Debenhams Beoordelingen

Never trust a company that outsources it's customer services.

Bought a few items for my girlfriend in the sale and had to return two of them.
Packaged them both up together at my work (we run a few e-commerce sites so I'm used to doing this properly every day) and sent them off by recorded post.

Received my e-mail a few days later saying that only one of the items had been processed for a refund. I enquired by e-mail as to why this was and my immediate reply was quite an aggressive denial of receipt. They even had the gall to ask me for a scanned copy of my returns receipt which based on the fact that I was only querying the order status at this point, I think is terrible.

I wrote back to the agent stating this and was contacted 3 days later by a different person asking the same questions.
It's now been 2 weeks since the return and I'm no further forwards. I sent them quite an angry e-mail yesterday morning, explaining how disgusted I am and have since had no response.

All of their customer services are clearly outsourced, using pre-written templates and mechanical answers to questions that leave a lot to the imagination. This just leads me to believe that they do not really care about dealing with my problem and are only interested in getting as much money out of me as possible.

Needless to say, I will never be shopping with them again. Not even on the high street.

Very bad service

I had bought Chanel perfume in newcastle debenham store from 24 February 2013.but I hadn't used its yet @ hadn't look inside of purchase .I just found its on 16 June 2013 that I got the wrong perfume.But I already open its @not used it yet.I phone to customer service and told them the story.Staff told me to go to store to change its.but when I go to store staff at Chanel told me I can't exchange because its already open.But when I bought its I show bottle of perfume that I want .She give me the wrong one .i through she is staff at the counter shouldn't give me the wrong one. And staff just tell me I need to check its before i paid ..and look on the name of the perfume.Make me Very very dissappoint to your staff to talk to the customer like this.Because your staff hadn't show me when I bought she just wrap its and put in bag...your staff should check its give the right one to customer. It made bad experience to me..I'm its customer with Debenham for longtime.im not gonna buy anything with your store anymore .I will go to Fenwick or Johnlewis..

Appalling Customer Service!!! Really, do not buy online from Debenhams

All seemed to go quite well with the online ordering process. However, the Returns Process is absolutely APPALLING. And believe me, I purchase a lot online and have never come across such diabolical service - as yet, nearly a month since returning the items, I have still not received a refund of nearly £82.00 for products that I did not even try on or even take out of the packaging - I am still on hold now on the phone - been holding for 11 mins and still waiting...... I have now been advised the monies are on 'their way'. 4 weeks since the items were collected and I am having to chase for the refunds. Really BAD!!!

Debenhams.com Worst customer service in my eight years of online purchasing.

Some of the review below was submitted to Debenhams own review site but was rejected. They stated the reason for this was that it was a Customer Service issue and I should contact them. It now seems that Debenhams filter good from bad feedback reports. This gives a false impression as they display the positive feedbacks on their site but reject the negative ones!
Anyway, this is my experience with Debenhams.com
I WOULD NOT RECOMMEND THIS COMPANY TO ANYBODY.

Purchasing a large Taupe Fyfield sofa from Debenhams has been the worst distance purchase I have ever made. Apart from waiting for weeks for it to finally arrive, I discovered on arrival that the colour was more brown (mocha) than on the websites image. I emailed Debenhams and was told by the manufacturer that it was "within tolerance" but my photo and the photo on the website show a distinctive colour difference. I had to pay £75.00 to have the sofa returned. I've now been waiting two weeks for the collection company to call me. Three emails and two telephone calls to be told last week that the company that does deliveries for Debenhams furniture decided to take a week off. Very professional and very caring on customer service - NOT....I then ordered a grey sample swatch and have asked 5 professional people the true colour of the so called "grey" sofa labelled "grey" on the back of the sample and then show them the colour. Everyone said it was brown - not grey.
This sofa is sitting in my lounge, I've paid for it to be collected and nothing happens.
The colour is not as described. This transaction is a nightmare.
Where are the distance selling regulations Debenhams? You have broken them.
It's now a dispute with the credit card company under Section 73 Consumer Credit Act.
Fortunately, buying by credit card has given me extra protection.

