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Debenhams Direct online shopping disaster

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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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Jim

What a despicable company Debenhams Plus is... I purchased a washing machine over the phone for my daughter's engagement present. Payment was taken out of my account immediately... after failing three delivery dates & umpteen phone calls later I was sent an email stating that the advertised item was a discontinued line!!! Strange., as it's still being advertised on the Debenhams site, not only that, but the same model is for sale in other stores but at a higher price? Apparently I can have a refund... but every department I'm switched to is the wrong one!!!
Don't shop with this cowboy outfit... EVER!!!!
6th Nov 14 08:11

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Darren

What a dire excuse for service. So let me tell how this company operates. After being a Debenhams customer for over 15 years and spending nearly £12,000 on our wedding alone we decided to order some appliances. This is for a new house we get the keys for soon. We saw a great deal on a Hotpoint washing machine. We ring up but our Gold card won't be accepted over the phone. Ok after one hour of ring what seemed like everyone we were told to go into store and buy a gift card and purchase it that way. Ok off we go into london to buy said gift card. Order the item to be told we are customer ten of ten machines we will see our item on Friday. Great - sadly the matching dishwasher is not available so we order that from Argos is seconds. Alarm bells should have gone off. Two days later a phone call - sorry that machine is discontinued you will need to order something else? Then an hour later no its not its delayed. So after another hour we select the higher spec model as by now Argos have delivered our dishwasher. Congrats Argos!!. So its £20 dearer - we are told pay or cancel "your choice" after another 20mins they say no we go halves - we pay another £10 and told this one is the one its in stock will be there on the 14th(2 wks). Two days later guess what?! No it's also delayed (the recommended one that was in stock "ready to go". So now we find out that Hotpoint is a (and I quote) disaster and just the mention if there name at Debenhams Plus brings chaos to there colleagues. Note: stop advertising them at cheap prices then!?. So I ask the colleague what can be done, I have a matching Dishwasher in my garage delivered as promised and no washing machine. They assure me a call back within hours, nothing. They promise a customer service manager will call me, nothing. I have tried calling them, nothing. I even said well refund my card so I can take my business elsewhere as a gift card is now useless given you can't supply the products you promise or even recommend. You guessed it - nothing. So as I sit here I have no machine, no contact, no refund, no hope of getting my order. This company used to be market leading in service and quality. Debenhams disassociate themselves with Debenhams Plus and refuse to even offer advice of who to contact. Totally shocking. Avoid at all costs regardless of price or promises - there are companies out there regarded as entry level retailers who are a country mile ahead of this business. Debenhams join a long list of dinosaurs in the retail sector like BHS, C&A etc. absolutely shocking - avoid, avoid and avoid.
1st Aug 14 09:08

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Mrs R

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!!
22nd Jul 14 01:07

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Unhappy ex customer

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.
9th Jul 14 05:07

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Apno92

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.
19th Apr 14 12:04

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John

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.
12th Apr 14 10:04

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Help help me wonga

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 %
9th Dec 13 01:12

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irisheyes61

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.
7th Dec 13 04:12

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Mrs B

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...
24th Aug 13 03:08

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TinaF

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.
19th Aug 13 07:08

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Andy

I've sent my complaint to the CEO. Will update all on the response.
10th Jul 13 01:07

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Debenhams Fan #1

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!!
17th Apr 13 04:04

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Yowsertowser

Complain here Debenhams Head Office [head.office@contactdebenhams.com] and copy in Nigel Northridge (Chairman) & Michael Sharp (CEO)
11th Apr 13 10:04

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Tonyeeee

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.
20th Mar 13 08:03

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K Joynes

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.
27th Nov 12 11:11

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AIMZEE

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
21st Sep 12 02:09

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Missy 22

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!
1st Aug 12 10:08

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Patricia

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.
17th Jul 12 03:07

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Tilly

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.
14th Jun 12 07:06

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tracy_07

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
12th Jun 12 02:06

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diva2342

you should go to the shops and get your clothing and items. you should know that online orders aren't reliable
9th Mar 12 04:03

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Er Indoors

Purchased a dress online from Debenhams that arrived after a week. However It was unsuitable and I phoned to return they said Thursday between 8.00am and 6.00pm.
Stayed in all day no one turned up to collect. Phoned again "Sorry we will collect tomorrow (Friday) between 8.00am and 6.00pm. They didn't turn up and after seeing other peoples gripes I will tale it back to the local store and (hopefully) get my money back. Seeing other peoples gripes this seems to be the only way.
21st Jan 12 03:01

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Freddie

Crawl back under your stone little worm. The adults are talking now, time for you to be quiet and reflect upon your criminal behaviour!
14th Jan 12 02:01

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Boblet

You do surprise me fff. I would not have thought that Debenhams would stock the literature that you require.
14th Jan 12 11:01

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Freddie

I ordered several items in the new year sale. All arrived two days later. All were correct. I guess I must have got lucky!
14th Jan 12 12:01

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Walker

I ordered my son's christening gown in the sale. Rec an email saying it was on its way.Turned up, wrong item with the dispatch note for someone else along with my dispatch note without my item. Rang them, they said it is out of stock and offered me a refund. I said can i have my item when it came back in stock, they said no please take the refund. Looked on it is online in stock full price!!!!!!
11th Jan 12 04:01

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Clare

I couldnt agree more, absolute gits. I placed an order on the 22nd Nov, two items never arrived (the money was taken from my bank account). I was able to track the parcel and found out that the items were damaged in transit and returned to Debenhams before being delivered to me by the courier. I have called 4 times to chase my refund and each time I get fobbed off. On one occassion I was promised the refund would be issued the same day and of course never was! I have written a letter to their customer services department (sent recorded delivery before Christmas) but I havent had a reply or refund yet! If I havent heard from them by Friday I will be contacting trading standards and maybe even Watchdog :-). It seems Im not a one off and they need to know that their customers cant be treated like this!
4th Jan 12 04:01

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jan

I agree with all these comments also I returned 3 items 4 weeks ago totaling £75 and am still waiting for refund replys to my emails say I will be refunded when they receive items,surely they have arrived by now,I have just put my request in writing and posted it to them NEVER again will I shop debenhams online.I need this money for christmas.
19th Dec 11 11:12

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nami

I had problems too. First I had lots of emails saying there were problems in getting my orders out and then not all the refunds came through for items I returned on 3Dec. I rang today (used 01823 364711 thanks to saynoto0870.com) but in contrast to others got through to a helpful rep who arranged some refunds there and then however I will have to ring back in a couple of weeks (groan) because the goods have to go back to the manufacturer's warehouse. I'll have to wait and see what reply I get in 2 weeks, but try the number above (which should be less expensive - part of mobile plane minutes) or other numbers on the "saynoto0870" website and I hope you get success
15th Dec 11 07:12

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JM

I too have had terrible customer service from debenhams. They didn't even respond to my complaint and ignored my repeated emails. I ordered a frame, which was perfect for my sister in law's christmas present (i'd looked everywhere and this was the only one that suited), which didnt arrive and when i called them to find out where it was i was fobbed off and told a replacement could not be sent as it was a fragile item. I then asked why it was still for sale on the website if it was not fit for transit/delivery. They said there system was more up to date that mine and it was showing as unable to be delivered! Yet its still for sale and orderable 7 days later on their website!!! I am never going to order from Debenhams again. I am 9 months pregnant and unable to get to the shops now and explained this to them, yet they had no form or solution - customer service team - think thats rich coming from them!

Asked to make a complaint and they said i would be on the phone for at least 30 minutes trying to get through to the head office complaints team - oh yeah, at my own cost of course!!!
15th Dec 11 03:12

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rose bard

I too have had the most terrible experience with Debenhams...or at least the COURIER VENTURA.
Ordered and arranged delivery of table and chair,s , I made specific times between 12.00h and 16.00h as we where having a decorator in doing some work in hall, at 11.50 he saw a card being put through letter-box and called on my husband who noted it was from the delivery company he ran after the van but they didn't see him, he then phoned me I in turn phoned VENTURA and basically told I was lying there was no-one at home I have contacted Debenhams about this but am waiting on a reply it was only yesterday so I will wait afew days to see what happens
6th Dec 11 07:12

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FIONA

DO NOT SHOP AT DEBENHAMS, they are impossible to contact and have no regard for their customers. I needed to return some items ordered online and as there was no returns form ( customer services informed me this would be confusing for customers)A courier was arragnged to call the following Monday.No time could be given and I was advised to wait in all day.No courier arrived.This happened 3 times.I tried to print off a returns note to return the items by post but could not.I was advised by customer services they would post me a returns note,over ten days leter and numerous phone calls I received a returns note.Then out of the blue a courier arrived.She informed me she had been advised to collect from me the day before and that there was always problems with Debenhams.I posted the items that could not go by courier ( very cunfusing some items have to go to another warehouse- hardly customer friendly)I have been charged for the returned items and have spent HOURS trying to get through on the phone to sort this matter out, still to no avail.I have been charged interest on my account but infact Debenhams owe me.Debenhams have no regard for their customers and I strongly advise you to shop elsewhere. John Lewis and House of Fraser offer a fantastic online service and with great customer care.DEBENHAMS TAKE YOUR MONEY BUT DO NOT RESPOND WHEN THEY OWE YOU.
4th Dec 11 09:12

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innesskye

I ordered a number of items in their "Christmas Sale" with up to 40% off. Yeah, 40% of nothing is more accurate. The biggest discounted items were the ones that they couldn't fulfil but they took over a week to tell me that they "could not fulfil" the order. They took the money out of my bank account and then told me about 3 days later that my goods would not be arriving after all. We called their o so not caring customer services and head office and spoke to numerous people. We were told different stories on each occasion. They even re-ordered one of the items a further 3 times and then, you guessed it, cancelled them again a further 3 times. The whole thing is a joke and I can't believe they get away with this. My husband and I placed separate orders and we have both been treated the same way with regards to the cancellation of orders, however, we appear to be treated completely differently from their customer services both receiving completely different e-mails about the situation, being told completely different stories about what has gone wrong.

Please someone from Watchdog, trading standards or someone do something about this!!!
28th Nov 11 07:11

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help!!!

Just had the phone put down on me by Debenhams Head office customer service.
i was trying to sort out a problem with an order and had gone through emails, phone calls no one would help so was eventually put through to head office. after explaining the problem to her the phone went dead....where do i go from here? I've been trying to sort this out for 3 days now i'm in tears!!!
21st Nov 11 09:11

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annoyed

Never again Debenhams, received my order to find an item of clothing stained, quite disgustingly. I complained to Customer (no) services to get an email back about how they prevent faulty goods at the time of manufacture and i was unlucky!!
My complaint was carefully worded and specific but yet that meant i deserved a preformatted answer that wasn't relative to my complaint.
To compound this there was barely an apology in the email.
21st Nov 11 09:11

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libmum43

Never again! Ordered a radley purse and used order codes, order went through fine and money went off my visa balance. An email a few days later to say order couldnt be fulfilled! Checked site again and purses are still being advertised as in stock. Rang customer services (very noisy and took forever) and was put through to another department to redo order but had to hang up as it was taking so long. Rang later and the customer services rep tried to fob me off saying is was googles fault!a technical hitch had occured and there wasnt any stock of radley purses to be had at all! I dont believe this at all and this means I can go through the palava of reordering where they will take my money and again unfulfill the order. I will be shopping with john lewis where customer service is much better. Debenhams, you have a lot to learn
21st Nov 11 03:11

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Jim

Tried Debenhams online service and it was a nightmare. The customer service was the good old fashioned jobsworth attitude. The 30 minute cancellation policy is a breach of Distance Selling Regulations but they don't care. Trying to cancel an order and get a refund takes about 2 weeks. Even before the goods were dispatched they refused to cancel another breach of DSR. This company is staffed by money grabbing arrogant people who don't give a damn about customer service. Will never buy any of the low quality junk they sell ever again.
15th Nov 11 08:11

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Lynne Barrow

I ordered over £1000 of clothes from the Debenhams online service and it has been a dreadful experience. A discount code I was sent didn't work and I was charged the full price for the items. I have spoken to customer services numerous times who point me to small print that doesn't exist. They asked me to email their Head Office complaints team which I did and I have not heard back from them in a week. I have tried to speak to the Customer Resolutions Team at Debenhams Head Office and they are exceptionally rude and unhelpful. I am considering sending the whole order back and never ordering anything from them again.
7th Nov 11 04:11

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Disgruntled of Croydon

I ordered a LEC fridge freezer from Debenham's Direct. 24 hours later I received confirmation that the fridge was in stock and would be delivered on the Saturday. Unfortunately we were going to see family on the same date so I rearranged the delivery date. Debenham's said no problem. On the morning of delivery I received a phone call from the courier company to say that Debenham's hadn't placed the order and the fridge wasn't even in stock! The previous evening we had emptied our old fridge freezer of 30 pounds worth of frozen food, in anticipation of receiving our new appliance. I telephoned Debenham's and cancelled the order. The company admitted that they had got it wrong but didn't even apologise. Despite promising to sort this out and refund my money I am still waiting for the refund and when I call the company I am being fobbed off with excuses. I have now threatend to report them to Trading Standards. Debenham's on line service is a joke and their aftercare is not much better. I will not use this company again and I would advise others to avoid them as well.
31st Oct 11 08:10

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Not-a-fan

I so wish I had found this site before buying from Debenhams. I had to return one item from an order using their own postal returns service. A month later an no money had been returned so I chased it up. Everytime I speak to someone they assure me that the problem is being dealt with and I wait...and nothing happens. The time and energy spent chasing this up is an utter pain. I shop online quite a bit and this is the worst service I have had. I'm sure there are many satisfied Debenhams customers out there but I will never shop with them again.
18th Oct 11 02:10

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Anonymous

I opened an account in Debenham's Norwich at the beginning of August this year. When I received the statement it showed someone else's goods for £149.00 above my listed items. I phoned the tel no. on the back of the statement - Santander Account Queries. After punching in answers, I finally got through to a woman. Having asnwered all her "security" questions, she transferred me to a male colleague. After answering all his "security" questions, he told me it was not his problem but Debenham's. I told him it was not MY problem. When I asked for Debenham's tel no. and told me he did not have it. I asked him to find out and call me back. He refused to do this. After 15 minutes (paying for the call), and not having resolved this, I finally hung up and drove to a local branch of Debenham's, Milton Keynes. They have no Customer Services in their stores! I finally got to talk to a very helpful manager who listened and said she would sort this out. She told me to pay for the items that were mine and I would receive a statement from Santander showing I owed £0.00. I did this, and then a few days ago, I received a statement from Santander showing I still owed the amount that was NOT mine, plus, interest! I e-mailed the helpful Manager I had seen at their store in Milton Keynes,but I am now getting messages from e-mail saying that there is a problem delivering my message. I sent the message to the e-mail address given to me. It is extremely frustrating and the only avenue open to me is to drive back to the store and possibly explain from the beginning to someone new! This is a totally unacceptable way of doing business. It has put me off ever having a store card again!!
17th Oct 11 05:10

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DebenhamsSuck!

In addition, the "Customer Services Resolution Adviser" got my name wrong whilst addressing me in the email! It has been correct on all other correspondence and the order process! No excuse and speaks volumes for their customer service!
5th Oct 11 10:10

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DebenhamsSuck!

I too have had a disaster recently with Debenhas online. I ordered a dinner service and they delivered the wrong colour. Fair enough I guess (although it was pretty obvious and should have been checked). Called them up, they said they'd arranged a courier to collect the incorrect item on Saturday and order the correct one. Waited in all day, nothing. Called in the week, explained what had happened and was told they'd never send a courier for such a small item and I was to print off a label and send via the post office. Feeling this was unfair, I grumbled but did it. Post Office rejected saying it was too heavy for that returns label. Called and complained again, they apologised and said they would look into my complaint and I insisted I wasted no more time on this and if they wanted their incorrect item back, they are to come and get it themselves! Got an apology 4 days after initial complaint via email basically saying sorry, we might retrain our staff. I have just sent an excellent reply to this and await their response (if any). I might actually start charging them storage costs for the incorrect item on top of the phone, petrol and wasted time costs I have incurred trying to rectify THEIR cock-up! Never again will I use Debenhams online and I urge others not to either!
5th Oct 11 10:10

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MikeP

grumpyoldwoman, thank you! As I try to carry as few pieces of plastic as possible, rather than as many, I've never had anything other than normal debit/credit cards. They are paid by direct debit at the end of each billing period and I have nothing to think about. The only benefit really is the potential for discounts and special offers.

It's probably a girl thing, as my partner has hundered of cards and I've never dared ask her what they all are.
28th Sep 11 03:09

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3

grumpyoldwoman

"They can be useful if you see something you like and don't have enough cash on you"; obvious really, like any credit card!

Didn't realise how silly it was of me to say this till after I posted, as I'm one of the few people left on Earth who has never had a conventional credit card!
28th Sep 11 03:09

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-2

grumpyoldwoman

It's a credit card which can only be used in one store, or store group.

I've taken one or two out when offered discount on a particular purchase on that day (eg.10% off if you take out a card today) which is worth doing on a big purchase, but then I always pay off the balance at the end of the month. They can be useful if you see something you like and don't have enough cash on you; and sometimes you get another offer of discount at a later date.

I never let them take any interest off me though!
28th Sep 11 03:09

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-4

MikeP

Why would anyone need a 'store card'? What is it, and what is the point of it? Reading this gripe it appears to create more problems than it solves.
28th Sep 11 02:09

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Mary

I'd like to add my two pence worth to this disccusion. Firstly I'd say do not under any circumstances take out a Debenhams store card. I took one out last year, paid the balance in full on the first statement. They cashed my cheque but did not allocate it to the account. I was then harrassed by their Indian Call Centre, getting telephone calls at all hours of the day and night looking for payment. I explained the account was clear, but to no avail the calls kept coming. I contacted Debenhams and Santander. Debenhams washed their hands of it, said due to "privacy Concerns", they were not allowed to talk to Santander on my behalf! Santander were a nightmare. It actually took six months and dozens of telephone calls and emails to sort it all out. I vowed I would never shop in Debenhams again.

But I did. Just placed an on line order and realised there was a problem with it. I telephoned their customer services department and was told that I would have to write them a letter. It's a fairly simple issue so I asked for a telephone number to speak to someone about it and I was told that "they were not allowed to give telephone numbers out". I wasn't exactly looking for the home telephone number of their Chief Executive, merely a number that they obviously had, but apparently not allowed to give. How crazy is this. They don't respond to emails, their customer service telephone team is totally misnamed as their criteria appear to be to annoy the customers as quickly as they can and get you off the phone, and they seriously expect customers who buy online to write letters to resolve problems.

I also had the experience recently where I brough something back to one of their stores and even though I had purchased a number of items to a total of about £300, they refused to refund my money on the one item I returned and insisted I take a gift voucher for the money because it had been in their sale.

Debenhams policy appears to be, once you have the mugs money, you hold onto it like grim death and you try to make it impossible to complain. I have never posted a criticism on a website before, but I'm so cross at the problems with practically every transaction I have had with Debenhams in the last year, I feel I need to. As for my shopping habits, well I'm going to stick with marks and Spencer and John Lewis in the future, where they value their customers and treat them fairly. You would imagine in these straitened times Debenhams would want to try and keep their customers, and maybe when they lose enough of them, they will start to rethink the manner in which they treat them, at present with great contempt.
28th Sep 11 10:09

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Angrycustomer123

I cannot believe that they must be the only company in the entire 21st century not to have an email system! I have asked about this by calling the head office number 08445 61 61 61, and they state 'the email system is down for maintenece' i replied saying that it has been 'down' for nearly three weeks now, to which they replied 'unfortunatley so, i am afraid it may be down for longer than that i apologise for the inconvenience', what a joke!! Just another stingy company trying to save money by inconveniencing the consumer!! Instead of emailing we are expected to be call a number that is 5p a minute from a bt landline, god only knows what the price is for a mobile or other network, just another money making scam!
21st Jul 11 06:07

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-7

Mature and Sensible.

I and many others appreciate Debenhams. They are a huge retailer doing extremely well in the current situation. Their staff are always friendly and polite and many of them go out of their way to make you feel appreciated and important. I enjoy every visit.
You all have to understand they have a policy that they have to abide by. Without a policy you can imagine the business would fail. It's common sense to buy something you're sure about and know all the facts before parting with your money. You cannot go around slagging Debenhams off. The amount of people that try it on to get their money back for various reasons is horrendous! They need their policy and you can't expect the workers to just let things go because they could lose their job. As for those of you saying you hope Debenhams fail etc how selfish and inhumane! Debenhams employ hundreds of workers. And many work there for many years. If they were not there think of the hundreds, probably thousands of people who would be without job and possibly on the doll using your tax money to buy their food and clothes etc!
We all have disputes in shops. Mine are usually in New Look. But we cannot slag these places off because in all honesty they are a great contribution to our country and economy.
11th Jul 11 02:07

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-4

dont give debenhams your custo

I am another person who will not be buying anything from debenhams. Refused a refund or exchange on a cosmetic product following incorrect info from the advisor..used it once that day and when I got home found out about the problem with the item. Very unhelpful in store as I had used it once. I would not have bought it in the first place had I received the right information. It was down to policy to do nothing to help even though they were in the wrong. Poor show really...if complaints go unheard then don't let them have your hard earned money in the future! Good luck to all trying to get their money back!
29th Jun 11 07:06

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-8

Chairless

I'm also having a problem with Debenhams. I bought a chair in March, it's almost June and still no chair. A van did turn up without our chair in it. I keep getting promised escalations but then it all goes quiet. It's been almost a fortnight since my chair was 'almost' delivered. No one has picked up the phone to apologise or offered a new delivery date. Debenhams really doesn't care about me as a customer. They have my money, I have no chair. Thanks a lot Debenhams. WORST. ONLINE. SHOPPING. EXPERIENCE. EVER.
25th May 11 09:05

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-4

Mrs V M Tavener

I am also having problems with Debenhams rgarding their store card. DO NOT EVER get one of these.

They pass the account to Santander who fail to send out timely statements then ring you up out of the blue to say your payment is late and there will be a £12.00 penalty. This is sheer robbery. They effectively give themselves a licence to print money and subsequently demand same with menaces. My battle is ongoing.

I wish I'd read this website and the reviewcentre website before taking out a store card. Both make very intersting reading. Debenhams have a shameful record of poor customer service.
12th May 11 01:05

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-14

Mrs V M Tavener

I am also having problems with Debenhams rgarding their store card. DO NOT EVER get one of these.

They pass the account to Santander who fail to send out timely statements then ring you up out of the blue to say your payment is late and there will be a £12.00 penalty. This is sheer robbery. They effectively give themselves a licence to print money and subsequently demand same with menaces. My battle is ongoing.

I wish I'd read this website and the reviewcentre website before taking out a store card. Both make very intersting reading. Debenhams have a shameful record of poor customer service.
12th May 11 12:05

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BoycottDebenhams

You're not the only one. I boycotted Debenhams a year ago after outrageous handling of a complaint. I was told by head office reception they didn't have a complaints department and instead I was transferred to the store manager who was one of the reasons of my complaint, as soon as he recognised me he hung up on me. Well done Debenhams Bromley - you have a store manager who not only doesn't introduce himself, he yelled across the store at me in front of many customers to say that nothing is wrong with this item - he didn't actually look at the item,. Debenhams fails to acknowledge complaints, btw this was an online item I bought and was told I had to take it into a store.

I am so pleased not to give my business to you - I for one hope you as a company fail. Such a shame you bought Magasin in Denmark, another store I am now going to have to blacklist.
10th May 11 05:05

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lolab

I've also had a problem with Debenhams, I ordered a baby swing that was broken, and can't get them to give me a refund.
7th May 11 12:05

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-6

marcus

Tried to post a review "Bought these boot, very nicely made etc, major problem was I'm a size 8, the boots although labled size 8 were bordering on a size 9. even the shop assistant, when I took them back, noted they were oversized. difficult to get round this when buying mail order?" apparently this does not meet their guide lines - obviously don't want to hear negative feedback
22nd Apr 11 10:04

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-9

Al

I too have had a bad experience with Debenhams. The main problem is that no one thought to contact me that something was wonrg with my order. After multiple calls they have now determined that the package was lost in transit. This is 16 days after money was taken from my account. I have now been promised a refund but based on the comments here, I will wait and hope...
20th Apr 11 10:04

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WaitingForRefund Also

Have today had a bad experience with Debnhams online, who, having taken my money for an item they could not deliver within the advertised time scale agreed to refund the item. Despite this agreement having been made two weeks ago, i've had no refund and no answers as to where it is and when it will arrive. It appears that their process for cancellation of orders is so complicated and confusing, that even the 'Customer Resolutions' department couldn't give me a straight answer. Meanwhile i'm £260 out of pocket and it appears that after much shouting today is the first point at which the initial refund is to be processed (although I still haven't had the much-promised contact to confirm this despite my numerous calls and emails). I wonder what on earth would have happened had I not chased, and chased and chased this refund- perhaps they were hoping i'd not notice?! What appauling service from an established retailer - they were quick enough to take my money but still no sign of it being returned!
19th Apr 11 01:04

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2

paminv

Having problems with the site, speed when moving pages is so slow I can make a cup of tea while waiting for it to refresh and also when you go into item detail you go to the beginning again grrrrr!!!!! why is this happening is it pc settings?
11th Apr 11 09:04

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1

JackiO

I have now decided not to buy from Debenhams online. They constantly sell things which they don't have in stock and then take your money and inform you 12 days later its not available and will refund your money!! Surely they can afford a better database to check stock?
9th Apr 11 12:04

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3

waitingforrefund

If I had read all the complaints going back years about Debenhams I would never have given them an order. Who would have thought that a well known company like Debenhams would adopt the methods of fly by night traders. I hope they don't mess me around any longer or I will take legal action. Its time somebody did. Does the CEO/MD know what is going on ?
6th Apr 11 09:04

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-3

bigmatt

Appararently it's beyond the realms of Debenham's internet function to stock check! having ordered some items for Mother's Day with NEXT DAY delivery they happily took my money...but didn't deliver the item. Sent an email, got my delivery charge refunded. Still didn't arrive, sent another email to be told that the item WASN'T IN STOCK annd I would have to wait oanother two weeks for delivery. Absolute waste of time as an online retailer - buy from someone better, not this shower.
4th Apr 11 12:04

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Stella

Disgusted with Santander bank - asked for written confirmation of closure of account and was declined also bank represenative refused to put me through to her manager and then hung up on me - most unprofessional wont deal with Debenhams or Santander
28th Mar 11 11:03

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-10

debenhams ccc

I shall be sure to do that thankyou. all of your comments are very helpful to us so we can look into resolving problems with the system or the couriers ETC we welcome constructive critism and I shall be sure to keep an eye for anything that I can pass onto a high level and possibly change.
26th Mar 11 04:03

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Boblet

Debenhams ccc You are showing a good approach to your disgruntled cusomers, I wish you well in resolving your issues with them. Do me a favour from your position of retail power, send a message to Dido Harding of Tatk Talk about this site,she may listen to you.
25th Mar 11 11:03

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debenhams ccc

we try our very best to meet all of your expectations as a company, I am very sorry to hear all of your problems. As a advisor at the head office for debenhams I can honestly say we do our very best for all our customers I hope you will not be put off from shopping with us again.
24th Mar 11 10:03

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happy-bunny

I feel for all of you who have had a bad experience but I placed an order for the first time this weekend. The goods arrived within 24 hours, however, when I opened the package I found the clothes solied and promptly rang customer services, (Saturday afternoon) they offered an exchange without any problems. There was also a price difference on a tag on another item and they offered to refund the price difference between the price on the tag and what I was charged on the website. He was polite, friendly and spoke clear English. Late Monday morning the replacement arrived.. Can only speak from experience and from our area (Manchester) the service was excellent.
28th Feb 11 12:02

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Maria

Nidge, I agree. Their delivery service (whomever they are using) is horrible. Not only did we receive uncalled-for rude service from the man doing the actual delivering, the last item we had delivered was smashed to smithereens. Never again is right! Even the woman who took our complaint let it be known that this happens often. You would think Debenham's would rectify the situation - but perhaps they are too busy counting their pounds?
26th Feb 11 02:02

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1

barnsie

awful debenhams flowers service

email response is rude and slow or non existent still havent had a refund from feb 6th or even an acknowledgement I will get one

can somebody give me the ceo's details or somebody seniors email/address

thanks
25th Feb 11 07:02

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Nidge

Avoid Debenhams online at all costs. I have used them twice. The first package arrived two weeks later than predicted (too late for the holiday we needed the clothes for) and the second time they took my money and 4 weeks later the package still had not arrived. After much hassling they first said that it was lost in transit! then they just cancelled the order even though the item is still on their website (surprise, surprise, at a much higher price now). Never again.
18th Feb 11 12:02

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tracey

Have had several problems phoning customer help line. doesnt give you chance to put your card details in before it tells you you have to talk to an advisor. When you talk to one they dont have a clue and sound like a caall centre with no experience. do not wish to give my information to people you feel you cannot trust. This has happened on a nimber of occastions
16th Feb 11 08:02

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dissatisfied

I have not had a very good experience of Debenhams online shopping either. I purchased a cream that gave me an allergic reaction (blistering welts on my neck). I wrote to Debenhams explaining the situation, and asking for their returns address. They replied saying that they could only accept returns if the product had been used and it could only be returned if it was still in it's original packaging and unopened. I know that this is contrary to my consumer rights but really is it worth the bother! to state my case, given how long they take to reply. I would not recommend them either. Incidentally the cream cost £65!
13th Feb 11 01:02

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Kevin

Still waiting for refund for Debenhams items I returned in NOVEMBER!
Have phoned them 18 times since December. They keep telling me they will sort it and 4 times I have been promised a phone call back but they haven't called. They admit they received the goods. Worst customer service ever. AVOID SHOPPING ON LINE AT DEBENHAMS.
10th Feb 11 06:02

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plumpkin

wops think I have just sent my comment about debenhams to the wrong page!
9th Feb 11 03:02

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0

Emma

Do not order flowers from Debenhams - they take your money and do not deliver! I ordered flowers on Monday and paid extra for same day delivery (for arrival of a new baby). Three days later and they have not arrived. Apparently, under the T&C, I am only entitled to having the flowers delivered at a time of their choice (next year?) or a refund. In my business, I am accountable to my customers and they would not pay if I did not deliver. Why can Debenhams be allowed to charge my credit card, not deliver and then not offer a refund. Do not use them.
9th Feb 11 12:02

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tilly1

I am having problems with Debenhams online service - 2 lamps have been returned to Litecraft over 2 weeks ago and it seems havent told Debenhams so I am still waiting on a refund. Endless emails to Deb and they have the cheek to tell ME the customer to ring Liecraft to sort it out .

