Problems with Debenhams Online

mangadarkogirl

Hey, I just wanted to know if anyone else is having problems with Debenhams Online?

I bought some gifts last tues evening. I was told it would take 3-5 working days for them to process and deliver the order. I understand b/c of xmas it will be busier but I'm getting frustrated now.

I was going to pick up from store, but at the checkout I was offered free delivery, which would have been a great saving....

On Saturday with no sight of the presents, money taken out of my account and NO confirmation/dispatch email as promised I called their customer service. Tbh a big reputable company like Debenhams not having an online customer services is something I don't understand.

So I had to wait over 30mins on hold, on an 0844 number (on the mobile). So I'm probably now out of pocket. The CS advisor wasn't the most jolly or helpful either. So now I'm in limbo with just 1 present apparently dispatched. Anyone else having problems? And if so, are you going to complain?

sarahsarah

I bought a dress from there last Thursday which I needed for Tuesday. I thought It would be cutting it fine when I hadnt had a despatch email by Saturday but it turned up on Saturday and I then got the despatch email on Wednesday. Theres still loads of delivery days left till Christmas, you haven't even been waiting the 5 days it suggests yet have you so I'm not sure why you would be phoning up to complain?

mangadarkogirl

I didn't call to complain. But to see where the items where, sorry that wasn't clear. I think it's perfectly natural to worry when you don't receive a dispatch email as planned/within the time frame the company gives you. And then money goes out of your account, with no idea where the goods are.

I live in an area that gets heavily snowed in, so it's actually a big concern to me.

They don't have an email address to contact, is what I was getting at. Which forces the customer to call a premium rate number, thus making the company some money on the side. We've clearly had different experiences, but there's no need to be negative when this thread doesn't affect you as you've received your goods.

picklepick

I had mine within the 5 working days. If you ordered Tuesday evening that gives them until this coming Tuesday to get them to you does it not?

Not sure I understand why you're so annoyed?

mangadarkogirl

Because my phone bill is going to be much higher. I would appreciate them having an online department to contact. I just worry b/c last year all my items were delayed, and then unattainable due to the snow. Still don't want to argue with anyone.

picklepick

Well your phone bill won't cost anything if you'd waited the 5 days they stipulated. You can email them here:

http://www.debenhams.com/webapp/wcs/stores/servlet/CategoryDisplay?storeId=10001&catalogId=10001&langId=-1&userType=G&categoryId=18698

They deliver using Hermes I think, so it's a local courier, usually in a car that delivers, not big vans or the Royal Mail.

cathys1_2

I placed an order last Monday, and called yesterday to find out where it is as had no email re despatch. They said it has been, but obv inundated with orders, and email system can't keep up at the mo.

augustsmummy

Could it be coming directly from a supplier?
I ask because I ordered 2 items at the same time from Debenhams, the first came 2 days after ordering, the second was a few days later as it came from the supplier. I guess it took that bit longer for Debenhams to contact the supplier for my order to be dispatched.

I ordered from them again just over a week ago and the item arrived 3 days before the notification of dispatch came.

I would give them till the 5 working days is up before chasing it.

withabix

Debenhams Online are really bad this Christmas. Even the CS staff who answer the phones say this!

Use this number instead of the 0844 number: 01823 364711

It goes to the same customer services line, but will come off your inclusive calls rather than costing extra.

I was on hold twice for two hours at a time about some Denby stuff that arrived smashed due to completely inadequate packaging. Really useless.

If you can't get through, post on their Facebook page: http://www.facebook.com/Debenhams?sk=wall&filter=1 (you will usually get a reply within MINUTES)

or email them at heretohelp@debenhams.com

This goes to their Facebook team at Customer Services and will also get a much quicker response.

Christina_F

I had a parcel delivered on Wednesday from Debenhams - delivered by the courier Hermes

I was out at the time and came home to a note stating they had left the parcel in a locked shed! When I looked they have smashed the lock on the shed to leave the parcel.

I am fuming! Tried ringing the Courier but it is a recorded message stating I have to ring Debenhams

DODO_2

I emailed the chief exec and his pa when my order was cancelled but in stock online! And my gift card balance not returned!

Got next day reply and 25 gift voucher so go to the top