“If you wanna be scammed by Debenhams just ordered!! They send me a sofas in different quality, size and colour, no phone number and text messages person don’t care of customers just supporting them scammers sellers , very bad service they do to UK people, I’m lost £1300 with my sofa order like .”
“Ordered items on 8th August,paid for delivery, Evri lost my parcel and Debenhams say they have 30 days to consider whether they will return my money as they have to investigate it. READ THE SMALL PRINT. It's there that they have 30 days to consider returning your money. So it appears that paying extra for a fast delivery is meaningless!!The customer service is ridiculous. I still at this point have not received my refund. I will never ever use this company again!!!!”
“Returned my item (as it was fake) got my refund. But not the full amount. The thieves kept postage I paid for delivery. But no worries. I will contact them ombudsman and trading standards”
“Worst company to order from. No wonder they had to close down. False advertised an item. When they obviously was never going to have it in. I got a refund eventually but they tired keeping my my extra delivery fee I paid for. Suggesting they didn’t know if want it back. Totally fraudulent. You can buy most of the items elsewhere. I suggest you do. This company is disgusting.”
“Avoid!! Missed half the parts for the furniture I bought for summer and 2 months later I am still missing them. Very quick to blame other suppliers rather than taking responsibilty and sorting it out themselves.
Terrible service”
“Twice I have recently shopped via Debenhams online and both times now I have had extreme difficulty returning very simple items. From my order number not being recognised to having difficulty finding clear instructions on what to do, it seems this company is making it as difficult as possible for people to return items in the hopes that the returns window passes and they can keep people's money! Whilst the customer service reps I have finally managed to speak to have been very helpful and polite, I feel I shouldn't have to even be speaking to customer service over what should be a simple return process like every other company in the world seems to provide!”
“Terrible service. Recieved a faulty item, only half a refund which included a fee, which is against the law.
Don't ever shop with them, they are just a reseller, go direct to the retailer as you will have to deal with them directly when you have an issue anyway.”
“Debenhams is not the same as it once was! I bought a bed for my elderly grandmother as she insisted to buy from 'reputable Debenhams' she was referring to the reputation over 20 years ago. The bed arrived and we had a handyman booked to build the bed (£200) the handyman cost us. The bed arrived and the headboard was damaged slightly. We couldn't leave my Grandmother without a bed as we gave her old bed to a charity on the delivery day to make space in her room for the new one. so the handyman built it and I informed Debenhams straight away with a picture. They said they facilitated a company called GFW to sell the bed on their platform. Oops. Alarm bells ringing. question was we didn't buy from Debenhams?? receipt says otherwise. They said they will replace the headboard immediately. I said ok but the bed is already built and took 3 hours to do so, we don't see the point to dismantle it, hire the handyman again as this is adding to unnecessary higher costs so suggested Debenhams offers a partial refund which is fair. Debenhams said they agree but cannot make that decision and GFW declined and offered to send the replacement part headboard. I agreed ok. then i receive a message to say i have to wait a month for the replacement as they are out of stock. They didn't even check their stock before offering a solution. Debenhams pretends it wants to help but ultimately says its powerless to make decisions. I would urge you to check if you're buying from Debenhams or a third party because this shopping experience has been horrible for me and my elderly grandmother.
Date of experience: 13 August 2024”
“I still haven't got my refund and its been 3 weeks. Absolutely incompetent. No phone number to call and no agent overseeing an issue. There are only social media platforms to make any contact. You don't get assigned to 1 agent so they can oversee the issue. Instead, you get asked the same questions multiple times and different agents answering your questions. I ordered an item that had a part missing. I requested a refund and to have it picked up and I was told I have to wait another week before I hear back if this is ok. Bearing in mind it took them 7 days to actually send the item! I was advised that as Debenhams is an online marketplace they need to contact the supplier directly to find out what to do do next. As a distributor they are responsible and have a legal obligation to offer me a refund and a pick up the item that is faulty. The stupid this is that the item could have been ordered on amazon with next day delivery. What an utter disappointment Debenhams and quite frankly, with the customer service you offer I can't imagine this business will last long! Agents that should be named and shamed are Joy, Zyrene, Florelyn M and a supervisor called Marylou”
“DO NOT ORDER - Total lack of customer service. ordered items which arrived late. I'm trying to return the items and no delivery label available, although it's less than 28 days since I received the items.
