Debenhams34 reviews
This score is based on 34 genuine reviews submitted via BritainReviews since 2019.
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I ordered a jacket a few weeks ago and it arrived okay, packaging fine, but that was about the only decent thing. As soon as I tried to return it for a fault, getting hold of customer service turned into a joke — no proper numbers, slow replies and no-one seems to know the process. They've still not refunded me; instead they took £1.99 while holding my money for nearly a month. Annoying and I'd be cautious next time.
dress
I had a very poor experience with this company. I placed an order on 20th October and received no communication or delivery until 26th November, when they finally responded—only after I escalated the issue to seniors . They have now agreed to refund my money, but I still don’t know when that will be processed. The lack of customer service and reliance on automated responses made the process extremely frustrating. I will not be ordering from them again.
Small hiccup, happy ending
Unwrapping the duvet last week I noticed a small black mark on the pale fabric — I stared at it for a minute because, well, who expects that? I contacted customer service with photos right away; they did keep asking for more pictures, which was a bit of a faff, but after a short back-and-forth they sent a return label and apologised. The duvet itself is really cosy and the colours are lovely, so I'm actually glad it worked out in the end.
Half-refund headache
Told you, I returned a few bits and thought job done — nope. Had to chase customer service, sent them all the receipts and screenshots, and eventually got only part of the money back. I even paid for the return postage myself. The tiny moment I felt a bit pleased was when my bank pinged with the partial refund — odd relief, really — but overall it left a sour taste. Other shops usually handle this faster.
Move-day refund saga
I was mid-move in a tea-stained tee thinking this would be quick, when the refund mess kicked off. Bought bits for the new flat, sent a few things back because sizes and quality were wrong, paid the return postage myself and then only got a partial refund despite emailing receipts. Customer service was pretty flat. The tiny moment I felt satisfied was when one refund finally landed — brief cheer, then the usual sigh. Check refunds properly, honestly.
Double trouble with a simple buy
I almost talked myself out of ordering, worried about dodgy online shops, but photos looked good so I took the plunge. I ordered for a birthday, pleased when it arrived — until I opened the box and found two of the same item and two charges on my card. Trying to get help was a saga; slow replies, vague answers and the website forms felt dead-end. My doubts came back and stuck. Bit disappointed, felt ignored and ended up sorting refunds myself.
Returns bother
don’t buy from them until they sort their returns, and keep proof of postage just in case.
Relief when Kai sorted it
I was sorting out my wardrobe and thinking about tomorrow’s meeting when the parcel arrived. Only one of two items was inside. I was annoyed for a moment, then messaged Debenhams on WhatsApp. Kai replied straight away, checked the order and told me the missing piece is on its way within a couple of days. That’s when I relaxed — knowing someone’s on it makes a huge difference. I wear these bits every week, mostly for work and running about at weekends, so getting them quickly matters. Pleasant, clear and actually human. Made me smile, and I trust they’ll arrive.
Odd mix of mishap and decent support
poor delivery and communication, but decent customer service when pushed. If you’re ordering time-sensitive stuff, follow up early and maybe choose tracked delivery. I’d use them again but I’d be wary with important dates.
Not brilliant, but it did get sorted in the end
don’t expect anything quick — but I did eventually get my money back. I bought two pairs of shoes (paid for 2‑day delivery) and three dresses for work/weekend stuff. The shoes’ tracking just stopped and after a week Debenhams were telling me to wait for the courier’s investigation before any refund. The dresses arrived after about a week, looked cheap so I sent them back straight away. Their emails contradict each other — one says up to 28 days for refunds, another says 14, and that’s maddening. I was pretty sceptical, kept chasing, and it felt like they were simply holding onto my cash. A bit of faff, a lot of phone calls and emails, and yes, it was annoying. On the plus side, once the return was actually processed the refund turned up, so not a permanent loss. Compared to Next or John Lewis it’s slower and clunkier, but it will get sorted if you’re persistent. If you need something quick, don’t rely on their delivery; if you can wait and chase, you’ll probably be alright.
On Line Order
Ordered some toiletries from debs on-line a month ago now and paid for delivery in 5-7 working days. Debs chose EVRI as their carrier and 3 weeks after my order EVRI have finally admitted they received, but have "lost", my parcel (which is likely to mean "theft"). Obviously Debs do nor provide a number for telephone support, and they provide limited support from their facebook page (messaging from bot filtering). All that I ever get from them are repetitive questions and bluster - not a rebate. I doubt that I will ever be reimbursed and I will have to write this off as theft by Debenhams! Shame, I worked for then many years ago and they had an excellent reputation then. To be avoided now though
Refund at last, but only after a lot of faff
courier left the gate open and my dogs got out. Luckily they were fine, but that shouldn’t happen. The shirt itself was too small, so I tried to return it and that’s when the real slog began. Messaging their Facebook felt like talking to a wall — dead links, expired URLs, promises to come back to me that didn’t, and yes, they still expect you to pay for returns. I lost patience, posted a one‑star on Trustpilot because it seemed the only way to get noticed.
An escalation did eventually send a returns label, and I used it, was told refund could take up to 15 days. Fifteen days passed, no refund, and another message asking for details they already had. Irritating, redundant, careless — pick your word. I almost gave up, but then the refund showed up a few days later. Not quick, not smooth, but the money was back and that’s the moment the whole thing shifted from “this is awful” to “well, at least it’s sorted now”.
