Debenhams Sale and Refund Policy

ellies_angel

I went into the sales on the 27th. Debehhams was really busy and seemed to be quite short staffed. I found a top which I had been thinking about buying at half price. Went along to the changing room to try it on but there was no attendance so went up to the cash desk to pay. Made a comment about how busy, no-one at the changing room, assistant agreed with me, paid and left. Came home tried it on and it didn't fit. Looked like I had a pillow stuffed down the front :rolleyes:

Went in on the 29th, exchanged a couple of xmas pressies for other half and his mother in law and then handed my top over explaining it didn't fit. I went to hand her my switch card so she could put the refund back onto it to be told, they don't give refunds on sale goods with a discount of 50% and over. :mad: I told her this was the first I knew of this policy. I knew that they did it on higher discounted products because I had been told at the time of paying that I wouldn't get a refund but not for something half price. I explained I had been unable to try it on as there wasn't anyone manning the changing rooms. The supervisor then came over and told me that the changing rooms were open. I said, I didn't say they were closed, I said they weren't manned so couldn't use them. She asked me which ones so I pointed to the ones on that floor (I should have tried the ones on the other floor) I explained that I hadn't been told this by the assistant when I went to pay and I had mentioned the fact that I hadn't been able to try it on. She said its written on the receipt. :rolleyes:that thing you get AFTER you have paid.

Now I am aware that shops don't have to give you a refund (before anyone decided to enlitten me on that fact) but I had never previously had any problems returning something to Debenhams. If a shop has a no refund policy I would make sure I had the opportunity to try it on or if it was for someone else, just choose not to buy it.

I was spoken to in a horrible way. The assistant who initially served me was lovely listened and was helpful as much as she could be. The supervisor, something else.

It makes me think twice about shopping in Debenhams again in the future

hothothot_3

as long as it has a size label, and changing room they dont have to refund it. Only if it is damaged or not fit for purpose. you are both in the wrong - her for the 50% stuff (you dont lose your staturory rights just because its a sale item) and yourself to think your entitled to a refund based on choosing incorrect size. even though they should have better customer service skills, maybe try another cashier rather than slating the whole of debenhams?

cheapscate

hothothot wrote: »

maybe try another cashier rather than slating the whole of debenhams?

the op's main complaint appears to be a 'Debenham's policy' whereby you cannot get a refund on goods discounted at 50% or more and that it was not made obvious to her at the time - therefore her vent is about Debenhams as a whole - her secondary complaint was the way she was treated.

bromleymum

This policy has been in Debenhams for quite a while now.

To be fair to the staff, the ones in the Bromley branch at least, remind you of this policy every time you buy a reduced item thats priced at 50% or less of the original price.

It's a shame but you may get more luck with another cashier although there are notices on most tills reminding you of this.

Good luck.

The_One_Who

I don't understand why the OP couldn't use the changing rooms. I go into unmanned ones all the time, or if they are actually closed I try to find another one. I also never expect a refund on a sale item, unless it is not fit for purpose.

ellies_angel

hothothot wrote: »

as long as it has a size label, and changing room they dont have to refund it. Only if it is damaged or not fit for purpose. you are both in the wrong - her for the 50% stuff (you dont lose your staturory rights just because its a sale item) and yourself to think your entitled to a refund based on choosing incorrect size. even though they should have better customer service skills, maybe try another cashier rather than slating the whole of debenhams?

bless, just what I have come to expect from some of the users on this site.....I didn't say I was entitled to a refund, infact I think I mentioned it in my post
Now I am aware that shops don't have to give you a refund (before anyone decided to enlitten me on that fact) my arguement was at how the supervisor spoke to me, as I said the assistant was really helpful and that I couldn't get a refund, next, m&s, none of which have a problem changing something which doesn't fit.

I am slating Debenhams policy, I think its unreasonable and for others unaware of the policy I was making them aware of it.

ellies_angel

The_One_Who wrote: »

I don't understand why the OP couldn't use the changing rooms. I go into unmanned ones all the time, or if they are actually closed I try to find another one. I also never expect a refund on a sale item, unless it is not fit for purpose.

Changing rooms have always been manned. You get a wee tag when you go in showing how many items you have taken in, so no, I wouldn't go into a changing room in a large department store which is usually manned, not manned.

What difference doesn't it make if its a sale item or a full price item :rolleyes:

hothothot_3

ellies_angel wrote: »

bless, just what I have come to expect from some of the users on this site.....I didn't say I was entitled to a refund, infact I think I mentioned it in my post
Now I am aware that shops don't have to give you a refund (before anyone decided to enlitten me on that fact) my arguement was at how the supervisor spoke to me, as I said the assistant was really helpful and that I couldn't get a refund, next, m&s, none of which have a problem changing something which doesn't fit.

I am slating Debenhams policy, I think its unreasonable and for others unaware of the policy I was making them aware of it.

ok - sorry to have misunderstood. You have to see the other side of the fence, too slack policy and you have the types of people who buy clothes for their weekend night out and then take back the next day for refund etc. Changing rooms are there for a reason, so that you cant argue afterwards that it doesnt fit.

The difference between a sale item is that they want that item out because it is hard to sell. A non sale item has a higher demand and more likely to be bought. They need space for new fashion to come in.

The_One_Who

ellies_angel wrote: »

Changing rooms have always been manned. You get a wee tag when you go in showing how many items you have taken in, so no, I wouldn't go into a changing room in a large department store which is usually manned, not manned.

What difference doesn't it make if its a sale item or a full price item :rolleyes:

I am well aware of how manned changing rooms work. But sometimes staff are needed on tills, or on the shop floor rather than being stood handing out tags. If there is no one there, but no sign to say that the rooms are closed, then I go in.

gordikin

[QUOTE=ellies_angel;28333669..._I_wouldn't_go_into_a_changing_room_in_a_large_department_store_which_is_usually_manned,_not_manned....[/QUOTE]

Why? Maybe you should change your policy, as had you tried the top on you wouldn't have bought it!

geri1965_2

I thought they did exchanges for sale items reduced by 50% or more but not refunds.

I got a gift voucher when I returned a sale item.

Cardholders can still get refunds I think.