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Original poster

Problems with Debenhams orders?

30 replies

teta · 01/12/2011 13:13

I ordered a Jasper Conran coat for my dd early monday.I still havn't had any confirmation of dispatch so,as the coat is meant to be delivered within 4-5 working days,decided to phone the helpline.After passing thru' various hurdles got an answer machine message 'due to an unprecedented no. of calls we are unable to answer at the moment please phone back later'.Is there no queueing system?.I think this is the worst customer service i have ever met in a large uk company and am decidedly pissed off.Especially as dd and i spent hours on saturday trawling the internet trying to find a coat that we both liked.

OP posts:

boogiewoogie · 01/12/2011 13:22

You're not alone! They are poor. I ordered something for DS last Tuesday for something that I needed today. They say to call them after 5 working days pass and no news so I call them on Monday to explain the situation and it was still in progress. By Wednesday, I take DS to buy an emergency back up from BHS and we've taken the tags off for today. I try to call them to cancel my order but everytime I phone, they say to call back later like in your post. Guess what? The wretched thing has arrived! I prefer to keep the Debenhams one but I don't think I can take the BHS one back! Very annoyed and off to Ebay to find out how much these items are going for...

Secondtimelucky · 01/12/2011 13:25

I don't order from them after one particularly terrible experience with some Bare Escentuals foundation. About 10 days after the order, when I was wondering where the hell it had got to, I suddenly got an email saying it was out of stock and my card had been refunded. No apology or anything. They are on my blacklist, along with Sainsburys online.

DoorStop · 01/12/2011 13:27

I had an email from them a couple of days ago saying that they were having problems with internet ordering and that items that had been marked "in stock" were actually not available. Plus an extra 15% off code as a sorry.

ChickensThinkYouCanGetStuffed · 01/12/2011 13:29

Huh. I ordered a dress and shoes on Tuesday. The dress arrived yesterday morning and the shoes this morning. I didn't get an email to tell me they had been dispatched, though.

huggiemonster · 01/12/2011 14:04

I ordered stuff a week past Sunday and some of it still isn't here. Poor and really poor trying to return stuff too. Various couriers collect different things. I don't think I will use them again.

BroomForMyChin · 01/12/2011 14:07

I've had problems with debenhams too. I ordered some nursing bras from them a few months ago. After 4 weeks and 5 phone calls I gave up and asked for a refund.

toastandmarmiterocks · 01/12/2011 14:08

I had a similar experience. Ordered last Sunday, heard nothing. Confirmation of receipt of order on the Monday. No dispatch email. I called them on Monday and they said they were having trouble with their couriers. Parcel arrived yesterday (Wednesday) so 10 days after ordering and no email with tracking number or delivery time.

BramblyHedge · 01/12/2011 14:26

they cancelled my order without even telling me. i only found out when i contacted them to see what was happening. awful service

moragbellingham · 01/12/2011 18:34

Problems all the time.
I said I'd never order from them again.....

then I did, one order hasn't arrived and one has been cancelled.

When I'm on hold for 15!! minutes the phone goes dead and then when I try to ring back they say "due to an unprecedented number of calls they can't take my call and cut me off!

I'm fuming as this really is just normal service from them and I should've known.

huggiemonster · 01/12/2011 19:05

Part of my order came today. 2 bags. One was open with one item missing. In the other bag is an apology letter offering me 10% off another order!

dreamingofsun · 01/12/2011 19:20

i used them once a couple of years ago. never again. worst online experience. 70% of stuff was out of stock - despite being available when i ordered according to the website and got charged for a coat that i never had.

ThatsNotMyBabyBelly · 01/12/2011 21:17

Dreadful experience twice i never learn when returning items. Last time i tried to return to store and was told had to be via courier. Called courier, got item collected, then told by email I would be refunded a month later as I had sent it to the wrong warehouse.

There were 4 coast dresses returned so not small money to be outstanding for that long.

Blaming me for following their instructions really pissed me off, so wrote a snotty email and have vowed never to use them again.

Original poster

teta · 01/12/2011 23:15

I can't believe all these such bad experiences.I'm really not hopeful that i'm ever going to get this order and i hope they don't dare take any money out of my account.NAMED AND SHAMED DEBENHAMS-this shop doesn't deserve to keep running and i for one will never buy anything from there ever again.

