Debenhams Customer Service Issues

Subject: Issue with Order Ref [redacted] Dear Customer Service, I am writing to address a serious issue regarding my order placed on February 17th for item No [redacted]25. Even after contacting you on the 27th of February, the item did not arrive. After assurance from your end on March 4th that it was on its way, I finally received a parcel from Hermes on March 10th. Upon opening, I discovered a different item - a pair of chocolate Tecnic Brown Fredrick Goodyear welt plain chelsea boots, valued at £56 plus a £2.99 delivery charge. The delivery note inside the box was intended for Mrs. Sami Tekle at 50/8 Drummond St, Edinburgh, EH8 9UA. I am deeply disappointed and frustrated with this mix-up. Please rectify this as soon as possible. Your prompt attention to this matter would be greatly appreciated. Sincerely, R.M. Cape

I placed an order with your company on Friday, March 5th for a fascinator headband and a metal bar clutch bag. I received the fascinator headband on Thursday, March 11th. However, when I check the status of the order for the clutch bag, it still shows as submitted to the supplier and has not changed since I placed the order. My order number is [redacted]14. I live at 27 Dunsley Drive, Billingham, TS233DH. I have already sent three emails regarding this issue and have not received a single response. I am aware of the current situation with the lockdown but I would appreciate it if someone could update me on the status of my order. I need this item in time for my daughter's wedding and the delay is disappointing. I expect this matter to be resolved promptly or receive a refund. Thank you, Mrs. M. McGuire.

I placed an order with Debenhams on February 22nd, which arrived at the Hermes depot on February 23rd. On March 4th, after noticing it hadn't moved, I contacted Hermes. They advised me to inform Debenhams, which I did on March 5th, 11th, 12th, and 13th with minimal assistance. Upon receiving a statement from Newday for the item's cost, I called to request a statement with a zero balance due to not receiving the parcel. However, Newday requires notification from Debenhams. Feeling frustrated, I need Debenhams to promptly instruct Newday to reissue the statement with no balance. I refuse to pay for an undelivered item within my rights. As a long-time Debenhams customer, I am disappointed. Hermes confirmed the parcel never left the depot but seems to have vanished inexplicably.

I recently made a booking for Day 2 & 8 Covid tests with Expert Medicals, paying [redacted] GBP each for a total of [redacted] GBP. Despite reaching out through WhatsApp chat and filing a formal complaint about the delayed tests, there has been no response from the staff. I even mentioned initiating a chargeback claim due to breach of contract, as the tests were crucial to specific government guidelines, which the company failed to adhere to. I am disappointed in the lack of communication and service from Expert Medicals and hope my chargeback claim can be processed promptly. Thank you, Raja S.

Hello, I have sent three emails regarding my two return parcels, and have also tried calling multiple numbers without success. The parcels did not contain return slips, making it impossible to return them to Hermes drop off as they require a QR code. I kindly requested to receive the QR code on my phone as I lack a printer to print the return slips. It would greatly assist me if you could provide the QR code, send me return slips, or arrange for a pick-up of the parcels. I have been a loyal customer of Debanhams for many years and never encountered such an issue before. Kindly reach out to me at your earliest convenience. Warm regards, Jamie Scott.

Order number [redacted]90. On 27/11/[redacted], my wife purchased two orange lambswool jumpers as a Christmas present. I have worn them only a few times. After washing them carefully as per the instructions, I found that the garments have shrunk. This happened after washing them twice, and initially, the jumpers were slightly oversized but fit okay after the first wash due to slight shrinkage. Unfortunately, the jumpers are now too tight to wear. Can I get compensation for this, or should I discard them and buy new ones? Do you offer an exchange or refund for a four-month-old item?

