Debenhams reviews

Debenhams reviews

Very low
1.7
from 0 - 10
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Dont just dont!

I cannot believe that a brand as big as Debenhams treats its customers like it does.
I will not be using them again
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Good advice do not use this firm

There is an obvious lack of communication and a lack of customer interest .....leave problems and they will go away...always with a smile....rude because you have to contact them never the reverse
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Beyond awful

Bought a £250 Debenhams card with cash as item could not be ordered within Debs store and I had part cash part card. Item ordered and paid the extra £5 for next day delivery. Told delivery would be between 9am and 5pm, so husband and I re arranged work to share being at home.
Next day arrives and at 9.10am an email to say delivery wasn't going to be that day due to unforeseen circumstances. No other reason. No indication of next delivery date.
Rang customer services, they didn't know why order wasn't being delivered. I asked for a supervisor to ring me back and left my mobile number, and requested call before the end of the day. And my £5 refund, with confirmation email. 5.30pm that day, no call or email. Rang again, was told supervisor had gone home, and that he had tried to call landline, when I wasn't at home. Had not tried mobile number. Still no refund. Waited to the next day, to be told delivery wouldn't be until the following five days, or maybe six. They didn't know. Item was in stock. Told refund of delivery charge would be actioned.
Four days on and still no refund, and no advice on delivery date.
We have been fuming beyond belief with this company and will never ever deal with them again or recommend them to others. DO not buy from these people. Spend the extra few quid and buy elsewhere.
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crap service

very poor service ordered a bottle of 100mm bottle of perfume on 6th march to be delivered in store tracking order constantly kept saying despatched phoned customer service 4 times and went into the store twice asking where the order was to no joy then went back to store the store were very apologetic and disgusted with the customer service on the 18th march we had no phone call or e-mail from debenhams.com saying there is a problem with the order it was the store when we went in that told us the parcel as gone missing before the courier received it they are refunding it back on my debit card which will take 3 days sent a complaint now to customer service asking for compensation as not good enough to pay for phone calls and travel expenses the customer service are not very helpful or polite dont shop online for perfume go to boots instead as they will deliver next day very service shall not shop debenhams.com again
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Worst service ever

Ordered a personal organiser which arrived in a dishevelled manor. Pen ordered did not arrive and was told i had to wait 4 more working days for it to arrive, Worst delivery service and definitely will not be ordering from this company again.

Dreadful customer service
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Dreadful attitude.

I bought a laundry basket over the internet and unfortunately had to return it the following day as it was dirty and broken, I had to write to customer services (who were wonderful) and tell them of my unfortunate experience. Also i paid £45 and there was a tag inside which said £40. But basically it wasn't worth 40p given the condition it was delivered in. I suppose China is a long way when being transported. If it were in good condition it would have been a good purchase.
But gues what review rejected and told it was a shipping fault. RUBBISH
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Dreadful company that won't publish bad reviews

I ordered a cream throw that came wrapped in a piece of wide black ribbon/tape. This was inside its plastic bag. The ribbon/tape had left a black mark all around the throw. I tried to leave a review saying this and got the reply, "Unfortunately your review has been rejected as it was deemed to be a shipping issue." Rubbish. it was wrapped around the throw which was inside a plastic bag which was inside a Debenhams delivery bag. This company is not being honest with its reviews. Wish I could leave no stars.
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Shocking service even worse customer service

I wish I had read the reviews on this site before placing an order with this company!! I placed an number orders with them back in December only one of which arrived. The rest I never seen and I reported missing. When I contacted them in January they said I would have to wait 7-10 days to see if Royal Mail would return then. After 3 weeks I got back to them demanding a refund and they said they're launching an investigation. This is no March. Still NO refund, apology or nothing. I've been told to just 'wait' and be 'patient' seriously such a joke don't waste your money!!!
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Not sure why they have such a low school

Not sure why these guys have a 1* rating.

I bought a dress for a wedding last week, it came in two days, and it looks great.
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Don't let Debenhams have your mobile number

On 2 occasions recently, I have ordered click and collect from store items and provided my mobile number to get notification of availability at the store. On both occasions I received my text message at past 1am in the morning - a pain when you use your phone as an alarm!
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Be careful when returning items

I find the Debenhams delivery service very good and have had no issues with it but had a lot of problems getting refunds for returns. About 50%of the time I return goods I have to ring about 6 weeks later and query why I have not been refunded. I use the Debenhams.ie site. Make sure to keep a list of all your returns and cross check with your bank account to check the refunds. I have lost count of the number of times I have not been refunded unless I follow up with them. After I rang their customer services they have always processed my returns and completed the refund then. I don't think I will order from Debenhams in future.
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Over 2 weeks for delivery

Ordered a bottle of perfume which was said to be in stock on a 3-4 day delivery. Ordered on Monday when I didnt receive the following Monday I telephoned and was told there had been a problem with the courier collecting it from them. They were happy to despatch another one. When I asked if they could put this one on a next day delivery as it had been for a birthday present for my sister, I was told that this wasnt a service they are able to provide. If I wanted to do this I would have to cancel the order, replace it online and pay for next day delivery. Terrible service and customer service. Will not use again. I bought from Boots, ordered before 2pm and received the next day.
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Online orders unreliable

