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Debenhams
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2.0 3 Reviews 38 Complaints
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Debenhams Reviews 41

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E
12:00 am EDT

Debenhams Disappointing Customer Experience

As a potential customer considering Debenhams, it's important to note the disappointing experiences shared by customers. One reviewer mentioned a faulty duvet with a black flaw that the company failed to address promptly, showcasing a lack of accountability. Another customer highlighted issues with receiving incomplete orders and the company's unresponsiveness to resolve the matter efficiently. These reviews indicate a concerning trend of poor customer service and quality control at Debenhams, raising doubts about the overall shopping experience.

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12:57 pm EDT
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Debenhams You never fail to please me with your quality

Just moved in to a new home since I just got married. I ordered my blankets and duvets from Debenhams. Great quality at a reasonable price. Thank you, you never fail to please me with your quality.

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11:24 am EDT
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Debenhams I love Debenhams. We don't have one where i live so

I love Debenhams. We don't have one where i live so i shop online instead. They do some great offers and often offer 70% off in their sales. The quality of clothes and home ware is really good.
They very often have free postage weeks so it's worth holding on before buying something or just scour the internet for a free postage code.
Goods always arrive promptly and once arrived the next morning after i ordered at 10pm the night before!

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  1. Pros
    1. Wide product range
    2. Frequent sales & discounts
    3. Established brand history
    4. Nationwide store presence
    5. Online & in-store shopping
  1. Cons
    1. High competition from online retailers
    2. Struggles with brand differentiation
    3. Limited global market presence
    4. Vulnerability to economic downturns

Debenhams Complaints 38

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4:42 am EDT
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Debenhams Received a purchase but need to return it l have tried since Friday 18th but can’t get anyone who deals with this problem

I bought a product but need to return it l have been on line for days trying to get a response from Debenhams but have not been able to get my details to you my order number is DUX011295887 for a rug but I need to return it as it is not suitable.you can contact me on pat.[protected]@yahoo.co.uk my email address l need thisASAP please as l am very stressed and annoyed that I can’t get anyone to take my details and tell me how I go about returning my item

Desired outcome: I want returns details a refund and an apology please

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Update by Mrs Patricia Duncan
Aug 23, 2023 4:43 am EDT

Where can I get the details I need for returning an item

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4:25 pm EST
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Debenhams Dune Handbag

I wish to lodge a formal complaint concerning my recent online purchase of a Dune handbag from Debenhams. I paid £80 for the item, however, when I received my package, there was a tag attached to the handbag stating that it had been discounted down to £56. Why was I charged the full amount? I find this practice underhand and dishonest. With this in mind, I must demand a partial refund of the £24 difference.

My contact details, should you need them, are:

Telephone: [protected]

email: [protected]@yahoo.co.uk

Desired outcome: Refund of £24.00

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4:22 pm EST
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Debenhams E mail

my order has not turned up to today i have sent 4 emails to debenhams but they keep getting returned as undeliverable the courier evri tried to deliver and i got in touch with them as asked and gave them all my detaiols still no result and trying to converse with a robot does not give any answers at the moment i dont know if my order has been returned to debenhams or if it is still with the courier

surely it is not too hard for the two companys to call each other and find out where my order is i must have tried evry avenue to get in touch with the two companys but no luck so i hope that you can help me

[protected]@aol.com my package still not arrived

order no DUX007317840 ordered on 16/11 22 and the carrier is evri

regards

william

Desired outcome: locate and deliver order

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Is Debenhams Legit?

Debenhams earns a trustworthiness rating of 94%

Highly recommended, but caution will not hurt.

Our conclusion: After a detailed review, ComplaintsBoard finds Debenhams to be a trustworthy company. Although there's a 21% resolution rate for customer complaints, which deserves attention, Debenhams is known for their high standards and safety. If you're thinking about dealing with Debenhams, it's wise to check how they handle complaints.

We found clear and detailed contact information for Debenhams. The company provides a physical address, 10 phone numbers, and 2 emails, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Debenhams has received 2 positive reviews on our site. This is a good sign and indicates a safe and reliable experience for customers who choose to work with the company.

The age of Debenhams's domain suggests that they have had sufficient time to establish a reputation as a reliable source of information and services. This can provide reassurance to potential customers seeking quality products or services.

Debenhams.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Debenhams.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.