No way of getting hold of them other than emailing. This process is so stressful”
“Absolutely incompetent. No phone number to call and no agent overseeing an issue. There are only social media platforms to make any contact. You don't get assigned to 1 agent so they can oversee the issue. Instead, you get asked the same questions multiple times and different agents answering your questors. I ordered an item that had a part missing. I wanted a refund and to return it and I have to wait a week before I hear back if this is ok. I was advised that as Debenhams is an online marketplace they need to contact the supplier directly to find out what to do do next. As a distributor they are responsible and legally have the ability to offer refund and a pick up if an item that is faulty. The stupid this is that the item could have been ordered on amazon with next day delivery not 7 days delivery!! What an utter disappointment Debenhams and quite frankly, with the customer service you offer I can't imagine this business will last long! Agents that should be named and shamed are Joy, Zyrene, Florelyn M”
“I purchased a Eleganza Ottoman Kingsize bed with gas lift only for it to be faulty and the gas lift wouldn’t fit or work, the frame was damaged. After around 30 messages as emails don’t work their end I am still no further forward. Using stall tactics and even just not replying now!
Worst experience of my life, do not use them!!!!”
“I ordered a 12v battery toy for my sons birthday, the order came on the 30th July, it arrived damaged and I contacted customer services the same day with the pictures attached of the damaged toy, I got a response saying they would replace it and I would hear from them by 2nd August, I contacted them today and they then told me I wouldn't be receiving a replacement as they couldn't send a replacement and that I could get a refund after collection of the damaged goods, the collection would be after a date on the 7th August- unfortunately after my sons birthday. After much communication with the customer services they fall below from what I expect from any online retailer.”
“I ordered from Debenhams and had to return items due to wrong size. I reordered correct size which came through. However my refund for the shirts which I returned, I did receive, However, It had £1.99 taken off the refund value and when I contact his customer services They said that it is costly to Do refunds and that £1.99 is their charge For the privilege of being able to return goods ordered online. If anyone is ordering, please Be advised they will charge you to return the goods although it is written nowhere that I could find to say that this is what they were going to do . Very unhappy customer”
“Utterly disgusting non-existent service from Debenhams who are quick to shift the blame to a supplier for the delivery of a car bin instead of a clothing rack unit! No way of speaking to a human being, quick to block emails or messages sent to them but very happy to keep your money eventhough this is going against Consumer Rights law. Something needs to be done about this company as from reading reviews this clearly is an ongoing issue which should not be allowed to happen!”
“Mattress delivered 17th, marks and loose threads, advertised at 30cm depth is 26cm. contacted customer service, sent photos. Told, they are a marketplace, they took my money but the issue is with the supplier, told wait until the 27 th for supplier reply. Please be aware, shop at reputable stores. Appalling customer service, they don’t really care.”
“DO NOT SHOP @ DEBENHAMS ONLINE!!!!!!! you have been warned.
Returned an item using a QR code that they provided. Got proof of delivery (signed for) using the royal mail service on 1/7. Have spent the last week exchanging 10+ emails and they are REFUSING to process the refund as they cant find the item??? I HAVE SENT THE EVIDENCE OF IT BEING RECEIVED AND SIGNED BY THEM! Truly the worst customer service I've ever experienced. they have my money!!!! and the goods!!! DUX029271536”
“Wow, worst customer service I have delt with, ordered what looked like a black and white spotted dress to go with white shoes and matching hat for a wedding to find on arrival the spots are not white as the image portrays but a dull beige colour. I asked if the postage could be refunded as I would not have placed the order knowing it was black and beige but shut down by more than one agent stating its the lighting on their images that can be out?@# Nothing on the website to say it was beige so you had to go with the images which are clearly wrong. I also have to pay to return the dress now. No understanding of the complaint I was trying to make!!!!!!”
“Appalling service, taken money , no goods received, constant lies about parcel being out for delivery, disgraceful customer service . Currently waiting for parcel after six weeks. Then should be stopped from allowing good people to purchase online . Close them down permanently.”
