“Ordered a Dior gift set in October during promotion and despite tracking info provided, it was never delivered by Hermes. So emailed customer services and helpful advisor ordered a replacement for me. Parcel delivered promptly by Hermes, but instead of the Dior Gift Set contained only a Lancôme paper carrier bag and an invoice for the gift set for over £70!!!!! Took a picture immediately and forwarded to customer services and reply was they could not order me another replacement on their system. Have tried phoning ... they are closed. Have tried emailing for over a week .... no reply. Used online chat .... I was informed a Manager would contact me and to date nobody has. My account has not been refunded and I am absolutely disgusted and frustrated by being ignored and the incompetence and lack of customer service.”
“Ordered goods and did not receive full order. Even when proof given, debenhams refused to accept order was not fully fulfilled. Instead of taking time to look closely at the matter, they found it easier to imply customer was a liar and a thief and that customer received order in full. This was after contacting customer service on approx 30 occasions. Many emails ignored. I have been shopping in debenhams for quite some time and purchasing many items from different departments but never again as they have ripped me off, no different to theft for £42.00 in total. With all the contact I've had with them, there has been no professionalism on their part to resolve the problem in a methodical manner. No numbers for assignments checked, no follow up at all, even when given copy of delivery note specifying what was delivered along with when and what was going to be delivered by email. Both these ignored. I was sent 2 x hand towels and was suppose to receive 2 X bath towels, 2 x hand towels and 2 x face cloths. 1 x hand towel sent back as was wrong colour. No acknowledgement of returned item either. Astounding the level of incompetence given by debenhams customer service and hub for deliveries. Not even knowing what or how many things delivered but of course the customer is always wrong. I still cannot believe what has gone on. They deserve to close down from my experience.”
“The agent was not helpful,
His emails were writing with a " thats just the way it is" attitude.
I was very annoyed to find out that before my item had even been delivered the price had been reduced twice to what I had thought.
I now believe your sale pricing is very misleading and dishonest.
Your customer service agent is not at all reassuring or did he tried to help me.
I have been a loyal customer for many years.
I purchase all my work function dresses, perfume and foundation from you, sadly I'm very disappointed with the lack of customer service offered and I will be shopping else where in the future.
Plus the free mystery gift was a selection of samples you offer free in your store. This is also a very poor service”
“Ordered a new bag for my daughter's first day at highschool. Was supposed to arrive within 3 to 5 business days but did not. Email was not answered. No tracking information comes up with the link provided. Daughter is ending up with no new bag on the first day. If I had at least received a reply on time I would have arranged otherwise. This was a special moment in our lives and the joy has been taken away. And I don't even get an answer nor apology.”
“Shopping in your Gloucester town centre branch today,,,absolutely diabolical,,,4 storey building can only do returns at one point in the shop,,,,,,,,,,M and S,,,,every till.....when we eventually found it,,, 2 tills,,,only one working,,,middle aged lady deserves a medal,,,,3 others standing round yapping,,,the one lady who was working asked why the other till was closed,,she was informed that it had been cashed up,,,this was 3.15pm....one of the 3 conversationalists then had the cheek to walk along the queue of at least 8 people and apologise for the wait....Big lesson to be learnt here...IF YOU ARE NOT WORKING,STAY OUT OF SIGHT,,,,I suggest you close all your stores,,that are half empty anyway,,,and have a return centre in each town to support your online sales,,,”
“Placed an online order with Debenhams during covid-19, so I expected there may be a longer delivery than expected. Unfortunately my delivery arrived and one of the items were not as described and was charged the full price. Emailed customer services and was ignored so ended up loosing money. It’s a shame you try to support a company in the pandemic and when you do you are left to stand the loss. It’s also a shame the stores are closing down.”
“I ordered a pair of Principles knee length ladies denim shorts and paid £3.99 for next day delivery. They arrived on time but were completely different from the photograph. The photo shows them tapering down to the knee. In reality they are wide and baggy. To add insult to injury I had to pay £3.10 to return them. The photo was misleading and therefore I don't think I should be expected to pay the return postage. I have written to the Complaints Dept and if they don't include the returns postage with my refund I will not be ordering again from Debenhams.
I will update this post when the refund is made.”
“Went to return 2 items but lost receipt. When did Debenhams change their policy to not exchange without a receipt. I did the email receipt at time of purchase and can only think that the sales assistant did not type my email address in properly. Does anyone recall how Debenhams confirmed their change of policy. I would hazard a guess no you can’t.”
“I’ve waited 5 days for my next day delivery item I paid extra for next day and still it hasn’t arrived emailed 6 times but had no reply absolutely disgusting I will not shop there again I just want my money back but don’t know what to do”
“I waited 20 days for my order which to date hasn't turned up; had to purchase elsewhere at an additional cost, sent 3 emails to Debenhams, first 2 ignored then finally a response:
Vicky P (Debenhams Customer Servicess)
16 Jul 2020, 23:16 GMT+1
Dear...
Thanks for your email and I am very sorry for the delay in response.
Please accept my apologies for the missing order. I have issued a refund and this will show on your account in 3-5 working days.
Thank you for your patience
Kind Regards
Vicky P
The Debenhams Team
1. No explanation given
2. Didn't ask me if I wanted a refund
3.kept my money 20 days and no goodwill gesture
I personally this this is an example of the poorest ever customer service and complaints handling.”
“I placed an order on 2nd July and payed extra for next day delivery, still not arrived by 14th July! Repeated e mails but still no response!!! Appalling service - I will never order from them again!”
“Returned an item on the 15th May and still no refund. You cant contact the courier, stores wont help.Customer service is closed and no response to any email. Really poor business. Covid is not an excuse for all your issues”
“Debenhams have closed all thier stores in Ireland and have left.their workers to picket the stores for redundancy pay due. Please support workers like yourselves.”
“Shirt arrived grubby obviously worn by someone else and returned crumpled up with hanger with the rest of my order that waS new in packaging
After 5 mails where customer service obviously do not read mails and send stock replies finally get an apology no compensation ad most companies on recipe of such a complaint would offer
Customer service non existent can’t even talk to you hide behind COVID-19 as an excuse see pic”
“I placed an order on 27.06.20 and am still waiting on it on 10.07.20. I have contacted Debenhams twice by email and have received no response. Absolute disgrace. It doesn't look like I'm getting my purchase and they have my money. That's called stealing. Get a response to me as soon as!”
