Debenhams gift receipts

Poppy9

I bought loads of Xmas pressies in Debenhams on their 20/25% off special days. I obtained gift receipts to give with the presents so they could exchange if not happy. I thought this enable the person to return the goods and exchange for something else to the value of the price I paid.

However when one of my friends returned a top she was told she could :

1. Only have goods to the value of the reduced sale price of the top - I paid £30 now selling for £9
2. Have to exchange there and then as they no longer issue gift cards.

I was also told when returning a faulty item without a receipt, though it was clearly labelled as a Debenhams own brand that I could only exchange to the sale value and I could not have a gift card instead. They said they had changed the rules in Sept 2005.

I know under consumer law that whatever refund/exchange policy they have regarding goods that you have simply changed your mind on is at their discretion, but I wish I had been told at the time of purchase. I will no longer be buying presents there as it such a hassle if they are unsuitable.

With regard to fault goods I had to ask to see store manager to explain my rights under consumer law regarding goods that were not fit for the purpose. The were shoes which were worn but had split along a seam. Assistant tried to fob me off with dept. manager so I got my mobile out and asked for the store number as I would ring and speak to the manager. Suddenly I had my refund!

Swattie

Your friend is entitled to a refund or an exchange or a gift card (whichever she prefers) to the value of the price that you paid.

If the item is sold for 50% or less than the original price then Debs will only allow an exchange not a refund or credit note - it sounds like they are applying this rule as they are trying to get away with offering the sale price.

You could always send your friend the receipts (keep a copy) but this does defeat the object of a gift receipt.

I would contact Debenhams Head Office and complain about the treatment you and your friend have received and also what the stores are trying to get away with.

Don't let them get away with this - it is shocking treatment