“bought a table from them the wood has as split contacted them telling them about fault said they would send courier to pick it up gave me a 8am to 8pm delivery waited in all day never turned up ,complained only to be told sorry and given another 12 hour slot for pickup absolutely disgraceful will not shop with them again”
“Paid for next day delivery only to be informed by courier on delivery day they did not cover our area had to wait 4 more days. No call or email from debenhams of apology or refund of extra delivery charge. Customer service non existent, wasted hours of my day. Would never use again. Wish I had read reviews first. Avoid at all costs.”
“I found it difficult to set up the policy as they were demanding lots of documents, some of which I had no access to and declining some documents I sent without good reason. They only accepted the documents after I told them I would cancel. I received no info when the policy came into force and would not even provide a clear answer when I tried to get confirmation that I even had the policy. I have no faith in this insurance company.”
“Ordered 3 items in the sale, collected parcel from the store, although the bag had my name/address on it the items inside were not mine and the invoice addressed to someone else, they could not send me the goods I originally ordered because they were out of stock, all I got was an apology, no discount offered on a future purchase or gift card, just an apology.”
“Order Travel Money from Debenhams US $1500 online, after payment there was an error on line. I called their so called help line twice waited 25 minutes and 30 minutes respectively with no reply.”
“I bought a White Diamonds Night Elizabeth Taylor perfume from Oxford Debenhams on the 10th Jan 2018 and when I opened it, I found out it is faulty. There was no White Diamonds Night perfume smell but just a smell of spirit!
I contacted Customer Service who in turn asked me to contact the store to return the item. I may have called at least 10 different people so far from the numbers given on line under Debenhams and they have given me 10 different phone numbers to contact the store in Oxford. Some numbers did not even work and some were incorrect. At last, today after about 45 minutes to 1 hour waiting time (getting cut off, putting on hold, and trying different numbers that were given to me again, forwarding my call and then getting cut off etc etc) I got through to a Supervisor at Oxford branch.
She said that she can’t accept a return due to hygiene reasons, since it is a perfume and that is the Debenhams’ Policy!
Customer Service has stated in one of their emails to me that I CAN return the item even if it is a perfume/fragrance IF it is faulty, which is why I was trying to return it and get a refund. The perfume does not smell as it should be, and it is faulty! Otherwise why do I try to return it??!!
This Supervisor at Oxford Store further asked me to find Elizabeth Arden Customer Service number on line and speak to one of them to resolve this, as it is their product. I thought that was such a bizarre request as I have bought the product from Debenhams! She insisted that it cannot be returned due to hygiene reasons and hence I got to speak to a Customer Service at Elizabeth Arden! I asked to speak to a Manager and Eve said that there was no Manager available. I asked to speak to an Assistant Manager and she said that there were no Assistant Managers in their Store. I did not have any other alternative but to speak to her who she claimed to be a Supervisor. Anyway, since she was not helpful at all…
I spoke to Elizabeth Arden Customer Service as she suggested; and a person spoke to a person called Jude who said that I really should speak to Debenhams as that is where I bought the product from. He was quite surprised that I have been asked to contact them by Eve!
Then I called back the Debenhams Customer Service and once AGAIN explained the situation (as I get a different person each time I call!!) and this person said that he will transfer me to the Store to speak to someone there. When transferred, my call was cut off!
I called your Customer Service yet again. I was holding on for a while and then a lady came on the phone and after another lengthy conversation, she put me on hold for another 5 minutes or more until she spoke to Eve at Oxford Store. She came back on the line and asked me to speak to a Manager , a Manager who was not available few minutes ago!
Anyway, the Customer Service could get hold of a Manager at the end called who is willing to refund the money for me if I bring it to the store.
I will be going to the Store tomorrow, hopefully, to return the item and get a refund.
My complaint is this-
Why was I sent a wild goose chase like the way your Customer Service people did? I was on the phone for at least 45 minutes to 1 hour, who is going to pay my telephone bill?
I have to pay for a return ticket to go to town tomorrow in order to get the refund, who is going to pay me that?
Why does Debehams have to make customers feel so frustrated by trying ‘not to’ help? Where is your Customer Satisfaction??
I am appalled by your service; honestly, it is not something that I would expect from a renowned place like Debehams. In all my honesty I don’t think I WILL EVER shop with you again, never!”
“Tried to place order online, discount was successfully applied but, would not load the payment page. Phoned Debenhams customer service and placed on hold. Eventually after a 45 minutes phone call, most of which was on hold told I couldn't continue with the order as the 15% discount code didn't apply to the goods being ordered. At 30p per minute local rate for phone call, I'm not a happy customer. Bad show Debenhams!”