Absolutely crap after sales service - I will never use DEBENHAMS again.
7th Feb 11 06:02

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0

Tracie Whitefield

Ordered £330 worth of goods just after Xmas. Arrived over a period of a week in 5 different parcels so I kept having to make arrangemenst with the courier to enable her to deliver. Retruned the parcels very promptly but now 5 weeks later am still waiting for 50% of the refund. Got some progress on the phone today but still waiting for over £80. I've had to use my savings to pay the credit card bill to avoid interest and as I'm at the end of my maternity leave, now have no savings left to live on. Absolutley appalling. I will n evr use Debenhams online again. Returned 3 items to Next on 20th Jan and had an e-mail on 25th saying all dealt with and credited to my account.
7th Feb 11 05:02

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Sarah Daly

Totally agree Debenhams on-line is VERY POOR and BEST AVOIDED. I've ordered 5 book cases, all marked "quick delivery" though nearly 4 weeks later I'm still waiting for 3 items (one arrived Saturday). They're meant to be assembled by delivery company, but they state they just deliver. Customer services now say they're self assembley, which is odd as full price it's £2,500 of book cases. I've rung 9 times now, and never been rung back. Now waiting for the CS manager to call me back. So far I've found 4 conflicting delivery estimates, but Debenhams always stick by the one which suits them best. AVOID this company.
7th Feb 11 02:02

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0

unhappy shopper

Follow up to post I wrote yesterday.
I have received a very positive response from Debenhams together with an apology. Refund will be in my bank within 3-5 days.
Please don't give up if you have a problem ....you just need to let the right people know when things are going wrong.
4th Feb 11 06:02

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Dee

I did not receive one of my items I ordered and rang debenhams 3 times to advise an item was missing from my parcel but I never received a refund. In the end I gave up and would warn anyone that Debenhams customer service is very poor, will not shop at Debenhams on line again
4th Feb 11 03:02

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0

unhappy shopper

I have today written an e-mail to the CEO of Debenhams.
I have now been waiting 5 weeks for a refund. After reading some of the comments on this site it is totally unacceptable that a reputable company should be able to treat valued customers in this way. This is the first time I have used Debenhams online........also the last.
Will update if I have a response.
3rd Feb 11 08:02

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BH

I agree they are rubbish with any kind of online ordering - don’t bother - appalling service. I ordered some 13 items towards my Denby dinner service using their buy and collect service (pay online and then collect from chosen local store). Went to collect and when I got home 1 item broken and half the order missing (they forgot to give me the other half). Had to go back to store to get other half only to get home and find 2 pieces STILL missing. Customer service department totally useless - ignored my email for 4 days and then when I phoned them they asked me to return to store AGAIN for a refund. To my nearest store it is a 32 mile round trip so I asked for refund which they now say they can’t do even though it was paid for online !!!!!!!!! They have my money and are refusing a refund now. NEVER AGAIN. Will stick to House of Fraser from now on - have used them 4 times in last 4 weeks and they get it right every time
3rd Feb 11 08:02

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Becca32

I was very disappointed to wait ovewr 15 min to see a cashier as customers waited to retrun or sign up to nstore ard- all good , biut takes toooooooo muxh time, people behind me put items back as not prepared to wait!
2nd Feb 11 11:02

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Vee

I've just purchased an expensive present from my son's and his fiance's engagement gift list with Debenhams direct and was about to purchase a 2nd expensive item from the list. I had a 10% discount code that was accepted but failed to take the discount off when payment was made. Customer services insist on asking for an order no. to look up the purchase even though haven't been sent one. Extremely rude and unhelpful woman who actually lied to me saying the voucher code was not valid for wedding/gift lists (it is as it's not excluded in t & c's) and further lied saying it stated clearly it was for 'selected' electrical items (also not in t & c's) and when I asked her to process a refund as I would rather go into Westfield and pay in the store, she was sorry she couldn't help me and ended the conversation. The online team appear also to be responsible for not providing photos alongside the items or being able to find the list other than with the gift list number ie with surname only. The list is being managed by Debenhams Westfield where I am being helped by a lovely lady called Marina who is so apologetic and frustrated by the awful impression being given by Debenhams c/s - she is the only person who is stopping me from suggesting the couple transfer their list to somewhere more reliable. An absolutely abysmal service from debenhams.com which lets the company down completely. Calling head office is no use, they put you through to customer service - and whilst waiting for h/o to answer phone, you hear news bulletins, one saying CBI Director is asking the govt to set up a framework to allow business to grow - to the CEO of Debenhams- the only framework you need is to retrain your online staff to be less rude and more helpful to your customers, improve your online ordering system, and let the rest of your staff go and take some notes on how to treat customers properly from Marina in your Westfield store!
1st Feb 11 02:02

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1

Billy

just thought i'd Google Debenham online problems and guess what loads of similar situations, I was led to believe 4 days delivery, 11 days later I get a call from the delivery company offering me a further two weeks slot between the hours of 8 and 1. I know for a fact the item was dispached within a couple of days but its only to come to central Scotland hardly the other side of the world. When you are used to Amazon who are good I will never use Debenhams again. ps other than order confirmation e mail nothing you just have to keep phoning them
31st Jan 11 09:01

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Kevin

I returned stuff to Debenhams in November which they say they have had. It is now Jan 31st and still no refund. Every time I phone they say someone will ring me back but they never do, Now paying interest on my Debenhams account for goods I returned. Worst customer service I've ever experienced..
31st Jan 11 12:01

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0

Samantha

Similar problem - phoned head office to complain - was given an email address for head office but the acknowledgement came from customer service despite my saying did not want to be put through to them - in my view Debenhams are encouraging their staff to lie (unforgivable) by giving out incorrect information. I had initially emailed customer service several times - no apology and rather than the 3 day response time stated it took 7 days for the last response. I eventually phoned customer service again and requested a refund which was refused. I requested to speak to a supervisor who did not speak to me but the chap I spoke to said this was approved. I would have had more respect if the supervisor had taken the call! I await the outcome of whether I receive a refund. Appalling service and total disrespect for a long-standing customer
29th Jan 11 12:01

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0

shorty

I have also had a bad experience with debenhams on line. I ordered 6 items,kept 3 and sent back 3,2 in 1 parcel and 1 in the other. The courier put two stamps on the receipt, a few days later I had an email saying that they had received 1 parcel and had refunded me but not a thing about the other. I then rang and queried it and the lady said she would look into it and sent me an updated email.I received the email but it basically said the same as the last. Waited a couple of weeks and then phoned again the lady said she would get someone to phone me back but I have heard nothing. They owe me £45
28th Jan 11 07:01

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0

DebenhamsOnlineAreCrap

Debenhams are the worst online retailer I've used so far. Goods not turned up. Call centre then log on to Hermes site and read back to me what I've just told them. They are powerless to do anything. Hermes website point you back to the retailer. Debenhams will cancel order if courier attempt to deliver 3 times. Courier deletes attempts from tracking. Very frustrating.
As for "debs" the Debenhams employee - as with you all that customers expect is to be treated with a little respect.
25th Jan 11 04:01

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0

TEUCHTER

My experience with Debenhams is unbelievable.I placed an order on November 27th the money £90 + was takem within minutes. The order took over 2 weeks to come & then one item was smashed to bits. I was 17 minutes on the phone trying to arrange a courier to uplift the damaged goods, I got a date no courier arrived I then had to phone again, I got another date no courier turned up, another call to debenhams another collection date given & guess what no courier appeared, thankfully I was at home the following day & lo & behold a courier arrived the goods were uplifted Yippee!! No not yippee 2 weeks later I am still waiting for a refund from Debenhams, Never ever use Debenhams direct they have now had my money for 8 weeks. Not at anytime did debenhams make contact regarding collections, They took 11 days to reply to my e mail beware.
25th Jan 11 04:01

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0

Shocked ex-customer

So I am not alone in being shocked at the unbelievably poor online "service" offered by Debenhams. And I have since found out that their "customer service dept" is in fact a call centre and not Debenhams at all. I ordered two sets of pyjamas on December 28. Order was accepted, than an email to say only one pyjama bottom was being sent and two tops. But the order came off our bank account as two full sets, Items were delivered to wrong address, despite the fact I phoned to tell them, when it appeared wrong on their website - their mistake not mine. And I have returned the goods but have since received to emails telling me I know owe them even more - original order value £35.49, (the amount that has been withdrawn from
our account), reduced to £26.74 on second email (as one item short) and the latest emails advise me it is now £39.48! When I phoned yet again, they denied any knowledge of the latest two emails, despite all the details being the same. I was assured by "customer service" my costly and lengthy phone calls would be refunded - they couldn't call me back as they were a call centre - yet when I was transferred to "head office" I was told to send my phone bill when I received it! Needless to say I have had no response to my emails. I have never ordered from Debenhams before and will never do so again you can be sure. I am concerned and shocked. What do I do now?
25th Jan 11 01:01

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0

Ahmad

Kindl I need to know Debenhams-London contact No. in order to call from Jordan
22nd Jan 11 01:01

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0

Steve

I have had exactly the same experience wtih buying pots and pans. They are rubbish!
20th Jan 11 02:01

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0

SB

Have just been sent a letter with a new Debenhams credit card that I never opened to find I 'owe' £498. This is somebody fraudulently opening an account who have somehow got hold of my details inc year of birth. On calling the Indian call centre on their 0871 number I find all the systems are down, told to call back later in the week and no we don't have the email address of the Customer Service Director in Debenhams. This fraud won't go down too well on Watchdog I fear or the Portas series just starting
18th Jan 11 12:01

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0

Mic

Oh dear I wished i'd have seen these comments before I made an order back on boxing day - still to date waiting for my coat and have called 6 times and sent 3 emails. No responses to the emails and the phone calls have just incurred a phone bill. They say they're putting tracking requests on but you never get any info back
17th Jan 11 02:01

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0

Ronald 14.1.2011

My wife placed an order with Debenhams 8.1.2011 and was promised a delivery of 4 days of a bergan recliner chair. Checking today 14.1.2011 I was informed that we were mislead by the person at Debenhams Branch Portsmouth that infact delivery is 4 weeks. Thank you very much as we had our sofa removed on the 13.1.2011 ready for the delivery. Once again it is the customer who is left in the lurch through incompetence in their store. Is no one at this store going to take notice and sort out these who run this company and a totally inept web site that is only there in name but is invisable? Customer services who.
14th Jan 11 11:01

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0

dee

I to am having a terrible time with debenhams I ordered goods on december 22nd for store delivery within 4 days and have received nothing except an acknowledgement of order and an email to review the purchases I have not received. Many phone calls and emails have resulted in no refund or explaination whatsoever. Customer complaints said they would ring back suprise suprise they didn,t . 13th of jan 2011 and still no goods despite debenhams having my money!!!!
13th Jan 11 06:01

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0

disappointed naver again custo

I am furious with debenhams online customer service. They really dont care I have had to ring three times since dec 10th to jan 11th .costing a expensive phone calls to now be told it lost in transit.apparently it takes five days to refund my account. Ihate debenhams and will naver naver buy on line again. They should take a leaf out of John lewis.It not the young people on line it debenhams policy to fob the customers off.
13th Jan 11 09:01

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0

merrydavie

I would like to warn everybody about debenhams gift cards.
Having just been married we had asked for and recieved debenham gift cards so we could
choose our own presents.
To our dismay on entering debenhams we realised that they have removed a lot of there items from their stores and placed them on line.
Please beware!!!!!!!!!. you can not use your gift cards to buy all of their items on line .
You cant buy kitchen appliances because when you click on them you are transfered to a different web site which dose not accept gift cards.
This is also the same for designer clothing and televisions and home entertainment and anything on the debenhams extra website.
You can only buy whats on the main website !!
Having recieved over £440.00 worth of gift cards for debenhams that we cant use to buy what we need , I feel its my duty to warn everyone about this .
please be carefull when bying these gift cards .
personaly I would go to john lewis .
12th Jan 11 08:01

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Miss Angry

I placed an order on 27th December and recieved the standard bounceback email, then confirmation my order was being packed within a few hours - then nothing until I rang on 5th January to ask what was going on, the lady said the items were dispatched that morning and I should get them by the end of the week or early the following week. Friday 7th I emailed giving my details and when I placed my order asking whre my parcel was, they emailed back asking for my details! Monday morning my husband was home when Hermes delivered but couldn't get to the door in time, my parcel was ripped open and the items were individually posted through my letter box! One was a present for my husband and the other for my daughter. I am sure this must be illegal for my mail to have been tampered with in this way, I am really angry and about to write a very strong letter of complaint! I could go on and on about the dreadful service but really I am just echoing everything that other people have already written.
11th Jan 11 03:01

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desapointed

Hmmm,I wish I was reading all your comments before I placed my order on 27thdec....and of course still waiting for their e-mail..
I will think 100 times before I buy again online from Debenhams!
10th Jan 11 08:01

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blueroses

I too ordered things and haven't recieved them yet, I called the customer service number and they said I should get it this week, I dont mind waiting for it to be honest, sounds like it would be more hassle getting a refund. Don't get me wrong I think it's bad customer service and they need to sort it out. I can completely understand peoples fustration when you need something by a particular date and it doesnt arrive, just remember when you call up its not the poor people's fault it's the company. I wont be ordering from Debenhams again it's too much unperdictable!
10th Jan 11 07:01

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Diana

Further to my last post. I have now received my email from Debenhams.and have collected my good from the store 3 out of 4 items arrived one they couldn't fulfill that's ok don't mind that, I can live with out it!. I hope Debenhams will get their act together and respond to people query's, a quick email to let them know the stage of the order especially when its delayed would be most helpful,and save all the wasted time on the phone. An alternative local number for Deb online just Google SAYNOTO0870.COM and look up Debenhams I used it after paying twice for calls I'd had enough and as I have free phone calls anytime I didn't pay the other call costs. When you ring it goes straight to music just hang on long enough and they will answer .
8th Jan 11 04:01

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grumpyoldwoman

Jen and everyone else; there are several review sites you could leave bad reviews on; You the Jury, Ciao, e-Customer satisfaction are just a few. Money Saving Expert also has a review section.

Leave as many bad reviews in as many places as you can; it may force them to do better or at least warn others not to use them.
7th Jan 11 07:01

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Jen

Further to my post below, I find this so called 'customer service' truly appalling. Thing is, you can bet your bottom dollar that hundreds of their customers will have had identical, negative experiences ... but most of them won't know about this site! We should all contact Trading Standards or Watchdog!
Hope you all have better luck soon. I have no idea what's happening with my order or why I have been charged twice for it. As I said below, I have NEVER encountered such call centre stupidity in all my years.
6th Jan 11 11:01

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Diana

I wish I had read these posts before I made the mistake of ordering from Debenhams online for the first time on 25th Dec. I am still waiting for the email to tell me it has been delivered to my chosen store, even after 2 phone calls to customer service and them telling me the email is ready to be sent on the 30th Dec and again on 4th Jan no email! On 5th Jan I was in my local Debenhams, as I hadn't checked my email that day I asked if they could check if my order had arrived save me getting home only to find an email from them. The assistant was very rude and reluctant to go and look, I had my order with me plus identity and the card it was paid on but she was still reluctant to check, they were not busy as it was very early no customers waiting. As she told me the order had not arrived she looked at the date she said very loud you ordered it on 25th fancy shopping on Christmas day. I said yes my guest had gone and I knew what I wanted. I ordered from M&S as well they arrived by the 30th Dec despite the order saying delivery 5th Jan, excellent service I know where to shop in future and its not Debenhams. I guess reading all these reviews I will be lucky to get my order in a couple of months.
6th Jan 11 07:01

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Kev Whitehouse

My Wife had much the same terrible service. She ordered online on 25th Dec a new purse and was promised 5 days delivery. On 5th Jan 11 I telephoned the customer services number as I had not yet received an email saying the goods were in store. The helpline gave me the tel number of the local store and stated it was in the shop ready to collect. I telephoned the shop and they said it was not ! So, we waited till today, the 6th jan and phoned the shop again, and they confirmed it was in for collection. We went down this afternoon to pick it up and the lady behind the counter produced a black plastic bag with the item in it. My wife asked if we could inspect the goods for damage etc and the lady responded with 'you can do what you like with it once you've signed this delivery note, I dont care.' My Wife asked if we could open it in front of her and she said no, she had other people to serve and we would have to go to the back of the queue again if there was anything wrong. My Wife was fuming and we left promising never to shop at Debenhams online again. Definately the worst service I've had in 10yrs of online shopping, and probably the only online shop where they refuse to give an email address as a point of contact - read into that what you like !
6th Jan 11 06:01

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Kelly

It's good to know its not only me suffering with Debenhams Online, a company of their size should be able to manage an internet based business. I've waited 2 months for my delivery now, I was told there would be a delay due to the snow which I accepted, but surely not 2 months?

I then had an email asking me to review the product I'd bought, so obviously none of their systems link!

The email address to complain doesnt seem to work and customer service are useless, I just want my money back now! My advice is also to avoid Debenhams!!
6th Jan 11 06:01

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Paul

Order placed via Debenhams Online has not been delivered. Phoned Debenhams customer service and they told me, maybe I'll get my goods next Wednesday. This is really poor customer service and I will NEVER purchase anything from Debenhams again. I am tempted to contact Trading Standards as I cannot get a refund until the missing items are delivered.... AVOID DEBENHAMS!!!
6th Jan 11 06:01

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SD

Really poor service - i'm still waiting on my order that was despatched on 16th Dec. Tracking shows it was at the depot from 17th Dec until at least 4th Jan and call cente staff have no explanation of what it was doing there all that time. I am told the items are now to be delivered in the next few days - no good to me as the items are for a holiday I am about to leave to go on.They cannot stop the delivery, divert the package or allow me to collect (despite the Hermes depot being in the same postcode area). They also may try and give the package to my neighbours (WTF?), but won't put it through my door without there being someone there to sign for it.

Visited local store and got good customer service there - now have the items I need plus a promise that they will refund outside of 28 days when I return, should the ordered items ever materialise.

Will never order form Debenhams online again - total hassle from start to.. whenever the finish will be.
6th Jan 11 11:01

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Jen

Absolutely shockingly bad customer service when you try to phone Debenhams. The 'customer service' staff sound like a bunch of 16 year olds bussed in from a London council estate: bored, unhelpful, clueless, indifferent.
It doesn't help that you can't email them. This facility no longer appears to exist, which speaks volumes about the level of complaints they must have received this winter.
I'll be sticking to John Lewis in future.
6th Jan 11 02:01

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John

If you try to order with a giftcard, you are not able to top up with any other payment, so you have to buy something that is exactly what is on the giftcard, I assume it may leave a balance if you pay less, but you will in all probability have to leave some money on it. This is a scam.
5th Jan 11 07:01

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ShellBelle

2nd time ive ordered online from Debenhams and complete RUBBISH! The customer service people told me a complete lie even though I was reading them something off their website. Totally useless. NEVER ORDER FROM THEM!! The email address of head office comes back 'temp unavailable' probably all these people complaining!! What a load of rubbish!!! I am never rude to the person on the end of the phone but it would help if they actually knew what they were talking about! AVOID AT ALL COSTS!!!!!
4th Jan 11 03:01

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S22

Can someone please tell me the email address for debenhams as I ordered things to be delivered to my local store and have not heard anything since 20th december! The email link on the email they sent me does not work!
3rd Jan 11 05:01

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k man

I ordered online from debenhams online to pick up from my local store as they did not have my size instore.. that was 10 days ago and since then I have heard nothing (apart from an email to say they had taken my money). I dont mind so much it being late its the fact that no one contacts you in any way to let you know what is happening. Its just not good customer service...
3rd Jan 11 01:01

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AJ

I ordered items on 12th Dec and was notified they were out for delivery on the 14th it is now 30th and still not arrived. Contacted customer service and was told one of the items had been cancelled (never informed) even though it shows as shipped. The e-mail link to their website is broken or has been taken down on purpose. The courier company they use is Parcelnet who use self employed people with their own transport. All my other parcels where delivered before Xmas even though ordered later via the Post Office, the only other one not to have been recieved is using the same tin-pot courier service
30th Dec 10 11:12

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Debs

Sorry to hear it was a disaster for you, so far I have had no problems and been an online customer for over a year now. They are polite and helpful. I believe honesty is the best policy along with patients when things go wrong. It is no good screaming and being totally rude at them for parcels not received when the whether has been "awful" or any other mishap.

I continue to order and glad to get such good bargains for items that would have cost double in another store.
30th Dec 10 10:12

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billy

tried numerous times to order goods.but keep being told e mail no not correct.my no is right.
so I will not use my debenhams card again.
30th Dec 10 10:12

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Ann

AWFUL! Don't call customer servivce they are the biggest waste pf time and don't actually have aclue what they are talking about! what a backwards company!
29th Dec 10 07:12

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ex Debenhams customer

Thank you for taking the time to write a review for . Your feedback is very important to us and other customers.

I would love to be in a position to review this mirror unfortunately I have not received it. This is the only email I have had from Debenhams since placing the order on 2nd December. No explanation, no apologies, no mirror! I have spent hours travelling to and from the store, hours of frustration on the phone to customer service. Service what service? customer resolution? we will be kind enough to refund your money that we have had since 2nd December on the evening of 21st December and good luck finding a mirror for a Christmas present now! Perhaps Debenhams could have some lessons in customer service from a decent company like John Lewis who really value their customers. In the post my cut up Debenhams card!
28th Dec 10 09:12

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debs

This discussion subject really does make me laugh! I work for debenhams and although there are things that we could improve on as a company I know for a fact that customers are never promised a delivery time as we cant guarantee when the items will arrive to you. We quote 3 - 5 working days as this is the time in which most of our orders take to be delivered. And as for "Frozen Feet" saying that "The only way I can contact them is by phoning a number at £1.50 a minute" is rubbish, the contact centre telephone number is 5 pence a minute and you can also email for free. I know that there can be difficulties with orders but when you call ranting and raving about where your order is do you really think it encourages us to help you? I think not.. next time you call to chase up your order/refund or complain, think of the poor person on the other end of the phone that simply wants to help you!
28th Dec 10 05:12

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I cant buy items from Debenham

I bought some items on 7th december.they told me it takes 7-10 days but today is 28th december. so I tried to send email several times but web browser doesn't work. how can I do that?? how long am I waiting??????? futhermore I can's tracking my pacels T.T
I think they have very rude online service.
28th Dec 10 03:12

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frenchie

First of all I wish I would have read these comments before ordering from Debenhams! I ordered 2 items from their website on 19th december with assurance I would receive them within 4 working days! I am still waiting!!! I twice phoned the customer service HELPLINE ( which was a complete waste of time and money!!!) to be told it could take up to 6 weeks!! I haven't received one single email to keep me up to date! The only thing I was told was that my items were dispached on 21st december! Also my account was debited within few days of me ordering!!! It was the first time ( and the last!) I ordered from Debenhams ! How do they get away with it...I don't know!!!
28th Dec 10 12:12

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frenchie

First of all I wish I would have read these comments before ordering from Debenhams! I ordered 2 items from their website on 19th december with assurance I would receive them within 4 working days! I am still waiting!!! I twice phoned the customer service HELPLINE ( which was a complete waste of time and money!!!) to be told it could take up to 6 weeks!! I haven't received one single email to keep me up to date! The only thing I was told was that my items were dispached on 21st december! Also my account was debited within few days of me ordering!!! It was the first time ( and the last!) I ordered from Debenhams ! How do they get away with it...I don't know!!!
28th Dec 10 11:12

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fairy godmother

Where is that damn magic wand? I will wave the magic wand and all your dreams and wishes will come true but unfortunately the wand cannot be found so you will have to sit and wait.
If they delivered your parcel without needing a signature --- ah well, the temptation to be dishonest is all to much!
26th Dec 10 09:12

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Gwennys got a headache now

Its Boxing Day and still waiting for 2 supposed Christmas pressies which were ordered on 3rd December. Spoke to several "customer service people"(yes the term is used lightly folks) and was eventually told my order was being tracked and I would hear in 3 days. Well, what they actually meant was 3 WORKING days, which I was told after yet another phone call to them. That took me to 22 December and guess what no phone call, didn't actually expect one if I'm honest.
So here I am, I've been asked to review said items and they've had the cheek to bill me for them. The thing is, if they have a signature for the delivery I'd like to see it and it they dont have one, why have the sent me a bill?
Really am not a happy bunny, diabolical service and for goodness sake if you really can't resist ordering from Debenhams Direct make sure you don't need it in the foreseeable future and dont expect a refund if it doesnt arrive.
26th Dec 10 09:12

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pleased as punch!

Funnily enough, I have also heard that some people who had their parcels delivered while they were out, claimed that they were "lost" or "not delivered". I felt a great urge to report them for their dishonesty. Post office normally bears the brunt of these dishonest people.

I absolutely loathe dishonest people!
23rd Dec 10 11:12

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pleased as punch!

I ordered a winter coat on Monday 20 Dec. and they were delivered Wed. 23 Dec to my home while I was out and in spite of the weather and number of orders they have had to cope with, I am very impressed!

Well done Debs!
23rd Dec 10 11:12

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Emily

I ordered a dress in the end of November. I got an order confirmation email saying the dress would be here (in the US) in up to 10 business days. It was late, so I emailed and got a response (finally) saying that it would be here the 13th. Since then the email module no longer exists and I can not call their phone numbers from the US. How do I get in touch with them??? If anyone could help me that would be great!
23rd Dec 10 03:12

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jon

I have emailed watchdog about Debenhams and their very poor on line service.
22nd Dec 10 01:12

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me

I totally agree. I have had a similiar experience with Debenhams. I am still waiting for a refund after 3 weeks .
22nd Dec 10 12:12

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Max

Rude rude rude people....I have just cancelled my account with them. I have found their websites, in house computer systems and staff failing in just about every category possible. Come on Debenhams its not that hard to get it right, surely???
21st Dec 10 05:12

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D Witham

Totally agree...shame we didn't search the web to find your review before we ordered. We have just experienced exactly the same problem with ordering a mirror.....Customer Response is a complete joke! The only response to losing our item was you can have your maoney back. Tried calling Simon Forster Director of Debenhams.com and guess what, they must have hundreds of calls because we were put stright through to Customer Response. The order was done on the 2nd Dec, dispatched the 7th to their store in Crawley, except it didn't arrive and they can't find it. No process with dispatch who work for them, absolutley amazing....if this was my company we would be out of business in the way Debenhams treats their customers....By the way we are Debenhams Gold card holders....guess what? It is being cut up and sent to their MD...
21st Dec 10 05:12

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Parent

Patience is a virtue? More like take your money but don't deliver is what my experience with Debenhams, try having the patience for a delivery for nearly 4 weeks!! Friends and family have been waiting for parcels that contain Xmas presents that they've ordered well before the bad weather as their not into fortune telling and didn't know that they wouldn't arrive. Though if they had a response as to why the hold up or when to expect their parcels that would be a start
19th Dec 10 07:12

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Watch out for Loan Sharks

WORST ever DISASTER has got to be QUICKQUID. You would have to be a bloody drug or alcohol addict to borrow from them.

They charge 2,278%APR. That means, if you borrow £10 over 3 years, you would repay a total of £134,473 over the three years on your £10 loan.

