“Absolutely despicable customer service. Ordered an item for my husband's Christmas which did not arrive. Debenhams are insisting on issuing a refund to the original payment card .... Which was a lovetoshop gift card I no longer have.... And that I then re order the item. This really is not good enough. I'm now out of pocket and still no t-shirt for my husband.
I've been going round the houses with various customer service advisors trelling me from their scripts that they are sorry for my inconvenience.... Clearly they could not care less.”
“Placed an order online which says it will be delivered in 7 days. 12 days later still waiting and its unlikely that i will now receive it in time for Christmas. No at all happy. Will not use Debenhams again”
“Hi, I ordered a coffee machine recently, no problems with that. However, someone tried to access my bank account. They provided my 16 digit number and the security number. This was the only purchase I made with this card... fortunately they couldn't provide security details so my account was temporarily suspended.”
“Lovely staff, very pleasant &helpful & nothing, was a bother they even gift wrapped all my presents for me! I absolutely love shopping at Debenhams in Sunderland.”
“Ordered 6 items for Christmas, 10 days ago. One email to say that 4 would be delivered today - nothing arrived. It took 20 mins to get through to customer services - was told "your items have been lost, we will send them out again but 2 are now out of stock! ". The chap dealing with my query was very nice but.....couldn't confirm when this order would be shipped.”
“Ordered a GREY suit online but was shocked to see that a BLUE JACKET was sent with a GREY TROUSERS (mad matching try), 40R size was sent instead of 42S.
WORST OF ALL A 42S STICKER WAS PUT ON POLYTHENE BAG WHICH LOOKED LIKE A DELIBERATE ACT OF DECEPTION TO HIDE WRONG SIZE OF JACKET.”
“poor customer service no reply to emails so no choice but to call long wait then the usual not really interested or bothered script replies no success just ended up with more of the wrong item? there is seriously something wrong I now have 4 items that I cant find anywhere on the website and none correspond with products on my invoice ? oh the Joy of trying to return these!”
“I had a very helpful lady help me in Debenhams Crawley today. Her name was Chelsea and she was a senior sales lady. She went out of her way to help me and took a long time finding a store which had a jumpsuit I wanted but Crawley never had the size. So often people complain and do not praise such lovely service. Thank you Chelsea for your time, patience and help.”
“Really poor service
Ordered two advent calendars to go to my family in Glasgow
They still haven’t arrived and it’s 6th December
Even worse you can’t get through on the phone to customer service and emails don’t work either -
I tried again today for 15 minutes on hold and then again at 7pm for 25 minutes
No one is on the line to respond to your call
Such a poor service”
“I made an order almost 3 weeks ago that was supposed to be delivered last monday...LOST!
They don't know where it is! They are not helping nor giving me a refund. Spoken via phone 3 times after being on hold for min 30 minutes. You are very bad Debenhams, no wonder why you are going bankrupt”
“Ordered something online, paid for ‘Nominated Day’ delivery, 2 days later it still hasn’t arrived. No straight answer from their customer service team. Bad experience all round unfortunately. Won’t be buying online from them again.”
“On friday we tried to place an order online, we got to the payment page but were then told that there was a problem with te Debenhams site. This has been the same for about 12 months now but normally we simply ring the customer service team who are happy to complete the order and everybody is happy. This time however we were put through to the South African call center! The lady there would not take our order, she told us that they were aware of the problem with the Debenhams internet site but if we went back onto the site and refreshed our page then we could try again, now i dont claim to be an IT wizard but if the problem is with Debenhams site then how can we cure it from our end??? We persisted and told her that this had happened on previous occasions but the customer service team had taken the order by phone but she then claimed that if she was to do that then we would lose our loyalty discount!! After more persuasion she finally condescended to take our order but to be honest it was painfull, she could only take one number or letter at a time, it was like listening to a 7 year old trying to use a keyboard for the first time! In the end it took us 36 minutes to order 2 items with her, the original order was for 3 items which was confirmed as available online but by the time she had completed her task another of the items was out of stock. At the end she said that a copy of the order would be sent to us via email and on giving her our email address we asked her to repeat it back to us to make sure it was correct. As of this morning we had heard nothing more about our order so rang customer service again eventually to be told that she had once again put the email address down incorrectly. Bearing in mind this was the Black Friday so the question is why would anybody put a lady such as this who obviously has no experience on customer service and cannot use a keyboard, so why place her in this position to leave a lot of dissappointed Debenhams customers in this country. It really is easy to see why Debenhams are suffering when their loyal customers can no longer purchase their products online.”
“I ordered a lot of expensive beauty products from Debenhams online and never received them. The customer service is non existent and they do not answer emails or pick up the phone. The delivery company say it’s Debenhams fault but I can’t contact anyone to ask for a refund. DO NOT IRDER BEAUTY PRODUCTS FROM DEBENHAMS!”
“Debenhams charge for next day delivery with no intention of delivering it next day, I even contacted Hermes and Debenhams haven't actually sent them the parcel. I ordered in the morning the day before, how hard can it be? If it's not able to get there for the next day then don't allow people to pick it otherwise I would of never shopped with you and gone elsewhere, but that's probably why you still let people click next day! Refunding delivery charges is not enough. I now have to spend extra on getting something else, not as good, to replace what should of arrived here today! Not acceptable!”
“i just want to say a lovely friendly lady who i met comes into tesco in a morning and i just want to say she is an asset to your company always smiling and goes out of her way to say hello”
“I ordered an Item a week and a half ago and still haven't got my item it said it will come in less than 4 working day more then 8 working days went by what should I do people???”
“Missing item from delivery. Customer service atrocious - I was made to feel like a criminal instead of a customer with an unfulfilled order. I will NOT be ordering online from Debenhams again - I will stick to the safe waters of John Lewis”
