“purchaised boots worth 80 pounds from debenihams were sent back did not fit right av had no rfund try contact tem several times egnored no phone number tis is happening to other people ty av stolen my 80 pounds”
“Still awaiting a reply to a email sent over two weeks ago as what’s app instant message did t get a reply I won’t shop at Debenhams anymore customer service is very important to me
If something goes wrong with your order you need someone to be available to help”
“Worst shopping experience. I returned several items and was only partially refunded, even after contacting customer service and providing all the details. I paid for items I didn’t keep and even covered the return postage myself.
Debenhams has been completely unhelpful in resolving this, and it's starting to feel like they’re just stealing customers’ money. If you value your time and money, do not shop here. Check every refund carefully — or better yet, avoid altogether.”
“I will not be using Debenhams again. There customer service is terrible,. They can not be contacted, takes forever,. They can't keep to There police and after. A faulty item returned. Because unable to contact them. I'm charged 1.99 ..yet they owe me a refund almost a month tried to get refunded. Terrible worse service. Wouldn't use them again or advise anyone. Too. Because if you need to find...get hold of customer service. You can't no numbers etc.”
“Extremely bad, do not buy from them, not refunding returned items.
I returned a jacket I bought from Debenhams (Infinity Leather) on 28 April 2025, and Royal Mail tracking confirms it was delivered on 30 April. Despite chasing them repeatedly, they have refused to issue a refund.
The refund process has been string out for as long as possible, asking for more and more irrelevant information (that has already been provided) in order to make claiming a refund difficult.
Under UK consumer law, refunds should be processed within 14 days of return, but they have delayed for months. I still haven’t had my money back.
From my bad experience, I would strongly warn others to avoid this company until they fix their returns process.”
“I ordered a camera and paid for fast delivery, 7 days later no parcel I've been contacting them for 3 days, no reply my item has with distributors for 6 days but not on it's way yet,I've asked the postage back as it would have been quicker not pay for express, once again no reply from non existent customer service,
Do yours a favour use amazon eBay anyone but debenhams”
“I paid for 2-4 days working days delivery and they didn’t deliver for over 10 days.
I asked for a refund for the delivery fee because I was so frustrated for not getting my items in time when I really needed them and then they said no to the refund. So simple but so stupid.
Delays happen I understand but then not taking accountability is a different issue.”
“Absolutely awful. Ordered 24th July and still no goods. Been in touch with customer services x 4 and still no goods. Just keep being told to wait until a certain date. Last date passed almost a week ago and no response at all to my last email. Please avoid this company and purchase elsewhere. So sad as I thought Debenhams was a reputable company.”
“Avoid ..they don't refund your money if you return an item . You have to keep chasing them for many weeks and they just ignore you . Will never buy from them again”
“Items returned, emails received to acknowledge they received the items. Many weeks later I still haven't got my refunds. Have tried talking to customer services but I think it's AI so it doesn't really resolve any issues.”
“Returned poor quality item same day, proof and confirmation received. 7 weeks on still no refund. Disgusting customer service, no phone number all automated emails, weeks for response. Shocking, go elsewhere unless you don't mind them keeping your money”
“Worst customer service ever...trying to get a refund takes many weeks with no reply to emails and an automated machine on whatssapp. Avoid this shop .”
“Never again!!
I placed my first order a couple of months ago looking for a dress for graduation. None of them were right, so I went to create a return. Now, what they don’t tell you when you’re ordering is that items come from different retailers, and that, when you return, each item has to go back to were it came from. So one order goes to multiple locations, meaning multiple returns to create, and multiple drop offs depending on each retailer’s policies. That was enough to keep me away from Debenhams altogether. However, a couple of weeks before graduation I was still looking for a dress. I went to Coast (which I didn’t know is Debenhams in disguise) and placed a £300 order so I could try multiple options once again. They arrived, I tried them on, and I (luckily) found my dress. The returns for the others, however, have been a nightmare.
I’ve had to ask help from my best friend just to understand what to do. The initial returns site is so misleading (it makes you return one item at a time, when you don’t have to). I created the return, sent off the items, and have only been refunded a third of the total amount. There’s no phone number or method to speak to someone. All you can do is text/email them. I’ve emailed them several times over the last few months and have never had a response. Texting/whatsapping/facebook messengering is the only way I have received a response and even then it’s from a bot. Though I ordered from Coast, everything since pressing buy has been done through Debenhams. It’s like Coast is a front so they can hide from their tarnished name.
It’s fair to say I’m never ordering from there again. Shockingly bad customer service and returns system.”
“Ordered bra 2nd July, it was nothing like picture, the returns was very difficult as I found out it was a 3rd party seller finally on the 23rd July debenhams said my refund was being processed, today is the 30th and still not in bank the whole experience has caused great anxiety”
