Problems with Debenhams

pocketpolly

I read in either the times or observer yesterday ( can't remember which) that they might be about to have business problems so i would stay well clear

All_eBayed_Out

This has reminded me of last year when Debenhams sent me jewellery instead of clothes I had ordered from the sale. It was co-incidential that the jewellery was exactly the same price, making it seem like they were picking any item with the same cost, and the item of clothing I wanted being out of stock, maybe they couldnt be bothered to refund? Im never shopping with them again as its such hassle. Getting a refund was slow.

ThinkingOfLinking

No wonder Debenhams are probably going under this year....

funkyfreddy9k

Flickering_Ember wrote: »

No wonder Debenhams are probably going under this year....

shares are up 13% so far today. results tomorrow are now expected to be quite positive as it seems debs have performed well over xmas compared to M&S. Debenhams arent going nowhere.

OwtForNowt

Im not happy.

Ordered some stuff last week ( 10 items ), got an email today saying 8 of the 10 items have been cancled, i go onto the website to see that all 8 items they have cancled are still showing as in stock.

yorkschick

Hi folks, first time poster.
I placed an online order with Debenhams on the 19/11/2011, full price was deducted from my bank account instantly, received receipt of order email then received order in process email a few hours later. on Monday 21/11/2011 received an email saying they are unable to fulfill part of the order. I phoned them to explain what would happen with my order now as i had been charged for the "unavailable" item. I was informed that i had not been charged for this but i was able to produce emails and bank details proving that i had. I was then informed that i would be refunded within 5 days and if the refund hadnt happened then to phone them and it would be done instantly, so why cant they refund instantly at the start? i then told them i wanted to cancel the entire order as i was not happy with their procedures only to be informed that i had half an hour to cancel the order after i placed and paid for it. Even though distance selling regulations state that i should have at least 7 days cooling off period. I was told to refuse the parcel with the other items in and a refund would be issued within 5 days! Not good practice in my eyes. To top it off i then looked on the Debenhams website and it stated that the item they say they cannot fulfill is still in stock! Another phone call, only to be told to contact head office. AVOID this company at all costs!!

Always_after_a_bargin

yorkschick wrote: »

Hi folks, first time poster.
I placed an online order with Debenhams on the 19/11/2011, full price was deducted from my bank account instantly, received receipt of order email then received order in process email a few hours later. on Monday 21/11/2011 received an email saying they are unable to fulfill part of the order. I phoned them to explain what would happen with my order now as i had been charged for the "unavailable" item. I was informed that i had not been charged for this but i was able to produce emails and bank details proving that i had. I was then informed that i would be refunded within 5 days and if the refund hadnt happened then to phone them and it would be done instantly, so why cant they refund instantly at the start? i then told them i wanted to cancel the entire order as i was not happy with their procedures only to be informed that i had half an hour to cancel the order after i placed and paid for it. Even though distance selling regulations state that i should have at least 7 days cooling off period. I was told to refuse the parcel with the other items in and a refund would be issued within 5 days! Not good practice in my eyes. To top it off i then looked on the Debenhams website and it stated that the item they say they cannot fulfill is still in stock! Another phone call, only to be told to contact head office. AVOID this company at all costs!!

Totally agree with you, I have had nothing but nightmares with them. I ordered a bag reduced from 45 quid to 28 quid , i used codes. Plus the matching purse 20 quid reduced to 14. I recieved the purse within five days but they informed me the bag was out of stock but they were trying to locate stock within the stores so i informed them that obviously without the bag i wont be keeping the purse as they were christmas presents to my sister in law. I then had a dispatched e mail for the bag on 11 th November, The orginal order was placed 2 November. I was pleased that eventually they managed to locate stock of the bag even though in the beginning i was mad because how did i manage to buy the bag online if there was no stock. Anyway still waiting for it, Its been 10 days since the dispatched e mail. Rung them today told them i want a refund but i cant send back the purse as i took the tags off and wrapped it up already because i thought with the dispatched e mail i was safe in the knowledge i would recieve the bag. I am fuming with them. Okay i had a bargin with what i paid but the service i have recieved has been awful. 3 phone calls later and i am still waiting for a refund. They told me it will take 72 hours max for someone to investigate where the parcel as gone and i cant get a refund till then. I wont order from them again. They also took payment instantly and not when they supposed to which is on dispatch. :mad:

tkb12uk

Always_after_a_bargin wrote: »

Totally agree with you, I have had nothing but nightmares with them. I ordered a bag reduced from 45 quid to 28 quid , i used codes. Plus the matching purse 20 quid reduced to 14. I recieved the purse within five days but they informed me the bag was out of stock but they were trying to locate stock within the stores so i informed them that obviously without the bag i wont be keeping the purse as they were christmas presents to my sister in law. I then had a dispatched e mail for the bag on 11 th November, The orginal order was placed 2 November. I was pleased that eventually they managed to locate stock of the bag even though in the beginning i was mad because how did i manage to buy the bag online if there was no stock. Anyway still waiting for it, Its been 10 days since the dispatched e mail. Rung them today told them i want a refund but i cant send back the purse as i took the tags off and wrapped it up already because i thought with the dispatched e mail i was safe in the knowledge i would recieve the bag. I am fuming with them. Okay i had a bargin with what i paid but the service i have recieved has been awful. 3 phone calls later and i am still waiting for a refund. They told me it will take 72 hours max for someone to investigate where the parcel as gone and i cant get a refund till then. I wont order from them again. They also took payment instantly and not when they supposed to which is on dispatch. :mad:

Hi, I've had the same problem too with being told that the items I ordered during the weekend sale were out of stock, only to see a day later, when the sale has finished, that the items are well and truly in stock and being sold at FULL PRICE. Funny that.

So unimpressed, particularly as I was urged, repeatedly, by the customer service advisor to try my local store - which I said, repeatedly, as the only reason I was buying from Debenhams was the fact they had a sale on!!!

I will not trust the Debenhams on-line sale again, once bitten....

scrummy-mummy

I ordered Christmas chocolates for the staff at my daughter's nursery last year. 6 large boxes of thorntons and used the discount codes posted here.

The order arrived and 3 boxes were out of date and the other 3 boxes expired before christmas (and it was a Christmas Gift Box - duh). So as suggested, i returned the entire order using a prepaid label they dispatched to me (after they promised to refund the order in full as per distance selling regs).

And then...

They refused to refund 3 of the boxes because they were 'out of date'. Figure that one out!!!!

Many many phonecalls and hours on hold later and repeated posts on their facebook and twitter pages and after threats to report them to trading standards they eventually refunded my card after 3 WEEKS!!!!

Never again.