“Worst on line shopping and customer service experience ever. Ordered with next day delivery, item never arrived, couldn't contact carrier (Hermes), Debenhams couldn't be called and didn't respond to multiple emails even when court action was threatened. After nearly a month I tried to post an accurate but damming review on their site. Within 2 working hours my money was refunded and the review was never shown. So reviews on their site are censored. Not even a token voucher was offered for all the time wasted and inconvenience caused. Complained about this again and got no response for 2 weeks when I got generic email asking what the problem was.”
“Terrible customer service, do not order from them. Still owes me refund for 2 jumpers and never received another order. Both over 2 months ago. Will never order from them again”
“Very bad customer service, I know it's been a challenging time for everyone but Debenhams is the only place I've had issues with. I ordered a bracelet set over a month ago and it has still not arrived. I cannot track the package and nobody is responding to me in customer service or head office. I also returned 2 jumpers over 5 weeks ago and have still not received an update on my refund or any response from customer service. I think a lot of staff abandoned ship after being treated unfairly and now they are left with the repercussions. I order off them quite frequently but have stopped since still not receiving an update on my refund and missing package and have found alternative websites to order from instead. Very disappointed and frustrated at the service.”
“Fast delivery but had to return the item via their own courier service Hermes. That was 25 days ago and I have received no confirmation that the returned item has been received nor have I received a credit. No answer to my 3 emails (sent to both their Returns and Complaints as per their web page) and their customer service number is not being manned. I am concerned as I have no other way to contact them.”
“Waiting several weeks on refund. Sent several emails with proof of return still nothing. No customer service to call. Total shambles for such a big company.”
“By the far the worst company I've used over this lockdown period..they don't refund missing or broken items and only send generic replies..there is no way to contact them further.. I am left out of pocket and they don't seem to care”
“No refund for returned items. No reply to emails and a closed call centre. What a shambles of a failing company. Have reported the CPCC for robbing its customers.”
“Appalling customer service by this well known company, because they know their going out of business they have no concern with appropriate customer service.
I ordered some shoes for delivery and they arrived damaged, tried to contact them but no chance, no number to call just an email address, contacted them on 23 April and to date (12th June) I have had no reply, iv chased it 2 times already. Almost 7 weeks being ignored, what a disgrace of a company please beware this once decent well loved company are now a bunch of scamming cowboys”
“Appalling customer service by this well known company, because they know their going out of business they have no concern with appropriate customer service.
I ordered some shoes for delivery and they arrived damaged, tried to contact them but no chance, no number to call just an email address, contacted them on 23 April and to date (12th June) I have had no reply, iv chased it 2 times already. Almost 7 weeks being ignored, what a disgrace of a company please beware this once decent well loved company are now a bunch of scamming cowboys”
“Ordered tommy hilfiger jogging pants ended up receiving a jacket instead, sent back the same day, now been waiting 3 weeks to recieve refund, will never buy from here again, even paid next day delivery so disappointed.. STILL WAITING REFUND OF 68 POUND”
“Eight weeks waiting,Money taken No Goods.Ordered two shirts 5th April on next day delivery
. Email came on delivery day 6th to say would be 7th. No goods arrived. MARKED AS DESPATCHED But Hermes still awaiting parcel on tracking.
Sent two emails to Debenhams but NO REPLY TO EITHER.
I NOW INTEND TO TRY CHARGEBACK AT THE BANK IT IS THE ONLY OPTION LEFT!!!”
“I ordered a birthday gift online, 3 weeks ago. Within 24 hours, Debenhams said the item had been sent - amazing, as I'd expected a delay due to Covid! I was even more surprised when Hermes tracking promised delivery by 18th May. Sadly, it's now 3 weeks later, and my delivery still hasn't arrived. Hermes said to contact Debenhams, so I sent an email on 23rd May, but have heard nothing since, other than an acknowledgement that they'd received my email advising me that I shouldn't send them any further emails, as they were so busy! I had difficulty in finding out how to query non-delivery on the Debenhams website,
as this doesn't seem to be included in their FAQ's. I'm unlikely to risk ordering from Debenhams online again in future, and wouldn't recommend them to anyone else, either. Disappointing.”
