Debenhams Customer Service Issues

The following are issues that customers reported to GetHuman about Debenhams customer service, archive #11. It includes a selection of 20 issues reported from December 17, 2022 until March 16, 2023. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions.

Order number DUX[redacted]99 was sent through Evri but I have yet to receive it. Received a message from Evri stating the delivery attempt was made when in fact someone was home. Spoke to a neighbor who had a similar experience. Both deliveries were at the same time. Please provide an update on my parcel, a lipstick that could have easily fit in the letterbox. No delivery notification was left. Contact me at [redacted]3.

I placed an order with Debenhams under order number DUX[redacted]23, but it has been stuck at an Evri hub since November. After raising a complaint with Evri, their local agent advised me to wait 72 hours and then contact the retailer if no updates were received. Unfortunately, I haven't heard anything since. When I tried to email Debenhams, their system indicated a "problem" and wouldn't accept my message, possibly due to their inbox being full. I can't find a contact number for them either. I even reached out to the Evri CEO via email, but I haven't received a response from them either.

I am having trouble returning the boots I purchased online. The website does not recognize my email, order number, or phone number. Even though I received the order confirmation at my regular email address, I can't seem to make any progress with the return process. This has been the most complicated return procedure I have faced, and despite several days of trying, I am stuck. Returning items online has never been this difficult with any other company for me. The website mentioned that if the item is from a concession, it should be returned to that specific company, but this was not clear during the purchase. I have an invoice from WTF Group Ltd. but can't manage to use the suggested return link. It seems like there might be a mistake in the link provided on the invoice. I trusted Debenhams as a reputable company, only to find out it was a concession. I hope you can assist me promptly by sending a returns label to [redacted]

I'm inquiring about my order (T01TFA[redacted]) that was supposed to arrive on Friday. The tracking information indicates that it has been delivered, but I am unsure of the exact location. I had redirected the delivery to a new address due to the scheduled delivery time being after 5 o'clock. I checked with the recipient on Saturday, and they claimed that nothing had been received. Could you kindly provide me with details on the whereabouts of my order DUX[redacted]70 at your earliest convenience?

I purchased a top in early November, and it was delivered to me. However, I received the same top again, leading to a double charge on my credit card. I tried to return the extra top via Evri at my local shop, but they wouldn't accept it as the parcel wouldn't scan. I have been unable to reach Evri for assistance. I am looking to have £24.99 refunded to my credit card account due to this issue. Unfortunately, the parcel did not come with any paperwork, so I don't have the order numbers. The only information available is on the parcel itself, which may not be helpful. Thank you, Heather H.

Order Number: DUX[redacted]27 and Tracking Number: T01TFA[redacted]. I made an order from Debenhams on Sunday, December 18th. I paid extra for next-day delivery. However, the items have not been delivered by EVRI, even though they have them in their possession. EVRI originally scheduled delivery for today between 3pm-4pm, but just emailed to inform me of a delay. I rearranged my plans to be available for delivery. I would like to know the new delivery time and if I will be reimbursed for the delivery cost due to this delay, as it does not qualify as 'next day delivery'. Thank you.

I placed an order on December 14th with an expected delivery time of 3-5 days. Despite this, my order has not arrived, and the tracking information has not been updated since December 18th. I am frustrated as this was meant to be a Christmas gift. I have tried contacting Evri, but only automated chats are available and have not been helpful. I also messaged Debenhams on Facebook but received no response. I am unable to locate my parcel and would appreciate any help in finding out its whereabouts. This situation is incredibly frustrating, and I am very disappointed. If the delivery will be delayed, please inform me as soon as possible.

I purchased a men's coat from Debenhams yesterday, expecting delivery today, but I haven't received any notification from them. Unfortunately, I didn't save my order number. I believe the order went through successfully, but without the details, I'm unsure. The coat I ordered is the Montarey Parkha in size large, navy blue, priced at £81. The total cost with delivery was £86.49. I am concerned as it hasn't arrived yet. Can you please provide me with an update on my delivery status?

I recently got an email informing me that my order was on its way, but I haven't received my Christmas presents yet. Unfortunately, I misplaced the email so I don't have the details. I'm Mrs. Jennifer Rodgers, and you can reach me at [redacted] or on O[redacted]. I'm having trouble getting answers from your help center, and I don't have a contact number for you. I've been a loyal customer of Debenhams for many years, but with my local store closing, online shopping is my only option.