To conclude, prices may be tempting, especially their sales and promotions, but be aware, if it goes wrong, you could have to deal with extreme stress and inconvenience and even small claims court action to get your refund and it looks like that is what I am going to have to do.

Worst customer service ever!

Partner and I decided to go London for a day trip with my baby and little did I know I would receive the worst possible customer service everrrr!

Thought we'd go to the restaurant (Best customer service i seen in the restaurant, with the manager helping the customer in front of me, all polite and nice & rest of the staff in there were all smiles) to get a drink & feed the baby so whilst partner did that I went around and shopped..
Found a dress for friends wedding and walked to the tills, no hello or smile from the staff, I asked if I could use my student card and he said with attitude 'FINE' then pressed some keys on the keyboard then said 'THERE YOU GO' still with attitude! Asked me if I wanted hanger, I said no but he still put it in the bag! Then colleague turns up n asks for keys or some sort and he walks off knowing that I was standing there waiting for the receipt and my purchased item! I stood there looking confused and ended up taking the receipt OFF their machine MYSELF and took the hanger out the bag and walked back to partner, the more I thought about it the more I couldn't take it. I'm paying for a product and there I was getting attitude! Complained when manager was there and all the staff did was make excuses & funnily enough his tone changed in front of manager! Manager was a disappointment as he did nothing but stand there and look at us! NEVER EVER will I step foot into that store again in London!

Quick delivery, bargain price

Ordered two pairs of designer shoes from Debenhams on Tuesday night, both a bargain at 70% off, free delivery and arrived on Friday morning. No issues at all and love the shoes!

CUSTOMER SERVICE? NOT AT DEBENHAMS....

Have just had the most frustrating phone conversation with a supposedly senior manager at Debenhams! I placed an online order for a single quilt cover at £36 including 10% discount. I have spent over £300 on bedding from them which I purchased in store - I run a B & B. When the quilt arrived it was priced at £35 on the bag! Is it legal to sell things at an inflated price like that? I was furious and phoned to complain - was offered £1. Nothing for my time and trouble as you would expect from a decent company and no apology! I asked to speak to someone senior 3 times - no-one was available! They would ring back. I phoned again a week later - again a promised call - nothing. Phoned today to be told that "someone" had rung me on 23rd - we have an answerphone - no message and also no follow up call! What a dreadful firm. I have now been offered £5.50 in total - a joke if they are trying to keep customers happy - I will never set foot in one of their stores or buy online from them again! Disgusting service! If I trated my B & B guests like this I would be out of business...

Poor quality product and poor customer service

I bought a duvet recently, as soon as I got home and looked at it I was dismayed. The duvet had some dried red stuff spots on a few places. The lining was also loose everywhere. I took it back and asked for a refund, they told me the lining was like that on all of them, "it's how they are finished" was what I was told, well if that's how they are finished they shouldn't even bother, totally unprofessional quality, I could understand it if it was a couple of loose end strands but there's one strand that's still connected at both ends! Just poor quality.

The red stuff they passed off saying it's the manufacturing process, poor and lame excuse, what manufacturing process leaves dried red material on a duvet? They refused to give me a refund and of course have lost a customer forever, I should have just went with John Lewis, would have cost an extra £20 but at least I would have gotten better customer service!

Overall poor quality product and poor customer service.

the worst customer services ever, plus they dont tell u some brands they sell arent part of debenhams so discounts etc dont apply, misleading, unprofessional and all of the staff have such attitudes.

oh where to start? ive never bought anything online or in store of debenhams and NOT had a problem. i'm an easy going person and expect very little by way of service from stores of all kinds but yet they still shock me every time. they dont know their own rules or policies and lie and are an embarassment to their company. you go online in good faith and see lots of branded clothing etc and you buy that but any problems with it or quesitons or discounts you've been given to use in good faith, and they wont work, they say that alot of brands they sell are not part of debenhams and are concessions. this is bad selling and i'm certain its illegal to opt out of responsibility etc so i'm taking them to trading standards about so very many issues. avoid at all costs. its not worth the bother or stress you will have!

Worst Credit Card I have ever used

Truly awful, logging in online is a pain, they never managed to set up a direct debit, plus they give very low credit limits I went 20 pounds over and they charged me.

