Deichmann Reviews 582

Went to collect my click and collect in store today only to discover for some bizzar reason you need photo ID to collect, really! For slippers! In all my years of online orders and click and collect I have never ever been asked for photo ID . It's not alcohol or something really expensive but 2 pairs of slippers . I obviously had no ID with me only my confirmation order email . ALSO I BELIEVE YOU DONT ACCEPT A DIGITAL FORM OF ID ON A PHONE ONLY A HARD COPY . ANYONE WOULD THINK IT WAS FORT KNOX ! What if someone dosent have photo ID OR CARRY A PHYSICAL WALLET. Well I will cancel order and not shop here again .

I was served by Mitch in the Bournemouth store yesterday & he was very helpful. He found me a selection of various boots of the type that I wanted. He was very patient & really helpful. I was trying to replace some fantastic cheap black lace up boots that I have been wearing every winter since about 2018 & the heels are now very worn. I bought them because they were so comfortable & they still are. I have now got 2 new pairs of boots at a fantastic price of £49 for the both & hope they last as long.

Misleading and very poor service. We picked up slippers clearly marked at 50% off, but at checkout were told the barcode didn’t work and the item was “no longer on promotion.” Staff admitted they hadn’t been informed by management, yet multiple boxes were still on display at the offer price. No apology was given, and the issue was avoided rather than resolved. Customer service never followed up. This feels misleading and unethical. Avoid.

I had gone to the Eastbourne store to pick up a Click and Collect order. The first thing the sales assistant asked was did I have photo ID? When I said no (the email just said bring ID and the order number), the assistant took great delight in telling me that she could not get my order, as I had no photo ID.
The Manager was at the till and was listening to the conversation and he reiterated that unless I had photo ID, he couldn't help. I suggested using my Facebook profile picture for ID, to which he said in a patronising, condescending way that "You wouldn't apply for a passport using Facebook would you?!"
He also said "If you go to a nightclub you have to have photo ID" to which I said I wouldn't know as I am 60!
Another sales assistant appeared and I got the impression they were enjoying ganging up on me, until my husband appeared and then they backed off a bit.
I explained I hardly ever go to Eastbourne and it was very inconvenient for me to have to go back again. One of the assistants said she wasn't prepared to lose her job over the matter!
There was no flexibility, no empathy, no nothing. It was 'computer says no!'
Why does your collection email not say photo ID is required and why couldn't your staff have shown a degree of common sense? Absolutely awful service!

I purchased a click and collect 2 weeks ago. Staff in the shop are great however its the online customer services letting me down.

On the 3rd call today so far at 11:38 and still unable to get through to anyone. My order still hasn't been delivered and Deichmann don't seem to be doing anything about it.

Was extremely fast best delivery ive experinced in a verh long while and staff are extremly helpful will highly reccomend

Bought 2 pairs closed back slippers..put them on seemed comfy.Took them off and socks were covered in grey fur so had to bin my socks as too much on them..never again..order no 600239902

Ordered boots online for click and collect at BEACON SHOPPING CENTRE EASTBOURNE BRANCH, on arrival at store for collection MANAGER named (ANDY)a gentlemen, was extremley rude to me ,showed him the order on phone for pick up plus the bank card I paid with,he then rudely said I want photo .I.d ., I explained polite that I do not have photo I.d he said well you cant have them in a rude tone ,i explained i don't have drIving license or passport don't own any photo i.d. he again said you cant have them then and i.d.means a photo.
I then checked web site site on mobile while still in the store, showed him that no where does it in anyway that say PHOTO id is needed ,he was still being rude and said well i want photo id and then said well head office say so ,dont care what it says there, i said had it said photo id i would not have ordered from them( Which it doesn't) This is disgusting service, he then walked off still being rude to me.Been going to this branch for a good few years ,never had this appalling service until being served by the manager of this branch today.
Won't be leaving at this, speaking to trading standards .

Another member of staff agreed that he was very rude and couldnt see the problem with me collecting my order as I have done many times before.
I did not receive my order and have now got to wait for refund. Its no wonder stores are shutting down with such rude staff and a very poor example for a manager to set other staff,absolutely disgusted.

Went to the store to do a click and collect only to find out that my parcel was left in a public place and has been stolen. I have for 4 days attempted to ring diechmann on the phone and no reply. I have also sent 2 emails and had no response. I thought the click and collect service would be stress free. In my case it has not. Can someone please contact me..

