“A big Thankyou to the Clarins beauty consultants at the Stirling store, for a lovely experience, not forgetting the complimentary mini makeup from the counter consultant. My sister and I left the store relaxed, rejuvenated and ready to face the world. Thanks for the advice and recommendations. Follow up appointments made for March.”
“I had ordered a dress and faux fur shrug for my granddaughter to wear as a bridesmaid for her auntie. The shrug was rather small but was replaced with a larger size promptly. Unfortunately the dress for which I ordered size 12-13 years, arrived size 9 years!!
I returned it to the store in Leeds and received a refund. They were unable to supply the correct size. I was NOT happy about that. Fortunately I was able to purchase a suitable dress at a different store.”
“They did whatever they could to make sure I was happy. Their customer services are caring and they helped me. I would use them again without a second thought.”
“The staff at the perfume counter were ever so helpful in helping me choose a fragrance for a loved one, very professional and helpful in the peak of the hectic Christmas shopping period.”
“I spent over £400 with vouchers from Amazon I had saved, the items were reduced and when I got to the till I saved another 10%, the total saving was massive, plus the clothes are such good quality. I always shop there a get a good deal.”
“Their was a huge sale on a variety of clothing i purcahsed 4 pairs of a jeans and a cardigan majority of the jeans cost £49.99 RRP i got the lot for £47.99 Bargain”
“I bought a White Diamonds Night Elizabeth Taylor perfume from Oxford Debenhams on the 10th Jan 2018 and when I opened it, I found out it is faulty. There was no White Diamonds Night perfume smell but just a smell of spirit!
I contacted Customer Service who in turn asked me to contact the store to return the item. I may have called at least 10 different people so far from the numbers given on line under Debenhams and they have given me 10 different phone numbers to contact the store in Oxford. Some numbers did not even work and some were incorrect. At last, today after about 45 minutes to 1 hour waiting time (getting cut off, putting on hold, and trying different numbers that were given to me again, forwarding my call and then getting cut off etc etc) I got through to a Supervisor at Oxford branch.
She said that she can’t accept a return due to hygiene reasons, since it is a perfume and that is the Debenhams’ Policy!
Customer Service has stated in one of their emails to me that I CAN return the item even if it is a perfume/fragrance IF it is faulty, which is why I was trying to return it and get a refund. The perfume does not smell as it should be, and it is faulty! Otherwise why do I try to return it??!!
This Supervisor at Oxford Store further asked me to find Elizabeth Arden Customer Service number on line and speak to one of them to resolve this, as it is their product. I thought that was such a bizarre request as I have bought the product from Debenhams! She insisted that it cannot be returned due to hygiene reasons and hence I got to speak to a Customer Service at Elizabeth Arden! I asked to speak to a Manager and Eve said that there was no Manager available. I asked to speak to an Assistant Manager and she said that there were no Assistant Managers in their Store. I did not have any other alternative but to speak to her who she claimed to be a Supervisor. Anyway, since she was not helpful at all…
I spoke to Elizabeth Arden Customer Service as she suggested; and a person spoke to a person called Jude who said that I really should speak to Debenhams as that is where I bought the product from. He was quite surprised that I have been asked to contact them by Eve!
Then I called back the Debenhams Customer Service and once AGAIN explained the situation (as I get a different person each time I call!!) and this person said that he will transfer me to the Store to speak to someone there. When transferred, my call was cut off!
I called your Customer Service yet again. I was holding on for a while and then a lady came on the phone and after another lengthy conversation, she put me on hold for another 5 minutes or more until she spoke to Eve at Oxford Store. She came back on the line and asked me to speak to a Manager , a Manager who was not available few minutes ago!
Anyway, the Customer Service could get hold of a Manager at the end called who is willing to refund the money for me if I bring it to the store.
I will be going to the Store tomorrow, hopefully, to return the item and get a refund.
My complaint is this-
Why was I sent a wild goose chase like the way your Customer Service people did? I was on the phone for at least 45 minutes to 1 hour, who is going to pay my telephone bill?
I have to pay for a return ticket to go to town tomorrow in order to get the refund, who is going to pay me that?
Why does Debehams have to make customers feel so frustrated by trying ‘not to’ help? Where is your Customer Satisfaction??
I am appalled by your service; honestly, it is not something that I would expect from a renowned place like Debehams. In all my honesty I don’t think I WILL EVER shop with you again, never!”
“Debenhams had way too many staff, so they were almost fighting to serve me. They were very helpful and did get further sales. I also got a few free samples”
