Ordering online with Debenhams

I ordered a dress using this system from the Mahon Point store, where the dress I was interested in was in a really poor condition (broken zip and worn fabric). I was told that the Dublin Henry Street store had one in stock in my size, I therefore placed an order for it on that day.

I was called back on the following day by Debenhams Henry Street, in order to finalise the transaction. I specified my address and my laser card details to pay for the item and the delivery charges. I specifically asked the person about the state of the dress (as I was worried it was in the same state as the one in Cork), she replied that it was in perfect condition and that she was looking at the dress right now.

My account was automatically charged the full amount including delivery.

However, I got a call the day after I finalized payment by Customer Services from the UK, notifying me that the order got cancelled, without giving me further details on the reason of the cancellation. I explained that I already paid for the item the day before and they promised to look into the matter and call me back.

This is now the 9th working day after my order has been canceled. Haven't been called back so far, haven't received the dress nor haven't been refunded, I decided to call again Customer Services today. Again they replied the order was cancelled and they are adamant that they gave me a refund. I checked with my bank and there is no refund.

I am beginning to feel that my only option is to file a complaint with Customer Associations.....

I hate Debenham,as they out of stock all times,they take money and they dont refund it at all.returne items gets lost,what a nightmare,

I bought bedding from Debenhams. When the goods arraived they were left at the side of our house without a card bing posted. when I opened the parcel some of the goods were incorrect. I phoned them to be told I would have to re order the goods I wanted which could be done on the phone but I would have to pay again for the items . To get the goods I decided to re order as it was being processed I was cutoff. I am not happy I was on the phone for 40 minutes. No confirmation email , telephone call or goods as they had my details. The service is appalling

Ordered £111.99 worth of goods and opened straight away.I noticed that 1 item was missing and charged for.I immediately e mailed them.In all I have e mailed 4 times and spent 34 minutes and £3.44 on phone charges. still no reply from them.I will never again use them to buy anything.

same story. ordered item. delivered but broken. Trying to get them to collect and refund is like running a marathon. They have my money and I have a huge box waiting to be collected. No doubt they will expect me to stay at home all day as well.
I will NEVER use them again.

Debenhams Direct are the Worst company going..Please do not use them!!!!! You have been warned..

I just wanted to comment on the superb customer service given by my recent visit to the Ipswich store on the 19/11/09
When a problem arose Jackie Bardwell went out of her way to help - not passing it on to an other member of staff and staying 20 minutes after her shift should have finished.....
Thanks from Mrs Tucker - Ipswich

I had tons of trouble with them when buying my fridge. No customer service whatsoever. They were a total nightmare to deal with. I did get it sorted in the end after about £20 worth of phone calls and several days effort. That was a year or so ago and I never use them anymore, in fact I've cut up my storecard.

I have shopped with Debenhams for years on line and never had a problem until now. I ordered a gift for my friends birhday, it didn't arrive, I then received a letter saying my card payment had been refused by my credit card company, thinking that I had put the wrong card deatails in checked my e-mail confirming order, I then realised I hadn't and it was my correct debenhams card number, phoned Debenhams direct, they said no problem with card and told me to phone Customer Services, I phoned them and they had they didn't know what happened either, I couldn't re-order my present as they had now sold out as it was in the blue cross sale, so I re-ordered on line another present, I got my confirmation order through e-mail, again saying my order had gone through, only to receive 4 days later another letter saying my order had been cancelled as my card had been refused, phoned both departments again and when I checked my balance to my horror I was over my agreed limit by £13 as they had taken both the amounts out my account £29 & £53 plus post and packaging total nearly £100 and no goods! then they had the nerve to say they would charge me £12 for going over my limit, when I said I wouldn't pay it as they had taken me over my limit, they told me both the amounts would sit on my account for up to four weeks! I then said if I had known the first order had been deducted from my account I wouldn't have ordered the second order which resulted in me going slightly over my limit. Both departments said they couldn't do anything. I am now nearly £100 worse off on my account, no goods to show for it and a statement which arrived today saying I have had the goods and two letters saying both my payments had been refused and the orders cancelled, work that one out Debenhams as it doesn't make sense to me! Sorry Debenhams I have been a great customer for years but I will never order again with you and you will be receiving a letter of complaint from me in the next few days....

Well I stumbled across this site whilst looking for a number so I could (attempt to) cancel an order I placed little over an hour ago. Spoke to someone who said it wasn't the possible and the best I could do would be to refuse delivery of the item and wait for the item to be returned to them when it would be processed for a refund...absolutely atrocious, expect much better from a company like Debenhams. Goodness knows how long it's going to take to get this refund...sigh.

I ordered some Levis Jeans from Debenhams Direct at the ens of Jan 2009 and was sent the wrong item, I complained by e-mail (as no telephone was available) and was advised to re-order. So I had to take Jeans back to store, get re-fund and re-order. A week later the wrong Jeans tuned up again! I then started looking for a telephone number (08456 055044) and found one through your website and the noticed the complaints from other customers! I thought surley they can not be that bad! well let me tell you they are ! I have called them 3 times emailed them as well on several occains and got nowhere. At the end of it all I have been advised that the Jeans I ordered are not available. I made the mistake of returning the Jeans by post and now they say they will not refund these until they have been returned! Ughhhh!!!! DEBENHAMS Direct they are AMATEUERS.

Also had a nightmare with Debanhams Direct -- Useless company. Ordered a Bodum tea pot and got a purple ladies blouse instead (I'm a 35yr old bloke!)

Full credit to the girls on the phone (who had a good laugh) -- however now I have to wait upto a week for the teapot and arrange for the stupid blouse to be picked up. Won't ever use these guys again, more like a dot.gone than dot.com