WARNING: DON'T GO THERE! They will take everything from you.
19th Dec 10 05:12

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Debs

I like the bargains and fashion to much and am grateful for the costs spread out monthly. Personally, never had a problem in which case, I will continue. You have had bad luck, shame. Hope it doesn't happen again. Times are tough at the moment.
19th Dec 10 04:12

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Paul

I have recently used the Debenhams online service. I would a say to 'STAY WELL CLEAR of this.' I did not receive any item as the courier never delivered anything, and Debenhams just simply pass the buck to them. I still have not been refunded, over 2 months in waiting.
They don't apologise or seem to care once they have got your money. So although the in-store service may be ok, the online service is a joke and poorly managed. I now will not set foot in one of their stores and I hope the recession calls an end to their online business. They do not deserve anyone's custom. They could take a few hints from John Lewis.
If you read this, please don't use the online service. Save yourself the trouble, as you are most likely to have trouble. Go to the shop instead if you must, but it is not worth the hastle
Paul from London
19th Dec 10 04:12

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Patience is a virtue, kindness

You order far too much! LOL! How can anyone keep up with the demands.
Reality: apparently Debenhams has had a threefold increase compared to Tesco and M&S giants.
Don't forget that the multi-billion pounds industry of Tesco and M&S can cope as their despatch departments are vast in comparison to Debenhams.

I am patient and quite happy to wait. It would seem very unfair to make demands and make people work flat out through all this weather just to deliver my little parcel to keep me happy.
I just cannot be that selfish.
18th Dec 10 11:12

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Frozen Feet

I too have placed an order for 5 items on Debenhams Direct online on the 1st of December 2010. I received 4 of these items but the pair of warm boots I ordered for the snow that we have had never appeared! I keep checking my emails for updates on this item, none received. There is no parcel number on the order so I can't check for delivery status, I've tried to email them for information, this service has been withdrawn. The only way I can contact them is by phoning a number at £1.50 a minute, so by my calculations this phone call is going to cost me more than my £14 boots! This is my first time i've used their online service and needless to say it will be my last. I've used Marks&Spencer's online ordering twice, and at the same time as Debenhams and they've delivered with no trouble or delays, the same with Tescos as well and they both kept me updated to let me know how my delivery was progressing. So how could they deliver my order's with no problems, even with the snow storms and Debenhams can't? If only I could be told instead of the excuses of bad weather, different warehouses etc; etc; I'll stick with before mentioned stores that haven't let me down and wipe my account with Debs.
18th Dec 10 08:12

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Annoyed with Debenhams

100% agree. Debenhams online has been terrible in my experience. Ref the comment below I think that it's far too easy to blame the snow on not fulfilling an agreed order, and that's still no excuse for dreadful customer service. 1 out of 4 items I ordered arrived so snow can't be blamed on the poor experience I have had. Having no email address to communicate with the store and only a chargeable phone number is shocking. I'd advise to stay clear.
18th Dec 10 10:12

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i hate control freaks

and nobody can help the weather can they? Expect a man to speed through the snow to your front door to deliver your outfit or present?
Please don't expect miracles. If you cannot get through the snow, what do you expect?
18th Dec 10 09:12

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It'll all come back to YOU

Customers are ALWAYS right? All Customers are honest?
I heard through the grape vine, that some people (customers) are very dodgy indeed. A few honest, yes, but also a few dishonest, impatient, nasty, unkind, horrible and expect everyone to owe them everything.
When people behave like this, it affects are interest rates. Be aware that catalogue companies, online shops will put up interest rates so high to pay.
The more you have 'problems', expect bigger bills next year!
18th Dec 10 09:12

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Caz

I too wish I had read this before purchasing Christmas gifts from Debenhams. I ordered several items; two of them arrived with no problem and then nothing. I contacted Debenhams Customer Services who said it looked like the remaining items had got lost in the post and offered me a refund - I DO NOT WANT a refund, I want what I ordered and do not want to reorder and pay more postage - I do not want to have to go out into the snow and battle through the crowds to buy in the shop - that's why I ordered online. Unsurprisingly I've had no further response to my emails.
17th Dec 10 09:12

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Helly2809

As a first time user of Debenhams online wish I had read these comments before placing my order. Mine is a similar story ordered a dress for a work do next week on the 6th December with the promise of delivery within 4 days and still no sign of it. According to the couriers website it is somewhere in a warehouse in Leeds due to bad weather conditions. Gave up in the end a bought another dress from another store. Called Customer Services number who said they can't do anything until 10 days from day of dispatched so am calling next Tuesday to get my full refund. I would suggest anyone else in a similar position calls 0844 800 8877 and demands their money back, Christmas is expensive enough this time of year without having to pay for item you probably will not receive until next year
17th Dec 10 07:12

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Jeff - Portsmouth

I ordered a gift for a friend as a christmaas present in the Portsmouth Commercial Road branch the store assistant checked that the item was available before the order was processed and the money was duly taken from my account. The order was placed on 10 December delivery time quoted was 3-5 working days. I called up yesterday to be told "sorry the item is unavailable". in the warehouse and that it is coming from another store and it would not be dispatched until the 20th December at the earliest. Disputing this I was very unhappy as it would not give me sufficient time to wrap and sent the present. I demanded to speak to a supervisor AND WAS TOLD THAT NONE WERE AVAILABLE. I dread to think how much the telephone call has cost me and wait to see if the iitem will arrive. I would never purchase an item in store that has to be delivered as the service appears to be totally unreliable.
16th Dec 10 11:12

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Zebster

Ordered several items from debenhams. They sent 3 items that were completely wrong. ASked them to send me correct items. They would not until I sent back wrong items. Tried to arrange courrier delivery - didn't turm up x2. Eventually returned them via royal mail. They have not refunded me for the wrong items that were sent to me. I have been on phone to them countless times - no resolution. Online store, but no facility to email contact them with queries (it doesn't work!), so using expensive 0845 number. They are a disgrace of a company. DO NOT SHOP HERE!!
16th Dec 10 12:12

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Chilledout123

Give them a break! you seem to forget that with large compinies usch as these they arnt personal attempt to screw things up for you! accidents happen! I ordered online recently and there was a small delay with my order, not a problem I spoke to customer services on 08445616161 and it was tracked and resolved in a matter of days problem solved. When you go in all guns blazing screaming at the poor people who have to work and deal with problems that arnt their fault do you really think your going to get a better result! Probably not!
15th Dec 10 08:12

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flippin heck

With all the bad weather and a backlog of orders, it is no wonder they are stretched to the limit.
Have some Christmas spirit and think of the low paid workers who do their utmost to get everything done 'yesterday'.
There are more important things to worry about than what I did or did not get, etc.
15th Dec 10 05:12

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tommychoo

Ordered 5 items and although items were great, their packaging items for delivery is terrible! Luckily my presents are for my young kids so they are not going to notice squashed boxes and scraped cases but had it been for anyone else the presents would have been useless as by the time they arrived squashed, didnt have the time or money to return and get refunded at a later date. NO EMAIL SYSTEM AT THE MOMENT on the site, obviously too many complaints to handle I guess. Wouldnt use next Xmas!
15th Dec 10 05:12

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island mind

Why don't you lot use the email system? I did, problem resolved.
Unless the problem is the customer?!
15th Dec 10 12:12

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IGillies

Oh dear, Debenhams just dont seem to understand that they have customers to serve. I purchased 2 boxed 16 piece crockery sets and both arrived but 2 cups were broken. I called the number given and was told that to have the cups replaced, I would have to order 2 new ones and pay for them, and the money would be paid back into my account. Whoops no money refunder, but removed from account. I spent over an hour on the phone trying to resolve the problem, an hour all for 2 cups. Eventually this was, as I thought resolved. Two days later, one cup arrives and it is the wrong one! Again I telephone, and its another hour and I am asked to pay for a further 2 cups, which I am assured will be refunded. I advise the sales person that Debenhams had broken their contract with me by not supplying the goods that had been ordered, and that it was wrong to request further payment. I then requested to speak to the CEO and was informed that he refuses to accept telephone calls, so I invited Debenhams to ask the CEO to call me, they said he will not do that. Seems a shame that the CEO cant find time in order to discuss the breaking of a contract with one of his clients, but still allows his staff to demand further payments for the replacement of damaged goods. Mr Chairman, its against the law!
14th Dec 10 09:12

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Toodlepip

I am also having similar difficulties - ordered a christmas gift to collect in store and which I then need to post to a friend. Thought I would have plenty of time as website promises delivery within 4 days but still no sign of my order and no response when try and find out where it is. I will probably have to buy something else so that I can make sure it gets posted on time - such a nuisance!
14th Dec 10 07:12

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Jcruickshank

And I would like to also add that after many google related searches there is a large quantity of evidence that would suggest this is a mjor issue for Debenhams. I am amazed that no one seems to care in this organization, this is my wedding list, and they do not train their staff adequately, do not respond to e mails/calls when agreed, cancel my order with no notification, take over 30 days to refund my money which was with several e mails and phone calls, to now order 3 items from the small 'Weddings electrical' section for them to all be out of stock, no phone call,no e mail, nothing until I chased this order!!! I do think that someone from Debenhams should come onto this site and comment... I have left my name very clearly so that if on a the off chance someone from Debenhams does care to read this, they may contact e and actually help... Now that is a long shot!!!
14th Dec 10 06:12

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Jcruickshank

I had the dis pleasure of signing upto Debenhams for my wedding gift card. I have had nothing but problems and can honestly say I will never use them once this dispute has been resolved. The furniture was por quality, you can't actually order electricals only a very limited range (Which turn out to be out of stock) and the service is so poor!! Never ever use this company
14th Dec 10 06:12

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Hopping Mad

I have had a similar experience with Debenhams online. Waiting endlessly for a delivery (the length of delivery time being constantly changed) that no one seems to know even vaguely when it may be. Went through to 'customer service' to get no help whatsoever. Tried to escalate it but was told they would not take my call (!) I said 'why, are they too afraid?' Eventually somone from Customer services resolution took call. Told someone would return my call - of course no one did. I will continue to advise anyone thinking of buying from Debenhams online not to bother - I am sure another dept store would give you much better service. Like the person above it does become very stressful trying to get someone on the end of the phone to give you a solution rather than a paltry 'I'm sorry'. Two solutions at the moment: cancel order or continue to wait for unknown delivery date! Brillliant?!!
14th Dec 10 05:12

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scuba

Ive order 2 items form debenhams around the 4th of december. I gave them a little wile as the weather was a bit poor. When I orderd I was advised 3-5 working days. Its now passed that so I called them, spoke to an advisor, I asked where my order was as the taker only stated order generated on the 7th of december. I asked about the progrees of the items, The advisor told me that I would need to contact 'hermes'. the courier company that they use. I contacted them and they advised that as ive ordered with debenhams only they can check the order progress. he did say however if the status was ' order generated' he thought that they hwould not have even recieved it yet. I got back in touch with debenhams and spoke to a custoemr resoltuion team manager and asked where it was. they told me they couldnt track the order, they didnt know where it was or when it would arrive. They said they could only requst traking info form the courier after 10 working days of being late, they would email the courier company and would respond in 72 working hours. this would basicly take untill the 23rd of december just for me to find out the progress, incase you havent guessed this is a christmas present. I find it ridiculous that such a high profile department store has such poor customer serice and completly unwilling to help. I even suggested a way to resolve the issue. I have a debenhams dept store fairly close by, I was to busy initially to buy the items hence ordering online, but suggested to the advisor, hey why dont you arrange with my local store to get my items redy and I will go and collect them, problem solved.... not quite, debenhams cant do that unless I want to go to the store, pay for the itmes again, wait untill the missig items turn up, and then and only then I can cancel the original oreder an claim a refund. needless to say I am very angry, dissapointed and will never use debenhams again, john lewis all the way!
14th Dec 10 04:12

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scuba

Ive order 2 items form debenhams around the 4th of december. I gave them a little wile as the weather was a bit poor. When I orderd I was advised 3-5 working days. Its now passed that so I called them, spoke to an advisor, I asked where my order was as the taker only stated order generated on the 7th of december. I asked about the progrees of the items, The advisor told me that I would need to contact 'hermes'. the courier company that they use. I contacted them and they advised that as ive ordered with debenhams only they can check the order progress. he did say however if the status was ' order generated' he thought that they hwould not have even recieved it yet. I got back in touch with debenhams and spoke to a custoemr resoltuion team manager and asked where it was. they told me they couldnt track the order, they didnt know where it was or when it would arrive. They said they could only requst traking info form the courier after 10 working days of being late, they would email the courier company and would respond in 72 working hours. this would basicly take untill the 23rd of december just for me to find out the progress, incase you havent guessed this is a christmas present. I find it ridiculous that such a high profile department store has such poor customer serice and completly unwilling to help. I even suggested a way to resolve the issue. I have a debenhams dept store fairly close by, I was to busy initially to buy the items hence ordering online, but suggested to the advisor, hey why dont you arrange with my local store to get my items redy and I will go and collect them, problem solved.... not quite, debenhams cant do that unless I want to go to the store, pay for the itmes again, wait untill the missig items turn up, and then and only then I can cancel the original oreder an claim a refund. needless to say I am very angry, dissapointed and will never use debenhams again, john lewis all the way!
14th Dec 10 04:12

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scuba

Ive order 2 items form debenhams around the 4th of december. I gave them a little wile as the weather was a bit poor. When I orderd I was advised 3-5 working days. Its now passed that so I called them, spoke to an advisor, I asked where my order was as the taker only stated order generated on the 7th of december. I asked about the progrees of the items, The advisor told me that I would need to contact 'hermes'. the courier company that they use. I contacted them and they advised that as ive ordered with debenhams only they can check the order progress. he did say however if the status was ' order generated' he thought that they hwould not have even recieved it yet. I got back in touch with debenhams and spoke to a custoemr resoltuion team manager and asked where it was. they told me they couldnt track the order, they didnt know where it was or when it would arrive. They said they could only requst traking info form the courier after 10 working days of being late, they would email the courier company and would respond in 72 working hours. this would basicly take untill the 23rd of december just for me to find out the progress, incase you havent guessed this is a christmas present. I find it ridiculous that such a high profile department store has such poor customer serice and completly unwilling to help. I even suggested a way to resolve the issue. I have a debenhams dept store fairly close by, I was to busy initially to buy the items hence ordering online, but suggested to the advisor, hey why dont you arrange with my local store to get my items redy and I will go and collect them, problem solved.... not quite, debenhams cant do that unless I want to go to the store, pay for the itmes again, wait untill the missig items turn up, and then and only then I can cancel the original oreder an claim a refund. needless to say I am very angry, dissapointed and will never use debenhams again, john lewis all the way!
14th Dec 10 03:12

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juju

PS: Does anyone know of a different department store in the UK, where online ordering is not such a nightmare - for delivery in the South of England.

Thank you.
14th Dec 10 04:12

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juju

Ordering from abroad for delivery in the UK - a nightmare! I have placed numerous orders, only to receive an email a couple of days later to say that the order has been cancelled after I failed to pass security checks because the ordered contained alcohol or knives. I am a 45 year old female and ordered a mug with a little bottle of bells (Hot Toddy Mug)!! This is the first EVER time in my life that I have experienced so many problems ordering online. I have been informed that the order has been cancelled, but do not know if the entire order has been cancelled or only the "very dangerous" Hot Toddy Mug - there is not order number reference in the email. If you try to email the customer services department, you receive "automatically" a response that the email channel is down. I cannot reach the csd via phone as I live abroad and the 08 phone numbers do not work from here.
An extremely dissatisfied customer.
14th Dec 10 04:12

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XmasShopper

I've only ordered with Debenhams Online twice and neither order has worked out, but I've found their customer services to always be polite.

First time round, Debenhams used a delivery company who left a parcel of clothes in our recycling boxes outside our front door as we weren't in - recycling boxes that were full of bottles, etc. as it was recycling day. Yes, we came home to find a note saying where the delivery company had left it, and to find some emptied boxes! I have to say though, this was the fault of the delivery company and that Debenhams customers services were nothing but polite and agreed that I could re-order the items at the same price as I had previously. It was just unfortunate that 2 of the items were no longer available. I re-ordered the other three items and they were delivered to my nearest store within a week.

Second time round, I purchased items on the 17th November to be delivered to store (so learning from the first experience!), thinking this would be in plenty of time for Christmas. So far only one item on the order has been delivered to store, another has been refunded as was damaged in transit, and the other item was 8 bowls - 4 have arrived in store, the other 4 are damaged. Damages happen, delays happen. But I only found out about these problems today (12th Dec) because I called Customer Services to find out if all of my order had yet arrived as I haven't received any automatic updates for over two weeks. Surely these are things that I should have been emailed and informed about? Again, the customer services agent I spoke to was polite and as helpful as she could be, but unfortunately, that meant not particularly helpful at all. As Dilbert says, the people on the end of the phone are trying to do everything they can, but just don't have to power to do enough.
12th Dec 10 05:12

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hayho

Dodgy customers outnumber honest ones. I have heard about cheats - where some/many Customers have cheated, swindled, altered, damaged or 'not received' items and then blamed the company.

I wish the companies would be stricter with their customers who seem to be having one problem after the next - (perhaps removing them from ordering), deliveries (signed for only), etc, etc.....!
12th Dec 10 12:12

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onlineshopper

Tried ordering something on Debenhams website last night. OK until you get to the payment - doesn't seem to be accepting any of my cards (which I know are all OK). Is anyone else having this problem?
12th Dec 10 10:12

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Griff

Wish I'd seen this site earlier. Still waiting for a '4-5 day order' which has now been over 27 days and still no sign. Customer services you can rarely get through to and when you do they do not have a clue; if you ask to speak to someone in charge they put you on hold and you never come off. Emails are either bounced or not answered. Yes, it's a busy time of year, yes, there are some weather problems, but it does not excuse the lies told on the web site or the lack of response from the poeple whose job it is to help. Never, ever, again.
11th Dec 10 07:12

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Hayman

FED UP, just stop shopping in Debenhams. They never blame the courier for stealing. If it was delivered to you without a signature than customers are known to be very dishonest too.

Courier service causes problems for you so just get up and walk to the shops.
11th Dec 10 07:12

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FED UP

Phoned, computre down. Phoned again got through person was pleasant.Ordered 30 November. Informed that part of my order was stolen by the courier and no cannot replace the goods. "We will give you a refund " Of course I 'll have the refund. As for the rest of my order. No idea where it is Coming from Southhampton, am giving them until Wednesday although reading all the reviews I do not hold out any hope. Customers do have the right to ask which courier companies you use and who mans the depots ? Seems like thieving magpies to me . Don't be enticed by sale pitches in future, they mean nothing when you loose out. We all need to contact WATCHDOG and get Anne to interview the new MD
11th Dec 10 05:12

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Juicy Lucy

Dilbert, have to agree with you. I have never heard of such a bunch of impatient, rude,nasty, greedy people. I am glad I do not work in customer services and I don't think this lot can do their own job any better. One would need a thick skin to listen to this lot!
11th Dec 10 09:12

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Dilbert

Well, this is all very interesting... I work in customer services for Debenhams and this Xmas period is a nightmare. Those of you who have only just used the service for the first time, I'm sorry that it hasn't been a great service. But try sitting at a desk 9-10hrs a day, with a headset on and getting it in the neck from customers. There has been many elements that have caused problems and I admit there are a few things that Debenhams could improve on. However its so frustrating when you try and do everything you can for the customer, yet you just can't do enough as you don't have the power to.

Now, obviously if someone experiences bad service they google the company and find sites like this. They then go "oh, thats so true I'll share my experience" and it blows up like this.

When you need an item for your wedding, you don't order it 2 days before.
You can't order something in the evening and call up in the morning, complaining it's not on your door step.
Also, if you put down the wrong address on your order we can't magically change the address when the item is in transit.

Sometimes, the monkies are not always the ones on our end of the line ;)

I really do enjoy helping most of you out, alot of you are very nice and patient. But some of you actually scream and shout and throw insults at us. Most of you at some point in your life have worked in a customer based role, you know that it's not always easy being on the other side of the counter.

The next time you call up Debenhams, remember the voice on the other end of the line is a person too. It makes us more inclined to do everything we can to help you :D
11th Dec 10 12:12

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Rosalind Stead

Exactly the same experience. I was bombarded with e-mails regarding the online discount of 20% with free delivery and decided to order a jumper on 02 December, 2010, delivery within 4 working days. They accepted my order, took the money out of my account, but didn't mention anything about having problems with delivery. I called customer service today and they said it would probably be delivered within another ten days due to the adverse weather conditions. There has been no further snow here since I placed my order, so they obviously knew there was a problem when they accepted the order, but it was not mentioned or I would have gone directly to one of their shops. Unable to cancel the order as their e-mail service in unavailable and needed the item as per their delivery terms. Will definitely not shop with them again if this is the type of service they provide.
7th Dec 10 12:12

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Michael Baker

Very poor experience this weekend. Ordered an item to be collected at store, and paid online. Went to store to collect and was told it was not ready, and I should have waited for a 'despatched' email. Found the item I wanted on a shelf (with about 10 others) but was told could not have this one, unless I wanted to pay for it and then cancel my original order. I said OK, paid, and was then told I would have to cancel on line! Emailed so called Customer Services, to get a reply that the email chanel was down, but to phone the 0844 number, phoned the 0844 number, recorded message 'staff shortage mean delays, please email' - round in circles! How this 'coolect at store' service is supposed to maek shopping easier I have no idea. Shame they don't have the same system as Argos, seems to work just fine!
5th Dec 10 04:12

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PssdOFF

what a disaster, ordered some boots to store, decided I didn't want them so emailed Debenhams who said I had to go into store to open the parcel and can return it immediately. Made a special trip to Debenhams, and went through the above. Still no refund. Again got in touch with Debenhams who said go back to store! I WILL NEVER SHOP WILL DEBENHAMS AGAIN. I'd rather go without.
2nd Dec 10 01:12

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stressed out

My first experience with Debenhams online services - what a disaster!!**!!
Received incorrect item - so phoned. Was told their computers down and asked to ring back in an hour.
Phoned back in an hour - told computers still down, wring back in an hour.
Asked if this was a freephone number -NO they said.
Asked if they would give me a freephone number - there isn't one.
Asked for an address to send my bill to - there isn't one.

Customer services?? - don't make me laugh.

Still no nearer returning the wrong item for my correct one - MIND YOU, I THINK THE ITEM I'VE RECEIVED IS PROBABLY WORTH 4 TIMES THE ONE I DIDN'T RECEIVE - MAYBE I SHOULD KEEP IT.

What a poor excuse for an online service. Do they employ monkeys? Don't they know how to use pen and paper? Are they programmed to only use computers? Are they robots? Don't they have brains? Does the world end when computers go down? Don't they have an emergency procedure which kicks in DURING EMERGENCIES?

Why don't we all send them a bill for "Administration Charges including Phone Calls - £15 should be OK" - Does anyone have an address??
1st Dec 10 03:12

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P***ed off!

Debenhams online is the worst I have ever come across. I run 5 catalogues and have no problem with M&S, Grattans, Kaleidascope, La Redoute and Next :- Payment and customer services and website are very good.

Unfortunately, Debenhams online and Debenhams Finance with Santander is the awful!
They mess up my password, nobody can help. There is no listing of the items I have purchased - not even on the monthly statements sent to me.

Telephone or email makes no difference - they cannot resolve anything.
They cannot tell me my order history. Their computer system will not register me because the system recognises my email address.
Online won't accept my password, even though they sent it to me.
The phone rings for ages and I am sure that when they finally answer it, they give you a load of waffle that is actually no help at all.
On the phone, they tell me that they have sent my password but they hadn't.

Debenhams - Santander are the WORST service in the world. I am not exaggerating.
1st Dec 10 12:12

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Lil1984

Wow, not just me then! Ordered a hoodie online last week - thought I would collect it from the store to get it asap. Should have been there within 4 working days - it is now day 6 and I am still waiting. Customer services says I have been given false information, they are sorry but cant do anything about it. I have no clue where my order is and whether I am going to get it in time. They cannot guarantee anything. My money has been taken out of the account, I cant get a refund - or I could go into the shop and get the item there myself and when the delivery does turn up, go in and get a refund myself - so what was the whole point in ordering it online in the first place???? Absolutely useless!!!! I know this is the first and last time I will order anything from Debenhams again.
30th Nov 10 12:11

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Sonia

I've had an almost word for word simular experience over a special promotion, Diesel fuel for Life for half price. I ordered this item and paid for it by phone from the Debenhams Store at Guildford. They didn't find it difficult to take my money but found it impossible to send me the goods. After countless e-mails and 10 days later they have said they are out of stock and will not be re-newing the offer, hopefully I'll get my money refunded but I will have to keep a vigilant check on my bank statements to make sure. All telephone calls seem to be at £1.50 per min.
28th Nov 10 01:11

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Breenster

I ordered a gift for my wife instore as it was not listed on the Debenhams website. The store assistant did check it was available (13 in the warehouse) before the order was processed. Delivery time quoted was 3-5 working days. I called up today to be told "sorry the item is unavailable". Disputing this I demanded to speak to a supervisor who apologised for and told me the item was unavailable, querying the stock levels I was told "sorry the system isn't live. However she was able to re-order the item for me today. Strange. fingers croseed it arrives.
27th Nov 10 04:11

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cw

debenhams credit cards - no statements for 2 months had to ring to make payment by d.d. if had not would have got interest charged.Just had to ring again ,to be told if I want a copy of the statements have have not received I have to pay £3.When I finaly do receive my statement and pay in full, debenams credit cards and santander have lost my custom.
26th Nov 10 07:11

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diane sampson

I so glad I thought it was just me and what was I going to do its just not good enough spending money to be told we have no trace of your order or telephone call the money has not been taken from your account.ordered trapper hat for cold weather now freezing cold waiting since the 16thnovember order never put through new apple computer would not except there e mail address I lost two long detailed emails that failed to save, phone line would not gove me a tel.no. thank you very much.
25th Nov 10 05:11

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UnhappyCustomer!

