Debenhams rant (online).

KxMx

Okay so this is too early to be complaning but I need to vent!!!

Ordered a sale item from Debenhams on Wednesday morning for store collection (yes I should have checked MSE first and seen a free home delivery code ). Had to order without registering as the site was having technical issues. I registered afterwards anyway for future orders.

Had two emails Wednesday saying they've got the order; and they are processing it, I will hear from them shortly. 2-4 working days for store collection.

Money goes out of my bank account. No emails still.

Today I try to log into my account to see if somewhere the order is mentioned (even though i've tried already), won't accept my correct password. So I had to request a re-set email which hasn't arrived yet.

I also discover you can't email about an order, that is for International customers only, but I will have to phone them instead after 5 working days, which is Wednesday, the day I hoped to pick up the order (I don't think hoping to collect after a week is unreasonable).

Still no dispatch or ready for collection email and I am just getting more and more annoyed.

So annoyed that I am tempted to send back the store card with them I just took out and tell them where to stick it!! Debenhams is my favourite xmas sale as I stock up on presents for others birthdays/xmas and anything I need in the way of nightwear etc. Having a store card would mean I could spend a little more and then pay off the balance. Their loss!

Even if the order/emails do turn up in the next few days I am still not happy.

veryunsure

Debenhams seem to have the most customer un-friendly systems and processes that I've come across.

I have ordered things from them and when I wanted to return two of the items, both being dresses, I was told dress x can be collected from home but dress y had to be taken to the Post Office for return.

Their emails are confusingly laid out and they are unable to show order status online.

Time for a systems update, I suggest

POPPYOSCAR

Yes, I agree.


I think it all went downhill when they did away with all the customer service desks in their stores.

Nothing can be dealt with in store now if you have a query on your card.

Also I registered for the beauty card scheme but it will not accept my password. I emailed them about it but the reply said I have to ring up.
By the time I have done that and incurred the cost any benefit from the club would be worth nothing.

It is a real shame as I do like the store itself.

KxMx

Just had an email saying my item is ready for collection- very pleased.

Still can't access my account though- asked for the password re-set again, still hasn't turned up.

zigzagzig

you can use the 'international orders ' e mail for uk order problems. i have used it a few times to complain about very late orders. twice now orders have been lost in transit .

karenb33

Debenhams have the worst customer service of any store I have dealt with. Yes, stores make mistakes but it how they deal with the mistakes that counts. Debenhams refuse to accept they have done anything wrong, are rude and aggressive and so customer-unfriendly it is amazing! I never buy anything from them after a total disaster with some table and chairs which were meant to take 2 weeks to arrive. When they did arrive 6 weeks later there were 6 chairs and no table. Awful, awful service.