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1.8 38 Reviews

Debenhams Complaints Summary

8 Resolved
30 Unresolved
Our verdict: When using services from Debenhams with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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Debenhams reviews & complaints 38

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1:31 pm EST
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Debenhams sales staff

This afternoon 27/0/16 in Debenhams East Kilbride my fiancée excitedly was looking forward to purchasing "the shoes" to match her wedding dress. After waiting 20 mins someone asked if we required any help? after which Time I was not amused and complained to floor manager who bletherd on about staff shortages /sickness and offerd no further assistance or service, and no soloution whatsoever...totally digusted and disappointed we left the store empty handed...and bewildered how can any high street store afford to completely ignore customers...wont be back after this expeience.

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Merlin Slocumb  
Merlin Slocumb  
, US
Feb 26, 2016 4:20 am EST
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Customer service does not exist. No-one actually wants to help you even if it is Debenhams who are at fault. Exceedingly slow to process returns, I am actually wondering if I will ever get my money back. I have asked to close my account and even this has not happened. Shop anywhere but here, if you have a problem you may as well give up. One star is one star too many.

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6:22 am EDT

Debenhams Cashiers

Good afternoon, I completed my purchases and headed over to the cashier, I was patiently waiting my turn as there was a customer before me. I was to be next, when suddenly two Saudi females come in front of me and insisted that they be served. Apparently they left their purchases at the counter some time earlier. The cashier did tell them that they should follow the que, but they insisted that they should be served. I and the other customers that was patiently waiting did not agree. The manager was called in, however he was absolutely useless, and could not do anything to resolve this issue. The was only one cashier at that big section. The conversation went on for almost 15 minutes, when they decided to open another till, and still allowed the two female Saudi to be served first. I simply love this store and usually spend lots there. My purchases for today was 1550 Saudi Riyals. I am very disappointed with this kind of service, with poor customer service, and the lack of efficient staff, especially management.

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2:53 pm EST
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Debenhams item not received

Ordered shoes promised delivery maximum 4 days now over 7 days customer service less than useless they complained that the IT system is slow and hard to use.
The thing is the only way to complain is DON'T shop at Debenhams again, this is from someone who as spent a lot of money at this retailer over the years.
No wonder they are not reaching their internet targets.
Suggest they get Next to sort the orders and deliveries always on time and customer service is spot on.

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5:28 pm EDT
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Debenhams Threat

I had the worst shopping experience at debenhams ilford store.I went in to buy a perfume for my son on reduced section, there was no tester for the one he wanted.He opened one in there to try it and he didn't like it, all of a sudden the rudest security girl come on there, which called someone else and both threatened to call the police if I didn't pay for it.
There was no sign at all stating do not open perfumes .Because I had my children with me I decided to pay but the thing that upset ed me most was that she kept following me like I was a criminal never had an experience like that.I feel that now days your more comfortable and welcomed on 1 pound stores than brand ones.

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99uk
Luton, GB
Jul 25, 2014 10:00 pm EDT

don't worry, karma will visit them. leave it with their very own karma. they may escape your grievances but not their own karma.

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9:09 am EDT
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Debenhams health and safety

I have visited a store and i steped on a security tag pin on my "Scketchers" boot and after compaining the manager offerd to resole my boot, not even filling any accident form or asking at any point if I have hirted my self.
Afetr complaining again to customer service online I was sent a £25 ponds voucher but at anypont no one cared for my helth, filled a record log for the incident or cared about what happend. If this would have happedn to a little girl most likely is that thay would have got seriously hurt and no one seamed to care!

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Sammy1999
Scarborough, GB
Jan 16, 2015 6:14 pm EST

It is surely bizarre that one human being could imagine, let alone actually prevent another, from driving. I know that this is a side issue to the refund situation ... But is it ?
It could well be that someone ( a man) sees this hindrance as an opportunity to increase sales and reduce refunds.

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1:54 am EDT
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Debenhams Refunds

Debenhams is sadly being mislead by the franchise group AlShaya International Trading Co.

