“Debenhams has always been my favourite store to shop at. They do offer a wide selection of products and speedy online delivery.
However, recently upon purchased a faulty packaged luxury beauty goods, they refused to provide a refund. They declined to refund due to the item being 'damaged', even though it was sold to me in that state, and has never been used or even opened.
The store manager, although aware of the Consumers Rights Act 2015, stated that 'packaging is not part of the product', therefore not protected under the Consumer Rights Act. This is incorrect and a wrongful interpretation of the law.
It is unfortunate that a major department store has failed to keep up its customer service standard.”
“Visited Hereford Debenhams Clinique Counter today. Julie was amazing she gave us a lot of advice and made sure we had the right products demonstrating how to use them.
A mini makeover wonderful service we are coming back !!!”
“Flaky metal coming off cutlery within a month.
Bought supposedly high quality and expensive cutlery. Within a month the copper layer was peeling off and metal flakes falling in my food. I contacted Debenhams and had to chase multiple times for any response. When they finally responded they offered me a piecemeal refund for only each piece which was peeling! But its a set!! They couldn't care less I was ingesting metal and refused to be more helpful or to refund me claiming my photos were fake could not be trusted, and I they would need to send the items for testing before considering a refund. Guess we should eat with our hands while they decided. Items not fit for purpose and customer service appalling!! Would never buy from them again.”
“I am a regular visitor to Debenhams Restaurant in Liverpool City Centre and always find that the staff are helpful, courteous and that the food is reasonably priced and excellent in particular Breakfast!”
“Whilst the visit to the Norwich shop was pleasant enough, it was spoilt in the restaurant when at around 10.00-10.30 on Tuesday 10th September, while enjoying a cup of coffee, an interview seemed to be taking place just a couple of tables away, involving a young girl and man - who by his manner, was probably one of Debenhams management. They weren't particularly quiet about it either. They only had a glass of water each, so coffee wasn't the reason they were there. Surely they must have somewhere more appropriate to hold these kinds of meetings? - and more professional too!.
We thought about having lunch there,decided to go elsewhere.”
“My store experience today was one of the worse i have recieved As a regular shopper to Debenhams i knew returns could be taken to any till and so went to the first one I saw which to my surprise lady was rude and suggested i took the item up to lingerie and that the lingerie manager would discreet whether it would be okay when item was fault.I headed off upstairs and the bra lady wasn't sure why she send me there and sent me to another desk were a lovely lady began to assist me but then said it was her home time and left me with some other ladies in here team and other cashier staff.The lady doing the bra fitting tried here best to help out but moaned about it all the way through and how long it took to put the order through tablet within store for me.I spoke to one of the mangers on duty at time called Adam.He just apologised and said he would speak to the lady who wasn't helpful but I'm not happy with the service and won't be returning to store in future”
“Couple months back ordered clothing online to be collected instore, unfortunately being disabled I had suffered a fall and this left me in my Wheelchair, although know that there is all this gdpr, I had to rely on my 13yr old daughter to go pick the order up, rude staff and abusive staff to say in the Beverley store, one lady upstairs was rude and arrogant towards her, daughter phoned me to tell me, she went back in to the store and went to a downstairs counter, again same treatment they were rude arrogant and aggressive in the way they talked to her, which caused her to cry, they told her because she had no photo id drivers licence she could not collect the order, she tried explain to them I was disabled and stuck in my wheelchair they were still rude and aggressive. The store manageress is not much better, customer services is even worse, store manager blamed me for not getting daughter to mention to the staff I was wheelchair bound, she had told 3 or 4 members of staff and they said it did not matter.
she walked out that store in tears and heard another member of staff trying to stop her to talk to her, disgusting treatment they have not even given her a personal apology no incentive to go back nothing, manageress said its my fault for her not having photo id!. Where the hell do they get off treating a child like that. makes me ashamed to be disabled”
“In store: absolutely fine. However, the 'helpline' is absolutely and frustratingly useless. Total lack of knowledge, lack of ability to send emails, rudeness, repetitive mistakes with the same order, and a refusal to put me through to any manager. Awful.”
“My daughter had her prom make up done on the Benefit counter at Debenhams Uxbridge,Jennie was brilliant, so helpful & applied beautiful make up~Thank you!”
“I visited Bury St Edmunds today and was helped in lingerie dept by Alex . She was AMAZING !!!!!
In M&S I was treated badly by a very snooty lady but Alex in Debenhams couldn’t have been more helpful . She was smiley ,polite ,considerate ,helpful and funny . She spent 40 minutes measuring me ,bringing me bras to try on ,respecting my opinion and making helpful suggestions .
She made me feel like an individual that she cared about and went out of her way to help me make the right choices without pressuring me . Well done Alex you were just 5 stars .
Please feed back to Alex and promote her .”
“I couldn't get through to anyone over the weekend or bank holiday which wasnt great but since being in touch with them they have been very good and fast at sorting out my loan car and everything else.”
“Half order received with no problem. No updates on the other half of the order. Called the "customer service" team & was told the order was cancelled. When I asked why I was not informed, I was then told no it is not cancelled, they just don't know the status of the order. They said they would raise an enquiry which would take 72 hours. I asked for the order to be cancelled & was told it would still take 72 hours & then 5 days to refund. Asked to speak to a manager & was put on hold then the same representative returned & said the same thing. Asked for a manager again & was put on hold again. Then I was transferred to another customer service representative (not a manager) who told me I have to wait 72 hours to cancel the order then up to TEN days to receive a refund by gift card. No wonder the business is in trouble. They do not honour orders, keep customers updated or act in a proactive way at all! The delays just keep be added to.”
“I visited Debenhams Trafford Centre on 24th Aug & went to the Dior Stall. David at the Dior stall was very helpful & friendly. I’d definitely buy again & would recommend everyone to visit the Dior Stall in Debenhams Trafford centre, Manchester. Thanks again for the great customer service David :-)”
“Nahid at Jon Richard (Staines debenhams)- absolutely outstanding service, informed me about the Debenhams beauty card and signed me up, also recognised me as a previous customers, genuine, warm welcome everytime. Thankyou for your service and best wishes. Tessie”
“I initially had a problem free online shopping experience but now I find that i can no longer log on to the site neither can i trace the items i paid for since June!It's been very annoying and frustrating!”
