Debenhams

Terrible service. I placed my last order in July 2025 and then couldn’t access my account after a failed password reset. There’s no way to speak to anyone directly, Messenger is just automated replies, emails get generic responses, and nothing gets resolved. It’s incredibly frustrating, especially knowing others are experiencing the same issue.

If your priority is saving a few pounds, and you have absolute patience and no need for the item within a month, the Super Saver option might work. However, if you require your purchase in a timely manner, or if you value the ability to track your package and receive updates, I would highly advise paying extra for a premium delivery service with full tracking. Over 3 weeks 15 working day and still no sign. Never shopping again from DH.

Extremely disappointed with how Debenhams treats its customers. It's impossible to contact anyone. I have emailed three times and only ever received an automated response. I spent a lot of money in the sales, and a small amount needed to be returned. I went for the credit option to try and speed things up, and the 10% they were giving on top would cover the return cost. I thought I could use the credit within the year. I was shocked and disgusted to discover I only had until April to spend it.

If you are looking for an app that is slower than the first computer to exist, this is it! The promo codes don't work, and you are required to pay £8 extra if you want to ensure you get a replacement if it is damaged in transit. If it is damaged in transit, make the courier pay! When I order something, I expect it to arrive undamaged and I find it utterly ridiculous that the customer has to pay extra, or face receiving a damaged item with no replacement or refund.

Not sure how to feel, I ordered on the app, I got a "payment error" and double checked my banking app to see if I was charged, turns out I have a "pending" £72 still but when you use the app it just says they are still in cart, messaging support takes forever too, and I really want to get this sorted while the Black Friday deals are going, weird how dodgy this seems, why hasn't the payment gone through instantly? Is the app just broken? Should I just use the browser instead? Who knows. Scammed?

very poor customer service, part of my order is only showing as dispatched 10 days after purchase with no delivery details or time frame and no way of contacting Debenhams to clarify what's going on. I can't get a refund without returning item but haven't received it!!! There should be a way to contact you when issues arise and it should much more clear when a delay occurs why and for how long!

bought a leather coat for £129 and free delivery was charged £2.99 delivery and £6.50 insurance yes I shoukd of noticed but the checkout is very misleading and was using a gift card so didn't notice the increase, messaged customer support as there is no number but ni reply wont be using debenhams again avoid

A still much to be desired app. Poor UX on 1st use: nav is slow+ sluggish; items in categories: incorrect lists + descriptions; sizes: dont make sense. How can I possibly reccomend to my 75YO mother that loved shopping at Debenhams stores or for myself from the place where I purchased many good reliable products over the years? Im sorry but these issues are unacceptable for an company in digital ecommerce today in competition with the massive online retail OGs!! Please employ better app devs.

I am so disappointed that I am unable to contact Debenhams. I love the jacket I bought , but it was the wrong size. Now being unable to swap it for a larger size . I must return one item and wait while they refund the money so I can buy a new one. the Shearling jacket was perfect 7 stars for that.

terrible service don't use them wouldn't give them 1 star. ok as long as you are buying but they don't want to help with problems complete ignore you. bad company hiding behind a well known name

I shop frequently from Debwnhams and have never had problems. however, I have noticed tgey now ask the customer to pay a protectuon fee for delivery against damage or loss. I do not think it is fair to put that on a customer. It is their responsibility to ensure safe delivery to the customer.

worst place to shop. The products you order are either damaged or you will not receive your complete order. After you contact them regarding the error in their product or delivery they take forever to comply. It has been a month and I am still waiting for an item that was not delivered and the replacement for a damaged product. it should not take this long whatever the reason. Clearly a very irresponsible team at work here.

worst place to shop. Apart from their very sluggish app, shipping takes ages. what I ordered wasn't what I got. they made it very difficult to return the item

the service is awful. ordered 1 thing for Christmas to my daughter, received completely different thing. still not resolved. 3 weeks after. joke.

I will never use debenhams app again. it's been so disappointing I've lost a lot of money. there is 3 items that I didn't like that I ordered. item 1: I returned it 2 weeks ago and still got no money back. item 2: The only way yo return it is by sending an email to the seller and then they give you the address where to return it and it cost me £10 to return it back. item 3: when I press "return item" it shows that the order number is not recognised so I can't even get a return label.

can't even open the app. when it does eventually open password reset doesn't send. impossible to use.

nice place to shop with different discounts. try it, you will definitely come back. l have been shopping in Debenham store for years, but it's a shame the closed down, l discovered they were online, making it a great joy for me to select all the best options. l fill in comfortably shopping with them.

l have never bought anything from Debenhams, which l regretted. l missed the outlets, though. Quality and standards are always guaranteed .

Very good service. Not had a problem. Had to return an item and was refunded in about 3 weeks .

delivery is quick.only down side is it seems to take a long time for a refund to show back to your card Good choice on sale items