“I ordered an LED light fitting for over £100. After little more than a year, it stopped working. And electrician confirmed that the issue is with the light fitting itself.
Debenhams say that after 6 months, there is nothing they can do as the warranty has expired.
The law (Section 9 of the Consumer Rights Act 2015) requires items to be of satisfactory quality, especially as it pertains to durability. There is no way satisfactory durability for an expensive light fitting is 16 months, let alone 6 months!
Debenhams are refusing a refund or replacement, despite the legal requirement to do so.”
“Ordered an aftershave next day delivery and lost in post, fair enough it happens, but when I contacted them I got told 2 weeks wait before dealing with. I slept on it and thought I'd reachout again and rather than answer the question I had, I got new 2 weeks wait email, why? Because it was an AI response. I then left it a week and decided to complain, and when I eventually got a response it simply said wait 2 weeks...why, because it was an AI response. I then waited the stipulated time and got zero response, I left it a further few days and complained again and said thought I deserved compensation, nothing silly or over the top a perfectly reasonable request. It took 3 days to respond and I was then asked If I wanted a refund or item resent. They totally ignored my request, no acknowledgement of complaints and I ALREADY SAID RESEND!!!!!! so no I'm having to wait yet again..... 3 weeks and counting. If you get your order great. But it's russian roulette, because if you don't they have THE WORST customer service ever. Bad bad bad.”
“Tried to return a pair of jeans. Logged on to returns would not accept my order number or Email address. Can't phone them, so i am left with a pair of unwanted jeans. Customer service, RUBBISH. Not even 1 star.”
“I ordered 3 dresses from Debenhams on 3rd September. They were unsuitable so I returned them via the Post Office and tracking showed they were delivered back to Debenhams on the 6th September. Debenhams sent an email to say they received the parcel on the 9th September !!! It is now the 18th of September and still no sign of my £100+ order. Next day efficient delivery on the way out, 12 days and counting waiting for my refund. No phone number to ring customer service ( if they have one? ) and several hoops to jump through to get in touch through Watsap. My advice to people buying from this company is make sure the items you are purchasing are exactly what you want as delivery is good but returns are disgraceful. I personally will shop elsewhere in the future. Also in the survey following this review questions such as how quickly did the company reply to my queries - they did`nt because it is impossible to contact the company !!!”
“My experience with this company has been a complete nightmare. I ordered a mirror a month ago, and it arrived shattered. I immediately reached out to request a replacement, but that's where the problems began.
Despite sending countless emails and messages through WhatsApp and Facebook, I have yet to receive a replacement or a refund. Customer service is nonexistent; my messages are either ignored completely or take days to get a vague response. There is no one to talk to directly, and the entire process has been a frustrating and fruitless waste of my time and money. This level of customer service is unacceptable, and I would strongly advise against ordering from them. I am extremely disappointed and feel I've lost my money with no recourse”
“Bought a mini fridge it came damaged unusable. Took Debenhams weeks to come take it away. Now another month down the line and I’ve still no refund of £123.00 its a joke. I’ve sent them all the proof of the damaged fridge and proof of it getting returned to there warehouse yet I’ve still no refund. Customer service is a joke. You can speak to anyone. Will nit be buying anything from them again.”
“Ordered from the store. Evri informed my parcel had been delivered, my CCTV cameras tell a different story... not delivered .Have been able to contact Evri and they say contact the sender, No way of contacting Debenhams frustrated or what !!!”
“Customer service is non existent. There is no phone number to call them, email doesn't work, WhatsApp is a bot and Messenger takes 3 days for a reply. Plus it took over a month to issue a refund, I won't be ordering again!!!”
“I've sent back items on the 4th August. It is now 2nd September and still no refund. No contact details apart from watsap! It's absolutely ridiculous! I will not use Debenhams again!”
“Do not use this company if you may have to return your item. I have been waiting 46 days for a refund so far. I have emailed them a number of times with no response. Finally sent a WhatsApp message to which I'm receiving AI responses as they are all the same. Avoid is my advice!”
“purchaised boots worth 80 pounds from debenihams were sent back did not fit right av had no rfund try contact tem several times egnored no phone number tis is happening to other people ty av stolen my 80 pounds”
“Still awaiting a reply to a email sent over two weeks ago as what’s app instant message did t get a reply I won’t shop at Debenhams anymore customer service is very important to me
If something goes wrong with your order you need someone to be available to help”
“Worst shopping experience. I returned several items and was only partially refunded, even after contacting customer service and providing all the details. I paid for items I didn’t keep and even covered the return postage myself.
Debenhams has been completely unhelpful in resolving this, and it's starting to feel like they’re just stealing customers’ money. If you value your time and money, do not shop here. Check every refund carefully — or better yet, avoid altogether.”
“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”
