Purchased two sofas online just after Christmas which arrived on 22 February - noticed at time of delivery both were damaged and the relevant details of the damage were noted on the despatch note as instructed by delivery driver. We immediately called Debenhams Customer Services to report the problem and ask for replacements to be sent. We were told to e-mail them. We then received an e-mail asking us to send photographs and details which we did. We then heard nothing further from them (and still haven't!). We tried to contact Customer Services who said Furniture Department were dealing with this matter, asked to be put through, they weren't answering their phone! Left message for someone to call us back - surprisingly no-one did (and has still not!) E-mailed Head Office twice to complain on - we received a standard e-mail stating someone would be in touch - never heard anything further! Finally heard from a third party company who called us to arrange for someone to come and inspect sofas which they did 2 weeks ago. Then had a call from the same tird party company stating someone would be coming out to repair the damaged sofas. We told them we weren't sure repair would sort the problem satisfactorily and they told us to speak to the retailer - I wish it was that easy! We have tried twice now to contact the Furniture Department since Friday morning and no-one has bothered to call us back or e-mail us, which seems to be the preferred method of communication of Debenhams as they can conveniently ignore these messages. We have now spoken to someone in Customer services and asked to register a complaint, guess what she said? Send an e-mail! She finally agreed to take details and here hoping someone may realise that their business depends on customers and treating them so appallingly is not going to lead to repeat business or good reviews! not going to hold my breath though! We have spent almost £1,000 with Debenhams on these sofas and cannot believe that this problem could not have been dealt with much more efficiently. Debenhams need to look to John Lewis and M&S for lessons on how to treat their customers. I'm sure if we'd bought from either of these companies the sofas would have been replaced within days. We will never buy anything from Debenhams ever again.
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