Debenhams Direct online shopping disaster

One month ago I purchased a television on Debenhams online. It was delivered 3 weeks ago (incidently, they can't narrow their delivery times of between 9am and 5pm, very inconvenient) but the screen was completely shattered. I phoned BDC, their electrical suppliers, and was told they would phone back later that day to arrange collection but was never contacted. I had to phone 4 times the following day, eventually the guy I was dealing with simply went home without getting back to me. Finally it was collected and I was told that there is a policy whereby the logistics manager has 48 hours to "sign off" the redelivery. 3 weeks later I am still waiting!! I have asked for reasons why their '48 hour policy' hasn't been complied with but only been told "the manager is busy" etc. I had to continuously chase them, which, frankly, is ridiculous considering they supplied me with a product unfit for its purpose. He also keeps telling me he is "100% confident" I will get it on certain days but I'm still waiting for a date. When I asked the name of the logistics manager he told me it was "confidential". Debenhams Direct contacted BDC on my behalf and got the name of the logistics manager but I was told she was unavailable. I was promised I would get the tv this friday "no matter what". Due to my lack of confidence in the company I phoned the day prior to the delivery (ie, today) and was told that the tv would not be arriving on the friday as promised..It was at this point that I lost it!.. I still don't have a date for delivery. Abysmal!

I have just had a terrible experience with Debenhams Direct.com..and I have finally given in and cancelled my order.. I sent lots of e-mails..made lots of calls..and no one cared enough to listen and put any of it right..I am now writing the the same head office but do not expect any thing from my comment..If I was you after reading this ...shop elsewhere..this way you will save your self a good deal of stress, upset and dissapointment

This reads like me own experiece, however, I parted with £144 on the 15th Feb 2008 to STILL be waiting for my refund, as they have "lost the dresses", which just so happened to be my bridesmaid dresses. On the 15th March I phoned them to find out where they were. "lost" and unable to order any more as they are out of stock! I did point out that one of the sizes was still available on their internet site! I was told I would get my money credited to my account within 14 days. I complained about this and was told it would be credited within 5 days. I also pointed out that as they had my money, I could not go to the shops to buy replacements. I pointed out that I had purchased the dresses on promotion with a 20% discount, reluctantly they said that they would honour this should I wish to place another order. I said I would sooner use a shop and asked if the discount could be honoured there? I was told if I found the dresses I would have to phone them again to get a code. I phoned and waited 40 mins to speak with someone who could not help. I recieved a cheque in the post for £1.44 at the beginning of April and an invoice detailing if I had a problem that I should phone them. Already I have spent over an hour on the phone to Debenhams at a rate of 10p per minute. So I decided to email them, asking why they had not replied to previous emails and why they had not sent me a full refund to my card. They replied that a cheque for £144 would be in the post. No explanation as to why my account had not been credited or anything else I had asked. I asked for a postal address and contact name to send my phone bill to which will be approx £6. The level of customer service is the worst I have ever received. They still have my money 2 months since I bought the dress. They are rude and unwilling to answer any questions posed that do not fit their format. I would NEVER use this service ever again.

I am awaiting a new store card. Apparently the one I have is the old one. I had purchased items during the sale and the girl gave me a card in the meantime until the new one arrived. This was during Easter week and it still has not arrived also I am awaiting my statement of accounts.

Thanks for the info on debenhams direct I will certainly give them a wide berth and shop elsewhere . I hope that the md sees this site.I am getting sick at the lack of efficiency in companies today who don,t care about customers rights and pass the buck where they are responsible.

oh dear if only I'd read all this before I recently placed an order with Debenhams online... I have just arrived home to find two Parcelnet cards dated on separate days (impossible for them to have arrived before today, I check my post daily) saying that two parcels have been left with my neighbours. Unfortunately, this being London, there are three flats next door and the only people I have communicated with are the garden flat when they have woken me up with loud electronic music at 5am in the morning when they have returned home from a party... call me cynical but I don't think these are the kind of people to hand over the £150 duvet which I have just purchased...

I have had EXACTLY the same experience. They have outsourced everything and so no one cares! Go to the store if you must otherwise avoid Debenhams!

Does anyone know the FULL postal address of Debenhams Direct. The address they give in invoice etc ijust their name and Sheffielsd and their post code. Even the Post Office can't fid them Once known I shall send them a letter by special delivery and then sue the pants off them.

I ordered a goose down quilt which I was informed ( by letter ) was with the couriers on the 11th,for delivery on the 19th(today).The quilt has not arrived by 2.15pm and so I rang to check what time I could expect it.I was told that Debenhams could not contact the courier or track the order and could not put me in touch with the courier.This is not the sort of service a well known store should be allowing but I`ve come up against brick wall and cannot speak to anyone at Debenhams who can give me a positive answer.

Update: Ordered one coat on Feb 5th. After two weeks and no coat, I emailed them. They told me they issued me another coat that would arrive within three days. A few days later and no coat, I emailed them again. I finally came home to find a coat hanging on my door on March 6th. I was not happy with it and took it to the department store to return. Two staff told me that they could not return my coat as Debenhams Direct is different from Debenhams. I took it to another floor and the lady there efficiently accepted my coat and issued me a return on my credit card. I told her that she was the only competent person I had dealt with in the whole company.

I have to agree Debenhams Direct should be ashamed of the service it provides the fiasco started when I ordered three bridesmaid dresses online to find one faullty when it arrived. Phoning the customer service number I was advised to purchase a new dress over the phone there and then and to take the faulty dress back to my nearest store for a full refund no problem. After a 48 mile round trip I was informed by the store that they cannot take good back which have been ordered on line as Debenhams Direct is different to Debenhams!!!!! I have waited all day today for a courier to pick up this faulty dress, guess what they haven't turned up after yet another phone call to a very rude member of staff they are now sending me stickers for me to send the dress via royal mail watch this space!!! I would never never never use Debenhams Direct again or recommend any one else to use them.

You are so correct debenham direct is a mess

I got married in dec 08 and we are now in march and my gift items havae not been delivered to me.