Worst online retailer I have ever come across (debenhams.com)

Member Name: Dissatisfied online customer

Product:	debenhams.com
Date:	21/04/09 (92 review reads)
Rating:

Advantages: Had my item online

Disadvantages: Still waiting for my delivery; atrocious customer service

If you are considering using Debenhams online I would suggest you read my review and others on this site that say the same thing.

I ordered a £150 jacket on the 10th. The website says delivery within 5 working days. It is the 21st today and it has not arrived. The worst thing is not knowing when (if ever) it will come because emails to their customer services come back with automated replies.

Debenhams now offer free delivery on orders over £100. Had I known that this meant you would not know whether Royal Mail or a courier will deliver your order, you would have no way of tracking the parcel (or even that a tracking service is being used) and therefore no idea when it might arrive, given the option, I would simply have paid for the delivery. Express. However, after reading the other reviews, I doubt it would have made a difference. Erratic, delayed, incorrectly directed or no delivery at all appears not to be unusual.

My partner emailed customers service three times. Their first response was a standard "we aim to deliver within..." etc etc, ending with a generic statement that we should expect to receive the order by the end of the month - two and a half weeks after it was placed which is obviously not "within 5 days." He emailed again, only to get a obviously automatic reply apologising for his experience in store! I doubt the third response will be any more informative. My item has still not arrived and I have no way of knowing if it is sitting in the depot, lost, stolen or delivered to the wrong address.

If you need your item(s) delivered on time or you want a service that is efficient, reliable and problem-free, do not use Debenhams online. I have been waiting. More than 5 days. I am still waiting.

I shop online quite frequently and have never had this trauma. Other clothing retailers state their delivery times which are accurate and more often than not, you will be able to track your parcel. I rarely need to contact customer services. Debenhams is a whole different matter. I would not normally order from them but the jacket I wanted was not available in store in my size. This is the first time I've used this so-called service and it is definitely the last. Please save yourself the headache.

Summary: Have no idea when my order will come