I placed an order on the 28/11/13 for some shoes for my bridesmaids, i was told that it would take 4 working days, so i left it and 4 days went by and no delivery. Last night i had to go in to my shed for something only to find that one of the parcels had been left in there! So just now i called the customer service team to trace the other parcels (5 pairs in total). the repsonse 'oh it looks like that have been lost in transit, sorry - we will send you some more out'.... i said that they are for a wedding and are needed for next week, can they send them out for next day delivery....'no can't do that'... can they called the courier? 'no can't do that'....... the worst ever experience with a csutomer service team ever!! Im disgusted that Debenhams have a team like this. Not once did they offer to help get them out on time, just they would re send them.
SO i asked when where they going to notify me that they were lost in transit and why was i the one calling them.....'don't know - we would have sent an email'.....
Waited over 3 weeks for 2 items using deliver to store option. No emails,no apologies just no goods. Following a lengthy phone call I received an email showing I had returned the 2 items I had not received. I then received a phone call to say I had been refunded for the goods which had been lost. As they had been despatched twice to the store you have to question how could 4 items be lost on route. Don't ever use Debenhams online service. A similar thing happened to me last year but I thought they would have improved their service by now
Ordered online and received within 36hrs hours. Unfortunately, item was faulty. From then onwards Customer service was awful. Rang, told new item had been ordered as we spoke and was to be dispatched immediately. Courier was arranged to collect following Monday. Stayed in all day-no courier. Rang next day, adviser couldn't see order but assured me one was in the warehouse and available to be sent immediately. Courier had not been requested so agreed to return by mail. Waited the maximum 6 days and still no replacement. Rang and cust services busy so emailed to ask where is it. Another 3 days and an acknowledgement of the email. 5 more days and sorry your item is now out of stock. Quick look on Debenhams site and it is available but £40 more. Email to say I have to wait 10 days from return of goods for a refund. Its now been 14 days and still no refund. This was my first and last online purchase from Debenhams. Its back to Tesco and Argos for me.
I really don't know where to start! After placing an order online for delivery to store my order went missing. I couldn't get a refund until I rejected the product in store but they couldn't trace where the item I ordered was. Despite this debacle I today tried ordering some shoes I need for Friday. Online TODAY only you get 10% off your order, however, next day delivery has a technical glitch until tomorrow apparently and guess what, the 10% off does not apply tomorrow! Great offer Debenhams! I tried Customer Services on two separate occasions but they cannot place next day delivery orders! I'm surprised Debenhams couldn't give a hoot about loss of sales but quite clearly they couldn't give a damn. The staff on the phone are as useful as a chocolate fire guard! Who trains these people? Probably the same staff that interview them in the first place. All in all, two Internet orders and over 10 phone calls. Not acceptable. After reading other reviews Debenhams quite clearly are not going to take on board our comments!!!
Very disappointed...completely unhelpful Customer Service which falls far below the standards that I had come to expect from Debenhams. It all started when I placed an online order for some Xmas presents paid for with my bank card registered to my home address but with delivery to my parents address where I would be spending Xmas (so I wouldn't have to struggle lugging it across and then out of London) something I have done for the past 10 years. 24 hours later my order was cancelled...without any explanation. Thinking that maybe there was a problem with my card I tried again but used a different bank debit card...again registered to my home address. Again my order was cancelled. So I contacted Customer Service who informed me that all three of my items were out of stock and that's why my orders had been cancelled. I challenged this as they were showing as plenty in stock online. I asked her if she would go and check...it turned out that that only one of the items was out of stock (which I subsequently found was a lie) which is why my orders had been cancelled. She re-did my order for me for the two items that were in stock. £6.50 worth of telephone call later and I thought that was it all sorted...but Oh No...I received another email today, (24 hours after placing my order over the phone) to say my order had been cancelled...again with no explanation. So yet again another lengthy and costly call to Debenhams Customer Services!!!! I was told it was because there was a problem with my bank card... until I informed her that I had tried two different cards for two different banks with the same end result. She then told me that I cannot have my order delivered to an address that is different from my billing address which I knew to be incorrect. I was then told the only thing I could do was reorder and collect from a local store...which defeats the whole point of me arranging delivery. So I asked, perhaps I could order for collection at a Debenhams closer to my parents but I was told that they would only hold my items for 14 days and I would have to pay in store...not much use when I am not travelling to my parents until 23rd December!!!! When I gave them my parent’s postcode for them to tell me where the closest store to my parent is then told me Gateshead...which is over 400 miles away from where my parents lived. Clearly Debenhams are doing so well they don’t my business. So out of pocket by almost £15.00 worth of telephone calls and a stress headache, frustrated and inconvenienced by incompetence I am still left three Christmas presents short....and still no explanation as to why they cancelled my orders. All of my other Christmas presents have been purchased the same way without any problem. So why is it that Debenhams fail to achieve the basis something that their competitors seem to do well at!!! I have been shopping with Debenhams for over 15 years but in future I will be taking my business elsewhere until such time that their Customer Service returns to the standard I have come to expect.
