“Purchased some items in the recent sale but snow boots didn't fit. Very prompt processing of my return which was freepost. Emailed to say funds would be paid back within 3-5 days and they were there the next day. Wouldn't hesitate to use again with such an easy and reliable returns service.”
“Visited the flag ship store in Oxford street and was treated very badly by two of their staff when trying to access stairs with my daughter's baby buggy. Wrote to head office got an apologies but really a cut and paste job as she hadn't read the letter. Thanked me for visiting the Westfield shop- dreadful.”
“Absolute discress of a company I gave them a deposit of 500 for my insurance which was 1200 or that and was paying monthly for them to tell me my insurance is void and not giving back any of my deposit for over a month after Nemours call and complaints all I got was £56 .30 back ... avoid these Fu!@#ng Scum bags”
“Awful. Two items in order.
First one my signature was forged and I got an email saying I had just signed for it at my address - while I was at home waiting for the delivery.
Second part - ordered a size 5 boots - received a size 7.
Customer service worse than useless. Emails, tweets and many calls later and I am no further forward in resolving this. Probably going to have to ask my credit card company to resolve.”
“Hi
This was the only shop open ,during new years eve in leicester -what a relief !
They also had a wide range of sale products for me to choose from.
After disappointedly returning from fosse park (trying to look for a fancy gown for my 8 year old neice),I was so pleased when i found ted baker /monsoon frocks on sale.Didnt mind the parking fee even !!!
Keep going debenhams
Good luck”
“I decided tweeting my bad experiences with Debenhams on the 9th January 2019 because the matter dragged for nearly two weeks. I ordered 6 items which i could mix and match and present to my family and friends.
Very bad service by @Debenhams harrow branch since 1/1/19 to collect items.29/12/18 I made two calls asking when all the items will be delivered to the store so that i can collect at the same time. I received confirmation email for two items but not the rest and was told to go the next day the 1st of January after two pm. ;2/1/29 - 1 call;3/1/19 -2 calls;4/1/19 -3 calls;6/1/29 -2 calls;9/1/19 -3 calls.From 29/12 to 9/1, 2 items were there but not the rest of 4 which were lost in transit according to them. Today just now I was on the phone James the supervisor on the customer services @Debenhams on 0344 561 6161, after two weeks and so many calls, told me Harrow branch manager at click&collect not prepared to deal with this matter anymore,
if these people cannot deal with problems why they work as customer service staff @Debenhams James the supervisor cut the line off or technical hitch who knows only prepared to refund the money for those two items which were originally at Harrow branch. Who is also claiming @debenhams the items are missing now which I went to collect on the 1st of January. but i told them i will come back to collect along with other 4 items with which I was going to mix & match the presents , I was informed the 4 items now were lost in transit. Very very bad service no goodwill nothing for the stress. They @Debenhams caused me from the 29th December 2018 till today. Being a customer of @Debenhams for nearly 25 years the service I got are :- unhappy customer for 4 items lost in transit, Harrow branch, who now saying 2 item cannot be traced which were there when I went to collect on the 1st January. 👎
They replied via DM saying 4 items costs are refunded which they should anyway and reorder all of them.
But I replied back saying this:- 👇
They are all out of stock . I was told refunded ordered items were lost in transit. 4 items . Rest of the two items were at Harrow store on the 1/1/19. now they can’t trace them. When I went to the Harrow store one of the item was already opened. Which had my name and address label. Then I told the department manager and the lady who served me that I will come back to collect with rest of the 4 items. Then day after I was informed that 4 items were lost in transit and they refunded it saying the reason was 'returned items'. Which were not the reason but they are ‘lost’ not returned by me. Since then I have been on to your customer services to collect the other two items which they put back in their store room. Every time I phoned department manager promised me that she will call me back within 10 mins. But till now I never got a call from that mangerI.
Today I was told that the manager in question at the Harrow store not prepared to handle with this matter anymore. So what happened to those items I left behind saying I will come back to collect them? Why they are not taking responsibility of it? Why they couldn’t log on somewhere? Why they are saying they can’t trace them which were there when I went on the 1st of January? Not capable of handling customer complaints and customer enquiries ? I am stressed because of this. I would like a compensation or some sort of goodwill. Not just a refund and an apology. This matter went out of control by your staff at Harrow branch.
Then they offered me £5 voucher as a guesture of goodwill.
Then I messaged them saying ‘Can I also just say that your offer of £5 voucher is an insult for what I have been through.’
They were not prepared to increase further.
Money is not my motive but the stress I have been through festive time and the fact that I was unable to exchange presents, rather than being happy on the new year I had to sort this matter at the Harrow branch and they were not understanding my embarrassment I been through.
They came back with £10 offer.
I asked them to review again because the two items which were not collected should have been kept safely at Harrow branch are not traceable now!!! And Harrow branch is not prepared to deal with matter. Incapable of doing their primary jobs how can they be reliable.
I am still waiting for their reply.
Meantime they refunded the money for the two items not traceable at the Harrow Branch.
They want me to accept the £10 to close the complaint but I have a right to know and want answers from Harrow Branch how they handle the uncollected items which they should keep safely in their stock room @click and collect department.
😔”
“Very disappointed with Debenhams. Ordered an item online (in stock ) . Order was processed and accepted.
Several hours later had an email saying my order had been cancelled- item out of stock ! I emailed Debenhams and wasn’t given an adequate reply . My ordered shouldn’t have been processed & I should have been flagged up immediately.”
“No one likes hidden charges, right? Wrong, Debenhams does. They also like telling customers that they’ve “already process a refund” when they really havent, were never planning on it, and were hoping that I forgot. Overall, sketchy AF.”
“The high streets have released the Christmas trading for this year, and have said in general sales are down all year round, this year has not been good, I as a customer have been in a long queue waiting to be servef, or just looking for someone to help me find what I want where is all the staff, cut backs don't work you loose customets, I have walked out gone home and ordered on line, which I don't like doing as I like to see what I am buying, more staff less people will walk out and not buy, we all have busy lives and don't have the time to wait in long queues”
“The fact that Debenhams use a courier company like Hermes is totally beyond me (These guys have even featured on BBC Watchdog for poor service) You would think a a long standing brand such as Debenhams would use a reliable company to deliver their products.
I ordered an item on Saturday and paid for next day delivery, waited in all day on the Sunday only to receive an email at 1830hrs stating "Your parcel has been delivered to your porch" I had to raise an eyebrow at this point because i don't have porch. As it turns out the parcel was delivered to completely the wrong street. I don't really expect to have to go knocking on doors in an adjacent street to try and track down my parcel (Without success I would add)
I called Debenhams the following day and they kindly offered to send another item which was due to arrive today. As I was not at home I specifically requested that the parcel be delivered to a neighbour whom I knew would be home.
The sorry saga continued when i got an email from the courier stating "We couldn't deliver your parcel as you weren't home" (I was already aware of the fact I wasn't home)
In exasperation I called Debenhams "Customer service" and got put through to a young woman from down town Bangkok. My name is Pete but she insisted on calling me, Mr Pat, then Pat, then addressed me by my surname only as if I was being berated by my headmaster.
I requested a cancellation of my order and a refund only to be told that I would not get a refund until "Debhams" (Her words) received the item back which would take ten days.
When I pointed out to her, that under the Consumer Rights Act 2015 this was illegal because of the fact that I have not received and goods and or services that I had paid for. She then informed the her and her colleague (Who both obviously have a wealth of knowledge in UK consumer law) were right, I was wrong and i would not get a refund until the item had been received back at the "Debhams" warehouse (I think she said warehouse anyway)
I asked the question as to whether or not "Debhams" would actually receive this item from Hermes as they had failed to get it to me on two separate occasions. I was met with a stony silence followed by "I'm sorry Mr Pat"
At this point I hung up and dialed the alternative Debenhams UK customer service number without little more success but at least this guy had the courtesy to use my correct name.
APPALLING DEBENHAMS! JUST APPALLING”
