Debenhams reviews

Debenhams reviews

Very low
1.7
from 0 - 10
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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.
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Very helpful staff

I had lost me gift receipt and Sam in Commercial Road branch was very helpful and went the extra mile to help me. She found my records and reprinted the gift receipts for me. All with a smile, excellent service.
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computer says no

I ordered a set of wine glasses and chose the 'Click and Collect' option, choosing Ayr as my local store. My order confirmation states that my collection point is Basildon, Essex! On contacting customer services to change this, I have been told that my order cannot be changed or cancelled. When I asked why Basildon has been listed as my collection point, the customer services advisor said he did not know. Now, I have to wait until I receive an email to say it has arrived, phone the Basildon branch, get it sent back to head office and I should get a refund. This is a Debenhams website error, so why do I need to sort out the mess? What are customer services for?
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very poor delivery service

I ordered 4 items of clothing on 23rd jan received email to say all 4 items were routed to courier on the 28th only received 3 items telephoned on the 31st jan to find out where other item was to be informed that it only left warehouse this morning.
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Pleased

I am a huge fan. I always like something from the website and make a purchase. I did not have any problems with the orders. Customer service is very polite and friendly.
It is always pleasure for me to shop at Debenhams. Thank you.
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Worst online retailer EVER

Now I do a lot of online shopping - as working mum of two I just don't have the luxury to spend my valuable time in department stores. Having had various run-ins with Debenhams I have finally decided to boycot them. Last year a member of staff actually accused me of stealing when I tried to track a missing returns refund - after 6 weeks of expensive phone calls they finally did. This tme it's even better - 6 items returned in one parcel - 3 refunded, 3 not. And every time I call they want the Hermes tracking number. Every time I call I am at work and have no access to this - and frankly why should I? 3 of the items have been refunded. So the implied accusation yet again is that I am lying. And what good will the tracking number be? I am extremely frustrated, exhausted and angry. I will persevere and will get my £75 back one way or another, but it was most definitely the absolutely very last time I have used them. Never again. Incompetence is clearly their company credo and I for one don't want to waste my time having to chase items I never owned in the first place. And don't get me started on their credit card...
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Terrible terrible terrible .. dont use them

I tried to buy a PC from debenhams...wait for stock...their customer on line tracking status is always wrong so you have to phone up customer service. Product finally gets delivered on the back of a van but its not secured or strapped so the driver says he wouldnt touch with a barge pole. It takes 10 days for debenhams to register its been returned (online status wrong throughout). then you start the process again as theres no stock,
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I got great service

There are a lot of one star reviews on here which I only discovered after placing my order. I ordered an item on a Sunday evening and received it on Tuesday afternoon using their free delivery service. I can't ask for more than that really and the experience was hassle free. Credit where credit is due.
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Best to avoid online shopping here - especially in a sale

I ordered two jumpers at a slightly reduced price in the Debenhams sale and promptly got an email confirmation of the order. The next day I received another email saying that they were unable to fulfil the order due to stock availability. When I looked at their website a week later the very same items were still for sale except that they were at a higher price so it was nothing to do with stock availability at all! Speaks for itself really. This is not the first time I have had this experience when shopping online at Debenhams and shall now avoid them totally to avoid the hassle and the disappointment.
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Dreadful

Internet sales

They charge interest even if you return goods immediately. You have to pay for the goods then they refund to your account. In other words they are circumventing the law relating to internet purchases. Amazing how big business can always get away with breaking the law. They are long overdue for prosecution.
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appalling and dodgy. never use debenhema plus

This is the worst ever retail service of my life. I bought a tablet for 219 pounds and I had to return it because I got another one as a gift at thr same time. I didnt even open the package and paid for its return myself via royal mail. When asked refund they won't refund me 219 pounds because I didnt agree to pay a 20 pounds charge. They weren't clear what this charge is for. All the person sending me messages was saying was 'please can you advise'. At on point they said it was because the goods were unwanted and later said its for using their returns service which I clearly havent used. So I still haven't got my 219 pounds. Its been almsot 15 days. Please anyone in their sane mind do not shop with them. I never write any reviews but I felt this has to be told to the world.
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Appalling- DO NOT BUY FROM DEBENHAMS ONLINE !!

