“I ordered a duvet set and when it came it was the wrong colour, so i returned it. Now 6 weeks later and many many emails, they paid me back minus the postage! I explained that they must refund the total amount but they refused. So be careful when ordering from them!”
“UTTERLY ATROCIOUS AND DISGUSTING CUSTOMER SERVICE! TRYING TO RETURN TWO DRESSES, STILL CAN'T! WHILST HAVING TREATMENT FOR CANCER! CONTACTED DAN FINLEY CEO, ZERO RESPONSE. NO WONDER THE ONLINE SERVICE IS APPALLING! ABSOLUTELY DISGUSTING!”
“Have now been waiting 287 days for a for a freezer to be delivered from Debenhams Order No. DUX042754226. £139.99 next day delivery.
Customer Services are a waste of time. I have contacted the 18 times and only ever get holding replies, sometimes saying that the matter will be escalated But never any suggestion of what went wrong. Find it hard to believe there is any wish to offer a service or to make good whatever went wrong with the delivery All I can do is warn potential customers that they may be throwing away their money. in dealing with a company that just doesn't care.”
“I ordered an expensive jacket that had to be returned as it was too small. My refund was in the form of a gift card. I do not remember seeing this as an alternative in the returns process. I objected and contacted PayPal to fight my cause. Unfortunately PayPal said there wasn't anything they could do. Eventually I started using the gift card but then found it wasn't accepted. Gift cards expire after 90 days during which I had been trying to get my money refunded. Completely out of pocket over what with any decent company would be a normal refund .”
“Extremely bad service!
This is not the Debenhams of old and will stay clear from now on.
Decided to buy a set of garden table and chairs from Debenhams online with delivery in time for when the set was needed. The item was shown at around £300 reduced to £160 in a sale. For the type of set there are a lot of very similar items online and even on Debenhams site now for around £300.
The evening before it was due to be delivered they cancelled the order stating a mistake had been made with the price online.
Turns out they have no right to cancel the order. If the price looks plausible (which it clearly did and based on a reduced sale price), they are bound by the Consumer Rights Act 2015 and have to honour the contract of sale.
They can only cancel if the "pricing error is obvious and unmistakable and which could reasonably have been recognised by you as a mispricing", but it was nowhere near obvious or mistakable, and just used a clause in the sale contract to suit themselves. We also had confirmation of the same by email confirming when the item would be delivered, so a contract is still in place.
Also turns out the Debenhams Group is not associated with an industry ombudsman, so you have no one to take your complaint to and seems to suit the way Debenhams go about their business.
Only form of recourse I have now is the small claims court which I am currently considering even if it leaves me out of pocket. Based on principles which is more than Debenhams have!
Refunded my money without me agreeing to it, and they tried to give me a voucher for money off another item but even the code they give me doesn't work. Not that I would go within a mile of this company now anyway!”
“WHAT WENT WRONG YOU ASK???
TRYING TO RETURN A DRESS WHICH ARRIVED IN A CRUMPLED DISGUSTING STATE AS THOUGH IT HAD BEEN WORN AND SIZE NOT AS STATED ON LABEL.
HAVING TRIED YOUR RETURNS, BELLISH AND WAITING NOW ON JENERIQUE FOR A REFUND.
YOU SHOULD BE ASHAMED, WHATON EARTH HAS HAPPENED TO YOU? I’LL NEVER BUY FROM YOU AGAIN”
“Please avoid shopping at debenhams is all I can say! I've never in my life experienced anything like their customer service. You can't actually get to speak to anyone, it's all AI. Even after buying faulty goods I was told I couldn't get a refund. Luckily I had paid with PayPal and they stepped in and eventually I got a refund. I still had to pay £11.95 to return the faulty item which I was never refunded for. Never in my life will I buy from here again, absolutely disgusting service!!!!”
