DBZ-Store Reviews 463

I had one of the worst customer service experiences with this company. After receiving my order, I needed to return it, but they never responded to any of my emails. There is no phone number to call, no proper support, and absolutely no real way to reach them.
For weeks, I tried to contact them and explain that Debenhams told me the return needed to go through the manufacturer. I waited for a reply that never came. They didn’t give me any instructions, didn’t confirm anything, and completely ignored every message I sent.
After finally managing to return the package through Debenhams, I was told my refund would be handled, but now it has been over 60 days, and I still have not received a single update or refund from the manufacturer.
This level of unresponsiveness is unacceptable. A company that sells products should at least provide basic customer support and a clear process for returns. My experience has been extremely frustrating, and I would not recommend dealing with this company at all. Im in touch with them since 1st Jan, and now its 2nd April 26. And no response, no, refund.

Do not buy from this site I’ve had to get a third party involved to get my refund and they have only refunded me a fraction of the price coming out with some jargon they try to tell you for the reason why obviously a cowboy company

I have been charged 3 times for 1 item.
The correspondence via email is nonsensical and maddening.
A promised refund has not happened.
The product received was poorly designed.

I feel aggrieved giving 1 star. Ordered a product for scarification of my lawn. Handle is far too short. Came the next day after ordering. But return labels no order number, not even an email confirmation where and how you contact them. Tried there chat bot rubbish and the only order number I had was the PayPal payment receipt number. Tried to put a case in with PayPal and got no where. Be aware do not order off these clowns. Since researched it is part of the boo hoo group. Enough said.

I can only judge them on my experience.
I ordered a cast iron Dutch oven for bread, it was on sale so cheap.
Turned up today, well packaged.
Obviously I can't comment on returns but for me it was all good

Absolutely appalling customer service. 1 item not delivered at all and no refund or communication 6 weeks on. 2 items returned and I am yet to receive any refund from 6 weeks ago.

Do not use …..
Appalling delivery service, waited weeks past the delivery date … no customer service, no tracking, ai telling me of deliveries that never came over and over. Dispute with paypal finally resulted in delivery at 5am!! Shoddy cheap and uncomfortable sofa ….

Shocking service. Trying to get sense out of customer service to return items they took payment for and delivered in error is like trying to herd pigeons
Next stop court action 🤬

Returned an item as wrong colour, which they received 2 days later. Gave them proof of this. Still no refund after a month. Customer services appalling. Finally raised it with PayPal but only received part payment. I am left £11 out of pocket. Wish I had donated item to charity instead of this. Would never use this site again. A scam?

Absolutely awful service, which I’m still battling with to return the chairs I purchased. I thought I was buying from Debenhams but it is a subsidiary company called modernhomestore, which I can’t even find online. I waited in all day today for the chairs to be picked up to take back and no show!!! Quality of chairs are not good. I have an email address with a person responding but I feel it’s falling on deaf ears! Absolutely shocking as no phone number to call! Will never buy from Debenhams online again. DO NOT ORDER FROM THEM.

The worst online store I've had the misfortune of purchasing from. It took six days to even acknowledge my purchase. They only posted my items after I emailed them, When my items finally arrived, two of three items i ordered were incorrect. I will never order anything from DBZ marketplace or thier parent company Debenhams ever again. Don't waste your money or time dealing with these clowns.

Received a delivery date.
1 item arrived. The main item did not. £390. Now paypal and Lloyds are involved so they are in the battle for refund.
DBZ YOU CANNOT CONTACT THEM. DO NOT DEAL WITH THIS COMPANY. SHIULD NOT BE ALLOWED TO HAVE NO CONTACT

I bought some boots from Clarks and that I thought was via Debenhams, turns out it was DBZ. When I tried to return them I could not find the Debenhams receipts and then realised it was DBZ. On the return it stated that it did not recognise the reference number even though I copied and pasted it several times. I messaged customer service and they gave me the reference number (the same as the one I was using) and surprise, it said it was not recognised. Then when I finally managed tried and it worked. It then told me that it was still out for delivery in the ordering process. Money had been taken. So I was unable to return it as on the system it was telling me that it had not been delivered. After several very delayed communications from them, giving me the same reference number to try, even though I had sent screen shots showing that the delivery status was incorrect. They finally wrote to me and told me that the refund timing was out of return period. And are now not answering any emails from me at all. I had initially tried to get a refund after 2 weeks of purchasing. I will be taking it further and will keep you posted. DO NOT BUY THROUGH DBZ AND CHECK WHO YOU ARE ACTUALLY PURCHASING THROUGH.

Not recommended, delivery issue , no answer

The occasion dress I ordered was described as satin but was actually some other cheap and flimsy material. I returned it within 2 hours of receiving it but my refund did not arrive for another 26 days.
A further issue is some kind of delivery protection insurance which was added stealthily as I did not notice it until after I had checked out. It was £6.49 but was not refunded as part of my order,

I order kettle bells was meant arrive on 21stfeb , yet still waiting all i want now is refund and never use them again.

My advice is stay away.

I bought a top from Boohoo whi h didn't fit. On trying to return it I was directed to the DBZ email address which keeps bouncing back. Impossible to get hold of this company for a refund so I am reaching out to the ombudsman for help now.

I truly wish I'd looked at the reviews before purchasing from the well known brand 'Debenhams' - except its not actually them! They are using 3rd party companies to sell their products under the Debenhams name.

Ordered item on Friday, delivered on Saturday and then returned on the Sunday. Was impressed with the fast delivery but disappointed in the quality of the shoes. Easy process for returning, so was expecting the same ease with my refund.

3 weeks later, I still haven't received any notice that my return/refund is being processed. I have tried numerous times to email them but they keep bouncing back. You cannot call them and the chat is a BOT.

My silver lining was that I'd paid via PayPal. They asked for proof of order/return etc and dealt with my refund immediately. No hassle, just needed evidence, then gave me my money back.

It seems that the main issue is when you are returning anything to these scammers, it looks like an easy process, but after reading the hundreds of negative reviews from customers who still haven't received their refunds, proves otherwise. It's disgusting that they are able to legally trade this way.....

If, after reading these reviews, you are still thinking of ordering from Debenhams, be absolutely sure you are going to be happy with the product and would be keeping it. Its a total nightmare to return.

I will never use Debenhams website ever again , i have had to chase a refund speaking to silly bot communications going round and round in circles ,
eventually i managed to get a human to sort out my issue . I have still not had my refund even though an email was sent to say it has been processed
AVOID AVOID AVOID DO NOT ORDER FROM THIS COMPANY THEY ARE NOT THE DEBENHAMS WE KNEW !!!!!!!!

I’m trying to return two pairs of trousers which are far to long and they will not allow me to, they offered me £6 to keep them ?

Thank you for reaching out to us about the sizing issue with your recent purchase.

We understand that the fit isn’t perfect, and we’d like to offer a few solutions to make it right:

If you’d be open to keeping the item, we’d love to offer you ___4GBP___ as a thank-you for your understanding.

Gift or Resell Option: If the size doesn’t work for you, perhaps it could be a great gift for a friend or family member? Alternatively, due to high demand, many customers find success reselling it in like-new condition.

We sincerely apologize for any inconvenience and appreciate your flexibility. Please let us know how we can assist further!

Yours sincerely,
Customer Service Team