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84 Reviews
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    84 Reviews
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      28.11.2013 22:23

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      Disappointing ....standard of customer service has dramatically fallen.

      Very disappointed...completely unhelpful Customer Service which falls far below the standards that I had come to expect from Debenhams. It all started when I placed an online order for some Xmas presents paid for with my bank card registered to my home address but with delivery to my parents address where I would be spending Xmas (so I wouldn't have to struggle lugging it across and then out of London) something I have done for the past 10 years. 24 hours later my order was cancelled...without any explanation. Thinking that maybe there was a problem with my card I tried again but used a different bank debit card...again registered to my home address. Again my order was cancelled. So I contacted Customer Service who informed me that all three of my items were out of stock and that's why my orders had been cancelled. I challenged this as they were showing as plenty in stock online. I asked her if she would go and check...it turned out that that only one of the items was out of stock (which I subsequently found was a lie) which is why my orders had been cancelled. She re-did my order for me for the two items that were in stock. £6.50 worth of telephone call later and I thought that was it all sorted...but Oh No...I received another email today, (24 hours after placing my order over the phone) to say my order had been cancelled...again with no explanation. So yet again another lengthy and costly call to Debenhams Customer Services!!!! I was told it was because there was a problem with my bank card... until I informed her that I had tried two different cards for two different banks with the same end result. She then told me that I cannot have my order delivered to an address that is different from my billing address which I knew to be incorrect. I was then told the only thing I could do was reorder and collect from a local store...which defeats the whole point of me arranging delivery. So I asked, perhaps I could order for collection at a Debenhams closer to my parents but I was told that they would only hold my items for 14 days and I would have to pay in store...not much use when I am not travelling to my parents until 23rd December!!!! When I gave them my parent's postcode for them to tell me where the closest store to my parent is then told me Gateshead...which is over 400 miles away from where my parents lived. Clearly Debenhams are doing so well they don't my business. So out of pocket by almost £15.00 worth of telephone calls and a stress headache, frustrated and inconvenienced by incompetence I am still left three Christmas presents short....and still no explanation as to why they cancelled my orders. All of my other Christmas presents have been purchased the same way without any problem. So why is it that Debenhams fail to achieve the what their competitors do well!!! I have been shopping with Debenhams for over 15 years but in future I will be taking my business elsewhere until such time that their Customer Service returns to the standard I have come to expect.

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      09.09.2013 21:45
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      Great during the sales !!

      I regularly shop at Debenhams mainly for clothes and aftershave.

      About Debenhams:

      Debenhams is a multi international department store. The company owns 172 stores in the United Kingdom, Ireland and Denmark. The store trades out to a total of 240 stores across 28 different countries.

      Debenhams gives its customers around the world a unique, differentiated and exclusive mix of own brands, international brands and concessions.

      What Debenhams sells:

      Clothes- Women swear, Men's Wear and clothing for children
      Accessories e.g. Bags, Wallets etc...
      Home and Furniture
      Cosmetics
      Shoes
      Gifts and toys
      Electrical's



      Designers at Debenhams include:

      Ted Baker, Jeff Banks, Jasper Conran, Erickson Beamon, Henry Holland, Betty Jackson, Red Herring, Jane Packer, Ashley Thomas, Ben Sherman, Karl Jackson and many others.

      Stores:

      Debenhams stores are very well laid out and are generally very big in size consisting of many floors. The stores are generally very tidy and escalators and lifts are provided. I shop mainly for clothes and the clothing sections are divided up into areas designated by that designer.

      Staff

      The staff in the shop are extremely polite and friendly. In the many different stores i have been to there hasn't been a shortage of staff. They are very knowledgeable and always willing to help and advise.

      Debenhams Online

      The Debenhams website is very user friendly and finding what you want is easy and straightforward. The website also offers users the chance to rate and read reviews for products which is useful. Purchasing an item online is a quick process especially signing up which only takes a couple of minutes.