I have held a Debenhams gold card for over thirty years. Yesterday, I waited in line for over an hour to use my £20 reward vouchers, only to be told they were not accepted. Why am I losing £20? Yours faithfully, Karin Keeble 27 Connaught Road Attleborough, Norfolk NR172BW

Dear customer service, I am currently facing an issue that I need to address. Order number: [redacted]89 (Dorothy Perkins) Dear Christine, Thank you for your recent order with us. Due to certain circumstances surrounding the current situation, there might be a delay in the delivery process. We appreciate your patience and understanding during this time. Regarding your order, I ended up keeping only one item, the Pink Rose Cut Slinky Robe (£6.00), and decided to return the other two items: Blue Lace Trim Ribbed Top (£7.00) and Black PU Midi Skirt (£4.80) through Hermes (Hermes Receipt No. P[redacted]) on April 8th. Regrettably, I mistakenly sent these items to Debenhams instead of your company. I have reached out to Dorothy Perkins Customer Services via email to rectify this situation and would appreciate any assistance in locating the returned items for a refund. I apologize for any confusion caused and appreciate your help in resolving this matter promptly. Thank you, Christine O.

Today, I visited the Debenhams store in Hounslow, London, while on break from Warren James, also located in the same center. While browsing on the third floor, my colleague and I heard glass items being dropped, but we didn't witness the incident. Upon heading downstairs, we were rudely accused by store manager Keith. His approach was unprofessional and arrogant, falsely blaming us for the accident. Despite my request to check the CCTV footage, he refused and continued with baseless accusations, insisting we leave. His behavior was shocking and belittling, and I am disappointed by his unprofessionalism. I hope this issue is addressed, as it seems to be an ongoing problem with Keith's attitude. I would appreciate an apology, although I doubt it will happen given his demeanor. I am open to providing more details if needed.

Dear Debenhams, I am writing to address some issues I have been facing with my recent orders. Despite reaching out through emails and attempting to contact customer service by phone, I have not received a response. I have noticed a pattern of incorrect sizes and delays in receiving refunds from Debenhams, unlike my experiences with other stores. Specifically, I have yet to receive the Levere Stick Matte 43. Therefore, I would like a refund for this item as soon as possible. My order number is [redacted]39, and the yellow jumper and grey top I received are too big and wide. Additionally, I am not satisfied with the Elizabeth Arden Matte 43 and would like a refund for these three items. The parcels were picked up by Hermes, but the Levere Stick was missing. I no longer want the item, I simply request my refund promptly. Thank you for your attention to this matter. Kind regards, Rachida Elguenuni

Hello, I purchased several items from Debenhams recently including a Superking flat sheet, duvet covers, and a purse. Unfortunately, the flat sheet and duvet cover didn't fit my bed. When I tried to exchange or return the items, the store informed me that exchanges and refunds are not possible due to the store closing down. The purse I bought also had damaged leather. There were no signs posted in the store regarding their return policy. I believe it's important for stores to communicate such information clearly. I am reaching out for assistance as the financial aspect is crucial during this pandemic. I can provide proof of purchase if needed. Thank you.

Hello, I placed an online order with Debenhams on March 2, [redacted], at 6:07 PM. My order number is [redacted]71. Unfortunately, three Regatta items I ordered were the wrong size, so I decided to return them via Hermes. The parcel could be returned for free via Hermes, so I took it to a drop-off point and received a little blue ticket with barcode P[redacted]. Despite returning the items, I have not yet received a refund as of April 23, [redacted]. I have contacted Hermes without success, and my email inquiry has not been addressed. The total cost of the three items I returned was £91. I urgently request a resolution regarding this issue. It is concerning when online orders and returns are not processed correctly. Please investigate and refund my money promptly. I look forward to your response. Regards, Nikki

For my birthday, I received a £[redacted] gift card from Dior. Due to the pandemic, Debenhams was closed for a long time, so I didn't shop online because I prefer to see makeup in person. I visited the Dior store in Debenhams last year and bought most of what I wanted, but one item was missing. The store staff said it would arrive the following week. Unfortunately, I learned that the Dior store only operated on certain days and later closed for a second quarantine. When stores reopened two weeks ago, I revisited the Dior store, only to discover it had been closed since December. I am concerned about the remaining balance on my gift card.

