Warning - Debenhams Return to Concession Nightmare

splatt30

Just a warning, and to get frustration off my chest before trying to be polite on telephone again!!

I bought a top from the Wallis concession at Debenhams Oxford Street whilst on a day trip for my birthday at the end of March. Decided it wasn't for me took it to my local Debenhams at Cambridge, 3 weeks later. They don't have a Wallis concession so said they couldn't return it. However, they took it from me, photocopied my receipt, took all my details, and said they would send it to the Oxford Street store and they would refund my Debenhams card.

That was 4 weeks ago, and I have yet to see my refund. I am now being charged interest on said Debenhams store card (I ALWAYS pay it off in full but because I was expecting this to be refunded before the bill due date paid it off minus this purchase). I've left 4 messages for the chap who was dealing with in in Cambridge, all of which were unreturned. I finally tracked him done today because he answered the phone, only to tell me it was now out of his hands because he'd been able to prove that Oxford Street store received the item.

I've called Wallis concession at Oxford Street and am awaiting a manager to call me back.

I know they didn't HAVE to give a refund, but they said they would. Now I am without the item of clothing, and the £35 and the interest which I'm sure is increasingly daily on hideously expensive store card I normally pay of in full (I have an aversion to interest). And worst of all they seem to have been avoiding me and not returning my calls. I am getting very irritated by whole situation. GGGRRRGGHHHHHHHH!!!!!!

sujman

I was midly annoyed when returning items at Deb-dubs that were bought from concession stands.

They are happy for you to buy all the items at the same time from a main till, but to return stuff, you have to go to each individual consession stand that you originally purchased from. Took us half a day to return a batch of items!

But, at the end of the day, they took the returns even though they didn't 'have' to.

splatt30

Just to say the lady at the Oxford store concession called to say that had only become aware of this situation today (???!!!!!!) and had JUST (?!!!!!) found said item, and were refunding the card. She wouldn't do anything about the interest which had built up because of their mistake. Am going to try card services tomorrow. I've had the card for must be 8 years and never missed payment/been late before so maybe they'll waive interest in view of it being their error. Its not alot but it's a priniciple at stake!

amanda6

I've had the same problem, they tried to refuse to accept the return as they didn't have the concession in that store - until I pointed out it said 'return to your local Debenhams store' on my invoice, no mention of a store with that particular concession. Then it was phone calls and photocopies, I was there about 45 mins to return one item.

I now print their returns label off their website and return via Royal Mail. http://www.debenhams.com/webapp/wcs/stores/servlet/category_10001_10001_18723_-1#Return%20Policy%20&%20Process

I was quite happy to use my petrol to return in store if they hadn't made it so difficult, so now they can pay the return postage costs.

nuttygirl1

sujman - I think you will find that while the concessions are happy for debenhams staff to sell their stuff they won't let debenhams return their items - so its not the debenhams staff being funny