Am I glad I found this page!! I thought it was just me!! Ordered a 'bed set' which to me (and the customer service guy I spoke to) means a cover and pillow cases. Apparently not. Even though the description says 'set', it shows a 'set' and doesn't mention anywhere that you have to buy all the items individually to make up a 'set'. I emailed Head Office and got the automated 'Your email is important to us we will endeavour to respond within 3 working days blah blah blah' - I did not receive a reply, Emailed again with a read receipt attached only to have a 'Your email was deleted without being read' Customer service?!!! I will be using other websites in future!
23rd Nov 10 10:11

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al mc

Debenhams credit card- absymal service. 30 minutes in a queue. Offshore agents who cannot reset a password and unblock my account to allow me to use my on-line account. It's paperless, so I have no idea of the balance and can't change it to paper statement without logging on (which I can't do)!!!. Rang Santander who host the service, they can't help because they don't deal with Debenhams accounts! This is a basic summary, multiple phone calls of 30 minute durations, at 10p per minute. It's cost me £12.00 so far! I hate them and I am writing the obudsman because otherwise it won't get recognised. They are a disgrace and I will never buy anything from them again.
22nd Nov 10 12:11

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Jill

I have just had exactly the same experience with Debenhams - I ordered a dress on 7 November to be delivered to a store and it said you would get regular updates regarding delivery - I didn't get any. Went to the store just in case to see if it had been delivered there - but no. Emailed Customer Services - took 2 days to reply - they said the dress had been despatched and would arrive soon. Yesterday I got an email from Debenhams asking me to review my purchase - so I sent another email to customer services saying I would review it if I knew where it was. Today there is still no sign of it so I rang Customer Services - they said it had gone to the depot and they didn't know anything after that and I would have to wait another 4 days to telephone in again for them to investigate it. Now this afternoon I have had an email from them saying it has been lost in transit and they are giving me a refund - so nice of them - but I would rather have the dress. I have to wait 3-5 days for it to appear in my account - I just hope it does after reading some of the other comments! I will NEVER order anything from them again. BEWARE!! I would just like to plug Wilkinsonplus though - ordered something on Saturday night - I had an email on Monday to say it was despatched and then on Wednesday they rang me to say it was instore waiting to be collected - What a difference - if you read this Debenhams take heed and learn a lesson!!!
18th Nov 10 03:11

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simon

Re : Debenhams online. We ordered an armchair - and were told "4 working days delivery" - after 5 days we heard nothing, then queried, then heard nothing, queried again to be told 12 weeks delivery - a joke !
18th Nov 10 01:11

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Julie

Similar experience - I bought two items in Wallis Debenhams in a Liverpool store. I live in Scunthorpe which has no Debenhams. My items did not fit when I got home and I telephoned Debenhams to arrange to post the items back and get a refund. They are really not interested, it doesnt matter who you speak to - nobody is interested. Customer service is a joke.
17th Nov 10 12:11

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Ollytol

I sympathise with this lady. I too have had a miserable experience with Debenhams Ashford branch . I wished to redeem a debenhams giftcard but no one I encountered at the store was able to work the till to redeem it. After 20 minutes of waiting I was asked to "come back another day"> I posted my complaint online,giving them the number of the card. An investigation was promised but that was 3 weeks ago..nothing since. I then wrote a letter to HQ Welbeck St and have been asked where the gift card was purchased etc. As if I would purchase a card for myself! I prefer to use cash. My advice is don't purchase debenhams gift cards...you wont be able to use them due to staff incompetence and lack of training!
A second incident...I ordered some goods on line not realising an e mail had arrived offering 15% off online purchases literally 2 mins later. I e mailed customer service asking if this could be applied to the order I had just placed, giving order no etc. Not a chance ...I had a curt and rude reply. This would not happen in John Lewis where customers are of paramount importance. I will not be shopping at Debenhams again
7th Nov 10 03:11

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ann spark

I trie in vain to change perfume from debenhams store my sister bought it for my birthday and askrd for madamoisel perfume but whe n I opened it it was coco chanel we just wanted a straight swap as my sister left on holiday right after event I thought I could go into store with it still packaged the same way I received it they would exchange for me they even denied it was bought fram a debenham store as they said they didnt use chanel ribbon on there parcels so went back a second time with sister in tow still they wouldnt budge this is not the first time I have been left with goods I didnt want compared to other stores yours is a nightmare I have spent alot of money with you and so has my family this was below the belt
31st Oct 10 01:10

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bumbleclut

A big thank you to all who posted here about Debenhams Direct... was just about to order an item and decided to google their returns policy, which led me to this page which I visited out of curiosity. As a result I have not gone ahead with my order as I couldn't bear the stress everyone has been subjected to, just to order online! thanks again.
30th Oct 10 11:10

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CAZB

I am still trying to get a refund for a £59 jacket I purchased at the end of March which I returned a week later in April. Bizarely the jacket got delivered again to me in August!!! Rang Customer Service and they sent me a pre-paid envelope to return it back to them!! Mid-Ocotober STILL waiting for a re-fund despite numerous lengthy calls,most lasting 30+ minutes!! What gets me is if this item would have been purchased on my Debenhams card which is was not, and I hadnt yet paid the bill I would have had a minimum of £32-00 a month added for not paying!!! I am beyond annoyed with this company. One of my phone calls, 5 weeks ago I was told by a Supervisor that my money was being put back in my account while I was on the phone. IT STILL HASNT APPEARED IN MY ACCOUNT!!!!
16th Oct 10 09:10

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tibby

You want to try working for the company !! Staff are treated appalling for minimum wage.They use bullying and intimidation tactics constantly,we are threatened on a daily basis about the opening of accounts ,we are told we could be given written warnings for failure to open accounts.They ask us to stick to store policies and when customers complain about the information we are giving a Manager comes along and over rides exactly what we have been told to tell them .!!! We had 78 new members of staff walk out after a day or two working for Debenhams.When I started working for the company we had a wonderful store manager but since his departure its just got worse.Debenhams are only interested in profit and do not care on iota about customers or staff oh and I have been exceedingly lucky to find another job.
12th Oct 10 06:10

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GeePee

I buy from abroad with M and S and Next and Littlewoods. Debenhams Direct just have not got their act together in this in the way other firms have and really it is not even a question of the left hand not knowing what the right hand is doing. They simply have only one hand.
8th Oct 10 10:10

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Sledge 2000

Bought a dress for a wedding 24 Sep. No news after ages so emailed to ask where it was. Didn't bother to reply. Phoned today, dress out of stock but they never bothered to email me this, pretended there was a problem with email. Saw the same dress in the right size the day after I ordered instore but didn't buy as I 'd already ordered online. Now I've lost the dress altogether. Can't believe this of such a respected company. Rubbish service!
5th Oct 10 04:10

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Rose

I had bought a wedding dress from Debenhams two weeks ago in the sale. I had been to the Manchester and Oldham store and they didnt have the dress inmy size. The trafford centre store had the dress but it had make up on so I ordered it on line from the store, and got it ordered to my parents house as I dont want my fiance to see the dress before the wedding. I was told 4-5 working days but was told there may be a delay as it was the sales and they had more orders than usual.
After leaving it 10 days I phoned the number I had been sent by E-mail confirming my order. I was told they had canceled my order due to the item being a low stock item and I should have recived a E-mail informing me this.My account had been re funded.
So as you can imagine I thought I had no wedding dress and had my heart set on it. The girl on the phone was a dimond and looked on the system at all the stores in the Manchester area and gave my Oldham and Bury numbers. Luckily the Bury store had the dress in my size and the girl at the Bury store was also very helpful and reseved the dress for me. Luckily I got my dress after a lot of stress and time, but I was charged the full price. I some how feel cheated like they didnt really want to sell this dress in the sale.
23rd Sep 10 10:09

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Disgusted of Birmingham

Couldn't agree more. Have had a similar experience with a recliner. Do not expect messages to be passed on. And get this, they offer a tracking service but the courier isn't even the one delivering the heavy stuff! Just for small items. It's the worst I've ever experienced. What is the best way of highlighting such shoddy service as there is no one to complain to by phone. Apparently they stop you by saying you've escalated as far as it goes. Never again!
21st Sep 10 06:09

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John

I have paid off my Debenhams card each month in full, but yesterday a statement arrived saying that the payment was late and demanding £12. I rang Santander who refused to cancel it. I was also told: "What do you expect if you don't pay be direct debit?" My bank statement shows that they received the cheque before the due date so I'm off to the FOS to complain. I advise anybody in the same situation to do this. There are more complaints against Santander than against any other bank. Oh, and Debenhams have just lost a customer who has been with them for nearly thirty years.
11th Sep 10 11:09

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Scarlet11

Absoluty agree - I have not bought something from them since last nightmare 18 months ago. Their costumer service was the WORST I had ever had - really bad. I still like some of their clothes but am simply refusing to buy from them ever again - if something goes wrong there is NO help from them, so No thank you forever!
10th Sep 10 06:09

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Bob

Debbenhams Direct is a complete shambles staffed by people who should not be in the retail trade. They have absolutely no grasp of customer relations and their communication skills are abysmal.
Do yourself a favour - take your business elsewhere.
3rd Sep 10 05:09

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sally2

I am still trying to get a refund for a jacket that I purchased online through Debenhams Direct. I have had a horrible time with their customer services, who have stone walled me and I cannot get any information about my returned item. I am almost tempted to give up on the refund because I find the rudeness of the customer service is making me feel ill. Absolutely disgusting service and no redress, a bunch of on-line, retail cowboys! Avoid!
2nd Sep 10 04:09

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tlc ipswich

my friend and I visited the resturant and ladies toilets on the 31st aug 2010,i was appalled at the food we recieved and the crockery was dirty,i can apreciate that they have a high turnover but the straw that broke the camels back was that the ladies toilets were dirty,no toilet paper and two toilets were available when the other six were out of order,i can honestly say that I will not be spending my money to eat again,let alone use the public toilets........ipswich.......
31st Aug 10 08:08

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RON

went into debenhams 26 aug 2010 wanted to buy a toaster kenwood one on display no box cant sell that one sales assistant said because its exdisplay I can order the same one for you online instore ok I said paid for it went home three days later toaster turns up at home free delivery new thing instore opend to find wrong toaster not only that but the product hed been out in the field because the security tag was removed plus a sale sticker redused to £20 rang up online debenhams told me it was an discontinued prod exdisplay take it back to store for refund went to store told yuo have to send this back to online were not allowed to take electricals back spoke to the manager (brilliant guy refunded) told me I had been given all wrong info by online sales dept and this prod should never have been sold under its condition I once thought debenhams was great and trustworthy not any more (BEWARE WHAT YOUR BUYING ASK LOADS OF QUESTIONS BEFORE BUYING)
26th Aug 10 09:08

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CE

Wish I had read all the coments before I ordered !!!!!
25th Aug 10 02:08

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CE

Spend my wedding vouchers in Debenhams A item that needs delivering been trying to check to no avail because even though I have all the paper work my husband signed .(who is now away on business ) cannot be told the delivery time even though they have my home address and telephone number and I have quoted all the order details .!!! wont be shopping at debenhams again
25th Aug 10 02:08

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gd

PLEASE BE ADVISED DEBENHAMS CARD QUERIES ARE DEALT WITH BY SANTANDER NOT DEBENHAMS- THEY ARE 2 DIFFERENT COMPANIES!! Also delivery is an estimated time of 3-5 working day and you would not be contacted if there is a problem with delivery of an order unless they are made aware by the courier service they use!..... come on people this is common sense!
19th Aug 10 05:08

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SPJ

I called into a Debenhams Department store this afternoon; I wanted to buy a pair of Mens boots for winter. They didn't have my size and was marched over to a computer to check stock. Again, not showing in my size in any store. Another assistant escorted me to another computer with a different web site (not sure which?) but amazingly my article could be ordered in my size and colour. I asked how long the delivery would be? As I was moving abroad in 14 days, the reply was between 3-4 working days.
Now I am worried after reading all these articles I will be leaving the country without my purchase. They seem to want to take my money rather quickly and yet when I try to look up Item and Size, it keeps saying 'out of stock'
Come on Debenhams.......I was a Debenhams Gold Card Holder for 10 years, I've given you plenty of my money over the years, how about giving something in return, like offering good customer service.
18th Aug 10 06:08

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Jen

I had the same problem, and I agree they are the worst company I have ever had the misfortune to have ordered from. I never recieved my order but the money was taken, I also sent the 12 emails it took to get my money back to the head office. This happened to me 16 months ago so It would appear they are still not bothered with customer service.I have never entered a Debenhams store or gone on line with them since, and I never will. Lesson learnt !!
11th Aug 10 10:08

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Karen

I ordered two tops to be delivered to my debenhams store as I was in the area and could collect - one of the tops was not suitable so I rang customer services who told me that the only way to return it, is by taking it back to the store! They could not collect it and I could not post it back to them?!?
This is totally and utterly a lack of customer service - you cannot get the store number - it has to be the 08.. numbers, nobody is interested as they have had your money.
I will never use their internet shopping service again - I advised them to tell customers to try on goods delivered to the store in their changing rooms, so you could then return them there and then.
I am at a loss as to their complete lack of service
4th Aug 10 05:08

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Mrs R of Edinburgh

I have just cut up my Debenhams card and will not shop there again as have been totally harassed by Santander because I was on holiday and did not send a £4.50 min. payment! There have been daily calls to my house from people who mostly cannot say my name or speak english properly and who demand I give them my address - I asked for my account details and they refused so I refused to talk to them. For two years my payments have been on time and in full, so why would they harass a customer of good standing? Santander you are run by idiots & bye bye Debenhams!!
2nd Aug 10 08:08

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s williams

I bought a kettle from debenhams and paid for it with my debit card the assistant advised me to have a store card to save money this was may 2010 I have never used the card but I have been haveing threttening letters ever since and am beening charged for late payments I have been told by the store card company that they do this all the time . but they are not willing to sort this out I advise any customers not to have a store card from debenhams
26th Jul 10 06:07

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Burch

Sorry In my letter I omitted the word NOT before the word "QUOTED"
20th Jul 10 11:07

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Burch

On my June Bank Statement I had "Money Out" £36.38. The description was " Direct Debit
Santander C ards U ". This information told nothing . Santander covers millions as you kn ow
I spent two hours at my local Bank but the telephone no. was just not being answered.
the operated just kept saying they were very busy. I then tried at home during the evening and the same happened. It cost me a lot of money and no result. Why was the name Debenhams
quoted. I found it at last by delving through all my various statements. Why is this please
20th Jul 10 11:07

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Tilly mint

I was very interested to read this review as I am new to this website and was thinking about placing an order. I think the way in which you have been treated is disgraceful and in this age of technology there is no excuse for this appaling treatment whatsoever. Congratulations for perserveering.
17th Jul 10 06:07

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susan

Totally agree with comments made terrible on line service 7 days in no del or card left have to wait another 10 days before even tracking can be done. Dont order on line your money will be gone in seconds & god knows if your item will ever arrive & no one cares . This is debenhams we are talking about they would be better of posting it .Never have I known such incomptance dont bother with them there are plenty of companies eager to please with a service that actually works & a courier that does aswell.
9th Jul 10 09:07

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John

I recently tried to return a handbag bought from Debenhams because after 14 weeks one of the handles broke,I was exasperated to be told that the period for fair wear and tear was only 12 weeks! and we had exceeded that by 2 weeks therefore we was not entitled to any refund or
recompense. We were also told that customer services did not exist within the store.
and obviously no effective quality control methinks!
21st Jun 10 03:06

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j oliver

I am appalled with the ordering service.i ordered and have payed for a top on 11/05/10 which I still haven't received.i have lost count of how many phone calls I have made to customer services.i have been fobbed off each time.no one has called me back,still no top.i worked in retail for 18yrs I have never come across such bad customer services.will be taking this to the MD and watchdog.
8th Jun 10 08:06

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Furious from Newcastle!!

Was thrilled to find Debenhams had a suit for my son to wear to his Grandfathers funeral, could not find one anywhere else, however has it appeared - NO got through to customer services who maintain that they could nothing as they have to allow the courier service at least 7 working days to deliver before they can enquire. Meanwhile Hermes the courier company say I must deal with Debenhams! Apparently it depends what warehouse the goods come from as to how the item is sent! I was given no chioce at checkout as to how it was sent, even Royal Mail would have been quicker! Never use Hermes if you can help it as they never attempt to deliver on a saturday especially if you live even a few yards from the beaten track! Debenhams equally appauling the "not our problem" attitude really made me furious and there is no way I will ever buy anything from there again. Head Office not interested, so much for the ecconomic downturn and customer satisfaction!
1st Jun 10 05:06

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Emma

I have ordered lots and lots of items from Debenhams and never once had any problems. One of my best friends also works in the Debenhams head office and so for those of you that say that nobody cares in the department I know for a fact is not entirely true.

My deliveres have always been received in the time frame that they have given me and we must not forget that the deliveries are going to be dependent on the courier service. The items aren't shipped out from the head office!

Just like any company, Debenhams do have problems and my friend says it all the time that theres things she wants to change (in fact everyday she has some kind of complaint) but whenever I have had to speak to the call centre they've been nothing but helpful- maybe im biased because I personally know the people that are working there, but I don't think the people that work there are trying to inconvenience customer on purpose which most of you seem to think is the case.
22nd May 10 11:05

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abba

I forgot to say, I have just sent an email to watchdog regarding Debenhams, maybe if we all did this, watchdog might take up our 'cause'.
21st May 10 02:05

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abba

I too, I am at the end of my tether with Debenhams direct, they are the worst company to order anything with. No one seems to know what is going, I am still waiting for a hat, and repeatedly phoned customer services and they don’t seem to have any record of my order, to make things worst I have to keep calling this 0845 number, which is very expensive.
I will be advising all family and friends never to buy anything from Debenhams direct full stop.
But in the mean time I have been charged for something which I haven’t got.
I hope the MD reads his customers feelings and thoughts on Debenhams.
21st May 10 01:05

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VAnesa

I work in Debenhams, and have customers compalining all the time, waht is funny is that the some of the staff there dont want to be bother with customers.Lucky I work on concession, and I still have problems with Debenhams staff. they are lazy, arrogant and discriminatting in every way...well done for posting this so people can see what ishappening there. Regards CArdiff store
21st May 10 10:05

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LO

Ordered a bridesmaid dress at my local store on Saturday to be told it would be delivered to my home address within 3 - 5 working days. Good on debenhams, delivery arrived on the Monday, but nobody was at home, note put through my door to say that they had left the parcel in my blue garbage bin at the front of the house. I was so angry, who in there right mind would do such a thing. I have spoken to someone at my local store who said what was the problem is it damaged! I said no it's not, but it is the principle. The dress is for my daughters bridesmaid and to be treated in such a manor is unbelievable. Still waiting for a statment back for Debenham head office. Very angry customer!!!!!
18th May 10 10:05

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RICHARD BROWN

I too have had a terrible experience with debenhams,we bought a nest of tables ,(paid for by debit card) the money left my account within 5 minutes!!!! the items were duly delivered 3 days later ..BUT WERE DAMAGED DUE TO POOR PACKAGING) I sent them back via debenhams official carrier,the very next day.
that was more than 2 weeks ago
I STILL HAVNT HAD MY REFUND DESPITE NUMEROUS TELEPHONE CALLS.
I HAVE NEVER ENCOUNTERED SUCH POOR SERVICE
14th May 10 10:05

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ali

first and last time I ever order to it took me 14 days too get my jacket after calling them 5 times what a joke
1st May 10 10:05

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fed up customer

well first time I have ordered on line from debenhams and the last,i had no problem with the quality of cloths,its the returns department that as made me angry.i spoke to a young man who refused to give me his name,not even his first name,he kept telling me that the order number I was giving him was not a order num,even though that was on my statement,he the said that my post code was not my post code and I would have to phone back later.I ask if I could speak to someone else and he just put me on hold,20mins later no one had still answered the phone,he did this on purpose,i put the phone down and phoned again and spoke to someone else, giving them the same information and this was correct,i asked the new opperater if I could speak to someone about the first opperater I spoke to,and if the call would of been recorded and he said hold the line I will put you thruogh to jackie,with that the line went dead (great) and I bet he is sitting in his little office feeling quite pleased with hiself.well its people like me who keep him in a job,a little respect for the customer would go a long way,out of princable I will not be ordering on line again from debenhams ,and I think head office should be recordind calls so they can identify disrespectful staff.this affair have took me half of my day to sort out shame on you.
23rd Apr 10 12:04

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niki

There ordering service is a Shambles. Tried to order Bridesmaid dresses in my local store,Ipswich, as they didnt have the sizes they checked on the computer and the Romford store had them but they said I'd have to pick them up. So I asked my sister who lives nearer to get them. She went to the store and they didnt have them so after a staff member checked the computer and found some in Bristol she ordered and paid for them. Days later we were contacted by customer services to say they were out of stock. My sister went back and a helpful member of staff spent the best part of a day phoning other stores making sure they actually had the dress in their hands and could deliver. Success I finally got them, however meanwhile I had ordered 4 in size 6 two 8's and a 10 from Ipswich(different member of staff new they could do this)she checked computer found plenty in other stores so order was placed and paid for. Days later got a call from customer services the 6 and 10 were out of stock but the 8's were coming. waited 5 days before calling again to be told the whole order had been cancelled as dresses out of stock. I explained how they had messed up this and my previouse order and asked to speak to a manager to complain, at which she promptly HUNG UP on me. I have complained by e-mail but have received the usual apology letter that they send to everyone(same words, I know, as my sister complained too and got the same reply)I will never use their service again.
22nd Apr 10 05:04

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Debbie B

I agree I returned some goods 1 month ago and still have not received any confirmation that they have received my items.I have emailed them 15 times! I returned to Oasis on Asos on same day and received refund in my bank account weeks ago. The worst online service I have ever experienced. Could someone tell me the email address or name and address of the head honcho at Debenhams I would like to tell them that I will never buy from Debenhams in store on on line ever again! Absolutely disgraceful service.
20th Apr 10 07:04

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Beverley

I too am very unhappy with Online ordering at debenhams. I bought a pair of high gloss patent shoes for a birthday present, and each pair has been delivered to me damaged, with obvious dents and scratched on the heels where they have been rubbing together, and other items resting on them in transit.The packaging is totally inadequate, they are packaged inside a clear polythene bag with no protection, inside a polythene outer delivery bag. This is obviously what they class as adequate packaging for shoes. It really is a joke. I feel I have given them enough chances to correct the packaging issue, so will be demanding a refund and returning this last pair.
19th Apr 10 12:04

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sandra

I bought a rug instore to be delivered to my home has they had none in stock that was the 29th of march been waiting in ever since debenhams do not give you a date or time just say wait in for it to come well in store was told 3 to 5 working days but ring and complain they tell you 10 days please someone just give me my rug you see I am one of those rare people that have to save for things I wish to buy and when you have saved your money for a time to pay for something you realy realy want it is not good when again you have to wait and wait for nothing
13th Apr 10 04:04

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Collette - Poynton

I have also had a very negative experience with an online order with Debehams, after 7 days awaiting the order, I decided to go into the store (Stockport) after asking several people 'where do I go to collect orders' I had to wait while they unpacked them, then I was handed 1 package and told all items were in this package, after getting home I discovered 1 item was missing, tried to email, several phone calls, when I got through to Debenhams online they said I would have to go back to the store, I did not want to have to pay parking charges again, so they gave me a direct phone no. for the department, 3 days later I am still trying to get an answer. NEVER AGAIN!!!!!!!!!!!
8th Apr 10 05:04

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ashadow

I would just like to say that the same goes for the new 'Collect in Store' service they offer. It claims to be delivery within five working days, but what they neglect to mention is that that is five working days from when they dispatch the item... which can be 5 or 6 days after you place the order!

Plus absolutely no information on the status of the order unless you call up, n which case you can get your dispatch date but nothing else, and no estimated delivery time. Avoid!
7th Apr 10 09:04

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Miss Perfect

I too have had a bad experience with Debenhams Direct, and now intend to start a group in facebook to warn others from ordering online with them. I also intend on contacting trading standards regarding their terrible treatment of customers and lack of response to complaints. And would advise others to do the same
1st Apr 10 07:04

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Gill

Hear Hear, I too have had an appaling experience with Debenhams Direct and am still waiting for a response from them.
1st Apr 10 07:04

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PinkClare

I have had a very similar experience. I ordered a dress for store pick up. After 9 days I didn't hear anything and called the customer service number. They couldn't help as it was too soon for me to call! I rang back 5 more days later. They told me to call the store who didn't answer their phone! I called back again and was put on hold for around 15 minutes. I called again and was told that they had to cancel my order and then re-order it again. They had absolutely no explanation for this rubbish service. I have now e-mailed to complain which they have not replied to for 4 days. The staff are helpful in the stores but this internet service is useless!
30th Mar 10 10:03

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pnest

debenhams ordering service is an absolute disgrace, none of their staff seem to care, I would totally advise against using it
28th Mar 10 11:03

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debit boy

I cant say I have experienced anything but good service from Debenhams online.

Recently I have placed four separate large orders, all have arrived within three working days and twice I have had to return items and these have been picked up by a courier within a day and my refund processed within a couple of days.

I work in a bank so just a couple of comments on some of the negative points raised:
1. Debenhams or any other Mail Order company do not take payment immediately. The card is checked that enough funds are available for the purchase and the amount held until the order is ready for dispatch and then the funds are released to the retailer. If the item is out of stock the retailer sends a message to the customers bank to release the held funds. if there is a delay it is because the banks do not action the release quickly enough.
2. Your covered under the distance selling act so there is never an issue returning an item as all retailers have to accept your return as long as it is unused, packaged and in a resaleable condition.
3. Just because some people have had an issue with any company do not reject using them based on the testimony of others. John Lewis and all other retailers have satisfied customers and those that are not and a recent survey shows that over 98% of us have been satisfied with our online purcahsing experience using online retailers. I certainly could bore you all with my shopping experience with John lewis for furniture over £4000.00 that went wrong but that is my opinion and why should my negative shopping experience stop you from using them. Dont cut off your nose to spite your face!!

I know what it is like to be annoyed but things go wrong people, it's life and can we all say we are perfect and never get things wrong in our working lives and our employers are spotless!!
25th Mar 10 09:03

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freightking

So so glad I read this before placing an order for several items. I normall read at least 3 or 4 customer feedbacks before deciding, but this sounded a nightmare. Have now placed orders with John Lewis who I have used several times before with great results and service. You may pay a few pennies more but it's more than worth it for peace of mind. These people should wake up and smell the grass, especially given the present financial climate.
24th Mar 10 01:03

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Ellie

I was just about to visit Debenhams onlineto look at clothing but this article has changed my mind.
24th Mar 10 07:03

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Little red hen

Not only is the on line shopping customer service non existent it is no better for personal shoppers. After 4 e mails to the company- unanswered apart from the aknowledgment, further e mails now are completely ignored.
I fell into a trap of agreeing to a store card and later finding that although I had paid by cash , the sum was debited to the card. A nice little bonus for that sales assisstant.
Debenhams show no concern about her lack of honesty .
Beware .
22nd Mar 10 09:03

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notahappybunny

I too am having trouble with an on-line order which I decided to collect in store to save on postage.i had placed 2 orders a couple of days apart so when I had the confirmation the first order was in store I decided to wait for the second confirmation which came through 5 days later.i went to store to collect and the sales assistant provided me with the second order but couldnt find the first.she shrugged her shoulders and said she would have a word with the manager the following day and some one would definitely phone me.am still waiting for the call.have sent 3 emails to customer services and have only had the automated reply to each.i'm finding their customer service is none existent which is suprising for such a large concern.tomorrow will go back to store and if cant get any joy will demand to see some one in authority.
18th Mar 10 10:03

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mrsabrooke

I have had the most appalling service from Debenhams online service.
I wanted to return a product because they had taken so long to deliver it that I no longer needed it. They insisted that I sort out the returns with the manufacturer ( Tripp Luggage) and not the supplier (Debemhams) which, as I understand it, contravenes the Sale of Goods Act. I complained several times in writing, each time going to someone more senior - I had to keep writing as I felt I was being fobbed off. Finally, after trawling the internet for a name, I wrote to the Head of Customer Management. I thought that if anyone in the company cared about customer care it would be him. I received a letter back in keeping with previous ones I had had. I asked for compensation for such poor service and each time this was ignored. I can only conclude that Debemhams' idea of customer service is quite at odds with my own. I will definitely not be using thier online service again.I would also urge anyone else to be very wary if doing so - please do not expect good customer care. John Lewis, they ain't!
17th Mar 10 02:03

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fonters

I know. I purchased some stuff and the really nice lady said I could be entered into a prize draw for giving feedback on the internet, address details on back of receipt. I thought, why not. so I went online to give some feedback/enter into the prize draw and could not find the site printed on the back of the receipt. how frustrating!!! so then I went on the normal website to send an email to let them know of the problem. I drafted a nice note explaining the above. gues what? no response from debenhams, not even to say thanks for the feedback, we will look into it. very odd the whole thing makes the mind boggle!!!
3rd Mar 10 10:03

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nat

I had a similar problem myself, but luckily paid with credit card. All you need to do is ring up your credit card company, ask to speak to retailer disputes and explain the problem. Within a week I had a letter from my bank telling me my refund request had been successful and my money was paid back. Honestly do not waste your time with these idiot retailers who employee muppets instead of customer services representatives and you will be a lot happier!
17th Feb 10 04:02

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Sharonp123

I too have had endless problems having placed an order through Debenhams online. If I email for an update I am told to ring them. I have spent over 27 minutes on the telephone and believe that if I have placed an order online I should be able to deal with any queries online and not have to pay a large telephone bill for my trouble. I am sick to death with them and will NEVER order anything from them again. I will print off all my correspondence so far and post it to their Head Office, although having read the other gripes on this site I may be disappointed.
9th Feb 10 03:02

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pip

Can anyone tell me why it takes Debenhams so long to refund? They are the only company I know who take your money instantly before you get the goods and then take an age if at all to refund items sent back. Their process is some what antiquated & laborious. I never have a problem with any other company it's instant refund every time. I guess it's because Debenhams likes to earn interests off our money by holding back for as long as they like. Well done Debenhams you certanly know how to rip your customers off.
3rd Feb 10 04:02

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Gaynor

I absolutely agree, after trying to order a make-up brush set from them, I was apalled at their service and customer care. I would advice anyone to NEVER USE DEBENHAMS ONLINE SERVICE, IT IS DISGUSTING!!!!!
27th Jan 10 12:01

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Pooh Bear

I too have had horrific experience shopping online including being charged for goods not recieved, told I could not receive refund for goods that were faulty because I had not returned them within a month (THEIR FAULT AS COURIER DID NOT ARRIVE) not replying to countless emails and dozens of phone calls where cut off and told matter would be resolved. They owed me a credit of over £150 and then charged me a late payment charge of £12 to my Debenhams card, I have had to spend more which I do not want to as they cannot refund me in any way other than to the Debenhams card so tough if you do not want to buy anything else, and am still chasing up a credit for a missing parcel they never reply to emails and phone calls are taking up to half an hour and nothing resolved. Avoid
22nd Jan 10 02:01

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Karen

Oh dear,
I wish I had read this before I ordered on-line from Debenhams. Iam stuck in a similar hellish cycle, but your article helps put this in perspective. The lesson is keep a record of all correspondence.
Thanks for taking the time to write the article
16th Jan 10 12:01

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sketch

Buying things in the Store is clearly the best option...it can even be fun!
3rd Jan 10 11:01

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hacked off

Yippeeeee! Got my refund today AT LONG LAST!!!!!! Only been waiting since 12th Nov. Apparently there was a problem with the IT systems. Just drafted a VERY long letter to the Managing Director but I bet I get the same attitude as the Customer Service Advisors.
23rd Dec 09 02:12

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l Philiips

I have just experienced the same poor customer service from Debenhams delivery service - I would never consider using it again - the attitude of the customer service agents demonstrated no concern or interest in the customer and the problem was left unresolved with a 'tuff luck not my problem'
23rd Dec 09 02:12

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unhappy shopper

I've just been on the phone to chase an order (that I chased earlier in the week and was assured it would be with me by today.) Apparently there's been a fault on the online system that means a lot of people's orders did not go through. Because there's such a backlog, there's no guarantee that it'll get here in time for Christmas. And by the sounds of the comments below, a refund is going to be hard to get. Just what you want for Christmas!
18th Dec 09 03:12

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hacked off

I have been waiting for a refund for items I sent back on 12th November 2009 and as of today 16th December I am still waiting for it - despite numerous assurances it will be in my account in 5-10 days, 7-21 days and lastly 3-5 days. I am starting to get very weary about the whole thing, especially when I get hung up on because the so called customer services dept don't know how to deal with customer services. Where do I go now as regular e-mails and calls aren't working!
16th Dec 09 10:12

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stressed

I ordered a candlestick and was sent a frying pan ! Pan collected by courier 5 weeks ago, still no credit to my card. Phoned 4 times, left hanging on for over 10 minutes each time, still not got to speak to anyone in refunds. Sent an e-mail to head office asking them to reply within 3 days - still no reply. So I've basically paid for a pan that I didn't want and still don't have my candlestick which is now out of stock. All I want is my money refunding for the wrong item they sent me.
14th Dec 09 10:12

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andy

hello im having the same problems with a Leather chair/Stool ive ordered.

