Wallis Opiniones 

My experience is mixed. I ordered 3 items altogether, a black shawl collar double breasted mid length coat, which I'm disappointed to find is too big. Although I'm somewhere between size 14 and 16, and between 5'3 and 5'4", I took a risk and ordered a size 14, not 16, and thank goodness I did. The sleeves come right down to the bottom of my fingers though, and I don't have short arms... Also, it's too roomy for me, so I had fully intended to return it. After reading these reviews though, (and I'm thankful I did), there's just no way on earth I'll risk having a similar returns experience like the majority of these other customers. Instead, I will have to get the sleeves professionally shortened, which won't be cheap, due to the design. I also bought some wide leg, black trousers in size 16, which apart from needing shortening, are real quality. Beautiful material, although I'd have preferred a little 'give'. They are extremely well made, and a good weight, and a near perfect fit, which I'd say is 'true to size'. I'm very happy with them, and happy to recommend them. The last item, is a blue pure cotton blouse, with 3/4 length sleeves, size 16, which fits quite well, except a bit wide in the hip area, but will be comfortable in the summer to wear around the house. Because I got these items at a greatly discounted price, in the Winter Warm, and Black Friday discounts, and 'New Customer' discount, I still think I've got a real bargain, even though I imagine it will cost quite a bit to have them professionally altered, especially the coat, as it is made from a very thick heavyweight material.
Can I just say I absolutely mourn the loss of these favourite stores, on the high street, and based on the reviews here, concerning getting in touch successfully regarding any problems, and the long wait in receiving refunds, sadly I won't be shopping with Debenhams or Wallis ever again, instead only buying from physical stores, where I can actually try things on, then I know if they are suitable or not.
Lastly, I really feel for the customer service employees, who have to deal with so many negative reviews. Not because the complaints aren't justified, just that it must be quite saddening to know these once fine stores have been reduced to this.

I ordered a number of winter coats. I needed to return several of them. Unfortunately one of them does not come up on the returns portal, so it is not possible to return it. I've been trying for nearly a month to get this sorted out with customer services. There is no phone number. I sent a message on WhatsApp but only got a useless AI bot which didn't help. I did get an email from a customer services agent but this has not rectified the issue. Have waited 3 weeks, so far, for a response...

I sent the other coats that I did not want back, without the unlisted coat, as I could not afford to be charged for them (as others have said, I'm still waiting for the refund even though this was received quite a while back). I hope I am not charged for the coat I am unable to return, as it has now gone beyond the 28 day return window, but there's nothing I can do about this situation...

UPDATE !!!!! 4th March 2026

DO NOT SHOP WITH DEBENHAMS OR WALLIS unless you know you will keep the items.

I have still not received the £50.15 owed to me for the dress I returned even though both Wallis / Debenhams have proof that it was returned

I have submitted all information and still no word from either Wallis or Debenhams as to when I will receive my refund

I think there are so many bad reviews like mine that neither Wallis or Debenhams care. If you care about building your customer service, please respond to my latest email sent to your customer services department today

I returned two dresses in the same package on 3rd Oct 2025 and received email confirmation that BOTH dresses had been returned and my refund would be processed in days. It is now nearly 16 weeks and I have finally received a refund for one dress but not the other dress and ONLY RESPONSE WAS TO SAY I CAN HAVE A GIFT CARD FOR THE REMAINING DRESS. I DO NOT WANT A GIFT CARD, I WANT THE REMAINING £50.15 OWED TO ME RETURNED TO MY BANK ACCOUNT

Wallis and Debenhams customer service is diabolical

If your expecting your order asap , don't count on it ! give it 2 to 3 weeks like you would with Temu as I placed my order in November and still have not received it even though they took the payment straight away.
To make things worse there is no email address or telephone contact details only if you are on Facebook through messenger! utterly disgraceful!if there was a negative rating I would give them that!

worst company in the world- i ordered 3 items of which only one turned up. I returned the one that I received as the size was completely wrong- I had to chase the refund for over 1 month.
I then had to ask for the refund for the other 2 items that did not turn up. After about 10 emails and about 3 months of chasing I finally got the refund. Nobody responds to emails and if they do it is after weeks with no follow up. It is terrible terrible company and caused me a lot of stress

If there was a star for minus, they would have got it. I want to return items, for some reason I am unable to print a label, I've had your email address must be in lower case etc.
No response to WhatsApp/email - when a simple phone call would have sorted it. Why hide!!!!

Hello,

I don't understand what happened to Debenhams, why are you ignoring my query? I've sent the order DUX046180208 back to you, provided tracking proof, you received it 3 weeks ago and just ignored processing the refund. I've read so many negative reviews about debenhams, but couldn't believe it and now I am in the same situation. It feels that your company is a scamming place now, which is very disappointing as I've been shopping with debenhams for nearly 20 years.
I've contacted you via email 19/11/25, today 4/12/25 and still no reply.

If you are scamming your customers and don't issue the refunds I will report and wil find the way to get my money back, but definitely will not shop with you again and will leave negative feedback on all platforms.

