“Horrible experience from beginning to end.
The item I received looked nothing like the advertised photos - it was a completely different colour and falsely represented in the listing. Trying to return it was a nightmare, as I had to deal with extremely poor customer service through live chat, the only available option. Every deadline they set was ignored, and I had to repeat my issue nearly every day for three months because no one seemed to keep track of the case.
To make things worse, they only allowed drop-offs and refused to offer a collection service, despite this being a large piece of furniture that I had no way of transporting. They showed no regard for the hassle they caused or for misleading me about the product, and they never once apologised. The live chat agents were unprofessional, often rude, and so careless that they didn’t even form proper sentences. Many times, they left me waiting while they "checked" something, only to disappear without a response.
This entire experience was beyond frustrating, and I wouldn’t recommend shopping here to anyone.”
“Rug collected by carrier, and receipt given on 25January.
Yesterday I contacted Debenhams asking why no refund.
They said they needed a copy of my returns receipt.
If I had not contacted them I assume no refund would be given
What a terrible Company.
My first only time ordering from them.
They have ruined the reputation of a once great organisation”
“Do not order anything from Debenhams I have returned items but have waited over a month for a refund you can’t get hold of anyone to sort problems please avoid shopping at all costs you will just lose your money”
“Purchased top on DBZ. Very poor quality so returned. Very hard to get returns label from them, poor communication, have eventually returned item and have been waiting over 4 weeks for a refund. Would not use again”
“Want to return item bought but no return note in parcel, I requested QR code or label but was told DBZ and not Debenhams ?, I ordered through Debenhams?, sent a link that did not work, I have sent several emails and still no label or QR code, offered a discount just to keep it??, I want a refund, still waiting. Terrible customer service”
“I wouldnt even give one star, ordered dresses, all fine but getting my money back is Nightmare!!….they are sitting on our money obviously making a lot of interest!!…..please beware. I still haven’t had a refund and told could take another 3 weeks….ITS BONKERS!!”
“Bought a pair of shoes and returned them on 3 February. Was told the refund 'could take 3-5 weeks!!! Absolutely shocking banking practice and custom service. The money left my bank instantly and there is absolutely no reason they cannot complete the refund in a few days at most. Will never buy anything from this website again”
“Never order from these people as if you ever need a refund its a very long time to get im still waiting even after several assurances its been done, my latest wait time now is 8 days . lets see if it ever arrives back into my account”
“I am writing this to express my profound dissatisfaction with the handling of my recent order (DUX038273702) and the subsequent interactions with your customer service representatives. The series of events has been nothing short of frustrating and has severely impacted my trust in Debenhams as a reputable retailer.
Order and Delivery Issues:
• Order Placement and Delivery Expectation: I placed an order on February 24th, opting and paying for next-day delivery, which, according to your policy, guarantees delivery within two working days. This was crucial as I was expecting my elderly grandparents to visit and required the items urgently.
• Lack of Communication: Despite the urgency, I received no tracking information or updates regarding my order’s status. My proactive attempts to seek clarity were met with vague and unhelpful responses.
• Misleading Delivery Terms: At no point during the purchase process was it indicated that next-day delivery excludes concession items. This omission is misleading and has caused significant inconvenience.
Customer Service Experience:
• Unhelpful and Dismissive Responses: My interactions with customer service representatives, were unproductive. Their responses were not only unhelpful but also dismissive, with attempts to incorrectly redefine “working days” to absolve responsibility.
• Accusations of Dishonesty: In correspondence with the Group Escalations team, I was indirectly accused of misrepresenting the situation. Such insinuations are both unprofessional and unacceptable.
• Failure to Acknowledge Financial Impact: I incurred a loss of £500 due to taking a day off work to accommodate the expected delivery. The dismissive attitude towards this financial impact demonstrates a lack of empathy and responsibility.
Current Status:
• Order Not Dispatched: As per the latest information from Yodel’s tracking system, the parcel remains with the sender, indicating it hasn’t even been dispatched. This is a blatant violation of the promised delivery timeframe.
Demands:
1. Immediate Dispatch and Expedited Delivery: Ensure that my order is dispatched immediately and delivered without further delay.
2. Formal Apology: An acknowledgment of the mishandling of my order and the unprofessional behavior of your customer service team.
