Debenhams reviews

Easy purchase and at a good price.

Always have a browse when they have a sale on. Delivery is quick and never goes on the missing list!
The only problem I sometimes have is when they say item is in stock but then email says it isn't. Upgrade your inventory software Debenhams!

No bad experience till date

Ordered loads of stuff to home via Debenhams website and everything seems to be fine. Packaging is also good for fragile items and normal items as well. Will continue to use their services in future. Most importantly, they have great discounts and competitive prices from other high street department stores...

Debenhams Rip Off Gift Cards a poisoned Chalice !

Please please take advice and do not purchase Debenhams Gift cards there are a waste of your hard earned cash. If you buy on line you can only buy if you have value on card or above so then you are usually left with a paltry sum of money that you can't do anything with.If you only have a small store near they have never got what you want so you have to order on line and pay up front but you have two gift cards which cover the amount .....can you amalgamate the cards ? No !
Remember your loved ones have paid hard earned money for these cards so surely they are worth something> So if you can't find item in store you've had it I'm afraid.
Why can't they operate like M and S and other stores where you can top up with your credit card so you can get rid of those wasted odd sums still on gift card?
How much money is just lying in Debenhams coffers just through gift card purchase.
Do not buy them just hand over the money this birthday or Christmas.

Poor Customer Service & Poor Quality Goods

Bought a duvet cover from Debenhams, looked gorgeous but in no time at all, was plucked. Seems that finger nails, my husband's rough skin etc etc can't be rubbed against the duvet as there's an instant pluck and a run in the fabric. Their customer service from start to finish has been inferior and not customer friendly at all. Stunned to see their very low score on Trustpilot and all without their feedback/attempt at trying to resolve their customers' issues. I reviewed the product on their site but my comments were rejected - too truthful for them no doubt. I've bought lots of things from Debenhams in the past but I'll certainly think twice in future and give the smaller retailers my cash from now on - maybe they care about their customers. I'll also mention my negative thoughts on them whenever appropriate.

debenhams service below standard

been shopping in many places in the world. never i met store staff as rude as one in debenhams at bond street in the bikini section, today on 12 may afternoon after fitting I put back the unwanted clothes to the basket, but wait, the staff literally asked me rudely to hang it nicely back on its hanger. i was confused like, r u being serious? is this really the store's policy?? and her answer was "no but i asked if u could help me" . wtf?? she didnt even ask it nicely.

Poor Customer Service

Ordered a product online with no store near-by, the product then became faulty after 5 months, I used my order number to view the order online and it had an option to return and book a courier, I did this and no courier came, so I booked another day and no courier came. I rang up and they said that service is only for the first 28 days and go to a store. I told them I had no stores near by and there system gave me the impression the courier was coming. At no point did they admit there website was in the wrong, letting you book a collection after 28 days. Really Really bad service but in the end after insisting I was right, they refunded me.

Verging on criminal

Tempted yet again by Debenhams "too good to be true" reductions & despite them failing to fulfill previous orders, I ordered some Joseph Joseph cookware. Yet again the delivery didn't materialise, yet again Debenhams say that they are now out of stock & will issue a refund - after holding on to my payment for up to 14 days. How much are they making in interest on all this customer cash they hold on to for two weeks at a time? Is it legal for them to do this? Is Debenhams just an elaborate money laundering scheme? When I tried to insist they supply my goods, I was told "Debenhams are too big to worry about one small order". This was the final straw - I now boycott their fraudulent store and unspeakably rude staff.