Ordered a load of clothes that arrived in different parcels - one of which didn't have a dispatch note in it. All ordered under the same order number so I call to ensure I can return the items I don't want, even though this particular package didn't have a dispatch note.
I'm informed that it's not possible for there to be no dispatch note in the parcel (hence I'm clearly lying, God forbid that anyone at Debenhams might have made a mistake). I have to take the order back to store to get a refund. Store is blinking miles away, really hard to me to get to. But no, that's the only option. No apology, whole attitude is that I must have been making it up. Disgraceful service.
Appalling service last year with items missing or damaged. Should have listened to my wife and not ordered more this year. I wrongly assumed that things would have improved. Ten mile round trip to pick up my order only to find items missing. Staff didn't apologize, just said that they come from another department. I was given an extra in store discount voucher valid for that day but when I produced it at the till I was told it was for online discount only despite it clearly stating in store use only. The only contact number for customer service takes upto 30 mins to be answered and refunds take weeks. Anyway, still awaiting missing items with little hope of receiving them. Basically it's as bad as last year if not worse. Well done Debenhams.
Having read previous reviews I am surprised at the odd one that says this company is great - it certainly isn't. This is my second dealing with this store using their on-line ordering service and my fisrt experience was dreadful. This later one was actually an order my husband placed for a jacket. The item he picked up in store and no problems were encountered. However the purchase he made entitled hmi to a £10 gift card as his purchase was over £50. The gift card never arrived so he phoned them. The gift card eventaully arrived but when he went to use the offer code to reduce another item it never accepted it. He phoned them again and they said they would send another the next day, 2 days later and we still have not received it.. He phoned them yet again and they have now said it would arrive in the next 3 days as they were very busy!! Busy doing what, its a wonder they have any customers - never ever again will I use their on-line ordering.
I ordered a new jacket as a birthday gift for my brother more than a week in advance. In stock, "4 working days" they said. "Despatched". A week later, I go into town, paying for parking, and ask in store - no, no sign of the jacket - and, absurdly, no idea when it might arrive either!
So, I go home and ask the central customer service people. "Definitely today, but it might be this evening, so try again tomorrow." The next day, I ask again: absurdly, I am told the item has been "lost in transit" to their own store! Not to worry, though: I will get a refund in another week. I won't get the gift I'd paid for, though - even though it's in stock in another nearby store, all Debenhams will do is issue a refund, they won't even reserve a replacement for the item they lost! (To cap it all, the website order tracking proudly announced the jacket had actually arrived, but I was assured that's a mistake too.)
An absolute disgrace in every way, from the abject failure to perform as contracted to the unhelpful and unaplogetic staff and the faulty order tracking system. Avoid at all costs.
I visited Debenhams restaurant in Dundee at the busy time when breakfast dishes were being replaced with the lunch menu. The staff worked efficiently and all knew their jobs, all the time dealing with customers in a pleasant and courteous manner. When seated with my delicious roast pork lunch, I watched the table staff and was impressed with how they quickly cleared tables and kept a flow of satisfied customers moving through the restaurant. A mother asked if there were any high chairs and one member of staff immediately went and fetched one and made sure that it was satisfactory. I also noted the supervisor who kept on top of the job and interacted with all her staff from those on the tills to those clearing the tables. The team at Dundee are a credit to Debenhams and deserve praise. Sadly I am not a Secret Shopper so my observations cannot promote Debenhams but this supervisor and her team deserve praise. Too many times we complain - not often do we praise.
