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Problems with debenhams online and phone ordering

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My gripe is about my dreadful experience with Debenhams online and their telephone ordering system.  Here's my email to Debenhams that explains it all.  I have replaced sensitive data with Xs. They are certainly not kisses for Debenhams!

Dear Sir or Madam

I am writing to register my displeasure at the Internet and Telephone Ordering system.  Either it, or your agents or both are inefficient.

I, and my wife, have been trying to order a pair of boots.  The website won't work because it insists on an expiry date and security code.  My wife has a Debenhams Gold card that carries neither of these.  We were advised to enter any date and security code.  So much for security.  I tried this and it did not work.

I then ordered using my Barclaycard.  Last night I had an email advising the order had been cancelled due to "Security Issues".

I rang the telephone line this morning, gave my order and stipulated a different delivery address to our home address.  This was confirmed by your agent.  I have now had an email confirming the order but the delivery address was our home address.  Your telephone and internet ordering both boast that items can be sent to home or work, so what's the problem?

I just rang and spoke to your agent Imran who was very helpful, but of course, because of "security" could only speak to me if my wife spoke to him and authorised it..  I had to call her to the telephone from the bathroom.  I was then advised that the only way to correct the problem with the wrong delivery address was to cancel the order and re-order.  Of course, this then involved finding my wife's Gold Card so that she could give him the number AGAIN!

Imran has confirmed the order (106004101) and delivery address as XXXXXXXXXXXXXXXXXXXXXXXXX.  I am not at all confident that I will not get an email in a couple of hours time advising that the boots will be delivered to our home address.

Credit card - problems with debenhams online and phone orders I asked to speak to his supervisor, because although he had done his best, I wanted to register this complaint.  His supervisor was busy, so I said I'd wait.  I was then advised that his supervisor would not be able to help me anyway and I should email this address.

In conclusion, we are going to the XXXXXXX Hotel on XXX January for our 30th wedding anniversary, and my wife wanted the boots while there.  It is too late to have them delivered to our home address.

I am also bemused by the "security " issue.  I can't believe that international money launderers use Debenhams to order boots in order to spend their ill gotten gains.  Also, if security is such an imperative (I've already mentioned the "use any old number" advice) how can your telephone agents be sure that the female voice I passed the telephone to was actually my wife?  What if I'd purported to be her and said I had a deep voice, influenza or gender realignment?  I doubt your agent would be able to challenge me for fear of "discrimination" legislation.

I do so look forward to your reply.

Yours faithfully

Philip XXXXXXX


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digger

digger

I have also had major problems trying to order items on line, as well as my husband and my son. We were all told initially that the order had gone through then the next day that the orders had been cancelled due to 'security issues'. My son had initially ordered items for his father's birthday last month, which he couldn't get so went elsewhere, then my husband ordered items for my 60th birthday, with the same result. He rang the help line and was told that he would be able to click and collect and the order would be waiting for him. He went ouut of his way to visit the store in Birmingham city centre only to be told the order had been cancelled. I then spent some time on line ordering items, some for Christmas in the hope that my card would work, but it was the same. I sent two emails to the help desk and was sent a standard reply both times, the first saying I needed to check my entries and the second email said the same thing, even though I had stated we had all three of us entered the details correctly and had no other problems with any other online purchases. This is terribly unprofessional on the part of Debenhams, and extremely infuriating to be repeatedly told that we are not entering our details correctly and that they are accepting no responsibility or showing any desire to resolve this.
From an extremely annoyed ex Debenhams customer
Birmingham
digger
3rd Dec 16 12:18

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Very sad

Very sad

Still waiting for a order I needed for this weekend. Phoned yesterday and was told items were out for delivery...NEVER ARRIVED I will never use Debenhams online ever again as its the most terrible service.

Most disappointed
Very sad
16th Oct 14 07:00

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0
george.

george.

After a week of chasing the order I placed with the Debenham's click and collect service, they have now told me that despite having dispatched the item to the store and the five phone calls that I made subsequently, that they are now unable to process the order and are unable to re issue the order, despite having it in stock! because of the system they use, they can only offer me a refund, and should I continue to want the item then I could place a new order !. I believe this service is at fault, that my time has been wasted, and that Debenhams staff are unable to rectify their mistakes. I regret having placed the order with them. I don't think I would want to subject myself to the same experience again.
george.
3rd Feb 14 23:46

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itsamanthing

itsamanthing

Being a girlie type redfragglebiker you've probably got another 30 handbags to fall back on, so panic over.

You may even fall back in love with an old member of your collection, every cloud eh!
:-)
itsamanthing
10th Jan 14 14:25

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redfragglebiker

redfragglebiker

Terrible online service here too. Rang to chase a handbag I had ordered online as it's been showing as received at hub for a few days now with no movement. Guy on the phone was ridiculously uninterested, told me I would have to wait for 10 days for it to show up and if it didn't after then then they would "consider" refundind but that this would take a further 7-10 days. No offer of trying to track the order down, refused to give me the tracking number so I could contact the courier myself. The bag is also now out of stock so I can't order a replacement and if I asked him would any of the stores have one left in stock his reply was "I dunno" He didn't even offer to check!
redfragglebiker
10th Jan 14 13:57

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1
artuk

artuk

Interesting this just cropped up as I have never bought from Debenhams before but just tried to order a laptop online from them, simply because no-one else has the model I want. So far I have almost given up as the whole system is just far too 'cumbersome', I buy many things online which is very simple but the Debenhams online system is so slow I gave up and am thinking I should make more effort to buy from someone else. I refuse to use the phone as they only give a premium rate number so probably better I quit now and look elsewhere, as if their system 'fails' then I may be compelled to pay silly money for phone calls.
So thanks for reporting your experience.
artuk
8th Jan 14 12:45

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1
dragonfly TV

dragonfly TV

Hi Phillip - I am working on a Channel Four Documentary about customer service and would like to speak to you to find out more about your gripe with Debenhams. Please can you get in touch with contact details via lewis.hatfull@dragonfly.tv
dragonfly TV
8th Jan 14 12:42

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Steffiegirl

Steffiegirl

Unbelieveable......but believeable. Did you get the boots in the end ?
Steffiegirl
8th Jan 14 10:19

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2
Charmbrights

Charmbrights

Believe me, Debenhams are not the only ones. Tesco demanded to speak to my wife before they could send a replacement case of wine (wrong wine delivered) AT NO COST to us, simply because the original was ordered on MY account with HER credit card.
Charmbrights
8th Jan 14 09:48

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tonyeeee

tonyeeee

Very much agree with the comments about Debenhams online and telephone services they crap ! Just to add to it has anyone used in store a Gift card? had an unusual experience over the amount on the card. picked an item about 10p less than the amount and said it doesn't matter about the change ,and they would not let me spend it.......I also tried to spend it on line and could not do so.
tonyeeee
8th Jan 14 09:05

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