Worst online shopping experience ever!

Debenhams Germany sent me the wrong product so I wanted to return it. However, this was not possible at their cost, I had to pay the postage myself and send it to England which was even more expensive. Until today, I did not get my money back and I am waiting for almost six weeks now. I paid twice, once for the product itself and once for the shipping costs to return the product and got nothing for that except a lot of trouble and disappointment. So far, customer service seems not to be interested in solving this .. really worst shopping experience online so far in my life!

Rhona Liddle vond deze beoordeling nuttig

horrific!! do not order online!

I made an order on sat, for some trainers for work, i believe after making my order that it said i had to collect them within 4 working days, (i assumed they had them in stock at the store, this was my mistake) so off i pop on sunday to collect my shoes. I am told that it takes 7 working days to have them sent to store, and to collect my order when it came in. I asked if i could change my order so it was sent me to at my home address, he said this was only possible wiythin 30 mins of placing the order. I then tried to cancel my order online, whichyou cant do, so first thing monday morning, i call the very expensive 0844 number, only to be told they cant cancel my order, again only within 30 mins of making the order, and that i or someone else would have to go collect it. I do not have a car for another month, hence why i went sunday! i was then told to call the store and get them to send the shoes back. Even though it would take 4 working days for the shoes to get there, then 4 working days to get the shoes back, then a further 15 days to get a refund! all the while im sure its earning interest somewhere. So i ring the store, and get told that they cant do that, and to ring head office to complain. i ring head office and they say there was no one there able to deal with a complaint?!?!1 i mean come on.......its a BIG company and surely there must be more than 1 person at head office?!?! and to ring the very expensive customer service number again. so i ring them AGAIN and get told that i signed a contract with the store, and that i have to go pick them up, and they cant get the store to return them, because if they were lost or damaged when the store returned them, then i would be liable and have to pay for that and the shoes!!!! even though im 50 miles away and would never have come into contact with them, how can this even be legal? Under the office of fair trading website it says you have up to 7 days to cancel any order made online. (under the 1986 sale of goods act) so i was given an email addreess, and i wrote a very angry email, to which i have had no reply, so i thought whats next. I went on facebook and wrote basically what i have said here, on their page. Within 5 mins of writing that i discouraged anyone from using their online site, they replied saying to email them again, but at a different address. I did so, during that time i actually got a phone call from the store apologising and saying when the shoes finally made there way into store they would ring me up and give me a full refund. I finally got an email back saying the reason they only let you cancel orders 30 within 30 mins is to help reduce fraud (which to be fair i understand) but also to protect personal data?!?!!? now this scares me! what on earth has it got to do with protecting MY personal data? does this mean my email address? my home address? my credit cards etc are vulnerable to being given out? this makes no sense to me at all! they assure me that the order can be cancelled, but only when the item is in store, (which is strange as its not even been dispatched yet and has cost them no money! but its come out of my bank less than 24 hrs after the order being placed!) i cannot believe how rude the staff were too at customer services, basically saying it was my fault. when all i wanted to do was cancel my order. PLUS i am a gold card member. i will never shop there again. If you have any problems, dont bother with customer services, just go onto their facebook page, and write a long post!

good luck to all xx

Rhona Liddle vond deze beoordeling nuttig

Easy purchase and at a good price.

Always have a browse when they have a sale on. Delivery is quick and never goes on the missing list!
The only problem I sometimes have is when they say item is in stock but then email says it isn't. Upgrade your inventory software Debenhams!

No bad experience till date

Ordered loads of stuff to home via Debenhams website and everything seems to be fine. Packaging is also good for fragile items and normal items as well. Will continue to use their services in future. Most importantly, they have great discounts and competitive prices from other high street department stores...

Debenhams Rip Off Gift Cards a poisoned Chalice !

Please please take advice and do not purchase Debenhams Gift cards there are a waste of your hard earned cash. If you buy on line you can only buy if you have value on card or above so then you are usually left with a paltry sum of money that you can't do anything with.If you only have a small store near they have never got what you want so you have to order on line and pay up front but you have two gift cards which cover the amount .....can you amalgamate the cards ? No !
Remember your loved ones have paid hard earned money for these cards so surely they are worth something> So if you can't find item in store you've had it I'm afraid.
Why can't they operate like M and S and other stores where you can top up with your credit card so you can get rid of those wasted odd sums still on gift card?
How much money is just lying in Debenhams coffers just through gift card purchase.
Do not buy them just hand over the money this birthday or Christmas.

