“Debenhams is not the same as it once was! I bought a bed for my elderly grandmother as she insisted to buy from 'reputable Debenhams' she was referring to the reputation over 20 years ago. The bed arrived and we had a handyman booked to build the bed (£200) the handyman cost us. The bed arrived and the headboard was damaged slightly. We couldn't leave my Grandmother without a bed as we gave her old bed to a charity on the delivery day to make space in her room for the new one. so the handyman built it and I informed Debenhams straight away with a picture. They said they facilitated a company called GFW to sell the bed on their platform. Oops. Alarm bells ringing. question was we didn't buy from Debenhams?? receipt says otherwise. They said they will replace the headboard immediately. I said ok but the bed is already built and took 3 hours to do so, we don't see the point to dismantle it, hire the handyman again as this is adding to unnecessary higher costs so suggested Debenhams offers a partial refund which is fair. Debenhams said they agree but cannot make that decision and GFW declined and offered to send the replacement part headboard. I agreed ok. then i receive a message to say i have to wait a month for the replacement as they are out of stock. They didn't even check their stock before offering a solution. Debenhams pretends it wants to help but ultimately says its powerless to make decisions. I would urge you to check if you're buying from Debenhams or a third party because this shopping experience has been horrible for me and my elderly grandmother.
Date of experience: 13 August 2024”
“I still haven't got my refund and its been 3 weeks. Absolutely incompetent. No phone number to call and no agent overseeing an issue. There are only social media platforms to make any contact. You don't get assigned to 1 agent so they can oversee the issue. Instead, you get asked the same questions multiple times and different agents answering your questions. I ordered an item that had a part missing. I requested a refund and to have it picked up and I was told I have to wait another week before I hear back if this is ok. Bearing in mind it took them 7 days to actually send the item! I was advised that as Debenhams is an online marketplace they need to contact the supplier directly to find out what to do do next. As a distributor they are responsible and have a legal obligation to offer me a refund and a pick up the item that is faulty. The stupid this is that the item could have been ordered on amazon with next day delivery. What an utter disappointment Debenhams and quite frankly, with the customer service you offer I can't imagine this business will last long! Agents that should be named and shamed are Joy, Zyrene, Florelyn M and a supervisor called Marylou”
“DO NOT ORDER - Total lack of customer service. ordered items which arrived late. I'm trying to return the items and no delivery label available, although it's less than 28 days since I received the items.
No way of getting hold of them other than emailing. This process is so stressful”
“Absolutely incompetent. No phone number to call and no agent overseeing an issue. There are only social media platforms to make any contact. You don't get assigned to 1 agent so they can oversee the issue. Instead, you get asked the same questions multiple times and different agents answering your questors. I ordered an item that had a part missing. I wanted a refund and to return it and I have to wait a week before I hear back if this is ok. I was advised that as Debenhams is an online marketplace they need to contact the supplier directly to find out what to do do next. As a distributor they are responsible and legally have the ability to offer refund and a pick up if an item that is faulty. The stupid this is that the item could have been ordered on amazon with next day delivery not 7 days delivery!! What an utter disappointment Debenhams and quite frankly, with the customer service you offer I can't imagine this business will last long! Agents that should be named and shamed are Joy, Zyrene, Florelyn M”
“I purchased a Eleganza Ottoman Kingsize bed with gas lift only for it to be faulty and the gas lift wouldn’t fit or work, the frame was damaged. After around 30 messages as emails don’t work their end I am still no further forward. Using stall tactics and even just not replying now!
Worst experience of my life, do not use them!!!!”
“I ordered a 12v battery toy for my sons birthday, the order came on the 30th July, it arrived damaged and I contacted customer services the same day with the pictures attached of the damaged toy, I got a response saying they would replace it and I would hear from them by 2nd August, I contacted them today and they then told me I wouldn't be receiving a replacement as they couldn't send a replacement and that I could get a refund after collection of the damaged goods, the collection would be after a date on the 7th August- unfortunately after my sons birthday. After much communication with the customer services they fall below from what I expect from any online retailer.”