“Worst shopping experience I have ever had, ordered trouser suit which was delivered with a completely different jacket this was returned using Debenhams procedure weeks ago, I have been chasing my refund for weeks and keep getting asked the same questions over & over. Cannot actually speak to anyone. I am reporting to trading standards as it all seem very shady. I 100% would never shop with Debenhams again because of this experience and totally expect never to see my refund!! Shocking service, steer clear. Should also add my deliver was arrange for time slot which didn’t arrive it arrived with our just eat order delivery driver at 10pm at night shocking service. Are just eat and Evri the same company or what”
“5th time ordering from them now, every single delivery their has been a problem. I took a risk this time as its my sons birthday and surprise surprise been let down! Paid extra for express delivery to be told I need to wait till it's gone passed 10 days to get a refund. Absolute joke of a company.”
“Atrocious Customer Service, special religious festival gift bought for next day delivery never even arrived, I had to deal with a barrage of automated responses from AI bots, eventually after three weeks of nonstop emails, gave me a refund, no compensation, nothing, my little sister was the only person without her gift at our family gathering, what a truly awful experience and company, avoid at all costs.”
“Terrible online buying experience - the delivery DX seems to pick And choose what to deliver. Twice items have gone astray - second time came up as delivered - but tracking evidenced back to themselves. Trying to explain this to customer service is appalling - they simply end conversations when it gets too much for them to explore properly so you have to start all over again. I had 3 conversations via email with separate admin. Each one asking me repetitive questions. In the end I copied supplier, delivery And Debenhams into emails before agreement of refund - Debenhams Isnt Debenhams anymore - it’s a drop ship supplier in my eyes - go to Argos instead”
“I have been a loyal customer for many years. Before I became housebound 6 years ago. Since then I shop online. I find that the return service is so difficult. I am unable to arrange a collection from home. I can't go out. I don't drive. I have to wait for a kindly relative to take it to a delivery service for me. Its a shame but I can't shop at Debenhams any more.”
“Ordered a bag, said it had been delivered, it hadn't been and couldn't provide proof of delivery, eventually received a refund via gift voucher, not how i asked for a refund as there wasn't anything I wanted, a while later I wanted to place order but couldn't find vouchers, had to request 3 times, they finally sent them, tried to order, couldn't use vouchers when i finally got an answer they said the vouchers had expired, they sent them a day after the vouchers had expired, if they had sent them when I first asked I could of used them, it was £90 of vouchers, refuse to do anything about it.”
“Ordered a bin online then realised it was wrong colour. Canceled within an hour, customer service team said it was cancelled. A week later then send an email saying the bin has been shipped (a week later). They emailed and said don’t worry it’s been cancelled. To then email me again later saying we’ve sent the bin today, wait a few days and return it? So I’ve now got to wait 4-5 days and then pay to return it when they said it was cancelled. Customer service team are useless, avoid purchasing.”
“Ordered £1200 worth of bridal wear. Firstly, my package arrived four days late. Secondly, when I opened it, its entirely the wrong order. A couple of jumpers and a coat. The process to return the items and get a refund is ongoing and no urgency their end either. Avoid at all costs!”
“Ordered a bed from Debenhams website. Received an email to confirm the order a week later with no communication a 50 year gentleman randomly turned up with a super king base alone. Had to assist him with the product, not taken up the stairs, bed damaged. Contacted Debenhams and replacement items sent with no update. Bed needs dismantling to refit with no offer of any help. They clearly have no governance checks on resellers and the customer service is appalling. Deal with them at your peril.”
“I’ve had one of the poorest customer service experiences with Debenhams. I paid for express delivery, yet my order has now been delayed by over 7 days with no clear communication or resolution. What’s more concerning is the lack of a straightforward complaints process, which makes it extremely frustrating to get any accountability.
In a highly competitive market, this level of service is simply not acceptable and risks damaging customer trust. I will not be surprised to read the news that this horrible company went under.”
“you are lucky to get one star . I have never asked for any insurance for delivery and have been charged both times Chat has sorted things out and even sent you emails on my behalf ,to no help . I am blocked from any further communication . Are you being honest with you customers”