      Delivery Charges

      Standard Delivery: £3.99 (around 3-4 working days)
      Free delivery on orders over £50
      International delivery avaliable

      Click and collect:

      Debenhams offer a free click and collect service, where simply you pay for an item online and, the product is delivered to your local store to pick up for free. The store delivery usually takes around 4 days.

      Sales, Offers and Promotions

      Debenhams holds a lot of sales e.g. Summer clearance and Blue Cross sale. Their sales are very generous and it is advised to go to the store quickly as soon as the sale starts to grab a real bargain as sale items go quickly. I have purchased many items with 50 per cent off.

      Debenhams also offer online exclusive discounts which are worth checking out.

      I have purchased many items from Debenhams including: clothes, bedding, towels, aftershave, perfume and gifts. I have been very happy with all the items i have purchased and they have been of a very high standard.

      Drawbacks

      The retail prices are quite expensive but when there's sales on it's great.

      Conclusion:

      I love shopping at Debenhams especially during the sales. I spend ages just looking around and love it. Most stores also include a cafe which offers meals and coffee and cakes which is great to rest your legs and recover. Debenhams is my favorite department store!!

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        25.05.2013 23:04

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        Bought a duvet recently, got home and was very disappointed when I looked at it. Had a couple of dried red spots on it, a lot of loose ends on the lining. There was even one strand that was connected at both ends so it wasn't a loose end at all.Took it back to get a refund, flat out refused, they went on about how the lining is supposed to be like that, they are finished that way. Just unbelievably bad quality, who finishes a duvet with loose ends hanging out all over the place! The red spots they explained were probably from the manufacturing process, a terrible excuse, I don't know what manufacturing process they use but leaving little red dried up spots is unacceptable.

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        24.04.2013 22:24

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        Utter rubbish

        Ordered a rug on 8th Mar. Status kept showing as "order created". Phoned customer services beginning of April and told supplier had cancelled the order.
        Offered a refund which I still haven't received.
        Called again to find out why supplier cancelled and Debenhams told me they had made an error and they did not deliver to my postcode. I asked why my postcode was included on the list and they said it was an oversight.
        Called again a few days later as it still stated they could deliver to my postcode on their website - was informed that the supplier can deliver after all, but if I want my rug, I would need to reorder because my refund had been processed! I obviously declined.

        Same order included a sofa bed. Told would be delivered 23rd - no sofa. Rang at 5pm and told that the supplier couldn't deliver and the sofa had been passed to a new supplier who I had to ring for a date for delivery.
        New supplier said it will definitely be delivered on 24th April - 4pm still no sofa. Rang new supplier and they said they had no room on the van and I would get it the next day. I then got another call to say actually, they will deliver today, definitely by 6pm.
        It did not arrive.
        STILL NO SOFA!!!!!!

        Absolutely appalling customer services and no negative reviews can be posted on their site. They deem anything negative " a customer service issue" which somewhat negates the point of having product reviews.

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        30.01.2013 13:31

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        Bought an all in one for my son, for bed, really good quality and very quick delivery, My son loves it so much, i have wash dry and put it back on his bed the same day, while he is at school. May have to buy another! love Debenhams great store.

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        28.12.2012 20:59
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        A great place to head during the sales

        I've loved Debenhams for years, ever since a store opened in my town.
        Debenhams is one of the largest department stores (selling everything from clothing to fragrance to home essentials), and one of the more affordable in comparison to places like John Lewis.
        There are clothing brands such as Oasis, Warehouse, John Rocha, and Red Herring (my personal favourite).

        I think that what makes them so great is that their quality is amazing and is normally worth the money that you have to part with. And prices do vary a bit according to which brand you are purchasing from. Red Herring definitely do the best clothes!

        The one thing that I've found annoying about Debenhams is the way the fragrance department seems to have itself separated from the rest of the store. I once walked in to ask someone about whether a certain perfume was in stock. I was told by the first member of staff that she didn't work in the fragrance department (which was fair enough) so then I spoke to a woman in the fragrance department who then told me that she doesn't work for that particular brand. I find it quite bizarre really.

        Overall, the staff are very helpful and friendly and most will be happy to answer any of your questions.

