Anyone else having problems with Debenhams

Roma2010

Hi, I just wondered if anyone else is having problems with the Debenhams online sale? I recently purchased a couple of beauty items {2 separate orders) from their sale. Zero update information regarding my first order but have just received an email from them cancelling the second ( even though they have deducted the money from my account) I was sceptical about ordering from them due to lots of problems with them last year but thought that their customer services must have improved since then. Unfortunately nothing seems to have changed so I shall definately not be buying anything from them again!:mad:

anatomical

Yes I used a gift voucher to buy a sale item last week, and got an email a day later saying it was out of stock. The small item I bought to use up the rest of the voucher still hasn't been delivered. I know it's a busy period but still not impressed.

OneYorkshireLass

I've had an email from them today stating that items I have ordered (on 30 Dec) may be delayed by 3-4 working days due to 'unprecedented demand', so it seems they're struggling a bit.

Email: [EMAIL="customer.enquires@debenhams.com"]customer.enquires@debenhams.com[/EMAIL] about your order.

LisaB85

I received this email regarding an order placed at 9pm 27th Dec, I read the delivery estimate is 3-4 working days so I should have received it Saturday but as per the email I received I will give them until Friday before I call them, although I have not had a further email.

Dear Customer

Thank you for placing your recent order with Debenhams.

Due to unprecedented demand over the Christmas period, we are writing to inform you that your order may arrive up to 4 days later than originally indicated.

We would like to assure you that we are doing everything we can to bring our delivery promise back in line, but felt it would be beneficial to keep you updated with the current situation.

As your order progresses through our network you will continue to receive further updates by email.

Please accept our apologies for the delay, and any inconvenience caused.

Kind Regards

Debenhams Customer Service

Roma2010

Just wanted to say thank you to everyone that replied to my question. We all know it's a very busy time but it's about time they got their act together. In my previous experiences with Debenhams they have been quick to take payment but slow to refund and sort out any problems. Good luck with your orders everyone

LisaB85

Phoned them today, guy on the phone wasn't helpful and a bit rude but said with the delay they have 7 working days so if I don't have a dispatch email by 6pm tomorrow to call them but have just received this email...

Dear Customer

We recently sent you an email advising you of a potential delivery delay to your order placed on the 27th December 2011, which indicated delivery by Monday 9th January.

We are sorry to say that we were over optimistic with the timescale required to correct the situation, resulting in a maximum further delay of up to 24 hours. This means that you will receive your order by Tuesday 10th January at the latest.

Once again, please accept our sincere apologies for any inconvenience caused; we will continue to send further updates by email as your order progresses through our network.

Kind Regards

Debenhams Customer Service

I understand they must be under pressure but I have ordered from a couple of other places since Christmas and delivery has been quick.

I feel a complaint will be finding their way to them once I receive my items.

tweets

I just got this in an email.

Dear Customer

We recently sent you an email advising you of a potential delivery delay to your order placed on the 2nd January 2012, which indicated delivery by Thursday 12th January.

We are sorry to say that we were over optimistic with the timescale required to correct the situation, resulting in a maximum further delay of up to 48 hours. This means that you will receive your order by Saturday 14th January at the latest.

Once again, please accept our sincere apologies for any inconvenience caused; we will continue to send further updates by email as your order progresses through our network.

Kind Regards

Debenhams Customer Service

funkyfreddy9k

LisaB85 wrote: »

Phoned them today, guy on the phone wasn't helpful and a bit rude but said with the delay they have 7 working days so if I don't have a dispatch email by 6pm tomorrow to call them but have just received this email...

Dear Customer

We recently sent you an email advising you of a potential delivery delay to your order placed on the 27th December 2011, which indicated delivery by Monday 9th January.

We are sorry to say that we were over optimistic with the timescale required to correct the situation, resulting in a maximum further delay of up to 24 hours. This means that you will receive your order by Tuesday 10th January at the latest.

Once again, please accept our sincere apologies for any inconvenience caused; we will continue to send further updates by email as your order progresses through our network.

Kind Regards

Debenhams Customer Service

I understand they must be under pressure but I have ordered from a couple of other places since Christmas and delivery has been quick.

I feel a complaint will be finding their way to them once I receive my items.

so you were going to wait until friday to call but then changed your mind and decided to call sooner and thought that would achieve what exactly? and as that didnt achieve whatever you expected you're now going to complain! even though they've kept you regularly informed!

as for comparing them to others since xmas, maybe the other retailers dont have the same extreme uplift in sales at this time of year?

Makeandsave

I had issues when buying online from debenhams, Will never buy online from them again. Instead will spend vouchers in store!

LisaB85

Debenhams have been around for years, I don't see how they don't know that over Christmas and after the sales they will be inundated.

They take on staff before Christmas but surely it would make sense to keep them into the new year?

funkyfreddy9k

LisaB85 wrote: »

Debenhams have been around for years, I don't see how they don't know that over Christmas and after the sales they will be inundated.

They take on staff before Christmas but surely it would make sense to keep them into the new year?

of course, but they also have to balance it to be financially viable.

contrary to what the media would like you to believe, getting hold of 100s of extra competent staff immediately when needed probably isnt too easy.