AlShaya has implemented in Saudi Arabia which means now when you purchase from any AlShaya store they will not give you a cash refund if the goods are unsuitable but will only give you a store credit. This is very frustrating in a country where women cannot drive and cannot try on clothing. Whats more as a consumer I want freedom of choice to buy and not be forced back into their stores. Furthermore if you do not use the credit within 12 months you lose it. Surely this is against the rules of the Kingdom of Saudi Arabia. AlShaya seem to be taking full advantage of the weakness in the consumer protection act in Saudi Arabia. Sadly Debenhams plc are being misinformed by AlShaya that what they are doing is legal.

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M. Hussam
, SA
Mar 16, 2013 8:13 am EDT
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I visited debenhams at kingdom tower in Riyadh - saudi Arabia last week end and I had a very bad experience with highly ignorant management. I took a set of socks priced as SR 40 to the cashier and it turned out that the price was SR 80 and the deputy manager informed me that it was labeled wrongly, I told him that this is not my problem and you should give the price on the tag but he refused that so I said I don't want to take it at this price and when I spoke with the department manager about this, he told his deputy that you should give the customer what the sticker says. Furthermore, last week end was 25% off, and all their fitting rooms were under construction ( men and women ) so you can't try-on what you buy, and if you did not like the item you can't get your cash money back, what a stupid management policies.

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1:25 am EDT
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Debenhams Appalling Customer Service. Needs Addressing!!

I am not having a good experience with shopping online from Spain with Debenhams. I shop online on a regular basis with many other brands, some a lot smaller than Debenhams, and have no complaints with their customer service but Debehams really needs to address their customer service. I find it appalling that in this day and age customer services will not call me back because I am overseas. So instead I am forced to deal with very slow email responses that do not address the points I have raised - infuriating! It all started last year when an expensive item was lost in "transit" and they would not simply resend the item. Instead I had to wait to be refunded and then reorder, except the item was now back to full price and they would not honour the original price. I tried to buy it (several times!) anyway, I wanted it so badly, but even though it showed available in the system, when my order was processed each time I got an email back a few days later, saying it had been unfulfilled, yet it appeared to have purchased at the time. I still do not know if that was Debenhams refusing to send me another of the same item. If it was no longer available it shouldn´t have shown as available.

Then, just last week I have had a new incident with my order not being fulfilled (again, though it appeared at the time to have gone through) and no explanation as to why, and I am looking for the best place to post it for an immediate answer as it was my husband´s birthday present needed for Tues 20th March - too late now! What I do not understand is why a department store as huge as Debenhams has such terrible customer service. Debenhams, you really need to address this...there are much lesser known companies and shops offering a customer service far superior to yours! I cannot tell you how disappointed and flummoxed I am. Answers please! A phone call would be much appreciated.

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2:18 pm EST
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Debenhams lost order

Having place an internet order for collection in store with a 4 day delivery time, having heard nothing, after 3 weeks decided to call in and collect. The store had no information on the order and put me through to debenhams customer service. They had processeed the item and dispatched it to store but it was now "lost in the system". Simple can you re-send it. Not so easy the original order has to be re-funded and a new order placed. Sounds great except the new order is placed at the current price! Which in this case increased the price of the item from £18 to £30 no amount of harranging would make them honour the original price, despite me "loaning" them my money for 3 weeks. I consider this sharp practice and will not be entertaining debenhams products any more.

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Jane Makepeace
, ES
Mar 16, 2012 11:54 pm EDT
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I had exactly the same thing happen to me: item was lost in "transit" late last year and they would not simply resend the item. Instead I had to wait to be refunded and then reorder except the item was now back to full price and they would not honour the original price.

Just last week I have a new incident with my order not being fulfilled and no explanation as to why, and I am looking for the best place to post it for an immediate answer as it was my husband´s birthday present. What I do not understand is why a department store as huge as Debenhams has such terrible customer service. Debenhams, you really need to address this...there are much lesser known companies and shops offering a customer service far superior to yours! I cannot tell you how disappointed and flummoxed I am. Answers please!

Jane Makepeace

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10:09 pm EDT
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Debenhams Debenhams

I currently work in this joke of a department store, they dont like paying their staff properly or at all sometimes, or giving holidays and days off. The managers think theres nothing better then them, they are the worst trained people ive ever met and have absolutly no people skills at all. Debenhams couldnt care less about customers its all about making sales and making their staffs lives hell. Worst department store ever, i suggest boycotting this hell hole!

