“Worst shopping experience I have ever had, ordered trouser suit which was delivered with a completely different jacket this was returned using Debenhams procedure weeks ago, I have been chasing my refund for weeks and keep getting asked the same questions over & over. Cannot actually speak to anyone. I am reporting to trading standards as it all seem very shady. I 100% would never shop with Debenhams again because of this experience and totally expect never to see my refund!! Shocking service, steer clear. Should also add my deliver was arrange for time slot which didn’t arrive it arrived with our just eat order delivery driver at 10pm at night shocking service. Are just eat and Evri the same company or what”
“5th time ordering from them now, every single delivery their has been a problem. I took a risk this time as its my sons birthday and surprise surprise been let down! Paid extra for express delivery to be told I need to wait till it's gone passed 10 days to get a refund. Absolute joke of a company.”
“Atrocious Customer Service, special religious festival gift bought for next day delivery never even arrived, I had to deal with a barrage of automated responses from AI bots, eventually after three weeks of nonstop emails, gave me a refund, no compensation, nothing, my little sister was the only person without her gift at our family gathering, what a truly awful experience and company, avoid at all costs.”
“Terrible online buying experience - the delivery DX seems to pick And choose what to deliver. Twice items have gone astray - second time came up as delivered - but tracking evidenced back to themselves. Trying to explain this to customer service is appalling - they simply end conversations when it gets too much for them to explore properly so you have to start all over again. I had 3 conversations via email with separate admin. Each one asking me repetitive questions. In the end I copied supplier, delivery And Debenhams into emails before agreement of refund - Debenhams Isnt Debenhams anymore - it’s a drop ship supplier in my eyes - go to Argos instead”
“Ordered a bag, said it had been delivered, it hadn't been and couldn't provide proof of delivery, eventually received a refund via gift voucher, not how i asked for a refund as there wasn't anything I wanted, a while later I wanted to place order but couldn't find vouchers, had to request 3 times, they finally sent them, tried to order, couldn't use vouchers when i finally got an answer they said the vouchers had expired, they sent them a day after the vouchers had expired, if they had sent them when I first asked I could of used them, it was £90 of vouchers, refuse to do anything about it.”
“Ordered a bin online then realised it was wrong colour. Canceled within an hour, customer service team said it was cancelled. A week later then send an email saying the bin has been shipped (a week later). They emailed and said don’t worry it’s been cancelled. To then email me again later saying we’ve sent the bin today, wait a few days and return it? So I’ve now got to wait 4-5 days and then pay to return it when they said it was cancelled. Customer service team are useless, avoid purchasing.”
“Ordered £1200 worth of bridal wear. Firstly, my package arrived four days late. Secondly, when I opened it, its entirely the wrong order. A couple of jumpers and a coat. The process to return the items and get a refund is ongoing and no urgency their end either. Avoid at all costs!”
“Ordered a bed from Debenhams website. Received an email to confirm the order a week later with no communication a 50 year gentleman randomly turned up with a super king base alone. Had to assist him with the product, not taken up the stairs, bed damaged. Contacted Debenhams and replacement items sent with no update. Bed needs dismantling to refit with no offer of any help. They clearly have no governance checks on resellers and the customer service is appalling. Deal with them at your peril.”
“I’ve had one of the poorest customer service experiences with Debenhams. I paid for express delivery, yet my order has now been delayed by over 7 days with no clear communication or resolution. What’s more concerning is the lack of a straightforward complaints process, which makes it extremely frustrating to get any accountability.
In a highly competitive market, this level of service is simply not acceptable and risks damaging customer trust. I will not be surprised to read the news that this horrible company went under.”
“you are lucky to get one star . I have never asked for any insurance for delivery and have been charged both times Chat has sorted things out and even sent you emails on my behalf ,to no help . I am blocked from any further communication . Are you being honest with you customers”
“I purchased a velvet jacket which was too small. I returned the jacket with proof of pick up and delivery back to their depot.
They can't find it and refuse to arrange a refund with klarna. They originally messed up the order number and items ordered.
They have been completely incompetent and I think I've had about 4 or 5 people contacting me on this regard and nobody has a clue.
Still no refund.”
“Absolutely appalling experience when shopping online with debenhams! Very poor quality of items. Return is nearly impossible - I have sent unwanted items back, in the original packaging with return slip attached on 29.03.2026. Still no refund. Customer service is bunch of incompetent ppl. I don't think I'll get my money back. Shopping at debenhams online was biggest mistakes of my existence. I do not recommend!”
“If I could put less than i I would
I bought a bench it collapsed after 7 months... they only guarantee for 6 months... No where is this made a fact when ordering goods
I ordered string lights and returned them after the bench situation. Paid £ 14.99 for them and got £ 13.00 refunded.... Its ridiculously dishonest and appalling....”
“ust shocking! I have been trying to sort an issue with a faulty item since Janurary this year!
Originally I wanted a replacement which apparently they couldn't offer however the item is still available to purchase on the website so that was clearly a lie.
I agreed to a partial refund after about 2 months of trying to get a replacement.
I am yet to receive the refund.
I have never experienced anything like it.
I would highly recommend to just avoid buying anything from this retailer.”
“The worst ever
They sent me a used item and I wrote several times to return and have been unable to return the item.
This company does not represent the Debenhams which was once on the British high street”
“Absolutely shocking service from a business that now appears to be online-only.
I purchased a high-end perfume and heard nothing for an entire week. The only update I received was an email 2 days ago claiming there was a delay and that I would receive my order within 24 hours. Over 30 hours later, the item hasn’t even been dispatched.
Customer support is nothing more than a useless AI that repeats the same responses without addressing the issue.
I was also promised an update by 9pm yesterday — nothing arrived. When I chased them again, I was told my order would arrive within the next 10 days and that I shouldn’t contact them before then. Seriously?
Completely unacceptable. No accountability, no communication, and clearly no interest in retaining customers. Avoid.”
“At last I have got the money for the item I returned 3 weeks ago. I have emailed many times, getting many automatic replies. I was asked for proof of posting when DBX had already acknowledged the return, They said the money was in PayPal which it wasn’t and I felt like I was asking the impossible.
If Debenhams had a phone number for customer services it would have been easy to explain the problem.
I am used to Next and M&S where the money is refunded immediately. No more ordering from Debenhams for us.”