VERY POOR CUSTOMER SERVICE WEB ORDERS NEVER ARRIVE,AVOID SEE BELOW REVIEWS

HI ORDERED ITEMS IN ONE ORDER 5 ITEMS DESPITE GOING INTO STORE AFTER RECEIVING EMAIL TO SAY TO COLLECT ON TWO ITEMS ARRIVED,RUDE STAFF INSTORE AND ONLINE HELP UNBELIEVABLE POOR,LIKE TRYING TO CONTACT INDIA,IN SHORT CLOSE YOUR ONLINE ACCOUNT.DONT BOTHER WITH DEBENHAMS MUCH FAR SUPERIOR CUSTOMER SERVICE ON THE HIGH STREET

Will never use again

I bought a dining room table and chairs set online that was deilivered at the beginning of January. 2 of the the chairs were damaged which was agreed by the delivery company and Debenhams promised to replace. They've ignored virtually all my e-mails and have fobbed me off with 3 broken promises for new delivery when I've called and have actually been able to speak to them. We're almost in May, still no sign of the replacement chairs and the range has now been taken off their web site. Debenhams furniture department are a complete waste of space, I've never received such bad customer service as this and hope to never again. I thought they were a reputable company but I will not buy from them again. Debenhams Southampton watch out - the furniture department at your head office is so rubbish that their tatty furniture will be heading in your direction along with an unhappy customer demanding a refund.

No Trouble At All

Used the website a few times now and never had any bother. Just ordered a quite fragile clock that was delivered quickly and packaged superbly well.

Laughable customer service

Ordered a rug on 8th Mar. Status kept showing as "order created". Phoned customer services beginning of April and told supplier had cancelled the order.
Offered a refund which I still haven't received.
Called again to find out why supplier cancelled and Debenhams told me they had made an error and they did not deliver to my postcode. I asked why my postcode was included on the list and they said it was an oversight.
Called again a few days later as it still stated they could deliver to my postcode on their website - was informed that the supplier can deliver after all, but if I want my rug, I would need to reorder because my refund had been processed! I obviously declined.

Same order included a sofa bed. Told would be delivered 23rd - no sofa. Rang at 5pm and told that the supplier couldn't deliver and the sofa had been passed to a new supplier who I had to ring for a date for delivery.
New supplier said it will definitely be delivered on 24th April - 4pm still no sofa. Rang new supplier and they said they had no room on the van and I would get it the next day. I then got another call to say actually, they will deliver today, definitely by 6pm.
It did not arrive.
STILL NO SOFA!!!!!!

Absolutely appalling customer services and no negative reviews can be posted on their site. They deem anything negative " a customer service issue" which somewhat negates the point of having product reviews.

Poor, Poor, Poor

Where to start, first off I couldn't order on their website, there was an error. So I went to nearest store 15 miles away. No stock so they tried to order online but couldn't, give the store staff their due they did manage to order via another system.
Debenhams use Hermes for deliveries, who are nearly as bad as HDNL, the status of my order is still as dispatched. So I called Debenhams, "Can you please tell me where my delivery is?", Debenhams: "Yes it was delivered Wednesday 17th.", Me:"I'm affraid it wasn't as there was no one home.", Debenhams:"I'll just check, yes it was left in a secure location, maybe check your wheelie bin".
There was no note and it's not in the wheelie bin, so I contacted them again, this time I was told it was in a bush. How is that ever secure?

"We will refund you as the item is currently out of stock", ok how long will that take, "It takes 4 weeks sir".

The company is a joke, they said that they would contact Hermes and see where the package was left, but they will be told it was left in the bush, so they won't bother.

hopeless and misleading website/ online delivery service

I saw a beanbag which I wanted and the site said it was in stock, so I went ahead and ordered it. After the initial email confirming I'd made an order, I heard nothing, so after a week, I tried to track where it was in the delivery system. There was no information so I contacted one of their online sales advisors via the website. She was incredibly helpful - I can't fault her at all - but when she looked into it, it turned out that although the website listed the item 'in stock', delivery could take up to 112 days as the item needed to be made to order. This was extremely annoying. i've cancelled the order and been promised a refund within 7 days. If it doesn't turn up within that time frame, I will re review this store and give them 1 star instead!! I would be very wary of online shopping with them again as their database systems don't seem to be able to cope with e-commerce.

