Problems with order at Debenhams online

Buying something from Debenhams online was the worst thing we ever did. Why? I ordered a coat for my wife which was in stock at the time. All seemed fine. After two weeks of waiting for a delivery it never turned up. I had contacted Debenhams a week previously to tell them it hadn't turned up, and they finally looked into the matter. But they insisted it had been sent out and wouldn't do any further checks untill a ten day period was up. After ten days had elapsed I sent them an email, and then I got a phone call to say there had been a mix-up at the warehouse and it hadn't sent out at all. By the time they had done this check the coat was out of stock and the girl on the phone said she would refund the money we paid back to our account. Now there seems nothing wrong with that. But my wife wanted a coat, not a refund of money, and I think that Debenhams should have sent another coat to her, even if it had been dearer than the one we ordered. This was their fault entirely and we are now minus a coat and all the anxiety that went with ordering it for no reason at all, other than their utter incompetence. I will never shop online with this bunch of idiots again, and I will warn others to do the same.

C Green, I had the same problem when ordering over the phone with Debenhams. An item of clothing I ordered was being sent to me from a Debenhams store in another city but was "damaged in transit." Nobody informed me of that though. I only found out when I saw that the money had been refunded to my card and then called customer services to see what was going on. I wasn't able to re-order as there were no more of the item in stock. Here's the crazy bit - a few days after receiving my refund, a courier shows up unexpectedly with my item. And yet they hadn't charged me again for the purchase! Their appalling customer service and organisation are hurting not only us consumers, but their business as well, seeing as they're now sending out items free of charge. I'm sure I'm not the first person this has happened to.

Debenhams problems with online ordering are a fundamentally flawed systemic failure
I placed an order for an aftershave gift set on 31 December. Placing the order, I waited for delivery over the following days, only to receive an email on 3 January stating the item was being returned to supply. No reason was given. The next email I received on 4 January; stated the item had been returned and a refund processed. Not knowing the reason, I contacted the Customer Service Department. Seemingly the item was damaged in transit, yet this information was never given. I asked why I had not been informed and indeed offered a replacement to complete the order. This went totally over the head of the woman dealing with the complaint
I wrote to their CEO, thus explaining that their Company policy makes no business sense whatsoever. My customer order was not fulfilled and no attempt was made to complete the order placed. They never contacted me to ask if I wanted a replacement, preferring instead to simply process a refund. I did want a replacement, yet was never offered one
Apparently Debenhams are looking into online ordering, this will be discussed at Board level, yet the outcome will not be known. It seems that customers are very unimportant. When speaking to another Customer Service representative at Head Office, post the response letter received from Customer Relations Department Manager Paul Cavanagh, she had no idea how customers would be informed that new changes have been adopted
Paul Cavanagh in his response letter of 17 January believes the current online system acceptable that the customer should be made to re-order the item, i.e. go through the entire process again, which is not good customer service practise. The Company’s use of the slogan: Britain’s’ Best Department Store, is a slogan that deluded Debenhams executives alone believe to be the case. Customers having experienced such appalling customer service standards know otherwise

Avoid ordering from Debenhams online. They take orders for things they haven't got in stock and keep customers waiting for weeks. Completely useless!

Sasha You are not alone Debenhams website is hopeless. I have been trying to order for the last 4 days - site hangs, and is so slow the shopping bag times out before I have finished shopping.

Never had a problem with Debenhams online. Always received my items either at home or the stores. There is a little confusion from staff regarding paperwork when return stuff via the stores.
But with a little patience and understanding on both sides, all resolved.

I like their choice of products and the beauty items are incredibly cheap compared to other stores. With 15% and £5 off - my beauty item was really cheap and miles cheaper than Boots.