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11:36 am EDT

Debenhams Lack of customer service

On 26th March I ordered and paid for 2 sofas from Debenhams. I was advised that delivery would be 8 weeks and that I would be contacted a week prior to this date to arrange this.

After 7 weeks I still had not received any information about this order and therefore contacted Debenhams via email to query this. 12 days later Debenhams responded by leaving a message stating that delivery would not be until mid-end of July, approximately 4 months after I had placed the order. There was no explanation for the delay or an apology for the inconvenience this would cause. I felt that this was unacceptable and again emailed to indicate how upset I was that they did not feel that either an explanation or apology was appropriate.

Their reply on 1st June stated "When you receive your furniture and have inspected it I would suggest you contact Customer Relations in order for us to assess compensation for you. We do, however, have a scaled rate of compensation which we must maintain in order to be fair to all our customers. Please accept our apologies for the slight delay experienced, and be assured that every effort is being made to ensure that your order receives top priority for delivery."

It was not compensation that I was seeking. I merely wanted an apology and explanation. Whilst I have, to some extent, received this, I feel it is unacceptable to describe a delay of 8 weeks, in addition to an already long order time of 8 weeks, as "slight". Also, I do not feel that it should take 3 written complaints before an apology is forthcoming.

I would not advise anyone to order furniture from Debenhams. I am a Debenhams account holder and used to place orders with Debenhams online on a monthly basis. I am so disappointed with the treatment I have received that I will purchase from a different company in future wherever possible.

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10:10 am EDT
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Debenhams Non closure of my card.

I have now been trying to close this account for two years. Each time they assure me that this has been done they send me another card.

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Elisabeth Blachard
Miami Beach, US
Aug 23, 2011 11:28 am EDT
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I just paid $24, 31 for an iPad2-64GB and my girlfriend loves her Panasonic GF 1 Camera that we got for $34, 26 there arriving tomorrow by UPS. I will never pay such expensive retail prices in stores again. Especially when I also sold a 42 inch LED TV to my boss for $678 which only cost me $68, 18 to buy. Here is the website we use to get it all from, CentSpace.com

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5:05 pm EDT

Debenhams Poor & Slow Customer Service

This morning I picked up a briefcase with a marked price of £19.99. Taking it to the till I asked for it to be sold to me at the marked price. The till girl went to fetch a supervisor, who then went to fetch a manager. The manager removed the label and said it was incorrectly labelled and suggested that I may have labelled it myself so as to gain a cash benefit. She then 'removed the goods from sale' as she put it.

I'm not sure that here actions were legal and the suggestion that I labelled it myself must be libelous.

It is a fact that I had not touched the briefcase but I did suspect an incorrect price.

Of significance is the attitude of the staff which was extremely rude, very offhand, not all customer interested and very brusque. They may have saved £50 but I'll never shop there again.

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11:56 am EST

Debenhams Stop them!

Just wanted to alert anyone who buys Victoria Jackson make up sets. The sellers usually sell the product outside WHSmith, where they claim that Victoria Jackson products are used by lots of celebrities. They claim that the products are worth £200. They also gave me a website called www.beautybox.com where they said I would get an 80% discount off products for 2 years. I bought the make up set for £30 in November 2010, and today I accessed their website. My Internet detected that it was a scam page, and I looked on the internet and found that there are lots of reviews saying about Victoria Jackson make up being a scam. The products are apparently very cheap and made in China. I was foolish to buy one set, but at least I didn't buy 2 as they were trying to persuade me to get more sets as gifts for my friends for Christmas. They were very persuasive and I thought they were a genuine company. I do use the products that I got in the make up set, but I just want to warn everyone about this scam as people may spend hundreds of pounds on more products. Something must be done to stop them!

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4:59 pm EST
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Debenhams Store card chaos

Cancelled my Debenhams Card a year ago due to a billing error but decided to give it another go before Christmas. Set up a direct debit in November. Checked my bank account to find that the first debit payment had been rejected. Fought my way through the automatic answering service to eventually talk to someone at Santander to be told it was a mistake, and the that the £12 refusal charge would be refunded. Had to pay the outstanding balance over the phone there and then by ceredit-card. Assured everything would be ok in future. Then tried to buy a jumper online and my card was rejected despite the correct login and card details and security number. Fought my way through the automatic answering service again to be told that there was no reason for it to be rrejected and that "they would get back to me". Looked at my bank account this morning and another £12 deducted despite my balance being nil. Also tried to buy online again to see if my card now worked. No it doesn't. Fought my way again to a customer rep who told me that the £12 was a mistake and would be refunded. She saw no reason that my card should be rejected and had no idea what happenend to the follow-up from my last phone call. Closed my account. WHAT ABSOLUTELY DISGRACEFUL SERVICE.

