“Really poor service
Ordered two advent calendars to go to my family in Glasgow
They still haven’t arrived and it’s 6th December
Even worse you can’t get through on the phone to customer service and emails don’t work either -
I tried again today for 15 minutes on hold and then again at 7pm for 25 minutes
No one is on the line to respond to your call
Such a poor service”
“I made an order almost 3 weeks ago that was supposed to be delivered last monday...LOST!
They don't know where it is! They are not helping nor giving me a refund. Spoken via phone 3 times after being on hold for min 30 minutes. You are very bad Debenhams, no wonder why you are going bankrupt”
“Ordered something online, paid for ‘Nominated Day’ delivery, 2 days later it still hasn’t arrived. No straight answer from their customer service team. Bad experience all round unfortunately. Won’t be buying online from them again.”
“On friday we tried to place an order online, we got to the payment page but were then told that there was a problem with te Debenhams site. This has been the same for about 12 months now but normally we simply ring the customer service team who are happy to complete the order and everybody is happy. This time however we were put through to the South African call center! The lady there would not take our order, she told us that they were aware of the problem with the Debenhams internet site but if we went back onto the site and refreshed our page then we could try again, now i dont claim to be an IT wizard but if the problem is with Debenhams site then how can we cure it from our end??? We persisted and told her that this had happened on previous occasions but the customer service team had taken the order by phone but she then claimed that if she was to do that then we would lose our loyalty discount!! After more persuasion she finally condescended to take our order but to be honest it was painfull, she could only take one number or letter at a time, it was like listening to a 7 year old trying to use a keyboard for the first time! In the end it took us 36 minutes to order 2 items with her, the original order was for 3 items which was confirmed as available online but by the time she had completed her task another of the items was out of stock. At the end she said that a copy of the order would be sent to us via email and on giving her our email address we asked her to repeat it back to us to make sure it was correct. As of this morning we had heard nothing more about our order so rang customer service again eventually to be told that she had once again put the email address down incorrectly. Bearing in mind this was the Black Friday so the question is why would anybody put a lady such as this who obviously has no experience on customer service and cannot use a keyboard, so why place her in this position to leave a lot of dissappointed Debenhams customers in this country. It really is easy to see why Debenhams are suffering when their loyal customers can no longer purchase their products online.”
“I ordered a lot of expensive beauty products from Debenhams online and never received them. The customer service is non existent and they do not answer emails or pick up the phone. The delivery company say it’s Debenhams fault but I can’t contact anyone to ask for a refund. DO NOT IRDER BEAUTY PRODUCTS FROM DEBENHAMS!”
“Debenhams charge for next day delivery with no intention of delivering it next day, I even contacted Hermes and Debenhams haven't actually sent them the parcel. I ordered in the morning the day before, how hard can it be? If it's not able to get there for the next day then don't allow people to pick it otherwise I would of never shopped with you and gone elsewhere, but that's probably why you still let people click next day! Refunding delivery charges is not enough. I now have to spend extra on getting something else, not as good, to replace what should of arrived here today! Not acceptable!”
“I ordered an Item a week and a half ago and still haven't got my item it said it will come in less than 4 working day more then 8 working days went by what should I do people???”
“Missing item from delivery. Customer service atrocious - I was made to feel like a criminal instead of a customer with an unfulfilled order. I will NOT be ordering online from Debenhams again - I will stick to the safe waters of John Lewis”
“Bizarrely there is no system to exchange at item through the post when purchasing online. So I drove into town to exchange some jeans I had bought.
At the time of my order Wrangler jeans were reduced by 20%. To my amazement the member of staff in store would not let me exchange them for the exact same product in a different size and insisted I had to pay the extra as they were no longer on offer. Needless to say in the circumstances I took a refund.
Is that really their exchange policy? If so, it's not surprising Debenhams are going bankrupt.”
“Debenhams steal customer's money
I bought this item on 31st oct and the it was delivered at wrong address. I raised it straight away with debenhams. I was told to wait until their investigation completes. After 9 days of waiting, I was told that they wont refund the money even though it was delivered at wrong address. This company has rubbish customer service, they do not care about customer. We (customer) should boycott buying from online and stop getting the parcels delivered at home. Im putting this up here as I have been suffering after buying products from debenhams.”
