Debenhams Avis 

I purchased a Men's Cologne from Debenhams and then realized that it was the wrong one.
When it arrived, I was going to return it without even opening th package.
However, when I went into the Returns Portal, it said that it was non returnable as it was a COSMETIC?
I have googled this and found that anything that can be applied to the Body to make the person more attractive is classed as a cosmetic.
I have previously returned an unopened Men's Cologne to another Retailer and not had any problem.
SO BEWARE - DON'T BUY PERFUMES FROM DEBENHAMS

I wish I could leave 1 star.

What used to be a reputable company has badly gone downhill, it's shocking they are still allowed to trade.

Nov 17th they said my refund was on the way, bare in mind I bought this item in Oct (early to mid)

STILL no refund, their customer service is appauling they repeat themselves and I'm pretty sure it's AI that's responding..

To be fair I said the last time I used them I wouldn't use them again. But this is about the 3rd time where using their company I've had to deal with some sort of drama. The wait on refunds is absolutely wrong!!!

As they also outsource their products, because they can't make their own money anymore.

I had a thing with one of the brands (if you can called them that) with receiving a refund.

To be fair I wrote and email debehams explaining what had happened and they did get involved but that was 1 year ago. Their service I see has gotten worse.

This time I am stating I will never use them again, as having to wait for your own money from a company as big as debehams is shock shock shocking.

Won't be long until they go into administration. Oh wait didn't they do this once already????

A truly unethical business that doesn't value the service it delivers or it's customers. Can't stand businesses that do this and they won't be getting any more of my money.

I from now on will avoid this company like the plague.

Absolutely shockingly bad online company, please do NOT deal with these.
Still waiting for a £400 refund for returned jacket, have been lied to countless times and still not been given a time frame as to when (if) I get my money back.
They lie they mislead and they give you no time scales.
Having to go to PayPal to get them to chase this sham of a company for this money.
Also taking them to small claims court, sod the expese.
BBC Watchdog also informed, this is how to ruin your once good reputation, will NEVER go anywhere near Debenhams online again.

I ordered a bed so i thought but instead ordered 2 by mistake , tried to contact Debenhams by different routes to cancel one to no avail, order arrived courier had 2 on wagon i explained situation so he just unloaded one, after assembling bed i found 2 faults, 1 in headboard and a hole in mattress. Tried all routes again but no response , ive payed for 2 beds but now im left with a faulty bed that looked as thou it had stood in a warehouse for a while as platic packing was filthy . Never again will i deal with DEBENHAMS.

DISGUSTING!!
3 weeks later and still waiting for a refund, no customer service just robots! I will never shop with them again

DO NOT ORDER ANYTHING FROM DEBENHAMS WHEN IT COMES TO RETURNING THEY DO NOT GIVE YOU YOUR MONEY BACK… I HAVE BEEN WAITING FOR 1 MONTH FOR A REFUND AND NOTHING HAS COME THROUGH THERE IS NO CONTACT NUMBER TO SPEAK TO THEM OVER THE PHONE ONLY EMAIL AND WHEN YOU DO EMAIL THEM THEY HAVE A AUTOMATED EMAIL THAT GETS SENT OUT AND YOU DONT EVER HEAR BACK FROM THEM!!!!!!!

I was going to purchase a set of makup brushes in sale £10.61 but when I came to buy the purchase price was over £16.00 I do not know what all the added prices came form. Reading the reviews and my experience I wont be buying from Debenhams in the future

Please do not buy anything from Debenhams!!!!
They are a scam. They don't refund your money, and the clothes are nice in the picture, but when you get them, they are very disappointing., They are ugly clothes, baggy and of bad quality.

Horrible people, they are lying every time I ask for my refund.

I don't know how to get my money back.

Ordered an item by mistake and was looking to get a different one that was similar. Thought I’d get in touch to see if it can be cancelled before it was dispatched but I got a very blunt answer from a bot on their WhatsApp. It said a customer service agent would get in contact to offer help but I’ve not heard back from them.

I was fairly relaxed about the whole thing as I made the mistake but I’m not happy about the lack of communication. I thought I’d inquire to see if I can save them the cost of postage but their customer service department are quite unbothered about it all.

Have written one review a week ago had not received refund and still waiting it’s a total scam !! But I am getting in touch with CEO (I did not realise Debenhams is owned by Boohoo ?!? Therefore if we all get in touch with CEO perhaps we’ll get our refund see below
How do I email the CEO of Debenhams?
AI Overview
+3
The email address for Debenhams CEO Daniel Finley email can be found in you’re browser
GOOD LUCK

Delivery protection... sneaky, disgusting thievery. I will NEVER buy from them again!!!

