“Since Debenhams was taken over by Boohoo, their business practices have become shady and illegal.
They misprice items on the site (for long periods of times) to gather many orders.
They wait a week and do not want to fulfil these orders. They then have the cheek to give me & everyone else a PARTIAL refund, withholding a £2.99 delivery charge and claiming to charge a RETURNS FEE (when the customer has not made any return but in fact the seller cannot fulfil the sale of goods they offered in the first place).
The worst part is that they're intentionally doing this to many people (hundreds of others reported the same). I contacted customer services telling them that this practice breaks the law (Consumer RIghts Act 2005). I asked that they email a correction out to everyone and ensure I get a full refund if they cannot fulfil my order.
Instead of taking on my message and acting on it, they denied seeing any refund on their system, despite me sending them a screenshot of their own emails that they have been sending me. They proceeded to close the ticket and asked for a rating!!
Such a shame that a brand that was once reputable in the UK like Debenhams, is now resorting to scamming tens of thousands of customers. Beyond belief!”
“Review*
I'm very disappointed and upset to be honest, as I had purchased more than 50+ products from Debenhams over a week ago, and they kept hold of my money for all that time, and then they suddenly start sending emails out for each and every single product I had spent my time purchasing them, I purchased the products as I was doing my properties up 'so I thought I'd grab some offers, I believe that the company might of been going through some kind of money issues, and deliberately put the offers on there website in order to make use of other people's money 'to pull themselves out of a sticky situation, and they are still using my money and refunded anything yet, if they wanted they could just as of refunded me the same day or next day, anyway I'm seeking advice from my lawyer and will be in contact with the ombudsman 'for each and everyday they've kept and used my money. And to anyone thinking of purchasing from them, be warned they probably won't send you anything and use your money for their business, and then cancel the purchases. I definitely won't be purchasing from them again. Who knows 'maybe next time they'll just go bankrupt with everyone's money.”
“Parcel not delivered by Evri ( which I can prove through ring cameras!). Evri says talk to Debenhams. I've tried email, text and social media. Debenhams does nothing. No refund. DO NOT SHOP AT DEBENHAMS!!!”
“Never received the shoes I ordered on 31st May ( it’s 21st June now) . I paid for standart delivery 3-5 working days and been waiting for almost a month. Delivered by Evri, I’ve been advised the parcel is lost. Debenhams is asking me to wait a month till they can look into next steps. In the meantime I’ve been given a free next day delivery voucher. Absolutely appalling!”
“Ordered multiple items in there sale, which I paid for. 2 days later they sent me an email saying they had cancelled all my orders, as I requested it. No phone number issues with emails. The truth is they had clearly had issues with the website. And we're just cancelling the orders. Customer service does not exist. What a shame they a making such a Shambles of running what used to be a good business.”
“I ordered a jacket from you on the 30th June, wrong size, so returned on 4 July. 20th and still no refund. I did say I would be happy with a larger size, you said don't do that, refund and purchase again. The refund is taking that long, and I can't afford to lay out twice, so no time to purchase again? holiday in 3 days.”
“After 2 weeks of emails asking for return & refund information about a faulty products, I have still received nothing! No information not they agree to take back a faulty product! This morning I got another email asked me why I wanted to return the faulty electronic when I told them many times the problem of the faulty good. Every time I replied to their email, a new person picked up and I have to wait for days to get a reply, no phone line to call, no live chat, please do yourself a massive favour, don’t shop on Debenhams website. They run it like a scam. Thank goodness my credit card has promised to dispute the transaction on my behalf. Should I have shop on Amazon or Argos, I wouldn’t have to deal with this nonsense. Btw, those 5 stars fake comments each mentioned name of helpful Debenhams staff, I doubt their authenticity as I have not had a personal contact and service by any of their staff during the process, u wouldn’t be surprised they are written by their own staff.”
“I have learned never to order from Debenhams they have no respect for there customers just have to accept I lost £139.00 I can’t see that I will get a refund I been waiting 1 month of no fault of my own the courier lost the items how can you lose 2 sun loungers they not exactly tiny and try getting to customers services they fob you off to each other I give 0 stars 😡😡😡 I did not receive the goods so I can’t answer the next question”
“Not interested in looking after customers who are supplied with faulty goods ! They have your money and not interested in anything else. Avoid at all costs !