“If I had an option, I will give minus rating for their service. I placed an order twice in two different dates. I got a text messages from the courier that they would be delivering on a certain time in a specific date but no one turned up. I called debenhams straightaway and notified them I have not got the parcels from anyone. I was advised to wait for 72 hours first, then another 3 working days to complete their investigation. Finally after so many chasing I got a ph call from them saying it's their business decision that they wont refund the money. As per their investigation, the driver told them that the parcels were delivered so they cant refund the money. They are not willing to listen to the customer's point that the parcels have not been delivered. This company has got rubbish customer service policy, they dont trust customer and they do not support any customer either. I will go further up and take legal against on this. For the rest of the customer who buy products from them, please bear all this in mind. This is a genuine urge from me as they just steal customer's money.”
“If I had an option, I will give minus rating for their service. I placed an order twice in two different dates. I got a text messages from the courier that they would be delivering on a certain time in a specific date but no one turned up. I called debenhams straightaway and notified them I have not got the parcels from anyone. I was advised to wait for 72 hours first, then another 3 working days to complete their investigation. Finally after so many chasing I got a ph call from them saying it's their business decision that they wont refund the money. As per their investigation, the driver told them that the parcels were delivered so they cant refund the money. They are not willing to listen to the customer's point that the parcels have not been delivered. This company has got rubbish customer service policy, they dont trust customer and they do not support any customer either. I will go further up and take legal against on this. For the rest of the customer who buy products from them, please bear all this in mind. This is a genuine urge from me as they just steal customer's money.”
“Could it get any worse? Ordered a new coat..when it arrived it wasn't even the coat I ordered it was another coat entirely. They told me a courier wasn't available so being disabled I would have to pay for a taxi for over 4 miles to get to a local Hermes Parcel store. After challenging this they arranged a courier ...I waited in for 2 days after providing them with days they could collect. It wasnt collected on the arranged days. 4 days later it still hasnt been collected and I've been told I need to wait at home another day now. Only offered 10percent off my next purchase to apologise...and STILL no refund. When they sent me the incorrect coat it meant the one I wanted went out of stock. So all in all I have no coat...£85 less in my bank account...a week spent at home waiting for Hermes that never arrived (apparantly the first time it never even got arranged), and one frustrated customer. Never again.”
“Diabolical service. If I could give 0 stars I would. I ordered a long sleeve shirt online and twice, despite being advised that they had sent a short sleeved shirt, the warehouse sent a replacement short sleeve shirt, which is not what I ordered. This was despite an in-store lady advising them, by telephone, to send a long sleeved one instead. Good job they are not working in a hospital or my thumb could have been removed instead of a wart on my hand.”
“Terrible phone service. Woman with no common sense answered the call and it was a struggle being transferred through to the travel money. The woman in travel money was difficult and said she had to go as had a customer waiting. Absolutely disgusting service.”
“Ordered online for international delivery of toys for my granddaughters 8th birthday. Was told I could track. WRONG. Apparently you cannot track when parcel has left U.K. Courier in Australia will be in touch . Nine days later and heard nothing. Customer service non existent! Shameful behaviour for such a large company. I usually send via John Lewis, who are excellent and have never failed. Where is her present??? Who knows. This is a mistake I will not make again, so disappointing. Oh, and don't bother emailing them, because they don’t reply to them either!”
“Furious! Debenhams have got illegal t's and c's on their site and are stealing my money because of it!
Online order delivered to workplace, 2 out of 3 parcels were delivered to the next warehouse along (rather than to the correct address), 1 hasnt been received.
I've requested a refund or replacement, Debenhams are saying that because the delivery address is a business address they aren't liable.
I have spoken to Citizen's Advice about this and they have confirmed that's utter nonsense, illegal, and only possible if I ordered for the business (which I haven't, it's a personal order). I have tried explaining this to Debenhams and they are still refusing to refund me to the tune of around £150 for their own mistake!!!”