Edit 5th Dec 25
Shortly after this review was posted I recieved an email stating that I would be refunded and an additional £15 would be given as a good will gesture. Thank you

Unfortunately, I couldn’t reach them on their phone, but they are easy to reach via Instagram. I ordered a pair of shoes, and the price has gone down further by 25%. They honoured the sale price and issued me the difference in refund . Great service, thank you guys!!

Had issues with getting a refund but as soon as it arrived on Jack's desk he sorted it very quickly and the refund is in my account. Perhaps promote Jack to shop manager.

UPDATE Customer service replied to email very quickly. Thank you.

Tried ringing the customer service number & after the music stops & you think your call is being answered, you get a ring tone.
Do you hold in the hope someone picks up or is it an engaged tone ? Who knows, but it’s frustrating & maybe DEICHMANN should consider adding ‘you are in a queue & your call will be answered as soon as someone is available’. That message might be annoying but at least we’d know if it’s worth staying on the line.

Store 123
Transactio 169
Till 2 customer advisor called Arun his a brilliant worker very friendly and offering other facilities like join the App for discounts and offers also he offered me to get my shoes sprayed for a small price where the shoes wont get stained etc. which was so brilliant as i didnt know the shop offered this service. Arun was a very good worker and gave proper customer service and we need more workers like Arun. Please promote him he is a star for doing his job the right way. He is customer focused cheerful friendly and makes shopping a great experience he is amazing. Please promote this worker he desrves this for his extra support to customers..

From Taz

Marie was very helpful and friendly during visit to the East kilbride? Very disappointed to hear the East Kilbride shop is closing in December which is only one in our area which I won't be able to use after December

I am writing to formally raise a serious concern regarding a transaction at your Bromley store today at 1:05 PM UK time.

My wife paid with two £50 notes and received £0.01 change.
After questioning this, I spoke with Olivia and her manager Monica.
The police attended the store but stated they could not verify the notes without confirmation from staff.

Following this, my wife returned the shoes, and you refunded £70, leaving us £30 short. This is not about the amount—it is about the integrity and ethics of your store’s handling of customers. The situation raises serious concerns about transparency and trust.
I will escalate this matter to Consumer Protection and pursue all available channels to ensure accountability.

The staff in the shops have been lovely but do NOT buy the Graceland school shoes ! Not fit for purpose and not healthy for children’s feet, within two weeks the kids are walking on the square imprints of the sole and all cushioning had dissolved.
Disappointing

Its a joke to put your prices up right before black friday ordered shoes for 27.99 but got the wrong size and now 2 days later the same shoes 35.99 😀

I bought some winter boots online for a click and collect at my local deichmann store, it had gone 4 days and I still had not received a confirmation that it was delivered at the store, I rang the customer service number but it kept on ringing and no one was there to answer I sent them an email and they emailed back after 48hrs as mentioned they said they had a glitch on their system and people who ordered on that date the orders were not processed however they said they they have sorted it out and posted the item via evri, I got tracking details from evri and evri failed to post it too, however I rang evri today and they said they have posted today but when I rang the store they said they haven't received anything from evri, I rang deichmann customer service they again no body is answering I am left in a loop this is just getting RIDICULOUS very bad customer service from deichmann and from evri

I’m writing to share a disappointing experience my family and I had at your Westfield London store today.

We were in the store for over 20 minutes trying to find a pair of shoes in my daughter’s size but couldn’t locate them. I looked around for assistance and saw two members of staff helping another customer. I approached them and said, “Sorry, we can’t find the size we’re looking for. Could someone please help?” One of the staff members — a pretty and young woman of East Asian appearance — kindly came with me.

However, as soon she saw two other women close to my family she said she needed to help them first because they had been there before us, and went straight to them. The two women declined her help, saying they didn’t need assistance. This was surprising, as we had been in the store for quite some time, while those customers had only just arrived. From where the staff member was standing earlier, she wouldn’t have been able to see who had been waiting longer.

When she returned to us, I asked if she wanted to look around to pick another customer to help instead. The whole experience left us feeling disappointed and uncomfortable.

I can’t help but wonder if this was just an unfortunate coincidence, or if there’s an unconscious bias at play — the customer she and her colleague were initially helping was white, as were the two women she chose to prioritise over us. It’s disheartening to feel that we might have been overlooked for such a reason. Is there white people to be served first policy? Or staff can pick which customer to help rather than helping the ones whose asking for help?