Why is UK trading standards not protecting us customers from this bunch of thieves.
DEBENHAMS web site are scamming customers
their is forced delivery protection payment
However it’s hidden at checkout
They add extra payments from customers debit - credit cards apparently it’s a tiny boxed that must be unticked however on reading reviews thousands of customers like me have unknowingly been charged.
NO Telephone number to contact customer service or support only what’s app BOT 🤖
See reviews how thousands of customers stress it’s near impossible to return items also waiting months refunds .
I’m one of those unlucky customers whose been scammed by Debenhams
I now taking to my bank to go via charge back systems
Bank are forcing us to pay with card so it’s them that should be protecting our Card payments .

In all honesty I’d give no stars
Ordered bathroom cabinet which has two big chips in it
I also ordered dining table and 4 chairs, only enough bolts for 2 chairs
Been messaging customer services for two days solid and they say their busier than usual and someone will contact me
Day 3 and still waiting

It’s now end of December and still no bolts for chairs
Worst customer service ever

Ordered 5 aftershave gift sets,all arrived on correct date on 17/11/2025, but all were in a plastic bag, no protection at all, no bubble wrap no nothing, the individual police aftershave sets have no seals on them and also no cellophane wrapping on them, though I am aware a lot of fragrance companies are doing away with the plastic sleeves and or cellophane wrapping, BUT items should still have the little sticky seal across the top of the boxes to know they have not been opened. These dont have them.

As the 5 gift sets were delivered in totally inadequate packaging 4 of the sets are damaged, you cannot give as gifts, appalling condition and the fact the gift sets have no seals on them is concerning as well.

These look like what you'd find on the bric a brac stall.
I did contact Debenhams via whatsap as these have to be returned under a different method as they are damaged goods therefore covered by the consumer act so I should not have to pay return delivery.

Initial response to my whatsap messages (where I included all photos of the damaged gift boxes) resulted in swift reply though im not sure if that was a auto bot as no one gave a name and replies were very fast, then I was told via whatsap yesterday morning at 0911hrs that they are extremely busy but an agent will be with me soon. Its now 1121hrs the following day and no agent has responded ..I have sent a further whatsap message asking if an agent is free and they have not read it..I also went through their contact us again on the 20/11/2025 and messaged via their Messenger team the same info and lo n behold the same auto reply came back that there will be delay with agent getting back to me..I have then emailed their customer service team and got a auto email reply that someone will be in touch in 3-5 days so if no reply by 28th November I will contact citizens advice or Resolver for advice. RESOLVER are really good when it comes to customer issues with companies. PayPal will often side with the buyer but they can only refund you the purchase price and delivery price but they do not refund you the return price of postage and 5 aftershave gift sets will cost a fair bit to post back as have to go through Post Office as restricted items.

As they arrived damaged they cannot go through Debenhams normal routine portal you have to go through their contact us.

Im very unwell and this has been a huge stress on me.

I returned an item on 31st October. 4 weeks later I am still waiting for my refund. No phone number for Debenhams, just whatsapp messages. Nothing being resolved. I ordered and returned a further 3 items so am now waiting for 4 refunds. Debenhams customer service is not helpful. They don't reply to emails. Terrible service. Won't order from them again. I have taken my complaint further in the hope that I will get my money back eventually.

Always love the old Debenhams. Recently ordered perfume still awaiting delivery even though an additional 5.99 was added automatically for delivery protection, they say cannot be removed. Apparently there is tiny hidden opt out option somewhere on the order placement. Be mindful. Customer service is rubbish., even though order was due 9th November latest, the chatbot and emails (for which have to wait least 3days for reply) say will arrive by 22nd we paased on concerns.!!!??

Order DUX044932688; ordered on 05/10/2025.

I have been using Debenhams for a while now and they have really shown that there is no comfort buying from known branded companies. They have a stated a refund has been sent to my PayPal account which it hasn’t.
I have contacted them on numerous occasions via what’s app and email.
Only to be told the same thing.
Only now to be told; It’s over 30 days so they will no longer investigate.
PayPal has said the same.
So they have left me with a PayPal bill for items that have been returned.
What a scam!
Disappointed to say the least.
There is no store to try on items so you have to buy them before you try them. It’s ridiculous that I have to fight for £121.50 when the refund was supposedly sent a month ago.

I paid extra for quick delivery (within 4 working days) and I wasn't even told it had been sent for over a week. The courier are actually saying they're still waiting for it so I don't know if it's even been sent at all yet. It's now late for my niece's birthday

I had a delivery yesterday, and have a couple of problems, and no matter how hard i try i cannot get amy response from their team of so called suport staff, dissapointed and frustrated to say the least.....

My actual rating is NO stars but this site doesn't allow.

I ordered a dress, paid for fast delivery within 2 working days. It arrived 4 working days later. Customer "service" don't respond to emails. I am still awaiting a refund for my return but they won't refund my postage.
DONT buy from them!