We looked up Debenhams and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information

However ComplaintsBoard has detected that:

  • Despite a high level of trust, our investigation found issues with Debenhams's service, including poor customer service, lack of accountability, and responsibility to resolve complaints. Customers may face long wait times for responses, receive generic or unhelpful answers or no response at all. Only 21% of 3 complaints were resolved.
  • Debenhams protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
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5:16 am EDT
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Debenhams Overcharged

On 09/08/2022 I was charged 3 times for one dress . It cost £15.20 and I paid tis amount 3 times. The first two goes trying to pay it said my card was declined on the third attempt it was accepted, but I had paid 3 times. Order number DUX005915008.

Desired outcome: Refund of £30.40

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1:52 pm EDT

Debenhams Refund not received

On Friday 15th April 2022, I purchase a coat from Debenhams online for my mothers 60th birthday present. I purchased this as a guest as I didn’t make account. The coat arrived and it wasn’t what my mother wanted. So I went through your refund Process to return the coat and receive a refund. I sent the coat back to where I told to so and received from the post office a tracking receipt which I still have. I have been Patient and waiting for a refund, but I didn’t receive anything so have emailed. I was told that I would have to wait the 28 days which have and had long gone since posting back 22nd April 2022. So I have emailed again, now being told I must speak to another company to where this coat was sent back to, and told to wait a further 20 days which has long gone as well.

As a customer I have rights I purchase a coat which was unsuitable and asked for a refund and then sent back as per Debenhams instructions and nearly three months later no refund and I have still not been able to purchase something for my mothers special birthday as I don’t have the money.

Mr Liam Roberts

[protected]@hotmail.co.uk

Desired outcome: Refund for item returned

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10:31 pm EDT
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Debenhams service

Hi,
I tried to make a purchase by credit card at your Gurney Paragon Penang, Malaysia store on 24 July 2019 at about 1.00 pm local time but unable to proceed because of line down. There were other customers unable to make credit card payment as well. I was told by the supervisor the store has been experiencing this intermittent line problems for a few days already,

I am not sure what is causing this line down at this Debenhams store. I did not face any problem making a purchase by credit card at Cotton On located in the same Mall about a few minutes time difference same day.

I have been a regular customer of Debenhams and like your products. This continuing purchase inconvenience will likely to move customers away. I hope you can look into this
Thank you
CS Lee

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7:20 pm EDT
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Debenhams clothing

It's a scam. I was looking to purchase something from Debenhams, a discount was offered and I did look at the discount offered and thought I had backed out of the form prior to agreeing. No. I find they are taking my hard earned money.
What a scam.
I am mortified that this can happen without people actually realizing. I'm not even sure that I ever made the purchase and I have paid a very high price. This type of company should be stopped.

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1:37 pm EST
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Debenhams items not delivered and no refund made

I was ordering from this store for a two years. The orders were all international. When they changed the local delivery company I started to face problems with orders delivery, and moreover with the refunds. Finally I received a mail stating that they are really sorry, but I am not that customer that business can afford and that I should not make orders any more. At that time my history of orders amounted 1, 800 euros. I wonder if Debenhams does not value customer like me, than I think all of the customers are of a law value.

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7:48 am EDT

Debenhams debenhams store online cancelled my order and charged me in my credit card and reward club

I bouth an eyeshadow Dior yesterday (25-06-2018) in the store online, later this day i received an email telling me my order was cancelled because it failled on the security check, and that my item was not charged! Today i went to check my credicard, and the order is debited in my credicard and my 5 euro from the reward club was not avaliable!
I got in touch with the head office, and they said it was not charged and i supposed to complain on the card provider! How can this be possible? If the exact value with the discount from the reward club is debited in my card? What a nightmare! They are really thinking people [censored] money? I want my money back! Im sending prints of my email when i made the order, with reward information, the returning email from the head office and the charge in my credicard on my bankline.

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3:33 am EDT

Debenhams booking an appointment

Given the news items about Debenhams struggle on the competitive High Street, I am astonished at the appalling customer service...
I spent over £100 at the Elemis concession in Oxford Street and was offered two free facials.
For the past 48hours I have been trying to get through on the number given to book the appointments. In desperation I rang the store but got the usual press this for that etc..then told to hold..15minutes later I gave up.
Later I had another go and eventually got through to the switchboard who had a go at ringing the counter. No luck either so she tried the counter next door. They couldn't help but she gave me their number as well as I might like to try! I did later but number was not recognised.
A new day and after still no response I rang your customer complaints. At 9.15am I was told told lines were shut but would be open from 8.30am?
Not sure where to go from here and I don't suppose I'll get a reply to this however if Debenhams has to close its doors I would suggest the fault could be in part yours.