OP posts:

catsareevil · 01/12/2011 23:19

I have also made orders which have then been cancelled without telling me. Their customer service is pretty hopeless, in the shops as well as on-line.

moragbellingham · 02/12/2011 09:55

There's no email contact address on the website anymore and the phone line tells you to call back another time at any time you ring - WTF??????

Basically they are incommunicado so what do I now , any ideas?

dreamingofsun · 02/12/2011 10:23

[email protected]

you could try the one for the press office and point out about this link and would they like to comment?

Original poster

teta · 02/12/2011 10:31

I have just checked my bank account and the money was taken out on wednesday so now i don't have the option of cancelling unfortunately.I don't really know what to do either.I think essentially they are holding us all to ransom.I have googled to see if they are going down,but there is no information apart from a lot of people having problems with deliveries and there has been problems with the website for years.I have a bad feeling that this resession means that a lot of household names will be going bust and small creditors may not get their money back [as has happened to me in the past -but maybe i'm just very pessimistic!]

OP posts:

dreamingofsun · 02/12/2011 11:23

i wouldn't worry about them going bust. From the messages on here this is the way they've been doing business for several years. personally i would contact the press office if thats the only contact details available. i imagine they will have all the right contacts to enable this to be resolved very quickly. its something press office should be made aware of anyway......many companies will have alerts if something is said about them on things like MN

maddiemostmerry · 02/12/2011 11:29

Me too, ordered over a week ago and one item of three has arrived so far. I only ordered for delievry as it was free. Have also found them freadfully slow with collect from store.
Tried ordering once using in store sytem, whole thing went wrong and the staff didn't know how to sort it out. Asked me to come back in an hour, so much for fast ordering.

Original poster

teta · 05/12/2011 14:07

Ok!.I have now got the coat,and its lovely-a navy coat with little silver polka dots.Its a bit sparkly[but practical and padded and warm] for school but hey ho thats what you get when a 7 year old chooses her own clothes.So Debenhams you are nearly all forgiven but for goodness sake get your act together with the customer services!.

OP posts:

OrmIrian · 05/12/2011 14:10

Ha! Just seen this. I posted a thread about this subject this very morning.

Wish I'd seen it before I placed my order last night....

VivaLeBeaver · 05/12/2011 14:15

Debenhams have a terrible online service, I won't use it anymore.

First time they kept sending me the wrong top and then said it was the right top. I said its totally different in the photo and they said the photo on their website was wrong. I said well I want teh one in the photo but they had no way of knowing what the correct item number was so couldn't help!

Then they cancelled an order as it was going to take 6 weeks to come. I rang them up and said that I'm happy to wait 6 weeks. The girl then said they actually now had some in stock but the price had gone up by 20%

Then they sent me some expensive boots that the courier swears he left on my doorstep. He maybe did but they sure weren't there when I got home.

woollyideas · 05/12/2011 14:25

It's not just their online service that's awful. Have you ever tried to return something to one of their stores? Our local one seems to have a policy of saying 'Well, no-one else has returned (item)' and glaring at you as if you've deliberately destroyed the poor quality shit that you've had the cheek to take back.

And if you have a Debenhams card have you ever had a good look at their interest rate? 29.9%. And if you pay over the phone it's worth remembering your payment won't 'clear' for days (even though it will leave your account immediately) and you may incur a late payment fee even if you paid by the due date...

Debehams are just shite all around.

sac55 · 07/12/2011 17:51

I was wondering if I was the only one to suffer at Debenhams' hands but I see I'm very clearly not. It took almost two weeks for the two orders I placed with them to be completed and I didn't receive any indication of when they would turn up except an email after a week saying they were "in progress". I didn't receive any despatch emails for three of the four deliveries and the one I did receive arrived after the delivery had been made. I had no joy phoning customer service as they cut me off while I was holding the first time I rang and the second time I spoke to someone rather clueless and that too after holding for 45 minutes.
To rub salt in the wound, I had placed an order with John Lewis a couple of days after the Debenhams orders, which arrived within two days. I've learnt my lesson and won't be ordering from Debenhams again!

vogonmothership · 07/12/2011 18:09

I too will never use their online ordering again after a debacle earlier in the year. They took my money. No items, no items. 3 times I went to the shop. 4 weeks later they turned up. No one cared

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