        The presentation of the store is very good.

        Your best bet is to try and grab a bargain during the first day of the sales. Their stock sells out really quick during the sales but, unlike other stores, their sale items are always amazing and is worth getting up early in the morning for!

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          24.09.2012 22:27

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          Feeling deceived.

          Now don't Debenhams have this one sewn up nicely...
          I have a gift card for £25 which I have just tried to use towards a £34 purchase and I (rather stupidly I suppose) assumed I could pay the difference on my credit card the same way I've done many times before on other websites After many attempts I hit the confirm order button as there was no other options available and expected to be told that my credit card would be charged with £9 but oh no, the whole amount has been charged to my credit card and I'm left holding a card which forces me to spend another £25 with them..
          I've since found out that they will not accept more than one payment method - funny how this information isn't available until you trawl through the small print screens - they say they're looking into introducing it in the future.....bet they're not going to hurry!!!
          Disgusting behaviour from such a large store.

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          20.07.2012 16:40

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          Definitely has it's place on the high st!

          Debenhams has 148 stores throughout the UK and the Republic of Ireland so chances are there's one somewhere near you. You can also shop online. The stores vary in size and therefore the smaller ones don't sell such a wide range of things. In general , the stores sell; womens clothes (including occasional wear and wedding dresses), underwear (a wide range of), the full range of mens clothing, shoes, accessories, gifts, baby clothes, toys and a wide range of homeware.

          Debenhams is good for both everyday clothing and clothes for special occasions- it is usually my first port of call if I want a new dress for a wedding and you can usually get the shoes, handbag and fascinator at the same time.

          Debenhams is one of the only places in my local town where I can find underwear in my size. They have a wide range of choice including bras with large cup sizes. The only downside is that they don't always have stock in all of the sizes although they will order it in for you if you want.

          Debenhams have some very good sales (its famous blue cross sale) where stock is reduced by up to 70%. Throughout the rest of the year you will often find a few sale rails in each of the departments and I usually buy the sale items as I think the full prices are a little too high (although similar when compared to Next, M & S etc). The only negative is that if you buy an item that is reduced by more than 50% you cannot have a refund, only an exchange. This rule seems a little unnecessary to me and I wasn't aware of it until trying to return something - it is written in small print near the counter but should be made more visible.

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          15.03.2012 12:23

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          Dont buy from Debenhams!

          Received multiple gift cards for wedding pressies, went to use online and found that they only accept one payment (ie if giftcard value is £20 but i want to buy something that is £40 I cannot do this) So I called their so called Customer Services no, which is an 0844 no (think huge phone bill!!) and was duly informed by a manager that there was nothing that they could do for me as their system does not take multiple payments-FULL STOP. So I thought, well surely you can order in the goods to my local store so I can use my giftcards that was (as my local store didnt stock the items I wanted) BUT this also was beyond their computer system????!!!! So the only way I could use my multiple gift cards was: Go to local store (25 miles there and back + parking charges), get multiple giftcards put onto one giftcard (making sure that the value matches exactly back to the price of the goods I want to purchase online) and then go home and place my order online OR use my own debit card to pay for the goods and use the giftcards at some point?????!!!!! Seriously if you are thinking of ever buying a wee giftcard for someone, please dont buy the Debenhams one as they are more trouble than they are worth!!!!

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          07.02.2012 17:43

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          I was sent an e-mail 10 months ago advising me that a refund for an on-line purchase would be made. After chasing this for nearly a year, Last week I was telephoned and told the refund would be made and would take a few days. A week later, chased it up again and received an e-mail saying ' it would take a bit longer because it has to be processed manually through the tills"!!They are taking the mickey! I used to love the store but not after all the trouble through this experience!I have advised them that I would be posting reviews about my experience with them every day until the refund is received. So they have every opportunity to correct their error, with prior warning of my actions! I don't think you can be fairer than that! Atrocious company.

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          22.08.2011 18:10
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          A fab store which should suit the needs of a wide range of shoppers!