I did phone them up and the guy was pig rude to say the least If I dont get any word from them by tuesday its been 2 and a half weeks and its the same story 'it with the delivery company'

I will NEVER order with them again its the first and last time.
13th Dec 09 11:12

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TRACY "SKI COUNTRY"

Hi there, just came of the phone to customer services at debenhams, What a joke! they don't know the meaning of that title! I ordered an item for my husband online using my debenhams card. It arrived broken with nails sticking out everywhere and as a result badly cut my hand. Tried calling the number on the paper work to return the item and was told I could not return this item without my husband making the call as the account was in his name even though both our names are on it and we both have our own debenhams cards. There is nothing written on there website or paperwork stating that this is there stupid procedure. So basically after a "27 min (at my cost) phone call talking to a NON ENGLISH speaker I am left with no option but to let my husband know what I got him in order for it to be returned. I would have returned it to a store but the whole point of buying online to avoid such stress of a two hour round trip to my nearest store in Aberdeen. She made no comment to my injuries which I mentioned more than once. I have purchased from NEXT and JOHN LEWIS for a long time and have never had any problems like this. I will never use the service again and would advise anyone who doesn't need any more stress at this time of year to do the same. AVOID AVOID AVOID DEBENHAMS ONLINE AT ALL COSTS. AND THERE ARE COSTS........
11th Dec 09 10:12

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Kathy

You are lucky you got any response, I ordered some items and got an email to say they have been dispatched and nothing since despite 2 phone calls ( left hanging on for 13 mins 0 assured that order was on the way, but no response whatsever from my emails except an acknowledgement
10th Dec 09 04:12

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Gainsborough lad.

I avoid buying online if I can, I had two exhausts, (not from deb's) the middle silencer box on both didn't line up anywhere near the brackets where they should have done,

I use shops now, at least you can go back and complain at 5 mins before closing time.
1st Dec 09 10:12

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Stressed Christmas Shopper

I have had a similar experience. Ordered 5 photo frames. Four of them were smashed, although this wasn't much of a surprise as they were packaged in ONE sheet of tissue paper and a flimsy box. I have spent 1 hour and 30 minutes on the phone, on hold. I was cut off several times. I have been refunded for 2 photo frames but am still waiting for a refund for the other two, over a week after the refund was apparently authorised.
All my emails have been ignored.
They also charged my card more than I had confirmed the order at.
DO NOT BUY FROM DEBENHAMS ONLINE> SAVE YOUR TIME AND MONEY. They are by far the worst online company I have ever bought from and I buy things online a lot.
1st Dec 09 09:12

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angry shopper

Just tried to order an expensive xmas gift through Debenhams online during their supposed great 25% discount weekend - but never again! They rejected my order after 7 days so I missed the discount (very convenient!). Then calling to complain customer services told me that I couldn't purchase the product online as my order would be rejected again and refused to tell me why due to security reasons. They then proceeded to tell me I was possibly a fraudulent purchaser and more than likely now I was ‘in their system’ all my cards would be rejected?? The call centre manager was extremely ignorant and when asked if I could purchase the product from a store he told me no stores stocked it so I couldn’t purchase the product. This was a £400 gift – obviously Debenhams is so big now it doesn’t need xmas custom!!!
1st Dec 09 10:12

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Debenhamsnotcom

Here here, having problem returning Web items delivered. Have been told they have no system for returning concession items and will have to travel over 50 miles to the nearest store with that concession. What a crap system in the 21st century.

Will definitely give debenhams.com a wide berth in future.
28th Nov 09 05:11

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Deb

Visited Debenhams store in Cardiff 19th October and purchased a childs coat from the Duffer dept. When I returned home to Newport I noticed that not only had I been slightly over charged but the security tag had been left on the garnment. I contacted head office who told me they would,nt reimburse my travel expense and said I would have to contact the store. The store told me they also would,nt reimburse me. I am totally discussed that this is not my fault that the store left the tag on and I have have to make a journey back to Cardiff unnecessarily
20th Oct 09 04:10

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TJH

This has confirmed my fears. My order is just 3 days overdue (ordered 10 days ago) and I'm furious at the lack of information and the 'oh well' attitude from customer services. They have my money (taken instantly at time of order) and I have no idea when I can expect to receive my goods. Nowhere on their website does it indicate that delivery may take more than 5 days. I feel this is misleading and encourages people to order under false pretenses.
19th Sep 09 02:09

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Peter

I used debenhams.com to buy something on a wedding list which seemed to work OK. A couple of days later the order was rejected "card not authorised". In fact, after many calls it turned out the item was no longer stocked and the error message was incorrect.
I ordered an alternative gift, and all seemed OK and my card was debited.
One month later my card has been debited again in a different amount. I'm in France and I don't look forward to trying to sort this out since, despite my prior complaints, there is still NO telephone number you can dial from outside the UK.
Needless to say, I shall not be using their website again.
12th Sep 09 07:09

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nikki

How I agree with you. I used Debenhams online for the first time a month ago. Out of the 4 items ordered, I immediately received an email to say they were out of stock. That was credited back to my account ok. When I received the rest of my order only one of the items was correct.
I telephoned them and explained and they said they would send me a returns note. Instead of 2 bathtowels I got 1 bathtowel and a very large man's polo shirt, not much difference!! They also said because of the error made they would reimburse my postage, which again was credited a few days later. However, I am still trying to get the credit for the incorrect item which was sent to me. I have decided to forget it because it is costing me more time and money to try and sort it out. It is the worst online store I have ever dealt with.Needless to say I will never deal with them again.
13th Aug 09 12:08

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E McAlonan

I ordered a leather cube from Debenhams ,the courier tried to deliver on 23th July 09, I was at work. left card to say they would deliver next day with a telephone number which I called left message to say that unless they could deliver before 1pm ,iwould be at work also was going on holiday and not back 2nd Aug09,guess what tried to deliver on the Friday afternoon ,I have left my phone number never called. communication is everything with customersand this is something that they dont seem to care about,today I was at home until 16.40.when I got back they had tried to deliver again ,phoned customer service told as it was the third try it will go back to warehouse and until they receive it Iwill not get a refund until then,spoke to a nasty agent who was anything but helpful.
3rd Aug 09 07:08

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Marion C

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!
30th Jun 09 04:06

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JenPen

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.
1st Jun 09 02:06

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TDS

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!
15th May 09 02:05

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garrytheskate

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
9th May 09 12:05

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Joe Daniels

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.
1st May 09 06:05

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blue123

then find them from somewhere else!!! why ring 16 times anyway? good lord people
27th Apr 09 11:04

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Sarah

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!
16th Apr 09 12:04

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Charlie

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
29th Oct 08 11:10

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Francine

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.
28th Oct 08 11:10

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Helen.

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!
21st Oct 08 07:10

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JA Kemsley

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.
16th Oct 08 12:10

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seriously7

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.
13th Oct 08 11:10

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MA Cheshire

It seems that Debenhams are generally poor with customer relations. I wrote to them with a constructive complaint and never had the courtesy of a reply. They have put me off shopping with them in the future.
4th Oct 08 12:10

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Fed up

Wished I had read this before I placed an order with Debenhams Diredt.

On Wednesday evening I ordered a dress I wanted to use my Debenhams Gold card but the payment page asked for a start and expiry date which the card does not have so I telephoned Debenhams Direct who told me to try entered a made up date 12/09 - who would have thought of doing this!!!!

Any way the order went through but when I checked my emails I had two order confirmations. The order had been duplicated.

Within 10 minutes I once again telephoned Debenhams Direct who told me they could not help as the orders were not yet displayed on their screen and I should ring back Thursday, this I did but still they could not help, then decided to email.

On Friday I emailed again but as you say no reply - not even aknowledgement of my email.

Today Saturday Istill no resonse so have wasted 1 hour on the telephone only to be told both orders are in transit. What a terrible lack of communication and no service at all.

I expect they will be efficient enough to add both payments to my account! I also intend to write to the managing director thanks for the address - would like to know his name. Perhaps he might read this and learn something - I suppose he will blame any fall in business to the current poor financial climate but we as would be customers know why.
4th Oct 08 11:10

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halla

You lot are very funny
I hope everyone has managed to get their situations resovled. I received a replacement order on monday, with no warning or phone call like I did previously. I happened to pop back to the house as I left a bag that I needed for my few days away and a van was blocking my drive. The driver then tells me I have a package from debenhams and I have to sign for it. It was the replacement chairs. Now if I hadn't had gone back home for the bag I wouldn't have received the package.

Not impressed at all. Never ever shopping with them again
2nd Oct 08 10:10

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sunshine

just realised my spelling was terrible in my last post, that's the last time I type with my baby in my left arm :oD

I hope everyone has managed to get their situations resovled. I received a replacement order on monday, with no warning or phone call like I did previously. I happened to pop back to the house as I left a bag that I needed for my few days away and a van was blocking my drive. The driver then tells me I have a package from debenhams and I have to sign for it. It was the replacement chairs. Now if I hadn't had gone back home for the bag I wouldn't have received the package.

Not impressed at all. Never ever shopping with them again
17th Sep 08 01:09

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sunshine

I am in the process of dealing with them now. The service is terrible. It has taken 2 1/2 months for me to talk to someone with manners and who also seems quite helpful. Ordered 2 pairs of dining chairs, 1 pair was fine the other had screws missing. I was told that they could just order the missing screws, 3 days later I receive a call stating that I would have to send the whole package back beacause the supplier would not supplt screws. Fair enough. I received a second set with the box clealr a return package as the box was damaged and the tape used to secure it was different to the other package. Also the bags the screws were in was torn and sellotaped together. And guess what there were parts missing again. I immediately got on the phone to them again, again I was told the parts could be ordered even though I told them this had happened before but I was assured that I could have them. Again I received a phone call telling me I had been mis-informed and that I would have to send the whole lot back.

I told them to collect their product and provide me with a full refund and the service was not acceptable.

Up until this morning I was still wating for a response of some kind, and a refund. I called head office and spoke to someone there who claims to be dealing with it, this has been going on for way too long, I am giving them 10 days in which to sort it out.

Just to add I find the comments made by blue to be very strange. Many people have worked in retail, myself included, like it or not, wjen you're at work you are a representative for that company, and you are supposed to provide a good level of customer service, professional conduct is required at all times no matter if the person on the other end is upset, frustrated or rude, there are tactful ways in which to deal with all types of customers, which I was taught in my training. So I find the comments you made rather misplaced
5th Sep 08 03:09

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Sally

I had exactly the same experience after ordering a gift online. As my Father's 60th was approaching, I decided to buy him something special and ordered 'gift experience' for him. Imagine how embarressed I was when it came to his birthday and his present had not arrived!

Like yourself, I had to email the company, and eventually, the gift arrived. But of course my Father's 60th birthday had been and gone by then.

To add insult to injury, I recently recieved a lvery generic letter from Debenhams informing me that they had credited my account with £3.95. I can only assume that they have refunded the delivery charge as the letter did not state why I was being credited. Nor was there any hint of an apology!!
14th Aug 08 03:08

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Paul

They are a joke - the email responses are ajoke - the online service is FREEMANS not debenhams.. DO NOT ORDER FROM THEM!!!
11th Aug 08 01:08

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Nicola

Surprise surprise.
Exactly the same with the 'Debenhams to you' order service. Tried 4 times on the 08445 616161 number and 4 times I was left for over 30 minutes on hold.Still no order after wasting 2 hours trying so I called Head Office 0207 408 4444.Even worse ! Very rude woman who claerly has zero customer service skills that advised me to keep trying and there was nothing she could do.
Debenhams needs a shake up as it obviously is loosing trade from all angles.
4th Aug 08 09:08

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sheila

WARNING - Debenhams online are very poor ordered a dress and then they say it is not available but they charged me the delivery £4.00 for the T shirt I ordered with it. I only placed the order for the dress so cheek they charged me delivery for something that was an add on. Their online service is a joke as is their complaints process.
30th Jul 08 08:07

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DotMGF

I had a similar experience. Ordered a wardrobe and chest of drawers at the same time. Wardrobe was delivered as promised but chest of drawers never appeared. Contacted them by phone and e-mail (they ignore emails) several times but they kept moving the delivery date saying it was out of stock. I ended up cancelling the chest of drawers and buying elsewhere but don't have a matching set!

Wouldn't order from them again.
28th Jul 08 12:07

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blue123

How is she meant to protect you against fraud other than you giving her security qu answers?? What else is it expect to be over the phone??
24th Jul 08 07:07

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Alan P

I have just tried to report a possible attempt to get me to divulge details about my Debenhams account over the phone from an unauthorised source. The Customer Helpline on the back of the statement took me to someone (after the obligatory automated system) who was simply not equipped to deal with the situation or didn't understand what I was saying. She just kept saying she could give me details of my account if I gave her my security information. Seems that prevention and notification of fraud isn't very high on the list of concerns. Not sure I have the time to follow the advice from others below but it is very frustrating to try and be a responsible card user when the response is so poor. .
23rd Jul 08 02:07

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Homer J

Debenhams numbers are under their contact us section - if you don't want to use their 0845 numbers, simply goto www.saynotto0870.com and type in Debenhams, the first number that appears if their customer services London number, ring it and ask for the Internet team. I fget put through nice and promptly with little delay.

As an aside, I had to ring them recently as an item we took delivery of was damaged. Got through right away, they offered a replacement or a hefty discount. Took the discount as it was worthwhile, credit card was credited within 5 days. Have always found their service to be good.

Though there will always be examples of where things don't go quite right for people.

Personally, I have always found that keeping calm and being firm and forthright with people pays dividends. And bear in mind, the person answering the phone won't be able to really help you, simply push to speak with a manager.

If you want bad service, try BT - no one can beat them for shocking service.
14th Jul 08 11:07

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Lesley Hawkey

I have had a similar experience .. an amazing run around. Placed a big order for Royal Doulton and received confirmation email. Then received (three days later) an order stating some items couldn't be delivered - actuall ALL of them! (A list 9 entries, 33 items - how strange that all of the toal list {not some} could not be delivered) - mostly Doulton but also a knive block. No explanation so I called and have spent several hours trying to find out why my previously confrimed order "not be delivered". Check my bank account and at least the charge is not on my account. I will never deal with Debenhams for anything - in recent months I have three more expamples of their chaos. If the brand wants to provide online shopping they need to take responsiblity for the issues big and small. Seems to be the worst case of bad management I have ever experienced.
2nd Jul 08 12:07

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blue1234

My salary? I don't even work for Debenhams but have had experiance of working in retail and as I use eBay a lot I've had to use Royal Mail and know their policies. I just think it's rude to personally attack people based on them working in a call centre or them following the guidelines they have been set.
Every company has to have regulations to keep everything going regardless of how angry/upset/disappointed the customer may be. Just think how the person who has to say that must feel, they must dread it!! I know I would.
And I know the contact numbers because I've used them myself and recieved orders from Debenhams with 2 working days and had courier collections and deliveries with no problems.
A lot of what I said is pure common sense, every time I try to get through to o2 I wait nearly 10mins but I just know there busy. It happens and I don't see why people get so stressed about it??
30th Jun 08 10:06

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MikeP

I have no experience of dealing with Debenhams online but I am astounded at blue1234's comments which imply that the customer does not have the right to complain aboutt shoddy service.

Strongly worded emails are not necessarily abusive, and of course abuse is not acceptable, but criticism and complaints are.

You would do well to remember that it is the customers who pay your salary.
26th Jun 08 04:06

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blue1234

Can I say how ridiculous you all sound!? You have no idea how much training and effort the "people on the phone" go through. As for "I was promised a 4 to 5 day delivery so after day 6 with no sign of the goods I started chasing" Give me a break, it clearly states 5 working days on the internet site so I haven't a clue where you got a "promise for 4" from?
"I explained all this to the advisor on the telephone, who said there's nothing they can do untill 10 days after my order was placed." This is because if it is sent via royal mail THEY (not Debenhams staff) DO NOT enable you to start tracking it until that date.
Also, if you guys did your research about contact numbers on the website they are in an obvious place under customer service and contact us and it clearly states what each dept is for.
And as for waiting times when calling, it doesn't take a genius to assume that, oh what a surprise, they are rushed off their feet because it is such a popular service. Which also applies to the emails that are sent, if they have customers constantly emailing how are they ever meant to catch up and no doubt you expected an email back the very same day in a few hours? Do you realise how many emails they must get a day? Considering that it is all over the UK and ROI? And to be honest, how many sites can you say email back the same day?
" Too top it off, the advisor on the Debenhams helpline hung up on me. I have sent very strongly worded e-mails, and never had a reply," What a surprise? Would you email back if someone sent you rude emails? And if your telephone conversation was as "strongly worded" as your email then the advisor had every right to hang up on you, why should they be expected to sit there and be wrongly verbally abused by someone? How disgusting and abismal is that!?!
26th Jun 08 02:06

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Sam

It is not just Debenhams that throw off a poor service. Think yourself lucky if you happen to find a half decent service of any kind in this country, whether it be culinary or market goods.

We even have bin men (always will be referred to as bin men) with major attitude. I have a green and black bin side by side. Black was full so I left inbetween both bins a sheet of polystyrene.

They didn't take it. It was obviously too much of a challenge for them and had to retrieve it from a hedge further down the street.

I would love to see tham all laid off, replaced by Chinese workers willing to do the job properly. Why? It is nothing less than they deserve.
19th Jun 08 10:06

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Amanda

I ordered items for my nephews christning online, as they did not have them in either of my 2 local stores. I was told delivery would be within 5 days, but I ordered the items 16 days before the christening to allow plenty of time. The christning has been and gone, yet still no items. Every time I telephoned I was fobbed off. I waited in during the day (work nightshift) to ensure I would not miss the delivery within the 5 days allocated. On the 6th day (past delivery timescale) I explained all this to the advisor on the telephone, who said there's nothing they can do untill 10 days after my order was placed. On the 10th day I called again, again advised that they can't do anything at this time. I asked for the contact number for the courier co, as perhaps I could contact them myself, I wasn't given this info. I was advised that Debenhams can't chase up every order that goes missing immediatly after the 10 day scale, as they are a large organisation and this wouldn't be practical - to my thinking this indicates that this happens regularly, I think Debenhams need to revise this policy, I have ordered goods from John Lewis before, and had to contact them regarding delivery, the advisor took my contact number and telephoned me back within 25 minutes with an update on my order, they too are a large organisation, if they can do it why not Debenhams. Too top it off, the advisor on the Debenhams helpline hung up on me. I have sent very strongly worded e-mails, and never had a reply, despite debenhams having a large sum of my money, I have no items!!! I would not recommend shopping with Debenhams online!
19th Jun 08 10:06

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john

terrible service.
ridiculous wait time on the phone. clueless staff on the phone!
7th Jun 08 11:06

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Primavera

Hi,

I have the same problem, the dress I ordered was damaged so I returned it via curier but forgot to include the paperwork. I called them up to ask for the postal address so I can send it, the woman said "look on the website" and put the phone down. I can not find a full address to send the paperwork.

Stupidly I re-ordered the dress and 10 days later I have not received anything. Could someone please advise me what to do next? I emailed them about my second order but no joy yet.
29th May 08 12:05

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Helen

I have had a similar experience. I purchased a soundwave Ipod docking clock radio as a Christmas gift for my sister in law. The item stopped working properly after a couple of weeks and then the ipod also failed. I contacted Debenhams direct and was advised to return the item for a full refund. The goods were returned in Feb but no refund was received. I have chased this every couple of weeks as there are no responses to my letters and emails. Last month I finally got my money back but I am still chasing for the £80 repair bill for the Ipod. The service is appalling and I will not be shopping with them again.
28th May 08 02:05

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M Cullen

I actually had a great experience with Debenhams online.
I ordered my product on Thursday May 15th. It arrived at my work address on Tuesday May 20th just before my lunch hour!! I had no issues apart from the fact that their e-mailing updates are too slow and did not tell me when my goods would be dispatched!
20th May 08 01:05

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PR

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!
24th Apr 08 06:04

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D Bond

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
19th Apr 08 03:04

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Joanne

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.
9th Apr 08 05:04

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Annette Dunne 49 Suffolk Cresc

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.
9th Apr 08 10:04

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silverweb

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.
9th Apr 08 08:04

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having a great friday night!

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...
4th Apr 08 10:04

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roottoot

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!
20th Mar 08 12:03

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Very Frustrated.

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.
19th Mar 08 08:03

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Grumpy old man.

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.
19th Mar 08 02:03

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Annoyed student

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.
17th Mar 08 02:03

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Vicky

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.
15th Mar 08 08:03

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ayo

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.
11th Mar 08 11:03

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Nikki

I had exactly the same problem but with river Island there is absolutley no customer service you feel like your e-mailing a brick wall took 3 and half weeks of very stressful e-mails until I recieved a refund they insisted that it would take them 28 days to look into my case.As a good will gesture they refunded my postage costs they are having a laugh as I NEVER recieved the item.I will never shop with them again.
8th Mar 08 08:03

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ladylaura

update: well I recieved one of the coats I ordered, the other one was cancelled siting it was out of stock. anyway the jacket they cancelled turned up on the site again and because I really wanted it I decided to risk it and order it again and guess what - I recieved it today - yay! what I also recieved today was a letter from debenhams about my previous order and explaining that the jacket was out of stock! funny that, I am holding it my hands right now lol mine turned out to be a happy ending but I will be very wary about ordering from them again, they dont seem to know their asses from their elbows, they have no tracking system, which every other online shop seems to have and online customer service is practically non-existent- they expect you to make all contact via email and they might respond in 7days! they should have a phoneline exclusively for online sales!
6th Mar 08 08:03

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Angela

Latest update on the fiasco. Customer relations department hung up on me, so I had to phone them back via the head office. Guy was very rude, kept interrupting me whilst I told the story for the 8th time today. He told me that the parcels were all being delivered to my new address. Half an hour later, call from "Nikki" at Debenhams direct leaving message saying "I'm really sorry but the goods have already been despatched to your old address. You will have to contact the people at your old address, ask them to look out for the parcel and collect it from them". And they didn't even have the courtesy to offer to refund the delivery charge - I mean it is hardly right they charge me delivery and then I have to go to another address to collect it because debenhams have cocked up. . I have to now go to my old house and speak to people I hardly know. I shall be telling them to watch out for the parcel and to decline to take delivery of it and it can just go straight back to debenhams unopened. In five working days' I shall be calling my credit card company and disputing the charge on my account saying I know nothing about it. I cannot believe the contempt with which Debenhams have treated me. I shall never shop online or for that matter in-store again. I truly am appalled by my experience. If you are reading this before shopping online with debenhams, do yourself a favour and avoid a lot of hassle and just don't do it!!
6th Mar 08 02:03

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Angela

Oh how I wish I had found this website before attempting to purchase from debenhams online! I have just had the most exasperating infuriating experience which is culminated in my order worth over £100 (and paid for by my credit card!) being despatched to an address at which I no longer live, because Debenham's online system despite accepting my new address, decided to default back to my old one.

I rang "customer services" and I use the term very loosely almost immediately. I was informed by three people to whom I spoke that they did not use a live system and I would have to call back in 24 hours when the system had updated. I did raise the point about the fact that would it not be too late at that point and I was assured that this would be ok.

I then called back, as requested at 8am the next morning. During the course of 3-4 hours, I spoke with new fewer than 7 people. I was informed that "they only have a half hour window to change orders once they have been submitted and so I should have phoned back when the order was made. HEY GUESS WHAT , I HAD DONE THAT BUT DEBENHAMS TOLD ME THAT I WOULD HAVE TO CALL BACK IN 24 HOURS!!!!!!!!!!!!!!!!!!!!!!

They have basically washed their hands of the problem and I now have the problem of my order for which I have paid for being despatched to an incorrect address. Debenhams have told me that I have to get in contact with the people now living in my old home and tell them to watch out for the parcel. WHAT AN ABSOLUTE JOKE!!!!!!!!!!
6th Mar 08 01:03

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ladylaura

I wish I had seen this site before I ordered with debenhams! I have not found one good review of their online service. how can a big successful store get it so wrong??? well I ordered 2 coats a couple of days ago, I checked my account the next day and saw that the full amount hadn't been deducted so I phoned them. not only did it take me ages to find the number, but when I eventually got through on to speak to someone she puts me on hold and then cuts me off!! 2nd time I get a cheeky bint who talks to me like I am thick as I dont have a customer number, only the order number from my confirmation email. well why cant you use that to track my order??? why supply me with an order number if you cant effing use it!!!!!! anyway I am told the jacket I ordered is out of stock. well thanks for telling me. why is it on your website if it is out of stock??
I have had my eye on this jacket for a while, and yes it has been out of stock for a few weeks, but when I checked the other day they had it, plus it was in my size! what I want to know is why add it as being in stock if it isn't?? doesn't someone have to physically add it back onto the website, it doesn't just randomly appear?? anyway, after I had purchased it it had been showing as out of stock, until this morning! same jacket, same size, the one they had cancelled on me! grr!

also just another bit of info, I have used the 20% spring discount code for both orders and I have also been reading that debenhams have a habit of cancelling discounted orders stating items are out of stock, but funny enough if you order the same items without discount they will magically reappear in the stock room!
1st Mar 08 11:03

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Mr Neveragain.

I sent two shirts back to them 3 weeks ago for a refund. I received a mail saying they'd received one of them (they were in the same package), and I would be refunded. I phoned last week to be told they would credit my card. Still nothing. I'll hand it over to my credit card company now I think. In the time it has taken Debenhams NOT to send me a refund, I have ordered and received four shirts from a proper company - in Jermyn Street.
26th Feb 08 01:02

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Annoyed student

Ordered a coat by phone on Feb 5th. Charge showed up on my credit card on Feb 6th. Lady on the phone told me it would arrive in 3 - 5 days. Feb 20th I sent them an email asking them where the parcel is. They told me they didn't know where it was, but would send me another one that would arrive in 2 - 3 days. Now Feb 24th and still waiting for it to arrive.
24th Feb 08 06:02

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Mrs K.M.Dooley

I was very impressed with the speedy delivery, but not to reakise I had paid £3.95 delivery charge when there is free delivery in February, which fact, is not shared until delivery is made and a message to that fact is on a leaflet enclosed in the parcel - a little late, don't you think? I now quote SHD9 and hope I receive a refund. A note at the check out should be made, otherwise it is rather a false offer.
kathleen.dooley@tesco.net. Invoice No02852. account No.K515644201 I await your reply.
16th Feb 08 04:02

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Freezing Phyl

Reading these sad tales makes me think that my story is not too bad. Still, thought I would log the on-going saga anyway.
I was in Debenhams in Glasgow looking for an Hungarian goose down quilt. They didn't have one in stock but a staff member told me I could order from Direct. He proceeded to give me all the details - stock, line puc etc. and a phone number but said I could just walk along the floor and phone from there! He couldn't do it as it was a direct sale!!! (At this point you should be aware that I had my aunt in a wheelchair and negotiating Debenhams isles is not the easiest of tasks, and the sales assistants were having a chat! ) Remember - they did not have it in stock - I had no choice of store or direct.
Went home,tried to order on-line. The quilt came up but only in King or single size. Faulty website. So, I made the call. Order taken. e-mail confirmation received. Then letter received saying delivery would be by 13th Feb. Today is 15th. Do I have my quilt?
No delivery, no contact, and when I e-mail get automated response saying I should have a real person responding within 7 days. I confess to a stupid mistake. Having had e-mail and postal confirmations, I got rid of the phone number!! How stupid was I? And like the other postees I cannot find one.
I stayed away from Debenhams for years because of bad service, I will be staying away permanently this time.
15th Feb 08 03:02

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Mr Angry

Totally amateur outfit. I placed an order for a wardrobe on 30th Dec 2007, got charged straight away, and invoice said I should receive it by the 3rd Feb. Guess what - no wardrobe.
Called "customer services" (joke staff), said they'll chase up with suppliers via email. After countless calls, including being cut off by one rude woman, still no joy.
They keep telling me that suppliers arent responding. Shouldnt they have a number to ring in this sort of situation? Just read this post, so will try and contact head office.
11th Feb 08 10:02

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Mr Angry

Totally amateur outfit. I placed an order for a wardrobe on 30th Dec 2007, got charged straight away, and invoice said I should receive it by the 3rd Feb. Guess what - no wardrobe.
Called "customer services" (joke staff), said they'll chase up with suppliers via email. After countless calls, including being cut off by one rude woman, still no joy.
They keep telling me that suppliers arent responding. Shouldnt they have a number to ring in this sort of situation? Just read this post, so will try and contact head office.
11th Feb 08 09:02

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Jayne King

Placed my order online for 5 piece deveonshire suite at the end of December, some 29 telephone calls later and losing the will to live I am supposedly having my suite delivered on Thursday 7th February 2008. I would never recommend Debenhams to anyone and feel completely let down by their total lack of customer care. I will update you following tomorrow on this sorry scenario. I doubt very much that it will be delivered in one piece, as I have been advised by their less than helpful carriers that it has been on and off the delivery lorry '3 or 4 times'. Wish me luck!!
6th Feb 08 12:02

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Lynnie

Item ordered in Oct 07, but didn't work upon delivery, took three weeks of perpetual phone calls and e-mails to get the item collected. New one was due to be sent out, but I'm still waiting. 45 phone calls later they now say they have no evidence of the item being returned, and so therefore they will not be replacing the item or refunding me...Crooks and Thieves!!!
1st Feb 08 03:02

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The Steed

Ordered 4 items on Boxing Day. 1st item arrived and was a disgrace - the box was taped closed by the courier and the item (a pedal bin) was destroyed inside. Then spent 10 days trying to get them to deliver to either my work address, or at a time when I would be home. Then comes the fun part - trying to return the goods. I have arranged three times for them to come to my work address and three times they have went to my home address where nobody is in (except the dog). Everytime on the phone I am promised the world, and everytime I get nothing. DO NOT ORDER ONLINE WITH DEBENHAMS!
29th Jan 08 05:01

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M

I've placed a few orders. They send the items 1 by 1 - why can't they just send it together?
Also, I have placed an order for some cups 4 times online and each time they have been cancelled by them. I haven't any response from my emails. The customer service is a joke!
25th Jan 08 10:01

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Tish

I sent back clothes to the value of £250 on the 5th of December via Royal Mail. Have a stamped certificate of posting. Still no refund. I've passed this to my credit card company now, to recover the refund.
15th Jan 08 03:01

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Kazzam

Part 2 (see below)

This morning, Friday 24th Aug I again called DD to cancel my order to which I was told that this order cannot be cancelled as it has already gone through to the dispatch unit and therefore I would need to refuse the order at home and still get charged for the delivery charge. Exactly when was I meant to call and find the perfect window to cancel this order, their simply wasn’t one. I find this whole situation totally unsatisfactory and what was meant to be part payment for a birthday gift has became 2 full days of stress and wasted phone calls for myself. I am totally disappointed with the service from Debenhams which has quite frankly been Nil, I strongly suggest that you look into your procedures and make things easier for your on-line clientele. I have been trying to cancel this order since around 2 minutes after placing it on Wednesday night and after nearly 36 hours have been passed from pillar to post absolutely no-one will help me. I will obviously just need to do what I was told by DD and refuse the order when it arrives at my house and trust that I will be fully refunded including delivery charges and that I should receive some for of compensation for my trouble, because of Debenhams service I have wasted so much time and it has cause some amount of upset.
11th Jan 08 02:01

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Kazzam

I tried to place a Seagrass 5 Drawer storage unit on Wed evening at approx 9.10pm, my reason for choosing Debenhams was so I could use birthday vouchers I received at the weekend, not to mention that I have been a valued customer for years and have spent approx £2000 in both cash and on my Debenhams card in my local Aberdeen store and on-line. When I entered my giftcard pin number and pressed proceed it did not deduct the amount from my final total. As soon as I realised this I then sent an e-mail directly to Debenhams to cancel the order, this e-mail has yet to be responded to.

