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Debenhams Direct online shopping disaster

This is my experience of shopping through the website of this major uk (high street and online) department store.  I feel that I have been treated badly so please consider this review and do a little research before parting with your hard earned cash.

I ordered a dress from Debenhams Direct and the money flew out of my Visa account in seconds.  I was promised a 4 to 5 day delivery so after day 6 with no sign of the goods I started chasing.  As there was no contact number, I decided I'd email them.

11 days later I am still e-mailing them and I get various responses.  These range from 'thank you for your e-mail which we will respond to in 4 days', to 'the courier company has lost your dress', 'the courier company reported your dress damaged', 'we have no idea where your dress is', 'we have ordered you a replacement', 'your dress is in transit', 'we are an internet service so we cannot call you', 'thank you for your e-mail we will respond in 4 days'.

Debenhams Direct Online Shopping - Buying a dress! The best one was 4 days ago when they supplied a telephone number that guess what... did not work!  Eventually started e-mailing them a couple of times a day in bold text, asking for a refund as I had to find an alternative dress.  I printed all the e-mails out and sent them to Debenhams Managing Director (1 Welbeck Street, London) suggesting they reimburse me my hourly rate for the time I have wasted on this order including finding another dress.

Telephoned their head office on 0207 408 4444 by going through directory enquiries.  They ignored my question whether Debenhams Direct is outsourced to people who cannot speak English and therefore are incapable of making a phone call in the interests of customer service.  After some fairly blunt talk on my part, they contacted Debenhams Direct and organised a refund (18 days after placing the order) and only because I was not about to take no for an answer.

How stressful?  My experience with Debenhams Direct, it is the worst online shopping service I have encountered.  Not once did they think to contact me and tell me there was a delay.  They seem to think it is OK to leave a customer dangling with no information for 17 days plus... just madness.  Don't they have processes in place to deal with lost/damaged goods and contacting their customers?  It's not rocket science!

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I ordered 2 bikini tops online 4 days before going away. I PAID THE £4.99 FOR NEXT DAY DELIVERY - did not arrive even though their 'order status' said it had been dispatched. Rang customer services who said I would definitely get it the following day - NO SHOW! I had to travel up to their London branch and had to make do with another size. Have come back from my holiday and still no delivery 12 DAYS LATER!! Rang customer services AGAIN who do not know what has happened with the order. I have demanded a full refund including the NEXT DAY DELIVERY CHARGE AND MY TUBE FARE. WILL NEVER USE DEBENHAMS ONLINE AGAIN!!

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Mrs R - 22-Jul-14 13:18

Purchased a Lorus wrist watch, from Debenhams online, for my Husband, to celebrate, our 20th Wedding Anniversary, sadly what should have been a special moment was completely ruined, because Debenhams sold me a watch that was not only broken, but had been previously owned with links removed, found previous owners guarantee in box, which shown it was purchased on 27.11.2013 in Llandudno. To add insult to injury, Debenhams were not the slightest bit interested in what I had to say, customer service was absolutely dreadful. They insulted me by offering a £10 gift voucher!!!
Debenhams say it was a mix up in the warehouse! How do customer returns get mixed up with new stock?
My experience with Debenhams has been shocking; I feel they have not given a satisfactory explanation, I feel that as a customer, they should be held accountable for deceiving customers into buying second hand goods, it would have been impossible to get this item mixed up with new stock, it was in used packaging, obviously from previous customer when returning the item.

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Unhappy ex customer - 9-Jul-14 17:57

I have just spent two hours trying to place an order on the Debenhams website - all to no avail. Their payment systems just don't work and it's absolutely infuriating. Expect they wonder why they're doing so badly - i for one (along with many others it would seem) won't be buying from them again - despite the fact I've just acquired a brand new storecard. It's going straight into the shredder.

