“Request for refund after three requests and a complaint totally ignored and not dealt with. They have acknowledged receipt of my return but they have not refunded to Paypal account. I’m totally outraged.doubt I will get my £233 back ever”
“They never delivered my product and have kept my money. I am still trying to get a refund for product I paid for but I am losing hope. How this is even legal? The customer service is useless and a bit of a joke. The number of people with similar issues is massive. How Debenhams is getting away with this? AVOID AT ALL COST”
“Why such a big company have such poor customer services. As read most of reviews are the same thing about refunding money. Yes! I agree that they quick to take our money. When there is a issue with goods. There is no great support. Debenhams will be loosing customers in the future. I have a case where I am waiting for a refund. Again! giving us the run around and not solving the queries. I wont be shopping at Debenhams in the future.”
“I placed an order for the "OSPREY LONDON The Small Grantham Waxed Canvas & Leather Washbag" at the advertised discounted price, paying the delivery fee as well. Shortly after, I received an order confirmation email, which indicated the purchase was accepted.
However, to my disappointment, I received an email the next morning stating that a refund (excluding the delivery fee) was being processed—without any explanation or request from my side. Upon checking the website, I noticed the same item was now listed without the discount.
When I contacted customer service, they claimed there was a pricing error and therefore refused to honor the advertised price. I highlighted that under the UK Consumer Rights Act 2015, retailers are obligated to honor the price advertised at the point of sale once an order is confirmed. This establishes a contract between buyer and seller. Unfortunately, my concerns were dismissed.
After escalating the matter a second time, they refunded the delivery charge, but the overall experience was extremely frustrating.
I strongly advise against shopping with Debenhams. Their lack of accountability and disregard for consumer rights make them unreliable and untrustworthy.”
“AVOID. Their customer service is appalling, I now think I’m part of a practical joke where the team are just sending the most infuriating emails as entertainment. Took over a month to get 6 refunds. I was charged £5.97 for a return which wasn’t made clear when I made the ‘free return’ labels. Will never order from them again and will warn everyone I can to stay away. Better service and quality products elsewhere for sure!”
“Cancelled my order saying items were wrongly priced. I ordered them again as they were STILL advertised as sale items. They took money and ca called again. I'll need to report them to Trading Stabdards for FAKE SALES,
Don't order, I wint ever again”
“I bought 2 separate item for my wife's Christmas present. A watch that had a broken face and has been lost on return. Now in a 3 way battle between Debenhams, Yodel and a third party seller called Ideal Fashions who supplied the watch all claiming to not be responsible for the refund. It was the 3rd Partys own return label used to send the item back. A second item , a leather jacket, simply returned to exchange for a different size. Yet again a 3rd party seller, called Ashwood Handbags. They received the return on 6th January and as of 24th they don't have an item of the correct size in stock and have not issued a refund. This is not Debenhams as you know it. It is just a website using a familiar brand name to sell items from other sellers. Very difficult to transact with when it comes to returning or exchanging items.”
“They never delivered my product and have kept my money. Customer services won't issue a refund and I've asked several times. They just ignore my requests, in fact they dont even acknowledge that Ive asked for a refund and keep giving empty robotic updates that they are investigating it. Don't be fooled by the long time trusted name.”
“I made a order 29th of December for a rug it was out of stock and they still haven't refunded then stupidly I ordered furniture after they have cancelled that order. Both emails state refund in process it's lies. Email doesn't get back . WhatsApp is forbidden and messenger doesn't even look at it unbeatable”
“I have been on the text chat since 11am this morning and I was transferred to an agent but have not heard anything since then. I do not have the time to wait all day especially when the chat advises it could be an hour or a little longer. I have also emailed my query but had no answer from them either.
I sent an item back on the 11 December 2024 and have not had my refund yet.”