I placed an order for Christmas, and I haven't received it yet. I did receive an email asking me to review the items though. I've sent three emails already and spent the last couple of hours on the phone talking to a computer. My name is Mrs. J. Rodgers, my email is [redacted], and my phone number is [redacted]. I would really appreciate it if someone could reach out to me because I'm not making any progress with the online chats or customer service.

I am experiencing a problem with my order not being delivered. I have spent the entire day on my phone trying to sort it out. Unfortunately, the responses I have received have been unsatisfactory and haven't provided any assistance. It is frustrating that in this modern age, I have to communicate with a computer rather than a live person. Today alone, I have sent nine emails explaining my issue to the automated system, but no resolution has been reached despite providing my details multiple times.

I recently purchased a sale dress online, the Scuba Midi Crossed Back Dress with SKU BAA01823 [redacted]-14. After inputting my order and payment details, I clicked on the payment button. However, instead of receiving confirmation, I was redirected to the Debenhams sales menu. Upon checking my inbox, I found no confirmation email for the order. I am now unsure whether the order went through and if payment was processed. I am feeling confused about the status of my order.

Hello, I placed an order on the Debenhams website with the following details: Order Number: DUX[redacted]58, Order Date: 15/12/[redacted]. Unfortunately, I have not received my order yet. According to the tracking website, my product has been at the EVRI parcel hub since 19th December, which has been over 7 days now. Could you please investigate this matter and expedite the delivery of my product as it is already significantly delayed? Thank you, Sai Chandana K.

I received the skirt and matching top from the Maine range, and unfortunately, they do not fit. The items were delivered, and the payment was deducted from my account. Now, I need to return them. Regrettably, the email address I provided during the online ordering process was incorrect due to my dyslexia. Consequently, I am unable to utilize email for the returns procedure. Please assist me and offer guidance on the necessary steps. Thank you. Email: [redacted]

Hello, I am reaching out for assistance regarding my recent credit card statement. I noticed that refunds for two expensive coats I returned to you on December 7th have not been processed yet. The coats were ordered separately but returned together on the same day in two separate packages. I have proof of postage for both returns. The coats I returned are the size 12 black Karen Millen coat from order DUX[redacted]09 and the plum Karen Millen coat from order DUX[redacted]09. I can provide photos of the orders if needed. I would appreciate it if you could investigate this matter promptly. The amount involved is significant, so I am eager to have this matter resolved as soon as possible. Thank you for your attention to this issue. Sincerely, Helen

I have yet to receive my order for the sterling silver sparkle moon studs with product number [redacted]. The items were supposed to be delivered on December 24th but were sent separately by Monsoon and Evri. I was informed they would contact me regarding delivery on December 26th, but I have not received any updates or the products. Can you please provide information on the whereabouts of my order and an estimated delivery date? My order number is DUX[redacted]93. Thank you.

I completed the Debenhams online returns form, but I'm having trouble printing it. After clicking "Done," I see a list of documents that includes my completed form and pdfFiller documents. Clicking the print icon redirects me to the pdfFiller site, which I don't want to subscribe to. Unfortunately, I can't find a way to print without subscribing. I attempted to download the form to my local files, but I was informed I couldn't print from there and should go back to the Debenhams returns page. Right-clicking on the completed returns document for printing prompts me to click "Done," creating a cycle that leads back to the original issue. Why isn't there a simple way to print the completed document?

I made a purchase from Debenhams on February 7th but did not receive an order confirmation or number. It left me unsure if I would get it, despite the money being deducted from my bank account. I'd like to inform you that my order was delivered today after checking with you. I did not receive any confirmation emails, so it was a pleasant surprise when it arrived. Thank you for your assistance. I wish good luck to other customers dealing with similar issues. I've decided not to shop at Debenhams again due to the inconvenience.

Regarding order number DUX[redacted]71, I initiated the return of item BQQ07587-[redacted]-18 in rose gold, size 10, by generating a returns label on February 27, [redacted], and sending it via postal services. However, the tracking for this return still indicates "label generated." It seems strange as I had another return processed at the same time and received a refund for it. Could you please advise on the status of my refund for the mentioned item and provide guidance on the next steps I should take to ensure I receive the refund promptly? Thank you, S. Raithatha

I received my order, but unfortunately, one cuff of the Mac jacket is missing. The jacket was expensive, and I'm very disappointed with the quality control. Additionally, I paid for next-day delivery, but my order arrived two days later, causing me to miss an event I was planning to wear the jacket to. My order number is KUK[redacted]52. This experience has been frustrating, and now I have to scramble to find a new outfit last minute.