Debanhams Rant

shaymenRup

Recently purchased some sunglasses from Debanhams which after two weeks use abroad became faulty (polarised film between lens has bubbled - very obvious/ unsightly)

I sent an email (as i ordered on line) and they suggested i return to a store.

I returned to the store with receipt and salesman immediately said he couldnt do it. I asked for manager, who looked at glasses and said they had been dropped.

I then got angry, but maintained myself. I asked the young upstart on what grounds she was accusing me of lying. She wouldn't say but maintained their refusal. She then stated to resolve the issue that she would send them for independant testing.

I agreed as it obvious to anyone that they are faulty.

I was then called several weeks later and told that there was nothing wrong with the glasses and to return and collect them. Before I could even respond the call was terminated.

Upon returning to collect the glasses, they spent 35 minutes trying to find them, the manager was amazingly not working and there was no sign of an independant report. When finally received and inspected the glasses had been further damaged (arm bent and loose), the case was missing and an amateur attempt to prise the lens had been made.

I've now complained to the store manager.

Its not that the glasses were expensive, they were less than £20.

Did a fair bit of custom with Debanhams but this has put me right off.

marleyboy

I would nt give up, complain to their head office, explian the whole situation to them, I remember as a child my mother bought some mince pies from Debenhams, upon opening them she found a fingernail in one so returned them.

She was first accused of lying and then a manager came and pretty much told her there was nothing they could do (by this time they conveniently lost the fingernail.), it was only a £1 odd pack of pies, but she was told to leave and made to feel humiliated and somehow at fault.

She complained to head office, about a Month later there was a knock at the door, a bloke from head office turned up WITH the very manager who ordered her out, he was holding a huge hamper and forced to apologise to her, offering her this hamper as a token gesture.

Whether he was sacked or not I do not know, but it proved to me that you should never give up fighting for your rights, keep taking it higher up the chain until someone acts on it.

Customer Services

Tel: 08445 616161
[EMAIL="customerrelations@debenhams.com"]customerrelations@debenhams.com[/EMAIL]
Debenhams Head Office and Registered Office

Debenhams plc
1 Welbeck Street
London W1G 0AA
Tel: 020 7408 4444

marleyboy

Which goes to prove if you are getting NO satisfaction from the Store Manager, a quick jolt to the Head Office is generally worth a try, particularly in this case