Debenhams farce

kittycatsam

Hi
I ordered a Hetty vaccuum cleaner on Monday 14/09 from Debenhams because I had codes to make it the cheapest from there. On Wednesday I received an email to advise it had been sent to the courier but on closer inspection of the email they had sent it to my old address which I had deleted from their system and actually moved twice since. I had ticked a box for it to come to my billing address anyway which they had correct.

I rang their CS and was advised there was nothing they could do. Not even ask the courier to cancel it. I would have to wait 10 working days and then they would investigate and decide wether I would get a refund. I sent a really angry email to head office and received a reply stating that only when the hoover is back in their warehouse will I get a refund, it was as though they hadn't even read my email!!! Grrr!

Anyway, according to the courier log it was signed for on Thursday so it's hardly likely to get returned to the warehouse now is it?! I have demanded my money back as they know I have not received the goods and they are refusing to budge. I can't go and turn up at my old address as I don't have a car and that seems beside the point anyway as they admitted it was their error with systems and it's happened lots of times before.

Does anybody know what my rights are here?
Thanks very much

Ivory_Tinkler

Presumably you have a confirmation that they sent to you when you made the order and this shows the correct address details? If this is the case, then forward this to them, point out that it is their error that they have despatched incorrectly and request a replacement. If they are at fault it really isn't right that you should have to wait around while they sort it out. It is up to them to retrieve it from the incorrect address but to make sure that your order is fulfilled as soon as possible.