Subject: Assistance with Returning Clothes Hello, I am reaching out regarding returning clothes purchased with a gift voucher for my mother-in-law but paid for with my card. Unfortunately, the items arrived too late for me to bring them back to South Africa, and they were not suitable. Due to delays in returning and isolating, I am late in processing this return. I have sent the items back via post and would appreciate your assistance in resolving this matter. Key details for your reference: - Order Number: [redacted]74 - Full Name and Billing Postcode: Alex Bartholomew, 20 Atheldene Rd, London, SW18 3BW - Returns Date: Within 28 days of receipt. I received the items in early December and January, missing any deliveries after 9th December. Notably, the two tops that were supposed to be delivered by the 4th were not received. - Returns Reference Number: Unfortunately, I do not have this information. Thank you in advance for your help. Best regards, Alex

Hello, I recently shopped at Debenhams on Wednesday and noticed that I was incorrectly charged for an item I did not purchase. I had asked the cashier to price check the spring cushions for me, yet when I checked my receipt at home, I saw that the cushions were included in the charges. Being heavily pregnant and currently shielding, I shouldn't have to go back to the store to sort out this mistake. The staff member should have removed the item from my receipt and double-checked before I left. Could you please assist me in getting a refund? I have my receipt as proof of purchase. Although I don't know the cashier's name, I do remember her. The security guard was helpful and may remember me as well, as he assisted me with my bags while I waited for my husband to pick me up with the pushchair. I hope this matter can be addressed promptly. Thank you. Sincerely, Mobeen

Regarding order number: DUX[redacted]34, I received the Smoked Jasmine Ellipse Candle in White, One Size today. Unfortunately, upon opening the parcel, I discovered the candle was shattered, resulting in broken glass inside the box. There was no indication on the box to handle it delicately. Could you please send me a replacement without charging me again? I have photographic evidence of the damaged item if needed. I look forward to your response. Thank you. Sincerely, R.B.

I ordered a size 16 dress, but it was too small. I then ordered a replacement in size 18, which fits well. Unfortunately, returning the size 16 dress has proven to be quite challenging without access to a computer or printer. When trying to resolve the issue with a robot, the conversation repeatedly circled back to problems with my computer or printer, causing increasing frustration and confusion. I miss the days when speaking with a person who would empathize and assist was the norm. This automated process doesn't feel like progress to me.

Since December [redacted], I have been attempting to address an issue with returns. Unfortunately, all the provided telephone numbers are out of service, and I struggle with using computers. I returned a ladies watch and a pack of two men's belts following the instructions given in the attachment, costing £[redacted].00 and £12.50, respectively. Despite my efforts, I have not received any communication from Debenhams. My attempts to contact them via email have not yielded any results. I feel distressed and worried about losing a significant amount of money. Please provide me with a contact telephone number to resolve this matter. The items, a Ladies Guest Watch and the belts, were returned via Post Office Royal Mail. My email address is [redacted]

I placed a next-day delivery order, but unfortunately, it arrived with one missing item (a gold shirt) and one incorrect item (a long-sleeved top instead of the short-sleeved polo I ordered). I contacted customer service via WhatsApp to request a correction. They informed me that they would only send the correct item once the incorrect one was returned. I inquired if they could send the missing item immediately, as I had already paid for it, but they declined, citing stock availability as the issue. I am concerned that I may not receive the items I ordered due to this policy. It would be helpful to have a conversation with a representative to address this matter.

Subject: Concerns About Recent Order - ORDER NUMBER DUK[redacted] Hello, I recently placed the order mentioned above and encountered two issues that have left me feeling uneasy: 1. As a returning customer, I repeatedly received an error message stating that my email address or password was not recognized. Despite attempting to reset my password twice, I did not receive any email notifications. 2. Eventually, I managed to place the order as a guest using my Debenhams credit card, benefiting from free delivery offered through the current promotion. All my information is saved on my computer, and I have consistently used the same password without any prior issues. I would greatly appreciate it if someone could investigate this matter, as I may not be as fortunate in resolving similar problems in the future. Thank you for your assistance, Eileen J. P.S. I have been a customer for many years, and my Debenhams card remains valid until February [redacted].