Debenhams has seriously gone down hill. Even though I tried to deal with head office to solve a problem they are no longer interested. Terrible customer service! There new don't care' attitude is disappointing. I've shopped with them for 25 years on a weekly basis and they have lost me for £10 exchange! What a shame! Stick to John Lewis in the future, they still value their customers.Doesnt deserve any stars. Returned 2 parcels to Debenhams via drop in shop to be collected by Hermes. After 2 weeks contacted Debenhams who were more than unhelpful. Must have emailed them with all info i had plus copy of receipt from Hermes at least 5 times. Wont do anything without tracking number. I supplied orginal tracking number plus order number plus receipt number but they won't do anything. Hermes are impossible to get through to and drop off shop say its not there problem. Dont order from Debenhams unless you are prepared to throw money down the drain.Ordered and paid for goods 24. 9. 20 - advised today 6. 10. 20 return being processed. No return - never got the goods. Refund a further 3-5 days. Terrible service.Bought a child's dress Monday 30 November was emailed to say it will be here by the 4th December. Not arrived called customer service to find they have taken my money but cancelled my order and not informed me. I have today 6th Dec 2020 demanded a refund and said considering the state of your company you would think that you'd please your customers or is this a theft Act? Would not buy from them!Great! Ordered at 9pm, with next day delivery, items arrived at 10am the next morning, just 13 hours later, Definitely cannot fault!I have emailed customer service 4 times and still no response from them. I ordered a pair of boots which were £136.95 as a Christmas present to date there is no processing time or any indication on when these items will be delivered. Their quick to take your money but no response whatsoever. Its disgraceful service I just want a refund and buy the boots in store. I will now have to go through my bank to obtain a refund we do have consumers rights!. Do not order anything online from this store.Just moved in to a new home since I just got married. I ordered my blankets and duvets from Debenhams. Great quality at a reasonable price. Thank you, you never fail to please me with your quality.Worst on line shopping and customer service experience ever. Ordered with next day delivery, item never arrived, couldn't contact carrier (Hermes), Debenhams couldn't be called and didn't respond to multiple emails even when court action was threatened. After nearly a month I tried to post an accurate but damming review on their site. Within 2 working hours my money was refunded and the review was never shown. So reviews on their site are censored. Not even a token voucher was offered for all the time wasted and inconvenience caused. Complained about this again and got no response for 2 weeks when I got generic email asking what the problem was.I love Debenhams. We don't have one where i live so i shop online instead. They do some great offers and often offer 70% off in their sales. The quality of clothes and home ware is really good. They very often have free postage weeks so it's worth holding on before buying something or just scour the internet for a free postage code. Goods always arrive promptly and once arrived the next morning after i ordered at 10pm the night before!I am still waiting for an order placed a month ago... their customer service is closed, they don't answer emails, claiming the coronovirus is causing staff shortages, but they have plenty of staff to process payments! I thought they were trying to survive their current financial problems by strengthening their web business. I won't be purchasing from them again.I ordered 5 Christmas jumpers and none arrived, can't get a refund of them and they keep telling me to wait 24 hours to have it investigated. Still no jumpers and still no money backI waited 20 days for my order which to date hasn't turned up; had to purchase elsewhere at an additional cost, sent 3 emails to Debenhams, first 2 ignored then finally a response: Vicky P (Debenhams Customer Servicess) 16 Jul 2020, 23:16 GMT+1 Dear... Thanks for your email and I am very sorry for the delay in response. Please accept my apologies for the missing order. I have issued a refund and this will show on your account in 3-5 working days. Thank you for your patience Kind Regards Vicky P The Debenhams Team 1. No explanation given 2. Didn't ask me if I wanted a refund 3. Kept my money 20 days and no goodwill gesture I personally this this is an example of the poorest ever customer service and complaints handling!AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID THIEVES THIEVES THIEVES THIEVES Don't order from online they will steal your money this is a dying business on the brink of bankruptcy in desperate need of the peoples money! They refuse to help won't even acknowledge that they intentionally stole my money paid extra for next day sent me its dispatched now they don't know where it is who I am and play dumb saying what money'0' Rating if I could - DO NOT ORDER ONLINE - Debenhams has always been my go to shop. I ordered a bag and top and paid for next day delivery. The items should have arrived on 5th April. The top arrived on 7th April but there is no sign of the bag. Debenhams Customer Service is disgraceful and when trying to contact them it is virtually impossible - only by email - receive an automated response telling me to track parcel and that's it. There is no parcel to track because it hasn't been sent to Hermes. I even received an email yesterday asking me to review the items in my order - complete joke. I appreciate and understand the strains of the current situation but if you can't deliver Debenhams then just shut up shop now. Everyday I am bombarded with emails with sales and offers and to be honest there are loads of things I would love to order but not after this experience. They are not doing themselves any favours.I've ordered from Debenhams a few times. The quality is generally very good. The deliveries are easy to book, and usually prompt and they now notify you if delivery will be in separate packages. There are two issues which make me hesitate to order from here: 1) The size guides for some products are not correct especially for simple sizing methods (S, M, L, etc) meaning returns and re-orders. 