“Appalling customer service!! I would have given 0 stars if I could. My order was send to the wrong address (billing address instead of shipping address). I understand that mistakes happen, but if company deals with issues appropriately, it is not a problem. In this case its been beyond any belief. There is no customer service as such, no contact number, no live chat support, no complaints department that i can find. There is an option online to send an email. I sent one but no reply at all. The only way I managed to get any response is via Twitter! This is ridiculous. Every message takes a day to get a reply, every message is dealt with by different people (means you have to constantly repeat the same thing over and over again). Now it's been 5 days I don't have my order, it cannot be redirected anywhere and now I was told that they will try to stop the delivery and refund the order when they receive it back from courier BUT this is not guaranteed! This is not to mention all the contradictory messages on the way and me being pushed from pillar to post between the courier (Evri) and Debenhams. Extremely disappointed.”
“Because of the website I will not be using Debenhams. Whichever company Debenhams pays to maintain its site need to be got rid of sharpish. It really is the worst website you could possibly think of. Slow to the extent that you think its your Browser which is at fault but nope, it's just a bad bad sote”
“Trying to return some jewellery which states on the website that it is Sterling Silver...but it's not. No paperwork came with them and cannot get on the painfully slow website to start a return and there is no phone number.
Thinking I'll have to contact Trading Standards to get it resolved.”
“Worst website ever. Painfully slow, I had to give up browsing. Like others have said, if you add something to the bag and try to go back , it take you right back to the home page. Such a shame as they have some good buys at the moment. I'll have to shop else where.”
“Never order with Debenhams - a waste of money and time. 20 days after placing an order for 4 items, I received a refund for 1 items with no explanation of what happened and no delivery for the other 3 items. After many messages to Debenhams, that response was that it looks like they were lost in transit (by Evri - another courier company to avoid), I was asked to wait for another week and that Debenhams will issue a refund. After waiting for another week and still no delivery, Debenhams is not responding to any messages and emails, just no response whatever. I have to go through my credit company to get back my money for the goods never delivered. So much time and energy wasted. Not will I ever shop with them again and will recommend everyone to avoid them at all costs. Seeing similar reviews posted here, it’s clear that not a one-off problem but a systemic problem with Debenhams. They do not deliver the ordered parcels and do not issue refunds or replacements for the undelivered products. Avoid at all costs.”
“Very poor experience.
Ordered on Tuesday 22 November 2022.
Debenhams confirmed order was on its way at 07:15am on Thursday 24 November.
Delivery within 5 working days, so by 30 November.
Evri tracking number provided.
Order last tracked as being at Evri delivery depot on 26 November.
So here I am on 3 December and no sign of the order being delivered.
I contacted Debenhams on 2 December by social media (because they don’t have a phone number according to their customer services webpage).
Apparently they cannot do anything other than keep checking the tracker until 10 December when they might deem it to be lost..!!
So that’s 18 days after my order..!! What on earth happened to the delivery within 5 working days commitment when you hand over your money for your shopping…??
I replied saying it was for a birthday present before the 10 December. Debenhams having replied to this.
This is absolutely unacceptable.
I was offered a free next day delivery code for when I next shop at Debenhams. Useless to me - I won’t be shopping with Debenhams again with terrible service like this.”
“I shop on line constantly and have never come across such a slow website as Debenhams. It's not due to being busy as I often browse in the night as well as any other time. It has frequently stopped me from spending money at Debenhams, come, sort it out - there must be thousands of us trying to increase your profits being thwarted by a very poor Website.”
“Inadvertently they sign you up to complete savings who then take £15 a month subscription from your bank account via direct debit. It is a complete SCAM, I will never purchase from Debenhams online again, customers beware!”
“Website is terrible! So slow and unresponsive. Also tried to log in and this does not work either. I have sent a password request 7 times with no email received.
I will be shopping else where due to poor experience. Debenhams must not need the custom as this seems to be an issue for lots of people!”
“I want to return an item, however I did not receive a delivery note, and the online returns service won't accept my details. I live in the Isle of Man, and have found that with some uk companies I have to return items via Royal Mail. Since I have no way of contacting Debenhams, I am unable to return the items, as I have no address to return to. I am going to be heavily out of pocket and left with items I am unable to make use of.
Very negative experience. It seems that this company wants your money, but zero after service. Seems they want to make it impossible to sort out when things go wrong. They don't care as they have my money, so no incentive for them. I will never use them again, and may contact someone on t.v. about my consumer rights.”
“Website completely unresponsive, have tried to access it on different devices but still no joy. Was going to place an order, but the whole experience is so frustrating that I've basically given up. A sure-fire way to lose potential customers...”
“Absolutely rubbish website, jumped around, wouldn't load properly, tryed to order a coat with promo code for free delivery, had 2 hours left for the code to expire and spent so much time trying to get it to work it expired, black Friday deals is a load of rubbish, bet tomorrow the coat is full price, not impressed, definitely rubbish since the store closed, if i could give no stars i would.”
“If I could mark no stars I would. I have just spent nearly an hour trying to filter a search to find leggings in my size and leg length. It was so slow, I thought it was my tablet but having deleted some apps, it was the same and I realise it's the website. It felt like I'd gone back in time to dial up. I don't usually take the time to write bad reviews, but I'm so annoyed that in this day and age, an online company like this can't provide a properly working website. My money is going to be spent elsewhere because I've lost the will to live trying to look at anything on the Debenhams one”
“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.”
