Debenhams Reviews 

If I could award less I would ! Debenhams are now subject to theft/fraudulent activity, after not issuing a refund on my items since early November . Despite numerous emails that many were ignored and a final offer of resolution 2 weeks ago , I still have no refund. A blatant lie that it would be back in my Apple Pay on the 13th December . DO NOT PURCHASE PRODUCTS from DEBENHAMS/Coast THAT YOU MAY HAVE TO SEND BACK !

I have asked numerous times to escalate my concerns in line with complaints procedures and been ignored.

Company with no physical address, no telephone number, no customer service, no online return services, the most notorious Everi courier partner ... They send me broken beauty items and no one, absolutely no one returned my emails.

Something needs to be done about these now. They are clearly having people off from what ive experienced and read. I ordered some chelsea boots 2 weeks ago as express delivery and still not arrived, they havent even been dispatched! I have contacted them several times now, i got asked to wait and wait and now i want a refund there is no response. I will be taking this further and contacting my bank.

Made a duplicate order on perfume- the original order showed as not processed when it had. Tried to cancel the duplicate order 10 mins via whatsapp after it was made and told it was not possible. Realised I was communicating with an AI bot so emailed instead. Usual "we are busy will contact you response". Nothing else heard. Tried to return duplicate perfume when it arrived and discovered it was classed as cosmetic and couldn't be returned despite nowhere on the website saying this would be the case (aside from the very buried T&Cs and even then it doesn't specify perfume as a cosmetic). Customer service is non existent. Do not buy from them.

Never received my freezer shocking customer service having to go though PayPal to get my money back stay away from this site.

I returned a dress on 27/11/2025 via the Post Office and I am still waiting for my refund. There is no proper way to contact Debenhams — the only options are Facebook, WhatsApp, or email.

I contacted them through Facebook Messenger, and this was the final response I received:

“As your refund period has been exceeded, I will transfer you to an agent for further assistance. Our Customer Services team are busier than usual, you will be transferred to an agent as soon as possible. Please expect a delayed response. Rest assured we will reply to you as quick as possible so there is no need to send any further messages as this may cause a further delay in getting back to you. If you haven't already, please provide your order number and the email address on the account used to place the order. Thank you for your patience.”

Since then, I’ve heard nothing. There is no way to follow this up, no phone number, and no accountability. They have both my money and the returned dress.

This is really, really poor customer service. I strongly advise people not to order from this company. Hopefully, if enough people share their experiences and stop ordering from Debenhams, they’ll be forced to address how badly they treat their customers.

I placed order on 28th November, was meant to be delivered by 5th December, still not received. Sent 3 emails, get standard reply. Did chat to be told that if not delivered by 20th December get back in touch. Tracked package said despatched on 29th, but go to royal mail track it stated package not yet received. Asked for refund still no response. Customer service horrendous, wonder why they gave removed phone number from this service . To make things worse, I have received an email asking me to review my purchases, which still have not been received

I contacted Debenhams re an order I’m awaiting and the assistant Kai was brilliant👏🏻👏🏻
Buying on line and trusting the process especially at this time of year can be challenging!
So thank you Kai for the reassurance ⭐️

This company owes me over £200 and are just refusing to acknowledge my numerous requests. I am having to involve my bank to sort everything and I am appalled that this company is still trading given the horrendous experiences people are reporting. This is part of the Bohoo empire so I will never shop with either of these brands again going forwards…avoid at all costs would be my advice!!!!

If there was an option to give 0 stars I would have chosen that , absolutely shocking service from debenhams or lack of service. I ordered a ysl fragrance gift set on the 18.11.25 I am still waiting on it to be delivered !! I have sent over 10 emails and getting only automated response. I will never buy again from this company and I will be taking it further to recover my money.!!!

Overcharged me - the invoice does not add up!!! Substandard quality of goods received not matching description . Parcel protection added to my bill although I declined it

Do not shop with this shocking, shoddy outfit, T-Shirt I ordered never got dispatched, refund promised, but never received, after many e-mails and three weeks the promised refund never got issued, eventually applied for a chargeback with my bank, easy to do on the banking app, thirty minutes later my bank sorted out my refund and it was in my account, noticed many reviews on Debenhams have had similar issues to mine, I urge you all to contact your banks and don't let this crooked company Debenhams STEAL your money, will never part with my money at Debenhams again, also avoid Boohoo, they own Debenhams and use the same people in their customer service department, who just constantly fob you off with lies.

