Need a refund but have lost my card

bb69

Hi all

Happy New Year!
Just want some advice please.. Bought some items from warehouse in Debenhams (for me) but would like a refund as they were unsuitable.

I have somehow lost my Debenhams card.. it may take up to 14 days for a new one, by which time I will be approx 7 days outside the 28 days refund policy. (I have requested one hoping it will come sooner)

I have phoned the department and the sales assistant was understanding and didnt seem to think it would be a problem but advised I should phone next week when the manager is back..

When I phoned customer service they said I could have a giftcard but the items come to quite a bit so would prefer the refund to my account card.

Has this happened to anyone before at Debenhams or anywhere else? And did you have any problems.

AfterDark

Have you tryed asking them to refund it on to another card ? Store's can sometimes be a bit funny about this, but I've had them refund on to another card in the past, there normally alright as long as you tell them it's lost, as the new card will prob have a different number anyway.

If you are going to hold off till after the 28 days make sure you have the name of the person who told you to.... just in case

bb69

Thanks AfterDark - I did think of asking them to refund to a switch, then I could pay off my account that way.
Yes I have the name of the sales assistant I spoke to a few days ago. Thanks

shopbot

You don't say if you have the receipt - assuming you do then a Debenhams Manager will have the authority to do the refund without the card at their discretion. I would speak very nicely to them and see what they will do. You would just need to have a copy of your account statement (for the account number) and some photo ID. There will be always be a Manager on site who can do this....if it's not the Warehouse Manager then there will always be Debenhams Management available....

A more simpler approach might be to ask them if they will make an exception and do the refund when the card arrives. Make sure you know who you have spoken to and if you get any problems when you go back you have a name to ask for.

If it makes you more comfortable then phone Debenhams Customer Services on Monday and explain what's happened. They will be able to authorise the refund. If you are an account customer that should help too.

bb69

Thanks Shopbot

Yes I still have the receipt. I have a copy of a statement ( i think) I try to shred them as soon as to reduce clutter.

I have already phoned Debenhams customer services and was a little disappointed with the response.. basically they have no authority to sanction refunds, and advised it is up to the individual store.
I did explain that I was disappointed as I have been a customer for many years (the lady I spoke to tried to be helpful and said she will pass this on to the complaints team)

I would prefer a customer services in each store - so I can speak to someone face to face.
I am hoping they will allow me to return the items after as soon as my card arrives..(can't believe I cant shop either to get my extra 10% off)
Thanks for your help
I'll update on any progress

shopbot

I would visit Debenhams before the time is up to see what they can do for you....make sure you go at a relatively quiet time. This time of year the tills tend to get very busy - you'll get more out of the staff when they are not dealing with a queue ten deep.

Good luck - I hope it works out for you.

bb69

Thanks i'll try and go on Monday (last day of refund is Saturday)
Thanks for your advice
Happy New Year

Dave_the_Ginger_Cat

I'd be inclined to phone Debenhams Card and ask them to tell you what your card number is if you don't have it, and ask the store to do the refund as a 'card holder not present'. I am sure they can do this as they do it for wedding lists, mail order and the like. Like shopbot says, their manager can no doubt sort this.

It should not matter if you quote the original account number or any new card number, the credit will transfer over regardless.

This way you can get your actual account credited. I can't see an immediate solution to the 10% one unless you get a very decent manager who is willing to phone through a debit to the card as well. Might be worth asking if things go well on the other front

Good luck

bb69

Thanks Dave the Ginger Cat - I have the card number - I have got a statement

The 10% isnt a problem really (no card = less spending lol) I do try and pay off what I have bought regularly too.

I'll pop in on Monday as people will be back at work then with my statement etc

Thanks

deanos

If the receipt has barcodes on the bottom of it i think they can automatically refund you without a card as it brings up the transaction.

SarahMoon

Don't debenhams for account holders have a 90 day refund policy? (I'm not sure on days but I remember it was extended compared to the standard returns policy)

Have a look here

http://finance.debenhams.com/credit-store-cards-benefits/

Also if they are unsuitable, How do you mean? Unsuitable as in you no longer like the product? If so, the consession might say no refund via card and gift card only.