On Wednesday at 9.00am I contacted Debenhams to ask if my gift cards worth £45 could be deducted from this order or added to my Debenhams store card account, I was told they could not. I then asked to cancel my order so I could visit the Aberdeen store personally to which I was told to call Debenhams Direct (DD). I did this at approx 9.30am on Wed morning, I was then told by DD that even though I had an order number that they could not cancel the order until it was on their system, approx 24hrs later. I called again approx 2.00pm that afternoon to see if the order was showing, again it was not and I was told to call back first thing Friday morning.
11th Jan 08 02:01

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George

None of this is surprising if you read the articles in the press about the 'Curse of St Edmund' which was placed on Debenhams on November 20th 2005. It certainly seems to be working.
I would be very careful about buying anything!
11th Jan 08 10:01

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Lynn

Would not recommend using Debenhams direct - returns system doesn't seem to exist!!! I have been trying to get a coffee table collected since 30 October 07. I keep getting the same old reply they have contacted the carrier to arrange pick-up. - Where is this carrier coming from? I could circumnavigate the world quicker.
10th Jan 08 02:01

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Lindy

,
After a stressful time chasing my order, Debenhams finally promised to deliver my order 31st December, stayed in a day, never arrived. phoned them 2nd January 2008, apologised said they would get back to me after chasing their courier. No response from Debenhams. Called the Courier service, 3rd, they told me it was out on the Van, waited in, no parcel arrived. Phoned the Courier again, they told me parcel had never been arrange for delivery on those dates and that I needed to get back to debenhams to sort the problem out, as apparently they have a key account system and are able to go direct to their couriier service where they are able to 'gee' things up. I made another attempt to call Debenhams again yesterday, they finally came back to me and told me that the Courier had lost my parcel. Promised a refund or replacement. We shall wait and see!!! Shall never, ever deal with Debenhams again!!!!
5th Jan 08 10:01

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Nicknacknoodle

Have had appalling experience with Debenahms Direct - ordered goods 22nd Nov and was confirmed for a 5 day delivery- today is 4th Jan and goods still not arrived. Customer services offered no help, cancelled some of my items without explanation and refused to let me talk to a manager. They blamed the courier company who was supposed to call me, they didn't. Emailed and phoned again but no response. Finally rang to cancel my order and was told I couldn't! After quoting the Sale of Goods act at them they agreed to refund - my advice - STEER CLEAR.
4th Jan 08 07:01

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Lindy

Lindy is still waiting for her parcel. 28th December. Phoned them today, as they promised to deliver by 24th December. Now they tell me it was left with a person I do not even know and they are unable to give me an address of this person, no card was left with me from DHL to tell me it had been left with someone else.Still refuse to give me a tracking number to contact DHL. Getting very frustrated now. Never ever had any problems ordering goods online from any other company.
28th Dec 07 11:12

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sally

I ordered a coat on the 7th of December with a despatch date of 5 days. Still not arrived and I've not had any replies to the emails I've sent but now this site has given me the head office number I shall get straight on the phone!
27th Dec 07 01:12

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Lindy

I placed an order over the phone on the 11th December, item still not arrived, phoned twice only to bog me off by saying it was in the post. I asked for a tracking number, they tell me that they cannot supply this unitl 10 working days after item has been despatched. (5 days, I was informed was the delivery time) What am I suppose to do now?????
20th Dec 07 01:12

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Very annoyed

I too have had a problem with debenhams. I ordered a dress which never arrived when I phoned they said they would resend another which I never got, this happened three times over the course of a month and I finally cancelled the order and requested a refund, as by this stage I should have had 3 dresses and had yet to receive 1! The refund came through for the dress but not the delivery charge, I have tried emailing and phoning the company but keep getting ignored or passed about, it is only for £3.50 but it is the principle. I am now considering going to trading standards as this all happened in August and it is now December, my advice to anyone is to avoid Debenhams direct as customer service obviously means nothing to them!
20th Dec 07 12:12

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Grace and Hugh

We ordered 6 items at the start of October and received 1 item.

We have been regularly e mailing them asking where the outstanding goods are and have received the standard ack and promise to respond withing 7 days, guess what still no explanation.

I have received 2 emails advising me that our enquiry has been dealt with accordingly but guess, what, they never thought to tell us it had been dealt with or forward our goods or any explantion.

Perhaps one of you has our response.

This is one of the worst experiences we have had with a Hight Street Company.
They have our money and goods and any explanation due to us.

The website indicates you can make a complaint via the site but when I phoned up I was told that any complaint had to be in writing and they would not accept any complaints by phone.

Glad I found this.

If there was a problem a simple email or phone call would have been appreciated.

I'll let you know how and if we get on.

ORDER NO 704314359

Grace and Hugh
16th Dec 07 02:12

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Angry and annoyed!!!

I contacted Trading Standards with my complaint- Just wish I had seen this before ordering off their website!!!!!!!!

They have 2 deducted my Gift Card (from our wedding Gift List - big mistake!) and then said they cant fulfill teh order and now i'm still waiting for the credit!!!!!
14th Dec 07 03:12

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Mandi

Your lucky, at least you could communicate with customer services, I got some woman from Wales on the line! What's this all about?
5th Dec 07 11:12

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A O'L Coventry

I am having a nightmare with Debenhams Direct also. I ordered a coat in September and it is now falling to bits. I have e-mailed three times for a replacement and only got the standard response of "thank you, your request will be dealt with in 7 days etc". They do not appear to have any customer service staff to deal with any relating problems with orders. Also no telephone number to try and sort it out either.

Totally unacceptable and I will not be shopping on-line with them again I have now e-mailed an official complaint and they have still not bothered to contact me.
5th Dec 07 11:12

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Suzanne, Notting Hill

Debenhams is off my shopping list, ordered a handbag 22nd November, received acknowledgement and an update indicating 5-day delivery, it has never arrived, customer service rubbish, completely hopeless, no wonder they share price is so bad.

never again and certainly wont bother to go to their grubby Oxford Street shop either
5th Dec 07 10:12

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susan lo

Debenham's on-line customer service is appalling! Do they care?
I ordered, what was described on-line as a"brown leather bag" It arrived and it was canvas.I have e-mailed them twice since it arrived & so far 10 days & no reply. Their courier collected the goods to return a week ago,they still haven't re-credited my credit card.I have been told it will be another week.I will never use Debenhams again or even shop there.You have been warned!
4th Dec 07 02:12

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Jo

We placedour wedding list with Debenhams. what a mistake we are still waiting for a present nearly two months after the wedding! Our advice go to John Lewis
4th Dec 07 10:12

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Michele

Shame I hadn't seen this before, but why would you suspect a big name like Debenhams of being so appalling? I ordered a £200 wedding dress online as I wasn't able to get to a nearby store in time for the 3 day sale. I got a confirmation and an email to say it was despatched on 24/11. As it still hadn't arrrived today (30/11), I tried to get in touch. I sent an email and got the response that my enquiry was important to them and they'd try to get back to me within 7 days! Can they not see the contradiction?! So I called them instead and was told that they would have to investigate and I would have to re-order. Why can't they just contact the courier and find out where the package is?! Reluctantly I agreed to re-order and was then informed that the product is now out of stock and why don't I go and see if they have it in store. The advisor couldn't give a monkey's and now I'm worried that I wont be getting my money back for a while. I shall be keeping a close eye on my bank statement.
30th Nov 07 10:11

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ben

debenhams on line is to avoid... they are rubbish.
have not received my parcel. the customer service is not helpful and do not seem to care about the customer.
boycot debenhams!
29th Nov 07 11:11

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maria

I have not received a shirt that I have bought from debenhams.... it was a birthday present and I am very upset and furious and disappointed. I called the customer service and the girl on the phone sounded fed up and was horrible . I will never buy anything from debehams anymore and will not advice this company to anybody.
29th Nov 07 10:11

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TH

Well I have just found this site by accident, looking for someone to contact regarding my extremely stressful dealings with Debenhams Direct. I ordered two coats on 26 October from the website and received an email to say they would arrive in 5 days - £172 appeared on my credit card immediately. It is now 4 weeks on and I have still not received my order. I have made 8 phonecalls, each time taking 20 minutes to get through to the right department before being put on hold for another 10 minutes. I have been promised calls back which I have never received (3 times now) and get given names of people that don't seem to exist when I call back. I have been told I cannot cancel my order until I receive my goods and they cannot refund my money. I am constantly told it is 'another depot/another department/another warehouse/Royal Mail/' that are responsible. I have been given no reason as to why I am without my order. This morning I actually got very upset on the phone - I NEED a winter coat and I cannot buy another one because I have so far paid out for one even though I have nothing to show for it. It is so stressful and I am so angry - I have never been treated so badly by such a disastrous company in my life. Off now to ring them again for the 9th time.....
23rd Nov 07 04:11

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Annoyed - Maz - 16/11/07

I purchased a coat from you, via the internet, on 24th October 2007 and money for this was taken from my account on 26th October. The coat was unsuitable so I returned it via your Parcel Net Service (see attached) and this was collected and signed for on Tuesday, 30th October 2007.

As at today’s date I have not had a refund and I find it very hard to understand that a parcel collected on 30th October that would have been in your warehouse the same day or at least the following day, has not been credited back to my account.

I have contacted Debenhams several times by phone this week and they assured me my money would be refunded within a few days. I have also had an email from you stating that my money has been refunded (see attached).

I have again rang your internet department today and they said it would take another 14 days to refund my money! This was the last straw and insisted I spoke to a manager, who would not come to the phone, but relayed a message via your customer services assistant that I would get an early refund by tomorrow. Obviously, seeing is believing, so I will be checking my bank account tomorrow e, but have little faith in my money being there.

I would like to reiterate that I find it staggering that your system is incapable of getting a refund back to its customer within at least 7-14 days. I have just returned, Monday last, a parcel to another company and they have refunded my money today, only 4 days later!!
16th Nov 07 02:11

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jinty

I will never order anything from debenhams direct again. I ordered 2 jackets about 6 weeks ago
the money flew out of my bank account. I received the items a few days later which were not the quality I expected so I returned them right away by post, and got a certificate of posting from the post office. Several weeks later and numerous calls to debenhams direct, very unhelpful call centre staff, I have still not had the money refunded, as they say they have not received the items back yet, and using the postal strike as an excuse. £100 may not be a lot of money to a big orginisation like debenhams, but its a lot of money to me. I will never buy anything from them again.
8th Nov 07 11:11

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Janet,

Do not use Debenhams direct it is a shambles.
I ordered various items from Designers at debenhams, they arrived 3 weeks after the money was taken from my credit card and ALL DAMAGED.
3 times the courier was organised to collect them however in the end I gave up and returned them in the post (even though there was a problem at the post office as there is no free post)
Eventually 7 weeks later the money was refunded to my credit card.

Beware buyers and be aware designers at Debenhams!!!
5th Nov 07 12:11

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Trevor

I have placed a couple of orders and they were cancelled shortly after by email, even though the website still showed the items in stock.
The last order was confrimed, and a letter arrived confirming with a delivery date nearly 4 weeks from the order date. 1 week before the due date I got a letter to state that my money had been refunded to my credit card, but no indications as to why. The letter does not even say that the order has been cancelled!!
As appears to be the norm, the item is still listed as being in stock. Avoid.
2nd Nov 07 09:11

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Martin

Another very disgruntled customer of Debenhams Online here. Bridesmaid's dress arrived damaged. Ordered another one. This arrived damaged. Order a third which was OK. Tried to arrange return of 2 damaged ones to get refund. Courier had left company since delivering. Debenhams customer service said "use Royal mail labels" that came with them (except no Royal Mail labels sent). Finally arranged a courier but collection would be between 9 and 6 with no narrower window. (Are we the only people who go to work?). Dresses collected 2 weeks ago. No sign of a refund. Phoned so-called customer service again and guess what? No sign of dresses having reached Debenhams. Very unhelpful person not prepared to chase from their end even though we have tracking number. And try contacting ParcelNet - guess what? - no phone number - you have to "contact your retailer".

An absolute shambles from beginning to end and I'm still £200 out of pocket. DON'T BUY FROM DEBENHAMS ONLINE.
17th Oct 07 02:10

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Gillian Colley

I too, wish I had read the weekly grip page before using the on-line "service".
There is no service!! I ordered items which were confirmed in stock and they then advised me they were unable to process my order "no reason "given.

This is not customer service - its a disgrace I have e-mailed them but do not expect to receive a reply
9th Oct 07 08:10

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Kevin

I WISH that I had read this before having to deal with Debenhams Direct...

I never realised that a company could be so bad!

Use them at your own risk, you have been warned
3rd Oct 07 01:10

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Wens

Rubbish for a wedding gift list! Half the items on our list were not delivered to us and we had to have gift vouchers (unbeknown to the guest ordering the gift) and the other half that were delivered were damaged or dirty. This meant a post honeymoon trip to the store with box loads of returns....and now we have even more store credit!
2nd Oct 07 04:10

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P*ssed Off

I orderd two Stamford Low Robe / Tallboys with an expected delivery date of 21st July 2007.
It is now 2nd Oct and still no furniture. Sending an email (many) results in a reply 7 days later to say they will pass the enquiry to the relevant department.Their latest response has actually given me a phone number to ring. I shall never, repeat never buy from this store again, either online or in-store and will warn as many people as possible about the appalling service.
2nd Oct 07 12:10

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Rosie

I have had no problems with delivery of the items I ordered but try getting damaged goods collected!!! I live in the Highlands and Debenhams Direct are listed in our area directory
CUSTOMER HELPLINE 0845 6055044.However dont expect the computers at the helpline to be connected to the computers that churn out the e-mails.
Good Luck to you all, you'll need it!
19th Sep 07 11:09

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disgruntled

Debenhams shoppers beware!
Something has gone wrong with the lovely company this used to be.
Be careful if you buy something and want to get a refund.
I purchased two duvet covers from the Leicester Debenhams. When I got them home they were not the right colour so I went to Debenhams Nuneaton (nearer to my home) to get a refund. "Sorry you can't have one
because we don't stock this brand here "
Look for the word "concession" and ask what it means.
Has anyone warned you at the cash point when making your purchase? No-one warned me.
Be aware too, that if you purchase an article with a 50% reduction,and you don't use your Debenhams card you cannot get a refund!!
A long trip back to Leicester for me (it took 3 hours and two changes by bus)
The duvets are not stocked at Birmingham or Coventry either (both closer for me)
Come on Debenhams Management sort yourselves out and put the customer first. You can't afford to aggravate good customers, we will go else where.
7th Sep 07 07:09

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0

Debenhams are dicks

Treid to order a fridge freezer from them. Order went through on the 3rd of August and of course it is now the 5th of September and still no contact on their part, despite numerous phone calls on my part. Appauling!
5th Sep 07 04:09

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Sally

I too, am becoming concerned with the debenhams online service-4 items were ordered 7 days ago-the money was debited from my Visa account on Monday and 3 days later the items are still outstanding! Watch that space!
23rd Aug 07 09:08

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Leanne

I spent almost £600 on leather dining chairs which were supposed to be delivered within 6 weeks. Debenhams were supposed to call me when they were due to arrive so I would be at home to accept the delivery. They arrived within a few days (while I was on holiday) and were left out in the rain by the courier with a card to say they had been left in my front garden. When I returned home from holiday I was appalled to find 2 large soggy boxes in my front garden and on inspection of the chairs found they had faults to the leather, scratches on the legs etc and after paying for what I thought were fairly expensive chairs I decided to return them. I phoned their Customer Services 4 days after delivery of the chairs to arrange collection and 2 weeks later had not been contacted so I phoned again and they said they would contact me within 7-10 days to arrange collection. I still heard nothing so I phoned them a month after delivery to find out what was going on. They advised me that they had put my request through to the wrong courier company and that I would again be contacted within 7-10 days to arrange collection. I still had not heard anything after this timeframe so I decided to send them a letter explaining what had happened. Two weeks after my letter I received a standard letter to the effect of "thank you for your letter - we are looking into this matter and will contact you shortly.....". It is now almost 12 weeks since I ordered the chairs, they still have my money in their account accruing interest and they still have not replied to my letter or contacted me to arrange collection. I am now going to write a letter to their MD demanding a refund and if they can't be bothered to collect the chairs, I will either sell them on ebay or take them to my local rubbish tip.
20th Aug 07 09:08

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Jan

I forgot to say that I had never agreed to their payment cover charge but neverthless it has been charged every time.
14th Aug 07 10:08

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Jan

I have received my account today and £12 was added for "Late payment" I sent my payment before the end of July and it was not my fault that the postal strike was on at that time. I was near the end of the month but that was because I was in hospital. I called Debenhams customer service line and was told that there was no way they would withdraw this £12 so I am therefore cancelling my account and they can have my card and my husbands by return. They did not even acknowledge that I had paid more than I needed to do. I'm not very impressed with them and I will not be using their shops or services in the future.
14th Aug 07 10:08

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DUGA

A year ago my wife refused to join me in abandoning your stores and destroying your card, - Now she paid the price for her royality. Two weeks ago, she made shopping at one of your store in Manchester and used her card for payment. Soon after that she receivced a bill and asked to pay extra money in the name of Account cover. Regarding to the Account cover, she never signed any agreement and never required you any assistance for the cover. The Debenhams imposed it's finance iterest on her and charged her for Account Cover. This is illegal practice and against the right of the innocent customers.

To gain huge profit, Debenhams is amongest others Company in abusing working & poor classes of Chin's and African people. The less quility of your stuff, your explotation policy towards poor classes in the third world, the extra charge you made against my wife, and your poor pricing system in all your stores forced me to put your card in the bin and to abandoned your stores for good. Now, like your victims in the third countries my wife is penalized for her royalty and joined me in destroying your card and abandoning your stores

DO YOU CARE FOR CARE FOR ANY BODY? WHY DID YOU PENALIZED MY INNOCENT WIFE?
5th Aug 07 06:08

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Vini

Debenhams - bad service

I bought a foundation from the Clinique counter in the Debenhams store in Oxford street and was told that I can get a refund on the product within 28 days with a receipt if the item in unopened and unused. I live in Luton and I went to the local Debenhams and asked for a refund but they refused to refund the money as it it is not Debenhams policy to refund cosmetics according to them. I was asked to call the store in oxford street and speak to them. I called Oxford street and they told me that I was entitled to a refund not only in Luton but any Debenhams store. I went back to the Debenhams in Luton and told them what I was told but they still refused a refund. I was once again asked to go and speak to the people I dealt with on oxford st. It was very embarrassing and very stressful. I was upset that I was treated like this by a store which boasts about it's customer services. It was no longer about the refund anymore, It was about the treatment. Debenhams needs to make some serious changes and train there employees well who know the facts. I would never buy any cosmetics from Debenhams again.
2nd Aug 07 11:08

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chloeleigh

we purchased 2 bridesmaid dresses in store but we needed a 3rd.the store very kindly phoned debenhams direct to see if they had one in stock and we were told they had so we ordered and paid with credit card.brill we thought problem sorted or so we thought(the wedding was only 3 weeks away and had been let down with ones we had made) on getting back from town the day after ordered dresses we had a message to say the one ordered through debenhams direct was not in stock after all more stresses!!!!.
1st Aug 07 10:08

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Tallyho

Hi All

It appears that we are not alone. You want to go and order furniture in the shop. Always ready to take your money.... Furniture received but when delivered loads of faults. I have even sent evidence to the show where I think its faulty. But they advised their is nothing wrong. Stuck with 2 sofas not using at the mo.

All in all dont shop at Debehams
27th Jul 07 11:07

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Erica

Hear hear, I have CCed the BBC watchdog show into all my email correspondence and ask that you do the same. Debenhams cannot continue to treat consumers this way. WE HAVE RIGHTS!!!!
See below (i await a response)
To: debenhams@direct.debenhams.com
cc: watchdog@bbc.co.uk
Subject: Delivery
To Whom It May Concern:
I have a complaint to make about your online Debenhams store. My partner's birthday is tomorrow and because of your poor service he will not be getting a present from me. On the 27th of June I placed an order for a Le Creuset Azure 6 piece cooking set to the value £165. On the 4th of July I received a second email saying that the order had been cancelled. This was 7 days after my original order. There was no explanation as to why it had been cancelled at all.
I called the online help desk and was told that the order had been cancelled because I was a first time customer and that they therefore would not ship to my work address. This was not at all indicated when I purchased the item. Because I work a regular job, it is very inconvenient and insecure to have it delivered to home address. I replaced the order on the same day (4th of July) and was assured that my order would be with me well in time for Tim's birthday, the 12th of July (within 5 days).
Getting slightly anxious when it had not turned up on the Tuesday, I just called the help desk, and the woman told me, that:
a) my order had not been shipped yet
b) it was not even scheduled to arrive until the 16th of July.
The arrival date is 5 days after Tim's birthday and therefore useless as a thoughtful gift. The arrival date is also 20 days after I first placed the order. I have therefore tried to cancel the order but have been told that this is not possible.
Sincerely,
Erica
24th Jul 07 03:07

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Pi$$ed off Customer

I purchased 4 pillows online at Debenhams.com on the 6th of July 2007. I then recieved email confirmation with delivery in 4 days. I then recieved a printed invoice on the 16th of July dated the 6th of July. With no sign of the goods on the 20th July I called Debenhams. They informed me that a letter was sent to me on the 10th July stating that the order could not be fulfilled. I am outraged further that the money wont be refunded to me until the end of the month!!!! This is ridiculous and I will never buy online from Debenhams ever again OR SHOP AT ANY OF THEIR STORES!!!
20th Jul 07 04:07

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Fatz

I ordered a Metal Frame Sofa Bed and immediately received a confirmation to say that delivery would be 2 weeks. Great I thought just enough time to decorate the office. After two weeks I phoned up to see whether I could change the colour from black to brown. I was told that this was not possible because it was in the warehouse awaiting collection - to be delivered this week - the courier would be in touch shortly. I wasn't bothered and was looking forward to its delivery. I hadn't heard anything from the courier and as I had a few things planned for later in the week phoned up to see when they thought delivery would be made. I was then told that the item was not in stock and would not be available until August! I was asked if I would like to cancel the order and I said yes - wasn't going to wait until August. The same day I received my credit card bill which showed that my account had already been debited the £164 shortly after I'd placed the order. I was - am really annoyed (polite word) at this. Mind you I should have realised that the service from Debenhams would have poor. I remember ordering a bean bag for my daughter a few years ago and having to wait a lifetime for that! I will not be ordering anything else from Debenhams Direct and will advise everyone I know not to bother too! Get it right!!
19th Jul 07 09:07

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Andrea

Their online service isn't the only thing that's a complete shambles. I recently spent almost £200 in one of their brances - not much for them, I'm sure, but that's a lot of money for me! - and part of what I bought were two silver-grey handtowels at £7 each. After less than a week all the dye had started to come off. When I took them back to the store the assistant said to me "Oh yes, I know about these towels. I went on a course (!) for these towels and apparently even the tiniest trace of toothpaste or soap or any cosmetics will bleach the colour". When I protested that they should have had a sign up about this, or that I should have been told when I originally purchased them, the woman just shrugged and said that obviously I "hadn't been using them properly". Not used a bathroom towel properly? I am incensed! What does she think I've been doing with two new towels? Mopping up bleach?

Anyway, unsurprisingly the store refused to refund my money.

I rang customer services who said I should send the towels back even though they (and I quote) "can't go against what the store manager said". I sent them back with a letter telling them I was formally rejecting these goods as they were neither fit for the purpose nor of merchantable quality (the two criteria within the statutory rights of the purchaser). Three weeks later they sent them back to me with a letter saying that their "experts" had examined them and they could find no fault with them, and were therefore returning them to me and wouldn't give me a refund.

All this hassle, aggravation and ill-feeling for a lousy £14.

PS Just to add that I'd paid for all the items with my Visa card and have refused to pay £14 of the total bill, and told Visa to take it up with Debenhams! Let them all sort it out!
18th Jul 07 05:07

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Karen

I bought a bench from Debenhams Direct, which 2 days later they reduced the price. Mine was in the box so I asked for the difference back. They said I had to take back the old bench and order a new bench which I did reluctantly. The new bench came in a destroyed box and was damaged.
I called them back and they said they are out of stock so I can not have one. Meanwhile I have brought a cover and a cushion for a bench I don't have and won't get.
I said I wanted to know if they had the bench in wood and not white, but they told me to go on line and look as Debenhams customer services don't have access to the internet !!!!!
I asked for the name of the Chief Exec of Debenham to complain but they said they don't know who it is. Its Rob Templeman !!!
12th Jul 07 06:07

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Simon

I ordered an engagement gift for my cousin as I live outside the UK and they have charged me 50% less than what I ordered, have not delivered the goods and the happy couple are unaware that I even have purchased them something.

oh , and they have not replied to my email.
10th Jul 07 07:07

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betty-boop

I too am having a problem with a dress bought online. Ordered on the 20/06/07 and it is now 05/07/07 - this had a 5 day delivery. I have emailed- no response, and telephoned to be told that it has been despatched each time! I have now been told it is due to be delivered today. I can't help but feel that it is never going to show up.
6th Jul 07 09:07

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Genie

Debenhams never replied to my letters. In reply to this, I have just made a complaint via email to Debenhams and got a snotty reply from their 'customer services'. The same thing happened to me, but I just returned the goods on the spot, then re-bought them making them do the same transaction twice. The excuse from Debenhams is that is cuts down the queuing time for people, but in the store I was in (it was like a morgue and always is!) there are never any queues. They just don't want to really be in the scheme and this is there way of making the public suffer. I am so annoyed, and so are the salespeople because they are sick of others having a go at them but I know it is company policy to train staff NOT to ask for the card. Their customer service is poor and there are plenty of other shops around.
5th Jul 07 09:07

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Laura

Trying to get through to customer services about online account management...costs a bloody fortune and you have to wait ages. I was holding 7 minutes yesterday, 6 minutes and counting today...goin to have to hang up soon - can't afford the phone bill!!!
5th Jul 07 12:07

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Susan Bischof

Don't bother trying to order from Debenhams outside UK. This worldwide website is only setup to accept UK Bank account payments! However, after reading about their disastrous delivery
problems, I should be grateful! Faith shoes is another website where only UK accounts are accepted.Europe really doesn't exist for these progressive companies!
29th Jun 07 08:06

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Richie

The moral of the story with Debenhams is go to John Lewis instead - one of the few companies able to get things right!
19th Jun 07 03:06

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Faith M.