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2:53 pm EST
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Debenhams security

my mother bought my 3 children shirts and trousers on the 18th december at debenhams in carlisle, to wear on christmas day. On opening the outfits it was discovered that the security tag had been left on a pair of trousers obviously could'nt wear them. my mother dos'nt get to see her grandchildren very often and had been looking forward to the photos, which were obviously not the same as planned. I contacted debenhams who told me this kind of thing happens and take them back to the store to have the tag removed. I told them i lived 40 miles away from the nearest store and they said to drop them in whenever i could, not caring about the fact that travelling 40 miles with 3 kids is'nt easy never mind the cost of public transport. When i asked how i'd been able to leave the store with the security tag still attached, i did'nt recieve an answer to the question and they did'nt seem concerned. DISGRACEFUL

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mackem75
, US
Jul 25, 2019 3:45 am EDT
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your inability to understand new tag technology is not the store's fault. It's not a disgrace. Homeless people on the street during Christmas is a disgrace, not the inconvenience of a security tag left on precious's clothing. Travelling 40 miles with 3 kids ? Do me a favour !

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grumpyyoungwoman
, GB
Jan 18, 2015 3:23 pm EST

I feel using the word disgracful is a little harsh. It was obviously a mistake and due to the nature of what happened it would probably be the only way they could resolve it.

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*sophie*
Scarborough, GB
Jan 26, 2011 9:38 pm EST

This is an unfortunate part of retail; especially during christmas when a lot of stores take on temps who aren't fully aware which products to check-- or how to check for them properly. The reason you were able to leave is because Debenhams use ink dye tags, which burst if you try and remove them, not the "beeper" tags of other stores.

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2:20 pm EST
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Debenhams Store Card

Store do not give the extra discount during 'sales' as announced on tannoy for using their store card, unless you say that is what you want to at the till. Even then it depends which till. If it is a Debenhams till you stand a chance but if it is for eg. Jane Norman you won't get the discount even if you are buying a Debenhams product and not from their product line. I think if they announce on the tannoy to use your store card to purchase your items with to receive the extra discount that is what they should do. The onus should not be on the customer when it is their announcements adviser the customers to use their credit cards and then, they shouldn't argue at the point of payment about which items are included. If it is a Debenhams sale then everything in the store should be included!

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*sophie*
Scarborough, GB
Jan 26, 2011 9:43 pm EST

If you listen to the tannoys they usually stipulate the terms etc of it. With Debenhams it's usually the new accounts 10% OR with a voucher. It usually excludes certain concessions (i.e. chains that are stores in their own right such as Jane Norman). Trust me I listen to those bloody tannoys everyday, for hours and hours.

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7:27 pm EDT
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Debenhams Balance Transfer Missing

A Balance Transfer was requested from Debenhams credit card to Halifax Credit card on 21st of April 2009. After a month when I saw the credit card statements, the balance transfer was showing on the Debenhams statement but it never reached Halifax Card.

Debenhams was contacted in first week of June as it was identified. Was told that it could take upto 7-10 or sometimes 20 days.
Contacted again after 20 day period was told that the complaint has been file and someone will call from the compalint department in 48 hours which hasn't happened.

Called again and was told that there is not need for me to call as its been looked at and will get the explanation in written.

Called again on 2nd of July after talking to the agents for 37 minutes got Manager on phone and he told that he is not sure what has happend as the enquiry has been removed. So was promised that within 7 days will get a written explanation.

Its been 7 days today and still no phone or any written communication.

Not sure what to do now as paying minimum payment on the amount that hasn't been received.

thank you

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Elaine Parsons
OXFORD, GB
Jan 17, 2011 8:56 pm EST

Despite repeated phone calls to very poor english speaking call centre operatives I have still not received a refund of about £70.00 on my Debenhams Credit Card which I accidentally overpaid in October 2010. They have lied so many times and said it has been sent or will be done within three days but still no joy. I cancelled the credit card a while ago because out of the blue I received a letter saying they were putting up my interest to almost 28 per cent Our local Santander branch were totally disinterested and told me to go to Debenhams Customer Services and take it up with them.
I would never ever deal with Santander again.

