Debenhams Avis 

Returns process is ridiculous. 1 order of several items despatched from different retailers - I was unaware of this and thought as ordered from Debenhams I would return items to Debenhams in the 1 order. If returning items you need to send back separately to each retailer and pay for each parcel that is returned. Also need to go to their partners return portal and enter order ref and email for certain returns. This didn’t work so I needed to go on a live chat for them to say they can’t help if getting that error and that you need to email with a screenshot of error. Absolute joke of a system. Will never order again.

Brought a wall mounted clock that arrived in damaged packaging and broken. I have tried several times emailing to get a refund and resolution. But weeks later still no refund. Avoid the products are poor quality and I feel ripped off and disappointed.

Terrible customer service
Unwilling to read previous messages and keep sending automated responses

I ordered a green dressing table at 1/3 of the full retail price. Even at £60 the item is not worth it - why anyone would pay full price for compressed chip board I cannot understand. It came flat packed and took several hours to erect with very bad and confusing instructions. Never again - this online Debenhams is nothing like the Store.

Shocking service.cant get to speak to anyone.eventually got on to a bot service and wanted me to pay £1 to skip queue.my hand bag was returned.and have proof of sending back the company I got it from said contact debenhams.they do not answer emails now took compliant to my bank don't order from them watch dog the TV show today did a article on Debenhams today

I wish I’d read these reviews before I ordered from Debenhams. I bought a rise and recline chair for my husband who has recently had a stroke. Within a few days the chair was broken- one arm practically fell off. I have bought a new chair elsewhere but am trying to get the broken chair collected and a refund. I am literally going round in circles with bots repeating themselves and automated e mails as replies. I’ve opened a case with Resolver so see how that goes. I would not recommend anyone to buy from this company- it is not the Debenhams we knew!

Ordered a serum and it arrived completely broken with shattered glass. The problem is the packaging as it was only shipped in a small plastic bag. I asked for a refund and after 5 days of chasing they said I had to send it back to them in order to get a refund. Sending back liquid and glass is unsafe and it’s a terrible experience to have to chase and wait for a refund for something that is their error.

I placed two orders. The 2 electric blankets from the first order broke within a week. I contacted customer services who told me to return them. I then returned the 2 other blankets unopened from my second order as I was worried about the quality. I have proof of postage and followed returns procedure. This was 2 months ago and despite complaining and contacting them over and over I get no response. I’m over £150 out of pocket. I will never order from Debenhams again.

I am so disappointed with Debenhams customer service, they were once a first class company, which I have purchased from for many years.
Never before have I had issues with customer services, for the first time I had to email regarding an order that did not arrive and all I received was automated replies, the first was promising to resolve the issue but to wait till a set date. After that they didn't even reply within the four day wait period. I went through PayPal to resolve it for me
Will think twice before using them again

Terrible returns and refund process. I returned 3 items. Two took months to get a refund and for the third, they claimed I sent the wrong item back (which I did not), so I asked them to send back the item they received and they said they had 'disposed' of it. Do NOT buy from them.

I fell in the same trap as many I suspect assuming the Debenhams brand was as good as previously and wished I had seen all the negative reviews before ordering.

Ordered two items that should have been size 34/36” but on delivery both measured 58” and were ridiculously wrong and huge!!!

I returned them and finally got my refund yesterday after emails to their customer service team and they have still charged me a “returns charge” which is in their t&cs apparently!

Thus is not a brand I will ever use again. Terrible!!!

Appalling customer service. Trying to get confirmation of a return is impossible don’t mind the refund. Was on a chat 10.30 am and nobody has come back to me 10 hours later.
Don’t know why the customer service is so bad. They had good reputation one time. Avoid !

Won't answer emails, you can't ring, you can't return items that you don't want!
I sent everything back in a black bin liner because they wouldn't send return labels so I sent 5/6 different shops back in one bag after trying for longer than two months to return clothing and other items that I had bought.
Never buy from Debenhams!!!

Awful automated customer service, returned a dehumidifier, scanned the QR code at time of return. They are now currently asking for proof of return. Steer well clear!

I ordered a jacket from Debenhams, and unfortunately, it was lost by Evri. I spent over two weeks contacting Debenhams customer service almost daily, but I was stuck in a cycle of explaining my situation to a chatbot that led nowhere. Despite filling out every form requested, the issue remained unresolved.
​Eventually, I opened a dispute with PayPal and received my refund quickly. I then went directly to the original seller, Infinity Leather, to order the same jacket. Not only was it £10 cheaper, but it was also delivered promptly via Royal Mail.
​My Advice: Avoid using Debenhams as a middleman and buy directly from the original sellers.
​Suggestion for Debenhams: Improve your internal systems. Customer service agents should be able to see a full history of notes and messages attached to an order number so customers don't have to repeat themselves every single day.
​Never again, Debenhams.

I order from Debenham on the 7 February 2026
The watch I keep contacting them every single day I’m not going anywhere. I was told to wait until 21st of March how many years?
Royal Mail tracking number JT653818274GB

STÜHRLING Original
VivreLuxe 34mm Rectangle Quartz Fashion
Colour: Silver, Size: One Size
Product code / SKU : M190638163854
Quantity: 1
£120.00

I bought 2 items from House of Leather on DBZ marketplace on 7/2. Over £150. I returned the items - too small. I wanted to replace them but you must return first and make a new order.
Had no response from House of Leather even after DPD contacted to tell me the parcel was returned successfully on Wed 11/2. I contacted Debenhams customer service to inform them and heard nothing back. Do not buy from them. Feels like I won’t get a refund from these crooks.

David,
ALL this information was provided 4 months ago and forwarded to your accounts department!!!!
I have also provided it again this week - just to be clear;-
5 months ago I ordered a TV and the money was taken out of my account but NO order raised on your system.
Despite emailing Debenhams every week for 5 months NOTHING

Absolutely appalling customer service. I bought a vacuum from Debenhams which was faulty. 2 weeks later, I am still trying to get a refund. They refused to take responsibility for me, referring me to the manufacturer to go through random performance checks - the machine failed at the first. I was then told to contact Debenhams again for a refund. Throughout the whole process, I have quoted Distant Selling and Consumer Rights acts which enable me to get a refund - all ignored. As this isn't frustrating enough, you have to wait at least 48 hours for a reply. I just want my money back - Debenhams sold it to me and they are responsible. One thing for sure - I will never EVER buy anything from Debenhams again - EVER