Debenhams - returns

KEZ

Hi I am looking for advice

I recently bought a top from Debs £35.00 worn once, washed, went to iron it today nice hole in the middle of it, took it back today and was told

Sorry cant exchange even with a reciept, I will send it back to head office for them for analysis, they will determine if there is a flaw in the material.

Whoosh - not very happy, I have to wait 4 weeks before they grace me with a descision as to whether I can exhange or refund goods.

Question

Can they do this?

Is there anything under the sale of goods act, not fit for purpose, can they get away with this.

Do you find this great customer service?? - wait for weeks and we might exchange for you.

As a consumer and also in retail I treat and would expect to be treated different by all means test the fabric for flaws, but dont leave a consumer waiting 4 weeks while you do it, - How Very rude, and what is even more infuriating 'its company policy' is all you get. How about Consumer Rights

Any guidance with this is appreciated because I will complain to Debs and may even take my shopping else where!

isplumm

Hi,

If you have receipt, demand money back .... don't leave till you've got it!!!

Mark

dmg24

isplumm wrote: »

Hi,

If you have receipt, demand money back .... don't leave till you've got it!!!

Mark

What if it was the customer that had made the hole?

sporedude

isplumm wrote: »

Hi,

If you have receipt, demand money back .... don't leave till you've got it!!!

Mark

Yes, Very smart thing to do :rolleyes:

Also the damage could have been done by the customer, Who knows.

DaisyFlower

Sounds like good practice to me. Lots of people buy clothes, wear them to their night out, wedding etc and then return them as "faulty". Shops need to protect themselves.

sarahg1969

Oh no.Are Debenhams notoriously difficult when returning faulty goods? I have a dress that I've worn once and it has fallen apart. It's chiffon and has come away all the way round where it's stitched and half the sequins have fallen off. I'm hoping it will be a simple matter to return it.

isplumm

"Sounds like good practice to me. Lots of people buy clothes, wear them to their night out, wedding etc and then return them as "faulty". Shops need to protect themselves. " (DaisyFlower)

Ah yes ... but how many discover hole in them ... & take back ...

Anyway .... my attitude would have been ... I didn't create the hole .... lets take back & get refund .... I would not have been happy if they said, well we will send away & come back in 4 weeks ....

Mark

sporedude

Probably only difficult due to the fact many people tear or rip things then take it back as faulty. Not really the shops fault.

missymugwump

I do think they should have a member of management in store who is authorised & trained to make the decision there and then
It is very unfair if it is a genuine fault to make you wait so long and be out of pocket for weeks

I wonder if this is a new policy to prevent confrontation in store ?
Sounds odd

A bank/card statement is sufficient as proof even if you have lost the receipt

Refusing to refund faulty goods is a breach of the Sale Of Goods Act

Do let us know i'm intrigued as to what their official reply is because if this is new policy they should disclose it to the public

geri1965_2

It's hard to imagine how a hole in the middle of a top can have just developed, if it wasn't there when you bought it. I would have thought the most likely scanario was that it got snagged on something in the washing machine.

missymugwump

Reasons hmmm

Lazy asst putting security tag in daft place

Previous customer trying it with snaggy jewellery on

OP was in a rush when bought it & didn't notice but the washing process made it more evident

Heavily patterned top so not as obvious on cursory glance

Slub or deffect in fabric from manufacture

I have been in Retail for 26 years and you would be surprised at what suppliers try to pass off !

I guess the scammers are spoiling it for the genuine as usual