Debenhams - better than all the other catalogue companies and wide choices make it better than M&S

Rubbish service from Debenhams online courier Hermes
I have never experienced a courier which provides such a poor service. The courier refused to leave my parcel in the secure place I requested and insisted they could only return to deliver when I was out at work, they had no option for a different time and no depot at all where parcels could be collected. There was no phone number to call except the individual mobile of the courier who refused to help. The so-called 'customer services' at Debenhams suggested that I go out and repurchase all the items from on of their stores! (great online service) or email their head office. I have emailed the head office but had no reply. What is irritating is that they have my money, so the goods belong to me but the courier will not follow my instructions to leave the parcel in the secure area under my gate. Happy Christmas Debenhams and Hermes!

I have ordered some curtains from debenhams but they are unfortuantely not what I was after. I am now trying to return them as stated on the website, and on the returns note which says that debenhams will arrange a courier to collect, when I rang them to arrange this they tell me that they have to be taken back to a store, they said this is clearly stated on the website ... I can't see it anywhere and I would certainly not have ordered them if I knew this. I suffer with M.E .. the whole idea of ordering online is for ease of shopping, now I am expected to go 40 miles on the train and walk through the manic christmas shoppers of Brighton with a heavy box, and also pay £14 on a train fair to return them ... I think not !!!!

I have had a similar problem with Debenhams and agree they are not ready to send abroad yet. They have a number of issues surrounding sending packets out from different warehouses and crucially being unable to track the parcels once sent out. Indeed, they provide the overseas customer with tracking numbers that lead to no links whatsoever. I have three times ordered and all three times the orders arrive in separate packets, one of which ALWAYS goes missing. As they are not trackable, I cannot see what has happened and nor can they. A shame places like M and S, Next, Amazon can get this right and they cannot. But that is the way it is. Regarding the Billing address problem. It ain't easy to find but you can go into your personal information section and change the billing address from there only. I did. Not that it mattered in the end as the stuff got lost again. I will give up until they have got past steam-drvien internet sales abroad.

Mr Newportpagnell you son of bugbee. now my poor boyfriend is frezzin his willie off

I ordered a dress using this system from the Mahon Point store, where the dress I was interested in was in a really poor condition (broken zip and worn fabric). I was told that the Dublin Henry Street store had one in stock in my size, I therefore placed an order for it on that day.

I was called back on the following day by Debenhams Henry Street, in order to finalise the transaction. I specified my address and my laser card details to pay for the item and the delivery charges. I specifically asked the person about the state of the dress (as I was worried it was in the same state as the one in Cork), she replied that it was in perfect condition and that she was looking at the dress right now.

My account was automatically charged the full amount including delivery.

However, I got a call the day after I finalized payment by Customer Services from the UK, notifying me that the order got cancelled, without giving me further details on the reason of the cancellation. I explained that I already paid for the item the day before and they promised to look into the matter and call me back.

This is now the 9th working day after my order has been canceled. Haven't been called back so far, haven't received the dress nor haven't been refunded, I decided to call again Customer Services today. Again they replied the order was cancelled and they are adamant that they gave me a refund. I checked with my bank and there is no refund.

I am beginning to feel that my only option is to file a complaint with Customer Associations.....

I hate Debenham,as they out of stock all times,they take money and they dont refund it at all.returne items gets lost,what a nightmare,

I bought bedding from Debenhams. When the goods arraived they were left at the side of our house without a card bing posted. when I opened the parcel some of the goods were incorrect. I phoned them to be told I would have to re order the goods I wanted which could be done on the phone but I would have to pay again for the items . To get the goods I decided to re order as it was being processed I was cutoff. I am not happy I was on the phone for 40 minutes. No confirmation email , telephone call or goods as they had my details. The service is appalling

Ordered £111.99 worth of goods and opened straight away.I noticed that 1 item was missing and charged for.I immediately e mailed them.In all I have e mailed 4 times and spent 34 minutes and £3.44 on phone charges. still no reply from them.I will never again use them to buy anything.

same story. ordered item. delivered but broken. Trying to get them to collect and refund is like running a marathon. They have my money and I have a huge box waiting to be collected. No doubt they will expect me to stay at home all day as well.
I will NEVER use them again.