I ordered a duvet cover costing £80 in a sale online. The item was shown in stock, Debenhams took my payment and sent me a confirmation email saying it would be delivered in a few days. Nothing happened. After a week they emailed to say they had no stock. In the meantime the same item from other suppliers was sold out.
Why did they show in stock when I ordered, why did they confirm the order would be delivered when they clearly knew they had no stock. They took my money for over a week and effectively stopped me buying from elsewhere.
This is appalling customer support and service--no apology, no help and now after I complained and got an initial reply no further help or reply from Customer Service.
AVOID Debenhams at all cost.
So I thought I would put it on here as I have read their guidelines and still can't understand why it's been rejected. I shall not waste any more of my time trying to leave what I think is a fair review of the product. They need to get their act together I think.
Bjorn recliner chair and footstool:
"We saw these in the shop and after sitting in them decided they would be great for our new tv room. In the sale they were £250 each. Having read the reviews it was obvious that it would need a little patience and two of us to assemble them. We started with the footstool first which was a doddle. Then we followed the instructions for the first chair - all pretty straight forward until it was time to fit the arms. It's at this point that you need four hands and a little patience as lining up the holes is a bit tricky. Leaving the screws loose certainly helps at this stage. First chair and stool took 1.5 hours. Second chair and stool 1 hour even though we struggled a little more with the arms on this one. All in all good value at the price we paid. They fit perfect, the leather is lovely and soft and they are very comfortable. We watched a film last night and I almost dozed off! If you are ok at putting flat packs together you will be ok with this."
We visited Debenhams this morning to hire DJ's for my Dad and Husband for an awards dinner. We were served by Terry. After an unpleasant experience in Slaters what a delight! He was professional, humorous and a real credit to Debenhams!! People like Terry make shopping a pleasant experience!
Debenhams always seems to have a sale or offer on, I'm not sure they would get any customers otherwise. I ordered a few times from them without any issues (apart from slow delivery, seriously Debenhams take a look at the delivery options house of fraser offers) and returned products to the store (no issues but a slow process). But when you do have issues Debenhams really do win the award for terrible customer service. Slow at replying to emails and a premium rate contact number takes you to an unhelpful call centre. On one of my orders I received the wrong colour item, they told me to return and reorder, and managed to avoid my question of how do I know I will get the right product when you clearly have the wrong stock? Waited a few weeks, ordered again, wrong colour item turned up again, and I was told I would have to reorder a third time before they could do anything (seriously, getting the wrong item twice isn't enough?). I work for an online retailer and was shocked at how bad their customer service is. Gave up and returned them. Another order with the wrong colour shoes, ended up speaking to a "manager" on the phone who couldn't do an exchange or even send out a new order on a fast delivery service. After that I took a gamble and returned 4 parcels to their warehouse. Got a refund for 3, had to chase the other one, and although they never replied to the email I magically got a refund the following day. Will never shop with them again. AVOID!
I recently bought a Tefal Avanti toaster from my local Walsall Debenhams store.
The toaster's function was dismal and the following review I attempted to submit to Debenham's web-site says it all -
"If only the toaster's function was as good as its appearance! No matter what setting used, impossible to get an even 'toast' on both sides of the bread - one side burnt, the other side white -. A very, very unfortunate purchase".
However....... my review has been rejected twice by Debenhams because it doesn't comply with their review 'Terms'. Having read their 'Terms' I fail to understand why they've rejected my review - I believe my review to be accurate and honest.
My feeling is that Debenhams behaviour is cynical and dishonest - I'm sure that if my review was 'positive' it would have been accepted!!!!