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jazzymina
Delphos, US
Aug 23, 2011 12:04 pm EDT

im having the sam problem with the ###!

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srinivasa cherukula
Redhill, GB
Jan 26, 2010 2:43 am EST

I have requested the balance transfer in December 2008 and contacted them many times, the response was so poor.

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srinivasa cherukula
Redhill, GB
Jan 26, 2010 2:40 am EST

Hi This is srinivas,
I have done a balance transfer from debenhams credit card to HSBC credit card, balance never appeard on HSBC credit card and it was appeared in my Debenhams statetement, I left country and tried many times calling Debenhams no use, I called GE money no use, I called HSBC, they said I need to trace with Debenhams only not with HSBC. Whom to contact, I have lost all my credit history and struggling alot to get a card, phone contract any thing. Who will help to raise a complaint and go to to human rights.

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3:48 pm EDT
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Debenhams I was &arrested&

A shop assistant in Ilford Debenhams told me that I was NOT ALLOWED to stand outside my daughter's cubicle and discuss the clothes she was trying on as store's rules said you could not have two people in one cubicle (nice that they think all their customers are criminals) I said rather angrily for her not to be ridiculous and I would go into my own cubicle shortly when we had finished discussing the clothes. She went off and called security! Three men burst into the changing room where my daughter was half undressed and demanded that we leave the store. Again I said dont be stupid, we are customers trying to buy clothes and this pays your wages ... they then physically assaulted me and dragged me across the store in full view of other customers to a "cell" where they called the police and held me for over an hour!

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Imtiyaz Bobat
, US
Dec 03, 2023 1:25 am EST

I have not recieved many of the items that i had paid for, and i have written but no response from the company.

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mackem75
, US
Jul 25, 2019 3:41 am EDT
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no they didn't

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Rotan
, US
Sep 01, 2018 3:11 pm EDT

Ordered 5 x silver crystal horse brooch. Received totally different brooch.
Debenhams said they couldn't amend because it was purchased from a Jon Richard franchise listed on their website.
They told me to buy them all again. Then return for a refund.

Poor poor poor.
They wasn't their hands of their franchises.

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99uk
Luton, GB
Jul 25, 2014 10:04 pm EDT

don't worry, karma will visit them. leave it with their very own karma. they may escape your grievances but not their own karma.

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bravoflyvictim
York, GB
Jul 25, 2014 9:52 pm EDT
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There are some very nasty and vile staff right at the top. They ban shoppers at whim, never offer any opportunity to appeal. very unchristian in a christian country. When i read such horrifying stories about debenhams, I would put it down to some bad elements at the top, but then it is a reflection of their own very unenlightened mindset. Integrity and class is not something we can expect from those who haven't had the luxury of civilsation and culture. i don't think this retailer will last very long. they have already closed several stores in smaller towns. they will close more, become internet retailer and finally wiped off the market, become history and forgotten even then. i feel sorry for those at the top, i can imagine their very own lives being deprived of privilges that they have deprived off others, mercilessly and callously. there cannot be any other way. karma always visits those who dish it out.

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*sophie*
Scarborough, GB
Jan 26, 2011 9:49 pm EST

This is appalling! Whilst it's true they are advised that two people should not be changing--changing, not just talking--- It is no reason to act the way they did. I realise it was a couple of years ago but coming across your complaint I couldn't leave it. It is shocking behaviour on their part.

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lacontractor0825
Baton Rouge, US
Jun 26, 2009 5:05 pm EDT

Oh, now I see that you're not in the United States...sorry, I don't know the laws there. I would still check with an attorney

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lacontractor0825
Baton Rouge, US
Jun 26, 2009 5:04 pm EDT

Hire an attorney and sue the hell out of them. An attorney can get the videos from the stores surveillance and if they say that they detained you because of suspicion of shoplifting and you did not have anything concealed that you were stealing...then that is what's called "a bad stop" in the retail industry. I definately wouldn't let it end with what happened.

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Debenhams contacts

Phone numbers

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