Debenhams Customer Service Issues

Hello, I require assistance. I purchased an Urban Decay makeup palette for an upcoming Friday party and paid an extra £7 for shipping. Upon receiving the package, I discovered that two of the colors in the palette were damaged. I need makeup for an event tomorrow and would like to inquire if I can exchange the damaged palette after tomorrow for an undamaged one or receive a discount on another palette. I am located in the UK and not in the US, does this affect the process? Thank you for your help. Have a great evening! - Sarah

My name is Jennifer Hewson, and I live at 47 East End, Walkington, HU17 8RX. Yesterday, I placed an online order using my credit card. Unfortunately, I received a text message today informing me that my order number [redacted]85 has been canceled. This order was supposed to be picked up from the Beverley store after 12 today. I would like confirmation of the cancellation, the reason for it, and assurance that no funds will be deducted from my credit card. You can reach me at [redacted]4 or email me at [redacted] As of now, I haven't received any emails from Debenhams regarding this order. Thank you. Jennifer Hewson

I attempted to contact my local store in Dunfermline, but I reached a call center instead. I explained to the representative that I was inquiring about a product at the Dunfermline store. However, she could not find the location and suggested Dumfries, which is three hours away. I reiterated Dunfermline, even spelling it out phonetically, but to no avail. The representative insisted there was no store there. I persisted that there is a store in Kingsgate center. Finally, after contacting them, she informed me they didn't have the item in stock, suggesting I order online. Frustrated, I inquired if any stores had it, to which she was unsure and would need to call each store individually. It seems like Debenhams is stuck in the past expecting customers to travel between stores or accept whatever is offered.

Many shoppers, particularly my friend and I, are avoiding Debenhams Redditch, especially the upper floor, due to the unresolved air conditioning issue since last year. Despite being a profitable location, it seems the air conditioning breakdown has deterred loyal customers, even Gold Card members like us, from entering the store despite enticing offers. The discomfort felt by the staff, who are reportedly not even allowed water on the shop floor, is concerning. Neglected areas like the ladies' toilets being described as dirty and outdated further contribute to the worry that customers will take their business elsewhere if improvements are not made. It is essential for these issues to be promptly addressed to prevent losing loyal patrons and potentially the store itself.

I received an email from the company stating that my order would arrive today, after paying for postage. I also got a message from Hermes with tracking number [redacted][redacted]. However, when my parcel arrived today, only two items were inside. I've been trying to reach the delivery company for two hours with no luck. I was previously told the order would be here before 6 pm, and it's now 17:30 with nothing yet. I really need these items for tonight. Please help locate the delivery and ensure I receive the goods by 6 pm today. Order number: [redacted]77 Subtotal: £[redacted].00 Delivery: £4.99 Total: £[redacted].99 Delivery Address: 5 Meadowsweet Drive, St. Mellons, CARDIFF, GB, CF3 0RD Delivery Method: Next Day Delivery - Will be delivered on Wednesday, November 7, [redacted], between 8 am - 6 pm The items in my order include a large silver bevelled glass jewellery box, white 'Anderson' embroidered bedding set, multicoloured retro print cushion, mustard faux mohair tassel throw, white Egyptian cotton pillow cases, fitted sheet, and an easy wash mattress protector.

Hello everyone, I am reaching out regarding a potential business opportunity. I am a student at Bristol University, currently collaborating on a group project for an ‘Innovation, Entrepreneurship, and Enterprise’ course. Our project involves devising a business idea, presenting it, and crafting a comprehensive business plan. Our concept is an augmented reality clothing try-on app/software, essentially a virtual dressing room. This technology allows individuals to try on clothes from their homes, evaluating the fit and style. Customers will input their body measurements into the software, generating an image with set dimensions. They can virtually try on various garments. The core objectives of our idea are to: - Reduce returns, ultimately saving costs for companies with prepaid return services - Expand the customer base for companies without free returns, as potential buyers will be less wary of return expenses - Prevent customers from ordering ill-fitting or unsuitable clothing - Save customers the inconvenience and expense of returning packages (in the absence of free return policies) - Elevate the online shopping experience by boosting customer confidence in selecting clothes online We would appreciate any feedback on our idea and whether you would use it. Your input is crucial for validating our concept, as you represent our primary target audience. If you have a moment, please consider answering the following questions: - Would you utilize our technology? - Would you prefer the software integrated into your website or as a standalone app for consumers? - If not, what are your reasons? - What value would this software hold for you? - Any additional feedback, suggestions for improvement, drawbacks, risks, or areas to focus on? Thank you in advance for your valuable input. Best regards, Ben W. M.Sc. Civil Engineering, Uni of Bristol

