“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”
“My husband purchased me a jumper for Christmas in a beautiful colour. Debenhams sold them in quite a few other colours. I ordered one , waited for it to come only to find when I opened the package it was a pair of jeans instead. Took it back to the local store who could not apologise enough, even though it was not their fault. They even gave us vouchers for free coffee and tea in the restaurant. Excellent service.”
“No option for next day delivery after a certain time and only alternative is 10 working days. When the delivery did not turn up in time, I was unable to change the address or cancel the order. Very poor customer service”
“Got some things i was after, surprisingly they had more to offer instore than online. I filled my basket only to get to the checkout and over half items out of stock, dissapointed really as you spend hours searching at least i had an idea what i was looking for at the local store, i even found lots of sale bargains i hadn't seen online turned out to be a good shopping day after all. 7/10”
“Fast delivery and the option to collect in the local store. Easy returns policy and great variety of products to choose from. Love the website search filters and sorting options also.”
