“I will not be using Debenhams again. There customer service is terrible,. They can not be contacted, takes forever,. They can't keep to There police and after. A faulty item returned. Because unable to contact them. I'm charged 1.99 ..yet they owe me a refund almost a month tried to get refunded. Terrible worse service. Wouldn't use them again or advise anyone. Too. Because if you need to find...get hold of customer service. You can't no numbers etc.”
“Extremely bad, do not buy from them, not refunding returned items.
I returned a jacket I bought from Debenhams (Infinity Leather) on 28 April 2025, and Royal Mail tracking confirms it was delivered on 30 April. Despite chasing them repeatedly, they have refused to issue a refund.
The refund process has been string out for as long as possible, asking for more and more irrelevant information (that has already been provided) in order to make claiming a refund difficult.
Under UK consumer law, refunds should be processed within 14 days of return, but they have delayed for months. I still haven’t had my money back.
From my bad experience, I would strongly warn others to avoid this company until they fix their returns process.”
“I ordered a camera and paid for fast delivery, 7 days later no parcel I've been contacting them for 3 days, no reply my item has with distributors for 6 days but not on it's way yet,I've asked the postage back as it would have been quicker not pay for express, once again no reply from non existent customer service,
Do yours a favour use amazon eBay anyone but debenhams”
“I paid for 2-4 days working days delivery and they didn’t deliver for over 10 days.
I asked for a refund for the delivery fee because I was so frustrated for not getting my items in time when I really needed them and then they said no to the refund. So simple but so stupid.
Delays happen I understand but then not taking accountability is a different issue.”
“Absolutely awful. Ordered 24th July and still no goods. Been in touch with customer services x 4 and still no goods. Just keep being told to wait until a certain date. Last date passed almost a week ago and no response at all to my last email. Please avoid this company and purchase elsewhere. So sad as I thought Debenhams was a reputable company.”
“Avoid ..they don't refund your money if you return an item . You have to keep chasing them for many weeks and they just ignore you . Will never buy from them again”
“Items returned, emails received to acknowledge they received the items. Many weeks later I still haven't got my refunds. Have tried talking to customer services but I think it's AI so it doesn't really resolve any issues.”
“Returned poor quality item same day, proof and confirmation received. 7 weeks on still no refund. Disgusting customer service, no phone number all automated emails, weeks for response. Shocking, go elsewhere unless you don't mind them keeping your money”
“Worst customer service ever...trying to get a refund takes many weeks with no reply to emails and an automated machine on whatssapp. Avoid this shop .”
“Never again!!
I placed my first order a couple of months ago looking for a dress for graduation. None of them were right, so I went to create a return. Now, what they don’t tell you when you’re ordering is that items come from different retailers, and that, when you return, each item has to go back to were it came from. So one order goes to multiple locations, meaning multiple returns to create, and multiple drop offs depending on each retailer’s policies. That was enough to keep me away from Debenhams altogether. However, a couple of weeks before graduation I was still looking for a dress. I went to Coast (which I didn’t know is Debenhams in disguise) and placed a £300 order so I could try multiple options once again. They arrived, I tried them on, and I (luckily) found my dress. The returns for the others, however, have been a nightmare.
I’ve had to ask help from my best friend just to understand what to do. The initial returns site is so misleading (it makes you return one item at a time, when you don’t have to). I created the return, sent off the items, and have only been refunded a third of the total amount. There’s no phone number or method to speak to someone. All you can do is text/email them. I’ve emailed them several times over the last few months and have never had a response. Texting/whatsapping/facebook messengering is the only way I have received a response and even then it’s from a bot. Though I ordered from Coast, everything since pressing buy has been done through Debenhams. It’s like Coast is a front so they can hide from their tarnished name.
It’s fair to say I’m never ordering from there again. Shockingly bad customer service and returns system.”
“Ordered bra 2nd July, it was nothing like picture, the returns was very difficult as I found out it was a 3rd party seller finally on the 23rd July debenhams said my refund was being processed, today is the 30th and still not in bank the whole experience has caused great anxiety”
“ordered a pair of trousers and jacket from you which I have returned as it was too small and poor quality. You have received the goods back and I have received emails from DBZ confirming this and stating refund is on way.
Those emails are dated 15th July and I have not received my refund. I paid £209 and this was split in 3 payments on paypal so, I paid £69.67 up front with the same amount in August and September. This means I am waiting for £69.67 to be returned to me and he cancelation of the paypal aggrement and the further two payments. The second of these payments is due on 3rd Aug and I do not want another £70 taken when I have yet to receive a refund and have returned the goods.
I appreciate that returns payments can take a couple of days for the transaction to take place via the bank but, over 10 days is excessive and i can only presume the debenhams delay the payments back to customer.
Can you refund the £69.67 to my bank and stop the Pay Pal processing before it takes another payment. The whole sales process and refund has taken so long, I would thing twice before ordering anything from you again.”
“I returned items and was told on 14 July a refund had been issued. As of 26 July, I still have not received any funds. All communication has been via automated messages, and the company refuses to provide a refund transaction reference or processing date. Others online report waiting 3–6 weeks. I’ve now raised a chargeback through my bank.”
“Returned product end of May. Have been promised a refund but nothing. Just a couple of emails saying I will get my refund and also paid the return money but I issued the receipts as proof. It is end of July this is disgusting. Very very disappointed. I refuse to even think of ordering anything from Debenhams until this is sorted. No other company has stressed me this much . Sorry to say this but this is the worst experience.”
“I have not received a part of my order from 25/06/2025. Still chasing it, no response to my emails, no phone number to call them, per WhatsUp they only tell me to wait a couple of days, still waiting... Asked to return my money as I no longer need that dress, no response whatsoever. It was definitely my last order with Debenhams.”
“I will not be shopping with them again!!!
I literally had to fight for my money.
They lied at first that they had already sent it to my account… It took them three months and they refunded me the money in parts three times. Not all of it but I don't have the energy to stretch for a few pounds anymore.”
“I would never recommend Debenhams now. Since receiving a damaged item in May I am still fighting for a refund even though they collected the item a month ago. Awful customer service. I’m going round and round in circles.
Such a shame as I always thought Debenhams was a name I could trust…”
“Disgraceful. Received an email stating my refund had been processed but 15 days later I have still not received it. Two emails to customer services ( Do they even exist?) and only automated responses received, so no further forward. All I can say to anyone who loved the old Debenhams retail brand is BEWARE, unless you are happy for them to keep your money for as long as they like. I will not be shopping online with them again and I will be repeating this experience to anyone who needs to know.”