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5:53 am EST

Debenhams what a nightmare!

This company has almost ruined my budget.
I ordered several items from the United States (I didn't know they were based in the United Kingdom) and didn't notice anywhere any mentioning about delivery cost. So instead of 40 dollars, I was planning to pay for the items, I paid $90! It's ridiculously expensive, do you understand?
Just imagine: the cost is more expensive than the items! What a ripoff! Why is it not written and not mentioned anywhere?

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4:42 am EST
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Debenhams poor service hereford store

I purchased 3 dresses yesterday in your store, total of £87.17 from quiz! I bought this as a last minute purchase ready for an evening do this evening. When leaving the store the alarms went off, I then walked back into the store and staff looked over but nobody attended so I left. I then entered river island and set the alarms off. I tried a dress on in river island to then leave and have the Alarms go off again! Causing great embarrassment! I then left to meet a friend for coffee to show her my dresses for her to realise they had security tags on (not one but two of the dresses out of three) I went back to the store to complain the inconvenience which had been caused and I didn't even get an apology! She removed the tags and said nothing! So I returned them and had a full refund but I am not at all satisfied by your staff service!

Sophie Pugh

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9:20 am EDT
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Debenhams adding a gift card amount

On October 21st I ordered a dressing gown online using a gift card with the value of £25, I paid the postage or so I thought by adding my bank account details. I have been charged the full £28.99 from my account and the £25 has not been taken from the total cost. This is a complete inconvenience, I have spent 14 minutes on hold waiting for someone from customer services to even answer the phone. To say I am angry is an understatement. I will never use this shoddy company ever again.

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1:59 am EDT

Debenhams daniel wellington strap

To whom it may concern:
I would like to complain about an incident that has occurred few weeks ago. I came to Debenhams (Olympia) on the 17th of September at approximately 13:00 to buy a watch. There, I saw a Daniel Wellington strap which I liked for some time, specifically the Classic Durham, and asked the employee there to give it to me. I even showed her which specific strap I wanted. What she gave me was a much darker one and when I told her that this is not what I want she told me not to worry and it will eventually become the colour I want with time. As it turns out, she gave me the wrong strap indeed (Dapper St Mawes) which, for me, looks like an old, overused strap that I would never wear.

After two weeks, I visited Debenhams (Mall of Nicosia – as I live in Nicosia) and explained them what had happened and showed them the strap. They told me that they can do nothing about it because I do not have the receipt and the strap has been worn. They took pictures of the strap and told me that they would ask from the suppliers to give them another one, which, of course, as I have also told them, is completely unreasonable as the product is not faulty but your employee simply gave me the WRONG product and even misinformed me that the colour would change! I find this unacceptable. The reason I don’t have the receipt is because I would never change the strap IF it was the correct one. Furthermore, you can see all the details of my purchase from my ERMES card.

I don’t find it reasonable to keep the wrong product since it was 100% your employee’s fault. I am a customer of your stores for many years now, from when Woolworth first opened, which you can confirm from my card. I have never complained about anything but this is something that I find really unfair. What I am asking is to return the WRONG product and get what I have initially requested for.

I really hope that I will get the proper response from you and in the future your employees should get a better training with regard to the products they are selling.

Kind regards,
Myria Aza

Phone number for the card: [protected]
Contact number:[protected]

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1:49 am EDT

Debenhams sale assistant in the perfume department in Debenhams (the Bullring)

I went on Thursday morning to buy a perfume and the sale assistant didn't have a clue how to wrap a present.

She cut the paper four times!, not straight and after wrapping it really bad, as the cello-tape was falling.

She took like 10-15 minutes until finally finish, and I had to leave without the ribbon because if I stay there 5 more minutes I would have lost my train!

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3:18 pm EDT

Debenhams not received my card

I opened an account which was on fathers day but iv still not received my card through the post. I need to pay but getting worried I might get interest charged.. I have been to the store with my temporary card but they didn't accept my payment and told me it should come to you. What should I do? Shall I still wait I know I had only 50 sumat days to make my payment. Please help

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8:50 am EDT

Debenhams perfume

Hi i went in to inverness debenhams to get my alien pedfume refilled as i always have done and had no problems. After getting my 60ml bottle refilled i paid for and left to go home to aviemore, when getting home i took my bottle of perfume out to put away and 1 quater of the bottle has spilled out as the lid was not put on correctly! I normaly am not one for complaining but as a mother of two i rarely treat myself to anything and when i do it is my perfume so i was pretty disapointed to discover so much of the bottle gone, 😞

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3:41 am EDT

Debenhams Staff in bed fitting

I visited your store at derby yesterday, and wanted to try on two bras. One was a size smaller so I asked if someone could check it. The first lady I spoke to said the next appointment was 1:40 but I just said I only needed a quick look if possible as I already knew it was a size smaller. I then heard another lady - tall, skinny and brown hair - making comments in front of everyone about the fact I has asked. I found this very upsetting and disrespectful. She's talking about how you're NEVRR allowed to just check a bra, yet I have had this done before. And to be honest, I will not be shopping at this store again as it was very disrespectful. I look forward to hearing from you.