I recently placed an online order for a handbag with order number [redacted]26. Unfortunately, the item wasn't available for click and collect, and I wish this was communicated before I completed my purchase, especially since it was just under £50. It would have been beneficial if I was given the option to add something else to my order to meet the requirement. Consequently, I had to pay £4.99 for delivery to receive it on time. I also encountered issues when trying to use my two reward vouchers, as the codes were not recognized when using my Gold card, despite the information in the accompanying letter. Subsequently, when I received my confirmation email, it mentioned a 20% discount code (RK22) which could have been useful earlier, especially since I couldn't apply my reward vouchers. I would appreciate some clarity on these matters. - G.G.

I placed an order for a concealer on November 30th with a delivery date set for December 1st. Despite receiving messages with delivery updates from Hermes, the item did not arrive on the scheduled day. After several attempts to track the package, I discovered that it was being returned to Debenhams without my consent. I contacted Debenhams via live chat and phone to arrange for a resend, which was promised to be delivered the following day. However, the item did not arrive as guaranteed. I have been at home waiting for the delivery, but no attempts were made to deliver the package or leave a missed delivery notice. Despite being at work today, I expected the package to arrive but it is still missing. I have reached out to Hermes and they advised me to contact Debenhams. I am hoping for assistance to resolve this situation and understand why there have been delays and confusion regarding my order.

I placed an order on Friday for next-day delivery, order number [redacted]96, but upon learning that Hermes was handling the delivery, I became concerned. Hermes had recently caused me significant issues with another delivery, taking days and numerous phone calls to resolve. Despite receiving delivery time updates from Hermes indicating 3-7pm on Saturday, the package did not arrive, with tracking showing it as undelivered. Attempting to reach them through their chat support, I faced a [redacted]-person queue, waiting over an hour to be disconnected when reaching the front. Subsequent emails and chats have resulted in a lack of clear communication or assistance. The tracking number for the order is [redacted][redacted]. Your products are great, but Hermes' inefficiency and poor service are severely impacting the customer experience. I urge you to reconsider your choice of courier to maintain customer satisfaction.

My wife has been a loyal shopper at Debenhams for many years. As we approach our 25th Christmas together, it pains me that I won't be able to afford a present for her this year. Due to health issues, including a recent near-death experience, our finances have been strained. While she reassures me that love means more than material things, I still feel inadequate. Our savings have gone towards gifts for our children, and now I am reaching out in the hope that if there are any items that cannot be sold for any reason, they could be considered as a gift for my wife. I assure you that this request comes from a place of genuine need and gratitude.

Hi there, I placed an order on Debenhams' website with next-day delivery scheduled for Monday, December 17th. Unfortunately, I have only received one part of the package and not the other part, which contains 8 items crucial for Christmas gifts. The order number is [redacted]67 and my name is Samantha Batchelor. I reside at 15 Harvard Avenue, Honeybounre, Evesham, Worcestershire, WR11 7XU, and can be contacted at [redacted]0 or [redacted] I have reached out to Hermes, the courier, as the tracking status shows it's 'Out For Delivery,' but they mentioned they will get back to me within 48 hours. This delay is cutting it too close to Christmas, which is the only day I can spend with my family this year, making the parcel useless if it arrives any later. I urgently need assistance in locating the missing items to ensure they arrive on time. If I do not receive help promptly, I will need to file a formal complaint with Debenhams and Hermes, as this situation is not acceptable and has greatly upset the gift recipients. I may also request a full refund for the undelivered/ severely delayed items. Thank you for your support. Samantha Batchelor

Hello, I recently purchased a pan steamer for next-day delivery. Even though I received an email stating that I signed for it, I was not home at the time. After contacting customer service, they promptly sent me a replacement at no extra charge. However, the courier who delivered the replacement mentioned leaving the original one by the bin the day before, so now I have two steamers. Can we organize the collection of the extra steamer? Order Number: [redacted]90 Phone Reference Number: [redacted]54

To Whom It May Concern, I am writing to express my dissatisfaction with the customer service I received from a staff member at the pay desk in the women's wear and lingerie department on the first floor of Debenham's in Newcastle Upon Tyne. On Thursday, January 31st, I requested assistance in checking the sizing of two lingerie items that were on sale, as the labels were hard to see. Despite explaining that I was struggling to locate the size due to carrying multiple bags, the response I received was condescending and unfriendly. The staff member, named Martha according to her tag, proceeded to mock me for not being able to find the size labels inside the clothing. As a 72-year-old customer who has been purchasing clothes since the 1960s, I found Martha's behavior disrespectful and inappropriate. I left the store feeling upset and would appreciate it if she could undergo additional training in customer service. Sincerely, Mrs. C. Watson