Cannot believe this company is still trading...outstandingly poor customer service!

Purchased two sofas online just after Christmas which arrived on 22 February - noticed at time of delivery both were damaged and the relevant details of the damage were noted on the despatch note as instructed by delivery driver. We immediately called Debenhams Customer Services to report the problem and ask for replacements to be sent. We were told to e-mail them. We then received an e-mail asking us to send photographs and details which we did. We then heard nothing further from them (and still haven't!). We tried to contact Customer Services who said Furniture Department were dealing with this matter, asked to be put through, they weren't answering their phone! Left message for someone to call us back - surprisingly no-one did (and has still not!) E-mailed Head Office twice to complain on - we received a standard e-mail stating someone would be in touch - never heard anything further! Finally heard from a third party company who called us to arrange for someone to come and inspect sofas which they did 2 weeks ago. Then had a call from the same tird party company stating someone would be coming out to repair the damaged sofas. We told them we weren't sure repair would sort the problem satisfactorily and they told us to speak to the retailer - I wish it was that easy! We have tried twice now to contact the Furniture Department since Friday morning and no-one has bothered to call us back or e-mail us, which seems to be the preferred method of communication of Debenhams as they can conveniently ignore these messages. We have now spoken to someone in Customer services and asked to register a complaint, guess what she said? Send an e-mail! She finally agreed to take details and here hoping someone may realise that their business depends on customers and treating them so appallingly is not going to lead to repeat business or good reviews! not going to hold my breath though! We have spent almost £1,000 with Debenhams on these sofas and cannot believe that this problem could not have been dealt with much more efficiently. Debenhams need to look to John Lewis and M&S for lessons on how to treat their customers. I'm sure if we'd bought from either of these companies the sofas would have been replaced within days. We will never buy anything from Debenhams ever again.

Wish there was a minus star rating from Debenhams because that is what they've earned!

I made the mistake of ordering an orthopaedic type double mattress from Debenhams. They acknowledged my order on 8.3.13 and a mattress was finally delivered on 3.4.13. The problem was that it was a super king size instead of a double. It was a pocket spring consigned to my disabled daughter's small flat and so huge that it would only fit into the hallway and not even through the bedroom door. She said to the delivery person at the time that it looked awfully large for a double. Her carers had to wedge it further up the hall to give her access to and from the bedroom. Despite being told it was a fire hazard Customer Services refused to deal with any of my family except me, as the bill payer, but I was out of the country. On return I spent 3 solid days on the 'phone to exchange the Super King Size for a Double mattress. Eventually I was told it was my fault as I'd ordered the wrong mattress despite the price being that of a Double and not a Super. Even on the order confirmation, there was no mention of the size mattress they were sending and that would have been my chance of rectifying any mistakes before going ahead and arranging delivery. Customer services initially admitted their website did not give the required size information but this has since been altered! We are not talking peanuts here, I paid out £615. The current situation is that I am forced to pay a further £78 for collection and they have agreed a refund but looking some of customer experiences on this website Lord knows if and when that will materialise. I have pointed out that no thinking person would knowingly order something that was more expensive than it might have been and not fit for purpose but Debenhams don't do logic. I have written a complaint to the Chairman about Debenhams uncaring, customer blaming practices and their inability to accurately describe their products or rectify mistakes. Furthermore when I examined Amazon today, they have the same product, clearly described at half the price and clear delivery arrangements! Caveat emptor as far as Debenhams is concerned. I can't see this company surviving for much longer.

Indifference

I reviewed a coat on debenhams website recently. My review was of a recent purchase. i did not offer praise for the quality or value from money of the coat and i received an email informing me my review was not accepted. the coat cost something like £60 in a sale. Within two wears the pocket linings had big holes in them! I would have expected better of a £10 jacket off a market stall. in an ideal world I would have returned the coat, but work and life rush you along and I did not get the coat back to the store. i was surprised that debenhams simply rejected my factual review of their poor quality coat outright. To reject it they must have read it. no apology or interest in the poor quality item i had from them.. this got me thinking about debenhams generally. They take custom for granted is my overall impression.

