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Debenhams

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I would like to vent about Debenhams.

On 5th January 09 I decided to buy some underwear from their website, I looked through loads and foudn some that was in stock, my size and at a decent price. I ordered 5 items and the money was taken straight away. I checked up online the delivery policy and it said for fashion items it takes about 5 days.

On 9th January 09 I received an email stating that my items had been dispatched, I thought this would mean my goods would arrive within 5 days. I was wrong!! On the 16th January I still hadn't received my order and was wondering when it might arrive. I decided to email the customer services to see if they could enlighten me, I received an automatic response telling me that they would look into it and get back to me within 5 days.

21st January I receive a reply stating:
"Due to high demand we are now out of stock of the items listed below.
Please accept our apologies. We hope this isn't too inconvenient for you."

4 out of my 5 items were listed as being out of stock.
"However, we are waiting for new stock of the items listed below. These
items have been reserved for you and we will send them to you as soon
as we receive them from our supplier. We hope this is convenient for
you."

The only thing left was some shorts which were meant to be part of a set, they were meant to be in stock in 2-3 working days.

I emailed them straight back saying that I found this unacceptable, especially as they had already taken my money and had made no effort to contact me before I had made contact. I asked them to explain how they could take the money before knowing if they could actually fulfil the order and why they had emailed to say the items had been dispatched. I also asked them what they intended to do about this, as in their email they had only told me the items were out of stock and not what would happen next. Again an automated resonse let me know that they would look into it and i would hear from them within 5 days ( I was begining to feel a theme).

25th January 09 I receive an email address DEAR MR ..... this I felt was a dig as they knew I was female in previous email.
"We would like to confirm that a refund has been generated to the card
you used when placing your order. Please allow 7 working days for this
refund to show on your personal records."

No explanations as to why they had sent me an email stating it had been dispatched and then waited for me to contact them before letting me know the items were no longer in stock. I am fed up, I waited until today (11 days since they emailed me) to see if my shorts would turn up but they didn't so I have emailed them to cancel my order and ask for the rest of my money to be refunded. I have received an automated reply to say they will look into it and get back to me within 2 days. :mad:

The only good thing is their response time has come down.:rolleyes:

Vent over;)

Comments

  • hollydays
    hollydays Posts: 19,812 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    Pretty appalling service , I think your reference to a "dig" is a bit baffling.
  • I just meant that it seemed funny that they knew I was female in their first response to me but once I emailed back to complain about how I was being treated and asked for them to explain, they then addressed me as MR. It felt like it was on purpose- it might not have been but thats what I felt.
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