I am reaching out regarding the Eastbourne store. The appearance from outside is quite uninviting with mostly closed windows, making it hard to see inside, particularly from Lismore Road and Terminus Road. There isn't anything catching the eye to draw customers in, and the restaurant on the top floor is disappointing. A ground floor restaurant visible from the outside could potentially entice passersby to come in, have a cup of tea, and explore the store. Long ago, the restaurant on the first floor was enjoyable with good food, not just snacks. I suggest being innovative and proactive in attracting customers rather than just waiting for them to come in. Please forward this to the relevant authorities. Thank you.

On Tuesday, 8th April, I had a bra fitting at Debenhams at 2 p.m. Typically, the fitting lasts 30 minutes, but this one was rushed and finished in just 10 minutes due to understaffing from illness. Despite expressing concerns about excess underarm tissue, I was assured it was normal. I bought 3 bras and donated my old ones at Sainsbury's. However, it turns out I was misfitted; I seem to have 4 breasts instead of 2 due to being told the wrong size (32 instead of a likely 34). This results in discomfort, and I feel self-conscious in tight clothing. Although the staff were nice, the rushed fitting led to this issue. As a busy teacher and cadet leader, I won't have time to fix this until late May, which is frustrating.

Order number [redacted]55 Today, I placed an order online with Debenhams, only to learn that they have entered administration. Due to this uncertainty, I decided to cancel my high-value order. After contacting your customer service, they assured me the order was canceled and would send an email confirmation, which I never received. When following up, I was informed the order was not canceled, despite my request. After receiving an email ensuring a refund in 3-5 working days, I later discovered it missing from my inbox. Following another call, I was advised the refund would be processed by a refund agent within 24 hours. Unfortunately, I found the call handler somewhat patronizing on my third call. With conflicting information provided, I have little trust in your company and will resort to a bank chargeback if the refund is not received promptly. I worry about the company's status in administration and found some call handlers unprofessional. I urge you to reach out to me promptly with an honest update regarding the cancellation. My email address on file is [redacted] for any required correspondence. Regards, Mr. Ruddle

I would like to praise three members of the team at the Craigavon store in NI. I placed an order for Denby online to be picked up at the store. Upon arrival, I was unsure where to park for collection. Nicola at the orders collection point was very helpful in guiding me where to park. When I returned, she was still polite and assisted in getting Stephen and Sean to help bring the heavy boxes to my car. Both Stephen and Sean were equally polite and helpful. I believe it's important to acknowledge exceptional customer service, especially since we often only provide feedback when things go wrong. I appreciate the great service provided by these three staff members. Thank you, Pauline G.

I recently visited your store last Sunday in Bury on the Rock and decided to have lunch there. I was very disappointed to notice a decline in the cleanliness standards of the cafe. The chair backs were covered in food, the trays were dirty and required a thorough cleaning, and the tables were left uncleared, which made the cafe appear neglected. Despite being a long-time shopper at your store, I felt dissatisfied with the condition of the cafe. Sadly, I have decided that I will not be patronizing the cafe again. Sincerely, Mrs. S. Ringrose.

Dear Sir/Madam, I bought a pair of sandals from Debenhams about three months ago. The item purchased was Head Over Heels by Dune - Red 'Juney' Block Heel Ankle Strap Sandals for £40.00, paid with my Debenhams card. I’ve worn these sandals a few times in the recent hot weather, but the lining on the sole has started to peel away, causing discomfort due to a ridge on one sandal only. Considering the short time I’ve owned these sandals, I kindly request a new pair. I believe it’s fair to expect sandals costing £40 to last longer than three months. Although I don't have the receipt, the purchase should be traceable through my Debenhams card, with the number 6[redacted] 5[redacted]. Please let me know if these sandals can be exchanged for a new pair. Best regards, Caroline Hunt 19 Hartington Road Oakhurst Swindon SN25 2EF

I recently visited your Southampton store to return a mantaray dress I purchased on sale for £17.50 in July. After wearing it just once and following the washing instructions, the dress shrunk. The assistant insisted I could only receive a £10 gift card due to it being past the return date. I explained that the shrinkage was a fault, not wear and tear, but was not given the full refund. As a long-time customer, I value the quality of your clothing and am disappointed with this experience, which reflects poorly on Debenhams amidst challenging times for high street shops.