“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 I purchased retinol oil, PSA Midnight Courage, but they sent me one that was over a year out of date.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!”
“I just cannot begin to write out the LONG DRAWN OUT, FRUSTRATING experience I am having with Debenhams over two watches which didn’t arrive for my 98 year old mother to give to her great grandsons at Christmas!
Their INCOMPETENCE is completely OFF the scale!!!”
“Dreadful customer service. I have had to chase refunds and each time I have to give the same details. I'm still waiting for my money back on items sent back on 9th December, far too long to wait. I will not be ordering again I can get treated so much better at plenty of other places.”
“Ordered a clarins gift set which had just been put into a plastic bag gor postage. No care taken at all in packaging and it arrived all battered and torn . Was supposed to be for a present I would not order again from debenhams.”
“APPALING!! NOT A NAME TO TRUST ANYMORE
Appalling! NOT NOT a name to trust NOT ANYMORE ordered well in time for their promised christmas delivery and guess what IT NEVER ARRIVED customer service impossible to contact whattsapp forbidden. messenger app no contact.Like many others its now christmas eve too late to buy replacement present totally spoilt christmas down to debenhams”
“I ordered items 3 weeks ago 3rd December , the last item was received 1 week ago but still one item missing, when I contacted them 30 dec to chase this up I was told it’s over 14 days and “they are unable to cater to my concern” and I have to pay for this item in full”
“2 occasions I've had my purchase cancelled by them, no explanation and once sent out the wrong size of clothing. They take £2 for cancellations or returns btw. Debenhams is not the same company it once was, go elsewhere.”
“I recently purchased a tool cabinet which comes in two part but only one part was delivered and they don’t seem to want to help me sort this out. As I chat to them they sent me a message saying that an agent would contact me which never happens. Do not buy from Debenhams”
“I ordered a Superser from their website. They immediately canceled my order, with a note that it was not in stock (not sure why have it available on the website) and then refunded me £2.99 less than I paid, as a return fee??
I did not return - they cancelled on me! Furthermore their fee is supposed to be £1.99.
That's a sly business move to be able to cancel someones order, and charge them a fee for the privilege!”
