“I purchased a velvet jacket which was too small. I returned the jacket with proof of pick up and delivery back to their depot.
They can't find it and refuse to arrange a refund with klarna. They originally messed up the order number and items ordered.
They have been completely incompetent and I think I've had about 4 or 5 people contacting me on this regard and nobody has a clue.
Still no refund.”
“Absolutely appalling experience when shopping online with debenhams! Very poor quality of items. Return is nearly impossible - I have sent unwanted items back, in the original packaging with return slip attached on 29.03.2026. Still no refund. Customer service is bunch of incompetent ppl. I don't think I'll get my money back. Shopping at debenhams online was biggest mistakes of my existence. I do not recommend!”
“If I could put less than i I would
I bought a bench it collapsed after 7 months... they only guarantee for 6 months... No where is this made a fact when ordering goods
I ordered string lights and returned them after the bench situation. Paid £ 14.99 for them and got £ 13.00 refunded.... Its ridiculously dishonest and appalling....”
“ust shocking! I have been trying to sort an issue with a faulty item since Janurary this year!
Originally I wanted a replacement which apparently they couldn't offer however the item is still available to purchase on the website so that was clearly a lie.
I agreed to a partial refund after about 2 months of trying to get a replacement.
I am yet to receive the refund.
I have never experienced anything like it.
I would highly recommend to just avoid buying anything from this retailer.”
“The worst ever
They sent me a used item and I wrote several times to return and have been unable to return the item.
This company does not represent the Debenhams which was once on the British high street”
“Absolutely shocking service from a business that now appears to be online-only.
I purchased a high-end perfume and heard nothing for an entire week. The only update I received was an email 2 days ago claiming there was a delay and that I would receive my order within 24 hours. Over 30 hours later, the item hasn’t even been dispatched.
Customer support is nothing more than a useless AI that repeats the same responses without addressing the issue.
I was also promised an update by 9pm yesterday — nothing arrived. When I chased them again, I was told my order would arrive within the next 10 days and that I shouldn’t contact them before then. Seriously?
Completely unacceptable. No accountability, no communication, and clearly no interest in retaining customers. Avoid.”
“At last I have got the money for the item I returned 3 weeks ago. I have emailed many times, getting many automatic replies. I was asked for proof of posting when DBX had already acknowledged the return, They said the money was in PayPal which it wasn’t and I felt like I was asking the impossible.
If Debenhams had a phone number for customer services it would have been easy to explain the problem.
I am used to Next and M&S where the money is refunded immediately. No more ordering from Debenhams for us.”
“I have ordered a dress 8 days ago. I have not heard a thing since! Not even your order is on the way. It is a Coast Dress, I should have ordered it from there instead of Debenhams. What’s going on with this compsny? I wish I had read these reviews first. Still waiting!”
“If I could give 0 stars I would. They have still not refunded me, even after sending a email to say the refund was on its way. I am now being completely Ignored over email and over messages. I’ve now had to open a dispute with my bank. Disgusting customer service.”
“I am too disappointed with the Debenhams customer service, it's ridiculous the way they treat us.
I returned an item and I choose a gift certificate instead of a refund, and I haven't received the gift certificate but when someone responded my emails they asked me to checkthe emails and spam/junk which I did already so many times and nothing, and then I respond the email saying that and they only send the automatic email reply, this is happening since 17th of March.
I encourage you if you return anything to ask for the refund. Or buy from another website.”