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Apno92 - 19-Apr-14 12:43

This may have been mentioned already, but for those who are thinking of still buying something from Debenhams Plus despite all the bad reviews, the "Plus" branch of Debenhams is run by Buy It Direct who own companies such as Laptopsdirect and whom also have an extremely notorious reputation for basically everything that has been said. Just plain avoid and spend a bit extra on a product from somewhere more reputable.

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John - 12-Apr-14 22:10

I recently had a refund on my store card purchase that was a couple of days past the due date after my complaint to Santander. I was informed that there would be a charge if this happened again. I did phone Debenhams to complain but they refused to put me through to anyone. I have let the matter drop although I thought of complaining to the managing director. I have however now received a statement from Santander saying that I owe them 0.01 pence and another letter in the post to say that they are raising the interest on the outstanding debt. I have no idea what the new rate will be as I have no recollection of being advised of this in an earlier letter. I do not want to waste my money ringing them as there is no 0800 number and email appears impossible as I cannot fill out the required fields. This appears to me to be deliberate on the part of Santander to Make me waste money to clear this from my account. As I am very poor with my maths could anyone tell me at what point in the future I will have to sell my house to cover the accumulating interest at their standard rate purchases of 18.326% or cash transactions of 26.478 %

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Help help me wonga - 9-Dec-13 13:40

I ordered wallpaper on 27 nov ...one email telling me goods have been despatched...my first and last time shopping with Debenhams.....disgraceful way to run a business ....I need a job ...I am exemplary at organisation.

+6

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irisheyes61 - 7-Dec-13 16:49

I have just had a bad experience with Debenhams online which ended with me asking them to block my Debenhams card because I felt I had been all around their call centre with my life story to no avail I began to think I had tapped into another universe and had to pull out. I have since written to Debenhams complaining about my miserable shopping experience and they keep referring me back to Santander, the call centre. Can anyone out there tell me if Debenhams outsource their finance to Santander or to Santander own Debenhams? We should be told. Neither wants to help they just keep telling me to use the phone ... erm that would be the one that makes a profit then...

+3

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Mrs B - 24-Aug-13 15:37

ordered a pair of trainers on 24/07/13, today after 2 emails they finally told me they had lost my order, im not happy with this service, i refuse to telephone about my query as its a premium rate but have to wait 3 days for an email reply, no proper apology and i have to wait 5 days for my money back! ,im not a happy bunny and am considering not using them again.

-3

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TinaF - 19-Aug-13 19:56

pxbxpxfflmzhsjqf, http://www.nbweqjhwjr.com avqasvagnc

+3

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pxbxpxfflmzhsjqf, http://www.nbweqjhwjr.com avqasvagnc - 11-Jul-13 14:39

I've sent my complaint to the CEO. Will update all on the response.

+1

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Andy - 10-Jul-13 13:32

I had issues with an online order. Complained on the phone to Customer Services and wasn't resolved. Was told by them to email head.office@contactdebenhams.com and they've not resolved it. They told me to write to Customer Relations at 1 Wellbeck Street. I called there to find out how these teams all fit in and was told that the email address I have been given is for a team in Leeds, where the call centre is also based. The Customer Relations team in Wellbeck Street are different and are higher up than the other two and the only way to contact them is by post. Just thought that might help people if you're struggling with phone / email complaints. Will see if they can finally resolve my issues - not impressed so far!!

+6

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Debenhams Fan #1 - 17-Apr-13 16:13

Complain here Debenhams Head Office [head.office@contactdebenhams.com] and copy in Nigel Northridge (Chairman) & Michael Sharp (CEO)

+8

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Yowsertowser - 11-Apr-13 22:27

New both to this site and having tried to make a complaint about debenhams both online service and trying to use a gift card bought for me. Sounds simple yes? It is not ,but as I am going into only day 2 of my unresolved complaint and only 3 phone calls and 2 emails it is still early days. Will keep you posted as I will not give up ,this is one rabbit that does not blink when the light is turned on.
It does seem like there direct Dept. supposed to be based in Leeds is outsourced as in all 3 phone calls speaking to different people they had little grasp of English languauge,all spoke with heavy accents and had none British names.