Poor Customer Service & Poor Quality Goods

Bought a duvet cover from Debenhams, looked gorgeous but in no time at all, was plucked. Seems that finger nails, my husband's rough skin etc etc can't be rubbed against the duvet as there's an instant pluck and a run in the fabric. Their customer service from start to finish has been inferior and not customer friendly at all. Stunned to see their very low score on Trustpilot and all without their feedback/attempt at trying to resolve their customers' issues. I reviewed the product on their site but my comments were rejected - too truthful for them no doubt. I've bought lots of things from Debenhams in the past but I'll certainly think twice in future and give the smaller retailers my cash from now on - maybe they care about their customers. I'll also mention my negative thoughts on them whenever appropriate.

debenhams service below standard

been shopping in many places in the world. never i met store staff as rude as one in debenhams at bond street in the bikini section, today on 12 may afternoon after fitting I put back the unwanted clothes to the basket, but wait, the staff literally asked me rudely to hang it nicely back on its hanger. i was confused like, r u being serious? is this really the store's policy?? and her answer was "no but i asked if u could help me" . wtf?? she didnt even ask it nicely.

Poor Customer Service

Ordered a product online with no store near-by, the product then became faulty after 5 months, I used my order number to view the order online and it had an option to return and book a courier, I did this and no courier came, so I booked another day and no courier came. I rang up and they said that service is only for the first 28 days and go to a store. I told them I had no stores near by and there system gave me the impression the courier was coming. At no point did they admit there website was in the wrong, letting you book a collection after 28 days. Really Really bad service but in the end after insisting I was right, they refunded me.

Verging on criminal

Tempted yet again by Debenhams "too good to be true" reductions & despite them failing to fulfill previous orders, I ordered some Joseph Joseph cookware. Yet again the delivery didn't materialise, yet again Debenhams say that they are now out of stock & will issue a refund - after holding on to my payment for up to 14 days. How much are they making in interest on all this customer cash they hold on to for two weeks at a time? Is it legal for them to do this? Is Debenhams just an elaborate money laundering scheme? When I tried to insist they supply my goods, I was told "Debenhams are too big to worry about one small order". This was the final straw - I now boycott their fraudulent store and unspeakably rude staff.

VERY POOR CUSTOMER SERVICE WEB ORDERS NEVER ARRIVE,AVOID SEE BELOW REVIEWS

HI ORDERED ITEMS IN ONE ORDER 5 ITEMS DESPITE GOING INTO STORE AFTER RECEIVING EMAIL TO SAY TO COLLECT ON TWO ITEMS ARRIVED,RUDE STAFF INSTORE AND ONLINE HELP UNBELIEVABLE POOR,LIKE TRYING TO CONTACT INDIA,IN SHORT CLOSE YOUR ONLINE ACCOUNT.DONT BOTHER WITH DEBENHAMS MUCH FAR SUPERIOR CUSTOMER SERVICE ON THE HIGH STREET

Will never use again

I bought a dining room table and chairs set online that was deilivered at the beginning of January. 2 of the the chairs were damaged which was agreed by the delivery company and Debenhams promised to replace. They've ignored virtually all my e-mails and have fobbed me off with 3 broken promises for new delivery when I've called and have actually been able to speak to them. We're almost in May, still no sign of the replacement chairs and the range has now been taken off their web site. Debenhams furniture department are a complete waste of space, I've never received such bad customer service as this and hope to never again. I thought they were a reputable company but I will not buy from them again. Debenhams Southampton watch out - the furniture department at your head office is so rubbish that their tatty furniture will be heading in your direction along with an unhappy customer demanding a refund.

No Trouble At All

Used the website a few times now and never had any bother. Just ordered a quite fragile clock that was delivered quickly and packaged superbly well.