Half my order is lost and sent on a wild goose chase

Don't waste your time with Collect from Store. I was waiting weeks for an email saying ready for collection - no joy. Rang customer service. They said they didn't know what happened and to call into the store. The store said its not their fault and to ring customer service. Customer service said to ring back in 4 hours and i could get a refund. What a waste of time!! Thats an hour of my life i'll never get back...

NEVER PURCHASE ANYTHING ONLINE

I MADE AN ORDER WITH A DELIVERY ADDRESS DIFFERENT TO MY BILLING ADDRESS ON FRIDAY 28TH MARCH 2013. HOWEVER FOR WHATEVER REASON THE SYSTEM FAILED TO ACCEPT THE NEW DELIVERY ADDRESS ANDW WHEN I SAW THE SUMMARY PAGE AND FOUND THE ERROR I IMMEDIATELY TRIED TO FIND OUT HOW TO AMEND OR CANCEL THE ORDER. I THEN REALISED THAT THE ONLY WAY TO DO IT WAS NOT ONLINE BUT I HAD TO PHONE DEBENHAMS CUSTOMER SERVICES ON 0844 800 8877. WHEN I RANG AT BETWEEN 8PM TO 9PM WITHIN THE 30 MINUTES OF MAKING THE ORDER, THE DEBENHAMS MESSAGE WAS THAT THEY WERE CLOSED. ACCORDING TO THE WEBSITE YOU WERE OPEN TILL 11PM! I WAS NOT ABLE TO DO ANYTHING UNTIL THE NEXT MORNING SO ON SATURDAY 30TH MARCH 2013 I PHONED YOUR CUSTOMER SERVICES NUMBER AND SPOKE TO A MEMBER OF STAFF CALLED MAX WHO TOLD ME THAT HE COULD NOT DO ANYTHING AS THE SYSTEM DID NOT ALLOW HIM TO MAKE CHANGES OR CANCEL THE ORDER! I HAD TO CALL HIM AGAIN AT 9:30AM HOWEVER I SPOKE TO ANOTHER MEMBER OF STAFF CALLED ELIZABETH WHO TOLD ME THE SAME THAT THEY COULD NOT DO ANYTHING AT ALL. LATER MAX LEFT A MESSAGE ON MY VOICE MAIL TO CONTACT DEBENHAMS ON TUESDAY 2ND APRIL 2013 AS THEY COULD NOT DO ANYTHING UNTIL THAT DAY!!!!!

IT IS NOT MY FAULT THAT YOUR SYSTEM FAILED TO AMEND THE DELIVERY ADDRESS BUT IF IT WAS ME WHO MADE A MISTAKE, IT IS NOT MY FAULT THAT I WAS NOT ABLE TO CANCEL MY ORDER BECAUSE YOUR OFFICES WERE CLOSED. THE WEBSITE SAYS THAT THE OFFICE WAS OPEN TILL 11PM. YOUR WEBSITE DOES NOT INDICATE THE WORKING HOURS ON PUBLIC HOLIDAYS!

CAN I HAVE MY MONEY REFUNDED? I CANNOT UNDERSTAND. YOU SAY YOU CAN CANCEL AN ORDER ONLY 30 MINUTES AFTERWARDS HOWEVER YOUR CUSTOMER SERVICES OFFICE IS CLOSED SO I WAS NOT ABLE TO DO IT. I ALSO WROTE TO YOU WITHIN THE 30 MINUTES. I WAS NOT ALLOWEDTO CANCEL ONLINE.