+1

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Tonyeeee - 20-Mar-13 20:59

Wish I had read these reviews before I had placed my order from Debenhams as they most definately have not improved ! I placed my order late last night. The money was taken out immediately from my bank account. I have today received an email stating that order cannot be fulfilled and payment will be reversed. Upon speaking to their not so caring customer team, i have been given various reasons and even lied to ! Excuses ranging from out of stock ( completely untrue) your card was declined -( rang my bank who assured me this was absolutely untrue & in fact Debenhams had started to process the payment ! Totally ridiculous. Never again. Once my refund is processed I will be taking my hard earned cash elsewhere. Your loss Debenhams.

-5

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K Joynes - 27-Nov-12 23:25

I ORDERED FLOWERS FOR MY PARENTS PEARL WEDDING ANNIVERSARY TO BE DELIVERED TO HOTEL THEY WERE AT DELIVERY NEVER HAPPENED AND DESPITE NUMEROUS CALLS TO HEAD OFFICE WE STILL DO NOT HAVE THIS RESOLVED CUSTOMER SERVICE DNT HAVE A CLUE THEY SAY THEY GOING TO RING ME BACK BUT AFTER 6 WKS OF THIS I DESPAIR OF EVER SEEING THE FLOWERS OR EVEN GETTING A APOLOGY

-10

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AIMZEE - 21-Sep-12 14:47

I bought some items and when I recieved them decided they were not for me. Arranged for a courier to pick them up. 2 months later even thought online the items are marked as being recieved I have not had any refund put back on my card and Debenhams are insisting they never recieved the items even though it says they were signed for and that they were recieved on their website! Never again will i step foot in a store!

-4

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Missy 22 - 1-Aug-12 22:21

I ordered 2 dresses from Debenhams, they took the money from my account very quickly but a week later I was still waiting, when I tracked the order it said they had been delivered so I phoned them, I was told the order had been an error and a refund would credited back to my account. To date no refund and when I asked about this by telephoning their so called customer service department I was told that their system said I had already been refunded and I should email them copies of my bank statement to prove that I have not received the refund. They never even shipped the goods I ordered, took my money and now want me to prove that I am not scamming them! I THOUGHT Debenhams had a good reputation but I will never trust them or buy from them again.

+2

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Patricia - 17-Jul-12 03:27

Placed an order at 0810 today with Debenhams noticed from order confirmation delivery address was incorrect. Customer Service does not open until 9am - rang at 09:15 to be told it is not possible to change the delivery address - any change must be made within 30mins which is a little difficult when the contact centre is closed!!!!!!!!!! The system cannot be 'unlocked' by their IT Team, nor can a manal note / message be sent to the Despatch Dept. Totally ridiculous - I cannot be the only person to enter details on the system incorrectly. When order delivered it will be returned unopened. This was my first and last order with Debenhams.

-2

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Tilly - 14-Jun-12 19:01

Hi Jeanette
sounds to me like you leave the hairdressers after paying for something you don't like.
I've done the same thing in the past, smiled, paid and then moaned about it later and tried to fix it how I wanted it to be.
Then I decided that I'm the one paying I know what I wan't and if at the end of the style it's not how I wanted it ask for more off, and styled more to how I wan't it. I'm not really bothered if the hairdresser huffs a bit. I'm paying for it and I'll be the one wearing the hairstyle not her so best to leave happy with what you pay for, than moan later. Last time I think she ended up wetting and restyling and cutting again but whatever, she should of done what I asked for in the first place less work for her and time for me

-11

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tracy_07 - 12-Jun-12 14:42

you should go to the shops and get your clothing and items. you should know that online orders aren't reliable

-1

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diva2342 - 9-Mar-12 16:31

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