Problems with Debenhams Online

digitalphase

I ordered some things in a Grabbit - one order of two items and then I decided to get another item (slightly different) about 10 minutes later. I ordered late at night on the 12th. I got my first order of two items the next day! Then the other item yesterday. I got my despatch emails yesterday :rotfl:

I think it depends on the courier. My Hermes couriers are pretty good, luckily. When I lived in town I remember it taking longer to get some items I'd ordered AND that wasn't even close to Christmas. So, I'm pleased with Debenhams service this time, but it's a shame they are being cr^p to others. Hope you get things sorted before Xmas.

Jazzelyn

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?

Hi, I ordered from Debenhams online on Thurs 8th Dec and received email confirmation straight away. On Tue 13th I got an email to say item had been despatched to the courier. It is now Friday 16th Dec and still no sign of my order. It is over 5 working days since my order was placed. I emailed them just now and the reply said they will endeavour to reply within 5 working days. I will not ring the UK number as I live in Ireland and am not prepared to increase the cost of my purchase.

This is a really disappointing service from Debenhams - I need the dress for a function tonight (I bought online because I was sick and couldnt get to the shop and it did say delivery within 5 working days so plenty of time, in theory). In contrast, on the same date (8th Dec) I ordered an item from River Island and received it on Tuesday 13th - brilliant service!

funkyfreddy9k

Jazzelyn wrote: »

Hi, I ordered from Debenhams online on Thurs 8th Dec and received email confirmation straight away. On Tue 13th I got an email to say item had been despatched to the courier. It is now Friday 16th Dec and still no sign of my order. It is over 5 working days since my order was placed. I emailed them just now and the reply said they will endeavour to reply within 5 working days. I will not ring the UK number as I live in Ireland and am not prepared to increase the cost of my purchase.

This is a really disappointing service from Debenhams - I need the dress for a function tonight (I bought online because I was sick and couldnt get to the shop and it did say delivery within 5 working days so plenty of time, in theory). In contrast, on the same date (8th Dec) I ordered an item from River Island and received it on Tuesday 13th - brilliant service!

If you've had the despatched email, then your item was loaded onto the Hermes truck.

Have you checked bushes, sheds (including previously locked ones), greenhouses, neighbours etc?

Not entirely sure you should be blaming Debenhams for this completely. Even the retailers with the best customer service like Amazon require customers to wait a number of days before they will do anything about items lost by the delivery companies.

Savvybunny2009

Ironically I placed two order during the beauty event in the morning on Sunday, as it was the last day of 15% off beauty and the 10% code worked then caved late in the evening and did one last order as I was ordering a brand that is practically never discounted, with cashback it worked out as 25% off.

The last order I placed arrived via Royal Mail yesterday but I assume as the other orders were more expensive they would be coming via hermes, who tend to deliver days after they have collected the packages. It shouldn't be allowed but thats cheap delivery services for you. I am amazed that Royal Mail was actually faster and more reliable than a courier for once!

Jazzelyn

FYI - about 2 hours after posting on this forum, my order arrived!!

As for not blaming Debenhams.... well their website has a link which is supposed to allow you trace your order with the despatcher. This link doesn't workl And as they don't tell you who the despatcher is you can't go directly to the despatcher's website to track order.

Furthermore, if Debenham's provide a delivery service it is up to them to chose reliable despatchers. Therefore, as the order and payment are directly to Debenhams, and as it is them promising delivery within 4-5 working days, yes I do blame them for slow delivery.

funkyfreddy9k wrote: »

If you've had the despatched email, then your item was loaded onto the Hermes truck.

Have you checked bushes, sheds (including previously locked ones), greenhouses, neighbours etc?

Not entirely sure you should be blaming Debenhams for this completely. Even the retailers with the best customer service like Amazon require customers to wait a number of days before they will do anything about items lost by the delivery companies.

prettyflamingo

i ordered boots from the sale on friday and they arrived today! got the confirmation email and dispatch update as i would expect so hopefully they have ironed out the issues now.

floatsy

Debenhams online have got to be one of the worst UK retailing options. I bought from them, and proceeded to ask for a cancellation and they refused saying I had already paid, so that was that. Anyone know what the policies are - is that even legal. Their website specifically states that they refund within 7 days. This is so bizzare. They also refuse to talk on the phone, only sending from a group email address. I will never buy from Debenhams again online. And come to think of it, that's the last time I will buy from them in store too.

floatsy

OK I checked. Their policy did indeed say cancellations are possible. It is just that their customer service team doesn't tell you.

What a dishonest team, shame on them. I actually really liked shopping there usually but the online experience has put me off big time.