Problems with Debenhams

brinks_2

I wondered if anyone else out there had problems buying over the internet from Debenhams. I bought some jeans in the sale weekend but they posted me a handbag instead of the item I had paid for. They eventually answered my email and have said they no longer have the item.
It wasn't my fault they sent me the wrong item, and when I bought the product it was in stock, so surely they should be duty bound to provide that item to me?
I have found it so difficult to get in touch with Debenhams. Noone answers the phoneline, it puts you in a call waiting system forever and the emails are not responded to until about two days later. It is ridiculous and has put me off shopping at Debenhams ever again.
Has anyone else experienced similar problems, and what have you done about it?

Fit_Like

They are a nightmare!
I ordered quite a few things, which arrived 3 weeks later - no use
They had charged me for an item which was not included
And the same item in the same size twice, when I had ordered 2 differernt sizes.
Then when it came to returning it, I pacakaged it up and took it to the post office - I asked if it would be insured and PO said no the label Deb had provided only covererd the standard (I think £35) the package was over £350!
So Im taking it back to my closest store tomorrow - and if they start anything.....

prudence41

I've been really pleased with my first order from the Debenhams website. I ordered three items on 3 Dec (with the various discounts of course) and today I received the first two items. The items are correct and I think two days is a pretty good delivery turnaround. Ps The third one arrived the following day.

And one more present ticked off the Xmas present list!:j

suzi_69

I would never shop with Debenhams online EVER again!

I've tried several times & all orders were a nightmare!

The first time, they had an offer on for Free Delivery if you spent over £40 - I ordered an item then a few bits to take the order to over £40. Despite the website & email showing everything in stock, they sent the "bits" out & also charged me for the delivery - no explanation on the paperwork!! I had to ring a premium rate number & hold for ages, to find that the main item (most expensive) was out of stock & because my order didn't reach the minimum £40, they were charging ME for delivery!! It was their fault!

Then, the next order was some aftershave for Hubby - they were showing a set, with the shower gel, etc for half price, so I bought it for a present for him. Several days later & no parcel, so I rang them again - only to find out that it was (yet again) "out of stock" - but they couldn't explain why it let me put 20 of them in my basket every day for 3 weeks afterwards - they still claimed not to be able to fulfil the order when I rang them back & that there wasn't any in the warehouse! For such a large organisation, their stock system is really poor.

On the latest order, last month - I nipped online one night & found a Radley handbag down from £80 to £24! Bargain, I thought, so I ordered it along with some shoes & bits - I recieved one parcel, containing the shoes & bits but no mention of the bag - a phonecall later & I was informed that they had another 3 days to get it to me & that it was showing in stock in their warehouse. 5 days later & still no Radley bag, so I rang again, to be told that the delivery date had been put back by a week & it would definitely be with me! I then got an email telling me that the order had been fulfilled in its entirety. Then my account was debited with the money for the Radley Bag! Still no bag! I rang one last time, to be told that it was out of stock & that there was no way they could debit my account, as the system doesn't let them debit it till the stock is allocated at the warehouse & ready to despatch!! I explained that I was looking at my bank account online & it was clearly showing that the amount had been taken (some 3 weeks after the original debit for the shoes, etc). They made me feel like a liar - they also couldn't explain about the confirmation email stating all items had been despatched!! About 5 days later, the amount was mysteriously re-credited to the account! Gutted!! Then I got another email confirming the order had been fulfilled in full!! But still no handbag!! Work that one out!!

And last December, my sister ordered about 15 items from them as she was heavily pregnant at the time & couldn't face going to the shops. Many of the items weren't even in the sale or anything, it was just easier for her to buy them & get them delivered. She got her confirmation email stating everything was in stock then this tiny parcel arrived - she rang them to ask when the rest would arrive, to be told these 2 items were the only items out of her entire order that had been in stock!! They hadn't even bothered to email or write to her to let her know,knowing full well it would be for Xmas presents! I was on crutches at the time & live 60 miles away, so I couldn't help! She had to go out two days before Xmas, with a 3yr old in tow & try & buy it all! It was a nightmare!!

The attitude of their CS staff is totally "couldn't care less" - not even sorry, just "tough luck" when it goes wrong. And before anyone says anything, I don't go on the phone shouting or anything, I'm always really nice to them, but its appalling how they just don't care!

Good luck to everyone shopping with them this Xmas!

windyseddon

debenhams are the pits.

fraoch

My daughter has had problems with Debenhams as well. They took £210 for her order out of her account twice and after 5 weeks of phonecalls she contacted Trading Standards and within a week was paid her money back. Debenhams told the Trading standards office that they were going to pay it back anyway! She did her shopping over the internet as well.

mackeroo

Hi
I have had a mixed service from debenhams online. In the summer i ordered a dress and twice they delevered it to me in the wrong size, i then had problems reclaiming the delivery charge as i wasnt prepared to pay for their problem, i then had a problem with them paying back the money into my account. Despite this i have recently ordered bits and bobs from their home range in the sale over the internet and there were no probs at all.

spora

Yes i ordered an item which they then cancelled my order at they said it was out of stock and they weren't expecting to recieve anymore of that product. Yet everyday since i ordered the item it has been instock. I have just sent an email saying that if they dont send it out i will take mattes further

deeb74

I had a nightmare with Debenhams too. I ordered a dust buster over the phone because the website wouldn't accept my gift card details, abut 3 weeks later I called again to see where it was. They said they'd delivered it but as no-one was home it had been returned to the warehouse. No card to say they'd tried to deliver it or anything. I asked for it to be redelivered as it had obviously been paid for and I wanted my item, the woman was very huffy about it. When it was delivered again I wasn't in, but instead of putting it in a safe place I got a next delivery card through the door (which left me well confused not having ordered anything from next) to say they'd left the item in my dustbin! Luckily no-one got it before me, but total nightmare, won't be going through that again

brightonman123

same here.. i ordered some linen, but just got some dodgy videos instead.. honest officer, they aint mine! ;-)

blossom30

Hi I ordered a convector heater from them recently and everything appeared to be okay ...after 8 days and taking the money from my account they decided to inform me that they made an error and that they didn't have the item in stock. I got my money back and after sitting about all that time waiting for delivery I made a decision never to shop with them online again.shrewdal:mad: