“If I had an option, I will give minus rating for their service. I placed an order twice in two different dates. I got a text messages from the courier that they would be delivering on a certain time in a specific date but no one turned up. I called debenhams straightaway and notified them I have not got the parcels from anyone. I was advised to wait for 72 hours first, then another 3 working days to complete their investigation. Finally after so many chasing I got a ph call from them saying it's their business decision that they wont refund the money. As per their investigation, the driver told them that the parcels were delivered so they cant refund the money. They are not willing to listen to the customer's point that the parcels have not been delivered. This company has got rubbish customer service policy, they dont trust customer and they do not support any customer either. I will go further up and take legal against on this. For the rest of the customer who buy products from them, please bear all this in mind. This is a genuine urge from me as they just steal customer's money.”
“Bought some things in Cardiff store yesterday including a teapot priced £15. When I got home was looking for matching mugs online and found same model teapot priced £10-50. Emailed head office and reply stated that pricing policy differs between online and store shopping. Wonder how many of the other items I bought in store are cheaper online. No wonder this company is struggling to keep stores open. Won't be buying the mugs now as I feel already mugged by Debenhams.”
“Good afternoon had wonderful service as usual from your Oldham store.Always go there for my underwear.Super lady Called Cath who really knows her job.So lucky to have a lady who knows what she is talking about,also Jan Foster on checkout,was very helpful .”
“The restaurant staff at Bury could not be better. Katie has assembled a lovely group to work with each 1 seems really friendly. Ann makes a lovely breakfast and tasha has added her own style to the team. Long may they continue xxx”
“My wife and I have been shopping in Blackburn Debenhams for 20 years.
She likes the clothes and we often have a breakfast in the cafe on Saturday mornings. Its the centre of town for us. Always has been. Please don't even think of closing the place or replacing it with online facilities. It's not the same. Never will be. Invest in your stores, Debs, please. Keep doing what you've always been doing. People will tire of online shopping, for personal stuff; you'll see!.Just find a way to make it work. Please. Thank you!”
“Could it get any worse? Ordered a new coat..when it arrived it wasn't even the coat I ordered it was another coat entirely. They told me a courier wasn't available so being disabled I would have to pay for a taxi for over 4 miles to get to a local Hermes Parcel store. After challenging this they arranged a courier ...I waited in for 2 days after providing them with days they could collect. It wasnt collected on the arranged days. 4 days later it still hasnt been collected and I've been told I need to wait at home another day now. Only offered 10percent off my next purchase to apologise...and STILL no refund. When they sent me the incorrect coat it meant the one I wanted went out of stock. So all in all I have no coat...£85 less in my bank account...a week spent at home waiting for Hermes that never arrived (apparantly the first time it never even got arranged), and one frustrated customer. Never again.”
“I went to Telford store today and the Lady who was on the Dune shoes section went out of her way to be helpful. Her name was Lynn I think if I remember right. I have a wedding in November and after purchasing some shoes off Lynn I then asked her advice about what colour bag and fascinator I should where’s. I told her what colour I had in mind and she agreed with me . She came over with me to look at them with the matching bags . I was more than happy with the customer service I received off Lynn today and the girl on the till, I don’t know her name but she had long black hair with a fringe was also delightful.”
“Diabolical service. If I could give 0 stars I would. I ordered a long sleeve shirt online and twice, despite being advised that they had sent a short sleeved shirt, the warehouse sent a replacement short sleeve shirt, which is not what I ordered. This was despite an in-store lady advising them, by telephone, to send a long sleeved one instead. Good job they are not working in a hospital or my thumb could have been removed instead of a wart on my hand.”
“I contacted Debenhams regarding Gift cards which had been the property of my mother who sadly died earlier this year. Some of the gift cards had expired. Within an hour Debenhams had contacted me to say they would reinstate the expired vouchers. Fabulous news as they will be used to purchase much needed equipment for the hospice which took such good care of my mum in her final weeks. Full marks for such kind and considerate customer care Debenhams. Other customer care departments could learn a lot from you.
Thank you”
“Terrible phone service. Woman with no common sense answered the call and it was a struggle being transferred through to the travel money. The woman in travel money was difficult and said she had to go as had a customer waiting. Absolutely disgusting service.”
“Ordered online for international delivery of toys for my granddaughters 8th birthday. Was told I could track. WRONG. Apparently you cannot track when parcel has left U.K. Courier in Australia will be in touch . Nine days later and heard nothing. Customer service non existent! Shameful behaviour for such a large company. I usually send via John Lewis, who are excellent and have never failed. Where is her present??? Who knows. This is a mistake I will not make again, so disappointing. Oh, and don't bother emailing them, because they don’t reply to them either!”
“Furious! Debenhams have got illegal t's and c's on their site and are stealing my money because of it!
Online order delivered to workplace, 2 out of 3 parcels were delivered to the next warehouse along (rather than to the correct address), 1 hasnt been received.
I've requested a refund or replacement, Debenhams are saying that because the delivery address is a business address they aren't liable.
I have spoken to Citizen's Advice about this and they have confirmed that's utter nonsense, illegal, and only possible if I ordered for the business (which I haven't, it's a personal order). I have tried explaining this to Debenhams and they are still refusing to refund me to the tune of around £150 for their own mistake!!!”
“Debenhams has always been my favourite store to shop at. They do offer a wide selection of products and speedy online delivery.
However, recently upon purchased a faulty packaged luxury beauty goods, they refused to provide a refund. They declined to refund due to the item being 'damaged', even though it was sold to me in that state, and has never been used or even opened.
The store manager, although aware of the Consumers Rights Act 2015, stated that 'packaging is not part of the product', therefore not protected under the Consumer Rights Act. This is incorrect and a wrongful interpretation of the law.
It is unfortunate that a major department store has failed to keep up its customer service standard.”