I AM VERY UPSET. I HAVE RECEIVED REPLIES FROM YOUR CUSTOMER SERVICES SAYING THAT THEY CANNOT DO ANYTHING AND THAT I WILL NOT RECEIVE A REFUND UNTIL I RETURN THE ORDERED ITEMS. HOWEVER I AM IN WALES WHILE MY HUSBAND IS RECOVERING FROM A BACK OPERATION AT THE VALE HOSPITAL IN HENSOL WALES AND WE ARE NOT GOING BACK TO TELFORD. WE ARE CURRENTLY WORKING OVERSEAS. OUR HOUSE HAS BEEN RENTED OUT. DUE TO THIS DELIVERY PROBLEMS I HAD TO CONTACT MY LETTING AGENCY AND A NEIGHBOUR TO MAKE SURE THAT THEY HAD WARNED THE TENANT (WHO APPARENTLY IS NOT IN) ABOUT THE DELIVERY OF ITEMS ADDRESSED TO ME. I DO NOT KNOW IF THE TENANT WILL BE KIND ENOUGH TO DO SOMETHING WITH THEM. THIS SITUATION HAS EXACERBATED MY STRESS LEVELS.

I WOULD LIKE YOU TO CONTACT ME BY EMAIL (MY MOBILE IS 07714101427 HOWEVER MOBILE SIGNALS ARE NOT VERY GOOD HERE) AND LET ME KNOW HOW YOU CAN SORT OUT THE ABOVE-MENTIONED MATTER. I DID CONTACT DEBENHAMS WITHIN THE 30 MINUTE-WINDOW YOU REQUEST CUSTOMERS TO DO WHEN CANCELLING ORDER BUT YOUR OFFICES WERE CLOSED! I WOULD LIKE TO HAVE MY MONEY REFUNDED: £75.60 AS SOON AS POSSIBLE. I HAVE SPENT LOTS OF TIME AND MONEY CALLING YOUR CUSTOMER SERVICES BY SKYPE, AND THEY WERE NOT ABLE TO DO ANYTHING BECAUSE THEIR SYSTEM DOES NOT ALLOW THEM TO DO ANYTHING!

NEVER SHOPPING AGAIN THERE!

I ordered a dress online from them as our local Debenhams is 60+ miles away. It has arrived with the security tag still in it. So I contacted them and my only options are to nip it back to our local Debenhams for the tag to be removed or to return it to them for a full refund!! They will not let me return the item to them to take the tag out and send it back to me. How can a company that big not have that facility. I don't want a full refund and I cannot just nip the dress back!! They are sarcastic and rude and I hope I never deal with them again.

RUBBISH AND RUDE !

I WAS LOOKING ON DEBENHAMS WEBSITE YESTERDAY ,SOME GREAT LAND END ITEMS AT SILLY PRICES , THOUGHT THEY MAY BE GETTING RID OF THAT RANGE , PLACED A COUPLE OF ORDERS , ORDERS ACCEPTED , PAYMENT MADE , ONLY TO GET AN E MAIL A FEW HOURS LATER TO SAY , THAT ORDERS CANCELLED . NO MORE EXPLANATION , RANG CUSTOMER SERVICES , ONLY TO BE TOLD THAT THE PRICES WERE INCORRECT AND THAT THE ORDERS WOULDNT BE FULFILLED BECAUSE OF THAT , WHAT! 3,000 LANDS END ITEMS ALL HAD THE WRONG PRICE ON WEBSITE!. HE ALSO SAID THAT YOU WOULDNT PAY THAT LITTLE FOR ITEMS IN OXFAM RATHER RUDELY. THESE ITEMS WHERE BEING ADVERTISED FOR 6 HOURS . I WONT BE BUYING ANYTHING FROM YOU AGAIN , DEBENHAMS

Lousy Customer Service

Had a problem with website and processing an order. Customer Services are patronising and they clearly have no idea of what and how their own website works. Debenhams should be ashamed of their poor Customer Services.

Sara Calle Skinner found this review useful

Slow returns/refunds

Take upto 6 weeks to process returns/refunds, you email they never get back to you, you phone & they say will look into that for you & call you back they never do! If you send 2/3 things back together they refund 1 & say they haven't had the other. The best way to get a quick refund is to take the item back to store.

