“Shoddy systems and absolutely awful customer service. I paid extra for next day delivery only for the item to be sent by standard delivery. I was told as it’s a concession brand (Monsoon) they can’t do next day delivery. Well, why is there an option of next day delivery at check out for that item then! They have taken extra charges for next day delivery happily while knowing they can only do standard delivery. And the customer service keeps on sending me the link on their website which shows next day delivery is not possible for concession brand. That’s fine but the option for next day should not pop up at check out for those brands then!
Don’t order from this awful company! I wish I had seen the many bad reviews before I placed orders with them.
Many more amazing high street retailers where people can take their business.”
“Website is sooooo slow pages flick about from the one you want to different ones. Drives me insane which is good because I would probably spend a fortune if I didn't get so frustrated!”
“Can you upgrade your website because it has become really hard to browse and I have realised that the website has become even more slower now. It’s really annoying”
“I would definitely order more from Debenhams but I can't seem to use the website, its really slow and jumps around. They will lose alot of business as I always give up as it's so frustrating. I wish the Debenham's shops were still open!”
“Total disaster
Do not use this company online.
I returned 2 garments over a month ago worth £150 , confirmation of tracking with Royal Mail 48 which they say cannot be tracked even though I have supplied evidence of arrival at depot. A month of being fobbed off every 2 days, please wait 72 hours, please wait 48 hours, being passed around a customer service system and getting nowhere. Nobody really cares! Been told that my contract was not with Debenhams but I should have read the small print, it’s with Jolie Moi!
Beware! Don’t risk an order with this shambles of a company!”
“Debenhams Review based on an order January 2023
I find it sad that a household name such as Debenhams has now degenerated into just an online presence, and would have hoped they’d have learnt their lesson from going into Administration in 2021. However, a recent purchase from their online store proved not only an unnecessarily stressful and painful experience, but one proves without any shadow of doubt that Debenhams have zero scruples or acceptable level of customer service.
The experience started with the purchase of a rugby shirt. This was eventually delivered by Evri – who despite clear signage left our gate open, thus letter our dogs escape. Dogs rounded up, and no harm done – about the only positive to be taken.
Shirt was too small, and therefore tried to return the top. However, Debenhams make the return process as difficult as possible. Despite countless communications with Debenhams through their Facebook Page (Messenger), they put as many obstacles in the path of a return as possible. Dead links, expired links, promises to reply to queries - but don't. And for all that, they charge for returns.
Eventually my patience worn thin. I posted a 1 star review to Trustpilot – note, 60% of 7703 reviews of Debenhams on Trustpilot are 1 star (and with common theme!). Debenhams “Group Escalations Team” replied with link to a Returns Label, which I used, and was told a refund could take up to 15 days. We’ve passed the 15 day deadline, and without and shred of surprise, there’s been no refund. A follow up email to their “Group Escalations Team” is met with the usual level of customer dis-service requesting further information of the return – remember, they supplied the Returns Label !
This is by far the worst online shopping experiences I've endured, and will certainly be the last.
Debenhams - once a household name, now an utter disgrace.”
“Really slow, clumbersome website. Was going to buy clothing that I wanted, however website too slow and kept jumping around so instead bought the same clothing from Amazon with no issues. Sort your website out because your loosing loads of business .”
“Ordered an item online. Never received it and Debenhams not refunding the delivery charge! Then to add injury to insult offering me discount on my next delivery order from them. Why on earth would I order again from a company that used a delivery company that fails to deliver an item and charges me for it. Come on Debenhams, time to get real !!”
“Website is soooo slow, it takes ages just to turn a page, then you get half way through and it wont go any further. So you see a quarter of what you want to see. I managed to order a couple of things, but not all I wanted. Debenhams you're losing customers!”
“Tried placing the same order online twice to be told that there's an error with payment so we've emptied your basket....so frustrating!!!
I shall shop elsewhere!”
“I ordered two pairs of shoes, same style, same size (10), different colours. What I received were two shoes, 1 with a completely different style to which I ordered, and the other in the wrong size (9).
I used to receive pretty good customer service whenever I shopped at debenhams in person, but if this is how their now online store operates, then I'll stick to shopping elsewhere.”
“Absolutely disgusting company. Paper work wasn’t sent with items, so if you want to return something that doesn’t fit, it is impossible! They are stealing from people. Will never shop with them again.”
“Been trying to get a refund now since early nov2022 only way to contact them is through social media and you speak to a different member of staff every time getting nowhere never never will I order from Debenhams again looks like I won’t be getting my refund as they blank me”
“Still waiting for reply form Debenhams. Can't believe how down hill debenhams have gone. Order dumped outside my door. I was at work and received picture from Evri (rubbish Hermes) if i knew Hermes was the courier i would not shop with Debenhams. Refund my account. I came home parcel missing. Surprise surprise!! No way to run a business DEBENHAMS 👎🏽💩”
