“Very poor Customer Service and even worse delivery service by Hermes sending you emails saying they have delivered stuff when they haven't. Don't bother unless you want to spend over hour on phone being told you will be getting you items but never turn up. Ordered items on 16th December still not got all of order meant to be 2-5 delivery. Then insult you by offering a £5 gift voucher.”
“Do not buy anything from this store. My wife bought a bracelet. The clusp would not close when she brought it home. She toook it back to Debenhams, and was told they could not do anything. The store staff were ignorant of my wifes shy nature and lack of english knowledge as she is Indian. The store just refused her request on all counts, untill my niece who had worked in retail industry intervened. Every thing changed, and my wife received a new braclet that worked. Incidently, 3 years ago i told my wife not to go to Debenhams becuase she bought a watch and didn't work when she brought it home. When she took back, she was told "thats normal" . My wife rang me from the store, I told the checkout girl, I am coming over. The watched replaced instantly, after I told the checkout girl and her manager how "stupid they were". DOES ONE NEED THIS - JUST DONT GO THERE.”
“I ordered the Oak effect 'Stowaway' extending table with the set of 4 Oak effect 'Stowaway' chairs online on the 24th November 2018. Then I received a confirmation email stating that they will be delivered on the 7th December. The set of chairs actually turned up on the 3rd December which is great. But the table never turned up! Emailed to Debenhams the first time and got a reply on the 4th December with a delivery date set on the 8th December. I waited at home for 12 hours from 8am to 8pm, nope, the table didn't turn up.
Emailed Debenhams again the second time chasing my table. Replied on the 10th December with "the item has not been dispatched." As I needed my table together and the chairs for Christmas, I emailed back and request for a confirmed delivery date.
Third email received from Debenhams on the 12th December, "the item Oak effect 'Stowaway' extending table was cancelled."
What a service is this? No solution nor any alternative. Then I get a £10 e-coupon as promised on the 13 December after my complaint, which I still haven't received after a week.
Anyway, I don't care about the coupon as it is nothing. I then asked Debenhams to arrange a courier to pick up the chairs as I'm not going to use it without the table, obviously! All is arranged and confirmed on the 14th December by email that the courier will come on the 20th December.
Again, waited for over 11 hours in total, with the first phone call made to the Customer Services Team at 5pm to ensure the courier will come on the day. "Yes, they are" is the answer I got. Rang the Customer Services Team again at 7pm, waited and spoke to several people, phone call lasted for 30 mins. "No, they are not coming today. Please call again tomorrow to arrange for a collection."
Honestly, this is the worst online shopping experience ever and it is from Debenhams! Unbelievable! There is no Customer Services at all and nothing gets done even after the confirmation. I will never shop with Debenhams again!”
“Appalling service. My order was dispatched on 3rd December for delivery on 7th but after 4 phone calls to customer service I am still waiting for it to arrive. I have been told it first of all went to the wrong address and now it has been sent to the wrong distribution centre. I have continually been fobbed off by customer service with promises of delivery and am pretty fed up with the whole experience. I certainly won’t be using the Debenhams website again.”
“Really awful experience. Bought a dress for a wedding online on the 22nd of November and should have been dispatched the latest on the 28th. Still no sign of it. It's been two weeks and a half now.
I wrote two emails complaining.
They answer to my first email that they were going to find out what the problem was and they would contact me in 3 working days. Nobody contact me. I wrote the second email complaining again, they said there were sorry I didn't get any answer to my first email and that they would contact me in 48 hours. Nobody contact me again.
I was never able to track the packet. I never get answers, they just ignore me.
Very unprofessional service, I do not recommend to anybody to use the online shopping in Debenhams.”
“Ordered 2 items as C&C, got just 1, another one got lost, no one get in touch with me, had to phone and wait half an hour to get some answers, not happy at all”
“Hermes order supposedly signed for by me when I was out at work 10 miles away. Debenham's suggest I wait THREE days while they investigate. Order worth £168. Plan to report the fraudulent use of my signature to the police.”
“Bought a £65 childs coat in the sale. Firat of all my hermes delivered it twice to the wrong house. All debanhams said was i would have to wait for hermes to find it. When a lovely neighbour after reading my "where is my parcel post on facebook said he had it i finally got it a week later. After 2 weeks the inside pocket became unstitched. My 6 year old daughter then picked a bit of the stuffing out. Ive complained to Debanhams today to be told ive got to take it 45 minutes to the nearest store so they can assess it. Terrible customer service. Will never shop at Debenhams again!!”
