Debenhams reviews

Debenhams reviews

Very low
1.7
from 0 - 10
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I should have checked this before I ordered anything from debenhams .

I placed a order with this company last sat and still have not received it I have tried to track it with the tracking no they gave me but it keeps saying try later. So fed up at this stage.
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Shoe department. Appalling staff.

Still sitting in Clapham Junction shoe department having waited 45 minutes now. The store opened over an hour ago. I made the trip especially & wrote down the brand of shoe & serial number in hope of a swift purchase. I now have the cost of a new train ticket since I've missed my planned journey time. I need these specific shoes for an upcoming show.
I had also tried calling ahead to reserve them at 10am. The call just rang out.

This tardy member of staff seems to be the only one with access to the store room for 'The Shoe Store' area of debenhams shoes. No other staff member can help. Only politely apologize.

After waiting for 15 minutes & complaining consistently, they finally rang said member of staff who claimed to another 10 minutes away. That was 30 minutes ago.

To say I'm furious would be an understatement.
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Complete rip off and worst customer service staff I've ever experienced

I bought a laptop online from Debenhams plus for my Daughter for Christmas.
The laptop is faulty and Debenhams plus customer services and technical team are refusing to replace it as they say the fault isn't covered by the warranty.
They are basically calling my Daughter a liar but won't give any details as to why.
Every e-mail I've sent them gets dismissive replies such as "your return request has been refused".
I've asked for the name of a senior manager so I can take it up with them but they won't give it to me so I am putting my complaint in writing to their head office.
I've taken it into Debenhams in the Trafford Centre, Manchester but the stores don't stock laptops so can't help
They won't even let me send the laptop back so they can look at it, they have decided they won't replace it via their online e-mail system.
I may as well have thrown £500 down the grid as I'm left with a laptop that doesn't work.
I wish I'd read the reviews on here before I ordered this laptop.
Please, please, please do not make my mistake and order from this firm or you may as well just thrown your money down the same grid as me.
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Poor

I did an order with them over Christmas which the packing department made a mess of, they asked me to write a review and when I did they rejected it, so I will post it on here instead!

'I ordered this as a Christmas present and when it arrived in a flimsy plastic bag all the packaging was broken and as the plastic packaging is thick when it rips/breaks I got a cut on my hand opening it. Told Debenhams about it so got a replacement and the same thing happened, by the time it was re delivered poorly packaged it was broken again so it landed up chucking it in the bin as could not give it as a gift.'

Poor customer service, poor packaging, not really up to standard for a big company like this.
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They sent me someone else's order and invoice

I ordered an eyeshadow online a week ago and the order that arrived was a lipstick with someone else's details inside the parcel with my address. The invoice I have is for a completely different person (with a name that is not even similar to mine or a similar price which might explain the mistake) and not even the same item I asked for. I can't return the item as the delivery I have is not mine and I don't have my own invoice with the order on it. I sent an email explaining the problem alongside my order number and was told I'd get a response in 48 hours. A few days later I received a very brief automated response saying they were sorry I received the wrong items (it's the wrong person's order) and to arrange a return which is completely useless. They did give me a 0800 number that is going to charge me a high rate to call up which I will have to do in the next few days to speak to an actual person. I'm still none the wiser over how I'm supposed to get my money back when the neither the invoice nor the product I have is mine. In essence I will be returning someone else's order while someone else may be sitting with mine while it has already been paid for by me. I have no guarantee that by returning the other customer's order my own will be refunded. So far the lack of customer service or information on policies and procedure has been pretty poor.
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Do not buy anything from this store

I've had my wife come home in tears today from the Debenhams in Basingstoke. She was sold a Dior concealer by their sales staff and assured, at the point of sale, that it was the correct colour for her skin tone. On actually trying the product it was found to be completely unsuitable and on trying to return the product was basically told to get lost by unsympathetic and rude staff. This store seems to have the attitude of making sales at any cost, as an ordinary customer is not going to have access to the knowledge or funds to pursue claims against them, as seen by many of the horror stories on this site. Absolutely shocking that a major high store retailer has this modus operandi, no wonder they are struggling currently.
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Don't trust their deals

I ordered a Tablet - it was the best deal on the net.
Three days later I receive an email addressed to someone else saying they had made a mistake and that price was for a smaller tablet.
They claim there is no contract with Debenhams until they have dispatched the item and so that was that.
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their mistake i pay!!

ordered two sets of mugs received one set but charged for two. given it took them one month to answer by email previously i called them on the 5p a min number. told mistake in packing and now out of stock but i cant have a refund until i wait in a whole day for collection and after paying for the call as well. disgraceful service no compensation for their error.
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Great service

I have ordered quite a lot of times from Debenhams over the years and never had a problem. Delivery always on time and free if over a certain amount plus the option to send to the store to pick up. Products have all been as described and good quality. Thank you :-)
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Terrible service

Its Christmas Eve and I've just found out Debenhams won't be delivering my mothers Christmas present. There web site guaranteed delivery if ordered before midnight on the 19 th. I've now got to try and get a replacement at this late hour. I'll never shop with Debenhams again. All customer services offered was a refund. I pushed them to explain why they were advertising guaranteed delivery when they clearly csnnot fulfil this commitment but all I kept getting was we're sorry. BUYERS BEWARE DEBENHAMS IS RUBBISH .
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Awful. Not in stock as stated online

Ordered a laptop as they promised free next day delivery and showed it in stock. Got an email this morning saying it was not in stock and to contact them, which I have been trying to do for two hours with no success. So now I have no laptop and no means to go buy an alternative. Awful service, especially on Christmas Eve. Be warned that they are still showing as having this in stock and taking orders for it. Very deceptive and dishonest.
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Awful, in-store and online

I found an item on-line that I wanted to order for Christmas and found it was out of stock http://www.debenhams.com/webapp/wcs/stores/servlet/prod_10701_10001_123954900999_-1 it is a Dior perfume gift set with 25% knocked off (was £54, offer price £40.50). I went in-store to see if they had it there, they did, it was £58 - I asked why when on-line it was reduced by 25% on sale, the girls shrugged at me and said, oh no that can't be true 'We never' have 25% off perfume at Debenhams, and sometimes the prices on-line differ from in-store - she couldn't tell me why this was. I left be-bewildered and bought it from the perfume store for £10 more.

