Debenhams Reviews 

An update on my previous review
A 2nd bbq was delivered smashed to bits. Refused delivery and got an emails saying I wasn’t in to take delivery- pick another date for redelivery.
No answer to many emails
Still got a large box of broken bbq in my hall and am £90 out of pocket!

STEER WELL CLEAR!!!!!!!
Absolutely appalling customer service and product. Ordered a trampoline, it came in good time, but when I went to attach the legs they wouldn't go on, because the insides of the thread on all 6 legs were rusty. Tried contacting them, very slow response from an actual human, told I have to wait whilst they contact the seller, gave me a date 10 days from my original contact to make the complaint. Now just getting a bot again when I try to contact them. Complete waste of time and money. Cannot for a moment believe that any of the 'good' reviews on here are from actual genuine customers. I will not be buying from them again, and will be advising others to avoid. Long gone are the days when Debenhams was a reliable name. Avoid giving these people your money at all costs!

Absolutely shocking customer service. My packaged got lost and no help from the customer service of debenhams when I requested money back still no answer. I do think the are scammers now. Stay away from this shop.

If I could give zero stars I would. Shocking customer service and misrepresentation on their website, claiming ‘extended warranty’ to then discover I’ve paid for insurance while my item is under warranty? And it states that it doesn’t cover items under warranty. A true and utter sh*t show. I have worked in insurance companies so I am not dense. It is nothing short of misinformation and lying to their customers and getting them to pay above the odds and then refusing a return for an unused/fully boxed up item. I am unsure if their customer service staff know how to read as trying to converse with them definitely implies they do not. I shall never buy from them again.

Absolutely shocking. Ordered assembled bedroom furniture which two men stinking of smoke delivered all wrapped in cardboard which they refused to open and take away. While they went back out to the van to smoke while they left all the heavy furniture in my hall, I opened one box containing a bedside cabinet and was horrified at the quality. It looked like something g from Temu. I called them back in and after a bit of an argument they phoned their depot and took everything g away. After speaking to Debenhams A.I. and leaving countless emails and messages by text and messenger, I am still 4 days later waiting for an actual person to speak to me. They keep saying to fill in the refund info to start the process to send back. - it’s already sent! N I want my £1000 back!!!!

1 Star – Appalling Customer Service and Missing Delivery

I placed an order with Debenhams on 28 May 2026 for a cupboard needed before family arrive from abroad. The order was due to be delivered on 1 June 2026.

The order was shipped in three boxes, but only one box was delivered. As of 4 June 2026, the remaining two boxes have still not arrived.

The most frustrating part has been the complete lack of customer service. I have spent hours attempting to contact Debenhams through WhatsApp over the last two days. The automated messages repeatedly state that agents are extremely busy and will respond shortly, but no one ever responds.

I have also been trying to obtain information through DX Courier, but even they have been unable to locate the missing parcels.

As a customer, I have been left with no cupboard, no update, no meaningful communication, and no way of speaking to anyone who can help. It is unacceptable that a major retailer can take payment and then become effectively unreachable when something goes wrong.

Order Number: DUX055136569

I would strongly advise Debenhams to improve both their delivery oversight and customer service processes.

Still waiting for refund. On going since April 2026... provided receipts ...

I placed an order with Debenhams online, during December, parts of the order were returned within the correct time frame. Gift vouchers amounting to £52.06 were emailed to me on February 22nd this year.
The website return information said the refund option was either a gift card or the original payment card. I there was no option when I ordered
I did a practise order to check, exactly the same again, there was no option.
I contacted customer service explaining the option was not there when I placed my order. Some days later I received a response quoting t&c's not helpful at all. Several emails later and still no joy, I gave up.
Last week I attempted to place an online order to spend one of the three vouchers, they had expired ! They only last for 49 days. Surely this cannot be right I emailed a complaint, I received a response saying they cannot reinstate them. Surely this cannot be fair, is it lawful?, it feels like they have stolen from me.

