“I bought a tv cabinet 3 weeks ago. It arrived with missing parts. When I payed my builder to come and install it we discovered most of the parts are missing. :( I’ve asked for a refund since , I Have Not received one ! And since that the company have not come to collect the item when scheduling with me the pick up. After a couple of weeks it was scheduled for tomorrow- Friday. Which they expect me to be home all
Sitting and waiting for the delivery to pick up the parts I have. And again they postponed me. I feel
Sick and tired from this , I didn’t signed for this romance. All
I wanted was a tv cabinet. I Do not suggest to buy from them as they are taking off all responsibilities by saying - “we are the third party , we are not the furniture company “. I don’t care. I payed you very good money to you. And I want my money back. This is a nightmare. Take responsibility. Bring me my money back .”
“I ordered a mascara, which didn't arrive. I wasn't given any information relating to delivery either on my computer or my phone Customer no ect. The payment went out of my bank. This was all done through PayPal. Attempted to contact PayPal and Debenhams...Very unhelpful !!! I had no information relating to the sale,as it hadn't been given to me. They refused to help. Have had £40 stolen, as they insisted it had over the date. I would like to know how many others this has happened to,as I'm sure there will be loads. Some one has git my money and I would to know who???”
“Debenhams is an absolute disgrace of a company, ripping people off without a care. Their customer service is nothing short of horrendous. Every time I’ve tried to resolve a refund issue, a different person responds, and I’m forced to resend the same information over and over again, with no resolution in sight. They blatantly refuse to take responsibility for their mistakes, leaving customers out of pocket and frustrated. It’s clear they don’t care about their customers, only about keeping our hard-earned money. This company is a scam, and their entire process is designed to wear you down. Stay away from Debenhams if you value your time and money!!!”
“On the 6/9/24 I received 2 Wallis dresses. Debenham owns Willis. When the dresses arrived, straight away I noticed a stain on one of the dresses, the dress looks like it has been worn and washed several times. It was a second-hand dress that they sent me. I didn't even try the dress on. I contacted Debenham straight asking for the dress to be returned. Within 30 minutes I handed the dress to the post office. Debenham received the dress on the 7/9/24 I'm still awaiting for my refund. Debenham has be come unprofessional.”
“i ordered a 90ml bottle of prada perfume intense...with nxt day delivery.. code freedel..!!!!...that was 4 days ago!!! it is now monday sept 23rd and im still waiting for my order????? i have evidence of the £116 you charged and took from my bank account!!!! what is going on please????????????????????”
“Biggest load of rubbish i have ever bought and will pursue the product i bought on line with the Trades Description Act Department. They have lied about the quality of the material which was in reference to a free standing cabinet which they said was a well engineered wooden cabinet but is nothing more than a cheap chipboard. The product is awful and even at the sale price is an absolute rip off. The product comes as a flat pack assembly and they don't tell you this unless you refer to the returns policy. I will put the item together and take it to a charity shop. Debenhams are nothing more than a bunch of con artists and should not be allowed to sell certain products that do in no way comply or meet the purported description they give. Jesus, one would have to be raving mad to pay the original price of well over £100.”
“Bought a metal double rack from DBZ Partners H&O Direct. The shelves and coat hangers were plastic, one shelf didn’t have correct perforation, so could not be put into place. Bottom shelves were made of wire instead of what shown. They immediately take your money and customer service doesn't respond completely to your emails. The manual is a joke, written in mandarin. Such scammers are operating in the name of Debenhams!”
“I bought two dresses in line but neither fitted so had no paperwork google what to do but couldn’t find order number keeper emailing support with no joy then they replied but to late to send items back no response to any of my emails since terrible service wasted £80”
“Bought a table and chairs but when it was arrived the table was much smaller than the pics in the ad / product listing. When I complained I was told they couldn’t give me the correct table and instead I had to repackage the products to arrange to wait in to get it collected to get a refund. It’s Debenham’s mistake and false advertising but I have to sort it out to get my money back, I have an 8 week old baby and cannot do this so am having to keep the incorrect product. Awful customer service and illegal advertising.”
“If you wanna be scammed by Debenhams just ordered!! They send me a sofas in different quality, size and colour, no phone number and text messages person don’t care of customers just supporting them scammers sellers , very bad service they do to UK people, I’m lost £1300 with my sofa order like .”