I'd also ordered 2 Ted baker gift sets from Debenhams, both arrived late, badly packaged and were damaged. It took 7 days before I got a reply from them about my complaint, and that was only because I had to chase them a second time. Of course their response was, i'm sorry about the grievance you have been caused etc etc, please return your items!!

it's a bit late now Debenhams! if you'd got back to me in the 3 days you promise on your website then it could have been done, I don't have time to go get anything else sorted now as I work 18 hour days all through the run up to Christmas.

Seriously avoid buying from them, pay the extra pennies at John Lewis or House of Fraser - both a million times better.
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Absolutely awful, missing parcel, no customer service

Ordered a load of beauty products on 1 December, had email 2 December saying they had been dispatched and enroute to courier. Now 17 December, after 6 phone calls where different people have told me they had to send a template off to the correct department to locate them, upon which actually NONE had been sent off, I am still awaiting these products which are all Christmas presents. Have just been informed there is a delay at warehouse, is this another lie? And they "should" be with me sometime this week. Spent a fortune on "lost" presents and on subsequent phone calls trying to get someone to do something. I will never, ever buy from them again.
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dont bother buying from them

Bought a tv, they took money from my account the next day and told me a delivery date, almost 3 weeks away. On the morning of delivery I recieved an email saying my order was cancelled. When I phoned them up I was told I could only have an alternative product if it was cheaper. Simular products even a few pounds more expensive and I would have had to pay the difference. I explained I took a day off work to be in for when the tv arrives, and that ive waited nearly 3 weeks, and I only get told on the day of delivery thats been cancelled. Got a half harted apology. Now its going to take 7-10 days to get my money back. They haf no problem taking it out of my account but giving the money back suddenly takes over a week.
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Very bad customer service

I bought a washing machine and chose my delivery date, they called to confirmed one week after(that's 3 weeks before the due delivery date). Then they changed the date to one week before the original, and only informed me by email on the exact 3 working day prior to that date. I was on holiday to North Afican, I did replied later that day and asked for change. They said because I replied outside their office hour, so I have to pay £44 for redelivery. They emailed me in the morning and I replied on the same day at night which I think my reply time was within reason. But they gave me less than 12 hours to reply and charge me for change of dates. They were the one who changed my delivery date and when I wanted to change they charged me. That's day light robbery. They delivered my goods on a day that I have never agreed and I have to pay for the redelivery. Very bad service, I advice everyone not use their service.
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Could not even checkout!

Was quite prepared to spend a few hundred pounds on the Debenhams website,but each time I tried to checkout,kept coming up "insufficient items in your inventory"!

There was no explanation as to what this meant.To be honest I think I had ample items in my inventory,so after my seventh attempt at trying to checkout,I gave up.

Hugely dissapointed for wasting my time on their site,plus then more time spent sourcing the items I wanted from other sites,but will not using them again.
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"Next day" delivery means next week (if you're lucky)

I ordered a vacuum cleaner on Tuesday and paid for next day delivery as our old one had broken. After two days waiting in I called the "customer service" line (10 minute hold) to be told that there's a delay and it will arrive next week. I can't cancel the order or get a refund until the wretched thing arrives. A courtesy call to say the delivery would be late would have been helpful, but nothing. I was supposed to be having friends around for drinks at the weekend, but won't be able to now as I can't clean the house. I wish I'd read the reviews here first; shocking service and the last time I use Debenhams.
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Disaster area- avoid if you can!

Ordered a boxed set of toiletries- L'Occitane, and a separate shower gel.
Have received neither. It seems that the boxed set was out of stock, I was not informed, just happened to spot a 'cancelled' note in an email updating me on the status of my order. The shower gel was delivered, but it wasn't ....! Instead I received a very expensive gift set of Paco Rabanne aftershave! A bonus and bargain definitely, but I am still without the items I wanted, and now have to source them elsewhere at (doubtless) far more than the promotional price Debenhams offered. Items should not be on sale if they aren't available!! I really think they should scrap their online store, it is a complete disaster. Shame on you Debs!!

A very disgruntled Christmas shopper
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The WORST customer service ever!

I've ordered a couple of shirts from Debenhams on the 5th of November, nothing has arrived more than a month later. I emailed several times and got auto response saying CS will get back to me within the next 3 to 5 days nobody did! I called 3 times and was told someone will get back to me in the next 72 hours nobody did! Debenhams won't refund either despite the fact I never received my shirts (not cheap!). I spoke to a "manager" Paul Bell who could not tell me anything! so much for being a manager with no knowledge! If CS managers can't help, who can??? Be warned especially Christmas is coming, you may never get you goods for Christmas and still get stressed asking for a refund!
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Very frustrating customer service - nothing like Next

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'.....

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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