“Awful! Will never use them again. Ordered an ice maker on 11th Feb that I expected to arrive after a week. I had a party and needed it in time. Unfortunately, it didn’t arrive in time so I ordered one on Amazon prime (which I should have done in the first place) and that one arrived the next day. The Debenhams one didn’t arrive until nearly 3 weeks after I ordered it. It kept saying not dispatched so I contacted them via chat & spoke to a human and asked if they could cancel the order (this was 3 days after I had ordered it) they said they couldn’t cancel it because the order had gone to the warehouse to be picked. I asked for someone to phone the warehouse and cancel it but they couldn’t do that either. I had to basically wait until it arrived and then send it back. Appalling in this day of online everything, you’d think they could have contacted the warehouse and cancelled it easy. Anyway they couldn’t. They did (after much hassling from me) organise a delivery driver to come and pick it up, this took another 10 days ish. That was on the 27th Feb. The driver came the day before (luckily I was in). The whole experience has been a complete nightmare from start to finish. I have finally got my money back (minus £3, which I will be taking up with them) today. Almost 6-8 weeks since the original order. If I could give them minus stars I would.”
“Appalling customer service. Unhelpful. Send false links to track order. I did all the work . They did nothing to resolve my dispute of missing items .”
“Thought been a big well known name coukd trust them but they use third party to fulfill orders and then just have you going constantly back and forth! Over a week late with no help or explanation. Finally arrived DAMAGED offered a partial refund of £35 then changed it to £20 after I said it was inadequate as to keep the item would cost me more than that to get it repainted! They have now gone very quiet. I will never use these again nor would I recommend the only thing I would recommend is staying well away from them and purchase else where!”
“Its the worse return experience I have ever come across. I purchased goods in the sum of £250 and 4 weeks late I am still waiting for my refund. Trying to find a contact telephone number for Debenhams is impossible. I can't even chase them!!
I would not ever recommend buying goods from this company - Its sad because If like me you wish to purchase Wallis clothing it automatically directs you to Debenhams.”
“Absolutely terrible experience with Debenhams. I was sent the wrong item not once but twice, which wasted a huge amount of my time. When I finally returned the item and expected a refund to my original payment method, they instead issued a gift card without my consent and sent it to an email address I cannot access. Customer service has been completely disgraceful and I’ve been passed back and forth with no proper solution. Overall a frustrating and poorly handled situation from start to finish. I urge anyone thinking of buying from Debenhams to AVOID!!”
“If I could give a zero I would. Beware when ordering, I ordered a bag as a Xmas present which I didn't receive. I requested delivery to my work address to ensure i was there upon delivery. The driver delivered it on a Sat evening knowing it was clearly a work premises and closed. Obviously we werent opened but delivered it anyway. The tracking showed a picture of delivery of the item hanging out of the letterbox. By the time I was back at work on the Monday, the delivery had gone. It took weeks for Debenhams to respond, I was told it was delivered in an enclosed porch, I sent photos clearly showing it wasn't in an enclosed porch and was left in view for passers by. I had to buy a replacement elsewhere and I've been left out of pocket. Nearly 3 months on and I'm still fighting to receive a refund or replacement. I'm so ANGRY 😠”
“Absolutely appalling customer service. Had to return two radiators and still no refund. Situation has been going on for over two months during which time I have had no heating in the room concerned”
“DISGUSTING customer services! I ordered a pair of boots last week, after 3 attempts of trying to speak to someone from Debenhams and numerous Emails.....nothing back. I've just been 'speaking' to a robot and told them that i only received ONE BOOT in the parcel, do you know what 'they' told me to do????? Take a photo of it and attach it with my complaint!!!???? What is that going to prove? ANYONE can take a photo of one boot right? I can understand people with damaged goods to send photo's, but one boot? Debenhams is SUPPOSED to be a famous store known for it's quality, that's why i thought i would give it a go. How wrong could i be! I really wish that i had read the reviews first because i would NEVER have ordered from them. This website should be seriously looked at as they are ripping good hard working people like you and me off. Disgusting, i've lost my faith with ordering things online now, so well done DEBENHAMS.......... another person ripped off by you! I will keep going and hopefully get to the bottom of things.”
“I would prefer to give zero stars. Stuck in an endless loop with terrible customer service. I received broken make-up palette, and Debenhams are refusing to refund me the delivery charge, as the broken item was 'delivered on time'! It was broken and unusable! They ignore the Consumer Rights Act. A truly awful experience, I will never shop there again. AVOID AVOID AVOID”
