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
Sent return over three weeks ago and refund still not received.
“still haven’t received my refund.”
Buying and returning shoes was a smooth and pleasant experience.
“was a perfect pleasure.”
Waiting over 15 days for a refund of over £100 and no contact.
“still no refund over £100.00”
Refund query handled by AI with delayed replies; communication poor.
“The company lack communication skills”
Returns mishandled with partial refunds, poor chatbot service, and delays.
“Absolute shambles if you want to return items.”
Customer pleased and impressed with the service received.
“You did great, very impressed.”
Still waiting for refund with repeated delays and no human contact.
“still waiting on a refund from the 4th of September”
Some items arrived, others still missing and untrackable.
“still waiting for cooler hood and splash back nearly two weeks later.”
Refund eventually received after escalation through bank and head office.
“The refund materialised this morning”
Incorrect item delivered and long refund delays with unhelpful automation.
“You can't even speak to a human being to sort it out.”
Received wrong-sized jacket without a return label or return details.
“no return label in box”
Jacket is slim fit and feels tighter than previous purchase.
“This jacket is what I would call fitted.”
Order cancelled without explanation and regarded as poor service.
“My order was cancelled without explanation..”
Returned item received on 12 September but refund still not received.
“I still haven’t received my refund!!!!”
Returns defaulted to gift card credit and one refund was missing.
“the returns portal defaulted to gift card/credit”
Multiple incorrect orders and delayed refunds with poor customer service.
“Debenhams' customer service is the worst customer service team”
Item undelivered for weeks and refund claimed but not received.
“they emailed me refund issued but no refund.”
Wrong lipstick sent but quickly replaced without needing a return.
“replaced quickly and didn’t need to return the wrong shade”
Faulty product and slow, unresolved communication left no refund.
“Product was faulty”
Refund processing confirmed seven days ago but funds not received.
“refund was being processed 7 days ago and still waiting for funds”
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.