Laughable customer service

Ordered a rug on 8th Mar. Status kept showing as "order created". Phoned customer services beginning of April and told supplier had cancelled the order.
Offered a refund which I still haven't received.
Called again to find out why supplier cancelled and Debenhams told me they had made an error and they did not deliver to my postcode. I asked why my postcode was included on the list and they said it was an oversight.
Called again a few days later as it still stated they could deliver to my postcode on their website - was informed that the supplier can deliver after all, but if I want my rug, I would need to reorder because my refund had been processed! I obviously declined.

Same order included a sofa bed. Told would be delivered 23rd - no sofa. Rang at 5pm and told that the supplier couldn't deliver and the sofa had been passed to a new supplier who I had to ring for a date for delivery.
New supplier said it will definitely be delivered on 24th April - 4pm still no sofa. Rang new supplier and they said they had no room on the van and I would get it the next day. I then got another call to say actually, they will deliver today, definitely by 6pm.
It did not arrive.
STILL NO SOFA!!!!!!

Absolutely appalling customer services and no negative reviews can be posted on their site. They deem anything negative " a customer service issue" which somewhat negates the point of having product reviews.

Poor, Poor, Poor

Where to start, first off I couldn't order on their website, there was an error. So I went to nearest store 15 miles away. No stock so they tried to order online but couldn't, give the store staff their due they did manage to order via another system.
Debenhams use Hermes for deliveries, who are nearly as bad as HDNL, the status of my order is still as dispatched. So I called Debenhams, "Can you please tell me where my delivery is?", Debenhams: "Yes it was delivered Wednesday 17th.", Me:"I'm affraid it wasn't as there was no one home.", Debenhams:"I'll just check, yes it was left in a secure location, maybe check your wheelie bin".
There was no note and it's not in the wheelie bin, so I contacted them again, this time I was told it was in a bush. How is that ever secure?

"We will refund you as the item is currently out of stock", ok how long will that take, "It takes 4 weeks sir".

The company is a joke, they said that they would contact Hermes and see where the package was left, but they will be told it was left in the bush, so they won't bother.

hopeless and misleading website/ online delivery service

I saw a beanbag which I wanted and the site said it was in stock, so I went ahead and ordered it. After the initial email confirming I'd made an order, I heard nothing, so after a week, I tried to track where it was in the delivery system. There was no information so I contacted one of their online sales advisors via the website. She was incredibly helpful - I can't fault her at all - but when she looked into it, it turned out that although the website listed the item 'in stock', delivery could take up to 112 days as the item needed to be made to order. This was extremely annoying. i've cancelled the order and been promised a refund within 7 days. If it doesn't turn up within that time frame, I will re review this store and give them 1 star instead!! I would be very wary of online shopping with them again as their database systems don't seem to be able to cope with e-commerce.

Cannot believe this company is still trading...outstandingly poor customer service!

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.

Wish there was a minus star rating from Debenhams because that is what they've earned!

I made the mistake of ordering an orthopaedic type double mattress from Debenhams. They acknowledged my order on 8.3.13 and a mattress was finally delivered on 3.4.13. The problem was that it was a super king size instead of a double. It was a pocket spring consigned to my disabled daughter's small flat and so huge that it would only fit into the hallway and not even through the bedroom door. She said to the delivery person at the time that it looked awfully large for a double. Her carers had to wedge it further up the hall to give her access to and from the bedroom. Despite being told it was a fire hazard Customer Services refused to deal with any of my family except me, as the bill payer, but I was out of the country. On return I spent 3 solid days on the 'phone to exchange the Super King Size for a Double mattress. Eventually I was told it was my fault as I'd ordered the wrong mattress despite the price being that of a Double and not a Super. Even on the order confirmation, there was no mention of the size mattress they were sending and that would have been my chance of rectifying any mistakes before going ahead and arranging delivery. Customer services initially admitted their website did not give the required size information but this has since been altered! We are not talking peanuts here, I paid out £615. The current situation is that I am forced to pay a further £78 for collection and they have agreed a refund but looking some of customer experiences on this website Lord knows if and when that will materialise. I have pointed out that no thinking person would knowingly order something that was more expensive than it might have been and not fit for purpose but Debenhams don't do logic. I have written a complaint to the Chairman about Debenhams uncaring, customer blaming practices and their inability to accurately describe their products or rectify mistakes. Furthermore when I examined Amazon today, they have the same product, clearly described at half the price and clear delivery arrangements! Caveat emptor as far as Debenhams is concerned. I can't see this company surviving for much longer.

