Debenhams Avis 

One of the Worst Companies I Have Ever Dealt With

Debenhams is one of the worst companies I have ever dealt with. My experience has been absolutely appalling from start to finish. Their customer service is poor, their complaints process is ineffective, and they seem more interested in defending their supplier than listening to their customers.

I was sent the wrong bed, and despite providing clear photographic evidence and measurements proving that I received a small double bed instead of the standard double bed I ordered, Debenhams refused to properly investigate. Instead, they simply accepted the supplier’s word and ignored the evidence I submitted.

Weeks of emails have gone backwards and forwards with no meaningful progress. Their complaints procedure is, in my experience, nothing more than a waste of time.

The reviews speak for themselves. Based on my own experience, I would strongly advise people to think carefully before ordering from Debenhams. The item advertised was not the item I received, and when I raised the issue with clear evidence, I was simply dismissed.

I will never shop with Debenhams again and would not recommend them to anyone looking for reliable products or customer service.

Very disappointing experience – I would not recommend Debenhams

I am extremely disappointed with my recent experience shopping with Debenhams.

I purchased an Estée Lauder foundation on 27 June 2026, which was supposed to be delivered by 5 July 2026. The order never arrived. I contacted both Debenhams and Evri several times to try to resolve the issue, but unfortunately I was passed between both companies and eventually both stopped responding.

As a customer, I find it unacceptable that I had to spend so much time chasing an order that I had already paid for, with no proper communication, no solution and no support from Debenhams.

In the end, I had to contact my bank to get my money back because Debenhams failed to resolve the situation.

I would strongly recommend that people think twice before shopping with Debenhams. A company’s customer service is most important when something goes wrong, and unfortunately my experience has shown that Debenhams does not take responsibility or look after its customers.

I will not be shopping with Debenhams again and I will be cancelling my account.

I genuinely think this company should just close its doors. This is, without a doubt, the worst customer service I have ever experienced.

What I didn’t realise is just how many brands are now linked to Debenhams Marketplace, including Coast, Phase Eight and many others. My advice is simple: if you’re ordering online, check who is actually fulfilling the order. If it’s linked to Debenhams, I’d strongly recommend shopping elsewhere.

My first order was a complete mess. The items arrived separately, which was frustrating enough, but then I received someone else’s order containing all of their personal details. Naturally, I became extremely concerned that my own information had been sent to another customer.

Trying to get any help was virtually impossible. After days of getting nowhere with customer services, I had to track down the CEO’s office just to get someone to respond. Unfortunately, the CEO’s office was just as disappointing. When I raised concerns about what appeared to be a data breach, I was repeatedly told there had been no breach at all. After weeks of emails, they eventually admitted that my personal details had in fact been sent to another customer. Despite this, the matter was simply brushed aside with very little accountability or concern.

To make matters worse, it took an incredibly long time to receive my refund.

Against my better judgment, I later placed another order, in June only to discover that the retailer was also operating through Debenhams Marketplace. I tried to cancel the order previously with them within seconds, but was told it had already been processed. Strangely, they claimed it couldn’t be cancelled because it had been processed, yet at the same time said delivery could take anywhere from two to four weeks. Nearly a month later, I was still waiting for my refund.

Based on my experiences, I would strongly advise avoiding any retailer that fulfils orders through Debenhams Marketplace. The customer service is appalling, communication is poor, refunds take far too long, and even the CEO’s office failed to deal with serious concerns appropriately. I rarely leave negative reviews, but this has been such a frustrating experience that I feel other customers deserve to be warned.

The worst customer service iv ever had . I’m clinically blind and they refuse to contact me via phone call . Even after iv explained I can’t see properly and struggle with emails and messaging . Really unhappy and I feel greatly for anyone in the same unfortunate position…

My umbrella only half arrived with box broken open and bit missing. Its now 3+ weeks with no resolution, no replacement parts and no refund. This once great store is shocking. Shop elsewhere I would advise

I have used Debenham, Coast, Karren Millen twice and both times i have had issues.
The first time the order arrived but was damaged. The second time there were missing items and i received the wrong item.
I paid £38 for their coast delivery+ which meant i would be insured for missing items in the post and also would give me immediate responses to issues.
Such a waste of money as there is nothing quick about this service.
You cant even talk to real human as its all through texts.
Its so frustrating.
Its been 1 month now since i returned their order to them, and im till outstanding over £300 on the returns for the items that i never received. I will never buy from these websites again.

Do not use this place! I just ordereda sofa bed which came with a snapped leg, there is no contact number to reach them on the customer services over email is shocking and its been a week now and there just messing me around looks like i have been scammed !!!!

Absolutely dreadful company to order from. 1st they add on a Seel product which is not requested and it means you pay an additional £10 on top of your order. You can cancel it but they don't get the fee refunded.
Also one of my items got lost in transit via Evri.
What a nightmare trying to get my £80+ refunded.
Thanks to my purchase via PayPal they acted to get my refund back.
You cannot speak to a real person, I also couldn't reply via emails sent to me as showed as undelivered.
The only was of contact was via messenger using AI.
I shall never order anything from this company again.

