“Absolutely atrocious. I should learn from previous experience, that if you think you might need to return an item, THEN DONT ORDER FROM THEM. What on earth is going on. I returned an item 21 days ago, and all I get is some robot asking the same questions. Total waste of my time. I have sent proof over that my item has been received back but i have now had to pay the item off my Debenhams card so that i dont accrue interest. Probably be another 14 days before my money appears on my card, minus the delivery charge.”
“ordered a suit for prom for my son, arrived on the monday which was in good time because prom was tuesday, so cant fault delivery even though i had no emails to confirm purchase nor delivery.. anyway, the trouser leg had a massive pull down them, i mean clearly noticeable to anybody from a distance so already not happy, turned the suit jacket around and there was a few pulls on the arms.. so i emailed customer service who said “ there just little snags, pull them off’ i said ok, not acceptable, but what about the massive pull in the leg! poor quility items sold at a higher end price. absolute joke would not buy from them again!”
“"I returned two purchases and received no updates throughout the process. It took over four weeks to finally get a refund, which is far too long. The lack of communication and delay was very frustrating."”
“Dreadful customer service. Bought several items, including mini hedge trimmer from Debenhams. The hedge trimmer worked for 2 minutes then stopped and would not start again. I returned as per instructions and heard nothing for while even after a number of chasers. Eventually they advised they were processing a full refund. Which again had to be chased. Eventually they partially refunded and fobbed me off with an online gift card for Debenhams. They will not explain why when the item was faulty and I had it for only days they are not giving a full refund. I am not even sure if they are allowed to do that and will be taking advice. I also will not be using them again even if it means forfeiting the gift card which is wrong as they are profiting by selling useless foreign goods.”
“I purchased 2 pair of mens 3/4 pants on the 12th June 25. As they were large I returned them both and ordered replacements.
I returned both items on the day they arrived and waited for a response. On the 5th July I recieved a refund for 1 item and immediately sent out an email to customer services requesting a further refund for the second
So far I have recieved an automated reply and nothing further. What is going on this is totally unacceptable.”
“Awful customer service. If you have an issue you’re better off dealing with it on ur own. I’ve had no help with an issue only they can change very frustrating”
“They don't sell anything, they are just a shop front for other companies drop shipping stock. They take the money instantly, but returning anything it seems you have to fight for your refund. And when you need to fight you realise there is no phone number and they divert you to "web chats" which are dumb/slow. Not worth the trouble.”
“Awful customer service. Ordered item on 28/6, paid express delivery for next day / express. STILL not here. Had a text message saying it was being delivered yesterday, took a day off work to receive the item as it was a cooker hob. Did not arrive and later found out it had not even arrived at the depot. Refusing currently to refund the item and give money back for items not received. Have raised a complaint. Unable to call and speak to anyone - Debenhams taking your money but not fulfilling the goods or contact on their side. Absolutely outrageous”
“Despite multiple requests to Debenhams via their website and to their 3 rd party supplier I am unable to get a return slip for 2 lights that I have ordered. The online system tells me to email the 3rd party supplier but they are just not sending me a returns advice note to attach to return the item. I have contacted Debenhams but they are also not responding, worst service I have ever received from a retailer, if anyone from Debenhams bothers reading this please check out order number DUX041668873 and contact me !!!!”
“Assured refund was on its way 16 days ago despite numerous WhatsApp messages and emails to customer services and being given the same response still no refund - never again will I use Debenhams.com - shambolic to say the least when other online providers can issue a refund within 5 days”
“The service is attrocious. Kept the brand name but kept the poor service from Bohoo. Atleast with Bohoo you know they’re not high end. They really should rebrand after new ownership rather than ruining the reputation of the previous owners! Only communication is chat, emails are ignored and they take days to respond!”
“Order placed on 04/04/2025
Order Delivered 9th and 10th April
Order returned via Royal Mail tracked returns 2 parcels on 22nd April. Still no refund and it’s 11th June!
Despite numerous attempts to contact customer services via email and WhatsApp the refund is still outstanding. I have provided proof of return postage several times and just go round in circles with the messages to customer services. They repeatedly ask for the order number, email address and proof of return. One email suggested a refund has been processed but I am getting to see this!
There is no way to contact customer services via phone and the emails and the WhatsApp responses are automated responses that are completely useless.
Shocking customer service possibly the worst I have experienced. I will not be purchasing anything from Debenhams again.
Such a shame as I always seem to recall Debenhams being a decent brand.”
“Still not refunded for the items I never received! No replies to emails and WhatsApp and messenger there’s no point. Ai replies back with the same things and when an actual advisor replies it’s short and useless, telling me exactly what the ai said.
I’ve already requested a charge back, they said it’ll be in the account within 19 days!!! I never even received the item so it was not even classed as a return!”
“Returning goods is a joke - really poor service and still don't have my money back for goods returned in May. What went wrong with Debenhams - one time great store with quality goods, friendly staff and a great reputation!”
“Debenhams service is appalling. I have been waiting for 16 days for a refund for an item returned to them the day after delivery. Returned in perfect/wrapped condition and accepted by them on 4th June. They constantly have an AI assistant who tells you to stop emailing, they have now fobbed me off again telling me that customer service will process this but there will be a delay !!!!
Also a pair of shoes that has been worn twice have now broken, they have said I can have a 25% refund. What the hell - so sell shoddy goods and keep most of the customers money - Debenhams used to be a firm favourite in the high street . Sadly they are now so terrible on line , they refuse to help you with a real person, there is no contact number, but hey as long as they can rip the customer off I’m sure they sleep well at night . WOULD TELL EVERYONE AVOID THIS COMPANY AT ALL CISTS”
“The delivery was quick that was the only positive thing.
One of the garments had a torn sleeve and the others were not a good fit
Returned the items. It took nearly 4 weeks to process the refund and I had to chase it
I m still to receive the funds back.
Won't be buying there any time soon.”
“Absolutely awful customer service. All responses were scripted and generic, with absolutely no details on the status of my refund which has been outstanding for a month. The ‘View and Track’ function on the website doesn’t give real time updates either, with my order not even showing as have been delivered yet alone returned. Will avoid buying anything in the future as the return process is awful.”