Indifference

I reviewed a coat on debenhams website recently. My review was of a recent purchase. i did not offer praise for the quality or value from money of the coat and i received an email informing me my review was not accepted. the coat cost something like £60 in a sale. Within two wears the pocket linings had big holes in them! I would have expected better of a £10 jacket off a market stall. in an ideal world I would have returned the coat, but work and life rush you along and I did not get the coat back to the store. i was surprised that debenhams simply rejected my factual review of their poor quality coat outright. To reject it they must have read it. no apology or interest in the poor quality item i had from them.. this got me thinking about debenhams generally. They take custom for granted is my overall impression.

Half my order is lost and sent on a wild goose chase

Don't waste your time with Collect from Store. I was waiting weeks for an email saying ready for collection - no joy. Rang customer service. They said they didn't know what happened and to call into the store. The store said its not their fault and to ring customer service. Customer service said to ring back in 4 hours and i could get a refund. What a waste of time!! Thats an hour of my life i'll never get back...

NEVER PURCHASE ANYTHING ONLINE

I MADE AN ORDER WITH A DELIVERY ADDRESS DIFFERENT TO MY BILLING ADDRESS ON FRIDAY 28TH MARCH 2013. HOWEVER FOR WHATEVER REASON THE SYSTEM FAILED TO ACCEPT THE NEW DELIVERY ADDRESS ANDW WHEN I SAW THE SUMMARY PAGE AND FOUND THE ERROR I IMMEDIATELY TRIED TO FIND OUT HOW TO AMEND OR CANCEL THE ORDER. I THEN REALISED THAT THE ONLY WAY TO DO IT WAS NOT ONLINE BUT I HAD TO PHONE DEBENHAMS CUSTOMER SERVICES ON 0844 800 8877. WHEN I RANG AT BETWEEN 8PM TO 9PM WITHIN THE 30 MINUTES OF MAKING THE ORDER, THE DEBENHAMS MESSAGE WAS THAT THEY WERE CLOSED. ACCORDING TO THE WEBSITE YOU WERE OPEN TILL 11PM! I WAS NOT ABLE TO DO ANYTHING UNTIL THE NEXT MORNING SO ON SATURDAY 30TH MARCH 2013 I PHONED YOUR CUSTOMER SERVICES NUMBER AND SPOKE TO A MEMBER OF STAFF CALLED MAX WHO TOLD ME THAT HE COULD NOT DO ANYTHING AS THE SYSTEM DID NOT ALLOW HIM TO MAKE CHANGES OR CANCEL THE ORDER! I HAD TO CALL HIM AGAIN AT 9:30AM HOWEVER I SPOKE TO ANOTHER MEMBER OF STAFF CALLED ELIZABETH WHO TOLD ME THE SAME THAT THEY COULD NOT DO ANYTHING AT ALL. LATER MAX LEFT A MESSAGE ON MY VOICE MAIL TO CONTACT DEBENHAMS ON TUESDAY 2ND APRIL 2013 AS THEY COULD NOT DO ANYTHING UNTIL THAT DAY!!!!!

IT IS NOT MY FAULT THAT YOUR SYSTEM FAILED TO AMEND THE DELIVERY ADDRESS BUT IF IT WAS ME WHO MADE A MISTAKE, IT IS NOT MY FAULT THAT I WAS NOT ABLE TO CANCEL MY ORDER BECAUSE YOUR OFFICES WERE CLOSED. THE WEBSITE SAYS THAT THE OFFICE WAS OPEN TILL 11PM. YOUR WEBSITE DOES NOT INDICATE THE WORKING HOURS ON PUBLIC HOLIDAYS!

