This is my experience of shopping through the website of this major uk (high street and online) department store. I feel that I have been treated badly so please consider this review and do a little research before parting with your hard earned cash.
I ordered a dress from Debenhams Direct and the money flew out of my Visa account in seconds. I was promised a 4 to 5 day delivery so after day 6 with no sign of the goods I started chasing. As there was no contact number, I decided I’d email them.
11 days later I am still e-mailing them and I get various responses. These range from ‘thank you for your e-mail which we will respond to in 4 days’, to ‘the courier company has lost your dress’, ‘the courier company reported your dress damaged’, ‘we have no idea where your dress is’, ‘we have ordered you a replacement’, ‘your dress is in transit’, ‘we are an internet service so we cannot call you’, ‘thank you for your e-mail we will respond in 4 days’.
The best one was 4 days ago when they supplied a telephone number that guess what… did not work! Eventually started e-mailing them a couple of times a day in bold text, asking for a refund as I had to find an alternative dress. I printed all the e-mails out and sent them to Debenhams Managing Director (1 Welbeck Street, London) suggesting they reimburse me my hourly rate for the time I have wasted on this order including finding another dress.
Telephoned their head office on 0207 408 4444 by going through directory enquiries. They ignored my question whether Debenhams Direct is outsourced to people who cannot speak English and therefore are incapable of making a phone call in the interests of customer service. After some fairly blunt talk on my part, they contacted Debenhams Direct and organised a refund (18 days after placing the order) and only because I was not about to take no for an answer.
How stressful? My experience with Debenhams Direct, it is the worst online shopping service I have encountered. Not once did they think to contact me and tell me there was a delay. They seem to think it is OK to leave a customer dangling with no information for 17 days plus… just madness. Don’t they have processes in place to deal with lost/damaged goods and contacting their customers? It’s not rocket science!