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11:09 am EST
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Debenhams Security staff assault

Please read this facebook post that I can assure you will go viral.. This is disgusting treatment of a hunan being who is already suffering :

Just something I sent to debenhams official page. Hang your heads in shame for the treatment of the homeless person outside your portsmouth commercial road premises. I served 24 years in the british army and lived rough in many places you could not imagine. You will compensate this poor man after soaking him in cold water, ruining what he had and the kind gifts the public had given him. The security guard should be sacked and join our homeless friend on the streets. See how he likes it. Disgusted with you lot and one day you might be in the same position!
This man should be identified and arrested for assault!

Happy christmas

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6:53 am EDT

Debenhams No order and no refund

Wish I had read the online reviews before order ring from Debenhams! My order did not arrive and I emailed Debenhams customer service and asked about what was going on. Later they told me that they have no idea where my order was and that it was probably lost during the shipping. Well I was expecting to get a refund or at least a replacement, but no compensation was offered and it really seemed that they did not care. They refused to help with my missing order and said that it was not their responsibility. I never ever experienced such a terrible service before! I'm extremely disappointed that I did not check the reviews earlier. Lesson learned.

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About Debenhams

Screenshot Debenhams
Debenhams is a British retailer offering a variety of products including clothing, home goods, beauty items, and accessories. They provide a range of brands and cater to men, women, and children. Services include online shopping and delivery.
How to file a complaint about Debenhams?

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3. Writing the Title:
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4. Detailing the Experience:
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Ensure each step is clearly defined to guide you effectively through the process of filing a complaint against Debenhams on ComplaintsBoard.com.

Overview of Debenhams complaint handling

Debenhams reviews first appeared on Complaints Board on Jun 26, 2009. The latest review Disappointing Customer Experience was posted on Mar 29, 2024. The latest complaint item not received was resolved on Dec 01, 2014. Debenhams has an average consumer rating of 2 stars from 41 reviews. Debenhams has resolved 8 complaints.
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  1. Debenhams Contacts

  2. Debenhams phone numbers
    1890 946 779
    1890 946 779
    Click up if you have successfully reached Debenhams by calling 1890 946 779 phone number 9 9 users reported that they have successfully reached Debenhams by calling 1890 946 779 phone number Click down if you have unsuccessfully reached Debenhams by calling 1890 946 779 phone number 4 4 users reported that they have UNsuccessfully reached Debenhams by calling 1890 946 779 phone number
    69%
    Confidence score
    Ireland
    +44 207 387 8723
    +44 207 387 8723
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    14%
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    International
    +44 148 448 1361
    +44 148 448 1361
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    100%
    Confidence score
    Large Electricals & Laptops
    +44 330 660 0941
    +44 330 660 0941
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    100%
    Confidence score
    Made-To-Measure Curtains
    +44 333 220 2519
    +44 333 220 2519
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    The Debenhams Credit Card
    +44 344 800 8877
    +44 344 800 8877
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    100%
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    General Information
    +44 344 561 6161
    +44 344 561 6161
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    100%
    Confidence score
    Gift Cards And Vouchers Purchased In Store
    +44 371 384 3401
    +44 371 384 3401
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    100%
    Confidence score
    Gift Cards And Vouchers Purchased Online
    +44 345 340 9575
    +44 345 340 9575
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    100%
    Confidence score
    Gift Cards Purchased For Schools
    +353 818 784 877
    +353 818 784 877
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    100%
    Confidence score
    Ireland
    More phone numbers
  3. Debenhams emails
  4. Debenhams address
    10, Brock Street, Regent's Place, London, England, Greater London, NW1 3FG, United Kingdom
  5. Debenhams social media
  6. Rachel
    Checked and verified by Rachel This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Jun 13, 2024
Debenhams Category
Debenhams is ranked 22 among 65 companies in the Department Stores category

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