DBZ-Store Reviews 463

I ordered an item for next-day delivery on 24/12/25. Unfortunately, my lift wasn’t working that day, and the driver chose not to attempt delivery to my address. The item was eventually delivered on 27/12/25, at which point I refused it and returned it to the sender.
Since then, I have been trying to obtain my refund. I was initially told by Debenhams that I would receive it by the 28th, then the 29th, and then by 31st January. It is now 11th February, and I still have not received my full refund.
I have now been informed that I must wait until 28th February for DBZ to provide Debenhams with an update. This level of delay and lack of clear resolution is extremely disappointing.
As I have kept a full record of the chat history, I will now be contacting my bank to recover the funds directly.
Very frustrating experience overall.

Very good service. Good quality t shirt.

Would like to leave zero, but do not have that option ordered a mattress through Debenhams Dbz was supposed to deliver. I’m still waiting. So pissed off can’t contact anybody haven’t had any replies to my emails so angry waste of a few hundred pounds.

If I could give -5 stars I would. Stolen my money won't refund despite me returning items. 30 emails can't talk to them absolutely disgusting business. Get your act together and return my £160 owing since November!

Ordered a wash basket from here (well debenhams deliver it they order off another company ) the wash basket arrived damaged . Hard to get hold of customer service ended up sending a email they refunded the wash basket after a while but refused to refund delivery charge as they said they actually delivered it ... even though it was faulty could not be used . Will never ever buy from debenhams again . Avoid avoid avoid

Been waiting over a month for a delivery rubbish customer service finally got the delivery and it was the wrong item still not been able to speak to someone with half a brain! Completely useless 🤬

Ordered 1 item and sent 2 despite notification of incorrect qty.
No communication from company difficult to know what to do next

Received my order but the clothes didn't fit. I contacted "Hoxton Gal" which is the brand as per the Debenhams returns portal, and received no communication for a long time. Eventually, Hoxton Gal (bearing in mind, the longer they leave it, the closer it gets to the returns deadline), they provided me with a Royal Mail returns label which I then arranged. Tracking number I have proves it was delivered back to them on 09.01.2026. It is now 27.01.2026 and there is no refund! I have returned it in time, but they have made it extremely hard for customers to return. I contacted Hoxton Gal a number of times about the refund process and they said they had completed the refund process, but yet, no refund. I asked them when was the refund issued and when will it likely get back into my account, and they are now saying, contact Debenhams for refunds. Now, Debenhams have no telephone number, they have an email address, which i have emailed numerous times. They have Facebook messenger which I don't have. This is utterly ridiculous and downright robbery!

Advice for anyone ordering from Debenhams or Hoxton Gal/DBZ - just don't bother. It's far more hassle than It's worth. Clearly they are making it as hard as possible for customers to get help, and quite frankly I am taking my business elsewhere where it will be valued and appreciated.

Enough is Enough clearly despite the continued influx of complaints regarding the absence of customer service at Debenhams it's time for further action!! If you leaving a 1 star review for this company send your complaint directly to:

BBC Rip Off Britain!

Trustpilot doesn't allow email addresses but you can get this from their BBC website page.

Or write to:
Rip Off Britain, BBC Media City, UK Salford M50 2LH.

Or Message Rip Off Britain on WhatsApp: 0330 678 1321

The more people that expose this sham of a company the quicker they will either wake up or cease trading. Their ignorance to customers knows no bounds!

Shocking service!!!! AVOID!!!!
Ordered a toddler couch and paid for express delivery.
Still waiting for the item, if it arrives at all. Emailed them but not bothered to reply.
Unfortunately I read the reviews after I ordered.
Will 100% never order from them again.
Hopefully this review helps others not to order for them.
AVOID!!!!

Non Delivery of my item.
Poor service.
You cannot contact anyone to chase.
DO NOT ORDER FROM THIS COMPANY!

This should not be sold under the Wallis umbrella.
Wallis, You are letting your loyal customers down.
Disappointing items are still is sold on your website?
Re consider.
It’s absolutely rubbish.

I sent two dresses back. I had an email to say that the one dress was now out of stock with the supplier. Nothing else. No refund, no dress. 40 quid down. Do not buy from this company

Avoid Debenhams & DBZ store. Absolute shambles of a company! Ordered a mattress & bed frame 31st Dec paid for next day delivery (2nd Jan) only the mattress arrived on the 9th. Chased everyday asking when I should expect, mainly answered by a AI bot which was no help & occasionally a human would tell me to wait longer but idea where my package was! Only just received bed frame (22nd Jan) 3 weeks after due date. Only 2 out of 3 boxes delivered! I’ve requested a refund many times for delivery & bed frame & promised but received nothing! This is a scam website! No matter how good the deal they offer, it is not worth the stress & being messed around this much! 100% avoid at all costs! I just wish I read the reviews first

Basically a fraud and scam as Debenhams. Never buy from Debehams you will regret every part of it. No returns. No customer service. No refunds. Wrong products. Broken products. Worst experience ever.
Read the Debenhams reviews.
You have been warned.