After previous, unfortunate experiences with Debenhams customer services my advice to others is... find another company to deal with
I purchased a Moses basket and stand for my first born...I ordered this item several weeks ago as it was showing in stock and I thought I would have no problems with delivery, payment etc as Debenhams is usually such a reliable company....WRONG!!!! The payments as taken instantly and I received a confirmation email of my order, then nothing. I expected the item to be with me within 3-5 working days as stated on the website for in stock times, however nothing arrived. I checked the website and the item was showing a dispatch date of 22nd October which was a little later than I had obviously expected but I wasn't overly concerned. However, I checked again to find the estimated dispatch date was now the 2nd of November which is ridiculous considering I ordered the item in September!! I have received no emails or contact in anyway from Debenhams to keep me informed of the delay in receiving my items and even accessing my order through the tracking system it only states 'item will be dispatched shortly'....no date, nothing...I had to search for the item on their website to find that information. This is very poor customer service and I am genuinely shocked as I did not expect this from such a well known company. I did receive prompt response to my emessages when enquiring about my items, however, they were as vague as the tracking information, blaming the manufacturer for not delivering the items to them in time. If an item is not in stock then it should not be made available for purchase as this is misleading to customers, and the lack of communication is truly shocking! I will never be purchasing anything from Debenhams Plus or Debenhams stores ever again. I wish I had read the reviews before trusting this company, I have now requested a full refund (I wonder how long that will take) and will be purchasing my Moses basket elsewhere.
I was sent a voucher out spend £25 get £10 off to encourage me to use my Debenhams card. I was also told to use my card before the end of Oct 2013 otherwise it would expire. So I made a special trip to the Dundee store (30 min drive) to buy a purse for ~£40 on the 13/10/13 to use my voucher only to be told it couldn't be accepted as my card had expired. The shop assistants said they couldn't do anything about it in store as the card was a diff section of the company. I then had to phone the card call centre whilst in the shop, which is located outside the UK where the customer service agent had appalling English, kept repeating the same message 'your card has expired' with no reason why, and offered no solution. 40 mins later, after being put on hold, passed back and forth and with the phone agent still refusing to understand what I was saying and/or offer a resolution I was basically told by the in store shop assistants you cant use your voucher, we have no idea why they have sent it to you and why the card has expired, sorry there's nothing we can do, do you want us to order a new card for you which will take ~15 working days in which case your voucher will have expired anyway! Appalling!!
Ordered 2 items.. 5 days later.. One turns up.. No sign of the other! No email confirmations, nothing written on the dispatch note. Website didn't even save me an account so I can log in. For a big company, complete joke of an online service! Stick with other retailers, the prices are not exactly cheap from Debenhams either.
If you place an order online, just pray they have the item in stock and it turns up otherwise you are in for a long battle to get anything resolved.
Long story short - ordered a shirt, never arrived, 4 day wait between emails being answered - told shirt was out of stock yet its still for sale on the site (so don't trust the site if they say something's available.)
Now 1 month since order i have no shirt and no refund. Whoever runs their ecommerce operation is utterly incompetent.
Avoid these clowns at all costs.
I purchased a pair of sunglasses on a Sunday afternoon and only a few hours later I received an email saying the order had been dispatched. This was the first time I bought something with this company so I thought to myself 'this is fast! It's going to be nice and easy'.
In their website it stated that my order would be delivered within 4-7 working days, and that's the reason why I bought them: I was going on holidays and needed the sunglasses.
One week later the status in their tracking system hadn't changed so I contacted customer service and was informed my order would be delivered in the following week. I tried arguing that the website said max 7 days and they said they don't investigate the delivery until 13 days (twice as much as it said in their website).
Two weeks after I purchased my item nothing had arrived and I contacted customer service once again. A few days later they informed me that the order was lost in the post and they would cancel it and return my money.
I did not ask for my money back, and did not ask them to cancel my order! When I told them I would rather have them resend what I had ordered nearly 3 weeks ago I got no response. And that was it, case closed.
Don't be fooled by their name, when it comes to e-commerce this is an amateur company that should be avoided!
Ordered two pairs of curtains - identical in every way, size, colour, make, etc. Well they couldn't manage to get this order right. Courier delivered order: one pair as ordered, the other completely wrong. When I rang customer services they were very rude and unhelpful. Escalated the problem to Head Office. Cannot believe this - they will not send a courier with a replacement pair and take the WRONG pair away. They want me to take the curtains back to one of their stores (nearest shope 30 miles away) or post them back to them via Royal Mail (quite a heavy parcel to carry). THIS IS NOT MY ERROR DEBENHAMS - IT'S YOURS. Don't see why I have to inconvenience myself because of YOUR mistake. Amazon can manage it!