I should have known better than to order from them again. Major problems last time with communication and lack of delivery (Evri) impossible to communicate. This time even worse as they were supposed to send me an email with order receipt and delivery details and I have received nitto. Now I suppose I have to waste days trying to get an email back. Note to self NEVER AGAIN. Pile of sh--

ordered a leather jacket from Wallis on the 15thNov 2025 received it okay,but too small, returned it the same day I received it on the 20th Nov 2025 ,then on the 23rd got e-mail to let me know that I will be getting my refund, I did not realise that Wallis sell other companies goods ,so phoned Infinity Leathers ,they said they have refunded money back to Wallis,contacted Wallis by WhatsApp (cannot get to speak to a customer service person )now they are telling me that my return time has exceeded ??? you have up to 28 days ! there is no way it has exceeded !!
They informed me that they will transfer to another agent (pass the buck)still waiting and told me not to send any more messages as this will delay the process? WTF this is absolute terrible service I will not be letting this go its £128 and I want this back.

Sent back 3 dresses bought more for size and style. Took 1 week to send email saying they had it but tracking status said it had been returned 7 days previous to the mail. Email stated refund can take up to 14 days. No refund after 14 days. Contacted to get Ai and no luck with that. Still waiting for refund. Would never, never buy again from Wallis/ Debenhams. Looks like an on going problem the whole of 2025 with 99% of customers feeling the same way. Terrible customer service

I’m afraid it’s the same complaint as everyone else. I returned the goods you have emailed me to say you have them and you are processing my refund. That was over 2 weeks ago and still no refund. Your AI seems now to have stopped working and I cannot get any response from any of your channels. What do I and your other, many, unsatisfied customers have to do to get a response. Oh and a response by a human would be appreciated.

So, what a reply. Wallis scroll down and see how many times you send the exact same reply to your very unhappy customers.

I got an email reply from customerservice at debenhams. co.uk
My refund should be with me by today. GUESS WHAT it’s not here. Let’s see if you will listen to Watch Dog and Trading Standards.

Two of my items were missing a coat and an expensive jumper, virtually impossible to get any response from them. Avoid at all costs! This has been going on for six weeks, will be contacting comsumer rights.

Coast, Wallis or Debenhams. I've had e-mails from all three and it's basically the same group which I will opt not to shop from again. Having ordered some dresses from Coast and some from Wallis I found myself having to return and order a number of different dresses. The sizes were all completely different and didn't match online size guides. On returning parcels this isn't a case of returning all to the website you shopped from but to each of the different brand partners. This resulted in 4 parcels (one order) which I took to the post office at the same time. One of the parcels has clearly gone missing despite me being able to show all 4 receipts so I'm outstanding a refund. I have tried to contact through WhatsApp and messages but just get the bot who says they can't do anything as it's over 30 days (they were returned within the 30 day window). When asking to be put through to an advisor you then wait for days with no response. How else am I supposed to chase a refund which I am now out of pocket for? The whole process of ordering and returning is so overly complicated and you pay for each package returned too. I am fed up of chasing and won't shop from this group anymore, it's simply not worth the hassle.

If i could give 0 stars i would. Ordered days ago for next day delivery................still waiting. Been told to come back after 5/12 if still not received, far too late. And you can't even speak to a human it's infuriating!!!

Wallis used to be so so good on the High Street -do not order from thicompany

I returned 2 jumpers on 6th November because they were too big I still have not been refunded the money for them. Impossible to speak to anyone as no contact number for them !!! Useless!!!

I ordered 2 separate orders the one with Debenhams sent me a gift card refund which I didn’t ask for and not for full amount (short by approx £30.)
I have emailed several times to customer service at both Wallis and Debenhams and still not resolved - this has been going on since October.
Cannot find a number to call.

If I can give 0 stars I would! I have been emailing them and messaging them (SMS and WhatsApp) for the last two weeks about return labels for two items of my order and still is not resolved. When you reply to their email because they request more information (all information was provided multiple times!j, then another ticket is created, leading to further confusion and incompetence. Oh, and not to mention that the items that I have returned, as the return labels were included in the order, I did receive email confirmation of the refund BUT the money is not yet in my bank account 5 days after confirmation. Absolute shambles of a company which by the way is part of Debenhams. Avoid at any cost!

Update 23/11/25
I am not surprised Revecca that the customer service team is dealing with a high volume of emails as each time there is a reply from the customer another ticket is created. Currently I have 4 tickets from Wallis, all of which are in regards with my order - a single order! Multiple that by how many customers you have and the number of emails increase exponentially!

Avoid them at all costs ... I will never use again, which is a shame as I used to love Debenhams/Wallis but there is no way to return items to them.
There is no phone number and trying to return on the returns portal, it is saying that the order number is not recognised, despite me copying and pasting from order.
No response from Whatsapp so left with a top that I don't want.
Avoid .... avoid ... avoid!!!

Absolutely awful. Ordered a top and received a skirt. Had to pay to return this. Can't speak to anyone and took days for someone to reply to a message. It took 3 weeks to get a refund and now they are ignoring my messages regarding the postage refund. I would most definitely avoid this company, shame they used to be so good!!!

Returned an item had email saying they received it on 4th Nov. It is now 21st Nov. And still no refund. I have sent several emails but getting the same thing back refunds take 15 days. I dealt with Wallis UK. In previous years never had any problems. AVOID THIS COMPANY It is now 28th Nov. Still NO refund. I contacted Citizens Advice who advised me to send an official letter which I have giving them 7 days to refund had an email saying it will be in my account in 24 hrs still nothing. £80 is alot of money to an oap I'll let jt be dealt with legally I'm getting nowhere. It is now 7th Dec. Still NO refund. Had an email today asking me to close dispute with Clearpay then they will refund. What a joke as if. Once I get my refund ONLY THEN will I close a dispute