Debenhams reviews

Debenhams reviews

Very low
1.7
from 0 - 10
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The VERY worst online shopping experience I have EVER had

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!!!!!
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feeling conned

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.
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Worst customer service and returns

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.
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The worst experience ever

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.
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Worst On-Line Order I Have Ever Had

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.
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First Class Service at Debenhams Meadowhall Store

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.
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Poor delivery service!

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!!
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PUZZLEMENT OVER CANCELLATION

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!

Sincerely Yours,
Jean Rey
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Worst customer service ever

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.
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Appalling customer service

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.
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Shocking!!! Not what I'd expect from a big company

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!!!
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Use House of Fraser's for next day store collection for online orders - Debenhams takes 4+ days

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!
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I wish I read the reviews first

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.
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Extremely poor returns service

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.
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Worst retailer I've ever dealt with....ever.........

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.
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Ordered online, delivered 9/7/13, returned to store 10/7/13 no refund as of 3/8/13

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.
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Never had a problem and I'm buying every month

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!!!
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Terrible. Non existant customer service.

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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They just simply don't want to do business.

They've cancelled my orders without any reason. Zero communication.
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Outsourced customer service, scripted responses, no understanding of problems

Absolutely hopeless. Two items returned in the same parcel, one refunded but the other 'lost' and they won't refund me for it or engage in a conversation about how it happened.

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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