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Debenhams / Appalling Customer Service. Needs Addressing!!

United Kingdom

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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