Absolutely bunch of idiots. Couldn’t offer customer service of it fell on them. Unfortunately anything to do with Mike Ashley seems to not understand customer service.

Absolutely appalling experience. I returned my order on 14th May and tracking clearly showed it was delivered back to them on 18th May, yet I was repeatedly denied my refund.

The worst part was dealing with a representative from Seel called Alex, who was completely unhelpful throughout the entire process. No matter how many times I explained that the parcel had been delivered and provided tracking proof, he continued to insist I would not be getting my money back. It genuinely felt like nobody had any intention of resolving the issue fairly.

Customers should be extremely cautious. Keeping somebody’s money despite confirmed delivery of a return is unacceptable. I have spent weeks chasing what should have been a straightforward refund.The guy named Alex is in on the scamming money and fraud

Terrible customer service, terrible communication, and an incredibly stressful experience from start to finish. Avoid at all costs.

Please don’t get me wrong, but I love Debenhams

What I don’t like is the amount of junk mail from them

I have unsubscribed five times, but they still have the cheek to contact me, and it’s really annoying

Debenhams, get the message and leave me alone

I ordered a pair of slippers.they arrived but there was glue all over them.I returned them using there Royal Mail track and trace.i never received a refund.i have sent them email after email and I have still to this day never received a refund.please steer clear of this company

Two months and still no delivery... I purchased a three piece wardrobe set to have it delivered to my work. The delivery place then wanted to deliver it on the weekend, even though delivery said before Sunday. However, it was fine as we are a 7 day business. Delivery comes and only two items. I have messaged and messaged Debenhams, they take a week to respond and then just say they are chatting to the supplier, wait two days, then I wait two days and they repeat the same answer. I then chase again and they send me a POD for two deliveries and say could it have been misplaced, even though I purchased three items.... So this is obvious proof they just didn't send the whole thing. My son has now been without a wardrobe for two months, I can't afford to purchase another one until I get my money back. This company is an absolute bunch of scammers, who I currently in the process of launching a small claims and speaking with the press. Do not buy here, horrible place.

Excellent was delivered earlier than I expected

Ordered a dress and they added a secondary delivery charge that is added to all orders and I was advised by them when I queried the extra charge you have to physically untick it yourself at point of payment! I never saw this just seen it had been added to my payment but they wouldn’t refund! This is illegal which I stated but still didnt get anywhere after several people replied with the same generic response! Customer service shocking! Will never shop with them again!

Found a lovely weather proof sun lounger, ordered and it was delivered on time. It’s not as easy to put up as I thought but then when it’s up it’s great. Not too expensive in comparison with other sites.
No grumbles from me.

Refunds take forever and they charge to send back each item if from their brand partners. Still not received my refunds and sick of speaking with a bot. Coast and Boohoo are now part of Debenhams I think, so you’re never quite sure who’s connected with them and who you should avoid. Shocking!

Ordered a dress for friend. She does not like it. Fair enough. Then another dress arrived addressed to me that I did not order. On reading the bad reviews I shall have to assume that I have lost money if they have charged me a dress that I did not order.

Ordered a sofa bed, given a delivery date and charged for delivery.
Tracking number does not work , delivery is overdue, contacted customer service and they just said wait another 2 weeks before they could even be bothered to do anything about it!
I find this appalling , tried to cancel the order as I will not be in the country during the period they say they may attempt delivery, but cannot even confirm my order is dispatched.
I have never had a problem before with Debenhams but this experience shows just how little they care for a regular customer. Massively disappointed and still waiting for any sort of response!

Their seel insurance of £2.99 is scam. I used to like Debenhams but they started stealing from people an extra £2.99 without your consent. Contacting them is like contacting someone from mars. I contacted as soon as I noticed the amount taken was different from the checkout basket but they refused to refund even though the order had not even been processed. I will never ever buy from them again. Imagine how many other people they stole like that from. It’s very wrong,