I ordered a duvet from Debenhams Online a month ago. My credit card was debited immediately and I received an email informing me that I would receive my order within five working days. After two weeks without any contact from Debenhams and without any sign of my order I sent an email to the customer enquiries (couldn't get through on the phone) and, three days later, I received a reply saying the order would take 28 days because it had to be delivered directly by the manufacturer. Today (one month after my order) there is still no sign of the duvet, but the money has been credited back to my credit card account, so I assume that my order has been cancelled. I have received no information whatsoever from Debenhams about it, despite them knowing my email address, my phone number, my mobile number and my postal address. I suppose there is no point in trying to find out what happened with my order, I am voting with my feet and I won't be buying from Debenhams again, either online or in the shops.
13th Jun 07 08:06

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Faith M.

I ordered a duvet from Debenhams Online a month ago. My credit card was debited immediately and I received an email informing me that I would receive my order within five working days. After two weeks without any contact from Debenhams and without any sign of my order I sent an email to the customer enquiries (couldn't get through on the phone) and, three days later, I received a reply saying the order would take 28 days because it had to be delivered directly by the manufacturer. Today (one month after my order) there is still no sign of the duvet, but the money has been credited back to my credit card account, so I assume that my order has been cancelled. I have received no information whatsoever from Debenhams about it, despite them knowing my email address, my phone number, my mobile number and my postal address. I suppose there is no point in trying to find out what happened with my order, I am voting with my feet and I won't be buying from Debenhams again, either online or in the shops.
13th Jun 07 05:06

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Sadie

I write about Debenhams Wedding Service. A wedding is stressful enough without, not being able to connect to your list via email address & password, having half of your list discontinued so you have to go in and scan again (like I have the time), your guests being charged £3.50 per item delivered resulting in a £300 delivery fee for Debenhams when all goods are delivered on the same day and no doubt in the same van. Customer Service NOT answering your complaints emails, a very polite and nice complaint letter by the way. The service is crap and I am furious!!
13th Jun 07 10:06

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Anon

Debenhams ripped me off! I purchased a top, and after the first wash on a 30 degrees delicate cycle (delicate because I'm cautious, the top was designed for normal washing), it ripped under the armpit area. At the desk they basically accused me of ripping it myself thus indirectly calling me a liar, refused an exchange, kept the top and I went back 5 minutes later only to be told they had already destroyed it! DISGUSTED. I will never shop there again.
7th Jun 07 07:06

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Reb

I placed an order 2 weeks ago and have been given 3 delivery dates all of which have passed without receipt of the goods. I have just spoken to Customer Services and requested a refund (although I'll be suprised if I actually receive it without having to phone again). I was told the parcel hadn't been sent yet and that they were waiting for my payment to be authorised. The payment was shown on my bank statement more than a week ago!
31st May 07 08:05

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chloe

At least you lot managed to place an order, their website has so many broken links, especially if I want to manage my credit card or store card online. Debenhams need to review their online policies and take responsibility after all it is their brand name being muddied.
31st May 07 03:05

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Catherine

I too have had a nightmare with Debenhams Direct. I ordered a Nintendo Wii and was given a date for delivery. When the date arrived with no delivery I contacted them to be told that they had no idea when delivery would be, they would not contact me to tell me it had been delayed or to give me a new delivery date. The price had been reduced significantly on their website but ehy would not sell it to me for the reduced price unless I reordered it and waited again for an uncertain delivery date. To all my complaints the only comment I was given was just cancel your order then. That is what I did. I have never used them before and I will never use them again. They clearly have no regard for their customers satisfaction.
25th May 07 09:05

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SE

I ordered some items from Debenhams website. Three of them were awful so I asked for them to be collected. On the collection day, the delivery Co. did not bother turning up. I telephoned their 'customer services' the following day. They told me that they did not have a reason for the failure to collect and that as they used an external delivery Company, they could not find out why they hadn't bothered turning up.
I requested another day (today). It is 4.30pm and they haven't turned up yet. Apparently I have to wait in til 8pm, by which time they may or may not deliver. The 'customer service' employees were unable to tell me where the collection driver was or what approximate time it would turn up or give me their direct contact details. This service is absolute rubbish. I won't be ordering anything from again.
23rd May 07 04:05

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Elinor

I have tried to order twice from Debenhams on line - 2 dresses which they said they had in stock and then told a day later they cannot fulfill the order. Very disappointing indeed.
21st May 07 06:05

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jyoti

Terrible terrible terrible

Don't even bother to order through them . They have messed up so bad that no amount of discount can substitute for their attitude.
17th May 07 07:05

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RJP

I'm another victim! I ordered a dining table and chairs in August 2006. When they eventually arrived (late) one of the chairs was broken. Their attempts to replace it - for every one of which I took time off work - included delivering the wrong kind of chair, trying to deliver another broken chair, trying to deliver a sofa, turning up by appointment but forgetting to bring any chair at all, and finally turning up with the chair but without bothering to make an appointment, so I wasn't there. Throughout, the customer service line was totally useless. It is finally sorted after a mere nine months, and I am awaiting a response to a claim for compensation. I'll certainly never go near Debenhams again.
16th May 07 07:05

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Theodora

ANN, why not try calling Maureen Bunn she is head of customer services or should I say customer disservice! The number is02074084444.But don't hold your breath waiting for a swift answer to your problem.Good luck.I am still without furniture DISGRACEFUL!!!
11th May 07 11:05

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Ann

What a nightmare! They accepted and acknowledged an order for a dinner service - delivered half of it and then say the line is being discontinued. Customer Services (0207 408 4444) - put me through from one person to another who couldn't help. I'm now awaiting a call from someone without a name who may or may not be able to help. Take my advice - DON'T USE DEBEHAMS.COM.

The stores (which I understand are a totally different company) - could not be more helpful. The internet service disgraces the name of Debenhams.
9th May 07 04:05

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Theodora

It is now 8th May and I am still waiting for my furniture orderd 14th January2007.They deliverd the wrong chairs and table on Saturday last which had to be returned.The chairs were brown leather very modern and they sent a traditional style mahogany table which A would not fit into my small flat andB did not match the chairs. I am at my wits end to know what to do as no one seems remotely interested in my problem.I shall never buy another thing from this store.Be warned.
9th May 07 02:05

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Kezzer

I just cannot take anymore from Debenhams, they sure are fantastic at being ignorant! I bought furniture in Oct 2005. Finally received in Feb 2006.. damaged! Eventually, after numerous letters and phone calls I received another lot in August 2006!! This on the surface looked fine until bits of wood started flaking off and the draws collasped in Nov 06. Eventually after letters, phone calls they sent in someone to take a look who said it was due to poor workmanship at the start. I could not take anymore and wanted my money back. I wrote to them explaining this in Jan 2007 and not heard a word. After consulting consumer direct, I wrote again in April 2007 and guess what heard NOTHING! Its outrageous that they can get away with this kind of customer care. I have contacted consumer direct who suggest going to the small claims court. Does anyone know of a contact name I can ring before I take this course of action??? Llike the manager of the dept???? They won't divulge this info!
8th May 07 01:05

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Jo Jo

Please be careful taking credit with Debenhams- the customer service is appaling! I have sent 4 letters of complaint! No response! BEWARE!
7th May 07 11:05

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Cheshire LADY

I was misinformed about my balance and overpaid and lost monies throuhg this website.
6th May 07 11:05

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Rach

I see they haven't learned any lessons then - what a farce this company are.

To the people who are asking for Head honchos and names etc:
Write to Rob Templeman the Chief Executive at Debenhams Head office ( find the addy on their website)

Also copy any chasing mails sent to the Debenhams direct team to : customerrelations@debenhams.com.

I did the above and found they jumped to solve my problems a lot faster. Rob Templeman is actually quite swift in responding.

Hope this helps.
30th Apr 07 06:04

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Theodora

Well it is now 26th April and still I am waiting for my table and chairs ordered 14th January from Debenhams Clapham store.Is this a record for incompetence? I have spoken to the HEAD of Customer relations Maureen Bunn and still they cant give me a delivery date.Are they making the table and chairs them selves? I am tired of eating my meals on my lap
27th Apr 07 05:04

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Sandra

Debenhams Direct furniture department are very poor. They could not and would not confirm delivery dates for a kitchen table and chairs I had ordered and paid for. I eventually got hold of the delivery company, not Debenhams, who were really helpful. I also experienced problems with the call centre about my Debenhams card. My postal code had changed and I wanted to inform Debenhams. The "outsourced" call centre operator could not understand this and kept asking what date I moving house. I gave up in the end. Companies take note..if you can't provide customer service don't advertise it as such!!
23rd Apr 07 04:04

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Freddie

Blimey... sometimes I can be a right b*tch. I apologise for the sarcastic comment about your typing!
23rd Apr 07 02:04

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Freddie

Maybe you should cancel the order for the dresses and spend the money on typing lessons!
Sorry, that was cruel !!!
They probably haven't taken any money from your card yet as they normally do not do so until they despatch the goods. Check your card daily online and when you see a tansaction then contact them to confirm that the dresses have been despatched.

Good luck!
23rd Apr 07 02:04

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heather

I ordered 3 x bridesamis dresses on Mon 16/04/07. I have called 4 times to find out when they will be delivered. Each time I get told something different by someone who sounds like they really dont care. They have yet to take the money from my crad, citing that they have had problems with my bank! I have called my bank - debenhams have ot tried to take any money - and there are plenty of funds. The service is poor and the staff are rude. I am tempted to cancel the order.
23rd Apr 07 01:04

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Steve

I am browsing this forum because I was trying to find some head honcho's email address so I could get something done. My colleague is having a terrible time with Debenhams Direct at the moment. She ordered a bed through them a few weeks ago, she specifically chose this bed from this store because it advertised a 7 day delivery time, she waited three weeks before receiving a telephone call saying the bed was not available for another 16 weeks! She obviously cancelled the order and forgot about it. Well, a few days later she was checking her bank account online and saw that they had taken the money from her account! She has told them to repay the money immediately and they still haven't done this, a week later.

When I first heard she had ordered furniture from them I groaned because my mother has just been through a three month ordeal with them about her sofa, they delivered the wrong footstool (it was wrapped in clear plastic and red rather than cream like the sofa!) and wouldn't take it back, it took them three months to pick-up the footstool and then deliver the correct one.

They really are a useless shower.
23rd Apr 07 09:04

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Haveagoback

Find out who the store manager is and then follow them home. Whenyou find out where they live knock on their door at 1am and tell them your problem. Tell them you will be calling back at various times of night every day until your issue is resolved. I think you will be surprised how quickly this gets resolved.
18th Apr 07 04:04

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Theodora

Never ever use Debenhams for furniture.I ordered a dining suite and paid in full 14thJan sideboard arrived 2 March but no table and chairs.I am still waiting for these.I have called personally to the Clapham store to no avail.Spent a fortune in phone calls and still cannot get my goods.What shall I do next ? Their customer relations are absolute rubbish.I am at my wits end .Any suggestions out there?
18th Apr 07 04:04

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Gillian

Debenham's do not care about their customers. I ordered a set of dining room furniture from them in Jan, along with a sideboard after being let down very badly by M&S........
The sideboard came when it was meant to (although they made me wait from 10am till 4pm) on a Friday - I had to take the day off work. the sideboard arrived - but no table and chairs despite someone calling to confirm the day earlier that it would all arrive together. I called to find out what happened and when I finally got through to someone they were entirely unhelpful and took the "not my problem" attitude with me. They said my table and chairs were still en route to the UK and would arrive on the 12th March. it is now the 17th April and nothing. In the meantime, and after spending DAYS on the phone to them they have agreed to lend me their display furniture until mine arrives (although no one will tell me where my furniture is!) thereplacement stuff arrived (legs off) and I can't use the table as it is too heavy to lift on my own! the delivery guy did not even offer to help me. Debenham's are so unresponsive and you can never get a straight answer out of them. while organising the replacement furniture to show up - they tried to deliver it without previously arranging it with me - I would be at work and they would call asking why I wasn't at home!!!
so anger making - I will NEVER buy from them again. John Lewis at least give a reliable service - will go with them next time. BOYCOTT Debenhams!
17th Apr 07 01:04

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tony

We ordered furniture from debenhams direct in Jan07 and have had no end of problems contacting them via phone or email. Eventually after recieving the second half of our order about 9 weeks late and after recieving the wrong colour and damaged item we have our wardrobe, but we will most definately not be using Debenhams direct again. Beware all readers.
13th Apr 07 03:04

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Doreen Kaberry

I used Debenhams direct for the first and last time on the 19/3/07
On that day I ordered 13 pillowcases and delivery time was stated at 7 days
On returning from holiday today 11/4/07 I find that although the money was taken from my account on the 19/3/07 I have not received any goods.
When I telephoned "Customer Service " I was told by one operator that the goods were sent on the 20/3/07 and then by another that they had not been despatched and I would have to re-order!
But they could not tell me why I would have to re-order?

I cancelled the order and I wait to see if the money has been returned to my account tomorrow

Be warned and think twice before ordering from Debenhams Direct
11th Apr 07 03:04

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jj

Debenhams are a good store but dont open an account as there a con
9th Apr 07 09:04

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AA

I wish I had seen all this info before ordering from debenhams as it seems everyone is having the same problems. I ordered Xmas presents in December with a 20% discount. I had email confirmation and all was good. Not only did they charge me the full amount for most of the items (although not all, so they must have been aware of the discount), they charged me twice for some - I didn't receive twice the goods! I have been emailing them now since December with a very detailed list of the goods and refunds. Some emails are ignored, every now and again I get refunded a few pounds - they overcharged me by 80 pounds in total. They will fleece you. Imagine how many people didn't check their statements. So I emailed for the millionth time today and said I would take it further because they haven't refunded me for the double charging. They very politely told me that I was wrong and they have never charged me twice for anything. A letter will be sent to anyone and everyone tomorrow to report this appalling service. I think I'll start an email petition too because I'm so sick of this amateur service. DO NOT USE THEM.
19th Mar 07 07:03

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Mrs W

I wish I had seen any of these comments before we decided to shop with Debenhams! My daughter tried to order a wedding dress. I won't bore you with every detail but the short version of the story goes.
Debenhams contacted to place order.
Order does not appear...nine phone calls later and much rudeness on the part of the Debenhams staff, my daughter is told that the dress is 'lost' in the system. She cannot buy it but is someone else comes along and wants to buy it then thay can???? We still cannot figure out that part of the story.
Frustration is ended when my daughter effectively tells then to cancel the order and some local Debenhams staff help us track down a dress for her to try on.
My daughter eventually got a wedding dress and went home after being away for a few days only to find out that the 'cancelled' dress had arrived in her absence and had been signed for by a neighbour.
More phone calls to Debenhams to uplift the dress...berated by the staff, for signing for the dress in the first place!!!...then she awaits a refund.
Seven days on, I have been in touch with Debenhams Customer Service to try to expedite a refund. We wait!
13th Mar 07 02:03

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adwent

Debenhams Direct are an awful company. I ordered four Espresso cups and saucers for my sister at christmas. They arrived and I wrapped them up for her without checking them (this is my fault!!!). She telephoned me on Christmas Day to say that they had been all saucers and no cups. Thinking it was my fault, I emailled Debenhams and eventually received an answer saying that only saucers were ordered. Therefore, I went back online and ordered the cups - to be sent straight to my sister. After two weeks they still hadn't replied and so I emailed them again - response came back that they had been returned to them as no one at home! They resent them - arriving about 5 days later - and guess what?? They were all saucers again! Been emailing Debenhams since 10th Feb and no response yet. I am ringing them today and if no satisfactory answers / action taken then I am taking it to Trading Standards and Watchdog and would urge anyone else with similiar problems to do the same. I work for a large corporate company and we would not treat our customers like this.
5th Mar 07 08:03

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MZO

After a long wait without any delivery update, the Richmond solid pine low combination wardrobes were finally delivered. However, it was only by sheer chance that my partner was in when the wardrobes came one Friday night in December.

Finally, when the first wardrobe was made I was able to hang my clothes up. But to my disappointment I found that nearly all of my clothes touched the bottom of the wardrobe, meaning that things would have to be ironed before they were worn. But I since we had put so much effort into putting them up, I decided to keep the wardrobe.

When my partner made his wardrobe the problem reared its ugly head again. I was shocked that even his shirts were touching the bottom of the wardrobe.

Looking back at the picture on the website, the doors of the wardrobe are closed. The draws are too high to let you hang clothes (there were no measurements, just a total height of the wardrobe). The only way to find the problem is to make the furniture.

After a lengthy telephone saga of speaking to several people a refund and collection was agreed.

So the night before the scheduled uplift came and we disassembled the wardrobes. It took 2 hours to get them back to flat pack state.

The next day the carrier never came. I found out that they had not been booked and that they didn’t actually collect on Saturdays. Furthermore, there was no record of my previous conversation and a manager had already looked at the case and declined a refund.

I was fuming and the person I was speaking to a) wouldn’t let me speak to a manager but wanted to arrange a call back and b) wouldn’t give me her name.

Eventually, a manager did call back and said she had authorised a refund. She also told me that a collection of the wardrobes would take place at some point in time. She never gave any specific date. Nine days on the wardrobes are still in bits in my flat but I have the refund in my bank.
29th Jan 07 03:01

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Maggs

I have had the most dreadful experience with Debenhams Direct and am throughly fed up
11th Jan 07 11:01

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SteveC

Update on mirror - spoke to a Liz the other day who has assured me she has re-ordered the item and will re-deliver that to my girlfriends work address soon. She actually sounded the most professional person we've spoke to so far and we felt as though we were making progess - even suggested we called again after delivery for a discount. We will have to wait and see if her actions are as good as her words else its a letter to Mr Templeman next !!
7th Jan 07 02:01

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DES

Somewhat worried after reading the shocking experience of so many Debenham customers.
I E-mailed this morning Debenhams customer help line and 4hours later I have had no reply.......not long you might say but now I have read the comments on this website I shall monitor the situation very carefully.
My neice gets married in 2 weeks and my concerns are regarding the delivery of 1 of 2 wedding gifts ordered from the wedding gift list.1 has been despatched the other I have yet to recieve any notification that it is on its way and whether they now intend to bill me for 2 delivery charges rather than the agreed at the time of ordering.(or worse that the item is not available and won't be delivered at all) thus spoiling our pleasure in giving the gift.I hope I am luckier than others on this website and get a speedy response,but at least I am forwarned.Many thanks to this site.
5th Jan 07 03:01

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Aby

Finally - 4 months on, I have had a reply from Debenhams Direct after about 30 emails, over 20 phonecalls & a couple of letters threatening legal action. A cheque has at last been issued for my refund. Admittedly the cheque was issued on the 11th December, and I only received it on the 30th December, but at least its here. No sign of an apology though, let alone any goodwill gesture for the inconvenience & annoyance caused over the past 4 months!
2nd Jan 07 02:01

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Sllightly less Annoyed now.

Final ( hopefully!) update on my experience. Today I got a recorded delivery letter, postmarked Debenhams Head Office. I wrote to Rob Templeman the CE on the 8th December, and he has fairly swiftly passed my letter of complaint to customer relations to deal with. They apologised profusely and sent me a £25 voucher to spend instore.

Received the cheque for refund, at last, on the 27th and rang customer services at DD to confirm that the account was now clear. They said it was - finally.

I urge to anyone who is having similar problems to send a letter outlining your experiences to Mr Templeman in Welbeck Street, London. A lady at HO told me when I rang, that if you contact him, he will get someone to investigate and write back as they take complaints very seriously. This bit has happened.
The problems lie in bad communication within the internet run side of the company and the more people who write to the people in charge to highlight this, the more they will realise it and hopefully initiate a change of approach. Customer relations are the people who deal with the complaints, their email address which I found on the Debenhams site is: customerrelations@debenhams.com. Worth copying them in on any chasing up emails sent to Debenhams Direct I think.

Good luck with getting things sorted everyone.
Happy New Year.
30th Dec 06 09:12

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From the North

I now have an email with an apology and a number to call Parcelnet to arrange delivery of my furniture (ordered early October.....)Fingers crossed....!
Just to say I totally agree with all the comments about experiences with the call centre staff. Beyond a standard response, those I have spoken to have been unhelpful to the point of rudeness.
28th Dec 06 03:12

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SteveC

Ordered a mirror from them online on 27th November - still no mirror despited been given two delivery dates from Debenhams and FIVE different dates from courier (ParcelNet). Debenhams take NO responsibility for non delivery of goods and expect the customer to do all the running around and phone calls. Once asked a 'customer care' girl (Ruth) to call ParcelNet to confirm a delivery date and she point blankly said no !! Was even asked "what do you expect me to do - put it in the car and drive there myself??!!" They take your money then don't care at all. Their system of tracking is so prehistoric was even told that they have no idea if a package has been delivered or not until a customer calls asking where it is !! Useless Useless Useless ( and still waiting on the package !! )
28th Dec 06 01:12

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jms

After 8 weeks, six emails and a letter to the CEO my complaint was acknowledged and I was given a gift voucher as an apology.Perseverence and four months of sitting on a wooden floor and FINALLY someone acknowledged the inconvenience that I had undergone
26th Dec 06 11:12

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billyboy

My original post is a long way down this thread but Debenhams have now promised me a refund but less the cost of them posting the wrong item to me! The email to me about this listed one item description and the letter a different one. I do not think I will even go in a Debenhams store again.
22nd Dec 06 07:12

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Annoyed!

Update again - you will like this one! Having been told about 3 weeks back that my refund was held up by the fact that there were two items that had apparently been delivered to me that were outstanding ( three items had been returned that they knew of) on the 8th December a lost in transit investigation was raised so that my money could be refunded.

Today Parcelnet write to me with details of two of the three items that have ALREADY been returned via them, saying in effect: 'we have signatures, you have the goods, investigation withdrawn, Debenhams will be asking for money'.

Duly rang customer services - spoke to a particularly unhelpful and rude woman who huffily told me she would speak to her supervisor and remove the items from my account once and for all ( in spite of me having returns receipts for these)She was't going to go into details about how the stuff got to be on it but hey,that's service for you.

Did not like her patronising attitude and needed to pass on info of the botched lost in transit investigation so made a second call and was connected to a bloke,who was much more helpful and polite. He revealed that she hadn't done it ( removed the items - no surprise there then) so I dutifully gave him Parcelnet receipt numbers and he says he removed the offending items.

Now, if these two items they investigated as being 'outstanding' are ones I have proof of sending back, surely this means someone has gotten a little bit confused with what they are supposed to be doing?

I am laughing at the moment, the whole thing is a clown fest and having passed on all the info as I get it, I know my friends at Trading Standards will have a field day with this company. What goes around,comes around, Debenhams!
22nd Dec 06 01:12

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Yvonne Tyner

I am experiencing the same as I need a new passwork, no one on the telephone can help me so I cannot go on line now until a new password comes up. I use my PC at work so they only have my works email address so now I cannot send a present in time for christmas. It is appalling that no one has conatacted me over 2-3 days
21st Dec 06 02:12

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AWFUL CUSTOMER SERVICE _ OVERC

They are a nightmare! We used a 20% discount code, had email confirmation of the order at the reduced price with no P+P, then the item arrived. Great, so we thought! Then, we had an an order update telling us the item had been depatched at the reduced price plus P+P. On checking our credit card bill, guess what? They charded us the FULL amount PLUS P+P with NO discount - a total of £63 more than they should have. Been emailing, telephoning & writing recorded delivery letters for over a week now, with NO response and NO refund. I am appaled and very angry 1: that they have taken an unauthorised amount from our cc and 2: that you just can't get hold of them to get a refund!! Steer WELL clear, they are just awful!!!
15th Dec 06 07:12

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Annoyed!

From the North:
I think the answer is to make yourself a real pain. It is a nuisance but I am determined they are not getting away with all this and have now given Trading Standards the run down on it all.
If I don't hear from the CE within a week I shall be chasing him by phone and getting the info faxed to other key players ( or should that be the monkeys?) at HO.

My second call this evening revealed that after being told earlier my cheque was only generated, not sent on 12th, info has now changed and it WAS apparently sent on the same day. Not holding breath but told to allow 21 days for delivery - must be a safety margin to give the lazy gits time to lick a stamp for 15 days or so in between fag breaks before they think about sending it out.

Keep nagging at them and refuse to take NO for an answer! Good luck with sorting your dispute.
14th Dec 06 08:12

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From the North

Seems my furniture is indeed lost (see previous postings). Parcelnet called tonight - and I was hopeful. However, they asked with a tone of incredulity whether I had received my furniture (a wardrobe). I told them I had not. "Right..." came the reply in a falling tone. Ever hopeful, I asked whether they could arrange a delivery. "Well, we'll have to look into that," came the response.

Has anyone had a successful outcome to a complaint with this company?
14th Dec 06 08:12

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Annoyed!

Update to first posting about the numbskull company that is Debenham's Direct: having written to Chief Exec and rung three times in the past week it seems that Customer services only decide to do something on receipt of customer phone calls! Was told on 12th that my refund should be on my card by Thurs, today, but on checking, it wasn't and rang to be told they had issued a cheque on the 12th, not sent but issued - in response - apparently to my phone call.
All copies of emails and Chief Exec letter forwarded to Trading Standards tonight, enough of their lies and rubbish. Watchdog also on my list. Really, everyone - do report them, they are providing horrendous 'service' standards.
14th Dec 06 05:12

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Agapanthus

Why can it take up to 6 weeks to get a refund credited??? This has been my experience, not once but three times. Or part of your order is credited pretty promptly but one item that had to go somewhere else takes the full 6 weeks and a lot of chasing to make sure it is credited. I don't think 6 weeks is ascceptable, particularly if bought on credit card and you have to cover the cost of the item/s to avoid charges on your account.
14th Dec 06 04:12

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Lola

I am having the exact same problem with Debenhams at the moment. I ordered a bed over three weeks ago and was told delivery would be 5 working days which I didn't expect anyway but was told I would be emailed with a delivery date. No email, so I called them after about 10 days and they said that there was a problem authorising purchase as the payment had not been authorised by my bank and that they could not confirm that I was, in fact, myself. I had to confirm my date of birth. Now surely if this was an issue they should have contacted me and not left me 10 days until I contacted them?

I got in touch with my bank who said payment had been authorised and that it had left my account. I phoned debenhams back who said that was fine but just to call the next day and confirm order had went through. I did so and was told that the order was confirmed and I should expect an email or phone call stating the delivery date.

Another 10 days later I phone again to be told, again, that the payment hasn't yet been authorised and that they would chase it up. I phoned back to find out if it was being chased up and was told the paperwork to request authorisation was being sent today and they would know in 2-3 days if it was being authorised by bank, bearing in mind payment has left account, but although they would know I would not be notified! I then phone back as I wanted to cancel my order and was told under no circumstances that I could speak to a supervisor and that I would have an answer by the end of today... Do I believe it? But in the mean time me daughter is lying on a blow up bed on the floor!
14th Dec 06 01:12

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Rosie

Stuck at home with a bad neck so can't go out to do any Christmas shopping! saw ad on TV to shop online with Debenhams, found this site on my way to Debs website. SO glad I did! All the comments have even put me off shopping in store as well.
14th Dec 06 10:12

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From the North

Correction:

My furniture was ordered 10 weeks ago with a latest delivery date of 7th. December.
13th Dec 06 06:12

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From the North

Well here is the sad follow up on my lack of furniture (ordered 7 weeks ago...)

Email: still no reply

Call centre: not helpful (to say the least). In fact, the girl said she could not help me and point blank refused to refer me to someone who could!

Head Office: someone took details and offered to look into things. She called me back - but the same story as call centre. They are trying to locate my furniture. Someone will call by the 16th. (I am not at my current address beyond the end of this week - and they know this). Can I please have a refund? NO! I have placed the order and it is not their fault if I am not at this address when they want to deliver. Lovely.

However - they did promise immediate delivery later in the New Year if I contacted them again......