Terrible cheap crap they sell do not buy anything from them

I had the misfortune of dealing with this "company" via the Debenhams.com website, whereby I placed an order for electrical goods on 6/1/26 and which were to have been delivered on 15/1/26. The cost of the purchase was taken from my account immediately on 6/1/26. The goods never arrived. Unfortunately, I hadn't read the Trustpilot review at the time of ordering because had I done so I would never have proceeded with the order. The goods still haven't been received, yet, I have had two emails advising that they have searched for my order and it has been returned ??? and they will be making a refund !!!. Fortunately, I made the purchase using a credit card and my credit card company made a refund to me on 16/1. Trying to contact this Company is nigh impossible . There are no phone numbers, no email, no text, other than via Messenger, which is governed by a useless AI programme, at their end. How Debenhams are allowing them to trade under their 3rd party trading beggars belief. They are as complicit as DBZ by merely promoting them

I'd like to leave a zero review. Ordered two womens fleeces, absolute rubbish quality and sizing. Returned 20 days ago, still waiting for refund, will need to initiate a charge back soon!! Avoid this company.

Let me explain that, if I write a review on here, it will either be 5 stars - as they have exceeded expectations, or 1 star - because they have failed dismally. I occasionally award 2, 3 or 4 stars, mood dependant.
Debenhams - the famous department store that's disappeared from our high streets. But hey, it's now on-line, or so I thought. Wrong. Boohoo have purchased the rights to the name and are now trashing Debenhams long held reputation.
I saw a heated hoodie on facebook and followed the link to the Debenhams on line site. A battery powered hoodie (via a USB port) where, in theory, I could plug in a battery pack, put it in the pouch pocket and roam the house in warmth. The theory is good, the practice less so.
The hoodie arrived and I unpacked it and tried it on. I plugged the USB connection to my battery pack and waited. I waited some more, and even more, to no avail. The thing would not heat. Perhaps it's my battery pack - but no, that was (and still is) fully charged. So I tried it on the USB connection on the side of my settee - the lights on the hoodie switch go red, blue, green in less than a second, then nothing. When pressing the switch, in theory to move between low, medium and high heat settings I could hear the click, but no colours and no heat.
Time to contact Customer Services. The links direct you to a chatbot (did you know that chatbot is short for chat bottom - i.e. talks out of it's ar*e?). I typed in my message and got the usual "we're ever so busy at the moment" response, but to send order number, item description etc. N.B. I did this in the first message! The following day, I get a message back asking me to take photos and a video of the fault, which I did and uploaded, as they asked. Later that day, I got an automated response telling me that they are unable to view photos or videos and can I provide a description in the text WHAT, I've already done that!
At that point, I asked to speak to a "real person". That prompted the chatbot to reply "I may actually be able to assist you quicker than an agent". When I declined this offer, I received yet another "our customer services team are busier....".
On the 12th Jan, someone called Bellamy messaged and said they have contacted the "on line home shop" and will get a response from them within two working days, we will then be in touch to advise further. It's now the 20th....
Having said that - on the 14th, I received an email from DBZ marketplace informing me they were going to refund the £23.99 to my bank account. Then I immediately had a further email stating that they've returned the £23.99 for the items returned from this order.
But, I have not returned the item. I have no idea how to, as the parcel arrived with no invoice or returns address. And if I return it, I will be paying for the postage and so be out of pocket. I'll keep the hoodie until they send me a prepaid box to return it in. But I still want my £23.99 that they said they'd give me 6 days ago.

Update on 22nd Jan. I checked my bank account to find that Debenhams have refunded me £18.99. Back to the chat bottom, despite many attempts to make them understand, they kept on repeating that £23.99 has been refunded to my account. Not so. So eventually, I had the standard "we are very busy at the moment" reply and, 24 hours later, I'm still waiting for a reply - and my remaining £5.

Update on 24th Jan. My order for the hoodie also included a rather expensive bottle of Prada perfume. When I was placing the order, I was offered a £5 voucher, which naturally, I used. DMZ are now saying they are withholding the £5 as this was the "voucher". I'm reluctantly giving up on this now, as I still have the hoodie (they've not sent me any details on how to return) and, whilst it doesn't heat, it's worth £5.

Ordered a dress for Xmas day- guaranteed delivery Xmas eve. Arrived 27th December.
Returned dress on 28th December.
Now 17th January- am unable to speak to a human being... no idea where my refund is. No phone number to contact anyone. In 5 days I have only communicated with a chat bot- takes approx 2.5 hours to get a reply for each text.
Have emailed twice- completely ignored.
The worst customer service I've ever encountered. Effectively stolen £40.
Don't buy from these!!!!!!