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.
Examples from available reviews (Sep 2025 – Feb 2026).
Returns mishandled with partial refunds, poor chatbot service, and delays.
“Absolute shambles if you want to return items.”
Returns defaulted to gift card credit and one refund was missing.
“the returns portal defaulted to gift card/credit”
Buying and returning shoes was a smooth and pleasant experience.
“was a perfect pleasure.”
Faulty product and slow, unresolved communication left no refund.
“Product was faulty”
Most reviewers report slow or missing refunds and inconsistent handling of returns, often requiring repeated chasing and escalation to resolve.
Several customers describe receiving incorrect or lower-value replacements and being defaulted to gift-card credit, affecting perceived value.
Users report problems with the returns portal, chat/WhatsApp interfaces and photo uploads, causing repeated steps and frustration.
Reports include faulty, incorrect or poorly fitting items; a minority note quick replacements, but unresolved faults are common.
Frequent complaints describe automated replies, long email delays and difficulty reaching a human agent to resolve issues.
Overall impressions are predominantly negative, driven by refunds, returns and contact problems, though some customers report smooth cases.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (20) · Quotes shortened · As of: February 2026
Bought favourite aftershave at a good price with quick delivery.
“bought my favourite aftershave Cacharei at a great price”
Easy ordering process and prompt, well packed three-day delivery.
“to order was easy, 3 day wait and it arrived.”
One ordered item missing despite messages and promised delivery dates.
“I am still waiting on the jeans”
Next-day delivery failed; perfume still undelivered two weeks later.
“still waiting for my ‘next day delivery’ 2 weeks later”
Repeated emails trigger the same questions from different agents; refund awaited.
“They keep asking same questions order number etc ,as it’s always a different person answering the email”
Delivery repeatedly delayed without refund offer; customer dissatisfied.
“Debenhams keep extending delivery without offering refund”
Inflatable bed delivered quickly and appreciated by the grandson.
“Very quick delivery from ordering and my Grandson loves his inflatable bed.”
First online purchase met expectations with early delivery and quality.
“The goods were exactly as advertised, and delivery was earlier than estimated.”
Easy ordering, prompt delivery, simple assembly and expected product quality.
“the quality was what I expect from Debenhams very good.”
Reviewer reports an excellent experience with Debenhams.
“Excellent!!”
One split-delivery item remains missing with poor customer support.
“i am still waiting for it.”
Reviewer describes service as shocking and warns other buyers.
“Shocking service - buyer beware”
Wrong item delivered and customer service failed to arrange return.
“Bought an item, different item arrived.”
Return refused after 28 days despite explanation and offer of credit.
“I was told I could not return it as more than 28 days had expired.”
Employee Kai provided clear, professional communication and helped resolve issue.
“Your communication style was extremely pleasant and confident”
Item missing after confirmed delivery date and customer services unhelpful.
“Item still not arrived, 5 days after confirmed delivery date.”
Good prices, clear delivery tracking, and a quality bedframe.
“Great prices (which surprised me!!!)”
Ordered jacket never arrived and refund request was ignored.
“No parcel, asked for refund, ghosted”
Helpful and prompt text support from agent Kai resolved questions quickly.
“Kai on the text was extremely helpful”
Text-only customer service for returns created a major headache.
“Unless you want a massive head ache”
Next-day delivery failed and automated returns left issues unresolved.
“The service I have received from Debenhams this past week has been the worst”
Express delivery not honoured and order downgraded to standard delivery.
“my order has been placed onto a standard delivery.”
Faulty chairs and repeated questions from agents left issue unresolved.
“I was contacted by multiple different agents, all asking the same questions repeatedly.”
Faulty vacuum referred to manufacturer; refund or repair not provided.
“Absolutely appalling customer service.”
Returned order over a month ago but refund still refused.
“Has been sent back over a month still the brand refuse to give me back my refund”
Returns process charged unexpected admin fees and relied on bots.
“So I paid £14.49 to return a £12 dress!”
Wrong earrings sent and customer paid for return postage.
“it cost me a futher £7.50 to return the item.”
AI assistant could not change delivery address and offered limited options.
“we are unable to amend any order details, including the delivery method or delivery address.”
Premium trousers arrived creased and customer service dismissed complaint.
“That wrinkly pants doesn’t follow under faulty item.”
Mattress arrived a month late and customer service was unresponsive.
“This company are a complete disgrace and their customer service is non existent.”
They sent wrong items and customer service is unresponsive.
“Sent wrong items”
A faulty QR code caused prolonged messenger problems and frustration.
“The QR code I was given didn't work.”
They refunded only one of two returned pairs despite multiple emails.
“Debenhams only refunded for one pair.”
They cannot access the returns system despite having order details.
“unable to access return despite having order number and address”
Returned item was received but no refund or replies were provided.
“No refund, no contact, no reply to emails”
Items were lost in transit and customer service failed to resolve the issue.
“Appalling customer service and experience.”
One box of a two-box delivery never arrived and support gave conflicting information.
“the second box has still not been delivered”
One of two mirrors arrived smashed and there was no response to complaints.
“one arrived smashed”
Returns portal and chatbot failed to recognise a valid order number.
“the returns portal and the web chat BOT fail to recognise a perfectly valid order number”
Courier lost the order and customer service did not respond.
“Evri lost my order on the day it was supposed to be delivered (2 January).”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of 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.