“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.”
“Quick delivery from online order, no problem returning shoes as colour not suitable and almost immediately refund to my card. Managed to find an alternative in store in sale which also made me happy.”
“I went for lunch at 2.15pm with the family at the upstairs cafe and it was absolutely atrocious! Only food available was boiled potatoes with an assortment of condiments.. And one lonesome yoghurt pot being kept on the gantry with the warm food?? Completely ran out of food and staff just didn't know how to handle the situation.. what the hell is going on!? Seriously get Gordon Ramsey in the kitchen as sort this shambolic mess out..”
“Quick delivery of my product which I ordered online. The only thing I would say about the oxford street branch is that the female bathrooms are absolutely not up to standard in cleanliness.”
“My daughter bought me a Julian Mcdonald bag last year costing just over £60 pound. I have not used the bag until this month as I was trying to keep it good. The gold on the inside of the handle came away quite badly as it was actually a type of foil material. She took the bag back today and they gave her £17 and change as that was the current value and she had no receipt. The bag was on her Debenhams account so surely this could be tracked. Also the bag was faulty so surely the full price should have been refunded. I will not be buying a bag from here again.
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“Dreadful customer service from Debenhams 👎giving loyalty points on my wifes beauty card and then stealing them back, through their own mistake, and telling my wife it was because She spent too much. The amount of times they said they would ring back and didn't. They really don't care. I take it they don't want loyal customers. Got one less now.”
