Debenhams24 reviews
This score is based on 24 genuine reviews submitted via BritainReviews since 2019.
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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!
Clothing order
I bought some clothes recently and honestly, I was really let down by the quality. When they arrived, they were dirty and one was completely squashed. Trying to return them was a nightmare! Debenhams wanted £1.99 per item for returns, even though they all came in one order. I struggled to get in touch with customer services, but eventually, after a long and annoying chat on WhatsApp, I got a pre-paid label to send them back.
Damaged compact foundation
I recently ordered a compact foundation from this store, but when it arrived, it was damaged, which was a bit of a bummer. However, I got in touch with customer service straight away, and they were really quick to respond. They sorted out my problem efficiently and offered me either a replacement or a refund, which was nice of them. In the end, I was happy with how it was all resolved, although I was a bit let down by the condition the product arrived in initially.
Recent shopping experience
I bought some stuff online not long ago and had to send back a couple of bits because they didn't fit right. It was a bit of a pain sorting out the returns, to be honest, but I got in touch with customer service and Barry sorted everything out really quickly.
Online purchase return refund delay
I recently took something back to Debenhams that I'd bought online, and it's been over 10 days since they got the return. Even though I sent them the postal receipt from Royal Mail showing the return, I still haven't got my money back. Waiting so long for refunds isn't on, some folks might need that cash sharpish. I'm not happy with the dodgy service in this situation.
Perfume purchase
I was really disappointed with my experience buying a perfume from this store. The perfume I got turned out to be fake, so I thought I'd return it. Trying to get a refund though, was a real nightmare. I sent loads of emails over a month, but only got two responses, and they weren't helpful at all. They asked me for a receipt, which I sent straight away. But then, they just stopped replying altogether. Dealing with all this has been a total pain and caused me a lot of stress. I'm still waiting for my refund, but it feels like it's never going to happen. I definitely won't be shopping with them again.
A flamingo garden ornament
I recently bought a flamingo garden ornament to add a touch of charm to my backyard. Although it looked adorable in the pictures online, unfortunately, when it was delivered, one of the legs was a bit wonky. As you can imagine, I was quite disappointed as I was really looking forward to jazzing up my garden with it. So, I decided to drop them a message and a lovely lady named Lola replied to my concerns. She assured me that a replacement would be sent out immediately. To my delight, the new flamingo arrived in pristine condition! Needless to say, I am absolutely thrilled with my new garden addition now!
Sandal purchase
I recently bought a pair of sandals online. But I was surprised to find out that a third-party company was actually handling the order, which wasn't made clear to me at the time of purchase. Unfortunately, the sandals never got delivered and after looking into it, I was told they were left in a safe place without my say-so. Things got worse when the third-party, Love Lemonade, refused to give me a refund or send a replacement until they sorted things out with Royal Mail. This whole situation has been really annoying and time-consuming, and it's left me feeling really disappointed with the whole experience. I feel like both the third-party company and the delivery service haven't taken responsibility or given me good customer service.
Dress purchase
I bought a dress online not long ago and it wasn't a great experience. I emailed customer service to confirm my return but didn't hear back for a while, which was pretty annoying. The lack of communication made me feel irritated and let down by their service. However, after I left a review, they got in touch and let me know that they had sorted out my return. Even though there was a bit of a problem at first, I'm glad they followed up and resolved the issue.
Online chat service
I just wanted to share my recent experience with an online chat service - it definitely went above and beyond my expectations! So, I kind of messed up and misspelled my email when making a purchase, which meant I didn't get a confirmation after paying. But, luckily, Chels was there to help me out! In just a few minutes, she managed to locate my order and even gave me an order number. Her kindness and willingness to assist were really impressive. Huge thanks to Chels for really coming through and saving the day!
Emerald velvet dress purchase
The emerald green velvet dress I bought turned out to be pretty rubbish, it had some missing beads which was a let down. When I tried to get a refund on the website, my order number wasn't working, and it got on my nerves. However, I decided to chat with customer service through text and was pleasantly surprised by how great Jerome was. He sorted out the problem really fast, within an hour, and even said he'd sort out the refund for me, meaning I didn't have to deal with the hassle of doing it on the website. Despite the problems with the dress, my overall experience with customer service was top-notch.
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