3. Compensation: A refund of the delivery charges and compensation for the financial loss incurred due to your service failures.
Failure to address these issues promptly will leave me with no choice but to escalate this matter through appropriate consumer rights channels and share my experience on public review platforms to inform potential customers of the challenges I have faced.
I trust that you will treat this complaint with the seriousness it warrants and look forward to your prompt response.”
“I placed an order and wrote my new address, however for some reason the new address written was billing address and they shipped the whole address to my old address, I contacted them after placing the order immediately and they said they can't help in any way and the order was delivered to my old address and I lost all my money!”
“I ordered pink teddy fleece bedding. When it eventually arrived l was shocked and disappointed at the colour and quality of this product. Very poor material and it looked extremely dirty and dull definitely not a product l would put on my bed. I did try to wash it thinking if it was dirty it would come up a better colour but no so l have had to throw it out as l could not send it back after washing it. Choose your suppliers more carefully Debenhams.”
“Ordered an item from a concession at Debenhams online. Returned as it was really poor quality and Shien is a third of the price and better quality items. Never again will I shop here, it takes weeks for a refund you have to keep chasing! I had to keep sending them a copy of the receipt too. Then they were going to charge me £5.15 return followed by a £1.99 return charge unless I had disputed it. More hassle than it's worth! The shop has gone bust, i wouldn't be surprised if online does too with such poor customers service. Avoid at all costs!”
“Request for refund after three requests and a complaint totally ignored and not dealt with. They have acknowledged receipt of my return but they have not refunded to Paypal account. I’m totally outraged.doubt I will get my £233 back ever”
“They never delivered my product and have kept my money. I am still trying to get a refund for product I paid for but I am losing hope. How this is even legal? The customer service is useless and a bit of a joke. The number of people with similar issues is massive. How Debenhams is getting away with this? AVOID AT ALL COST”
“Why such a big company have such poor customer services. As read most of reviews are the same thing about refunding money. Yes! I agree that they quick to take our money. When there is a issue with goods. There is no great support. Debenhams will be loosing customers in the future. I have a case where I am waiting for a refund. Again! giving us the run around and not solving the queries. I wont be shopping at Debenhams in the future.”
“I placed an order for the "OSPREY LONDON The Small Grantham Waxed Canvas & Leather Washbag" at the advertised discounted price, paying the delivery fee as well. Shortly after, I received an order confirmation email, which indicated the purchase was accepted.
However, to my disappointment, I received an email the next morning stating that a refund (excluding the delivery fee) was being processed—without any explanation or request from my side. Upon checking the website, I noticed the same item was now listed without the discount.
When I contacted customer service, they claimed there was a pricing error and therefore refused to honor the advertised price. I highlighted that under the UK Consumer Rights Act 2015, retailers are obligated to honor the price advertised at the point of sale once an order is confirmed. This establishes a contract between buyer and seller. Unfortunately, my concerns were dismissed.
After escalating the matter a second time, they refunded the delivery charge, but the overall experience was extremely frustrating.
I strongly advise against shopping with Debenhams. Their lack of accountability and disregard for consumer rights make them unreliable and untrustworthy.”
“AVOID. Their customer service is appalling, I now think I’m part of a practical joke where the team are just sending the most infuriating emails as entertainment. Took over a month to get 6 refunds. I was charged £5.97 for a return which wasn’t made clear when I made the ‘free return’ labels. Will never order from them again and will warn everyone I can to stay away. Better service and quality products elsewhere for sure!”
“Cancelled my order saying items were wrongly priced. I ordered them again as they were STILL advertised as sale items. They took money and ca called again. I'll need to report them to Trading Stabdards for FAKE SALES,
Don't order, I wint ever again”
“I bought 2 separate item for my wife's Christmas present. A watch that had a broken face and has been lost on return. Now in a 3 way battle between Debenhams, Yodel and a third party seller called Ideal Fashions who supplied the watch all claiming to not be responsible for the refund. It was the 3rd Partys own return label used to send the item back. A second item , a leather jacket, simply returned to exchange for a different size. Yet again a 3rd party seller, called Ashwood Handbags. They received the return on 6th January and as of 24th they don't have an item of the correct size in stock and have not issued a refund. This is not Debenhams as you know it. It is just a website using a familiar brand name to sell items from other sellers. Very difficult to transact with when it comes to returning or exchanging items.”
