Debenhams Reviews 

Watch out for the scam on their checkout page. If you remove the insanely expensive and pointless Seel protection, the website puts it back on. I have been in touch with their customer service (the first time literally 2 minutes after online purchase was made and realised what they’d done) and am repeatedly told they will not and cannot remove the service and reimburse me. My order has not even been dispatched.

they advertising false information, when you then ask about your order you get only automatic response where is advised to to reply. worst place to order. never again

Do not order from here. Made an order on the 3rd of August, and was advised it would be delivered by the 9th. It never turned up so I requested a refund and have now been chasing said refund for over a month, I get told ‘8 more working days’ ‘2 more days’ every single time I contact them. Absolutely ridiculous, this website is a SCAM.

I paid extra for express delivery, which was supposed to arrive by 11 September. The parcel did not arrive on time and the tracking stopped updating.

Eventually, Evri marked the parcel as delivered, but I never received it. I was at home and checked my CCTV, which shows no delivery taking place.

What made the situation even worse was receiving different explanations from customer service. I was first told that the parcel had been handed to someone at my address, and later that it had been put through my letterbox. Neither is true.

I provided the information requested and explained that I had CCTV evidence, but they still refused to refund me and simply marked the case as resolved.

I have now had to raise the matter with my bank. I have paid for goods that I have not received, and the way this situation has been handled has left me extremely frustrated and feeling completely let down.

I would not recommend Debenhams based on my experience with their customer service and the way this missing parcel has been handled.

Truly terrible customer service. Still awaiting refunds on 3 quite expensive items. I ordered through Debenhams thinking they had a good reputation. There is no indication when ordering that all items come from their Brand Partners not from the Retail company Debenhams.. Returns are an absolute nightmare - for example there are no straightforward links to generate a returns label - no return instructions in the parcel. I had to email, await days for responses, was sent link that did not open. I was also offered 10% off next order and even that code did not work! I will never ever order from Debenhams again - Avoid at all costs unless you are happy to wait over a month for a refund.

Debenhams has been so good for returns when I was searching for bridesmaid dresses. I was able to order 8 different dresses in 3 different a sizes and return them ones that didn’t suit! Parcel was picked up by drop2shop which did take a while for it to get to Debenhams but refunds all came through within 30 days!

I've sent multiple complaint emails about the service I've received and not had any replies. Typical. I've also returned items, never received the refund money back, with no one replying to my emails about this. Debenhams have literally stollen money from me and are now refusing to reply to my emails about it

Shame there isn't a 0 star when it comes to customer service.

So frustrating trying to resolve an order that DHL returned to sender before it even left their depot. I have been constantly fobbed off by very 'unhelpful' virtual assistance.

I feel it is only fair to warn people as I will never be ordering from Debenhams again after this.

If your parcel doesn't arrive, be prepared to be sending countless emails and messages to a computer, impossible to talk to a person and every email is asking for me to be patient and they will respond within 24 hours, so after 24 hours I follow-up, only to receive another useless email from their unhelpful virtual assistant, requesting I wait another 24 hours. I am almost giving up.

I just want a refund and to order the same product, for the same price from another website, but feel I will be in this ridiculous cycle of communication with a virtual assistant forever.

Do not buy from Debenhams if your items come from "brand partners." I placed order #DUX058011714 for bed linen, and because items were fulfilled by third-party suppliers (Vision Linens and Mediterranean Linens), the entire return process has been a nightmare.

The brand partner items do not even show up on the online returns portal to generate a label. There were zero return instructions in the delivery note, and the website states you have to contact the third party sellers direct to return items.

Debenhams has removed all customer service phone lines, live chat agents, and direct emails.

When trying to contact the individual suppliers directly, Mediterranean Linens goes to an automated recorded message with nobody answering, and Vision Linens has no one available.

I'm currently in the process of jumping through a million hoops to try and return the individual items to brand partners who do not have clear instructions.

I'm having to call them and await call backs and await instructions for how to return which concerns me as I may go over the 21 days. Horrendous customer service.

I will never order from Debenhams again.

Kai was wonderful! the most effective and efficient customer service i’ve ever received! 5🌟

Answer we will sort this out for you sorry about our customer service.
We will go through this site.
Nothing here plus I've got order number.
And yes I did just notice you have no phone contact.

Very disappointed. I paid for Unlimited Delivery, but it was never activated. Despite requesting a refund within the 14-day cancellation period, Debenhams refused. Poor customer service and a frustrating experience. I won't be using Debenhams again.