What a terrible experience...I ordered two quilt covers which I was unable to find in store, eight days later they still had not arrived and so I telephoned and was told they would be re-sent. Two days later I received a quilt and two pillows which had someone else's name on the delivery note. I telephoned again and was told that the quilt covers had been sent back and the amount credited to my account, I said that I wanted them and that it hadn't been me that had sent them back. I was told to send back the quilt and pillows and that my quilt covers would be re-ordered. I received them two days later. I have now received my statement which has two sets of quilt covers on it, so I telephoned the number on the back of the statement and was told that they could not deal with it as it was an online order, and that I needed to telephone the online department, which I subsequently did and was told that they could not deal with it as it was a statement query and that I needed to telephone the number on the back of the statement, the person in the online department did, however say that one of the amounts had been credited to my account four days after the statement date and 15 days after I had been told that it had been credited. Congratulations Debenhams you have beaten NEXT for your inefficiency and they are pretty dire.
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appalling service, never again will order online.

ordered perfume , arrived in store too ,late, so phoned bolton store , and asked them to return it and refund me. no refund , so emailed them , and been told I have picked it up myself on 3rd. jan! they even sent reminder on 17th .jan to pick it up! what a fiasco . I will go to ombudsman if not resolved. worst customer service ever from a large store. Debenhams are a disgrace, mrs . p . elvidge .
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Appalling customer service

I ordered some sunglasses on-line in the sale which were sent in a heat-sealed carrier bag. Unsurprisingly, they were smashed to bits in transit. I called and arranged for their return and was told that replacements would be sent immediately. After an extended saga of premium rate phone calls and emails, they did not send replacements, it took several weeks to get a refund and they would not refund any proportion of the postage as they had sent 1 item from my order successfully. Unsympathetic and slow to respond to emails, they clearly don't care about customer satisfaction.

I suspect that some businesses need to hit rock bottom before they can climb back to success, on my recent experience they have nearly reached that low. It saddens me that despite Debenhams being my department store of choice for years, I will no longer be shopping either in-store or on-line until I'm convinced that they have sorted out their act, which is a real shame.
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Wrong item, wrong attitude.

I ordered a pair of sheepskin gloves in the sale. I undid the package to find that mittens had been sent instead of gloves. I took them back to the Hanley store and received a total 'couldn't care less , nothing to do with us' attitude. How do you get to receive the correct item and good service?
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No wonder their sales are falling

Experience has taught me only to shop at Debenhams if I can't find what I'm looking for elsewhere. I had a horrendous experience with a small piece of furniture a couple of years ago and vowed then "never again", but needs must. Things have not changed. I recently ordered a jacket for my husband online. It was click and collect and I assumed it would be in store in a day or two, rather like John Lewis. How wrong was I. It took 10 days to arrive in store! Fortunately, it wasn't a present but even so, this is a ridiculous time to wait when you consider you can collect many items next day from M&S or John Lewis. I purchased another item online and wasn't given the option of click and collect so was automatically charged £3.99 delivery. The item was left in our bin by the courier. It was too big and I needed to return it. On doing so, customer services initially refused to refund the delivery charge. When i pointed out that Distance Selling Regulations stipulated the delivery charge must be refunded they relented. It was my right to have the delivery charge refunded, and Debenhams staff should have known that. I should not have had to stand in the store arguing the toss about this. I am now taking the view that I would prefer to do without something than shop at Debenhams again. I believe their sales were poor over the Christmas period - they deserve to be.
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Very poor service & questionable honesty

I ordered two fleece tops & a jacket in the recent so-called sale.
The partial order was delivered by the less than great HERMES courier who didn't even ask for a signature.
One of the two fleece tops was missing from the sealed bag (couldn't see any obvious evidence of tampering) even though an invoice showed that it should have been present.
I reported this immediately & was told by 2 different people that they would look into it. On the 3rd chasing up via email another person told me that too much time had elapsed & that they would refund me for the one top.
It's NO coincidence that the missing Craghoppers peppered Black jasper half zip top has now gone back to its original pre sale price of £35 form £17.50! I don't believe that they actually sent the top, leaving me to assume that it may have been stolen by the courier or whatever. It seems that debenhams are the dishonest ones here & not prepared to honour what they claim to offer. Their practices should be investigated!
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Debenhams appalling returns service

Re;do Debenhams have a returns service. Having waited all day AGAIN for my rug to be collected, once again Debenhams online staff have given the couriers the wrong address! This is twice in the same week! If you have an item to collect, I would advise you to check and double check that they have the correct post code before you put the phone down, unlike me , who make the assumption that the information they gave the courier was correct ,given the hours I spent on the phone to them. The incompetence o their staff is truly terrible.
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Ordered item in sale now they say it's priced wrong

I bought a dress from Debenhams over a week ago, it was in their sale section and it was just what I was looking for to wear at an upcoming wedding. Now I have had an email saying it was priced wrong so they have canceled my order and I will get a refund in five days

I find both the cancelling of my order and the fact I have to wait for my money for five days terrible service

Won't be using them again that's for sure.

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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