Debenhams Reviews 

Shocking service.cant get to speak to anyone.eventually got on to a bot service and wanted me to pay £1 to skip queue.my hand bag was returned.and have proof of sending back the company I got it from said contact debenhams.they do not answer emails now took compliant to my bank don't order from them watch dog the TV show today did a article on Debenhams today

I wish I’d read these reviews before I ordered from Debenhams. I bought a rise and recline chair for my husband who has recently had a stroke. Within a few days the chair was broken- one arm practically fell off. I have bought a new chair elsewhere but am trying to get the broken chair collected and a refund. I am literally going round in circles with bots repeating themselves and automated e mails as replies. I’ve opened a case with Resolver so see how that goes. I would not recommend anyone to buy from this company- it is not the Debenhams we knew!

Ordered a serum and it arrived completely broken with shattered glass. The problem is the packaging as it was only shipped in a small plastic bag. I asked for a refund and after 5 days of chasing they said I had to send it back to them in order to get a refund. Sending back liquid and glass is unsafe and it’s a terrible experience to have to chase and wait for a refund for something that is their error.

I placed two orders. The 2 electric blankets from the first order broke within a week. I contacted customer services who told me to return them. I then returned the 2 other blankets unopened from my second order as I was worried about the quality. I have proof of postage and followed returns procedure. This was 2 months ago and despite complaining and contacting them over and over I get no response. I’m over £150 out of pocket. I will never order from Debenhams again.

I am so disappointed with Debenhams customer service, they were once a first class company, which I have purchased from for many years.
Never before have I had issues with customer services, for the first time I had to email regarding an order that did not arrive and all I received was automated replies, the first was promising to resolve the issue but to wait till a set date. After that they didn't even reply within the four day wait period. I went through PayPal to resolve it for me
Will think twice before using them again

Terrible returns and refund process. I returned 3 items. Two took months to get a refund and for the third, they claimed I sent the wrong item back (which I did not), so I asked them to send back the item they received and they said they had 'disposed' of it. Do NOT buy from them.

I fell in the same trap as many I suspect assuming the Debenhams brand was as good as previously and wished I had seen all the negative reviews before ordering.

Ordered two items that should have been size 34/36” but on delivery both measured 58” and were ridiculously wrong and huge!!!

I returned them and finally got my refund yesterday after emails to their customer service team and they have still charged me a “returns charge” which is in their t&cs apparently!

Thus is not a brand I will ever use again. Terrible!!!

Appalling customer service. Trying to get confirmation of a return is impossible don’t mind the refund. Was on a chat 10.30 am and nobody has come back to me 10 hours later.
Don’t know why the customer service is so bad. They had good reputation one time. Avoid !

Won't answer emails, you can't ring, you can't return items that you don't want!
I sent everything back in a black bin liner because they wouldn't send return labels so I sent 5/6 different shops back in one bag after trying for longer than two months to return clothing and other items that I had bought.
Never buy from Debenhams!!!

Awful automated customer service, returned a dehumidifier, scanned the QR code at time of return. They are now currently asking for proof of return. Steer well clear!

I ordered a jacket from Debenhams, and unfortunately, it was lost by Evri. I spent over two weeks contacting Debenhams customer service almost daily, but I was stuck in a cycle of explaining my situation to a chatbot that led nowhere. Despite filling out every form requested, the issue remained unresolved.
​Eventually, I opened a dispute with PayPal and received my refund quickly. I then went directly to the original seller, Infinity Leather, to order the same jacket. Not only was it £10 cheaper, but it was also delivered promptly via Royal Mail.
​My Advice: Avoid using Debenhams as a middleman and buy directly from the original sellers.
​Suggestion for Debenhams: Improve your internal systems. Customer service agents should be able to see a full history of notes and messages attached to an order number so customers don't have to repeat themselves every single day.
​Never again, Debenhams.

I order from Debenham on the 7 February 2026
The watch I keep contacting them every single day I’m not going anywhere. I was told to wait until 21st of March how many years?
Royal Mail tracking number JT653818274GB

STÜHRLING Original
VivreLuxe 34mm Rectangle Quartz Fashion
Colour: Silver, Size: One Size
Product code / SKU : M190638163854
Quantity: 1
£120.00

I bought 2 items from House of Leather on DBZ marketplace on 7/2. Over £150. I returned the items - too small. I wanted to replace them but you must return first and make a new order.
Had no response from House of Leather even after DPD contacted to tell me the parcel was returned successfully on Wed 11/2. I contacted Debenhams customer service to inform them and heard nothing back. Do not buy from them. Feels like I won’t get a refund from these crooks.

David,
ALL this information was provided 4 months ago and forwarded to your accounts department!!!!
I have also provided it again this week - just to be clear;-
5 months ago I ordered a TV and the money was taken out of my account but NO order raised on your system.
Despite emailing Debenhams every week for 5 months NOTHING

Absolutely appalling customer service. I bought a vacuum from Debenhams which was faulty. 2 weeks later, I am still trying to get a refund. They refused to take responsibility for me, referring me to the manufacturer to go through random performance checks - the machine failed at the first. I was then told to contact Debenhams again for a refund. Throughout the whole process, I have quoted Distant Selling and Consumer Rights acts which enable me to get a refund - all ignored. As this isn't frustrating enough, you have to wait at least 48 hours for a reply. I just want my money back - Debenhams sold it to me and they are responsible. One thing for sure - I will never EVER buy anything from Debenhams again - EVER

Previously did a review as I waited from 9th December until 30th January for a refund... I obviously still order from Debenhams because I like the quality of their clothing and cant complain about the price either. I sent 2 items back last week and have been refunded today... Pay through PayPal guys. So much faster than using your bank card. I used PayPal so I could raise a claim if they were slow to repay. I haven't needed to. Its gone straight back in. Hope this helps someone else.

Shocking!!!
Items not received but now paid for, customer services are non existent,
I live Debenhams sale but I'm FINISHED WITH DEBENHAMS!!!

After being sent a dress that was the wrong size trying to return it was a nightmare.
After about five emails I finally got a reply..After a lot more emails im stuck with an item that I cant return. Will never shop with debenhams again.

Ordered some perfume, that the delivery company misplaced. Customer services said it had been delivered to a shop that I'd redirected it to and then ended the chat before it was resolved. My parcel isn't at the shop and Debenhams haven't answered any of my other messages. I raised this with Resolver as a complaint and they haven't received a reply and now I'm on my own again, with no purchase or refund. Absolutely disgusting from such a large company. I will never shop online with them again!! I am still going to try find a way to get my money back.