DBZ-Store Reviews 463

I have had a terrible experience with DBZ.
I bought a freezer from them, however, because it was badly packaged, it arrived damaged.
There is no way to speak live to a real person or even have a live chat.
I then had to have a prolonged email discussion with them when it took about 2 weeks to reply to each message.
They suggested things like wrapping it up and taking it to a parcel shop! I could even carry it!
They then said that They would pick up the freezer but I had to stay in all day for the collection! Eventually they agreed to a 2 hour window.

Then it took more weeks for a credit to be issued and was told that it would be by transfer back to my original payment method.
Still. All I received after a month is a £5 Debemhams gift card only usable on their website!

They just don't care!

Poor Quality, appalling service!
I purchased a hard shell suitcase via Debenhams and the wheel broke off on the first time I used the case. They would not refund me quoting not covered under warranty due to user error!! Would not even reply when I asked them to explain user error! Appalling quality, even worse service!

Didn’t receive item on time, returned and still haven’t received refund! Emailed company and had no response

Avoid at all costs – zero customer service

Order number: DUX043913157
"40cm W x 120cm H Gold Arch Wall-Mounted Full Length Mirror"

I am absolutely furious with Debenhams. I ordered a mirror which arrived cracked. Fair enough, these things can happen, but what followed has been beyond unacceptable.

There is no phone number, no email, no real support of any kind. You are forced into WhatsApp, Messenger or text message “support,” which is nothing but bots sending you in circles. I’ve tried all three, at different times of day, and every time I was promised I’d be connected to a rep. Not once did that happen. I’ve been left ignored for hours and then completely abandoned.

This is not customer service. This is a deliberate setup to make it as hard as possible for customers to get refunds or replacements. I now have a broken product sitting in my home, money taken from my account, and no way to get a response.

Under the Consumer Rights Act 2015, I am entitled to a refund or replacement for faulty goods — Debenhams/Boohoo are ignoring these legal obligations.

For anyone thinking of buying from Debenhams online (or Boohoo): don’t. If your item arrives damaged (which judging by these reviews is common), you’ll be left fighting a bot with no way out.
I will never order from them again.

Thieves dishonest and should be shut down.

I bought Moshulu sandals from Debenhams, who use DBZ.
I returned faulty sandals to Debenhams on 2 August.

On 13 August I got an email "your refund is on its way."
Now 27 August, 2 weeks later, NO REFUND!

In my 80s, I do not use any social media so I emailed Debenhams customer services....
Still NO REPLY 3 days later.
Won't be buying from Debenhams again.

One star only because l have to.
DBZ are an absolute nightmare,
I ordered a dress 24th July,
Received it on 4th Aug,
Returned it on 4th Aug
Refund was processed 14th Aug
STILL WAITING for it 27th Aug.
Getting a refund, or talking to anyone from the company is a nightmare.
I will definitely NEVER use this company again and l would advise looking at all reviews before ordering, l just wish l had checked before ordering

UPDATE 1st Sept.
My refund has finally arrived back in my account.
I can safely say that is the last time l will order anything from DBZ.

Shopping from Debenhams is a NIGHTMARE!!! The customer service is POOR. They barely have staff and mostly use Ai. Those machines are programmed to give you same answers every time even when you ask entirely different questions. Getting back your refunds is like a “cow passing through a needle eye” and most times you end up without your refund. If you want to waste your money, then go ahead and shop with them, for me, I’ve lost so much money on this website that il never buy from there ever again 👎🏽 👎🏽

Cheap quality I definitely overpaid did not fit my Jeep
They matched the theme to My dragon Ball ZG but I will definitely be switching to something else

Not worth 50 bucks at all and it took almost a month and a half to 2 months to receive the item

I ordered T shirt from this store I never received. I even put a complain and no one ever answered me back. This is ridiculous and not serious at all.

The Clothes came in good condition but arrived about a week after the predicted delivery date

Everything was exactly what I wanted.

Update 26/08/2025 - I have now received a full refund (from an order of 6/7/2025). I am relieved, but will think twice about ordering again. I checked my card account this morning and payment had been received - though not notification at all from DBZ.(My original review follows this update)
I ordered 2 Jackets from DBZ - supposedly from a partner company on 6/7/25. They arrived quickly, but both were much too big, so both were returned as instructed by Evri.
Evri say they are lost in transit (now over a month since returning), both DBZ & Brakeburn (the partner co.) said they would repay me the money. But neither company has. I've looked at reviews and now see that both companies have a poor record with returns and refunds. Very disappointed and still trying to achieve a settlement.

Twice i have placed an order (both over £200) , the money has been taken from my account only to be cancelled as item is 'out of stock' Then why take my money in the first place. It takes weeks for a refund. It's clearly a scam.

Terrible customer service, egg chair broke after a couple weeks and all they have done is stalled and now ignore any emails. Will never use again and will get my card issuer to recover funds. Avoid like the plague.

The jumper sizing we bought for our son was smaller than it's advertised and of a bad quality for an $80.
They could have suggest the customers to go 2 sizes above.
The jumper material rough and itchy on the inside garment and shrunk after 1 wash, could only wore it once and that's it.
A $20 Kmart kids clothes is still on a better quality than this.
Gave 2 stars because at least we got the item and the picture or colour as advertised.

They made the shoes EXACTLY how they looked on the photo. And they looked even better in person. I think my other half will keep these as a collectors item.

I had to leave the country and thus wanted to cancel the order but I never could cancel it. Now I don’t know where you guys have delivered this order despite me trying to cancel the order/change the shipping address to a relative.

As described and really good quality

Item returned a month ago no refund No response after several e mails (7) disgusting customer care