Debenhams and Customer Service: What shoppers should know

Once a high-street staple in the UK retail landscape, Debenhams has undergone major changes over the past few years. While Debenhams still exists as a familiar name, it now operates in a very different way.

We hear from so many people who have beef with Debenhams and have found it tricky getting in touch and having their voice heard.

As retail shifts further into the online space, being well-informed on your consumer rights when shopping with brands like Debenhams can make the difference between a frustrating shopping experience and a smooth and fair one.

A brief history of Debenhams

Debenhams was founded in 1778 and became one of the most recognisable department store chains in the UK, offering a wide range of products from fashion to homeware. Yet, as with many large retailers, the combination of changing consumer habits, rising competition from online retailers, and financial challenges put them under pressure.

In 2019 Debenhams entered administration, and did so again in 2020.

In early 2021, fashion retailer Boohoo Group acquired the Debenhams brand and website, but not its physical stores, which were subsequently closed. Today, Debenhams operates solely as an online retailer.

The Boohoo Group acquisition means that shoppers are now effectively buying from Boohoo when they shop on the Debenhams website. This change has has a big impact when it comes to consumer rights and customer care.

Customer service and dispute resolution

The main criticism following the takeover has been inconsistent customer service. As Boohoo is now responsible for Debenhams orders, customers must use Boohoo’s support channels, which people are finding far less accessible or responsive as they were during Debenhams’ high-street era.

Some of the comments made by Resolver users who had raised disputes with Debenhams suggest some serious failings:

Patricia writes, “Took far too long to refund returned item. No real customer care just continuous robotic answers with no attempt to take part in any real customers care. Not even one goodwill gesture they did not care.”

“Refunds are a nightmare”, writes Onyinye. “I am not sure I would be patronising them anytime soon”.

How to get in touch with Debenhams

Unfortunately, Debenhams have removed a customer service number – so it is not possible to speak with them or lodge a complaint over the phone. You can contact them via email, text. Whatsapp or Facebook messenger via their contact page.

Debenhams do respond to complaints raised via Resolver – so this is a great option for anyone who has a dispute and needs a swift and smooth resolution.

Raise a Debenhams complaint via Resolver

Returns and Refunds

Under UK law, consumers have the right to return most online purchases within 14 days of receiving them. Boohoo’s version of Debenhams must comply with the Consumer Contracts Regulations 2013, which state that:

You have 14 days to cancel your online order.
You then have a further 14 days to return the item.
A full refund (including standard delivery charges) must be issued within 14 days of receiving the return

However, shoppers should check Debenhams’ online return policy carefully, as items like beauty products or underwear may have different rules due to hygiene reasons.

Faulty Goods

The Consumer Rights Act 2015 protects you if the goods you receive are faulty or not as described. You’re entitled to:

A full refund if the item is faulty within 30 days.
A repair or replacement if the issue occurs after 30 days but within six months.
A potential partial refund or replacement after six months, depending on the product and circumstances.

All these rights apply to online purchases from Debenhams under Boohoo’s ownership.

Key tips for online shoppers

From social media shopping scams and second-hand selling platforms to delivery disputes, the world of e-commerce is changing how we shop and can pose all kinds of new problems for consumers. Our key tips for protecting yourself and your purchases include:

Always check the retailer’s terms and conditions before purchase.
Keep proof of payment and order confirmation, in case you need to return the item or dispute a charge.
Use a credit card for purchases over £100 to gain added protection under Section 75.
Report any issues promptly, especially if you’re within the 30-day window for faulty goods.

If you have any thoughts on this topic, or any other consumer issues you would like us to cover, feel free to get in touch with us at support@resolver.co.uk.