Customers of the online retailer Debenhams are facing significant delays and a lack of communication when trying to secure refunds, with some reporting weeks of frustration and financial distress. Many are struggling to reach the company’s customer service, leading to mounting complaints on social media and concerns about lost money.
The Refund Nightmare: Customers Left in Limbo
The issues range from delayed deliveries and missing items to an inability to process returns, leaving customers feeling trapped and ignored. The company’s reliance on automated responses and a perceived lack of accessible human support is exacerbating the problem.
Lorraine Clark, 57, from Cambridgeshire, experienced a protracted ordeal with an order placed in January.
- She ordered items totalling £381.20, which were expected within four days but took three weeks to arrive.
- During this waiting period, Lorraine attempted to contact Debenhams customer service via Facebook Messenger due to a non-functional tracking link.
- Despite her efforts, she couldn’t connect with a human representative. A chatbot informed her that if the order didn’t arrive by the end of the month, it would be considered lost.
- When the parcel finally arrived, half of the order was missing.
- The clothing was intended for a specific event that had already passed, leaving Lorraine in a difficult position. She wanted to return the items she received but was unsure how to proceed with the missing goods.
- “They haven’t responded about the missing items. I don’t want to return the parcel yet as half of its missing and can’t get a response. They have taken payment for everything. This is going round in circles,” she lamented.
- Adding to her woes, Lorraine had another order of three dresses that arrived on time. However, she was unable to return them because the provided return labels were not working.
- “Honestly this is such a mess and has caused me so much stress, I don’t know what more I can do,” she expressed, highlighting the significant personal toll the situation had taken.
Sophie Chadwick, 36, from Cheshire, encountered a different but equally frustrating refund issue.
- In December, she accidentally ordered two trampolines for her son’s Christmas present in 2025, totalling £124. She soon realised she had ordered one too many and that they were the wrong colour – pink instead of black.
- She subsequently ordered a third trampoline and returned the two incorrect ones on 17 and 19 December, shortly after delivery and well within the return window.
- “Since then, I’ve been trying to contact [Debenhams] via the messaging option, as there’s no phone number and I get the AI agent every time. I provide the info to [the chat bot], it then says my products have been delivered, and can I confirm I’ve returned them. When I do, I get [a message saying the refund period has been exceeded] then silence. And then the next day, it’s back to square one with the AI agent,” Sophie explained.
- She described the experience as “draining and stressful,” adding that she was already busy and the constant need to chase for a refund felt like an unnecessary administrative burden. “It’s more admin to do, and getting stuck in a cycle of sharing the same information over and over again is draining – not to mention the financial aspect,” she stated.
Understanding Consumer Rights
Legal experts clarify that UK consumer law provides robust protections for online shoppers.
- Barbara Neilan, founding partner at Jamieson Law, outlined the key provisions:
- Under UK consumer law, online customers generally have the right to cancel a purchase within 14 days of receiving it.
- Once a retailer receives returned items, a full refund must be issued within 14 days of receipt.
- “If customers are waiting multiple weeks/months for refunds after returning items, or never receiving money back at all, provided Debenhams has received the returned goods and has not refunded within 14 days of receipt, that is likely a breach of the consumer contracts regulations,” Neilan explained.
Faulty Goods and Warranty Woes
The issues extend beyond simple returns, with customers also struggling with faulty products and warranty claims.
Victoria Atwood, 34, from Manchester, faced difficulties with a faulty toaster and kettle set purchased in October 2025, which came with a six-month warranty.
- In December, she reported the toaster was faulty. After receiving no response, she followed up via email and Facebook Messenger in January.
- It took weeks to receive a substantive reply, with Debenhams stating the item needed to be returned and that a courier would collect it.
- However, on the scheduled collection day, no courier appeared.
- “I had been at home all day and no one came to collect it. I asked for another update and if there was a way to escalate my return as it had been over a month since I reported the fault,” she recounted.
- Victoria expressed her deep disappointment: “It’s been really disappointing how difficult it’s been to get a refund. I’ve been shopping with them for years, but my recent experience has made me feel like I wouldn’t want to shop with them again.”
- Following intervention from The i Paper, Debenhams processed a refund for the toaster and kettle and provided a £20 gift voucher as a goodwill gesture.
Neilan commented on the customer service aspect, noting that while UK consumer law doesn’t dictate specific customer service channels (email or chat), a system that hinders meaningful contact could lead to complaints to Trading Standards. “A system that fails to acknowledge returns and systematically delays refunds makes it harder for consumers to enforce legal rights,” she added.
Debenhams’ Response and Business Evolution
A spokesperson for Debenhams acknowledged the issues, stating: “We have now spoken with the customers and resolved the issues. We appreciate that the process took longer than expected and apologise for the inconvenience caused.”
It’s important to note that Debenhams was acquired by Boohoo in 2021 for £55 million after going into administration. The brand now operates exclusively online, having closed all its physical stores. This transition may be contributing to the operational challenges faced by customers.
Concerns about refunds have also surfaced recently among Boohoo customers, with reports of some receiving gift cards as refunds for returns, even when they had paid via other methods.
Rise in Scam Activity
Adding to the customer woes, there has been an increase in fraudulent activity targeting Debenhams customers.
- Some customers are reportedly being contacted by fake social media profiles or receiving phone calls from individuals impersonating Debenhams customer service representatives, aiming to extract personal information.
- Debenhams confirmed its awareness of these impersonation attempts. A spokesperson stated: “We take this issue extremely seriously and regularly report fake accounts to the relevant platforms to support them in the removal of fake accounts as quickly as possible.”
- The company urged customers to exercise caution: “We encourage customers to remain vigilant and interact only with official, verified social media channels and customer service teams. The details and links for ours are clearly outlined on our website and channels.”
- Debenhams advised anyone suspecting contact from a fake account to avoid engagement, block the account, report it to the social media platform, and notify the official Debenhams customer service team immediately via their website.
