We have had a list up and running with Debenhams for several weeks now. We went there thinking that they are a big retail store with lots of choice and a reasonable reputation. Unfortunately, with only about 15% of our guests having used the list so far, our opinion has been totally altered.

Basically our arguement is with the 'substitution' policy. We knew about this from the outset and it sounded like a good idea. If an item is unavailable for the wedding, an alternative would be substituted.

So, 3 months before the wedding, our first gift is purchased. It is a lovely cut glass item. All seemed well. Unfortunately the online record very rapidly showed it had changed to become 4 glasses and a vase. We thought that there must have been an error - the wedding is not for 3 months yet, why would it have been substituted? Furthermore, why is it back on the list? So a few phone calls and the real detail of the substitution policy become clear. In fact debenhams will go around the local store on the day of order. If the item is not in stock, they immediately try and substitute. There is no attempt to get stock or wait for stock. Immediate substitution - no questions. Now our guest did not like this either. They wanted what they had been led to believe they bought. After an arguement, they took the money back and just handed us the money to buy for ourselves elsewhere. We hoped this would be an isolated incident.

Unfortunately not.

Today the same thing has happened - this time the item was substituted for seven small items. This time it was a pan. How hard can it be to have stock of a pan? But alas they did not have it and one is not allowed to ask questions. Basically debenhams told me "tough luck". I told the guest of this goings on and he too pas fuming. So he was on to debenhams - they were just as rude with the underlying tough luck message.

In all of this another detail transpired. If an item is ordered and not in stock, debenhams will substitute and return the initial item to the list even though they are now fully aware it is not in stock and they have absolutely no intention of ordering it to get it back in stock! So when questioned, the woman basically admitted that if an item was not in stock, it was pot luck whether it would ever be available for our guests.

On top of these major problems, there have been smaller ones. They had several items we wanted which we could not have because they were not on the computer yet and it would not be until march that this was rectified. They failed to recognise the importance of saucepans with handles. They instead referred us to casserole dishes - the woman did not comprehend our problem! In the end, they are simply not able to supply the full set of pots/pans in the right colors. We can get them all - but only in a mixture of colors! Then again today we hear another bad report. One guest went in for an item and was fobbed off with an item without its packaging. She had the choice of that or you cant have one. Like come on guys - wise up!

So in basic conclusion, do not go anywhere near debenhams if your guests place the slightest importance in selecting their own gifts. Debenhams have the terms written up such that they basically can substitute any item for any other on your list. They make no note of stock levels so what you see on the order page is worthless. When you argue about it, they then refer you to a set of terms and conditions and say "tough luck". I would love to get away from them but having sent out invites already with gift list details, this is not feasible. So I recommend that anyone else considering them to only do so as a very last measure. They are not only bad in service but do so at a price premium.

I hope this is helpful to someone.