Debenhams online shopping experience. - HotUKDeals
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Debenhams online shopping experience.

iliko Avatar
7y, 10m agoPosted 7 years, 10 months ago
I am wondering if I am the only one always getting Debenhams orders getting canceled after a long silence?
I wrote them below letter after several annoying cancellations.

Hello Debenhams,

Can you please pass my message to your manager of online shopping.

My name is Ilkin-one of your online customers living in central Reading.
I am shopping a lot online and prefer it. As you understand it online shop is becomes more and more popular. I had a chance to shop online with Debenhams severals times.

The reason I am writing to you is to inform you that unfortunately Debenham's online is most worth shop I have ever seen. Many of my orders are just gets cancelled after a week or two with no explanation. I tried to get explanations several times and sometimes got letters saying we are sorry but the item is out of stock. I have no idea how your store is organised.
Last time I saw ad saying Debenhams discounts starts in boxing day at 26-th of December and 27-th in store. So decided to grab a bargain online as sounded like an advantage in comparison to in-store shopping.
I "bought" only three items. After a week I got a letter saying sorry two of the items are out of stock. And today I got a letter with return form etc like a delivery but not with an ordered item but a piece of paper saying:"we thought it is in stock but it is not".
Questions arose:
1) Are you getting orders in a one central location then passing it to local store which trying to find items in local store?
a) If yes, why do not add a small print saying please go to store if you really want an item?
b) If no, then what is the reason of so awful organisation?
2) Why your cancellation email NEVER says the reason?

it really annoys me and I am sure I am not the only one.
I hope you this will give you some ideas to improve your online shop.

Hope from hearing from you.

Regards, Iliko
Other Links From Debenhams:
iliko Avatar
7y, 10m agoPosted 7 years, 10 months ago
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#1
Debenhams sucks, i ordered on the 29/12/08. Got an updated email on 3/01/09 to say my item has been sent. I rang them today to say that i still haven't received the item, CS said that the item was in stock, so i said why tell me its on its way in the email then, she then changed it to say its lost in transit, and transferred me to someone else who said it reached the depot on 09/01/09 and she wasnt sure it would get to me and to give it a couple of days.

So now they have had my money for 3 weeks and i am the one who has got to do all the chasing. The worst bit is it was a chandelier that i had ordered in the sale, and because i was expecting this one, i didnt bother looking for another one anywhere else.

I asked if there was anything they could offer me as a way of compensation, she replied 10% of my next order, won't be needing it, won't be ordering from then again.

It's a shambles!
#2
Debenhams Online is well known to be absolutely useless.

I don't order anything from them anymore as I know chances are, it won't turn up.

The amount of times I have ordered something, got a dispatch email, waited and waited and nothing turns up only to call them and to be told it was never in stock. They are also very good at just not telling you what is going on, numerous occasions I have been waiting for something and it hasnt turned up, when I have called them they claim to have sent me a cancellation email which I had never received.

They are utter rubbish and their customer service is appauling!
#3
Yep, ordered 6 items on the 27/12. Two got cancelled as out of stock, three arrived, one has disappeared off the face of the earth.

50% success rate so far lol.
#4
Hmmm, I ordered 5 items on the 29th..

Have received 2.. another is apparently on its way and 2 are "processing"!
#5
Anyone knows Debanhams CEO's email?
#6
If you were to send that (and I dont mean this as a dig) you would be better correcting some of the grammar so it comes across better. I would agree ordered four items from debenhams, got an email cancelling saying they were all out of stock. But today three of them arrived...brilliant site.
#7
Debenhams Direct are a shambles. I'd never buy again after my experience, which is similar to the posts above.

They are quick to charge your credit card but then take forever to refund you when the item is OOS. Their communications are pathetic (item dispatched when it's apparently OOS) and their delivery is sloooooooow. See the numerous other complaint threads about Debenhams in the Misc section of this site.
#8
Yep, totally ****! I ordered loads last year and was lucky to have only one problem when they sent me the wrong item.
This year, had 7 orders cancelled due to 'not in stock', charged p&p for cancelled items!!!! and totally i recieved the totally wrong item, ordered a jacket and recieved a pair of kids shoes!!!!!
#9
I actually took the time to write a letter of complaint in October 2008 and I am still waiting for a reply - I even send it special delivery ... I have banned Debenhams completely from my buying list and take the time to inform all friends and relatives how BAD their shop & costumer service are. I have nothing but problems and they do not get sorted ... I stick with John Lewis & M&S now, Yes they make an error now and than but they are superb at handeling the problems and i gladly pay a little bit more for a pleasant experiance.
[mod]#10
I have always had good experiences with Debenhams.
#11
You must be the only one - LOL
#12
i had similar experience both in major shops like debenhams and M&S and will never shop in these two.
they are rubbsih and provide false hopes for consumers;
would rate my experience with M&S and debenhams as discouraging;
i think they play with us and keep themselves safe;
they have products instore also and if those products are not bought instore they try to sell to customers like us who pre booked these before ;so both ways they are safe and they know their product will be sold either online or instore; they just need to send a sorry to online customer; utterly rubbish and itsa sort of cheating
#13
Please proof read that before you send it, otherwise it will get sent round debenhams as a comedy email.
" unfortunately Debenham's online is most worth shop I have ever seen." lolwut?
#14
Titchimp
Please proof read that before you send it, otherwise it will get sent round debenhams as a comedy email.
" unfortunately Debenham's online is most worth shop I have ever seen." lolwut?


Totally agree - whilst I see where you are going with this - the english is appalling and would make it hard for someone at Debenhams to take it seriously
#15
iliko
Anyone knows Debanhams CEO's email?


Debenham's CEO email - who Philip Green? I'm sorry but I think he would have serious difficulty reading that letter.
#16
chocolatieclaire;5584182
Debenham's CEO email - who Philip Green? I'm sorry but I think he would have serious difficulty reading that letter.


This thread is ooold.
#17
Sorry my mistake - they are not part of Arcadia
#18
Titchimp
This thread is ooold.


Yep I realise that but I was googling - as I am experiencing delays with their online service and so wondered what others have experienced.
#19
tinkerbell28
Yeah and they are still crap:thumbsup:


Yep - realise that too! Can't understand how such a big company can have such a cr*p infrastructure. They are clearly not interested in the internet shopping market!
#20
tinkerbell28
Nope waste of time, would never ever shop online with them, THE worst website I have ever used, all the problems above and this thread is yonks old.


Hmm, well I have two items on order with them and it will be the last time I purchase online from them - not to mention the very rude "customer service" assistant I spoke to online who pretty much hung up on me when I asked to speak to a manager regarding my query that he couldn't (or rather wouldn't) help me with. In addition to this - when I rang back -the first person I spoke to had "kindly" not made a note on the system to note that he had spoken to me - so I couldn't complain about him. I usually always take names but on this occasion forgot - grrrr.

Oh well - you live and learn - hopefully their online shop site will crumble.

I wonder how they get on at Christmas...

Sorry for these replies to an old thread but clearly this is relevant as the probs are still ongoing!

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