“Ordered items on 8th August,paid for delivery, Evri lost my parcel and Debenhams say they have 30 days to consider whether they will return my money as they have to investigate it. READ THE SMALL PRINT. It's there that they have 30 days to consider returning your money. So it appears that paying extra for a fast delivery is meaningless!!The customer service is ridiculous. I still at this point have not received my refund. I will never ever use this company again!!!!”
“Returned my item (as it was fake) got my refund. But not the full amount. The thieves kept postage I paid for delivery. But no worries. I will contact them ombudsman and trading standards”
“Worst company to order from. No wonder they had to close down. False advertised an item. When they obviously was never going to have it in. I got a refund eventually but they tired keeping my my extra delivery fee I paid for. Suggesting they didn’t know if want it back. Totally fraudulent. You can buy most of the items elsewhere. I suggest you do. This company is disgusting.”
“Avoid!! Missed half the parts for the furniture I bought for summer and 2 months later I am still missing them. Very quick to blame other suppliers rather than taking responsibilty and sorting it out themselves.
Terrible service”
“Twice I have recently shopped via Debenhams online and both times now I have had extreme difficulty returning very simple items. From my order number not being recognised to having difficulty finding clear instructions on what to do, it seems this company is making it as difficult as possible for people to return items in the hopes that the returns window passes and they can keep people's money! Whilst the customer service reps I have finally managed to speak to have been very helpful and polite, I feel I shouldn't have to even be speaking to customer service over what should be a simple return process like every other company in the world seems to provide!”
“Terrible service. Recieved a faulty item, only half a refund which included a fee, which is against the law.
Don't ever shop with them, they are just a reseller, go direct to the retailer as you will have to deal with them directly when you have an issue anyway.”
“Debenhams is not the same as it once was! I bought a bed for my elderly grandmother as she insisted to buy from 'reputable Debenhams' she was referring to the reputation over 20 years ago. The bed arrived and we had a handyman booked to build the bed (£200) the handyman cost us. The bed arrived and the headboard was damaged slightly. We couldn't leave my Grandmother without a bed as we gave her old bed to a charity on the delivery day to make space in her room for the new one. so the handyman built it and I informed Debenhams straight away with a picture. They said they facilitated a company called GFW to sell the bed on their platform. Oops. Alarm bells ringing. question was we didn't buy from Debenhams?? receipt says otherwise. They said they will replace the headboard immediately. I said ok but the bed is already built and took 3 hours to do so, we don't see the point to dismantle it, hire the handyman again as this is adding to unnecessary higher costs so suggested Debenhams offers a partial refund which is fair. Debenhams said they agree but cannot make that decision and GFW declined and offered to send the replacement part headboard. I agreed ok. then i receive a message to say i have to wait a month for the replacement as they are out of stock. They didn't even check their stock before offering a solution. Debenhams pretends it wants to help but ultimately says its powerless to make decisions. I would urge you to check if you're buying from Debenhams or a third party because this shopping experience has been horrible for me and my elderly grandmother.
Date of experience: 13 August 2024”
“I still haven't got my refund and its been 3 weeks. Absolutely incompetent. No phone number to call and no agent overseeing an issue. There are only social media platforms to make any contact. You don't get assigned to 1 agent so they can oversee the issue. Instead, you get asked the same questions multiple times and different agents answering your questions. I ordered an item that had a part missing. I requested a refund and to have it picked up and I was told I have to wait another week before I hear back if this is ok. Bearing in mind it took them 7 days to actually send the item! I was advised that as Debenhams is an online marketplace they need to contact the supplier directly to find out what to do do next. As a distributor they are responsible and have a legal obligation to offer me a refund and a pick up the item that is faulty. The stupid this is that the item could have been ordered on amazon with next day delivery. What an utter disappointment Debenhams and quite frankly, with the customer service you offer I can't imagine this business will last long! Agents that should be named and shamed are Joy, Zyrene, Florelyn M and a supervisor called Marylou”
“DO NOT ORDER - Total lack of customer service. ordered items which arrived late. I'm trying to return the items and no delivery label available, although it's less than 28 days since I received the items.
No way of getting hold of them other than emailing. This process is so stressful”