John found this review useful

Very poor service and never received my fridge!!

Bought it last week and said would be delivery today so took a day off. Driver called in the morning but nothing come through. Tried to call customer service, said the item been returned and payment will refund due to the person at the address said they never bought this. THEY SENT TO THE WRONG ADDRESS!!! They asked me to reorder it again online and disagreed ask the driver come back!!! Refund will need at least 5working days and item sold out !!!!!!!!!!!

Bought £60 ring for Mums Birthday stone fell out after 3 hours !!

I bought my Mum a ring for her Birthday it cost £60 and within a few hours a stone had fallen out, I took it back to debenhams with all packaging and a receipt, and all they would offer me was a gift card. I wrote to their head office, and still the same answer.
VERY poor service and very poor quality ring.

flowers before valentines day and without choclates that I ordered???

I decided to surprise my girlfriend on valentines day with a dozen red roses and a box of cholcolates from debenhams. She was away at her parents so was not expecting them but she called me on the 13th FEB to thank me for them?? Who delievers flowers the day before valentines day?? Not only that, there was no sign of the chocolates either. When I called to complain I was on hold for around 15 mins and when I did get to speak to someone I was told I had to put my complaint in writing in an e mai,l so I did. More than a week went by and I heard nothing so called them again. This time a lady promised to sort out a full refund and send a complimentry bouquet of flowers which arrived the next day. Well that was a week ago and still no sign of my refund. Utter COWBOYS. I expected much better from a company like this.

They won't let me pay them ...

A week ago I logged onto the DEBENHAMS website to pay online as I have done for many years. But no, after entering my account number and password, Debenhams would not let me go any further. Thought the website must be down after many more attempts so left it until the next day. Same again, and again several days later so ended up phoning and paying telephonically! A few days later I thought I'd look up my account online to make sure payment had gone through - but to no avail.
This morning after many phone calls to Debenhams and Santander I have discovered why it will not now ( though did previously) accept my online payments is that 'Santander do not accept Google Chrome' and that if I try on Internet Explorer I can log onto my account and make payments. Tried it and it works. Days and days of frustration, not to say telephone charges and left wondering why Debenhams (or any of their customer assistants) do not make me aware of this. Just thought I would share this with you in case you are having similar problems.

Terrible, awful, shocking.

Terrible, awful, shocking, absolutely no delivery or service of any kind.
And I thought the name Debenhams stood for something, silly me.
I used them for flowers ordered on line, and paid for weeks in advance.
On the day no flowers arrived, so I emailed them 3 times over 48 hrs and received no answer.
Then I tried calling their "service" line and after being on hold for 6 mins realised that it was an 0845 number and that I was being charged for this too !!

I still have no answers from them and are contacting my credit card company to get a refund.

Helen Thomas found this review useful

Absolutely terrible customer service for weddings

As with the review below we have also being stung by the website "improvements" that Debenhams are currently completing. We have sent invitations out to guests who are expecting to be able to buy gifts 12 weeks prior to the wedding and Debenhams have now told us that the list will only be available 6 weeks before the wedding! This is irrespective of the fact that Debenhams own wedding cards actually say the lists will be available 12 weeks prior to the wedding date and their staff encourage you to complete the list on this time scale.

Their customer services actually admit they know absolutely nothing and are not kept informed, managers refuse to call to discuss your issues with you and as a whole a phone call to them is about as useful as a chocolate fireguard, and far more infuriating!

Very, very disappointed with this experience and even though myself and fiance are now stuck with Debenhams for the wedding gifts, i will not only not buy anything from debenhams ever again but will also make sure that anyone who asks about the wedding service gets a fair review of it - ABSOLUTELY AWFUL.

