Reviews Analysed
20
We Collect & Analyse Reviews
Debenhams
Experiences & Reviews
Debenhams is a UK department-store brand that sells clothing, beauty, homeware and other general merchandise through online retail and partner brands. Historically a high-street name, the Debenhams brand now operates primarily via web-based sales and third-party fulfilment arrangements. Customers researching reviews often look for information on delivery, returns and customer-service reliability.
Overview & Key Metrics
Positive Sentiment
25%
Latest Review
19d
Overall Rating
1.8
Our Analysis
🎯
Service quality
Most reviewers report slow or missing refunds and inconsistent handling of returns, often requiring repeated chasing and escalation to resolve.
Share
Weak
28%
💰
Value for money
Several customers describe receiving incorrect or lower-value replacements and being defaulted to gift-card credit, affecting perceived value.
Share
Weak
4%
⚡
User experience
Users report problems with the returns portal, chat/WhatsApp interfaces and photo uploads, causing repeated steps and frustration.
Share
Weak
9%
🔧
Product quality
Reports include faulty, incorrect or poorly fitting items; a minority note quick replacements, but unresolved faults are common.
Share
Weak
9%
📞
Communication
Frequent complaints describe automated replies, long email delays and difficulty reaching a human agent to resolve issues.
Share
Weak
22%
⭐
Overall experience
Overall impressions are predominantly negative, driven by refunds, returns and contact problems, though some customers report smooth cases.
Share
Weak
29%
Our Independent Methodology
How we analyse customer reviews without bias
Data Collection
We analyse public reviews from verified platforms like Google, Trustpilot, and Facebook.
AI Analysis
Our AI detects patterns in genuine customer experiences without modifying content.
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Zero company influence. No payments, no bias — just real customer voices.
Always Current
Updated regularly with the latest reviews and customer feedback.
Featured Customer Experiences
Representative examples from 20 verified reviews (September 2025).
Absolute shambles if you want to return…
"Absolute shambles if you want to return items. Poor customer service via chatbot on WhatsApp, having to repeat stuff daily. no telephone number, I sen..."
JEAN MARRIN
Trustpilot
Sep 30, 2025
Featured for: Partial refunds; WhatsApp chatbot issues
Absolute shocking customer service
"Shocking customer service. Avoid!!! I ordered 4 dresses £210, terrible quality but that’s another story. The returns portal defaulted to gift card/cre..."
Olivia
Trustpilot
Sep 30, 2025
Featured for: Returns portal forced gift-card credit
A totally smooth transaction - thank you!
"Despite the fear induced by some reviews here, my actual experience of buying and returnin..."
Steve Campsall
Trustpilot
Sep 30, 2025
Featured for: Smooth purchase and return
Product was faulty and communication very delayed and unreosolved
"Product was faulty, took long time for Debenhams to respond and when they did it was to say they couldn't exchange item as from third par..."
Ms Swift
Trustpilot
Sep 30, 2025
Featured for: Faulty product, delayed response
All Customer Reviews
Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.
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Showing all 20 reviews
All Customer Reviews
Sources: Trustpilot (20) · Quotes shortened · As of: September 2025
K
Kacey Roberts
trustpilot.com
Sep 30, 2025
Don’t bother
I sent back items on the 5th of September , over 3 weeks l...
S
Steve Campsall
trustpilot.com
Sep 30, 2025
A totally smooth transaction - thank you!
Despite the fear induced by some reviews here, my actual experience of buying and returnin...
C
Charlotte Powell
trustpilot.com
Sep 30, 2025
I am still waiting a refund from 15…
I am still waiting a refund from 15 days ago told wait until 30/09/25 . But still no...
J
Jan Hewitson
trustpilot.com
Sep 30, 2025
Lack of communication skills
I had a refund query regarding an item I had returned and found it impossible to speak to an actual person. I got a series of AI replies acknowledging...
J
JEAN MARRIN
trustpilot.com
Sep 30, 2025
Absolute shambles if you want to return…
Absolute shambles if you want to return items. Poor customer service via chatbot on WhatsApp, having to repeat stuff daily. no telephone number, I sen...
A
Al B
trustpilot.com
Sep 30, 2025
You did great
You did great, very...
M
Melissa Carney
trustpilot.com
Sep 30, 2025
Worst experience ever still waiting on…
Worst experience ever still waiting on a refund from the 4th of September told numerous times its processing. They then told me it would be back in my...
K
Kris Burbury
trustpilot.com
Sep 30, 2025
First item arrived a set of eight…
First item arrived a set of eight dining chairs but still waiting for cooler hood and splash back nearly two weeks late...
W
Wendy Kellett
trustpilot.com
Sep 30, 2025
Refund finally received
It pays to make a fuss and to take advice from one's bank when dealing with Debenhams. Yesterday I received an email from Stacy in the Group Escalatio...
J
Julie
trustpilot.com
Sep 30, 2025
Ordered 3 pairs of shoes
Ordered 3 pairs of shoes. 2 came which didn't fit me properly. Took about 3 weeks to get a refund. One pair of shoes said by email that they had been...
L
Lorraine smart
trustpilot.com
Sep 30, 2025
Unhappy as made purchase for s leather…
Unhappy as made purchase for s leather jacket,ordered larger size but still not big enough.need to return...
K
Kenneth Mcmenemy
trustpilot.com
Sep 30, 2025
Slim fit
This jacket is what I would call fitted. I am not particularly heavy but I found it slightly tight across my chest stomach. I will still we...
C
Colleen
trustpilot.com
Sep 30, 2025
My order was cancelled without…
My order was cancelled without...
L
Linda Webster
trustpilot.com
Sep 30, 2025
Returns
I returned an item of clothing they received it on the 12th September and I still haven’t received my refund!!!! Contacte...
O
Olivia
trustpilot.com
Sep 30, 2025
Absolute shocking customer service
Shocking customer service. Avoid!!! I ordered 4 dresses £210, terrible quality but that’s another story. The returns portal defaulted to gift card/cre...
A
Airat
trustpilot.com
Sep 30, 2025
If I could rate this zero stars
If I could rate this zero stars, I would. Debenhams' customer service is the worst customer service team, extremely unhelpful and rarely responds to e...
Z
Zebiba
trustpilot.com
Sep 30, 2025
Don't buy
Don't buy, it is not the Debenhams we know anymore. They didn't deliver my item for 3 weeks, and told me that their partner didn't dispatch it. Now 4...
S
Shell
trustpilot.com
Sep 30, 2025
Sent wrong lipstick
Sent wrong lipstick , replaced quickly a...
M
Ms Swift
trustpilot.com
Sep 30, 2025
Product was faulty and communication very delayed and unreosolved
Product was faulty, took long time for Debenhams to respond and when they did it was to say they couldn't exchange item as from third par...
L
Louise
trustpilot.com
Sep 30, 2025
Still waiting for refund
Received an email to say that refund was being processed 7...
Conclusion
The reviews show recurring problems with returns and refund handling: many customers report long waits, partial refunds or the need to escalate. Communication is a common issue, with automated replies and difficulty reaching a human cited repeatedly. Product complaints include faults, incorrect items and fit problems, although a small number of shoppers report quick, successful resolutions. If you decide to shop, keep clear records (order numbers, parcel receipts, photos), monitor refunds closely and be prepared to escalate to named teams or your payment provider if delays persist.