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Problems with order at Debenhams online

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My gripe is about Debenhams online.  I live in Spain and was delighted to discover that I could buy goods from Debenhams online and have them posted to a friends address in the UK.  The first time I ordered on line it worked perfectly and my friend forwarded the goods to me.

I placed another order with Debenhams online last week and although the stated delivery address and billing address are clearly different and unchanged from my previous order, the online order confirmation showed my UK billing address for delivery.  This has caused me a problem as I only use my UK address infrequently and any package sent to that address would sit outside the door waiting to be stolen or indicating to passers by 'no one at home'.  Not a good situation.

Credit cards - ordering online with Debenhams I rang the telephone number (for queries relating to online orders) given at the bottom of the on line order confirmation.  I explained the situation and the person I spoke to was able to access my order and agreed that there was a problem.  However, she informed me that the issue could only be dealt with by the Debenhams online orders department - who can only be contacted by email.

After several minutes of a computer says no type conversation I hung up and sent an email.  I got an immediate response - this informed me that my query would be responded to within 7 days.  Not so brilliant as the order to dispatch time was 5 days! 5 days later I receive a cheery email informing me that the goods have been dispatched.

Today I tried to get on to the Debenhams website to see if I can find another telephone contact number only to find that the site is out of action.  This is a classic case of a company trying to sell online (i.e. getting the customer's money in) before they have invested in the process capability to ensure they can handle all aspects of customer ordering.

By: Sasha


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Lab

Lab

I have had the same problem with goods sent back on 12th May. I have sent numerous emails. They asked for proof of return. I sent this together with the order details. I am fed up with Debenhams, they were quick enough to take money out of my account, but have not refunded me. Their emails come back with there is a problem with the server. My husband has sent them details. A person called Amelia saw my Trustpilot complaint responded, gave her email address and still it all came back. They still send me emails promoting their online service which is disgusting. I would advise anyone not to shop on line with them because if you return goods there are problems with refunding.
08/06 Lab
1
No name

No name

I placed an order with Debenhams on the23/5/2021 ,I am still waiting for my goods,tried e mailing them and telephoning them ,the numbers no longer exsist.What a sad end to what used to be a wonderful helpful and reputable company
.If they can’t deliver the goods they should no longer trade.
04/06 No name
1
Coat

Coat

Lola&maverick_girls black padded longline coat hasn't come and i been waiting for tow weeks
06/03 Coat
1
Pat

Pat

I ordered two jackets for my husband one come it saying on website for other jacket processing but not tracking number no phone number to ring yet had the money out the bank straight away sent them e mail yesterday will update if I get a response
26/02 Pat
1
Annie

Annie

I am looking to order some Prada handbags, where's the best place to get them from?
23/02 Annie
0
DISGRUNTLED

DISGRUNTLED

I need to speak to someone, anyone from Debenhams. All the number that I have just say Customer services are closed use the email. They are not answering the email.
HELP!!!
23/02 DISGRUNTLED
1
A. Adjei

A. Adjei

The Hermes Company you have contracted to deliver the items bought from you are stealing customers' items. They take pictures or photos of the items they leave at the doors and take them away.
13/01 A. Adjei
3
Lindiwe

Lindiwe

I ordered a perfume and I received a text to go and collect it at the selected Hermes. When I got there they couldn’t find the parcel. I also ordered shoes but I received the wrong shoes. I returned them and made another order of the same shoes but they still sent the same wrong shoes. If they don’t have the shoe that I want they should explain instead of giving me something close.
23/12 Lindiwe
2
candy

candy

Non delivery by Hermes of an order placed at Debenhams - no one at Debenhams working due to virus. What can i\ do
14/07/20 candy
0
may

may

Ordered perfume online for a gift when my order was delivered it was the wrong fragrance inside the parcel. Not happy at all.
05/03/16 may
4
Jethro

Jethro

What is it with all these dot com posts, I cannot understand what they mean.
08/04/14 Jethro
0
Debenhamsucks

Debenhamsucks

ordered two pairs of curtains, same size, same colour. Debenhams delivered one pair right size, one pair wrong size! Delivered by courier, but won't send replacement by courier or collect the pair sent in error. They are insisting that I have to return to a store (my nearest is 30 miles away) or return to a post office (a bus trip away and the parcel is quite heavy). Then I have to wait two weeks (or more!) for a refund and place a new order. NO CHANCE THERE DEBENHAMS, YOU HAVE LOST MY CUSTOM FOREVER!!! Call centre staff rude and unhelpful. Several emails to Head Office have resulted in just one very standard reply telling me how to return items by post or in-store. THE VERY, VERY WORST EXPERIENCE I HAVE EVER HAD WITH ONLINE SHOPPING. Stick to the professionals like John Lewis, Amazon, etc.
08/10/13 Debenhamsucks
-2
Anonymous

Anonymous

I ordered a coffee table on line from Debenhams, total confusion didn't turn up as promised. Another date was arranged, didn't turn up! I complained to customer services and ended up contacting the manufacturer of the coffee table myself and arranged another delivery date. I don't suppose to this day Debenhams know if I have my coffee table or not but hey never mind they have had my money for ages! apart from the initial automated email reply I have never had a response from my many emails to head office. In fact I think Debenhams need to educate themselves on customer service. Debenhams is a total disaster. I will never shop with them again and have advised my friends to steer a wide berth too. I will stick with my usual department store in future, good old JL.
16/09/13 Anonymous
0
T

T

I really do like Debenhams, especially there kids designer selection, however its getting completely frustrating to say the least and having massive problems on there website, the fact of just adding an item to my basket whilst shopping seems IMPOSSIBLE, and very slowwwwwwww, let alone going from one page to the next it just does not seem to happen, as days go by with the sale now on, find it as a missed opportunity, sadly and ultimately BAD CUSTOMER SERVICE, just sort it out DEBENHAMS.
19/07/13 T
0
S Dudley

S Dudley

I ordered 8 dinner plates, 8 dishes and 8 side plates from Debenhams, the order came really quickly and the order was complete, so what is my gripe? each item came in a separate box with loads of packaging, what a waste of packaging and how environmentally unfriendly was that. I had 24 boxes to unfold so that they would go into the recycling flat, and the packaging took up one and a half recycling bags, the boxes took up another. It took me about an hour to unpack them all, squash the packaging and flatten the boxes, which weren't small. You could have got 4 plates with packaging in one box easily. They ask customers to write a review online, but don't give the online website address and I have spent ages trying to find it, which is how I dropped onto this site.
15/05/13 S Dudley
1

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