“The delivery was very slow. The packing was not padded in any way, so my expensive palette of eyeshadow were shaved through the letter box and hit the floor, breaking up some of them. I specifically instructed the delivery to take it to the neighbourhood but my instruction weren't followed. This was a negative first and last experience ordering from Debenhams. Also my negative feedback was not posted on their website what a joke of a company.”
“I purchased bedding end of September 2025 … only used couple of times the bottom sheet when placed on the mattress began to rip along the elastic and then up the sheet… I informed whatever kept getting a reply that was nonsensical (a ruddy bot) sent photo etc … the outcome don’t refund items that basically weren’t damaged upon delivery… fuming if there had been a store open I would have taken it back for a refund… I’ve had sheets years and nothing like this obviously substandard material… never ever order anything from this company again you have been warned.”
“Customer services is shocking. No
Real People poor quality bedding returned in November still waiting for a refund in January. Do. Not buy anything from here”
“Absolutely disgusting company ordered toaster on 2nd December then they said it was sent back you can’t speak to anyone at all all by email never get a straight answer then they said they would refund haven’t seen a penny now I’m taking them to tribunal have to toaster was Smeg £150 I can’t lose out looked up not Debenhams but boohoo”
“Ordered a bookcase. Came soaking wet and damaged. I have been trying to sort it out for 2 months now and still no refunded. Used all 3 ways to speak to them that they have they don't have a phone number to call anymore. I either do not get a reply or they ask for photos again that I have provided 3 times. The customer service is not even 1 star it would be 0. Please do not buy from them. Stressful and unnecessary.”
“Terrible, sent damaged goods and just keep asking for the same information all the time.
I've given up and put it down to a bad experience do not use this company.”
“If I could award less I would ! Debenhams are now subject to theft/fraudulent activity, after not issuing a refund on my items since early November . Despite numerous emails that many were ignored and a final offer of resolution 2 weeks ago , I still have no refund. A blatant lie that it would be back in my Apple Pay on the 13th December . DO NOT PURCHASE PRODUCTS from DEBENHAMS/Coast THAT YOU MAY HAVE TO SEND BACK !
I have asked numerous times to escalate my concerns in line with complaints procedures and been ignored.”
“Echoing what others say, customer service is basically non existent. Truly terrible. Can't even complain to them because they never answer. Honestly, the worst”
“Absolutely disgusting customer service. I cannot believe the lack of communication. One minute apologising the next ignoring me. 20 days and half a refund!!!
Do not shop here its terrible 😞”
“Its been over a month and i haven’t received my full refund back why, i have message chatt with your social media chat automated service and the can’t resolve my problem. How do we contact directly to you. Such bloody nonsense service has Debenhams has become. Never doing shopping with you ever. Refund my money back immediately £148:50.”
“Horrible experience!
Terrible customer service!
They are not responding to emails or on their what’s up! Or responding only till they find out the problem and then ignore it! I have been trying to contact them for a month now! Avoid!”
“I ordered a Christmas gift online but found the delivery would be on Christmas Eve so cancelled the order as I wouldn't have chance to get the gift to the recipient.
The order hadn't been dispatched at the time I cancelled the order, but Debenhams Customer Service point blank refused to cancelled it stating "if you find you don't have time to pass it on to its recipient, you can return it once received" which I believe is breach of my rights under UK Law
Absolutely disgusting customer service, I would never use this company again”
“I can only reiterate the vast number of negative reviews for this company. Although my order did arrive in good time and the return was acknowledged within two days it took 17 days and a complaint to PayPal before I received my refund.
Not the best experience at all.”
“Order not received cannot contact anyone AI chat which isn’t much good to be honest email automated response and they don’t have a phone number so I don’t think I’ll be buying off them anymore. I’m not even sure I’m gonna be able to get my money back for the item not delivered.”
“WARNING TO ANYONE THINKING OF ORDERING…
WARNING TO ANYONE THINKING OF ORDERING ONLINE AT DEBENHAMS - I ordered a fragrance for Christmas but (with a week and a half to go) was told after payment that it probably wouldn’t arrive before Christmas without any option to upgrade my delivery or cancel. I contacted their ai chat as THEY NOW HAVE NO CUSTOMER SERVICE PHONE NUMBER who wanted the order number which I still haven’t received after 48 hours. Also tried to reach out via FB Messenger and told by both ai chats that someone would call/contact me but NOTHING. I am still waiting to hear anything at all - even the email confirmation hasn’t been sent even though they immediately took the money from my account. Their advice is order another one with priority delivery and wait for the original purchase to turn up and request a return/refund. Personally I don’t have another £80 to double up on the order before Christmas!! ABSOLUTELY AWFUL EXPERIENCE - PLEASE TAKE NOTE”
