“Still not refunded for the items I never received! No replies to emails and WhatsApp and messenger there’s no point. Ai replies back with the same things and when an actual advisor replies it’s short and useless, telling me exactly what the ai said.
I’ve already requested a charge back, they said it’ll be in the account within 19 days!!! I never even received the item so it was not even classed as a return!”
“Returning goods is a joke - really poor service and still don't have my money back for goods returned in May. What went wrong with Debenhams - one time great store with quality goods, friendly staff and a great reputation!”
“Debenhams service is appalling. I have been waiting for 16 days for a refund for an item returned to them the day after delivery. Returned in perfect/wrapped condition and accepted by them on 4th June. They constantly have an AI assistant who tells you to stop emailing, they have now fobbed me off again telling me that customer service will process this but there will be a delay !!!!
Also a pair of shoes that has been worn twice have now broken, they have said I can have a 25% refund. What the hell - so sell shoddy goods and keep most of the customers money - Debenhams used to be a firm favourite in the high street . Sadly they are now so terrible on line , they refuse to help you with a real person, there is no contact number, but hey as long as they can rip the customer off I’m sure they sleep well at night . WOULD TELL EVERYONE AVOID THIS COMPANY AT ALL CISTS”
“The delivery was quick that was the only positive thing.
One of the garments had a torn sleeve and the others were not a good fit
Returned the items. It took nearly 4 weeks to process the refund and I had to chase it
I m still to receive the funds back.
Won't be buying there any time soon.”
“Absolutely awful customer service. All responses were scripted and generic, with absolutely no details on the status of my refund which has been outstanding for a month. The ‘View and Track’ function on the website doesn’t give real time updates either, with my order not even showing as have been delivered yet alone returned. Will avoid buying anything in the future as the return process is awful.”
“Ordered 2 dresses,in different sizes,on separated days.Decided to return both.I have the 2 separate tracking numbers,screenshot of confirmation from the courier that they have been returned,but still no refund.Email sent to them every day now and still no reply or refund.Wsh I had read the reviews on them before I ordered online.Im down nearly £80.Better service from shein.Will not use or buy from them ever again.”
“I made an order from Debenhams but ended up being from a company called mh star (which I have now looked into and they only have a Google star rating of 2h). Since this was one of Debenhams recommend seller I thought this transaction would be ok. It has been quite the opposite. I do not understand why Debenhams would promote company that clearly doesn’t provide a good customer service. The item I ordered looked nothing like the photo so when I tried to return it I had to get in contact with my star who set a collection days for Tuesday. I then waited all day for this collection only to find out their courier had gone for the wrong address.
I am not expected to take another day of holiday to wait in for them to collect my parcel. When I tried contacting Debenhams I spoke to Ivan who was no help what so ever and I was in the same situation as I was before talking to him.”
“One star is too much, very poor customer service, ok when you order something but god help you if you have any problems with your order! Waiting for a response from emails, you have no chance. Will never order from them again, they will not last long if they treat customers this way!”
“I am extremely disappointed with Debenhams. I placed an order worth £2,500 on 4th April, and as of 5th June, I have not received a refund or even a proper response.
The items arrived with missing pieces, and trying to contact customer service has been a nightmare. Emails go unanswered, and there is no one to speak to directly. It feels like they are completely ignoring their customers.
This is absolutely unacceptable for any business, let alone one with such a well-known name. I trusted Debenhams, and now I feel completely let down and out of pocket.
I strongly advise others to think twice before ordering anything from Debenhams online.”
“Constant lies about delivery dates. Eventually admitted my item was lost. Another wait for them to ‘confirm this’ before they can issue a refund and no timescales on how long this will take. Basically we have your £350, you’re not getting what you ordered and we’ll pay you back when we feel like it. Never ordering from them again!”
“Shocking company, totally unable to contact them. DO NOT ORDER FROM THEM, you have been warned. I am waiting for two refunds from them and am getting nowhere. Thank goodness I ordered through my Credit Card, at least I will eventually get my money back.”
“Returned a dress. They received the dress back on 8 may. The refund was processed on 13 may and 10 days later it's still 'working it's way through the system'. Customer service is non-existent: message them on WhatsApp and you just get AI generated messages. Email them and they don't reply. Avoid at all cost!”
“shouldn't even be giving 1 star for this review as Debenhams are a complete disgrace. I ordered two wedding dresses online and returned them both the next day as they were too long. It has took up two weeks to receive one of my refunds back and they apparently issued the other refund at the same time but it is still not in my account nearly a month later. Debenhams owe me £74.01 for a dress I don't own. I would advise people not to order from them as their return set up is shocking. I have been completely ripped off!”
“I purchased a wedding dress from Debenhams. When the dress arrived it unfortunately had several manufacturers flaws (multiple beads dropping off from unravelled stitches and a random coloured bead which did not match the rest of the dress). The dress fitted perfectly and I wanted this as my wedding dress. Unfortunately the dress had sold out on Debenhams website. I contacted customer services via Whatsapp to ask if any more were likely to come into stock - they took multiple days to reply and ignored my question and told me to return the dress.
I replied again, asking the same question and again multiple days later was told they couldn't tell me when or if the dress would return into stock.
A few days later I noticed that the dress had come back in stock. I noticed the price had gone up but didn't hesitate to purchase this as thought Debenhams would understand that I had to repurchase the dress at a higher price due to the flaws in the first dress.
I contacted customer services again asking if they could kindly refund the difference between the two dresses since the only reason I had to repurchase it was because of their manufacturing fault.
They basically told me that it was not their problem that the price had gone up and that they would not refund me the difference. I have been made to feel like it's my fault when all I wanted to do was purchase a dress for my wedding. I'm not sure why I should be the one paying more when it is not my fault that the first dress had multiple flaws.
I also paid for 2 day delivery and the dress did not arrive for 6 days. I will also have to pay for the delivery cost of returning the faulty dress, again something which is not my fault.
Customer services never replied to my email and I received rude and unhelpful sporadic replies on WhatsApp.
This is the worse customer service experience I have ever received. I would have expected more from a reputable (clearly no longer) large company.”
“Your customer service levels are horrendous, you basically don’t have any service levels!!! I would advise everyone not to use your on line ordering and if they do good luck with any returns!! Customer’s have to pay for postage on purchases and also pay a return fee on returns and on top of that you will be charged a £1.99 fee for returning!! (Returning charge)
Debenhams do not respond to emails or text messages.
Impossible to raise my concerns!”
“DO NOT BUY ANYTHING ONLINE FROM DEBENHAMS!
I ordered all black Dune wedged trainers and received sparkle white wedge trainers a child would wear!
I sent them back, and the customer service were awful.
I'm still waiting for a refund after 2 weeks of return and I've just been told their charging me £1.99 for the return, even though postage is free!
I was told I needed to take a picture as evidence the wrong item was sent!
I was also told I should have contacted them before I sent the item back. Well guess what I did!
All they needed to do was check the box before sending out and on return.
Not sure what time of scam is going on there but it's absolutely terrible!”
“Avoid Debenhams l, the structure isn't there. The return process is terrible and hard work, further more they charge you later on £1.99 for returns. The customer service and response time this terrible and unforgivable. Refunds take about 3 weeks to be actioned again another issue.”