          I have shopped religiously at Debenhams for approximately seven years now, ever since a Desire by Debenhams opened on a local retail park. Where do I begin? Lets start with me, I'm a comfortable size 16, so some shops and girls of a similar build will know the ones I mean, offer clothes up to a size 16 which are more like a 14 elsewhere. I'm always reluctant to come away with a size 18 where offered so will leave disappointed. When I discovered Debenhams I discovered a store where a 16 is a 16. There has been the odd occasion where I have come away with a size 14, (great for a confidence booster). Then there is the style, I can honestly say there is something for everyone, myself, my mother and teenage daughter all shop at the same store. A number of designers provide a range for the store which does make the clothes feel a little more upmarket.
          The clothes are also of fabulous quality. I regularly buy for my two year old son at the store and the clothes can be rough and tumbled, washed over and over and still look fab. While the kids clothes may cost more than similar items from the local supermarket they do keep their shape for longer in my opinion. Also, clothes for little ones are guaranteed to be funky, so if you are after something a little bit different, Debenhams is your type of store. Some ranges are a little too expensive for me, but the Blue Zoo label offer fantastic value for money. The only thing I would say is to be careful of the sizes because I have had to buy a size above at times, but hey, thats the only negative comment you'll find in my review, and is it that negative?
          Back to adults as I mentioned there are a number of ranges available offering everything from teenagers to ladies of a certain age! Also the style of clothing on offer enables you to find something for almost every occasion. I buy everything from weekend casual clothes, something for the gym, a night out on the town and recently the whole outfit, from underwear to headwear at Debenhams. There is a wide range of footwear available, especially my favourite all time brand Faith - shoes that last almost forever, handbags galore all fab, I think you could be guranteed to find a bag to go with any outfit.
          Debenhams also offer a good range of higher end makeup brands with girls on counters who are always eager to advise and suggest the best value and type of makeup for your skintone. I would be lost without its Elizabeth Arden and Clarins counters 20 mins from home and work!
          The best, best, best thing though about Debenhams has to be their regular Blue Cross sale. It can be a bit frustrating if you've just made a purchase, however, if you catch them at the right time you will not be disappointed. A recent must have were a pair of knee high black boots for work which were £65 reduced to£19.50!
          Debenhams never fails to put a smile on my face I always manage to find something to wear whatever the occasion. Another positive is their online service. This is great for Christmas shopping as there is a good range of merchandise on offer, they even have a dedicated gift section which you can filter for that specific person. Ordering is easy, you can register as a user or make a one off purchase if you are in a rush. Delivery is usually free, (they have regular offers on free delivery) and quick. I usually receive goods within 1-2 working days. I have also found returns hassle free. I love Debenhams a fab store and online experience which caters for the needs of all my family.

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            16.12.2010 13:14

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            Avoid at all costs

            Ordered goods 13th December, I still have received no confirmation the goods were despatched 2 days after purchase. I called the customer service section to find out when they would be sent. They informed me should be the next day latest. So I recalled the next day (16th Dec, now four business days since ordered), and was now informed they had run out of stock and would be dispatched once new supplies were secured. I found this totally unacceptable and requested the order be cancelled. I was then transferred to their head office, as cancellations could not be made from Customer service.

            Once I got through to the head office and re-explained and requested to cancel the order and get my refund. I was told the goods had been despatched and the customer service section were wrong!. Due to the fact that Debenhams only take money for purchases from accounts once despatch has taken place. Obviously contradicting the two previous conversations I had with the customer service section who advised the goods defiantly were out of stock. I even spoke to the manager Graham at the Taunton head office who was equally unhelpful, and refused to issue a refund.

            Basically they have refused to cancel an order that hasn`t been dispatched yet, which is in breach of their own rules. Debenhams were unhelpful and
            didn`t give a damn as they now had my money.

            Who knows when my goods will be despatched, because Debenhams haven`t got a clue, that's all I`m sure of.

            NEVER BUY FROM Debenhams, if you wish to have customer satisfaction and get your goods despatched sometime this century!

