Debenhams Customer Service Issues

I have been facing issues placing an online order at Debenhams, which I have done successfully before. Every time I try to proceed with the order, it fails to go through the payment step. I have attempted multiple times over the past few days without success. Additionally, after recently obtaining a Debenhams store card, I received the first bill but was unable to pay it online as I had hoped. Consequently, I settled the payment in-store. Could you kindly assist me in addressing these ongoing issues? Thank you, Marilyn Wiseman

Hello, I am Martina Spano. I recently made a purchase from your company and was expecting to receive two items today. However, I was notified that a person named Melissa signed for the package. I do not know anyone by that name and did not receive the parcel. This situation is frustrating as a similar incident occurred last year and took time to resolve. I am disappointed that a delivery company would give my parcel to someone else. The items are valuable, and I urgently need them. I request a thorough investigation and a prompt resolution. I am very upset by this experience. My order number is [redacted]. Looking forward to your earliest response. Best regards, Martina

I had my eye on some items on Debenhams' website since Black Friday. I stayed up late trying to purchase them, but when I was about to pay, the prices of my coats changed. I have been checking on these items for the last three days, and now the number of items available has also decreased from 23 to 15. I had reserved them, but now the prices have gone up. Can I please get both coats back at the price they were an hour ago so I can purchase them? Thank you.

I made a large order on the 1st of December, and the items have been arriving separately. Today, I received 3 out of the 4 Woodwick candles I ordered, and I was shocked by the condition they arrived in. They were just placed in a box with minimal plastic padding at the top with no protective boxes or bubble wrap. Unfortunately, all the candles arrived smashed, and there was a risk of injury due to broken glass. I have photos that showcase the poor packaging. I believe it's unsafe to return the items due to the glass. Can you provide me with an email address where I can send the photos for your assessment? My order number is [redacted]80, consisting of 2 large candles and one small. Thank you. Lana Chalvatzis, 10 Birches Green Road, Erdington, Birmingham, B24 9SR.

Hello, I made a purchase over the phone due to problems with your online ordering system. I haven't received any email or text confirmations. I vaguely remember asking the name of the representative who took the order, and I think she said her name was Priya. The call was quite long, and unfortunately, it added extra charges to my phone bill. However, I am still surprised that I have not yet received my order. The items I ordered were 3 pairs of boots, a gold globe table lamp, and Clinique Perfection foundation in cream caramel.

I am checking on the status of the second part of my order number [redacted]39. The initial email stated that the Regatta Knit Gloves should arrive by December 12th, but I haven't received any further updates about this specific item. All other items in the order were confirmed with updates shortly after the initial email. I await your response. Thank you.

Regarding my order [redacted]: I have yet to receive the purple sequin velvet shift dress from my order. The payment has been deducted from my bank account. Recently, Hermes notified me that the order was on its way for delivery, but then I received another email stating that the delivery couldn't be completed due to an incomplete address. After contacting Debenhams, the problem still remains unresolved. According to Hermes, the retailer needs to rectify the address issue. Can someone assist me with this matter?

In early December of this year, my wife purchased a fawn Maine gents EX large 'V' neck sweater with the barcode [redacted]45, item number [redacted] 9 [redacted] from Debenhams in Weymouth. Upon receiving the item on Christmas morning, I discovered that there was an alarmed security tag still attached, likely an error by the salesperson. On the 27th of December, I returned the item to request the removal of the tag. Despite setting off the alarm and seeking assistance at the sales counter, I was met with some attitude. I explained the situation to the staff and was informed that the tag could not be removed without a receipt per the new company policy. I offered to look for the receipt, but to no avail. I am reaching out for advice as I am unable to use the item with the tag still attached. Your help in resolving this matter would be greatly appreciated. Sincerely, Derek Watton.

To whom it may concern, Good afternoon, I placed an order on the Debenhams website yesterday for 6 rolls of Super Fresco wallpaper in Vienna Blue & Silver Soft Vertical Stripe, totaling £56.94. I have not received any confirmation that the order was received and is being processed. This is crucial as I am currently in the midst of decorating and need clarification on the status of my order. I expected this to be standard procedure on your website. I am looking forward to your prompt response. I made this purchase at Aberdeen Union Street. My details are Mr. David Small, 25 Sheddocksley Drive, Aberdeen, AB16 6NY. If you are unable to locate the order promptly or if there will be a delay, please communicate this honestly. Otherwise, I may need to cancel the order and seek alternatives. Regards, Dave Small

I ordered two dresses for my twin granddaughters before Christmas in different sizes. I am facing a challenge as my son-in-law mistakenly threw away the packaging and tags for the smallest dress I need to return. While I have the original delivery note, I haven't been able to return the items to the local store without the tags. I kindly ask Debenhams to consider accepting Order No. [redacted]07 without the tags for a refund to my account. Thank you. Best regards, L. Knaggs.

I have been a loyal customer of Debenhams for years, but I encountered an issue recently. I shopped at the Belfast Castlecourt store on November 23, [redacted], and misplaced my receipt. I tried to return/exchange items at the store in mid-December, but was informed of a policy change requiring the original receipt. I have been diligently searching for it since then, as I usually keep my receipts safe. To resolve this, I'm requesting a duplicate copy of the receipt. My gold card number is [redacted][redacted], with an expiry date of 05/26. I hope for a positive response. Thank you, Mrs. F. Brophy.

