No-Coffee Machine Left Customer £170 Short

By the Editorial Team · Saturday, August 22, 2026

Lisa Hughes received an air fryer instead of the £170 coffee machine she ordered from Debenhams and faced difficulties resolving the error due to limited customer service options and return label issues. Debenhams ultimately rectified the mistake by sending the correct item via next-day delivery without requiring an immediate return and compensated Hughes with £50, highlighting challenges in third-party fulfillment and customer support.

In June, Lisa Hughes ordered a coffee machine valued at £170 from Debenhams, but upon delivery, she received an air fryer instead. The package was left in her garden three days after the order, prompting Hughes to contact Debenhams customer service to resolve the issue. However, she encountered difficulties reaching a representative and initially received automated responses.

Debenhams informed Hughes that the order had been fulfilled through a third-party logistics provider, requiring her to return the incorrect item to a DPD drop-off location before the correct coffee machine could be dispatched. Hughes noted that she faced additional challenges printing the necessary return label, as she does not have access to a printer, further complicating the process.

The situation has highlighted ongoing customer service concerns at Debenhams, with multiple customers reporting limited avenues for direct communication. The company does not provide a customer service phone number; instead, customers are directed to contact support through online chat, Facebook Messenger, or email.

Following the complaint, Debenhams reviewed Hughes’s case and acknowledged that her experience did not meet the retailer’s service standards. As a result, the company agreed to send the coffee machine through next-day delivery without requiring the immediate return of the air fryer. Additionally, Debenhams issued a £50 goodwill gesture to Ms. Hughes for the inconvenience.

Under the Consumer Rights Act 2015, consumers are entitled to receive goods that correspond with their description or any demonstrated model at the point of purchase. If the products delivered differ from the original order, customers have the right to request a full refund or replacement. In instances where retailers are unresponsive, consumers can pursue a chargeback through their bank or card issuer to reverse the payment, provided they supply proof of purchase and any relevant correspondence.

The case underscores the challenges some customers face when dealing with third-party fulfillment and automated customer service systems, emphasizing the importance of effective communication channels in retail transactions.

This article was reported by synthesizing coverage from multiple independent news outlets to present a balanced, unbiased account. Read about our editorial standards. Spotted an error? Let us know.