“Wanted to return a order that I had placed with Debenhams outlet went on line followed instructions putting in my order nos good news I could see my order showing every item I had ordered and to press the black box to return pressed 1st item nothing happened oaky pressed 2nd item well guess what site now said order nos incorrect. So text Debenhams outlet explained what happened for some unknown reason the person said I must have given a wrong email really! Why is the the site telling me my order number is incorrect.trust me the number I am putting in is my order nos will not be using Debenhams outlet”
“I’m very disappointed with my recent experience at Debenhams. I purchased retinol oil, PSA Midnight Courage, but they sent me one that was over a year out of date. This is completely unacceptable, as expired skincare products can cause irritation or other issues. It shows a lack of care and quality control. I would not recommend shopping with them based on this experience.”
“Shocking! I return processed almost 3 weeks ago and haven’t had the return labels sent. order one item on 9th of December 2024 and haven't received until 15.01.2025 nor have I even received a response from customer services. I agree with other reviewers that simply! AVOID DEBENHAMS”
“Shocking! I returned something almost 3 weeks ago and haven’t had a refund and nor have I even received a response from customer services! AVOID DEBENHAMS”
“I placed an order 2/12/25 with Express Delivery within 2 working days, 11 days later and it has still not arrived. I have been in contact with customer service via messenger numerous times and received the same response asking me to wait. No escalation of the complaint, no resolution offered. I will not be buying anything from Debenhams again.”
“Do not buy from Debenhams. Absolute nightmare if things go wrong. They don't have a phone number.
My product was actually broken when it arrived. One month later I am still fighting to get it returned and a refund.
Avoid like the plague.”
“I had an awful experience dealing with their third-party sellers. One seller, Burges, sent me the wrong item. I returned it on December 17th, but I still haven’t received confirmation of the return or any information about my refund. Another seller, Azura, delivered my item late, and when I tried to arrange a return, they offered only a 30% refund if I kept the item. This is unacceptable, as I’m entitled to a full refund under UK consumer rights. The entire process has been frustrating and unprofessional. Save yourself the hassle—shop elsewhere!”
“Horrendous! Nothing like what Debenhams used to be! Avoid and spend your hard
earned money with someone, who’ll appreciate it…
I recently purchased jumpers from Debenhams’ website, only to discover they were supplied by a third-party partner. Debenhams prides a standard return policy on these items, which is both misleading and dishonest.
You’ll find out why…
When the items arrived, they were awful—thin, crinkled, stretched, and nowhere near the quality shown in the photos.
The worst part is that Debenhams refuses to take any responsibility for the return or refund. Instead, they direct you to deal with their third-party partner—a company, which is nothing but a SCAM with terrible reviews and known for ignoring customers. This partner won’t get back to you, wont provide a return address, or offers ridiculous discounts if you’d like to order from them again!!! leaving everyone stuck with unusable products.
Shockingly, Debenhams is fully aware of this long ongoing issue. There are countless complaints online from other customers in the exact same position, and yet they do nothing to resolve it or improve their processes or take the scam company off their trade partners list!
To make matters worse, their customer service is dreadful. Messaging them is like talking to a brick wall—it takes days to get each response, and all they do is send scripted replies citing their terms and conditions, with no real effort to help or resolve the issue.
This isn’t the Debenhams we used to know—it’s now a company that shirks all responsibility, partners with questionable sellers, and leaves loyal customers stranded. I will never shop with them again, and I strongly urge others to avoid them. They clearly don’t care about their customers or their reputation anymore.
Next step / trading standards for Debenhams and their shady partner.”
“I ordered 5 items and have only received 3. I contacted customer service straight away to ask whether the missing 2 items were being sent separately.
They claimed it had all been sent in one parcel, and said they’d review their footage.
They have now contacted me to say that they believe all 5 items were packed.
This is impossible as I only received 3 items.
I am appalled at their response. Something like this has never happened to me before. It goes without saying, that I will NEVER order anything from them ever again, and I very strongly suggest that no one else does either.
Terrible experience.”
“A broken product was delivered on 12 December and the lack of any customer service means it has still not been picked up, 26 days later. Their returns process only uses bots who haven’t managed to respond to me in the 2 day time frame at any point. I want a refund!”