CAN I HAVE MY MONEY REFUNDED? I CANNOT UNDERSTAND. YOU SAY YOU CAN CANCEL AN ORDER ONLY 30 MINUTES AFTERWARDS HOWEVER YOUR CUSTOMER SERVICES OFFICE IS CLOSED SO I WAS NOT ABLE TO DO IT. I ALSO WROTE TO YOU WITHIN THE 30 MINUTES. I WAS NOT ALLOWEDTO CANCEL ONLINE.

I AM VERY UPSET. I HAVE RECEIVED REPLIES FROM YOUR CUSTOMER SERVICES SAYING THAT THEY CANNOT DO ANYTHING AND THAT I WILL NOT RECEIVE A REFUND UNTIL I RETURN THE ORDERED ITEMS. HOWEVER I AM IN WALES WHILE MY HUSBAND IS RECOVERING FROM A BACK OPERATION AT THE VALE HOSPITAL IN HENSOL WALES AND WE ARE NOT GOING BACK TO TELFORD. WE ARE CURRENTLY WORKING OVERSEAS. OUR HOUSE HAS BEEN RENTED OUT. DUE TO THIS DELIVERY PROBLEMS I HAD TO CONTACT MY LETTING AGENCY AND A NEIGHBOUR TO MAKE SURE THAT THEY HAD WARNED THE TENANT (WHO APPARENTLY IS NOT IN) ABOUT THE DELIVERY OF ITEMS ADDRESSED TO ME. I DO NOT KNOW IF THE TENANT WILL BE KIND ENOUGH TO DO SOMETHING WITH THEM. THIS SITUATION HAS EXACERBATED MY STRESS LEVELS.

I WOULD LIKE YOU TO CONTACT ME BY EMAIL (MY MOBILE IS 07714101427 HOWEVER MOBILE SIGNALS ARE NOT VERY GOOD HERE) AND LET ME KNOW HOW YOU CAN SORT OUT THE ABOVE-MENTIONED MATTER. I DID CONTACT DEBENHAMS WITHIN THE 30 MINUTE-WINDOW YOU REQUEST CUSTOMERS TO DO WHEN CANCELLING ORDER BUT YOUR OFFICES WERE CLOSED! I WOULD LIKE TO HAVE MY MONEY REFUNDED: £75.60 AS SOON AS POSSIBLE. I HAVE SPENT LOTS OF TIME AND MONEY CALLING YOUR CUSTOMER SERVICES BY SKYPE, AND THEY WERE NOT ABLE TO DO ANYTHING BECAUSE THEIR SYSTEM DOES NOT ALLOW THEM TO DO ANYTHING!

NEVER SHOPPING AGAIN THERE!

I ordered a dress online from them as our local Debenhams is 60+ miles away. It has arrived with the security tag still in it. So I contacted them and my only options are to nip it back to our local Debenhams for the tag to be removed or to return it to them for a full refund!! They will not let me return the item to them to take the tag out and send it back to me. How can a company that big not have that facility. I don't want a full refund and I cannot just nip the dress back!! They are sarcastic and rude and I hope I never deal with them again.

RUBBISH AND RUDE !

I WAS LOOKING ON DEBENHAMS WEBSITE YESTERDAY ,SOME GREAT LAND END ITEMS AT SILLY PRICES , THOUGHT THEY MAY BE GETTING RID OF THAT RANGE , PLACED A COUPLE OF ORDERS , ORDERS ACCEPTED , PAYMENT MADE , ONLY TO GET AN E MAIL A FEW HOURS LATER TO SAY , THAT ORDERS CANCELLED . NO MORE EXPLANATION , RANG CUSTOMER SERVICES , ONLY TO BE TOLD THAT THE PRICES WERE INCORRECT AND THAT THE ORDERS WOULDNT BE FULFILLED BECAUSE OF THAT , WHAT! 3,000 LANDS END ITEMS ALL HAD THE WRONG PRICE ON WEBSITE!. HE ALSO SAID THAT YOU WOULDNT PAY THAT LITTLE FOR ITEMS IN OXFAM RATHER RUDELY. THESE ITEMS WHERE BEING ADVERTISED FOR 6 HOURS . I WONT BE BUYING ANYTHING FROM YOU AGAIN , DEBENHAMS

Lousy Customer Service

Had a problem with website and processing an order. Customer Services are patronising and they clearly have no idea of what and how their own website works. Debenhams should be ashamed of their poor Customer Services.

