“Delivery took a long time and lots of different packages. I am still awaiting some items that said they would arrive by 8.1.20 that aren't here. I'm very disappointed as they missed my sons birthday.”
“Bought some things in Cardiff store yesterday including a teapot priced £15. When I got home was looking for matching mugs online and found same model teapot priced £10-50. Emailed head office and reply stated that pricing policy differs between online and store shopping. Wonder how many of the other items I bought in store are cheaper online. No wonder this company is struggling to keep stores open. Won't be buying the mugs now as I feel already mugged by Debenhams.”
“Regarding the Westwood, Thanet store. Firstly noticed how empty it was on a Tuesday afternoon. Went to buy some trainers but told they only had size 7, I would imagine that the average man was a 9.
Then went to have tea with my wife.Picked out a couple of nice cakes only to be told that the tea could only be served in paper ciups as the dishwaher was broken and they weren,t allowed to wash up by hand.
Plenty of normal crockery available. They cpould have kept the used cups until the dishwasher was mended, bujt no Elf & Safety!!
Left without having tea”
“I went to Debenhams Colchester this afternoon to return a photo frame that my husband had bought, which was not suitable. I explained to them that my husband had lost the receipt and could I get a credit voucher to enable me to purchase another item at a later date. The sales assistant was a young cocky chap aged about 20. He flatly refused to take the item back saying he could only do an exchange. I explained I was in a hurry and could I get a credit voucher so that I could purchase something on another day, to which he became quite annoyed and said “I just told you that I can only offer you an exchange as you don’t have a receipt”. At that point I was annoyed myself and I told him I would be going to another Debenhams store to return my item as I was well aware of their returns policy. I have in the past been able to return items without a receipt and have always been given a credit voucher to use later. It is no wonder Debenhams are going down the pan. The service is dreadful and I won’t be going there again. However I will be complaining to Trading Standards and Debenhams management about their shoddy service.”
“Money Exchange in-store. Good exchange rate but £5.00 off goods to the value of £20.00 voucher now only lasts for one day. Hardly likely to tempt anyone with the offer.”
“I have come on this review site to complain about the conditions of the ladies changing rooms at your Trafford Centre store ,these changing wouldn't instill me to buy any items in store, let alone try them on ,the changing rooms are dirty & smelly , the mirrors ate filthy and the lightening is terrible , put me off purchasing ,I tend to take items home to try them on ;please update and refurb your changing rooms ,I'm sure if you did you would get a lot more future sales !!!!!”
“The reason I went with this insurer was a £50 incentive voucher to be used in Debenhams. The net result of this was a policy which was slightly cheaper than any other available. It took two phone calls and numerous emails to actually get the voucher which I finally got six months after the policy started. I had three weeks left in which to use the voucher and I was unable to visit the store to redeem it.”
“Unable to return a faulty item that was purchased online. Customer services advised me that my details were not on the system anymore....how convenient! Will go to Wallis directly to get a refund. Won't be shopping with this shambolic store again.”
“Purchased Debenhams but was Eldon and quite simply -
Dreadful!
Following a non fault claim the service provided has been absolutely horrendous. Customer care has been rude, unhelpful and sarcastic.
We are out of pocket in a big way and they have not wanted to help whatsoever.
Steer clear!”
“Why is the high street failing?? It is failing because the big old companies like Debenhams are still not providing the customer experience that the modern shopper wants.
My experience of a recent trip to Debenhams was:
* There were no staff available to help when needed (we were ignored by over busy staff)
* Stock issues - at two different counters they did not have the make up my wife wanted to buy.
* At a Tom Ford scent counter all the trial bottles were empty so I could not try the scent I was thinking of buying (so i didn't bother)
* I queued to purchase a scarf only to be told they did not have the detagging gadget needed so I was instructed to go to another till where I had to queue again.
This was an opportunity for Debenhams to show me why I should think of using their store in future. If they do not nail customer satisfaction every time they will die (I work in Customer Success).”
“Goods arrived smashed probably not Debenhams fault but badly packaged inside manufacturers box. And this was in 2 boxes of the same item. Better packaging required for direct to home delivery.”
“Spoke to acting manager at store, but she was completely disinterested. Then rang customer service at Head Office. Guy had no idea how to even register a complaint!”
“I find it strange that it's called Debenhams insurance when it is nothing to do with the company, Eldon insurance just use the Debenhams name, maybe because it is a popular respected brand?
Another point to note is before you take out the insurance certain things should be made clearer, such as unless you read the small print you will not know that you are NOT entitled to drive another vehicle, not even third party so if you are doing this right now YOU NEED TO STOP...because you are NOT insured this also applies to Go Skippy because it is the same company) also you should be made aware that you can only change your vehicle twice or your policy will be cancelled, and you will have to take out a brand new policy which means you will lose any no claims bonus you have gained for that year and also have to pay out again.
I myself have not had any problems with them really but they are a little bit sharp on the phone, sometimes a little rude it's the same company that runs GoSkippy.”
“My daughter and friend had a Two Faced make up sitting for their PROM 4july 2018. Booked and paid in full in advance. Only to be told on the day that there was no one on the Two Faced Counter that day!!!! What the heck. Can’t get through to anyone on the phone why.????
The whole thing was a nightmare. I want a full investigation to happen over this after all @16 your PROM is something nearly every girls thinks of. So what went wrong.?.?.??.”
“Item ordered and payed for then an email to say my order had had to
be canx - this means I missed out on buying the same item from a different retailer”
“I asked a question via their query form. Good aspect - I had replies within 24 hours. I asked if a 'two pack duvet set' was truly a two pack or because it was reversible it gave two looks but there was actually only one duvet. I explained that I wanted to make curtains out of the duvet because there were no matching curtains available and I was trying to calculate fabric requirements. I expected them to check out if the web description actually matched the product. This was the reply: 'I understand your concern regarding the packaging of the curtains and would like to help you. I have checked the item on our website and can confirm that it is a pack of 2 curtains. I am sorry to inform you that we are unable to send two single duvet cover as its is a pack of bedding set. I can confirm that you can place an order for the item and if the item is not suitable for you then you can return the item for a full refund.'
I wrote back saying the reply didn't make sense and that I had asked about duvets set and asked for the link to the curtains they referred to (in case I had somehow missed matching curtains).
The next reply came saying yes, they understood my query but just best to order the duvets and get a refund (this contradicts the website that states bedding cannot be returned if opened). I was then referred to the 'wide range of curtains' on the website - none of which match the duvets.
My guess is that there is a script used and key words are extracted from the query and inserted into a standard reply which then doesn't make sense. No attempt is made to actually understand or resolve the query. Each reply just encouraged me to buy anyway so just felt like a sales technique. This is a pathetic excuse for customer service. Very frustrating.”
“I would not ask anyone to go with this insurance and will be glad when the year is out i thought things was fine with the insurance but 4month down the line i got told there was a problem had to pay more money my thought was just wanting more money i gave the correct information over all at the start and they said this was good then 4mounth down he line come bk to me so not good”
