I am incredibly disappointed with my recent experience with Debenhams. I placed an order (Order Number: DUX*******) on 29th December for a perfume, which was supposed to arrive within 5-7 working days. The delivery was significantly delayed, and the parcel was ultimately lost with no updates or communication from the company. If I hadn't reached out to Debenhams myself, it seems they would have kept my money and never addressed the issue. Their lack of initiative to contact me about the lost order is unacceptable. While I eventually received a refund, there was no apology of the inconvenience caused, or proper compensation. The perfume was meant to be a gift for an important occasion, and due to their poor service, I was left without it. This experience has been incredibly frustrating. The lack of transparency, poor communication, and complete failure to take responsibility demonstrate that Debenhams does not prioritize its customers. I would strongly advise others to think twice before shopping here, as there are far better retailers who provide reliable service and actually value their customers. Date of experience: January 27, 2025I think the TrustPilot reviews speak for themselves. Waiting for my delivery for over four weeks - they refuse to comply with my consumer rights under the Consumer Rights Act 2015 to re-deliver or cancel, and telling me to wait a further three weeks...! They do not respond to emails or messages. It feels like you are being scammed out of your money. Date of experience: November 22, 2024This is not Debenhams as we know them It is a company called BALLYHOO and they are cowboys No goods turn up. No refund No telephone number to speak to anyone and the chat message is a joke as they reply with the same automotive message You cannot get any help They've got your money and now no chance of returning it Do not trust this company Date of experience: November 24, 2024Two different items which were faulty needed to be returned. It's taken a lot of our time and effort to get the money back out of Debenhams. Both items they have deducted a handling fee for some reason and they are arguing this. Will never use these clowns again, they are not what they were. Tip for consumers:Give them a wide birth Products used:Shoes and a rug Service Value Shipping Returns Quality Date of experience: December 21, 2023Despite sending photographic evidence, they will not send a return label for a faulty duvet. It has a black flaw in the fabric (on a white/pink duvet). They keep saying their supplier is asking for more photos. It's just stalling tactics. Surely my contract is with Debenhams, not their supplier. I could have sent it back initially but decided to do the right thing and point out the flaw to avoid other customers receiving it. I will never buy from this company again! Service Returns Quality Date of experience: January 7, 2024Debenhams have no phone number to call. I have tried to communicate with them regarding a very dangerous situation in which a broken mirror was delivered, causing broken shards of glass all over my floor, that I have cleaned up but now cannot move / remove, whilst having young children and animals in the house. All I received was an email saying they would return to me in three days. I tried communicating twice more, and begged them to phone me to deal with the matter immediately, and have no received further communcation. Absolutely unacceptable and hugely negligible - if my child knocks the box whilst walking around the house, he could be severely hurt. I am absolutely livid about their response. Service Value Shipping Returns Quality Date of experience: November 2, 2023I ordered two pairs of shoes, same style, same size (10), different colours. What I received were two shoes, 1 with a completely different style to which I ordered, and the other in the wrong size (9). I used to receive pretty good customer service whenever I shopped at debenhams in person, but if this is how their now online store operates, then I'll stick to shopping elsewhere. Tip for consumers:Probably best to shop elsewhere. Products used:Shoes Service Value Shipping Returns Quality Date of experience: January 30, 2023I loved Debenhams, but they have gone down hill. No response from customer service - and no phone number to ring, and no details on how I can return items in the package. I will NEVER buy from this company again. Truly a waste of such a good brand Date of experience: September 15, 2022The goods never turned up, I've sent them the cctv showing that also reported it to the police. I'm not getting no reply back from my emails we are now on day 8 and still no reply back. I can't use there online form And there Facebook page is unless. Please please don't buy from there Tip for consumers:DONT BUY FROM HERE Products used:Suit Service Value Shipping Returns Quality Date of experience: February 27, 2022I bought an item on-line from Debenham. When received it was not the thing i thought. I Followed the return procedure. I didn't receive my payment. After 45 days i contacted the customer services First they asked me the proof of Returned item so i sent them. Now after 15 email they are refusing for more and more proof. Service Value Shipping Returns Quality Date of experience: March 13, 2023Do not buy from Debenhams. I've only 1 part of a 2 part item delivered. No help from Debenhams with regard to completing my order or a refund. Completely uncontactable. They have £180 of my money and I have half an order. I'm contacting the Ombudsman to resolve. Products used:Furniture Date of experience: March 25, 2024Website says £10 off £50 spend but T&C's, accessible only after ordering reveals money off is only via Complete Savings subscription scheme costing £15 per month! This is totally misleading and, in my opinion, nothing short of a 'scam'. Be warned. Debenhams are happy to mislead you. Date of experience: April 17, 2017I've ordered from Debenhams a few times. The quality is generally very good. The deliveries are easy to book, and usually prompt and they now notify you if delivery will be in separate packages. There are two issues which make me hesitate to order from here: 1) The size guides for some products are not correct especially for simple sizing methods (S, M, L, etc) meaning returns and re-orders. 