“Always shop in Debenhams however ordered 3 Clinique items online for my mum’s Xmas But the free gift was not in stock which I suppose is acceptable at this time of year - picked the items up today in store at Debenhams and took them to the Clinique counter and asked to purchase a gift box for them- not allowed to do this!!! What!! - poor service”
“Shocked and appalled at Debenhams customer service. Ordered a pair of shoes for a family wedding for the mother of the groom on 1st December which still, 20 days later, have not arrived.
After calling Debenhams, and spending 20 minutes on hold, I managed to get through to customer services, who said the shoes had been lost in transit and assured me they had sent a replacement pair which would arrive via express delivery the next day. Two days later, the shoes have not arrived. I called customer services again (on hold for 25 minutes this time), only to be informed that the shoes have been sent via standard delivery and could never have arrived next day. They are now expected to arrive on Saturday, the day after the wedding.
Completely unacceptable to not only have to deal with the disappointment of the initial order not arriving but to then be misinformed by customer services, leaving the mother of the groom with no shoes to wear to her son’s wedding.
Our family will not be shopping with Debenhams again and will ensure all friends and contacts are aware of this appalling service.”
“Beware fake reviews on this site, easy to spot. Debenhams sent wrong item and despite contacting them 5 times I've had no response and no interest and of course no refund”
“Appalling.
One item delivered so one star. Second item - I was informed that it had been 'despatched' My Hermes tracking still said waiting for your parcel. Tried phoning Debenhams, a recorded message said there could be a 5-10 minute wait. Tried e mailing, got a ticket number . Phoned the next day, waited 24 minutes listening to recorded music. Yes I really wanted this item as a gift. Finally, someone came on the line and said that as the tracking had not been updated for 3 days , the parcel was considered lost in transit. I was offered a refund which took 3 minutes to authorise and give me a number and confirm that the long phone call was not free.
My husband tells me that Debenhams had a new CEO to improve company especially online side, he has failed!”
“How Debenhams ruined Christmas.
I ordered a laptop for £1500 from them, booked the day off work to receive it, then 22 hours before it was due to be delivered, they cancelled the order saying it was 'unavailable' - except it was available, they had just INCREASED the price by £410. Despite this I had everything organised and time was running out to get it before Christmas (this was the 9th), they ignored every e-mail I sent, I was unable to contact them using their live chat system either.
I know what you're thinking, "So don't shop at Debenhams then, get it somewhere else" - but they have taken payment in full, despite cancelling my order haven't refunded it back to by card - I'm actually having to go to the bank and declare it a fraudulent transaction in the hope of getting my money back and I don't have a spare £1500 just lying around, but now it'll be too late to get delivery before Christmas.
Don't risk having your day ruined, avoid Debenhams at all costs.”
“Got my order -candelabra for Christmas and it's all in scratches!!!! Never expierenced such an awful quality!! I ordered from Norway so it is too much effort to return it, but never ever ordering from here again! And would offer for other international buyers to avoid thos shop!!!”
“They are useless takes at least 1 hour on hold before you speak to someone, when you do eventually get on the phone to a person they are rude and don’t help you at all.
Made a claim didnt fight my corner and put me at fault straight after I made the claim although I had proof to prove I wasn’t.”
“Everything went wrong. Deliveries, timing, customer service, communication... it's unbelievable that this pretend upper class store provides a level of service that would not even be able to compete with Primark.”
“Really dreadful customer service. Part of my order was not delivered and when I checked after a couple of days it had been returned by the courier. 20 mins wait to speak to customer service to find they wouldn’t send a replacement, and over two weeks later and after constant emails I am still waiting for them to credit my card. Such a shame as they have put me off ever ordering again. My Daughter actually works for them and in store their customer service seems good. Online it’s the worst I’ve ever experienced”
“I went in the shop which is based in Southampton they are very rude especialy girl which was working with Estee Lauder productas she was very rude and lazy to help ...I spend lot money in that shop but I think that today was my last visit there...”
“Very poor customer service. Waiting for call to be answered for 20 minutes. No apology for the delay. My order could not be cancelled or amended despite manager explaining it had not actually been dispatched yet. I had to suggest ways I could get my items. The solution was to try to purchase the items in a store rather than the order I had placed on line. When I was put through to the store to check if the items were in stock I was promptly disconnected and had to call the store myself which resulted in another 35 minute wait. I shop at Debenhams but would not do so in the future due to the poor experience I have had today and previous experiences of poor customer service.”