I recently purchased a pair of dress shoes in Sunderland store and unfortunately discovered a manufacturing mark on one shoe. When I tried to return them within 24 hours for a refund or exchange, I was met with disrespectful behavior from the staff. Despite clear evidence of the manufacturing mistake, I was accused of causing the mark myself and even threatened by a staff member. This treatment caused me undue stress and led to a seizure due to my epilepsy. I am currently seeking resolution through my credit card company and considering reporting the incident to trading standards. I am disappointed by the lack of professionalism and customer service and will not be shopping at Debenhams again.

I want to share my wonderful experience with Abbey from the Hobbs concession and Emily at the till in the Bath branch. Despite struggling to find a wedding outfit, Abbey went above and beyond to locate a smaller size for me without me even asking, making my shopping trip so much easier. She not only found the right size but also offered fashion advice that was incredibly helpful. Emily was also fantastic, providing friendly service and suggesting a way for me to save money by taking out a credit card for the dress. Both ladies were a pleasure to deal with and truly made my day. Thank you Abbey and Emily for the exceptional customer service and for turning what could have been a stressful day into a successful and enjoyable shopping experience.

I bought and paid for a dress last Wednesday, March 4, [redacted], through your 'click and collect' system. I was informed that it would be delivered to the store within two days with a notification sent to me. So far, I have not received any updates. My customer order number is [redacted]00 for the 'multi-coloured tie dye print midi dress' priced at £59 paid via Mastercard. I requested the store in Bedford to order the dress as they didn't have my size (16) in stock. I am disappointed as I had paid in advance hoping to try it on last Friday/Saturday, requiring a special trip to Bedford once the dress is ready. This does not meet my expectations of 'customer service'. I await your response. - I. Sheridan

I would like to report an issue with my recent return at Elizabeth Arden. On March 16, I returned 3 Prevage products at their Oxford Street store. I realized later that the receipt only showed 2 items, not 4, which was concerning. The sales assistant, identified as [redacted], advised me to return the next day due to time constraints. When I returned, the manager, who held onto my products for safekeeping, conducted the return. However, there were discrepancies in the refund amount and items listed on the receipt. One of the products purchased on February 29 did not reflect the correct discount applied to my Debenhams account, resulting in an overcharged balance. I contacted Debenhams to address this but was directed back to the store. Additionally, I need guidance on returning a perfume due to lockdown restrictions. Resolving these issues promptly is crucial, as I intend to arrange a direct debit once my correct balance is provided.

I purchased 4 Castalia tumblers last Wednesday. They arrived yesterday, and I was disappointed to find that the design inside the box did not match what I saw online. I had intended to give them as a Father's Day gift from my kids. Debenhams, I will return the tumblers tomorrow through a ParcelShop as I am very unsatisfied with the purchase. Additionally, I received an email last Saturday stating that the delivery would be on that day, but it arrived three days later than expected, causing further disappointment. I am wondering if you will be sending me the correct set of Castalia tumblers.

I purchased a purse online that I had to return. I received an email confirming the return and that a £7.50 refund would be issued, but the purse cost £29. My order number is [redacted]54, and I placed the order on April 22nd. My name is Mrs. Georgina Myler, and I live at 37 Northleigh Grove, Rhosddu, Wrexham, LL11 2HQ. You can reach me at [redacted] I hope this issue can be resolved promptly so I can receive my full refund. Thank you, Mrs. G.S. Myler.

I used my gift card to place an order, but it charged my Debenhams Mastercard instead. I've had this issue before but overlooked it. Now, I'm worried. I tried calling but the wait time is too long, so I emailed and received a response. I returned an item on 22/6/20 through Hermes Premier Shop P[redacted]. I prefer the refund to go to my bank account, not through Newday. I'm dissatisfied with the service as a long-time customer and pensioner. I want to use my gift card. I had a bad experience losing money due to a House of Fraser gift card when they closed. I followed their procedure and received no refund. I hope this doesn't happen again.

I received a £25 Debenhams gift card as a present. I am unable to use it online due to the Covid Lockdown and my husband being in the highest risk group. We are 'Shielding' for the foreseeable future, making it impossible for us to visit the department store in person. I am hoping there is a solution to either use the gift card online or transfer its value for online shopping. I am a frequent buyer at Debenhams and I appreciate any help in resolving this issue, as I don't want this gift to go to waste. Thank you for your assistance. - Irene H.

Recently, I purchased a DeLonghi kettle and toaster from Debenhams, which unfortunately had the switch break just before lockdown began. The items are still under the 2-year guarantee, with almost 2 years having passed since I purchased them. Due to shielding restrictions, I am unable to return them in person. I am hoping for a replacement toaster as the set was purchased to match. Additionally, I have £33 worth of vouchers expiring next month that I am unable to use in-store due to my circumstances. Is there a way to utilize these vouchers online or have them reissued with an extended expiry date? My daughter-in-law, who works in a hospital, is remaining cautious, and I am unable to risk exposure even after shielding ends. Thank you for your understanding. Kind regards, Margaret Gibbon