“I ordered 2 items of make up , paid for a nominated day ,received an email advising my goods would be delivered on 28/11 between 8am-6pm, was in full day and at 8pm rang customer services I was told they were sorry but parcel would be delivered my HERMES on 29/11, I tracked my products today and guess what its still saying at local depot,rang customer services at Debenhams again to be told it might not come today it could be tomorrow, please don't pay for nominated delivery your wasting your time and money, I am now waiting for Debenhams to call me back as they are trying to contact Hermes!!!!!!!”
“They reject my my claim just because the name driver on my policy changed her job and I did not notify them. Also, they have been advised that name driver new and current "Nanny" job has been rejected (unacceptable) by their Watford underwriter and due to these reason they are going to cancel my policy.”
“Send I really poor packed retuned items never again I would shop somewhere elsewhere for Braun brand items. Even some missing parts. Amazon much better for peace of mind.”
“This should really be 0 star but your description of what stars are no one has been rude... actually no one has done anything. I placed an order for click and collect promising it will be available to collect on a certain day but it was then delayed. It’s now over a week on and I had to chase down customer services which is a shambles as I now don’t want the item as I can’t get to the store now as it’s past the agreed day that works for me and they can’t refund me till the item arrives in store... whenever that will be. There was no efforts to rectify the situation or find another solution but have to wait further for something you have to pay £2 for collection in store? Why you have to pay this charge I have no idea when you have to go to the store is beyond me. You’re closing stores due to the climate of retail and supposedly going to develop your online services. Frankly I don’t think the company has any hope if they can’t get the simple things right.”
“I went to Harrow branch to return a faulty garment. The assistant that served me said she needed to Check with Dorothy Perkins team. I was told that it had to be returned to Oxford Circus branch where it was purchased. I explained that I had returned items purchased at Westfield and Oxford Circus previously, but it fell on deaf ears. I was told by a supervisor at Oxford Circus branch that it could be returned at my local branch. I told the supervisor that it must be a training issue and must be filtered down to the branch, she advised to enter my concerns in a review.”
“I went to new Watford Debenhams. I wanted to buy foundation from lancome. I went there several times there was no assistant to help me. When I asked the other staff if they can assist me to find the right shade they said they cannot help me. I thought to go next day, there was noone to assist me. I have been shopping in debenhams all the time. This was the awful experience. I am not going there again and I will tell my friends colleagues not to go there again.”
“Awful customer service. I ordered a wallet for a present which was guaranteed delivery by 5th October. On this date it never arrived. I then contacted Debenhams to chase the delivery and was assured that it would then be delivered on 6th October. I then received an email from Debenhams on 6th October to say my order had been cancelled as no longer available! I then contacted Debenhams yet again to explain my frustrations to say that it could be delivered to me but within 3-5 working days and for my troubles I could get free delivery....my order that was due by the 5th October was already free delivery!!! Shocking service. I am reluctant to use Debenhams again.”
“24 th September a huge glassed display ,on a pillar advertising Urban Decay in the cosmetics hall , fell onto my head and shoulders as I was sitting being served with a YSL lipstick. Glass and heavy panelling cascaded around me, passers by stopped in horror.
Staff response was appalled sympathy, mine was total shock followed by a painful bump on my head, a huge headache and sore shoulders.
I was aware the situation may deteriorate if the headache got worse, a brain injury following head trauma can be fatal.
As I’m a medic I decided to leave and visit Aand E should things worsen.
I was going on holiday in 2 days time and wanted to be on my way.
An accident book was duly signed and I was assured the incident would receive immediate attention and that I would be contacted as soon as I returned on 14 th September.
Of course given the appalling maintenance standards resulting in a serious accident, no contact was made.
I had given an email address and told the manager to use that , not a phone call. I want accountability for negligence to be recorded.
I ended up with delayed shock and shoulder pain for the first week of my holiday.
My enjoyment of shopping in a department store is forever tainted by a totally avoidable incident.
The building is unsafe, one could die !
I’m lucky the glass didn’t scar my face or that I didn’t have a subdural haemorrhage,.”
“refuse to honour offers. (Even though I have screenshots to prove it). Staff could barely string a sentence together, let alone try and help. Customer service are just as bad. Emailed the MD. cannot give zero stars....”
