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Good products without a customer service to match
Member Name: spirit19
Advantages: great products, relatively cheap
Disadvantages: delivery, website glitches
I have bought several items from debenhams.com over the years.
The majority of items I have bought are clothes. There is a massive selection for men, women and kids with very reasonable prices, especially when there is a sale... and there are a lot of sales! They also offer free delivery with a delivery estimate provided to you at checkout.
The process of ordering online is very simple, however if you open multiple tabs to view and compare products, the site cannot co-ordinate all of these tabs. For example if you open two products on separate tabs of your browser and decide to buy them both, they will be added to separate baskets as the site gets confused. This is an annoying glitch and makes it very difficult to view multiple products, but this can be overcome by opening separate tabs just to view them and then adding them to your basket on one common tab.
Once the items are in your basket, you simply click checkout and follow the steps through the debenhams.com secure server (you can verify this by looking at the address bar, if it says https rather than http it is a secure server).
The delivery estimate is given to you during the payment process. However, because they do not personally deal with deliveries, many are outsourced to a company (or similar to) Hermes. This makes it very difficult to follow up deliveries that are late and, in fairness, they usually aren't late, but when they are you are left at a blank not knowing when your items will be delivered. On top of this, if you have ordered online, you have to return via courier. What this means is that you have to request a collection on the items you want to return and again, an individual from the company Hermes will come and collect it from the same address. This is a good system, but I tried to return an item in store because I was making a trip in that direction anyway and they said I couldn't because it was an online order and therefore has to be dealt with online.
Overall, the great product selection keeps me coming back, but I do hope that they sort out these problems to make this the most complete shopping experience possible.
Summary: Good purchases, the problems arise in the customer service.
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