Debenhams Direct online shopping disaster

I wish I had read these reviews before placing an order - all the same nonsense - couldn't deliver, money taken, order cancelled when half had been delivered, re-ordered and then cancelled: and now a month later the only way to get the other half of a matching furniture order is to go to my local store and carry it myself. All great customer care with lack of communication and lack of any apology. Well I know now where not to shop!

Similar experience here. Ordered two bras, never received an order confirmation nor any goods, yet the money was taken from my credit card. Obstruction or just plain failure to reply every time I try to contact them by email. Bracing myself now to try calling them and demanding a refund.

I completely agree - I had nothing but problems with them and costumer service was so uncooperative bordering rude. My order was for a baby cardigan and I received a leather jacket size 20, but no baby cardigan – I was charged for both and had to send the jacket back on my own expense. After 10 emails and endless calls I was refunded the jacket almost 2 months later – I was smart enough to post it by special delivery as it turned out they claimed the never received the jacket back. It was a real battle to receive monies back for something I didn’t want and something I never received. I wrote 3 letters of complaint to head office with a responds to any of those. It is without a doubt the worst service I have ever received and swore never ever to order from them again online and in store. What a (expensive) nightmare!

We have had the same problem. Ordered a table, after a week they had no record of it even thoough they had sent us a confirmation. Asked us to reorder which we have done, again they sent us a confirmation. Telephoned this mornign to check on progress, No record of order.
Last time we are shopping at debenhams

I purchased a three piece suit from a Debenhams store and it costs two thousand pounds. The suite had a number of serious faults and Debenhams failed on several attemps to repair it.
The after sales service was appauling and they said that there was no fault. An upholsterers independant report paid by me, declared that the quality was rubbish and the faults were appauling. I warn anyone not to purchase a major item like this from Debenhams I'd go to Dingles every time their after sales was brilliant. I had to take them to a small claims court and won.

then find them from somewhere else!!! why ring 16 times anyway? good lord people

I have had exactly the same problem! Im demanding my £17 phone charge back off them for having to ring them 16 times! very unhappy with them and if it wasent for the fact I need my bridesmaids dresses I would tell them where to shove it!

Had a bit of a disaster too with Debenhams direct, in fact I'm having difficulty with online shopping in general and I think the UK stores are probably the worst offenders. This year xmas shopping will be done on foot I think

My experience of Debenhams direct is disaster disaster disaster. I placed a order in June 08 and returned the items the following month. I am still waiting for my refund I have emailed numerous times. I am now in contact with their Head Office in London. Customer Service have failed to provide me with any form of satisfactory service. Part with your cash at your peril.

Thanks to all for the tips. I like to shop online but the reports on this site has convinced me not to ever bother with Debenhams online services. They sound like every possible problem with e-tailers rolled into one great annoyance. I'll continue to shop in Debenhams on the very odd occasion I make it into the nearest town with a store but that will be that. Other companies have lost my business completely through awful online service, btw. I cannot understand why companies think running any branch of their service with such carelessness and contempt for the customer is acceptable. Don't they realize that this will lose them custom in the long run? No wonder so many British high street stores are in a mess, finance-wise. They have no idea how to retain their customers!

I have exactly the same problem with a dress & jacket I ordered on 5th Oct 08 for a wedding on 17th Oct 08, was told 3 to 5 working days delivery still not received it, wedding is tomorrow. Requested a refund as I managed to find the outfit in another debenhams store 80 miles away and drove there to get it, so now paid out paid out for the outfit twice and have been told a refund is descretionary and no managers there to approve a refund. Customer service is abysmal at Debehams Direct, no one there wants to help you and are very unhelpful. I wish I had seen these reviews before I ordered from them. I would not recommend any person use them.

I am having a similar experience with Debenhams. My wedding is the 27th of October 2008. I ordered a dress from their website which was in stock on the 19th of September. They took the money off my credit card by the 22nd. I received a letter from them 2 weeks later stating that the size is out of stock. On their website the dress is still showing as in stock in my size. I phoned them and the woman ‘secured’ a dress for me at the warehouse that should go out to me on the 1st of October. Dress no.2. On the 7th of October I phoned to find out if the dress has been dispatched just to be informed that it ran out of stock again. I phone again and ask for a big number which is in stock as by now I do not trust the website information anymore. Off course they would have to take the money of my credit card again. By now I’ve paid for 2 wedding dresses and I have none. Their customer services can not tell me when I will receive it but it should be by the 17th. That is 10 days delivery time. The money for the first dress has not been refunded to me. I still need to have the dress adjusted. I find their service appalling and the online ordering system a waste of time.