Helen Thomas found this review useful

Wedding ruined by Debenhams

So they offer a great online service - we sign up for it - advise 100s of guests and they take the website down for 4 weeks (so far) , To make it "better" which means no guests can use it. We cant change - they have us and are are spoiling our day. Guests have no idea what to do - we get it the neck for being daft enough to go to Debenhams.... wish we had listened.....

Refund for returns made after 4 attempts ...

I have been waiting for a refund from Debenhams for the last month. I have emailed them 3 times with no response, and in the end had to call them, at my expense, to sort this out. They didn't seem to have any record of the courier collection, but luckily I had kept a record, and they promised a refund within 5 days. I was not impressed, and will think twice before buying from them again. Other companies, like White Stuff, John Lewis and Marks & Spencers, do not hold on to your money for such a long time and send out emails in a professional way to inform of forthcoming refunds to be made. In this case, if I had not made a note that a refund was due, I might have forgotten about it altogether, as Debenhams obviously had.

AVOID RESTAURANT

When shopping at our local debenhams, my husband and i like to have a cake and coffee in the restaurant, which is always of a high standard.
last week we took our two granddaughters to the stratford branch.
which was a very bad experience, first of all, most of the tables were covered in trays of used cups, plates etc. so after clearing a table to sit at, my husband went to order.
he was told that the cakes that he had asked for were sold out.
we chose another and although it was very nice, i was amazed to see the cake we wanted was put on display as we were eating our alternative.
as we went to sip our hot chocolates, we found that they had been served luke warm.
we then noticed someone else ask for theirs to be topped up with hot water as they were cold.
as we were leaving, my husband informed the staff that we werent happy with the service, but she didnt seem at all interested. so i decided to take it further, as in my opinion, paying almost £20 for 4 drinks and cakes, it should be right.
trying to complain to head office was a complete joke, there isnt anywhere on their website to complain.
so i phoned customer services (additional costs) got the email address and told them everything.
the reply was that they agree the service should have been better, they will look into it and they hope i havent been put off returning to the same branch.(not even a voucher to cover the cost) wanted me to spend more money to see if it was any better.
my reply to them was, i have been put off visitng every branch if thats how they treat their customers.

No Problems

I recently ordered a benefit make-up set from them, as I was able to get free delivery, and I have to say I'm really happy- the product is great, it was well packaged and was received in a reasonable amount of time.

Appauling customer service

I ordered some items post Christmas which eventually came after chasing one item. I returned two items in the same package and two weeks later I had heard nothing so I emailed them. I was sent a very nice email to say they would look into it, I eventually received a refund for one item but I am still owed £20 from my other item. I have emailed several times and had responses from different people each time, each saying they would look into it but nothing further. The paperwork within the parcel clearly listed both items so they should have either checked the item was there or queried it. I suspect the person receiving it didn't check and it is now lost.
If I want to call them on the phone number listed on their website, it will cost me 5 pence per minute, even from a land line, which I think is criminal, why should Debenhams make a profit from my call?

Disgraceful customer care - appauled.

For Christmas from my husband, I received a product from Debenhams that he'd received in a clear cellophone bag, but the item was covered in filthy dirty marks. I contacted Debenhams straight away but as it was delivered to store, they wanted to send me another but expect me to make the trip to town (with petrol and parking etc) to exchange it. Working full time, made that option not very appealing so I refused. In the end the lady agreed to refund me and I'd keep the item, though it was faulty. This would have to do, though I wasn't happy they couldn't send me a replacement to my home. Two weeks later and no refund so I called them again. Thsi time, they said they wouldn't issue a refund unless I returned the item. I was so furious as this contradicted the conversation of the fortnight earlier. So, they sent out a courier to collect it and now over a week later, we've heard absolutely nothing from them - no refund, not even an email or phone call.. Now they have my item and my money and I'm still without the Christmas present from my husband. I've contacted their head office to complain about this appauling customer care and they dont' even write back. They are just not bothered and I find this disgraceful.

Beware when purchasing gift cards if customer services are right.