But do I believe...?
13th Dec 06 06:12

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steve

Ok, problems here too with a TV and lack of communication. Phone them up on 0845 6055 044 and persevere, I actually got head office to confirm they were giving me the run around. Speak to a supervisor and as usual everything they say they can't do the suddenly can...
13th Dec 06 04:12

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From the North

Oh dear. I have just found this site - and really wish I had sooner. My order for furniture was placed early in October with a promise it would be delivered by 7th. December. I am still waiting. No reply to my emails - though the call centre told me that their carriers had let them down. However, there was a note that I should expect to hear from the carrier by 16th. Decemeber. Could they have my telephone number? (They alraedy had it!) Would the call mean delivery would be arranged? No, just that I would hear from the carrier. Could I ask for a refund? I must speak to the carrier first. I was fairly patient with them, but am now beginning to wonder...
13th Dec 06 12:12

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NFaye

NEVER EVER BUY from Debenhams online. I have been involved in a bed delivery debacle for 3 weeks. Still no beds and 23 (yes 23 phone calls later) Debenhams still cannot refund my £403 for whatever reason and I am bedless as I cannot afford to buy from anywhere else. No one will return calls, no one will apologise and no one will take ownership of a customers problems. It is an utter nightmare. I have been so exasperated by this I cannot actually explain how awful it has been. I have been told by their staff that "this is the problem with mail order"!
Utterly utterly awful.
13th Dec 06 08:12

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Ros Gloucester 11.Dec 2006

I ordered a coat online from Debenhams which arrived okay. Did not fit and after phoning Debenhams Direct(next day) to arrange collection, I have waited in for four separate dates for collection and after 3 emails and 6 phone calls I still have the item for return. Debenhams say it is not their fault - courier is self employed and nothing they can do - keep arranging another day for collection! No phone number or name for me to contact courier company direct. Why oh why cannot the item be returned to a Debenhams Store? I just want to get my money back after 2 weeks of them having it.
Will never shop Debenhams online again.
I am feeling extremely angry.
11th Dec 06 11:12

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luckyescape

just about to do some xmas shopping online at debenhams but after reading all these sad stories, have decided to take my business elsewhere, Debenhams I suggest you get your act together or you will loose not only your online trade but your walkin high street shoppers as well, you should be disgusted with yourselves
11th Dec 06 11:12

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Elaine

Blast! Wish I'd read this before ordering from this outrageously unprofessional company! I'm right in the middle of it and feeling miserable!
11th Dec 06 10:12

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Karen of Canning Town

Thanks for all the feedback. I definitely wont be ordering my Christmas presents online from Debenhams as planned - I don't need the hassle!
8th Dec 06 09:12

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Billyboy

It's a pity I did not see all this about Debenhams before I ordered. They sent me the wrong item and when I phoned to get the right one sent - as per the instructions in the delivery note - the call centre could not re-order as I only had the on-line item code not their stock code. Perhaps if the two systems were synchronised there would be a lot fewer problems.
8th Dec 06 08:12

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Annoyed!

Wish I had found this site before I ordered from them. Three returns later they still hadn't managed to send the right size dress ( packaging said one thing, labels another) and been waiting for a refund for well over a week now. Have emailed, giving them three more days and told them at this point I am contacting Trading Standards if they don't sort it. I suggest anyone else who has problems does the same, their service lacks any competence whatsoever!
8th Dec 06 07:12

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Foolish!

I ordered a pair of trousers from Debenhams in Nov 2005 for the christmas season, these were delivered in February 2006 with no excuses or reason.
Feeling I'd just had a bad experience I ordered from them in November again... guess what... it is now 22 days later and there is no sign of the items I've ordered.
Guess that old saying of once bitten twice shy should come in now, and I now realise that it wasn't just a once off last year... it is the way they do business.
I will never be ordering from Debenhams online again.
7th Dec 06 12:12

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Aby

I totally understand what you mean about Debenhams. I ordered a coat from them 3 months ago, which failed to turn up for nearly a month. I was given the standard excuses (lost in transit, still in warehouse, out of stock etc) and finally 2 coats turned up on the same day - in different sizes that were completely wrong. Its taken my another 2 months to get them to collect the items; I've waited in six different times for their couriers, who failed to turn up. Customer services were worse than useless, rude, surly, bad attitude, and not once have I been phoned back as they promised each time. Finally I phoned the courier company myself, and sorted out the collection which happened that day. Incidentally, I asked them about the previous arranged collections, and they said they had no record of them from Debenhams. I've written twice to Debenhams Direct trying to get a refund, and I'm still waiting...
I wish I'd read this site before buying from them!
6th Dec 06 12:12

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richard

I was about to order from Debenhams , after reading the complaints listed I now feel I have had a lucky escape
5th Dec 06 02:12

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jms

I waited the statutory eight weeks for a sofa which I had ordered through a Debenhams branch. The night before it was due to be delivered I received a phonecall saying that the sofa was damaged and not safe to sit on. I went into the branch where I had ordered the sofa and was duly refunded my money (which they had been holding for 8 weeks)and they did offer to order a replacement, but I most definitely did not want to give them my custom.I have been sitting on the floor for 8 weeks, and will now have to sit on the floor for another 8 weeks while I await a new one. I didn't see why Debenhams should have my money, I would rather another retailer had the benefit of my money. I wrote to head office THREE times suggesting that perhaps it would be appropriate for them to offer some sort of conciliatory gesture (at least they could cover the lost interest on my money albeit a small amount) and an apology for all the inconvenience they have caused me. They haven't even had the courtesy to reply. It's a disgrace. I will be taking this up with the managing director. Shame on you Debenhams.
24th Nov 06 08:11

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twinkle

Just about to do some Christmas Shopping from Debenhams on-line and was horrified to read all these disasters. Thankyou I will go elsewhere!
23rd Nov 06 03:11

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Esme

As a seasoned shopper with all the big and not so big retailers, I have decided not to buy from Debenhams online after reading this dreadful customer feedback. Many thanks to all who made comments. I am sorry you had such bad experiences with a major retailer.
21st Nov 06 02:11

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Rich

I tried to order a wardrobe, I got an order confirmation but a day later got an email saying there was a problem with my card issuer - so I called my bank, they said there were no problems and that the fault lies with them. So I phoned up for my order this time, the person was friendly enough and the order went through fine... or so I though until the next day when I got an email saying my card had failed again! If there truly was a problem with my card surely the customer service rep I was talking to should have told me at the time? no? anyway, I suspect the real reason was due to the fact this was over a 20% discount period and they didnt have the stock in due to high demand. Possibly. Either way I shall never buy anything from this company ever again. Terrible.
21st Nov 06 11:11

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Twink

My comments are about Debenhams so called "SALES". As am in the reail trade myself I know what they pay for products plus the extra discounts they bully out of suppliers and how long they take to pay..sowhen they have a 10% sale or even 20% the customer is only paying what should be the correct price for goods...so who's fooling who? As to keeping the stores open til midnight on 3 consecutive nights who is looking after staff interests...it can't be good for moral and certainly not a pleasant shopping experience as there are only 2 desks open on each floor ,manned by tired resentful staff....what a shame as department stores are becoming a dying breed. Incidently as a Gold Card customer for many years with an account in credit I do not get notified of any special events or discounts....come on Debenhams get your act together!!!!!
20th Nov 06 09:11

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Littleone

I tried to order a dress about a month and a half ago. First one had run out of stock and so they didn't send it (or tell me!), the second one I have just emailed about and after 3 days got a reply saying the order has been lost and they can't send another one. They said they would refund the money but this would take 7 days??!! Why does a refund on a card take 7 days?! I now have to find another dress but have to wait until I get my money back first.
16th Nov 06 10:11

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alanyo20

I will never use them again. Just had a month long + ongoing saga(today 13/11/06) over placemats and coasters which is still ongoing. only received a pack of 2 placemats, ordered 4 of these packs and 2 packs of (4) coasters. still waiting on refund after numerous phonecalls and being told item now out of stock, htis after the money removed from my account by Debs after supposedly sending the items. further info to follow
13th Nov 06 06:11

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O. London

I also wish I had read these emails before ordering from Debenhams Direct. I ordered a dress 2 weeks before and event which apparently got lost in transit, I asked for a full refund as I no longer needed the dress which took 3 weeks and Debenhams posted me a cheque and not refunded debit card. I would never order from them again
8th Nov 06 08:11

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Sparky

Have just received an e mail saying our online order has been returned and there is no more stock and they will refund £200 back to the card we used. Spoke to customer service who are useless apparently managers and supervisors do not take verbal complaints or are willing to talk to unhappy customers regarding any issues their job when I asked is keep their staff in check!! I am a gold card holder and can not believe that this is the way they operate their online service. Needless to say I will not be using the card again if this is their idea of customer service. Will not be using Debenhams again in any shape or form.
7th Nov 06 12:11

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Lisa

Debenhams Internet Service is appaling - as for their customer service, I don't think they know the meaning. Stay well away!
6th Nov 06 06:11

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JT

People please!
How does anyone expect the customer service of a multi million pound company that treats it's staff like absolute rubbish be any good at customer service! Saying that, customers were treated ok, so that gives you an idea of the level of "respect" that is given to staff. As an ex-employee (and quite happy to be!)I had since then only been near debenhams to shop online only to find that my login details are suddenly invalid, (Sat 4Nov)(bearing in mind on Tue 24th I ordered a £35 item online and logged in fine, payment accepted, email will be sent etc)After I didn't receive that email I called the customer service line on 08445 616161 which then told me (LOL) "Oh yeah, the website has been updated and all old details are gone, you will need to register as a new customer from scratch (?!) I asked her for the details as to why I wasn't informed and I was told "They didn't tell everybody," and apologised, so now I ask where did my details go as I registered my card online and was out on hold only to be told to email, customer services, (Hold on, who am I speaking with??!!) She gave me all the details to email the department she was meant to be working for!!! (?!) All the same when I called up the card services on another number I was told there was no such purchase on my card so I'm keeping an eye out but it looks like I escaped a huge complication.

I will not be re-registering for Debenhams Online EVER AGAIN!!!
6th Nov 06 02:11

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Avril Southampton

Debenhams what a joke would advise anybody considering buying furniture to shop elsewhere as its not worth the hassle they put you through. Still trying to resolve a problem with them concerning a table and chairs bought in August. Nobody is interested, once they have your money customer relations ends.
Avril Southampton
5th Nov 06 10:11

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Reb

If ONLY I had read this site before mistakenly making an online purchase from the nitwits henceforth known as Debenhams Direct!! In summary - lost product, ignorant & completely unhelpful emails, no refund yet - I too shall resort to writing to the MD. So, a salutary warning to all (purely from my own opinion, of course!)......shop at Debenhams Direct AT YOUR OWN PERIL! 'Caveat Empotr'!
1st Nov 06 11:11

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Em Web

I too had a dreadful experience with Debehnams on-line. I ordered shoes and a belt on the premise that they would be delivered within 5-7 days, coinciding perfectly with a social engagement I was attending. I ordered the belt in addition to the shoes to up the order to a certain price in order to redeem a nectar voucher I received through the post (points which were never awarded!). 7 days passed, then 8, then 9....and no sign of the order. I sent numerous emails and received delayed automated responses. I phoned a customer service number and spoke with the rudest lady I have ever come across! Despite the phonecall being made at 5pm, I was assured the order would arrive by the end of the day. Nothing arrived. 3 days later, a guy in a car held together by sellotape arrived at the door with the item. I wrote a letter of complaint to Debehnams head office and received an automated print out informing me that my order had been lost in transit(!) and I would have the money credited to my account. I later realised that lost in transit was used so they could claim on their insurance. Cheeky swines!!
27th Oct 06 10:10

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Sam

I am in a similar situation. Debenhams have charged my credit card twice back in April and then in August for a wedding present bought through their online gift registry and I am still struggling to get them to refund the duplicate amount to me. They are a joke!
Not to mention the fact that most of the goods from my brother's gift registry were delivered damaged.
Shocking service!
20th Oct 06 03:10

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Posy

I was a staff member of Debenhams (previously I worked for Allders but you remember we were taken over?) I have worked in Harrods, Selfriges and BHS but have never come across such surly management as exist in Debenhams! The customer is never right; the prime focus is to sell and sell and what happens afterwards is not important; staff are treated very badly - bullied. I am convinced they are trying to build the business up to sell or float it. They are certainly not trying to make a name for themselves with quality and service! I am so glad to be out. Along with many others I might add!
11th Oct 06 03:10

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Wednesday fan

Debenhams have pestered by email box with junk regarding on line shopping for 6 weeks. Tonight I decided to shop but the site will not let me on. After trying for 6 hours I gave up. Absolute rubbish and so are their shops and service!
4th Oct 06 09:10

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Angus

Debenhams represent the worst experience that I have had with on line shopping. I ordered a Rattan 4 piece suite for £242 which was rapidly extracted from my account.When the suite arrrived it was well packaged but when completely unwrapped it had a serious defect.Contact Debenhams who apologised and sent another complete unit which turned out to be worse than the first one.This time I hadn't unwrapped the suite as the damage was apparent on the outside.Following the return procedure the suite was duly picked up on the 26th August.Detecting that no refund was detectable in my account I contacted them for the fourth time to enquire where my refund had gone.Their response was the goods had to registered back in their depot and I should wait approximately twenty days before expecting a refund.Having read your interesting feedback I rang the head office number and was linked to customers services where the phone rang and rang with no response.Having sent a number of irate emails that they didn't respond to I phoned a customer service number and finally got someone who was very helpful. She confirmed that the goods had been received by them on the 4th Sept hand the computer had not automatcally triggered a refund.My refund should be on its way to my bak with an estimated arrival time of five days.
I will certainly take some convincing that using Debenhams again would be a good idea.
2nd Oct 06 10:10

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Bryan Wrightson 18/9/06

Because of glitches on Debenhams pathetic web-site my wife's order was (almost) triplicated even though she never had an acknowledgment that the order had been recieved. We returned the unwanted goods promtly but still had to settle the whole bill as it took them so long to acknowledge reciept. We recieved a statement on 26th August and I asked for a cheque to be sent for the credit balance of £176.00. I was told by an Indian sounding geltleman that this was no problem and a cheque would be sent at once. Now the 18th of September and three or four phonecalls later the cheque is still 'in the post' Debenhams needs to re-evaluate it's so called 'Customer Service', 'cos as far as I can see, there isn't any!
18th Sep 06 02:09

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Ray of hope

I realise this system is for gripes, but I used Debenhams for my wedding list recently and it was a fantastic service. We arranged for the goods to be delivered two days after we got back from honeymoon and that the day before they called us to confirm all was still ok. The goods arrived all nicely wrapped and everything was in order. They had even wrote out all the gift tags by hand for all those who bought online.

After the wedding we have bought a new wardrobe which arrives tomorrow. The order went through fine, they rang me to organise a delivery date, and then the delivery firm rang to confirm the details and offer another deliver date sooner than the first if that was acceptable, which it was.

So all in all my experience of Debenhams online and wedding services has been great.

Always room for balance on these sites.
18th Sep 06 11:09

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Jon & Sarah

My Girlfriend and I have made several orders to debenhams in the past year and every single order has had an issue or another. My GF has got someone elses order instead of her own, We have recieved excuses about dispatches from the wrong warehouse. This is the worst online incantation of a high street retailer there is.
16th Sep 06 09:09

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****

I ordered a bikini from Debenhams on 11th August for my holiday, after contacting them 7 times to find out what had happened and costing me a lot of money. l was then told on 14/9/06 that l would be receiving it but 20/9/06. I visited Debenhams store in Brighton 13/9/09 they had it in stock but did not buy it only to get a letter the next day saying it was not in stock any more. NEVER NEVER NEVER SHOP AT DEBENHAMS ON LINE.
15th Sep 06 10:09

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Virginia

I concur with all of the above comments. I am still waiting for a travel cot ordered o n 8th August (delivery within ten days). No telephone number to contact and emails are slow to reply and simply fob me off. I have asked for my money back, but still no response a week later. Will try head office as suggested above. Unfortunately this service was used in response to a Which? report on travel cots.
5th Sep 06 10:09

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Tina

I shopped at Debenhams directly at the beginning of the month. Goods were faulty. tried to return them to customer services. They refused refund and credit to the my personal account. They treated me so badly that just hearing the words debenhams makes me sick. Please customers think twice before you shop in Debenhams stores. They have no respect for the trading standard acts whatsoever.
29th Aug 06 06:08

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jillie

Well I came on line to try and find somewhere to complain to Debenhams about their service and found this site. I ordered £399.20 worth of table and chairs. Was rung up and told a date it would come, waited in all day no item, then got a call from Debenhams to say the courier would contact me re delivery, I stated he had contacted me but didn't turn up. Was told to wait for contact, then got a phone call to say they had tried to deliver, guess what without notifying me first and they couldn't get lorry up the lane....err well how about going main road instead?? So then given another delivery date, waited in all day and again no item arrived. After about another 12 calls to head office, customer services and customer relations (what a joke), the item arrived this morning with no phone call re delivery and luckily my husband was home. The table was scratched either end and I don't know whether I can bear to go through a collection and delivery again. Any ideas who I contact to complain by email or letter??
18th Aug 06 05:08

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becks

Must say after phoning head office Debenhams see 1st page you get to speak to very helpful staff who know what they are doing. After one call to them problem sorted money refunded to my bank next day plus gift vouchers for inconvenience WHAT A CHANGE. Lets hope the stores follow there example with prompt helpful and staff who return phonecalls Well done head office
10th Aug 06 04:08

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becks

Never use debenhams direct for wedding gift list service. Money taken out of account next day still no present or refund after 9weeks. Many e mails never answered and calls put on hold for over 30mins. I will never use this service again with Debenhams
7th Aug 06 01:08

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NY

Awful service - 3 weeks later, I am still waiting for nearly £100 worth of goods which they are delivering to the wrong address - useless customer service, and downright rude as well. I was told by the snotty customer service desk that I would get a call back about my missing parcel (no call) 'purely as a courtesy call' - talk about begrudging. Never again.
27th Jul 06 07:07

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Linda Portsmouth

I asked for £125 compensation. I got £30 and I do advise anyone to ask for compensation.
However, I got a card which I have to use in Debenham's. Groan!
One does not, legally, have to accept this but I will do so as I have a store near me.

So, ask for compensation and tell them you want a cheque or money just put onto your card again.
20th Jul 06 07:07

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snoffy

Linda
I too got some compensation (unasked for) in the form of a Debenhams gift card. Whilst that is nice I would much rather have been told the truth from the start. Anyway all's well that ends well. I found a replacement table and chairs, cheaper than I would have paid at Debenhams, and I could collect it the next day. So I can now eat in comfort. :)))

All in all, apart fromt the grief it has caused me, it has actually worked out better all around.

Hope it works out for you too.
20th Jul 06 07:07

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Linda Portsmouth

Snoffy - wow, of course you didn't get your table and chairs, I didn't either. Yes, I was told 7-10 days means 21.
LOL - I mean, you've got to laugh....
I got £30 compensation BUT as a credit note, NOT cash.
When you complain about goods, the trader may offer you a credit note. A credit note allows you to return the goods and buy something else for the same value.

If you have the right to a refund, repair, replacement or compensation you don't have to accept a credit note instead, although you may choose to do so. You may also choose to accept a credit note where you don't have any of these rights.

So now I am trying to get cash. I waited 7 days for the original paynent to go back onto my credit card. Guess who contacted who about it?
"Oh yes, I'll be happy to do that but I do need your credit card number again" was the email response!!!!!!!!!!!!!!!!!!!
They cannot imagine the sense it makes to contact the customer themselves.
19th Jul 06 01:07

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McRobbie

Hi E A Higgins. Debs wont be able to add your nectar points on as their till systems only allow same day amendments. Sorry to break the bad news!
17th Jul 06 11:07

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AAF

I ordered from Debenhams - goods arrived quickly no problem - it was unsuitable so I called the courier to collect three and half weeks ago - he said he would come that day. He did not. I called again - he said he would come - he did not. I called DD they said he would come on Friday as they had called him directly - he did not. Arrrgh.
10th Jul 06 07:07

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E A Higgins

written twice to receive points becausei forgot to offer my nectar card
10th Jul 06 03:07

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queenie

Dear Pat - I'm sure you will be OK. How awful that we now have to add 'bullies' to Debenhams list of incompetences.
Best of luck and try not to worry.
9th Jul 06 11:07

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Queenie

Finally finally, after Debenhams had chucked every prewritten response at me - we have delivered your order, we have not delivered your order, it's too late to cancel your order, please order again, we have written to you, we will write to you......with threat of immediate legal action, I received an email confirming the funds taken (stolen) by them from my account had been refunded. 'they look forward to welcoming me again as a valued Debenhams customer' they wrote. My succinct comment to that is understandably unprintable.
DON'T SHOP AT DEBENHAMS......
9th Jul 06 11:07

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snoffy

Just to let you know my dispute is now settled and my GE account has been credited in full for the goods.

I hope those of you with complaints still unresolved also manage to get matters sorted out to your satisfaction.

Now to find an alternative product and then wait the interminable period for delivery!
8th Jul 06 09:07

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pat

I paid off my Debenhams bill £161 by cheque immediately it arrived in June at my local store and was given a receipt.

I was asked to produce my Debenhams store card at the the time and the number was processed.

July arrived, with another Debenhams bill, saying, that as I had not settled my account in June I would have to pay £18 in interest charges on top of the £161 still owing.

I was horrified.
I immediately went to the store where I had paid my bill taking all receipts with me.

The manageress phoned; GE Money and tried to explain my predicament but they would only speak to me. In all, I spoke to four different personal, giving different sucurity details each time. I was near to tears as as I couldn't hear or understand as two of them were foreign sounding. I'm nearly seventy years of age.
All the personel from Debenhams, G E Money , said that they had not, got my chegue paid in June; and suggested I contact my bank for a copy of the cheque as proof. When I said; that this would cost me, they had no sympathy. I fould the whole team from GE banking very rude.

The Store Manager then discovered after looking closely at my store receipt that I had paid with my old, Debenhams store card, not, the Debenhams credit card I'd received in the post just recently and this was the fault.
Debenhams had accepted my cheque using my old card
The Asssistant accepted my old blue store card, and the till proccessed it.

I'm hoping now that the £161 I have in credit on my old card will be transfered to Debenhams G E Money.

If not I shall probably end up in the Debtors prison.

If this business ever gets sorted out I shall close my account with Debenhams and not shop with them again
6th Jul 06 06:07

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Heather Dunkin

I am also fed up with this stores on line SERVICE? I spent three hours yesterday trying to get them to take large order, finally at check out, guess what. they would'nt take my cash. THEIR LOSS.
4th Jul 06 06:07

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Snoffy

Linda
Yes it was. I too was under the impression from the website it was on a 7-10 day delivery but was told no,I had read this totally wrong and it was 4-6 weeks. How stupid of me to interpret a statement saying 'delivery 7-10 days' as meaning this!!!!

UPDATE: WHAT A SURPRISE
Did get some calls........but no credit is on my account as of last night when I spoke to the nice lady in India who told me that the 'computer says no'. I am told I am liable to settle the account or interest will accrue. I have now written to GE and Debenhams again.

Will I be shopping in Debenhams again? What do you think?

Oh well Debenhams.......as the saying goes 'you reap what you sow'!
4th Jul 06 11:07

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Queenie

Even Deb's online job application form does not function - perhaps they have no staff there. just huge empty rooms filled with computers churning out those ghastly automated response emails! There's a thought......
1st Jul 06 12:07

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queenie

Following the above, I immediately cancelled the dress I had ordered (obviously not received) and asked for confirmation of receipt of my Cancellation and not another of their ghastly automated reponse emails. No prizes for guessing what I got! I wonder if we could make an insurance claim for damages caused to us by the stress of having to deal with the Customer non-Service uneducated, unhelpful, unqualified idiots.
30th Jun 06 07:06

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Queenie

Oh My God! I thought the disgraceful service I received was a one-off! How very depressing. Watch Dog calls for us loud and clear.
30th Jun 06 03:06

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Linda Portsmouth

Hey "snoffy" - was it by any chance the Wickham table and chairs??????????????
30th Jun 06 12:06

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Linda Portsmouth

Oh how I identify! I have waited 2 months for a table that I was told would arrive in 7 days. It has always been ME emailing them asking for an update. They are intolerable.
Thanks for the address of the managing director. I shall be contacting him pronto.
30th Jun 06 12:06

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snoffy

UPDATE: POST 26/6/06
I was contacted today by Head Office to say they would agree to cancel the order and credit my account in full. So assuming they do this, all I then have to do is to try and extract the money from GE so I can go and buy something else. I suppose it will be another 6+ week wait once I find a replacement.

Anyway, in fairness I have to post this but should I have any more trouble I will submit a further update.
27th Jun 06 04:06

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Snoffy

Ordered a table and chairs 6 weeks ago and nothing turned up. I have spoken to a very polite and helpful staff member who basically informed me that my order is on hold. Funny because that was news to me and equally annoying as they have just had my money for the goods! I am told they have a major supplier problem and that the goods ordered cannot be delivered as they have now cancelled the contract with the supplier.

Simple - I requested a refund and to cancel the order. I am told only Head Office can authorise this.......but I thought I was talking to Head Office. Supervisior advises no they cannot authorise it. So they will contact Head Office passing on my request (along with many others it would appear from this forum) and they will contact me and let me know if I can do this! WHAT?

I pointed out that they have failed to supply the goods and cannot indicate when they will be in a position to do so. How can they not refund and agree to a cancellation when I have given them a reasonable opportunity to supply the goods as ordered? It would appear that I am naive to think like this so have to wait for some communication, which given they didn't bother to tell me in the first place is somewhat worrying. I asked for a name and contact but was told no, they would raise the request and I would have to wait.

In essence I am cancelling my Debenhmans card today and will not be ordering any more goods from them. I also advise anyone thinking of ordering through Debenhams direct to think twice. Customer Service is not a concept they seem to be familiar with.
26th Jun 06 01:06

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Gift card hell

I've had great problems with Debenhams and the website. They do not want to help and ignore the fact that they have issues which need resolving. I have spent a large amount of money with Debenhams and i'm still getting pushed from pillar to post. It would be nice if they knew how to run a website company as well a number os stores. The service is awful and if I didn't have a number of gift cards still I would bother to shop there again.
7th Jun 06 01:06

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Paul

Total disaster. Ordered a lawn mower SIX WEEKS ago and am still waiting for delivery.

Numerous e-mails and several phone calls keep producing a different delivery date, but no lawnmower.

Anyone considering shopping online with Debenhams....DONT DO IT!!
5th Jun 06 08:06

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Owen

Fully agree with all of the comments. We have tried 3 times to order a set of cutlery via the website. In contrast to many posters we have had the item promptly....the only problem being that when you open the packaging up they have sent completely the wrong set every time, despite the outer labelling being correct. This is after waiting in for couriers to deliver the item and pick up the return. Requests for refunds were met with responses saying that money had been credited back to our account (it hadn't), a letter had been sent to us (it wasn't) and a cheque was in the post (it wasn't). All the time Debenhams continue to earn interest on our payment. We eventually get a completely unintelligble system generated letter and a cheque, 4 weeks after the initial order. The latest and best suggestion from the goons at customer service was for us to "order the wrong set of cutlery" and hope that we get the one we wanted by pure luck.
Suggest every disgruntled customer buys a share and exercises their right to attend the AGM and tell the idiots in charge how useless they are.
24th May 06 01:05

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red dress

I have had a very bad experience with debenhams. I advise noone to shop there.
14th May 06 05:05

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Sarah

Having similar problems to a lot of the other customers. Bought a bathroom cabinet which looked completely different on the website and when it arrived was damaged. I sent it back for a refund 4 March, almost 6 weeks later and they still say they haven't received it! I have sent numerous emails, and have so far had no luck, apparently I need to send them proof of return, but whats to say they don't loose that as well! Very frustrating that a big department store has such no existant customer service.
19th Apr 06 10:04

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Gary

Do not shop with Debhenams Direct!!!!!!!!!!!
Ordered a white bathroom cupboard from these guys to match a linen basket bought from the store in the same range, when it came it was grey!! I must be one of the lucky ones, because I did get through to UK customer services, but unfortunately she didnt seem to think there was much of a problem with that. Have sent it back, but 2 weeks later still no sign of a refund (money went out of my account same day - no surprises there).
I only wish I had read these posts first.
I would advise no one to shop there. Its not so much the problems with the products / delays etc we all know stuff like that can happen, but the shear 'couldnt care less' / unwillingness to put it right attitude they have. Don't take my word for it, read the other posts.
Have I said don't buy from debenhams direct!!!
15th Apr 06 11:04

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Gouldy

What a joke Debenhams Direct is. I ordered a bed with a mattress and was quite impressed when it turned up 5 days later, but minus the mattress. I tried calling and got thru to India who thought it was evening when actually it was 9am!!. He couldn't find any details and gave me another number, so I called and then was given another number, then told I had ordered a bed without the mattress, when quite clearly on my receipt it states with mattress. I was then told to email, which I did and 4 emails toing and froing they are still not listening to me and insisting I have only ordered a bed. I have told them someone has cocked up on their website. It is cheaper to buy a bed & mattress than it is to buy a bed, but since this is what is stated on my receipt this is what I am entitled to. I have now asked for their chief exec's address and surprise surprise, I haven't had a response. Avoid like the plague.
11th Apr 06 07:04

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Steve

I'm a researcher working on a new consumer affairs series for the BBC about customer service. I've read the above with a lot of interest, but can't contact people who've posted here. If you've had a problem with Debenhams direct and would be happy to discuss it with us, get in touch with your address/telephone number and a summary of your problem and we'll get back to you:
service@diversebristol.tv 0117 9856916
3rd Apr 06 05:04

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Visitor

Ordered a birthday gift from Debenhams online which had not arrived 3 weeks later. Telephoned customer service and was just told it had not been despatched and would I like to re-order it. When I asked what the problem was and why had they not emailed me to tell me so, the response was "I don't know". They seemed surprised that I considered this to be a problem at all! So (big sigh) said OK, re-order, to then be told that one of the items was not available anymore. I can't believe that their customer service is so useless, not what you would expect from a big name like Debenhams. No way to track orders when logged in online, so have to speak to these monkeys on the phone and their system is obviously not very sophisticated. Will stick to John Lewis online from now on.
31st Mar 06 05:03

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