BE WARNED. DON'T SHOP ONLINE AT DEBENHAMS. NEVER AGAIN WILL I - NEVER!!!!!
i ordered a bottle of perfume in online sale - half price. Had confirmation that in stock and money deducted from my debit card. Next morning had an email to say order could not be fulfilled. This is the third time that this has happened to me. It is just a rouse, if they only have 1 bottle of perfume at half price they should be made to put this on their website. Very disappointed and wont be purchasing again.
Ordered two leather chairs from the store (very good experience)
They delivered one chair (Damaged) and someone else's cushion.
They said they would deliver the second chair within three days, it didn't arrive, but did two days later (after a further phone call). The driver did not pick up the damaged chair because it was not on his list.
Arranged the collection of the damaged chair within three days, this did not happen. Same thing happened on a further two occasions. I still have the chair sat in my house.
Tried to complain, sent two emails to the address given but so far have not had a reply.
Have now managed to escalate the problem and have been told that the chairs WILL be collected, do I believe this !!
Had I had any idea that this very well known company would give me so many problems I would not have used then.
I wanted to order a few tops from Debenhams using the iPhone app - the inadequate system created my order in duplicate, and I was immediately charged twice. As soon as I realised this mistake (the following morning, as the emails confirming these 2 orders took a whole night to come through), I rang the customer services, only to be told that, as I hadn't contacted them within 30 minutes of placing the orders, they couldn't cancel one of them. They asked me to call them again as soon as I had confirmation that the 2 orders had been sent to the courier, so that they could recall one at the stage. I did this 5 days ago, one order was delivered in the meantime, but one order is still blocked at their hub (according to the online tracking system). I have still not received my refund, have no products that I could return and get my money back that way, and am held responsible for this. Surely on online orders the customer should not be billed UNTIL dispatch (which would make stopping an order before this point perfectly possible), and the customer should not be held responsible until the order is actually delivered to them. I am not even sure if Debenhams are operating legally in the way their online ordering system is set up. Needless to say, I won't ever order from them again.
Wanted to make a size change 10 minutes after I placed the order on a Sunday. Emailed in the request and over 24 hours later I got a response saying not possible because of technical difficulties with payment. Rubbish, it's a size change and had not yet been dispatched so whats the problem? Will cost me time and return delivery and another delivery cost for Debenhams, where's the sense in that?
Next issue, order has not arrived when they stated it should. I need these items for tomorrow and 4 days is ample time for them to fulfil an order that cost in excess of £100 and they said it would take 3-4 days when I placed the order on-line. Tracked my order and it says out for re-delivery to my work premises (Why was it not delivered the first time, there is someone here between 7am-7pm every day, I know they use Hermes as their courier).
Contacted customer service to be told that I should call them tomorrow if it still hasn't arrived and then they might be able to locate the items in local stores and of course I would then have to travel around and pick them up over the weekend.
Debenhams really need to get their act together regarding e-commerce. There is plenty of choice out there and I shall now vote with my feet now as the service is absolutely awful. Change courier, provide real time tracking information, not just an order status, I want to know what hub it is at and when it is due to arrive, preferably within an hour as well like some companies I order from online do. Get some customer service staff, over 24 hours for a reply is unacceptable with today's technology. Add in the ability to make order changes within a given period of time.
Not received goods yet due in 2 days but service in store by in particular, Shirley Johnson in the Home department, was excellent, she went over and above what was expected and her attitude and helpfulness will certainly assure I return. I am normally a M&S customer for over 50 years.
I ordered a Bottle of Perfume for a Birthday Present online which was over £100. I followed the online tracking and all it said was despatched and nothing else. I rang to ask when delivery would be and what carrier and because I made the order with my Husbands card they would not give me any information. I wasn't asking for his card details, just delivery information but they refused to tell me. I also ordered an item from House of Fraser at the same time and that was delivered 48 hrs later. So I shall be ordering from there from now on. When you are spending so much money with them you expect a better service!!