My wife receive a gift card as Christmas present and decided to use it last night on the Debenhams website to purchase some items, went to checkout to pay but could find nowhere to add gift card details other than the pin number from the back of the card. Although she entered the pin number the value of the gift card WAS NOT deducted from the total and the full amount of the purchase was deducted from her debit card. We have just rang customer services twice, the first person said it was a printing error on the card and that gift card can only be used in store this prompted me to go on to the Debenhams website and read the Term and Conditions but there it was in black and white can be used at Debenhams.com. The second call was worse than the first as now we were told that we could use it on-line but had to purchase an item to the exact value of the card which is total rubbish, I pointed out that there did not seem to be a box to enter the card details and he said he could not help with that but then repeated his opening comment that the Gift card could only be used to buy an item to the exact value of the card. If either statement is true then the website should add this to the Term and Conditions and make people aware before they purchase Gift Cards.

Website stock control is shocking

Debenhams often allow you to order items from the web, then return your money as there is no stock. This is not good enough - if they don't have good enough stock control systems they should not be trading online.

They rejected my review!

The following is a review that Debenhams asked for, then rejected:

"I purchased a Red retro phone handset. The description said it would not only work with iphones, but any that had the correct plug size. I tried it on my phone(Sony Xperia) as soon as I received it. Did not work, my phone rejected it. OK maybe my phone is special- oh well. The problem is that I called customer service twice, to return it. On both occasions I was put on hold, then someone put the phone down on me! That's not the way to run a "customer service" team. Now I'm left with a handset I cannot use and the money I purchased it for is gone! I am totally dissatisfied with Debenhams and have told at least 5 of my friends about it."

This is what they had to say about my review:
"There was a problem with your review"

"Thank you for taking the time to write a review for Red retro phone handset. Your feedback is very important to us and other customers.

Unfortunately, your review has been rejected as it was deemed to be a customer service issue. Please contact our customer services. We encourage you to review our guidelines and resubmit your review on Red retro phone handset. "

Did they notice that I tried calling customer service twice? The next move was theirs. Don't you think they should have at least apologized? Offered to contact me? This is their standard "customer service", lousy!!! The service gets no better in their stores. They ignore you, are not helpful and are snooty. It's like the staff think their to good to help you.

Charlie

Bruce Gunn found this review useful

terrible services

Absolutely dreadful services and unfortunately not the first time, i had stopped shopping there for 2 years but thought i could start again as i thought they would have improved - i was wrong. i ordered online 2 girls dresses before xmas. After a few weeks i phoned their customer services (they only have a premium rate number - says it all really) to see where the order had gone and was told that one item was out of stock despite the fact that i was allowed to order it on the website (explanation was the website can be up to 2 days behind actual stocks). They had also not deemed it necessary to inform me of this fact. The other item had not yet been sent out for some reason so i cancelled as i was not sure it would now arrive before xmas. I have still not received my refund.

Dissapointing

Ordered crystal wine glasses twice, both times said in stock, both times refunded my money, thank God, but they still have it in the website says in stock. Why the website said in stock that actually not?.

Jim Barrow found this review useful

Excellent customer services

I ordered a pair of boots for my wife. As mentioned by other reviewers, the tracking system does leave a bit to be desired in the early stages and the order seemd to be taking a while. I tried phoning the customer helpline but was put on hold.
I then sent an e-mail to them to enquire abot the order. Within 5 mins someone phoned me back and checked into it and found it was on its way.
I was able to pick up the package from the designated store next day.
Unfortunately there was a problem as there was only 1 boot in the package!
Phoned customerr services and got through quickly and spoke to a very helpful person who checked to see if they had any more in stock. Unfortunately they had sold out. He advised me how to send back for a refund.
Later in the day I got a very helpful follow on e-mail apologising for the problem and giving more helpful information.
All told my experience of their customer service has been really good, very helpful and it gives me confidence to shop on line (and in store) in the future.
Top marks.even in spite of the problem with the missing boot