Debenhams
Reviews and Complaints

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.

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.

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.

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.

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!

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.

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.

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.

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!

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.

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.

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.

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!

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.

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

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!

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

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!