“I ordered from Debenhams and had to return items due to wrong size. I reordered correct size which came through. However my refund for the shirts which I returned, I did receive, However, It had £1.99 taken off the refund value and when I contact his customer services They said that it is costly to Do refunds and that £1.99 is their charge For the privilege of being able to return goods ordered online. If anyone is ordering, please Be advised they will charge you to return the goods although it is written nowhere that I could find to say that this is what they were going to do . Very unhappy customer”
“Utterly disgusting non-existent service from Debenhams who are quick to shift the blame to a supplier for the delivery of a car bin instead of a clothing rack unit! No way of speaking to a human being, quick to block emails or messages sent to them but very happy to keep your money eventhough this is going against Consumer Rights law. Something needs to be done about this company as from reading reviews this clearly is an ongoing issue which should not be allowed to happen!”
“Mattress delivered 17th, marks and loose threads, advertised at 30cm depth is 26cm. contacted customer service, sent photos. Told, they are a marketplace, they took my money but the issue is with the supplier, told wait until the 27 th for supplier reply. Please be aware, shop at reputable stores. Appalling customer service, they don’t really care.”
“DO NOT SHOP @ DEBENHAMS ONLINE!!!!!!! you have been warned.
Returned an item using a QR code that they provided. Got proof of delivery (signed for) using the royal mail service on 1/7. Have spent the last week exchanging 10+ emails and they are REFUSING to process the refund as they cant find the item??? I HAVE SENT THE EVIDENCE OF IT BEING RECEIVED AND SIGNED BY THEM! Truly the worst customer service I've ever experienced. they have my money!!!! and the goods!!! DUX029271536”
“Wow, worst customer service I have delt with, ordered what looked like a black and white spotted dress to go with white shoes and matching hat for a wedding to find on arrival the spots are not white as the image portrays but a dull beige colour. I asked if the postage could be refunded as I would not have placed the order knowing it was black and beige but shut down by more than one agent stating its the lighting on their images that can be out?@# Nothing on the website to say it was beige so you had to go with the images which are clearly wrong. I also have to pay to return the dress now. No understanding of the complaint I was trying to make!!!!!!”
“Appalling service, taken money , no goods received, constant lies about parcel being out for delivery, disgraceful customer service . Currently waiting for parcel after six weeks. Then should be stopped from allowing good people to purchase online . Close them down permanently.”
“Purchased pyjamas via DebenhamsOnline. They were much too big. There was no returns label in the parcel and when I tried to print out a label, the order number was incorrect. I found out that the pyjamas had been ordered from another store. Despite contacting Debenhams they wouldn’t help other than send me a link to print out a label. Again, couldn’t do that because of incorrect order number shown on invoice. PayPal investigated but the company in question have refused a refund saying the material used was a close match to that in the photo. I never questioned the material. My complaint was that they were much too big, particularly the trousers which could cause a potential fall. I am very disappointed with Debenhams who have entirely washed their hands of the matter, despite my money being paid to them and therefore my contract was, by law, with Debenhams and not the company to whom they passed my order. Very bad service Debenhams.”
“Don't buy from them offer discount codes on there own website then don't apply them !
Buy from someone more trusted just look at all the negative reviews on the Internet”
“Debenhams failed to delivered a dress a purchased from their website and now refusing to refund the money. They keep saying it’s not Debenhams I purchased from but a concession. Scammers!”
“Scammer's dont bother waste your time enrry there no number when return item they tell in a email it takes 50 or 20 days to refund but they cabt tell you if they have recieved it scammers.”
“DO NOT ORDER FROM THEM!!!!!! Have been waiting weeks for missing parts to my delivery, worst customer service I’ve ever experienced in my life!!!! I wish I had taken my money elsewhere!!! Spent a fortune on garden furniture and have to wait days on end for a reply that asked questions I’ve already answered. Not one of their team care or have actually take then time to resolve my order. Absolutely disgusting”
“Still waiting on a £94 refund that Debenhams are refusing to pay back!! I cannot believe the strenuous reruns system of sending back to individual concession and then Royal Mail collected my returns and printed the label but customer service has said they cannot refund anything as I don’t have the label even though Royal Mail printed and stuck the label on so I didn’t have a label anyway. I had the email of collection which states on it keep this as proof of collection but customer service said this isn’t proof so now I’m out of pocket £94 and apparently there’s nothing they can do about it, how absolutely unacceptable and ridiculous! I will never order from Debenhams again.”