Sara Calle Skinner vond deze beoordeling nuttig

Slow returns/refunds

Take upto 6 weeks to process returns/refunds, you email they never get back to you, you phone & they say will look into that for you & call you back they never do! If you send 2/3 things back together they refund 1 & say they haven't had the other. The best way to get a quick refund is to take the item back to store.

John vond deze beoordeling nuttig

Very poor service and never received my fridge!!

Bought it last week and said would be delivery today so took a day off. Driver called in the morning but nothing come through. Tried to call customer service, said the item been returned and payment will refund due to the person at the address said they never bought this. THEY SENT TO THE WRONG ADDRESS!!! They asked me to reorder it again online and disagreed ask the driver come back!!! Refund will need at least 5working days and item sold out !!!!!!!!!!!

Bought £60 ring for Mums Birthday stone fell out after 3 hours !!

I bought my Mum a ring for her Birthday it cost £60 and within a few hours a stone had fallen out, I took it back to debenhams with all packaging and a receipt, and all they would offer me was a gift card. I wrote to their head office, and still the same answer.
VERY poor service and very poor quality ring.

flowers before valentines day and without choclates that I ordered???

I decided to surprise my girlfriend on valentines day with a dozen red roses and a box of cholcolates from debenhams. She was away at her parents so was not expecting them but she called me on the 13th FEB to thank me for them?? Who delievers flowers the day before valentines day?? Not only that, there was no sign of the chocolates either. When I called to complain I was on hold for around 15 mins and when I did get to speak to someone I was told I had to put my complaint in writing in an e mai,l so I did. More than a week went by and I heard nothing so called them again. This time a lady promised to sort out a full refund and send a complimentry bouquet of flowers which arrived the next day. Well that was a week ago and still no sign of my refund. Utter COWBOYS. I expected much better from a company like this.

They won't let me pay them ...

A week ago I logged onto the DEBENHAMS website to pay online as I have done for many years. But no, after entering my account number and password, Debenhams would not let me go any further. Thought the website must be down after many more attempts so left it until the next day. Same again, and again several days later so ended up phoning and paying telephonically! A few days later I thought I'd look up my account online to make sure payment had gone through - but to no avail.
This morning after many phone calls to Debenhams and Santander I have discovered why it will not now ( though did previously) accept my online payments is that 'Santander do not accept Google Chrome' and that if I try on Internet Explorer I can log onto my account and make payments. Tried it and it works. Days and days of frustration, not to say telephone charges and left wondering why Debenhams (or any of their customer assistants) do not make me aware of this. Just thought I would share this with you in case you are having similar problems.

Terrible, awful, shocking.

Terrible, awful, shocking, absolutely no delivery or service of any kind.
And I thought the name Debenhams stood for something, silly me.
I used them for flowers ordered on line, and paid for weeks in advance.
On the day no flowers arrived, so I emailed them 3 times over 48 hrs and received no answer.
Then I tried calling their "service" line and after being on hold for 6 mins realised that it was an 0845 number and that I was being charged for this too !!

I still have no answers from them and are contacting my credit card company to get a refund.

Helen Thomas vond deze beoordeling nuttig

Absolutely terrible customer service for weddings

As with the review below we have also being stung by the website "improvements" that Debenhams are currently completing. We have sent invitations out to guests who are expecting to be able to buy gifts 12 weeks prior to the wedding and Debenhams have now told us that the list will only be available 6 weeks before the wedding! This is irrespective of the fact that Debenhams own wedding cards actually say the lists will be available 12 weeks prior to the wedding date and their staff encourage you to complete the list on this time scale.

Their customer services actually admit they know absolutely nothing and are not kept informed, managers refuse to call to discuss your issues with you and as a whole a phone call to them is about as useful as a chocolate fireguard, and far more infuriating!

Very, very disappointed with this experience and even though myself and fiance are now stuck with Debenhams for the wedding gifts, i will not only not buy anything from debenhams ever again but will also make sure that anyone who asks about the wedding service gets a fair review of it - ABSOLUTELY AWFUL.

Helen Thomas vond deze beoordeling nuttig