To start with , the delivery driver dumped this bed against house window outside, my partner said ‘hello is it heavy ‘ driver said yes and drove off . So just spent the morning fabricating the hinge mechanism on brand new ottoman king bed. After a lengthy time trying to sort returns , chat ,emails and pointlesss other means of communication I gave in which is probably their plan . Don’t use this company sounds like most goods are faulty and you have little or no chance of an easy return procedure.

EXACTLY as everyone here has said.
I ordered a small heater, it arrived very damaged.
Their WhatsApp AI bot returned messages very fast.. then I got the generic "our customer services are busier than usual" that was a week ago.. nothing since.
I tried to review them via an email they sent but as someone else on here experienced it wouldn't 'submit'.
I wish I'd checked on here before I placed an order..
They really are a bunch of scammers trading off a once good name.
I'm going to have to try going through PayPal now as its obviously pointless trying to get a refund out of them.

Really, there should be an option of 0 stars. Over 3 weeks ago I ordered a small double bed. I received a very poor quality wooden Christmas Tree. I have tried to reach out on email, whatsapp and messenger. I've had to provide my email and order number on several occasions, I've provided dates for them to collect incorrect item, they ignore messages for a week at a time. The only resolution they have offered is a part refund to keep an item I didn't order. I have requested my money back on several occasions and they are still refusing to acknowledge this. Even sounding inconvenience because I am insisting on returning an item I don't want. Obviously, I have had to order another bed from a great company that delivered it the next day or my daughter would have been sleeping on the floor for over a month now! I will never be ordering from Debenhams again. The customer service and after care has been truly shocking, disappoi ting and stressful. I will now have to raise a claim through my card company as they are not dealing with the situation and ultimately, I've paid for something and never received it.

I am very disappointed with the Custer service. I would like to return a Nautica T-shirt which does not fit but I haven't been able to establish where or how to return it. I have sent numerous WhatsApp messages to Debenhams customer services for advice but they are not responding. Like many other reviewers from Debenhams shoppers, I will not be shopping from Debenhams again.
Extremely disappointing.

The towels I bought, thinking Debenhams only sold quality items, are really thin and not of the quality that I expected given the description. They are very thin towels and certainly not the advertised “Ultimate luxury and comfort with the New Hampton Jumbo Bath Sheet”. Your store used to be trustworthy and one could buy with confidence of quality - but clearly not now.

I purchased a Men's Cologne from Debenhams and then realized that it was the wrong one.
When it arrived, I was going to return it without even opening th package.
However, when I went into the Returns Portal, it said that it was non returnable as it was a COSMETIC?
I have googled this and found that anything that can be applied to the Body to make the person more attractive is classed as a cosmetic.
I have previously returned an unopened Men's Cologne to another Retailer and not had any problem.
SO BEWARE - DON'T BUY PERFUMES FROM DEBENHAMS

I wish I could leave 1 star.

What used to be a reputable company has badly gone downhill, it's shocking they are still allowed to trade.

Nov 17th they said my refund was on the way, bare in mind I bought this item in Oct (early to mid)

STILL no refund, their customer service is appauling they repeat themselves and I'm pretty sure it's AI that's responding..

To be fair I said the last time I used them I wouldn't use them again. But this is about the 3rd time where using their company I've had to deal with some sort of drama. The wait on refunds is absolutely wrong!!!

As they also outsource their products, because they can't make their own money anymore.

I had a thing with one of the brands (if you can called them that) with receiving a refund.

To be fair I wrote and email debehams explaining what had happened and they did get involved but that was 1 year ago. Their service I see has gotten worse.

This time I am stating I will never use them again, as having to wait for your own money from a company as big as debehams is shock shock shocking.

Won't be long until they go into administration. Oh wait didn't they do this once already????

A truly unethical business that doesn't value the service it delivers or it's customers. Can't stand businesses that do this and they won't be getting any more of my money.

I from now on will avoid this company like the plague.

Absolutely shockingly bad online company, please do NOT deal with these.
Still waiting for a £400 refund for returned jacket, have been lied to countless times and still not been given a time frame as to when (if) I get my money back.
They lie they mislead and they give you no time scales.
Having to go to PayPal to get them to chase this sham of a company for this money.
Also taking them to small claims court, sod the expese.
BBC Watchdog also informed, this is how to ruin your once good reputation, will NEVER go anywhere near Debenhams online again.