So yes, I ended satisfied in the end, grudgingly. I won’t forget the hassle, and I won’t order again without thinking twice. The product wasn’t bad, but the process needs work, badly.Delivery not as advertised, but sorted in the end
apparently my order was already at the warehouse and couldn’t be changed. That line — “we start picking your items within seconds” — made me roll my eyes; it didn’t sit right with how the service was sold. After a bit of back-and-forth (a couple of emails, one slightly awkward phone call) a different member of the team actually listened, apologised and offered to either speed up delivery or cancel with a refund for the delivery charge. I went for the refund and a voucher as a gesture, which was fair.
I won’t pretend the whole thing was seamless. The initial miscommunication and that canned response left me sceptical — and rightly so. But the second person I spoke to was pragmatic and helpful, no fluff, and that swung my mood from annoyed to satisfied. The items arrived a few days later and were fine; not outstanding, but okay. If you’re thinking of signing up for the “unlimited next day” promise, my advice is: double-check the delivery option at checkout, keep screenshots, and follow up quickly if anything looks off. It’s useful to be persistent.
All in all, the experience was a bit of a slog at first, largely down to over-promising on delivery. The customer service redeemed it at the finish, though — not perfect, but acceptable. I’d use them again cautiously, but I’d also make sure I don’t rely blindly on the “next-day” label.Returned Items
I recently took some stuff back to the shop and I was a bit disappointed with how they didn't keep me in the loop about my refund. I checked the tracking for the parcel and saw that it had been delivered, so I waited patiently for Debenhams to let me know they got the items and processed the refund. But after a couple of weeks went by without hearing anything, I was getting pretty annoyed. So, I decided to send an email to Customer Services to try and sort it out.
Online order return
I had to return something I bought online and didn't hear anything back for days, no acknowledgment or refund. It was really frustrating and disappointing to be ignored like that. But, when I got in touch with customer service, they were quick to reply and sorted everything out straight away. I got my refund back in my bank account within just three days. I appreciate them sorting it out, but it shouldn't have taken so long in the first place.
Clothing refund issue
I had a bit of bother with a refund for some clothes I returned to the shop, but the money wasn't showing up in my account. It was really annoying, so I got in touch with customer services. Shaquille got back to me straight away and was super helpful in getting everything sorted and getting me my refund. I was really grateful for the great customer service I received from Shaquille, he sorted everything out so quickly.
Garden parasol purchase
I bought a garden parasol from this shop recently, and I have to say, I'm really let down by the service I got. The product was shown with a base, but the description didn't say it wasn't included. When it arrived without the base, I got in touch with customer service, but it was a frustrating experience. Every email I sent got a different answer from a different advisor, all saying the same thing. It took weeks for them to admit the mistake and take the base out of the pictures on their website. But, they still won't give me the base, even though it was advertised, which is against the law. This whole thing has been a nightmare, and I'd strongly recommend not buying from this shop.
Dress purchase
I bought a dress from that department store not long ago and honestly, I was really disappointed with the whole thing. The ordering process was a nightmare – the website kept crashing, and they didn't have certain sizes available. The customer service wasn't great either, the staff were unhelpful and seemed like they couldn't be bothered to assist me. And don't even get me started on the pricing – the dress was way too expensive for the quality. Then to top it all off, the delivery was delayed by a whole week, which was just so frustrating. Overall, I was left feeling really let down and annoyed with the whole experience.
Return assistance from customer service
Recently, I had to return an item and wasn't sure what to do. So, I emailed customer service and got a quick and helpful response from a lovely lady called Heather. She gave me clear instructions on what to do and even sent me some handy links to make it easier. I was pretty stressed about the whole thing, but Heather's guidance really helped me relax. I'm so grateful for her help and the great customer service she gave.
Grey sweatshirt
I ordered a grey sweatshirt online and it took ages to come. And when it eventually arrived, it was the wrong size! Trying to return it was a nightmare, I had to keep chasing them for my refund and they kept saying I had to wait 15 days. It was really frustrating! Eventually, I had to contact the supplier directly and they sorted it out immediately. The customer service was awful as well, they were so unhelpful. I definitely won't be shopping there again!
About Debenhams
Debenhams was a British multinational retailer operating a chain of department stores in the United Kingdom and Denmark. Established in 1778 as a single store in London, the company expanded significantly over the centuries, becoming a prominent high street presence. It offered a wide range of products including clothing, household items, and cosmetics. In recent years, Debenhams faced financial difficulties, leading to its administration in 2019 and subsequent acquisition by the online retailer Boohoo Group in 2021. The physical stores were closed, and the brand continued as an online-only entity.
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Categories Debenhams
Online shopping | Fashion Reviews & Experiences | Children & Baby Reviews & Experiences | Cosmetics & Personal Care Reviews & Experiences | Homeware Reviews & Experiences | Electronics Reviews & Experiences
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Last update: November 2025
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One of the finest stores for e
One of the finest stores where one can look for greatest brands for various products, I always rely on them for brilliant stuff. so far, it has been great experience with them... Read onBy: Stephen Jenkins