Ordered a fan out of the sale, express delivery. Ordered on 24th June. Delivery was meant to be by the 26th June. Evri still saying there expecting it. Debenhams very good at excuses took messaging on Facebook to finally get a refund. Funny how there still expecting a fan that had sold out the day after I ordered. And all Debenhams were saying. Its been dispatched and evri hasn't updated the system...Really!.
AVOID... always read reviews before ordering and save yourself the stress. Wish I had.

1 star is a compliment. Absolute shambles of a company, I ordered a 4 piece bedroom set. Delivery by 1 July, 2 bedside & 1 chest arrived on 30 June. Wardrobe delivered today (5 days late) impossible to speak to anyone direct, only emails. Debenhams told me yesterday it was out for delivery, when I replied are you sure as its Sunday they then replied actually its not even been collected by the courier (DX) from the factory. It was delivered at 0824 this morning. I’m now trying to get the late delivery £5 per day from Seel Insurance but there system won’t allow it as its not showing as delivered. DX tracking shows as delivered! Customer services and seel are not able to talk to the supplier or courier it seems. I’d avoid at all costs, it’s really not worth the stress.

DEBENHAMS shame on you and yiur sellers. The last 3 orders were a WASHOUT. First order never arrived. After two weeks of complaining seller ( NEO Direct)sent second. Delivered OPEN - when taken out it was DAMAGED in two places- haemorrhaged emails to gey response to collect. .please God it will be collected from 10th July
SECOND item ALSO open and re taped FLIMSY PLASTIC - NOTHING like advertisement. It wouldn'tl last 10 minutes.in wind....yet again written to you and seller ( Neo) to return and refund. THIRD item was just a CUSHION ! I thought i was buying a chair!
.y money's gone out but stuck with broken, unusable atuff
NEVER BUYING AGAIN
HORRENDOUS EXPERIENCE

I ordered a fan, which was lost by the courier. They only have Facebook messaging available, and between responses is about a day or two. And each response is from someone different, meaning no real conversation can take place. The courier confirmed my package was lost, they even liaised with Debenhams on my behalf, of which Debenhams keep telling me to wait another week for my order. Never using Debenhams again, it is the worst experience I’ve had ordering anything ever.

They sneakily add on ‘delivery protection’ which added £2.99 to my order. You have to opt out and it’s further down the page from where you click checkout. Deliberately designed to mislead. I messaged immediately to cancel and was told by the AI I couldn’t cancel. I asked to speak to a human and went round in a loop.

I then emailed customer service and was again told that I couldn’t cancel and they weren’t going to refund me as they ‘couldn’t.

I wouldn’t mind so much if this delivery protection even added any value but as far as I could see you don’t even get anything for your money.

Definitely won’t be ordering from Debenhams again which is a shame.

Extremely poor refund process. Have had to wait 21 days and still have not received a full refund. Customer services only provides automated AI responses. Will have to resort to refund through bank and report to trading standards. Will not buy from Debenhams again.

Absolutely horrendous experience. Ordered a garden bench. Part delivered. The remainder undelivered. Countless emails later, no further ahead. Do not order from Debenhams. Customer service dreadful.

I ordered several items on the 22/05/26. I have emailed customers service twice and still receive no communication from them. The below items has been showing as In Progress for weeks in relation to order no : DUX054936506

DBZ Partner - Primrose

UK Express Delivery

Primrose
Tall Flared Square Fibreglass Planter in Matt Black 90cm
Colour: Black, Size: One Size
Product code / SKU : M5055372319576
Quantity: 2
£175.99

I have paid £351.99 for these pots and have not received no goods.

If anyone from Debenhams customers services is reading this please can you look into this and update me please.

An update on my previous review
A 2nd bbq was delivered smashed to bits. Refused delivery and got an emails saying I wasn’t in to take delivery- pick another date for redelivery.
No answer to many emails
Still got a large box of broken bbq in my hall and am £90 out of pocket!

STEER WELL CLEAR!!!!!!!
Absolutely appalling customer service and product. Ordered a trampoline, it came in good time, but when I went to attach the legs they wouldn't go on, because the insides of the thread on all 6 legs were rusty. Tried contacting them, very slow response from an actual human, told I have to wait whilst they contact the seller, gave me a date 10 days from my original contact to make the complaint. Now just getting a bot again when I try to contact them. Complete waste of time and money. Cannot for a moment believe that any of the 'good' reviews on here are from actual genuine customers. I will not be buying from them again, and will be advising others to avoid. Long gone are the days when Debenhams was a reliable name. Avoid giving these people your money at all costs!

Absolutely shocking customer service. My packaged got lost and no help from the customer service of debenhams when I requested money back still no answer. I do think the are scammers now. Stay away from this shop.

If I could give zero stars I would. Shocking customer service and misrepresentation on their website, claiming ‘extended warranty’ to then discover I’ve paid for insurance while my item is under warranty? And it states that it doesn’t cover items under warranty. A true and utter sh*t show. I have worked in insurance companies so I am not dense. It is nothing short of misinformation and lying to their customers and getting them to pay above the odds and then refusing a return for an unused/fully boxed up item. I am unsure if their customer service staff know how to read as trying to converse with them definitely implies they do not. I shall never buy from them again.