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Customer reviews 2
L
LAKSHMI D
Australia
one of the worst customer service experiences
I waited 3 weeks for my order and it still hasn't arrived; I had to buy from another place for more money, wrote 3 emails to Debenhams, the first two were ignored then eventually got a reply:
Vicky P (Debenhams Customer Servicess)
16 Jul 2020, 23:16 GMT+1
Dear...
Thank you for your message and I apologize for taking so long to reply.
Please accept my apologies about the lost order. I processed a refund and you should see it in your account within 3 to 5 business days.
I appreciate your patience
Kind Regards
Vicky P
The Debenhams Team
1. No reason provided
2. Didn’t check if I wanted my money back
3. Held onto my money for 20 days and made no offer to make up for it
I think this is one of the worst customer service experiences and handling of complaints!
M
Mrs Anderson
Australia
terrible company with a terrible complaints system
This isn't the Debenhams that used to be a British store for a long time. It’s now managed by a terrible team that treats customers poorly.
I made 3 orders over the last month and it just got worse each time. My first order came damaged and after much back and forth I received a refund.
My second order was meant for next day delivery and it showed up 3 days late. Once more with no real apology other than being offered a free delivery code, just pointed fingers at the shipping company and didn’t take any blame.
This most recent order, made on Friday again for next day shipping, still hasn't shown up. I reached out to them on Saturday and Told them it hadn't arrived. They gave me this ridiculous excuse full of lies that you had to order before 9 PM, not 11 PM, to receive it the next day, despite what it says on their site. And they think customers will actually buy their lies.
I Told them I wouldn’t accept that and after they first refused to pass it to a manager they eventually did. The manager got in touch with me saying their info was right. And they weren’t accountable for anything until 8 PM yesterday (Sunday), and would take care of it if it didn't get here by then.
As I expected, there was still no delivery that day. So now it's 2 days overdue., reached out to them to let them know. And received no response.
I woke up this morning (Monday) and saw a message from Debenhams through Hermes saying my order was sent back and thanking me for sending the order back, when I hadn't even gotten it.
Debenhams has a terrible complaints system which I find hard to deal with. And aren't monitored by anyone or any watchdog.
This allows them to treat customers however they please and there's no way to file a complaint when they treat you this way.
They are a terrible company.