“'0' Rating if I could - DO NOT ORDER ONLINE - Debenhams has always been my go to shop. I ordered a bag and top and paid for next day delivery. The items should have arrived on 5th April. The top arrived on 7th April but there is no sign of the bag. Debenhams Customer Service is disgraceful and when trying to contact them it is virtually impossible - only by email - receive an automated response telling me to track parcel and that's it. There is no parcel to track because it hasn't been sent to Hermes. I even received an email yesterday asking me to review the items in my order - complete joke. I appreciate and understand the strains of the current situation but if you can't deliver Debenhams then just shut up shop now. Everyday I am bombarded with emails with sales and offers and to be honest there are loads of things I would love to order but not after this experience. They are not doing themselves any favours.”
“Ruined a 60th birthday by delivering the wrong watch. Then told me watch was out of stock and offered me a derisory £15 gift voucher as a gesture of goodwill. Never again will I consider them as a decent retailer should have stayed with the ever reliable John Lewis.”
“Debenhams Trafford Center avoid by all cost unless u want your trip to buy wedding dress finished by being racially discriminated by the staff and as soon as u make complaint they make you feel bad about it. Tryed to make several complaints to customer service and all though it was made end of last year still waiting for a result of their investigation. Needless to say I’ve been totally ignored. No reply. So ladies and gentlemen if u want to have a good wedding day without feeling like you u don’t belong here I suggest avoid that place”
“Debenhams telford awful customer service tried to return a top with the receipt as it was to small and I was refused as it did not have a label on it but it it was purchased from the sale. Also tried to return a coat that cost £50 that had a hole in the pocket and was refused that to. Does state this on the receipt. Staff not helpful at all.”
“Went to cafeteria brigade Leeds for carvery at 1300 hrs was told by the lady that the meats had all gone is this a one-off or should I book in advance”
“Debenhams Wakefield....in all the years I've been shopping in Debenhams I've never been left at the perfume counter while two female members of staff chit chat. They didn't even acknowledge me and carried on!!!! You employ rude staff..wake up to what's going on in your store.”
“Online order delivered by Hermes. Was home all day and received an email from Hermes saying parcel had been delivered and had been left in my shed - I live in a flat and don't have a shed! Refund from Debenhams after they couldn't get in touch with the courier. Will not order online while they use Hermes - standard Royal Mail would be preferable over them.”
“Won't be buying from Debenhams online again as they use Hermes for their delivery and this is the second time Hermes have failed to deliver a parcel to the same address. Don't have any problems with other delivery companies. Debenhams told me that they couldn't change the delivery address to re-deliver, I would have to reorder and pay again and wait 5 working days for my refund on the first parcel. I will go elsewhere to ensure I actually receive my order. Poor service, very disappointed.”
“Expected to be picking up a watch for a birthday today, but email just received tells me there is a delay with my order. No surprise after reading reviews, should have read them before shopping with Debenhams. Never again, will have to go elsewhere to find a gift today.”
“I insured my car with Debenhams. Last year it was written off. I have a letter stating the amount of my claim and that it was a full and final settlement. The letter also stated that unless I contacted them with the details of another vehicle, my insurance would be cancelled. On the 17th of this month, Debenhams took £700 from my account. When I contacted Debenhams they asked to see the letter and I’ve forwarded a copy via email. That’s it. All quiet now. I can’t go to the ombudsman for 2 weeks and my bank can take 60 days to investigate. In the meantime, how do I pay my bills?”
“Beware new returns Policy absolutely no consideration for personal circumstances awful Customer Service in store.... raised a complaint with Head Office just kept telling me had to be dealt with in store even though I said that I had tried that!! Wonder if the real bosses of Debenhams ever get to see these complaints.”
“Ordered some perfume for my wife and paid extra for next day delivery because we work long hours weekdays. Gave me a ten hour slot and updated tracker five minutes before the deadline to say could not deliver.
Complained but they were so dismissive and uncaring I will never use them again.
Waited three days before it arrived.
Seeing all these reviews I am not surprised in the one star reviews.”
“I received an e-receipt supposedly from the Brighton store for 1p. I have never visited the store (and never will). I'm not even in the same country! It had the transaction details, number of the alleged sales person etc. I have my suspicions this is an underhand way of getting my email address and claiming I was a customer so they can bombard me with their propaganda! We shall see.”
“Went to buy a gift from beauty , always horrible customer services , lack of training , the assistant didn’t know to use the till , and went to jump to another till , the other assistant same , very bad attitude , not helpful staff at all , disappointment”
“They used Hermes to deliver my package. Hermes reckon they tried to deliver three times but had restricted access!! Absolute bull as I asked for delivery to work there is no limited access and we get other deliveries all day long. I did not receive parcel and now have to wait 3 - 5 days for a refund I will NOT be ordering from Debenhams again.”
“Having recently ordered items from Debenhams online (as our local store closed), I was required to return some items but discovered that each item had to be sent to different warehouse locations. As postage must be paid for, sending each parcel individually proves expensive. Will not be ordering again.”
“Debenhams has seriously gone down hill. Even though I tried to deal with head office to solve a problem they are no longer interested.
Terrible customer service! There new ‘don’t care’ attitude is disappointing. I’ve shopped with them for 25 years on a weekly basis and they have lost me for £10 exchange!
What a shame! Stick to John Lewis in the future, they still value their customers.”
“The worst online shopping experience!
The delivery service is awful and unprofessional! First time they left my parcel in the basement of a 14 floor building, which I lost! After a couple of times going to the local shop finally I got refund! Waste of time!!
Second time, they sent the delivery message at 9:03 in the morning saying that my parcel will be delivered between 8am and 12pm! and again left the parcel in the basement even though I diverted it to my neighbor's address! I had to go back home from work to make sure this time I will have my parcel. Total waste of time! NEVER again online shopping from Debenhams.”