DO NOT ORDER FROM DEBENHAMS
I would strongly advise against ordering from Debenhams. Their prices are clearly being used to undercut other retailers, but they’re unable to fulfill the orders reliably. Their customer services is a bot and you’re unable to speak to a person. A company operating this way should always be avoided.
I have now had several issues with them. Shoes ordered for a holiday arrived too late, and a lip liner advertised for next-day delivery never arrived. To my knowledge, I never received the refund for that order.
Despite this, I gave them another chance and ordered YSL foundation on 21 August, due by 28 August. It is now 3 September, the Evri tracking has not moved, and the parcel appears to be lost.
Debenhams refuse to send a replacement or issue a refund until 8 September because of their Evri timescale. My contract is with Debenhams, not Evri, and I should not have to wait weeks for my £33 refund because of an issue between them and their courier.
I have not bought foundation from anywhere else because I cannot afford to. I am now left without the product I paid for and without the money to replace it.
This is unacceptable customer service. If you are considering ordering from Debenhams because something is a few pounds cheaper, I would seriously reconsider

I can’t actually explain how truly terrible my experience with Debenhams has been. I ordered a dress in Oct 25, it was faulty (beads falling off all over, loose in the bag) and raised this with them within days of receiving the order. I tried to return via the return portal but it told me to speak to them directly so I did so. They messaged to tell me to go via the portal but because they took so long to reply, the portal no longer worked as I was now outside of the return period. I then chased for 6 whole months via message (the only way to contact them) going through their AI bot, repeating myself every time I did get through to a person (providing the entire context every time, by which point I may have lost the person again and be back at the back of the queue), having my issues supposedly ‘escalated’ due to their customer services team being ‘busier than usual’. Clearly not ‘busier than usual if the excuse is being used for 11 months straight.
After 6 months I finally get given confirmation that they will accept the return and I got a QR code to ship the item back. I sent the return within 3 days of getting the QR code. I did not return my refund despite having proof they had received the item back. I was then repeatedly told that because my item was outside of the return period, I was not eligible for a refund but stood my ground as I wanted nothing more than to have returned in a timely fashion but was not given the opportunity.
A month later I finally got through to someone who agreed to refund me. That refund never came and I had to chase again for another 4 months, repeatedly being told my issue had been escalated before finally receiving my refund.
I was owed over £80 for 11 months for a faulty item. The customer services team tried to deny me the refund repeatedly and I wasn’t sure I’d ever get my money back so I am now relieved it is finally over.
I initially made the mistake of believing that chasing the customer service team for a response would delay resolution or response but soon learned that the only way to get any sort of response is to bombard them and drill home how much I was being messed around so would unfortunately recommend others do the same.

Absolutely disgusting company, avoid ordering at all cost as if you need to return something they WILL NOT REFUND YOU. ITS A JOKE. Ive insisted on escalating my case as I returned the item about a month ago and still not refund. They set 2 emails emails to say they have issued it, however the funds haven't gone in although they claim they issued it. It's beyond a joke , they need to be shut down as they do not care about customers rights and make their own rules. Ai responses and no one actually takes you seriously. They need reporting to Trading Standards especially considering how many people report the same thing. Basically scammers! Whatever you do, DO NOT ORDER FROM THEM!

Christine DON”T ORDER FROM DEBENHAMS I have tried to return a Jumpsuit since 28th August. Despite many messages backward and forwards because apparently my order number and email address do not match my problem has been escalated twice and this morning they are saying I am still waiting for the order - Christine

Ordered goods on a Saturday, got an email to say parcel was dispatched on Sunday and they took full payment at once. Goods have NOT been received by the courier nearly 3 weeks on. Debenhams keep telling me to wait. They are absolutely useless.
My advice to anyone thinking of buying through this site is DON’T - go to the suppliers own sites, or if they don’t have one, look on eBay or Amazon - I bet you’ll find what you want at the same price and with no middleman (Debenhams) mucking up the delivery.

Very disappointed with my experience with Debenhams. I ordered a pair of shoes, but unfortunately they were too small, so I returned them. I was told I would receive a refund, but it has now been 3 weeks and I still haven’t received my money.

I understand that refunds can take some time, but 3 weeks is far too long, especially when the item has already been returned. I expected much better customer service from Debenhams. I would appreciate my refund being processed as soon as possible.

Very disappointing experience. I paid extra for Next Day Delivery, but my parcel did not arrive on time and I was simply told to wait longer. If customers pay for a premium delivery service, it should actually be provided. I won’t be ordering again.

DON’T ORDER! I ordered £700 worth of furniture that should have been delivered by the 20th of August. Never arrived. I was told to wait 2 more days then I could have a refund. I contacted 4 days later and was then told I had to wait until the 31st. Terrible customer service they just lie to you. I sent them the previous conversations and they completely lied stating it wasn’t true. They refused to refund me and refused to send a new set. Luckily I bought through PayPal. Please save yourself the stress and money. Never shop with them! They are utterly dreadful.