Groundlevel Reviews 

Not received my item from 26/08/25.

Emailed Debenhams, emailed them. NOTHING what a JOKE! I can't believe in 2025, they are able to get away with this. Im going to escalate this further.

I purchased a suitcase set through Debenhams, the cases arrived - exactly as described. I used the larger of the cases for a holiday, the case had a pin lock on the side of it to clip the zipper into. When arriving in my hotel room and opening my case, I could not - the pin wouldn't work at all, there was no damage to the lock at all, the PIN code simply would not work. I had to force the zip out of the lock section in order to get access to the case. Upon returning home, I filed a return request using the email address provided. The responses that I have received seem to be from someone who is incapable of reading my emails and who refuses to issue a return label/refund. My last email response was 15/08/2025, I have had nothing since and it has been two weeks. The customer service of this company is shocking, the phone number on their website does not ring at all. I have emailed Debenhams separately for further assistance, this has gotten me nowhere further as they also have not replied to an email sent after their request of a video of the case. I will be contacting the financial ombudsman in 6 weeks time for support having been ignored for two weeks.

I never received the item that I ordered. I received the wrong item and despite countless emails to ground level, and messaging with watcher, the issue has still not been resolved some three weeks later. They have a phone number that doesn't work, and emails that they don't answer. Whatever you do do not purchase a wowcher- from this company as you will never see the item you wanted, I'm still waiting for them to get back to me.

ABSOLUTE CHARLATANS - AVOID AT ALL COSTS - TIME FOR THIS PATHETIC COMPANY TO CEASE TRADING - NO CUSTOMER SERVICE AND IM CONVINCED THAT THEY KNOWINGLY ONLY SELL DEFUNCT PRODUCTS

Do not touch.

Send faulty items, then mess around sending scan codes, dont want to refund, dont answer ohone dont answer email but very fast take payment

I strongly advise you stay well away from this company

I really do wish I had read the reviews before ordering a quilt through Wowcher. They don’t respond to emails or Watsapp and nor do Wowcher. I ordered a kingsize quilt, had to chase delivery, 3 days later a package arrived but it wasn’t a quilt, it was a tiny blue case that would fit a toothbrush in and certainly won’t keep me warm. I have contacted Wowcher and emailed the company but no one responds. It doesn’t look as though they even read their review but don’t blame them they are all dreadful. I think I will get in contact with trading standards as this is unacceptable and they are fraudulently taking money from people that can’t afford it. I am really upset and angry but don’t know what else I can do.

I ordered a mattress from this Company via Wowcher on 11 May 25. I sent an email asking for a delivery date and did not receive a response. However, the mattress did arrive 3 days later on the 14 May 25.

I filled out an out the online contact form requesting a VAT invoice on 2 occasions. I still have not received a reply in 2 weeks. I generally do not use companies that do not have a phone number or do not answer their phones.

If I do could give 0 I would been waiting 4 weeks for a refund was told via email my returns number was vinted and hadn't received my order untill I made a complaint...but still 3 weeks later No refund

I bought a cordless strimmer ,which looked a good buy.
I tried using it for the first time using the plastic blades recommended for grass , within less than a minute the blade broke . I changed this and tried again being very careful and the same thing happened
I installed the metal blades , which work but 3 times the safety wire guard flew off ( note there are no instructions as to how to fit this , but I am sure I worked it out)

I am not happy to use this again as I think it could be dangerousl

Please avoid this hopeless company. Ordered a mattress topper, received the wrong one. I returned for an exchange or refund and have no response for nearly 3 weeks. They received it as I sent by recorded delivery. Phone is unanswered due to Covid!
Disgraceful and technically criminal service.

Disgusting customer service as others have said !! I wish I would have read the reviews before I ordered from @livingsocial !!! Over a month no sign or response about my parasol that should have been delivered on the 29th April. Now I’m going to have to go down legal route AVOID AVOID AVOID hopefully they will go out of business 🙏

Don’t touch this company brought chairs through wowcher and they were faulty no help from wowcher and not heard anything back from ground level 😡😡😡

Redeemed a voucher via wowcher on 17th April and delivery date was on or before 28th April. Been trying to contact them for 2 weeks with no response.

Absolutely appalling. Ordered a patio set, then tried to cancel the order the same day. No telephone number. Email takes 72 hours to respond. They delivered while I was out and left it on my drive. I emailed and asked for collection. I've been asked 3 times for a pickup date by THE SAME PERSON and the set is still on my driveway, 3 weeks later. £900 down. This has got to be breaking the law in some way.

Like countless other unfortunate customers, I’ve fallen victim to this scam of a company. I purchased a mattress topper through a voucher, believing I had secured a decent deal—how wrong I was.

It’s now been almost a month, and I’ve received nothing. No order confirmation, no dispatch notice, no tracking information—absolutely no communication whatsoever. I’ve called their number multiple times; it just rings endlessly with no answer. I’ve sent three separate emails, all of which have been completely ignored. It’s a total wall of silence.

I then tried escalating the issue through Voucher, only to be met with the same disgraceful lack of response—no replies to my emails, and nothing on WhatsApp Messenger either.

Both Groundlevel.co.uk and Voucher have shown an appalling level of customer service—utterly unprofessional and, quite frankly, bordering on fraudulent. I am now forced to pursue the matter through legal channels to recover my money.

Let me be crystal clear: I will never use either of these companies again, and I strongly urge others to avoid them at all costs. Their conduct is shameful, their service non-existent, and their business practices deeply suspect.

As with many others. I ordered a wheelbarrow which arrived damaged. I then wanted to return it and money refunded. To begin with they said I couldn’t do that. So I explained my customer rights. Now after several weeks, and the item returned I still have not received my refund. They also use the Debenhams name to sell their products.

As many other reported, it really should be 0 stars...
We never received the item purchased, even after paying DOUBLE delivery fee.
We sent email over emails and never received a single reply; we have tried contacting the customer service by the number provide which has different closing times), sadly we were greeted by a recorded voice which said "due to covid-19, this number will no longer work and all our customer service representatives will now work through email".
We tried contacting the team via Whatsapp, as you can find the option on their website, 48h later, nothing still.
The only thing left for us to do is request a refund via PayPal...

Avoid this website as much as you can.

Should be zero stars!
Please do not ever order from this company!
They sent me the wrong item, this was on the 9th April 2024, several emails later, and I haven't had a response to a single one, I'm doubting I'll ever get a refund!
Avoid at all costs, I'm in the middle of reporting them to Trading Standards, they shouldn't be allowed to continue operating like this!

Got an air fryer through Groupon on a deal from this company. It had errors from day one!
How does a company like this continue to exist?
How come so many well known stores stock their items when they are obviously below par?
Tel contact says due to covid we can not take calls, what a joke. Shows how long these charlatan's have been dodging their responsibilities and complaints.
Emails never get replies. Why haven't the trade authorities or Ombudsman shut this lot down yet?
Sign of the times I guess.