13 emails i have sent to their customer service team over recent weeks on the matter, purely to return an item. In addition to that they seem to have unreasonable barriers to make a complaint. COUNTLESS times i have asked for the matter to be raised as a formal complaint and yet this still hasn't been completed as apparently they don't have a formal complaints process. Latest response was 'We don't have a department for complaints this is dealt with by Customer Services.' I don't care who it is dealt with i just want the complaint raising. I fully appreciate the order was through a concessionary brand, but they really need to review their existing processes & improve the customer service they themselves offer. I am truly shocked by the service received with such a reputable brand.”
“Appalling customer service, takes up to a week to reply. Its like having a conversation with a tortoise. I wanted to return some faulty goods but as they took so long to respond to my emails and anserwed incorrectly initially the 30 days has now exceeded and they will only give me a 25% refund!! I am totally disgusted and will never use again. Rubbish product, Rubbish service”
“Found what I wanted £6 cheaper than anywhere else and got free next day delivery ..I'm impressed
I've never had a problem in the past not orderd anything for while .
This just confirms my experience with them. For me I cannot fault them”
“The item was cancelled by myself and Debenhams. It was returned to them before it was even delivered to me as they didn’t meet the delivery deadline I paid for and so I purchased elsewhere (therefore I haven’t even seen the product never mind been in possession) which is now 5 days ago. After numerous attempts to email and Facebook messenger them (emails ignored altogether), messenger messages they ask for an extra day every single day. Where is my refund Debenhams - you still haven’t agreed to a refund despite receiving the return and you only have 9 days left by law to process my refund. I will progress this matter as it’s over £500, I will contact the ombudsman.”
“After a week, I still have not received the parcel, although I even paid for the next day delivery. customer service is in no way problem solving oriented. Evri company acknowledged that my parcel was lost. I have a flight tomorrow and I will go abroad. Customer service told me to wait another week as if making fun of it.
How can I receive a parcel and make a refund while I am abroad? Debenhams is regrettable. I will never shop again.”
“I was having difficulty returning my goods, and tried several methods, which I was not getting right!
Thankfully the team at customer services, were so helpful, and guided me through to return my parcel, Danyal sent everything that I needed to know, and I was very grateful. Thank you to an amazing team.”
“Took me 3 hours to order a kids coat, admittedly, with breaks, as otherwise I'd have blown up in frustration. Pages just vanish or jump all over the place. Worst website I've used to order anything from.”
“Do not buy from this company. I bought some expensive premium pillows 1 week in the are flat and do not plump. There is NO WAY i mean really NO WAY to contact Debenhams succesfully, they do not reply to emails and the returns link for faulty products does not work. Disaster this should be criminal I feel they have just stolen from me. NEVER NEVER buy from them.”
“As others have stated the website is awful! So slow, constantly returns to the home page when not selected.
I used to order a lot from Debenhams but I can't be doing with the frustration of using their site and like others I just give up!
Bizarre state of affairs when you solely rely on website purchases.....!”
“Never had a problem with orders or returns, the main issue is the appalling website. It is so slow to load a page and flicks about. When the next page finally loads it starts from the beginning again, so frustrating. Eventually you just lose the will and stop shopping. Sort it out Debenhams are you have lost many sales from me and other users!”
“Ordered a Petite Blazer - reduced in sale from around £90 to £60. Material polyester and cheap looking, more like something you would find in Primark. No way a petite, sleeves are as long as a normal fit. Very disappointing as I would expect better quality from a Wallis garment”
“What is the point in actual trading, you send emails every day about current offers but no one can actually use your website. Everyone loses the will to continue browsing because it is so slow.
Surely if you only trade on line the most important thing is that you should have an excellent website.
How much money are you losing in sales & why are you not sorting this issue, when you have received so many complaints”
“Losing the will .. website is so slow, reloads and goes back to previous items.
Used to frequently order from Debenhams .. can’t be bothered now as it takes so long, which is such a shame as they still do great items at great prices.”
