Debenhams

Poor communication and can't fulfil order or delivery. Waste of time

I ordered some denby tableware on 13th December. I received an email confirming my order promptly and then the next day got an email again which took me to a page showing that some items were dispatched and others were still processing. On 17th December a delivery arrived. It wasn't a courier company though. It was a woman and child delivering from a private car. Some items were missing but I expected this as I was anticipating a second delivery of the remaining items. On 18th I received an email update and all items now showed as dispatched. Then on 19th December I got another email which showed that one item was still at the dispatched stage, the other returned. We didn't return anything. So I waited in on 20th and 21st December. Phoned them on 21st December to ask where the missing item was and why something was sowing as returned. Friendly but unhelpful. They said we had returned one item and we'd be refunded and that the other item was still dispatched. They couldn't say when it might come. Waited in again on 22nd December. Phoned them again at 5pm and was told that it is with Royal Mail. Decided to go into a debenhams store and explain the situation. Store assistant was really helpful. She phoned on my behalf and was told that they are not going to be able to fulfil the order. So basically we were lied to. Communication really poor. Only way to contact them is through their chargeable phone line. There's no ability to truly track your order I.e. with a courier. Customer services don't appear to have access to any tracking information either. Luckily the store had what we had ordered on their shelves and they kindly sold it to us at the sale rate we had bought it for online. I'm now waiting for a refund from the online branch. I wait with baited breath. Although I like debenhams as a store, I won't use the online service ever again. And will actively dissuade others from using it too. Stressful and ultimately a waste of time.

Mark Dyos found this review useful