“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.”
“Absolutely atrocious. I should learn from previous experience, that if you think you might need to return an item, THEN DONT ORDER FROM THEM. What on earth is going on. I returned an item 21 days ago, and all I get is some robot asking the same questions. Total waste of my time. I have sent proof over that my item has been received back but i have now had to pay the item off my Debenhams card so that i dont accrue interest. Probably be another 14 days before my money appears on my card, minus the delivery charge.”
“ordered a suit for prom for my son, arrived on the monday which was in good time because prom was tuesday, so cant fault delivery even though i had no emails to confirm purchase nor delivery.. anyway, the trouser leg had a massive pull down them, i mean clearly noticeable to anybody from a distance so already not happy, turned the suit jacket around and there was a few pulls on the arms.. so i emailed customer service who said “ there just little snags, pull them off’ i said ok, not acceptable, but what about the massive pull in the leg! poor quility items sold at a higher end price. absolute joke would not buy from them again!”
“Before the stores closed, I loved shopping at Debenhams. The online store has a respectable assortment and some good bargains, but returns aren't always easy and delivery can be slow. It's still worthwhile to occasionally check for deals.”
“"I returned two purchases and received no updates throughout the process. It took over four weeks to finally get a refund, which is far too long. The lack of communication and delay was very frustrating."”
“Dreadful customer service. Bought several items, including mini hedge trimmer from Debenhams. The hedge trimmer worked for 2 minutes then stopped and would not start again. I returned as per instructions and heard nothing for while even after a number of chasers. Eventually they advised they were processing a full refund. Which again had to be chased. Eventually they partially refunded and fobbed me off with an online gift card for Debenhams. They will not explain why when the item was faulty and I had it for only days they are not giving a full refund. I am not even sure if they are allowed to do that and will be taking advice. I also will not be using them again even if it means forfeiting the gift card which is wrong as they are profiting by selling useless foreign goods.”
“I purchased 2 pair of mens 3/4 pants on the 12th June 25. As they were large I returned them both and ordered replacements.
I returned both items on the day they arrived and waited for a response. On the 5th July I recieved a refund for 1 item and immediately sent out an email to customer services requesting a further refund for the second
So far I have recieved an automated reply and nothing further. What is going on this is totally unacceptable.”
“Awful customer service. If you have an issue you’re better off dealing with it on ur own. I’ve had no help with an issue only they can change very frustrating”
“They don't sell anything, they are just a shop front for other companies drop shipping stock. They take the money instantly, but returning anything it seems you have to fight for your refund. And when you need to fight you realise there is no phone number and they divert you to "web chats" which are dumb/slow. Not worth the trouble.”
“Awful customer service. Ordered item on 28/6, paid express delivery for next day / express. STILL not here. Had a text message saying it was being delivered yesterday, took a day off work to receive the item as it was a cooker hob. Did not arrive and later found out it had not even arrived at the depot. Refusing currently to refund the item and give money back for items not received. Have raised a complaint. Unable to call and speak to anyone - Debenhams taking your money but not fulfilling the goods or contact on their side. Absolutely outrageous”
