Problems with Debenhams Online

carlamarie_2

Christina_F wrote: »

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

thats really bad :eek:

ive always found with debenhams that they send the dispatch email out days after you recieve your goods.
now i always get things delivered into store, that way i can ring the store who are always happy to check if your items are in or not before you make the trip

Christina_F

DODO wrote: »

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

Could you pm me the email address for the chief exec pls
thanks

JodieMasonMummy

http://www.saynoto0870.com/ save your bill getting any higher!

DODO_2

Christina - see your pm x

Savvybunny2009

Five working days is reasonable for standard delivery and it is nearing Christmas, it's a pain in the backside but it happens each year, if you need a present on time my best advice is to not buy in December as it's a nightmare if things go wrong.

You can email customer services or you can call them, if you check out saynoto0870 and put in the number it will bring up the standard landline number instead of the premium, sometimes if your lucky theres even a freephone number. Also I would have checked the codes board for a free delivery code as there is always one available for them.

I don't understand why you were put on hold for 30 minutes? It takes a few moments to check on their computer whether your order was despatched which was your query?

If it's with Hermes already they aren't the most reliable of services, quite often they have held on to my packages (as a sender and a recipient) for days before attempting delivery, missed collections etc but with the cheapest courier service you have to bare in mind the service isn't going to be great. This is a reason why I don't often order from them but I have caved and ordered during their beauty sale, would be great to have my order by Friday but not feeling overly positive hearing there is a backlog

littlereen

I ordered something from them about 3 weeks back for a birthday, for in store pick up, meant to take 2-3 working days if I recall correctly. Anyway, I ordered on a Sunday, and the gift wasn't available for pick up until the Thursday 11 days later! And when I got it home, it was badly dented, despite being well packaged. Was not impressed at all!

brightsprite

Having problems locating my parcel, that I ordered ten days ago. Have just spoken with customer services who say they can't track it as they have changed their policy because they are so busy and are offering only refunds and exchanges. So I have asked them to send me another out - wonder how long this will take?

I even asked to have it delivered to store and I would collect it from there - only to be told they can't do this.

I'm surprised that a company as large as Debenhams has 'abandoned' it's tracking service because it's simply too busy. What do they expect when they offer discount on their services? I live in apartment building and unless it's royal mail, it's difficult for people to leave sorry you're not in cards - but according to Debenhams customer services they don't have any contact with the local courier. Usually i would let it slide but i'm 40 weeks pregnant and was trying to get all my last minute shopping bits done!

Very strange at a time when customers are relying on getting their orders.

VLT

I can't fault the service never really had any problems with them anyway but they have surpassed my expectations this time. Placed an order on Sat 9.15pm order was delivered today! The driver said there chucking them out this year to keep up.

atomad

Hi,

I also have had problems with Debenhams online...

i purchased some perfume on December 1st, and still haven't received it, however i was happy to wait around a week to receive an item that had free delivery. Since however on the 7th December i received an email to say the item had been "despatched".
needless to say i still don't have my item and have no idea where it is...

I called them up to find out where or what is happening with the order at around 8:00pm, and was on hold for nearly 30 mins so hung up... I've now written a letter of complaint and wait to hear back from them. Will keep you posted on ther outcome. But to be honest, this has put me in the frame of mind to never use them again.

i'd stick to cheapsmells.com

mangadarkogirl wrote: »

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?

funkyfreddy9k

cathys1 wrote: »

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.

this is true. the email system is one of a few things that are struggling to cope with demand this xmas. I believe there was a several day backlog at one point.