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            14.08.2010 14:11
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            great stores with wide variety can pretty much always find what you want

            My local Debenhams store in Nuneaton is one of the smaller stores, I tend to go to Coventry as the store is a lot bigger with more variety.

            Debenhams sells a wide varity of products from clothes, homewear, makeup, shoes & perfumes.

            They have branded sections such as Dorothy Perkins, Warehouse, Jane Norman, Red Herring & Pineapple.

            The stores are very well set out so you can go to the section you are looking for, there is normally dressing rooms scattered all over the store so you don't have to take a walk to try something on.

            The make up section is brilliant, they don't just sell make up they will give you advise and demonstrations of products, the Elizabeth Arden brand they sell is quite expensive but worth it!

            I think the perfume and aftershave are very over priced I have quite often gone to another shop down the road and found the same one a lot cheaper!

            The bed sheets are very good quality and last longer than others i have bought elsewhere, they normally have bed displays to give you some inspiration of colours etc you can use.

            My local store normally has extended opening hours for sales and around christmas which is very useful to go to after work, but certain sales are only open to Debenhams card holders first then to the general public, so don't be dissapointed if you are not let in!

            The quality of everything in the store is of a high standard and is a credit to the Debenhams name.

            The staff are always friendly but there is one thing that drives me mad! They always try and get you to have a Debenhams card which fair enough its their job! But what annoys me is when you are waiting in the queue to pay for an item and all the people in front of you are filling out the time consuming application forms for the Debenhams card! All I have wanted to do was pay for the item i had and i have had to wait for about 15 minutes before because all the till staff were tied up doing these applications! I think it would be better if they had at least one member of till staff who was dedicated to serving customers who did not want the card!

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            23.07.2010 15:36

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            Debenhams sold me their in store card with goods purchased (97 pounds). I was not allowed to pay in cash and they insisted I should pay using their card. Weeks went by I saw no signs of the card nor the statement. They started calling on my landline even though they had my email and mobile number. Unfortunately I failed to receive their calls because during the day I work. I cannot take calls.Then debt agency contacted my wife asking for payment. I had no idea what this was about then they told my wife it was to do with purchase made at Debenhams. She paid there and then.I have NEVER missed any payment in my life. This resulted in having bad credit rating record. Since this adventure I will never take out any card scheme with Debenhams.Please be VERY VERY CAREFUL.

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            26.05.2010 20:28
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            I just wish I had one more local... or maybe not as I'd never have any money!

            Debenhams is my favourite department store... ever!

            I was first introduced to Debenhams many years ago in Romford when my mum and I went shopping there... Mum got a store card and we used to get invites to the blue cross sales before the general public...

            For those of you who haven't heard of a blue cross sale, its essentially where Debenhams offer 20% off in a sale... these sales have been going since I was a teenager so we are probably talking 20 years ago and they still have these sales today...

            So the fact that we could get in early (which was usually the night before) we could pick up some great bargains and I still think fondly of the first pair of stilettos I purchased which were from Debenhams..

            Over the years it hasn't changed all that much... they still sell different ranges of clothes, shoes, accessories, cosmetics and homeware... although now they tend to have signature designers such as Jasper Conran and Betty Barclay..

            They also have their own evening dress range called Debut.... which is very good value for money... you can get some lovely long dresses for £80 which I think is really good compared to the competition...

            Nowadays they have quite a large cosmetic department which has Clarins, Dior, Chanel and such like...

            In London, their store has Radley bags, Nine West shoes and other designers. What I like about Debenhams is that they also have their own range which can be really reasonably priced. I bought some lovely flat sandals last year which cost me £12 and I lived in them last summer.

            They also have their own cafe and restaurant. I've only been in the cafe in Norwich and it was really nice and we had a coffee and muffin and the prices were similar to a Costa Coffee so competitive..

            As for the stores themselves, I've been in several and the set up is the same in whatever store you go into... cosmetics and accessories on the ground, womens clothing over the next two floors with some menswear and then the top floor has homeware.... I love the fact that you know exactly what to expect in whatever store you go into...

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