DBZ-Store Arvostelua 449

The occasion dress I ordered was described as satin but was actually some other cheap and flimsy material. I returned it within 2 hours of receiving it but my refund did not arrive for another 26 days.
A further issue is some kind of delivery protection insurance which was added stealthily as I did not notice it until after I had checked out. It was £6.49 but was not refunded as part of my order,

I order kettle bells was meant arrive on 21stfeb , yet still waiting all i want now is refund and never use them again.

My advice is stay away.

I bought a top from Boohoo whi h didn't fit. On trying to return it I was directed to the DBZ email address which keeps bouncing back. Impossible to get hold of this company for a refund so I am reaching out to the ombudsman for help now.

I truly wish I'd looked at the reviews before purchasing from the well known brand 'Debenhams' - except its not actually them! They are using 3rd party companies to sell their products under the Debenhams name.

Ordered item on Friday, delivered on Saturday and then returned on the Sunday. Was impressed with the fast delivery but disappointed in the quality of the shoes. Easy process for returning, so was expecting the same ease with my refund.

3 weeks later, I still haven't received any notice that my return/refund is being processed. I have tried numerous times to email them but they keep bouncing back. You cannot call them and the chat is a BOT.

My silver lining was that I'd paid via PayPal. They asked for proof of order/return etc and dealt with my refund immediately. No hassle, just needed evidence, then gave me my money back.

It seems that the main issue is when you are returning anything to these scammers, it looks like an easy process, but after reading the hundreds of negative reviews from customers who still haven't received their refunds, proves otherwise. It's disgusting that they are able to legally trade this way.....

If, after reading these reviews, you are still thinking of ordering from Debenhams, be absolutely sure you are going to be happy with the product and would be keeping it. Its a total nightmare to return.

I will never use Debenhams website ever again , i have had to chase a refund speaking to silly bot communications going round and round in circles ,
eventually i managed to get a human to sort out my issue . I have still not had my refund even though an email was sent to say it has been processed
AVOID AVOID AVOID DO NOT ORDER FROM THIS COMPANY THEY ARE NOT THE DEBENHAMS WE KNEW !!!!!!!!

I’m trying to return two pairs of trousers which are far to long and they will not allow me to, they offered me £6 to keep them ?

Thank you for reaching out to us about the sizing issue with your recent purchase.

We understand that the fit isn’t perfect, and we’d like to offer a few solutions to make it right:

If you’d be open to keeping the item, we’d love to offer you ___4GBP___ as a thank-you for your understanding.

Gift or Resell Option: If the size doesn’t work for you, perhaps it could be a great gift for a friend or family member? Alternatively, due to high demand, many customers find success reselling it in like-new condition.

We sincerely apologize for any inconvenience and appreciate your flexibility. Please let us know how we can assist further!

Yours sincerely,
Customer Service Team

I ordered an item for next-day delivery on 24/12/25. Unfortunately, my lift wasn’t working that day, and the driver chose not to attempt delivery to my address. The item was eventually delivered on 27/12/25, at which point I refused it and returned it to the sender.
Since then, I have been trying to obtain my refund. I was initially told by Debenhams that I would receive it by the 28th, then the 29th, and then by 31st January. It is now 11th February, and I still have not received my full refund.
I have now been informed that I must wait until 28th February for DBZ to provide Debenhams with an update. This level of delay and lack of clear resolution is extremely disappointing.
As I have kept a full record of the chat history, I will now be contacting my bank to recover the funds directly.
Very frustrating experience overall.

Very good service. Good quality t shirt.

Would like to leave zero, but do not have that option ordered a mattress through Debenhams Dbz was supposed to deliver. I’m still waiting. So pissed off can’t contact anybody haven’t had any replies to my emails so angry waste of a few hundred pounds.

If I could give -5 stars I would. Stolen my money won't refund despite me returning items. 30 emails can't talk to them absolutely disgusting business. Get your act together and return my £160 owing since November!

Ordered a wash basket from here (well debenhams deliver it they order off another company ) the wash basket arrived damaged . Hard to get hold of customer service ended up sending a email they refunded the wash basket after a while but refused to refund delivery charge as they said they actually delivered it ... even though it was faulty could not be used . Will never ever buy from debenhams again . Avoid avoid avoid

Been waiting over a month for a delivery rubbish customer service finally got the delivery and it was the wrong item still not been able to speak to someone with half a brain! Completely useless 🤬

Ordered 1 item and sent 2 despite notification of incorrect qty.
No communication from company difficult to know what to do next

Received my order but the clothes didn't fit. I contacted "Hoxton Gal" which is the brand as per the Debenhams returns portal, and received no communication for a long time. Eventually, Hoxton Gal (bearing in mind, the longer they leave it, the closer it gets to the returns deadline), they provided me with a Royal Mail returns label which I then arranged. Tracking number I have proves it was delivered back to them on 09.01.2026. It is now 27.01.2026 and there is no refund! I have returned it in time, but they have made it extremely hard for customers to return. I contacted Hoxton Gal a number of times about the refund process and they said they had completed the refund process, but yet, no refund. I asked them when was the refund issued and when will it likely get back into my account, and they are now saying, contact Debenhams for refunds. Now, Debenhams have no telephone number, they have an email address, which i have emailed numerous times. They have Facebook messenger which I don't have. This is utterly ridiculous and downright robbery!

Advice for anyone ordering from Debenhams or Hoxton Gal/DBZ - just don't bother. It's far more hassle than It's worth. Clearly they are making it as hard as possible for customers to get help, and quite frankly I am taking my business elsewhere where it will be valued and appreciated.

Enough is Enough clearly despite the continued influx of complaints regarding the absence of customer service at Debenhams it's time for further action!! If you leaving a 1 star review for this company send your complaint directly to:

BBC Rip Off Britain!

Trustpilot doesn't allow email addresses but you can get this from their BBC website page.

Or write to:
Rip Off Britain, BBC Media City, UK Salford M50 2LH.

Or Message Rip Off Britain on WhatsApp: 0330 678 1321

The more people that expose this sham of a company the quicker they will either wake up or cease trading. Their ignorance to customers knows no bounds!

Shocking service!!!! AVOID!!!!
Ordered a toddler couch and paid for express delivery.
Still waiting for the item, if it arrives at all. Emailed them but not bothered to reply.
Unfortunately I read the reviews after I ordered.
Will 100% never order from them again.
Hopefully this review helps others not to order for them.
AVOID!!!!

Non Delivery of my item.
Poor service.
You cannot contact anyone to chase.
DO NOT ORDER FROM THIS COMPANY!

This should not be sold under the Wallis umbrella.
Wallis, You are letting your loyal customers down.
Disappointing items are still is sold on your website?
Re consider.
It’s absolutely rubbish.

I sent two dresses back. I had an email to say that the one dress was now out of stock with the supplier. Nothing else. No refund, no dress. 40 quid down. Do not buy from this company

Avoid Debenhams & DBZ store. Absolute shambles of a company! Ordered a mattress & bed frame 31st Dec paid for next day delivery (2nd Jan) only the mattress arrived on the 9th. Chased everyday asking when I should expect, mainly answered by a AI bot which was no help & occasionally a human would tell me to wait longer but idea where my package was! Only just received bed frame (22nd Jan) 3 weeks after due date. Only 2 out of 3 boxes delivered! I’ve requested a refund many times for delivery & bed frame & promised but received nothing! This is a scam website! No matter how good the deal they offer, it is not worth the stress & being messed around this much! 100% avoid at all costs! I just wish I read the reviews first