I ordered online yesterday a mustard coat/jacket for £120, ( + £ 7 shipping fee to The Netherlands) only to find via Debenhams TRACK AND TRACE that it was cancelled. I did not, in any way, facilitated such cancellation, nor was it ever reflected in the website that the item in particular was out of stock. There was no explanation whatsoever why such cancellation transpired. The day of the online order, the progress stated CREATED.
I e-mailed via customer service quite a few times, about ,5 and was only given a system generated response that Debenhams will contact me within 3 days.
What happens after this, I wonder. I would appreciate any input of similar nature, guys!
I hail from the Philippines and I was so excited to give a present for a special someone in The Netherlands and this is what I get. :( :(
I am completely frustrated. Please help!
Pamela Naylor found this review useful
I bought an item at the end of July using on line ordering which was delivered and on opening it I found it was damaged so I contacted customer service and they sent me a replacement. The original was returned on 2nd August and as the replacement was also damaged this was returned on 5th August. So far despite 2 phone calls and an e mail I still have not received my refund even after being promised this would happen a week ago and again yesterday.
I will keep bombarding them with e mails until I receive satisfaction as there doesn't see to be any one else to contact as I have tried to find this on the internet.
I anyone else knows where I can go to complain I would be grateful.
Pamela Naylor found this review useful
I bought a bed from Debenhams at the start of July 2013 and, when delivered, the headboard was damaged. I phoned Customer Services to ask for a replacement and they said that they would reply within 72 hours (which I thought was a bit of a slow response). They didn't phone me back and so I chased them. They are very apologetic but their next response would be that they'd investigate and call me back within 24 hours. No returned call. This has been the situation for the last 2 months whereby I call them, they say that they will call back and never do. I eventually lost patience, rejected the whole delivery and told them to refund my money. Now, 2 months later I am still waiting for my refund. There seems to be no way of speaking to anybody in higher authority than the Customer Service personnel and, if they don't return your calls, what can be done? Sadly, for a such a good store the Customer Service Dept. is the worst I've ever encountered.
Order was cancelled and only confirmation of this was via email which was misleading as it looked like an order update only to check status as cancelled. No explanation just cancelled. I called customer services to complain was told item out of stock.. In that case why take my money??? I now have to wait 5 days for my money to go back into my account.
Shocking avoid at all costs!!!
Jean Rey found this review useful
I will not be ordering online from Debenhams again as the collect from store option is 4+ days - if you order from House of Fraser before 10pm your delivery will be at your chosen store by 12noon next day - this is where I will be shopping from now on!
I do a lot of internet shopping, just recently with Debenhams, never again.
No one in customer services can give me a delivery date of my order, kept on hold for an eternity, then tried to cancel my order only to be told you can only cancel within 30 minutes of placing the order, if I had known within 30 minutes of placing the order the service was so bad I would have.
THEY ARE VERY, VERY POOR.
Lisa Wilson found this review useful
After my recent experience I will not be ordering again from Debenhams. Ordered 4 pairs of shoes, two of which I returned. Eventually received email stating that one pair had been received (they were both in same parcel). On making a costly phone call I was advised that I should have returned the other pair to Jacksons (Who are Jacksons??) and ring again in 2 days. Another costly phone call 2 days later resulted in my being advised to ring again in 10 days as I had returned them to the wrong warehouse. It appears that "Debenhams" goods do not come from Debenhams & the customer is supposed to know where to return them, in spite of the delivery note and returns form being in Debenhams name. Call Centre not very helpful at all. Eventually received a refund 2 weeks after the first refund.
Will not be shopping on line with them again. Last time I ordered several Radley purses & keyrings, which arrived wrapped in ripped tissue paper & plastic bag - not very good for a quality item but fortunately I kept those so did not have to go through this appalling returns service.
I'll admit I like Debenhams. As a shop.
As a website, the returns procedure needs a fundamental overhaul. Simple as that.
If you like the product, its great, but then who isn't? If you need 'service' they just don't do after sales service. The agents have no knowledge of the simple word "sorry" - there's clearly a quality management problem.
To cut a long story short; I ordered a product June 22nd. I received it on time. I disliked the product. I contacted them to exercise my Distance Selling Right to return. I was told to go on store to return. I went in store, I was told I could not return this product in store.