Usually pleased with instore service, good products, always find something I like in the sales and their shoes are fantastic. Service generally acceptable but often find the older sales assistants in my local store are completely disinterested and sometimes rude, whereas the younger girls who often serve me in the concessions are lovely. Also ordered from store before for collection with the help of a sales assistant which was a painless and quick process. However, a problem occurred when ordering a Christmas present at the beginning of December. My boyfriend found a jacket he liked in store with a hefty price tag, so imagine my delight when it was reduced by 40% the following week? Although they had his size instore, ordered online to use my Debenhams card for an extra 10% off and free delivery.. then received an email informing me the jacket was out of stock. Extremely gutted by this, went into store to find the jacket they had in his size was no longer available but a sales assistant informed me upon checking that they had plenty of stock of this for delivery! This left me with no choice but to re-order the jacket before they had refunded the money for the original one, and didn't get the extra 10% off.. but it arrived within a few days. As I work in retail I understand that mistakes can happen, especially in the run up to Christmas, but was disappointed in this and heard from friends the same happened to them.
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Avoid Debenhams

I ordered a pair of shoes online in their sale with 50% off, they emailed a couple of days later cancelling my order with a 'unable to fulfil' message, took three days to refund and are selling the same shoes at the full price, what a cheek!!
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WHY DIDN'T I READ THESE REVIEWS BEFORE I MADE MY ORDER?

Ordering process and delivery were as normal but now having returned the speaker I've been told it was scratched and a deduction has been made from my refund. Speaker was returned as delivered and having asked for photographic proof of the alleged scratch I have had no reply.
In the light of my experience and the many others before I would suggest that everyone AVOIDS Debenhams online.
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RUBBISH ON LINE SHOPPING

THE ONLINE ORDERNIG SEVICE VERY POOR.I have used this twice picking up in store first time I was not impressed but thought this was a one off but NO happen again when you check order status it said it is in store still no email to tell me to collect and they do not answer their phone straight to voice mail can't leave a message what a poor service someone in their head office should read all the bad comments written about this service or maybe they can't read!!!!!!!!!!!!!!!!!!
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Never AGAIN!!

I ordered two items online, one was delivered promptly by courier however despite both items being dispatched on the same date but from different warehouses I still had not received my second item, a necklace. I made 5 separate phone calls to establish where it was and was brushed off saying it was en route or they needed 48 hours to contact the warehouse. Eventually I was told another one would be sent and I would have same in four days. It never arrived. I got through and got a very helpful gentleman who advised me that it was returned to the warehouse as my address was incomplete. Yet I had received various parcels from Amazon etc. without any problems and in fact they had delivered the first item. Spoke to manager to endeavoured to help me but the item was out of stock and couldn't be delivered on time so I was offered my only option a refund. So despite ordering over 3 weeks before event, 5 calls I had no necklace and now I have to try to find one in the next 24 hours. The had the necklace in another store in Ireland but had no facilities to post/courier it to me or a nearby store. NOT GOOD ENOUGH!!! NEVER AGAIN.
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Do not use Debenhams online shopping

I ordered a suitcase which was delivered a week later than estimated. My most recent order of a pair of trousers was, according to Debenhams left through our side gate on the 29 of January. I had no notification that the parcel had been left there and there is no trace of it. The person on customer services offered to 're-send the item but I declined and have asked for a refund which I should receive in 3 to 4 days, however I am not convinced this will happen having read some of the nightmare reviews on this site.
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WASTE OF MY MONEY AND TIME

I bought 2 Groupon vouchers for Debenhams flowers I usually use marks and sparks who are great but thought I was getting a bargain here so I ordered one for my sisters 60 birthday then one for my terminally ill mother who was getting out of hospital 1 day only at Christmas So first they didn't deliver my sisters flowers they ignored my emails I had to ring them spent about £6 on phone as lady with broken English couldn't understand my accent they refunded my postage and sent my flowers late now my mum they didn't deliver I emailed them for a full refund explained my mum was out of hospital 1 day only THEY sent the flowers on a later date. My date was the 21st Dec. They lay at royal mail all over Christmas they are ignoring my emails I've had to ring same woman same problem she cant understand me another £6 phone call there ringing me back sometime she said 8 emails ignored very very disappointed my mother will never get that moment back that i tried to give her. If I could give 0 stars I would.
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They are letting themselves down....confused.

I ordered 5 items from Debenhams last week, I found 3 of the items in a plastic bag outside my front door on Thursday. I was a little surprised as I had had no notification saying that they had even been sent on the online tracking page or email. This means that if I didnt find the package, and it had been picked up by a passerby, I wouldn't have had a clue where the package was, and neither would the tracking system. Lucky for me though, no one picked it up from the front door before I got home, the invoice matched package contents and it was a speedy delivery so I'm happy enough... so far.
However still waiting on the other 2 items to be delivered.
I assume one of the items is with the person who has called me asking when I'll be home next so that they an deliver a package.
I found these phonecalls bizarre and unprofessional, as I get no greeting, explanation for the phonecall, tracking number, courier company name etc.
For all I know this cold caller is someone just trying to find out when my house will be empty next. A simple script for the couriers on how to contact customer would resolve this issue. Also, email or text would be the preferred method, at least then you have something in writing. All they would have to do it refer to the tracking number and I could trust these random phonecalls.
The caller says they only have one shoebox sized package for delivery, which is item number 4 which was a pair of shoes.
Who knows where item number 5 is, a pair of boots....I guess I'll wait and see, glad I didn't buy these with any kind of urgency.
Debenhams have really let me down here, in store, I love to shop here thanks to the wide selection , but as I move more and more into the online shopping world, I think I'll be moving further and further away from debenhams.co.uk.

Debenhams Details

About this company

Be inspired at debenhams online with our exclusive designer autumn and winter clothing lines for women, men and kids. Find seasonal trends in fashion to furniture, home decorating, appliances, gifts and weddings. Debenhams Online Department Store.

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