The fact that Debenhams use a courier company like Hermes is totally beyond me (These guys have even featured on BBC Watchdog for poor service) You would think a a long standing brand such as Debenhams would use a reliable company to deliver their products. I ordered an item on Saturday and paid for next day delivery, waited in all day on the Sunday only to receive an email at 1830hrs stating "Your parcel has been delivered to your porch" I had to raise an eyebrow at this point because i don't have porch. As it turns out the parcel was delivered to completely the wrong street. I don't really expect to have to go knocking on doors in an adjacent street to try and track down my parcel (Without success I would add) I called Debenhams the following day and they kindly offered to send another item which was due to arrive today. As I was not at home I specifically requested that the parcel be delivered to a neighbour whom I knew would be home. The sorry saga continued when i got an email from the courier stating "We couldn't deliver your parcel as you weren't home" (I was already aware of the fact I wasn't home) In exasperation I called Debenhams "Customer service" and got put through to a young woman from down town Bangkok. My name is Pete but she insisted on calling me, Mr Pat, then Pat, then addressed me by my surname only as if I was being berated by my headmaster. I requested a cancellation of my order and a refund only to be told that I would not get a refund until "Debhams" (Her words) received the item back which would take ten days. When I pointed out to her, that under the Consumer Rights Act 2015 this was illegal because of the fact that I have not received and goods and or services that I had paid for. She then informed the her and her colleague (Who both obviously have a wealth of knowledge in UK consumer law) were right, I was wrong and i would not get a refund until the item had been received back at the "Debhams" warehouse (I think she said warehouse anyway) I asked the question as to whether or not "Debhams" would actually receive this item from Hermes as they had failed to get it to me on two separate occasions. I was met with a stony silence followed by "I'm sorry Mr Pat" At this point I hung up and dialed the alternative Debenhams UK customer service number without little more success but at least this guy had the courtesy to use my correct name. APPALLING DEBENHAMS! JUST APPALLING