Debenhams Reviews 

Refund process is very poor, slow and communication awful. Will not order from them again.

If I could leave no stars I would.
Refund …. Still waiting after one month. Should have reviews before ordering.
About to seek legal advice on their return policy. Do not order from them.

So far this is info from texts to so. ….
“ I can provide general information about the refund process timeframes: Refunds typically take up to 5 working days for card payments and up to 24 hours for "Buy now Pay Later" and PayPal once the refund has been processed. However, I do not have access to detailed internal stage-by-stage processing times beyond this. If you have specific concerns about your refund status, please let me know, and I can assist with that. ”

Really disappointed with the returns process. What’s not clear is that each order can come from a different supplier so you end up with lots of different parcels and then lots of different return processes. Not a good service at all, will not be using Debenhams again.

Awful customer service.

I paid for a pair of shoes on Klarna and the size was too small so I requested a refund.

They never sent a return label and had to ask them several times for it for them to gaslight me saying I should have it. I eventually sent the shoes back to the supplier because it was my only option.

After I told them this the return label magically was sent. I requested a refund through Klarna to which they didn't respond to on their end so it was denied.

My last payment went out this month of October (I bought them in July) so I'm paying for shoes I don't even possess. I read that they usually send a gift card - never received one.
I tried emailing them again twice asking about this gift card - never got a response.

I've had to email the CEO himself to ask about this. We'll see if anything comes from it.

Moral of the story - do not buy anything if you don't know whether it will fit. Don't buy from in general.

Returned item 16th September, 18th September correspondence stating it had been received and refund will be processed.
Now 7th October ,still no refund!
Refund Service awful. Will not be ordering again from Debenhams

This is to hopefully help others. I have also experienced awful customer service with Debenhams. I order a variety of dresses for a wedding in August. Everything arrived ok but once I chose one and returned the others there’s when the problems began.
I had 7 weeks of frustration with their customer service which is totally unfit for purpose. No one you can speak directly to no follow up so you have to contact them continually. No continuity because you get a different name every time. You initially ask a question it raise an issue in my case “where’s my refund” you then get AI after waiting 1-2 days. They can’t help and you just get hope long a refund takes etc. You ask to be out through to a human and then get sent a message saying they are busier than usual (I am not surprised), 2 days later you have to describe everything again and they either don’t understand or send you the same message about how long a refund takes etc. i even got 2 emails saying my refunds were on their way but nothing arrived. There’s no two way conversation back and forth and you eventually have to start the whole process again with AI waiting for days and no one tells you anything new. Honestly it drives up to despair.
Eventually I approached Paypal complaints. 7 weeks later they found in my favour. This Dorothy won’twork for everyone because straightforward non payment of refunds isn’t covered under their buyer protection scheme. They only took the case because I have been a long standing customer.
The other problem I had was with all the packages I had to return I sent a parcel meant for Boohoo back to Debenhams by mistake. You can imagine trying to get them to understand this was a nightmare and I had almost given up on ever seeing them again. After 7 weeks of telling different people what happened they want proof of delivery and I thought I was getting somewhere but no back to AI who can’t read images or links so again waiting and waiting. As a last resort I contacted Resolver who contacted Debenhams on my behalf. Within 24hrs Debenhams head miraculously found the dresses and refunded me. I don’t know if this will help anyone but if you don’t get anywhere within 14 days after they’ve received your return I would save yourself a lot of stress and frustration and approach Resolver directly.

Very disappointed with Debenhams. I returned an item costing £53. I had an email on 17th September advising refund has been processed but we're now at 30th and still no sign of my refund. Annoying and frustrating having to continually check my bank account only to find it's still not there. No phone number so emailed twice. I really
need this money back! Will contact Trading Standards if i don't receive it within next few days. Will never order from them again.

Do not order anything from Debenhams is my advice, their customer service is the worst I have ever encountered. Only AI and the occasional email, noone to speak to. It just isn't worth the hassle. Still waiting for a refund for a faulty order.

I placed order on 15 th September 2025
It is now twelve days and still not received it.
Please can someone tell me what I can do to find out where my order is.
Thank you.
C Hughes
Since writing this review I have now received my order.
Debenhams have gone to the trouble of locating the package . The order had been delivered and it was out of my site and now I have found it. Thank you for your efforts Debenhams for your help.

Very bad experience! Avoid Debenhams at all cost. Spent over £2000 on different items. Some arrived damaged some were not delivered at all. There is no customer service number. Emails are not answered!!! I don’t know what to do!

This is my 2nd review for Debenhams and really my fault for purchasing from them again 😡.
I returned an item they received it 25 th of this month I’ve chased the refund twice but keep getting the same response my refund is going thru the system ! It’s now 15 days . 20 since I returned the item .
Absolutely terrible company , used to use all the time when it was a retail store never had any complaints just good service .
They don’t seem to care about anything apart from selling as many ‘discounted ‘ items as possible . Delivery is terrible and customer service is even worse . What company doesn’t have a contact number for a start and when you contact on What’s App get the same reply each time 😡.
Good store gone downhill won’t use anymore

I’ve always shopped in Debenhams. Not anymore
Ordered something but needed to send back, didn’t realise it has to go back to a different campany.so used Klarna & because they’ve heard having nothing back from Debenhams. I’ve got to pay.. I have a post office tracking number but because it’s been a few months no one can now find the number.The company Braforme where it went back to are no help,it’s all a big mess. Don’t buy from Debenhams 😡

Very very poor customer service and refund policy. They say one thing but DO NOT REFUND. I bought a down duvet and wanted to return immediately on opening. It was too heavy for me to handle. I started their refund process by filling the form, They are now saying I am not entitled as it was unpacked. Their packing is very poor. You have to use a pair of scissors to open it.without taking it out how do you see it?
In the Debenhams return policy they say Customer has to pay £1.99 towards return and can pack it in a different bag. First purposely they delay answering and then they say they will not allow. Where do I go from here? Any one any suggestion please?

DON'T BELIEVE ORIGINAL PRICES
AND SALE PRICE
YOU CAN GET SAME PRODUCT
WHICH AS NEVET BEEN IN SALE FROM OTHER VENDER

Living and Home
11L Kitchen Hanging Waste Bin Dustbin Flip-top Trash Can Punch-free with Lid

We purchased your tiered plant stand on the 19th, for £102. Down from £275. Only to find that three days later. It has dropped again, to £81. Now it's back at £102.
We have more items in our basket. Is the same going to happen.
Debenhams answer.
Prices are constantly fluctuating.
So basically, it's a lucky dip.

J Brownlie

DEBENHAMS WHY DO YOU ALLOW DISHONEST THIRD-PARTY SELLERS ON YOUR PLATFORM? DEBENHAMS WHY DON'T YOU GIVE REFUNDS FOR ITEMS NOT RECEIVED OVER 30 DAYS AFTER ORDERING? IS DEBENHAMS IN FINANCIAL TROUBLE?

Good website, I like the prices although my thing is delivery was a little longer than I would have liked but i suppose i can't complain too much as my shoes where 50% discount