“I asked a question via their query form. Good aspect - I had replies within 24 hours. I asked if a 'two pack duvet set' was truly a two pack or because it was reversible it gave two looks but there was actually only one duvet. I explained that I wanted to make curtains out of the duvet because there were no matching curtains available and I was trying to calculate fabric requirements. I expected them to check out if the web description actually matched the product. This was the reply: 'I understand your concern regarding the packaging of the curtains and would like to help you. I have checked the item on our website and can confirm that it is a pack of 2 curtains. I am sorry to inform you that we are unable to send two single duvet cover as its is a pack of bedding set. I can confirm that you can place an order for the item and if the item is not suitable for you then you can return the item for a full refund.'
I wrote back saying the reply didn't make sense and that I had asked about duvets set and asked for the link to the curtains they referred to (in case I had somehow missed matching curtains).
The next reply came saying yes, they understood my query but just best to order the duvets and get a refund (this contradicts the website that states bedding cannot be returned if opened). I was then referred to the 'wide range of curtains' on the website - none of which match the duvets.
My guess is that there is a script used and key words are extracted from the query and inserted into a standard reply which then doesn't make sense. No attempt is made to actually understand or resolve the query. Each reply just encouraged me to buy anyway so just felt like a sales technique. This is a pathetic excuse for customer service. Very frustrating.”
“I would not ask anyone to go with this insurance and will be glad when the year is out i thought things was fine with the insurance but 4month down the line i got told there was a problem had to pay more money my thought was just wanting more money i gave the correct information over all at the start and they said this was good then 4mounth down he line come bk to me so not good”
“Free Samples SHOUDN'T BE FOR SALE!! But somehow, they ask you to pay £5 (for a 1 day in-store beauty meeting) in order to get some free samples after, which , may I remind you, ARE NOT FOR SALE! But for me this is an obvious way of seling them.
Beauty counters in shops like Boots, Debenhams and House of Fraser often have a few samples put aside for customers who want to try before they buy. All you have to do to get such, is ASK. Most companies have sample sizes which are offered at no charge. ( e.g.Estee Lauder, Chanel, Clinique, Christian Dior, Sephora and La Mer ).
Brands offer samples as a way to encourage customers to try something new, hoping that once we’ve tried it, we’ll get hooked and sign up for the full size. Maybe Debenhams should be more flexible when it comes to giving away some echantillons gratuits.”
“Delivery company they use (Hermes) is absolutely useless. There is always unknown when the goods are going to be delivered and their customers service is not worth contacting, waste of time.”
“No option for next day delivery after a certain time and only alternative is 10 working days. When the delivery did not turn up in time, I was unable to change the address or cancel the order. Very poor customer service”
“I changed my car and was due a £60 refund on my premium. However they refunded it to a closed bank account and now after multiple phone calls say I have to get it back from the bank. The bank denies they have received the money, so I am left piggy in the middle. I could take this further but not sure I have the time or patience to deal with two organisations who don't care for their customers”
“Not surprised to hear profits down this year and other companies should take note Christmas is in our faces in summer when it's last thing we want to think about Then I full week before Xmas I went to our local store with my sisters all wanting some Xmas spirit we all work full time and got a day out together so you can imagine our disappointment when we got in store to see empty shelves no decorations no atmosphere one full week before Xmas. Big companies need to realise you can't have it all ways Xmas should be November and December then we might look forward to it not everyone wants to shop online”
“I found customer service really unsatisfactory. The insurance had a lot of add on charges, i only went through with the insurance because I was working and didn't have time to look elsewhere.”
“I actually have used Debenhams for over 10 years and spent thousands but have noticed over the years their products and service us getting worse.
Take for instance the latest issue which means I will never shop with them again.
I ordered for click and collect to get a £5 voucher, usually I'd have the free delivery. So I drove to collect, received the voucher with my parcel and drove home. I collected the parcel on the afternoon of the 7th, and realised the following day the voucher had expired! What a con! Contacting customer services on the 9th I get told I can use the voucher up to the 8th! Well I knew that, totally useless and a total con! Never again”