2) The manufacturer, style or size is subject to change at any time, so what appear to be the same items (in a different colour for example) ordered a few weeks or months apart from each other can vary wildly. You can see that at times they have seemingly identical products on the website with different stock levels and order numbers as they phase one out. Certain items seem to be constantly low in stock in certain sizes. The in store experience can be disappointing and ultimately you'll find more stock online.This is most definitely not the Debenhams that has been a British institution over many years it's now run by a scandalous and apalling group of people who behave disgracefully towards customers. Have made 3 orders in the last month and each time has become progressively apalling. The first order arrived damaged and after arguing vehemently I was given a refund The second order was made by next day delivery and it didn't turn up until 3 days later again no real apology apart from being offered a free delivery code, just blamed the delivery company and took no responsibility This most recent order made on Friday again by next day delivery still hasn't arrived, contacted them on the Saturday and advised them it hadn't arrived they gave me this pathetic story full of lies and fabrication that it wasn't if you ordered before 11pm as advertised all over their website to get it next day but actually 9pm and they actually think customers will accept their lies Told them I was not accepting that and after initially refusing to escalate to a manager eventually did, the manager messaged me telling me what they said was correct and they were not liable for anything until 8pm yesterday (Sunday) and would deal with it if not delivered by then As expected still no delivered package yesterday so now it's 2 days late, contact them to advise and get no reply Wake up this morning (Monday) to get an email from Debenhams via Hermes saying my delivery had been returned and thanking me for returning the package when I hadn't even received it Debenhams have no official complaints procedure which I find amazing and hard to believe and are not regulated by any body or appropriate ombudsman This means they can do and treat customers however they want and you have absolutely zero comeback when they treat you like this They are a disgrace of a companyThe staff at Winchester Debenhams Store were very helpful in helping to resolve an issue that they had no control over. However, the issue is with the Debenhams On-Line order processing system, which is not fit for purpose. It has taken me 4 hours and cost me unnecessary travel expenses to resolve my on-line orders. In summary, I ordered two pairs of trousers on-line for £48 (2 x £24). I was refunded £24 for one pair, because they claimed they could not fulfill the order. I then received one pair of trousers. The website several days later were showing a stock level of 3 pairs, so I ordered another two pairs of the same trousers, which had then increased to the original price of £30 for each pair. I ordered another two pairs, but they refunded me £30, saying that they could not fulfill the order. Hopefully I will receive one pair of trousers in several days time. The IT department is a faceless organisation which relies on the customer going to a store to resolve any on-line issues. However, the stores don't have any control over the IT Department, and in my case the IT Department would not answer, ring back on the telephone or reply to the Debenhams manager's email. The IT Department needs a customer help desk to resolve on-line issues.Terrible customer service, returned items claimed they never received them a complete scam. Awful communication. Avoid at all costs!I have been buying from Debenhams online for the past 10 years and so far had no problems but just before xmas 2020 they have stopped my online orders, everytime i made a order online with my debenhams credit card and bank cards the orders get created on the system as normal and 24 hrs later debenhams status on them states cancelled, i order from other retailers online with my debit card ok, the customer service email service is bad you get a reply 12 days later with sorry order again which i did and still my order gets cancelled i have ordered alot of the items from the suppliers themselves, my advise is don't use the website but go in the shop when it reopens to buy with your card at least you know you got the item you wanted in your handDebenhams doesn't appear to want you to purcgase online. Keeps showing oops something went wrong when trying to ckeckout.I ORDERED AND PAID FOR 4 ITEMS DEBENHAMS ONLINE ONLY 3 ITEMS HAVE ARRIVED, I HAVE MESSAGED THEM SEVERAL TIME BY EMAIL AS THERE IS ''NO TELEPHONE'' SERVICE - ''NO REPLY AT ALL'' TERRIBLE SERVICE - ''NO CUSTOMER SERVICE'' NO REPLY NO ITEM - NO REPLY AND NO REFUND?If I had an option, I will give minus rating for their service. I placed an order twice in two different dates. I got a text messages from the courier that they would be delivering on a certain time in a specific date but no one turned up. I called debenhams straightaway and notified them I have not got the parcels from anyone. I was advised to wait for 72 hours first, then another 3 working days to complete their investigation. Finally after so many chasing I got a ph call from them saying it's their business decision that they wont refund the money. As per their investigation, the driver told them that the parcels were delivered so they cant refund the money. They are not willing to listen to the customer's point that the parcels have not been delivered. This company has got rubbish customer service policy, they dont trust customer and they do not support any customer either. I will go further up and take legal against on this. For the rest of the customer who buy products from them, please bear all this in mind. This is a genuine urge from me as they just steal customer's money.Horrific customer service! I ordered 4 dresses online for a new job. Hermes we're delivering the parcel, they said it would be delivered today between 10-2, I waiting in, in my lounge so I wouldn't miss it, I have a doorbell and my lounge is right next to my door, Hermes signed the signature themselves as me which is FRAUD and said they have delivered it to me, they hadn't at all! I rung Debenhams customer services and spent an hour and half on the phone arguing to customer service then CRT customer resolutions team who eventually hung up on me because they couldn't help me right now. So apparently because Hermes have fraudulently signed to say I have received a parcel that means I now have to wait 3 whole days for the case to be looked in to which means I can't start my job because I haven't got the dresses I ordered for work. Customer services are utterly useless and I will never ever use Debenhams again and I will review everywhere possible and tell everyone about the situation I have experienced and hopefully put everyone off using them. They are utterly horrendous at customer service! Just to make utterly clear how pathetic their customer service team are 3 hours later I'm still on the phone to them 3rd person later after 2 have hung upIf it were possible to give minus stars I would do so. I wouldn't purchase anything off Debenhams, their on line customer care is awful. A piece of furniture, irrespective of how expensive, or how seldom used, purchased from them, is only warranted for 12 / 24months, then allegedly it is down to the manufacturer, which is totally incorrect, but try telling them facts. Awful company to deal with as far as customer care is concerned. It's a case of 'they take your money and run' and after 1 /2 years it's down to you.