2) The manufacturer, style or size is subject to change at any time, so what appear to be the same items (in a different colour for example) ordered a few weeks or months apart from each other can vary wildly. You can see that at times they have seemingly identical products on the website with different stock levels and order numbers as they phase one out. Certain items seem to be constantly low in stock in certain sizes. The in store experience can be disappointing and ultimately you'll find more stock online. Service Value Shipping Returns Quality Date of experience: January 20, 2017Debenhams has seriously gone down hill. Even though I tried to deal with head office to solve a problem they are no longer interested. Terrible customer service! There new don't care' attitude is disappointing. I've shopped with them for 25 years on a weekly basis and they have lost me for £10 exchange! What a shame! Stick to John Lewis in the future, they still value their customers. Date of experience: January 26, 2020Bought a child's dress Monday 30 November was emailed to say it will be here by the 4th December. Not arrived called customer service to find they have taken my money but cancelled my order and not informed me. I have today 6th Dec 2020 demanded a refund and said considering the state of your company you would think that you'd please your customers or is this a theft Act? Would not buy from them! Date of experience: December 6, 2020Doesnt deserve any stars. Returned 2 parcels to Debenhams via drop in shop to be collected by Hermes. After 2 weeks contacted Debenhams who were more than unhelpful. Must have emailed them with all info i had plus copy of receipt from Hermes at least 5 times. Wont do anything without tracking number. I supplied orginal tracking number plus order number plus receipt number but they won't do anything. Hermes are impossible to get through to and drop off shop say its not there problem. Dont order from Debenhams unless you are prepared to throw money down the drain. Date of experience: September 11, 2021I have emailed customer service 4 times and still no response from them. I ordered a pair of boots which were £136.95 as a Christmas present to date there is no processing time or any indication on when these items will be delivered. Their quick to take your money but no response whatsoever. Its disgraceful service I just want a refund and buy the boots in store. I will now have to go through my bank to obtain a refund we do have consumers rights!. Do not order anything online from this store. Date of experience: December 9, 2020Appalling customer service! I would have given 0 stars if I could. My order was send to the wrong address (billing address instead of shipping address). I understand that mistakes happen, but if company deals with issues appropriately, it is not a problem. In this case its been beyond any belief. There is no customer service as such, no contact number, no live chat support, no complaints department that i can find. There is an option online to send an email. I sent one but no reply at all. The only way I managed to get any response is via Twitter! This is ridiculous. Every message takes a day to get a reply, every message is dealt with by different people (means you have to constantly repeat the same thing over and over again). Now it's been 5 days I don't have my order, it cannot be redirected anywhere and now I was told that they will try to stop the delivery and refund the order when they receive it back from courier BUT this is not guaranteed! This is not to mention all the contradictory messages on the way and me being pushed from pillar to post between the courier (Evri) and Debenhams. Extremely disappointed. Service Value Shipping Returns Quality Date of experience: December 14, 2022Debenhams has always been my favourite store to shop at. They do offer a wide selection of products and speedy online delivery. However, recently upon purchased a faulty packaged luxury beauty goods, they refused to provide a refund. They declined to refund due to the item being 'damaged', even though it was sold to me in that state, and has never been used or even opened. The store manager, although aware of the Consumers Rights Act 2015, stated that 'packaging is not part of the product', therefore not protected under the Consumer Rights Act. This is incorrect and a wrongful interpretation of the law. It is unfortunate that a major department store has failed to keep up its customer service standard. Date of experience: September 25, 2019Just received my order from Debenhams. I had it shipped to Canada and had to pay $67 customs charges! This was just for one item costing $133. More than 50% extra. Sorry Debenhams wont be ordering again! Date of experience: June 13, 2017I brought some joggers from Debenhams which were described as 100% cotton. When i got they they were shoddy quality and 57% polyester. When i contacted customer service, they really seemed as if they could care less, and did not seem to appreciate that they had breached advertising standards and just told me if i don't like it return it, without any apology for misleading advertising or the hassle it caused me, to have to go through the return process for a mistake i did not make. When i left a review on their website saying that the item was not as described and saying how unimpressed i was with their customer service, they simply deleted my review. This is how unscrupulous Debenhams are! I would advice caution to anyone wanting to buy any product or item from Debenhams. Thank you Date of experience: February 22, 2016Worst on line shopping and customer service experience ever. Ordered with next day delivery, item never arrived, couldn't contact carrier (Hermes), Debenhams couldn't be called and didn't respond to multiple emails even when court action was threatened. After nearly a month I tried to post an accurate but damming review on their site. Within 2 working hours my money was refunded and the review was never shown. So reviews on their site are censored. Not even a token voucher was offered for all the time wasted and inconvenience caused. Complained about this again and got no response for 2 weeks when I got generic email asking what the problem was. Date of experience: June 18, 2020Do not buy gift cards or allow them to refund money onto Gift cards. In my case they refunded money onto a giftcard and I did not tell me that the money had to be spent within a limited period of time. When I went to use the card they told me it had expired. The store assistant failed to inform me of this. She could have refunded me cash but did not. This is a terrible failing on their part and it feels dishonest, a measure that allows them to keep hundreds of thousands of their customers money for nothing. In my case they have kept 90 euro of my money, effectively a days work! Without my consent. I feel as if they have stolen it from me. Date of experience: August 25, 2018I am still waiting for an order placed a month ago... their customer service is closed, they don't answer emails, claiming the coronovirus is causing staff shortages, but they have plenty of staff to process payments! I thought they were trying to survive their current financial problems by strengthening their web business. I won't be purchasing from them again. Date of experience: May 23, 2020Ever since purchasing a few of their Lipsy and Warehouse brand dresses from the Debenham's store on Oxford in London a few yrs ago, I checked out their website and decided to order a few items online. Prompt, well-packaged shipment with and the parcel arrived with no customs duties fees which was great. Date of experience: January 15, 2013