“I am extremely disappointed with both the product condition and the customer service.
I received Karen Millen trousers priced at £149 delivered in poor condition, with heavy creasing that made them look worn or improperly stored rather than new. For an item at this price point, this is unacceptable.
What made the experience worse was the response from customer service. The assistant simply replied: “That wrinkly pants doesn’t follow under faulty item.” This response was dismissive, unprofessional, and showed no understanding of basic quality expectations for a premium brand.
There is also no customer service phone number available, making it impossible to escalate the issue properly.
Overall, very poor handling of a legitimate complaint. I expected far better quality control and customer care.”
“Sizing was inconsistent between Debenhams product and that of a brand partner. Debenhams do not take responsibility for returns to brand partners despite the payment being made to them. I will not be using Debenhams again.”
“I received a bag from one of the fashion brands. Not the quality i expected. Whoever packed it folded the bag in half and put elastic bands over it. No care for customer and whats happened to looking after custoner items ???”
“I ordered a watch 2 weeks ago and was promised and changed for next day delivery. Despite contacting Debenhams every couple of days they are no help whatsoever and keep asking for additional time to resolve. They will not honour my request for cancellation and refund despite numerous request. Avoid like the plague I will never use them again”
“I was offered unlimited deliveries-free deliveries for some amount of money to pay for the whole year. All types of deliveries are free for me. However - It has been ages for my goods to arrive. I will be contacting trading standards and ombudsman as they are misleading customers.”
“I'm very disappointed with the merchandise. They used to have very good quality but the last 3 knitted sweaters I bought, got snagged on the first wear. It seems that by closing their doors to the public, they lowered the quality of their items. a shame. I recommend not to buy them.”
“Losing the will .. website is so slow, reloads and goes back to previous items.
Used to frequently order from Debenhams .. can’t be bothered now as it takes so long, which is such a shame as they still do great items at great prices.”
“After 3 weeks my next day order was finally declared lost. The website is atrocious to navigate and took numerous attempts to get through to customer service to register my complaint. Finally got through using Facebook as email wouldn’t work!
To end on a positive I was sent a refund and reordered the item as this was a Christmas present. Ordered at 4pm and the order arrived next day 10am. Delivered by David, Rugby my usual Evri delivery driver with a smile.
Won’t use this website again, prefer websites with retail outlets!”
“Dreadful, dreadful website. I’ve given up ordering goods from Debenhams, even though I’d like to, because the website, is so bad, so slow, , jumps around and if you try to look at something it returns to the first item on the first page. You must be losing £s£s£s Debenhams - sort it out, you need a slick, quick, website that’s a pleasure to use. Yours must be the worst in the U.K.”
“Usually happy with debenhams but recently website is painfully slow and unresponsive.
Just given up with trying to place order.
Seems this is not an isolated case and can't understand why website hasn't been fixed!”
“What has happened to Debenhams website it is so slow when trying to view items I’m at the point now where I just give up!! They really need to get this sorted in the past I have never had a problem.”
“It was going too well, order was delivered very quickly but sadly the dress was folded in half and popped in a bag, no care taken. The dress was so creased I had to return....Please have respect for the customers orders. The 2 stars are for prompt delivery and the dress was nice but worth £189 and to look like i had slept in it.
No thanks”
“Went to Debenhams today as the media said they were having a 70% off sale for Wild Wednesday. What tosh!! The items were no cheaper than they were 3 days previously. No reduction at all on a Maine Sweatshirt. Still £32 at the till so I didn't buy it.”