I emailed for help, I was told to phone an 08 number (standard expense, but frustrating never the less..) - I was told I needed the "furniture department" and nobody else could help. I accepted this and accepted I would be "called back".
You guessed it, no call back. Repeat this process until end of JULY where I still had the product in my living room and still had no refund. (yes I literally was promised call backs in emails and phone calls on about 6-7 occasions and if Debenhams are reading this im glad to forward on the emails to you if you doubt me..).
Again, long story short I was left frustrated and each call centre agent that had a lack of sympathy for my customer journey exasperated the issue - eventually I spoke to somebody after escalating the issue with management. I was told I'd be charged £75 to refund the product. It was a light coffee table. I told them I would pay for my own courier - and cover product insurance - to make sure it gets back to them. I knew I wouldn't be paying £75 for this, and I contacted citizens advice bureau to confirm under distance selling regulations that a retailer cannot depict the method you return the product. It seemed the call centre agents/and email assistance online were advising me over and over that my ONLY option was to pay £75 for "furniture returns" - when that is in fact legally incorrect.
I was quoted over and over with "its in your terms and conditions". I'm sure fellow frustrated Debenhams customers would attest that they loooooveeeeee to mention the magic T&C's - but unfortunately for Debenhams eventually it was agreed that I had a legal point. Did it really need to get that far though???
So, 7 weeks later, I still have the product - I've paid £25 (they agreed that's a fair price for the weight/size of product) and I've been assured I'll be contacted by a courier company to arrange delivery. After the frustration of the past few months I'd definitely state that categorically Debenhams online service needs changed and having put a similar email to their "head office" (to which a generic 'we will be in touch in 1 working day' was the ONLY response I got) - it seems that they simply don't care, or they just aren't good enough to change.
I still have the product. Its still not picked up. I still don't know when it will be picked up. I still await a refund. I have spent over £30 in telephone calls to them and just paid £25 in delivery cost so I'm £55 down - weeks of frustration, and in the end..i didn't even buy a single thing.
If anyone is in doubt about the poor reviews and experience of Debenhams; don't be. Worst retailer I've ever dealt with.
Absolutely disgraceful customer service, ordered almost £270 worth of products, some were damaged, others were unsuitable. So returned the whole lot to store on 10/7/13. Received bank statement and not a penny has been refunded. Emailed customer service and 3 days later received a response, go back to the store and they will sort it out? Hmmm. My contract under the sale of goods act is with debenhams.com the fact that debenhams.com suggested the quickest way to obtain a refund was in store, is irrelevant.
I won't let this lie. Debenhams.com owe me £270 and I refuse to call the extortionate 0844 number, I will wait the 3 days for an email response. It will only add to the interest they owe me.
I get the feeling reviews are only ever written when something bad has happened but Debenhams deserves good press too! I have been buying via their Mobile App for ages and have found their service to be first rate. My orders are generally shipped no more than 48 hours after I placed them and the courier delivers next day. The only time a product didn't live up to my expectations (lacking durability) I returned it F.O.C and the refund went back to my card no questions asked. I was kept informed by e-mail updates throughout the process. My only small bug-bear is when I ordered some trainers in the Blue Cross Sale and my order was unfulfilled due to unavailable stock----surely their stock management would tell them immediately that an item was Sold Out & it should be removed from the site straight away?! Either way I cannot fault them and will buy again and again!!!
I bought a travel insurance policy directly from Debenhams website. They were offering a £5 Gift card for every insurance policy purchased. EMail conformation states that the gift card will be sent within 5 working days.
5 weeks later, the gift card is still not here, and I have contacted Debenhams and their insurance partner (Insureand Go).
Debenhams said that it has got nothign to do with them and asked me to deal solely with Insure&Go. They shouldn't be selling "Debenhams Travel Insurance", if they don't want anyhting to do with it. Insure&Go initially said that they will send the gift card within 5 days (of me contacting them). another 3 weeks passed and when I asked where the gift card is, they now say that I am not entitled to a gift card and they have no access to the email confirmation Debenhams sent.
Would never be ordering anything from Debenhams again.
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