Customer service a complete joke”
“I should have read the comments here before placed my order on a Tower air fryer. So disappointing the item is faulty, to my dismay I need to contact and return it to Tower that their return policy clearly said I have to contact the company I bought the item from. It is unbearable a retailer like Debenhams do not take responsibility to the products that they sold online. Should I knew it is sold by the third party, I wouldn’t have brought from Debenhams. I am still yet getting a reply from Tower that I have a feeling that it will be a very long road to get it sorted. No bloody Debenhams scam again.”
“I am writing to express my deep dissatisfaction with the return policy and customer service at Debenhams Department Store. I recently purchased several items online, which included products from multiple brands (multi-marks). Unfortunately, some of these items did not meet my expectations, and I decided to return them.
To my dismay, when I tried to initiate the return process, Debenhams refused to take responsibility and instructed me to contact the specific brand's store directly. This process is not only inconvenient but also completely unhelpful. The multi-mark stores often have their own policies and do not always assist with returns, leaving customers in a frustrating limbo.
This experience has been highly disappointing, and I urge Debenhams to reconsider and improve their return policy to ensure a hassle-free experience for their customers. Until then, I strongly recommend avoiding shopping with Debenhams. I had to bear a loss of £179.98 because Even Pretty never sent the return label, and Debenhams refused to resolve the issue.”
“Pity I can't score -0
I returned a pair of shoes using a qr code debenhams emailed to me. Sent the item at the post office given proof of posting.
Debenhams customer service say it's gone to the wrong address and refuse to refund my money. I'm up to 32 emails with proof of return etc each time responded by a different CSA. Explaining repeatedly the situation sharing the qr they sent me and receipts.
I asked for, complaints, supervisor, manager all to no avail as there does not appear anyway to escalate.
I will never use Debenhams again shocking patronising uncaring customer service.
Funny enough they have not asked for feedback which is the norm now with online purchases!”
“Ordered 8th May expected delivery 15th May still nothing emailed several times useless responses from CS just a fob you off reply. Asked to cancel order can't apparently do that either. So they have my money, my goods and worse still my time and effort emailing back and forth with resolution so I'm hostage to Debenhams. Had l also realised there was no customer services phone number l would NEVER EVER have ordered from Debenhams.”
“Would not recommend ordering from this company.
I ordered a dress and was prompted to purchase the next-day delivery premium package for 1 year, which I did. I opted for this to receive the dress the next day.
However, I was later informed that my dress was excluded from next-day delivery. It's worth mentioning that nowhere during the checkout process was I informed that my dress was an exclusion. This service was misleading.
When I contacted customer service to address this issue, they were rude and did not care about my complaint.
The dress did not arrive as promised at the checkout stage, and they refused to refund me for their misleading information.
I will never buy a single item from them again because of their misleading information and lack of customer support. It was a very disappointing experience.”
“For those of you, like me, collected reward points via Debenhams (Newday) Credit Card and then converted them in to digital vouchers to spend at debenhams.com....
Be alert! Be aware! You won't be able to use them at all. I've tired myself contacting Debenhams via every possible manner and have had no luck. They'll make up everything and anything. Also never make the mistake to buy anything from Debenhams online. If you can get the exact same product from another reliable retailer and if it's a couple of pound more, then buy from elsewhere and not Debenhams. Because, if for any reason you need to contact Debenhams, you'll go through hell and a complete nightmare. Debenhams don't have a number for contacting. Stick to other stores. Debenhams have the most poor customer service one can imagine. Stay clear or regret!”
“I wouldn't order with Debenhams again, 18 days still waiting for someone to refund over £500, absolutely zero proactive communication since the items (2 dresses) were delivered back on 20th April.
And now on 8th May told i have to wait until 15th May for someone to even start looking at the refund request!!!!
Their refunds process is broken and costing them revenue from potentially loyal repeat customers.
They breach their Ts&Cs (which say will be processed 14 days after products returned) and then have the audacity to say the delay is because you haven't contacted them to tell them they haven't processed the refund on the day they said it would be processed!!
They also don't / won't create a complaint case and refuse to handle a y escalations.”
“Don’t bother ordering anything from Debenhams online, I ordered using express delivery (2 days) it took over 7 days to arrive.
No delivery info, no option for refund.
Save your time and use Amazon or something else, they are a nightmare for delivery. No number to contact either, all useless live chats. I was then told basically I had just wait and they will get back to me.”
