I feel that these large department stores, like Debenhams are partly to blame for their failure. Many years ago you; the customer, would go to Debenhams, be welcomed at the door with samples of perfume or the latest products. Every floor would have beautiful displays of products, cheerful assistants would be waiting to help and you, the customer, was made to feel special and important. I always bought something and had a great day out too.
I went to Selfridges in Oxford street, as a special Christmas treat, a few years ago. There was no one at the door, none even spoke to me. I wondered from floor to floor, there were long queues to pay. Assistants, if you could find one were too busy talking amongst themselves. The displays were more like a jumble sale and the place felt they didn't care if you spent your money or not, so I left. I feel many of the high shops including Debenhams have gone this way.
The problem is I can get this sort of treatment from the internet. I get my shopping at my convenience by browsing the goods on offer, can compare prices with other providers, talk to none but have a ' chat' assistant if needed, no car parking fees, no queues and its delivered to my door.
Very sterile way of shopping but its cheaper and less hassle. If these stores cannot provide a good customer service, then they are bound for failure, much to my sadness as yet another experience becomes a memory.