Debenhams pillow advertised incorrect what am I entitled to?

DonnySaver

Hello all !

Just wondered if anyone can help me - because Debenhams won't :mad: !

To cut a long story short:-
1) I ordered 3 packs of 2 pillows per pack as advertised on their website (ie 6 pillows in total)
2) I received 3 packs but there was only 1 pillow in each (ie 3 pillows)
3) I've complained to Debenhams and they said it was a mistake on the website and there's nothing they are willing to do other than send me 3 more pillows but charge me for them.

Are they right, or should I get what was advertised?

4743hudsonj

DonnySaver wrote: »

Hello all !

Just wondered if anyone can help me - because Debenhams won't :mad: !

To cut a long story short:-
1) I ordered 3 packs of 2 pillows per pack as advertised on their website (ie 6 pillows in total)
2) I received 3 packs but there was only 1 pillow in each (ie 3 pillows)
3) I've complained to Debenhams and they said it was a mistake on the website and there's nothing they are willing to do other than send me 3 more pillows but charge me for them.

Are they right, or should I get what was advertised?

If you have the pillows, and your invoice states 3x packs of 2 (ie 6) then you are entitled to 6. If not then you may just have to put up with a refund under the distance selling regs.

DonnySaver

4743hudsonj wrote: »

If you have the pillows, and your invoice states 3x packs of 2 (ie 6) then you are entitled to 6. If not then you may just have to put up with a refund under the distance selling regs.

Hmm, my email invoice just states I've ordered a quantity of 3. It doesn't state how many pillows are in each pack.

4743hudsonj

DonnySaver wrote: »

Hmm, my email invoice just states I've ordered a quantity of 3. It doesn't state how many pillows are in each pack.

You may have issues then, the worst that can happen is that you have to get a refund. Did you get a paper invoice with the pillows?

DonnySaver

4743hudsonj wrote: »

You may have issues then, the worst that can happen is that you have to get a refund. Did you get a paper invoice with the pillows?

Don't think I did. Anyway, I've now taken the matter up with Consumer Direct to ask what my rights are under the 'Distance Selling' regulations. I've let Debenhams know also. See what happens ...

dmg24

DonnySaver wrote: »

Don't think I did. Anyway, I've now taken the matter up with Consumer Direct to ask what my rights are under the 'Distance Selling' regulations. I've let Debenhams know also. See what happens ...

Why do that and ask for advice here, other than to waste peoples time? :rolleyes:

Do you have a link to the pillows on the website?

hellybells_2

Hi I used to work in Debs store usually they are quite good if you stick to your guns as their moto usually is customer is always right.Keep complaining and see how you go good luck

DonnySaver

dmg24 wrote: »

Why do that and ask for advice here, other than to waste peoples time? :rolleyes:

Do you have a link to the pillows on the website?

No need for that! I thought that is what the forum was about - asking for people's advice? If you read further up the chain you'll see that somebody did ADVISE me to challenge them on the Distance Selling Regs.

Tozer

DonnySaver wrote: »

No need for that! I thought that is what the forum was about - asking for people's advice? If you read further up the chain you'll see that somebody did ADVISE me to challenge them on the Distance Selling Regs.

It isn't a "challenge" under the DSR, it is your right.

To take this further, you will need evidence. Have Debenhams confirmed the mistake in writing?

isplumm

Tozer wrote: »

It isn't a "challenge" under the DSR, it is your right.

To take this further, you will need evidence. Have Debenhams confirmed the mistake in writing?

yes .... did you get a screen shot of what you were buying ... showing the three sets with 2 pillows in each ...

remember for dsr you only have 7 days to reject.

Mark

DonnySaver

I contacted Debenhams weeks ago when I first received the pillows. They said that it would have to escalated to supervisor level for a 'Product Information Review' and someone would get back to me within 5 working days. They didn't get back to me so I sent Debenhams Customer services an email. They didn't get back to me again and so I rang them again yesterday. The person I spoke to on the phone told me that I was mis-informed about the length of time it takes to do a 'Product Information Review' - it was in fact 4-6 weeks !! I replied that somebody must have already conducted the review because the product description on their website had now changed. (Luckily I do still have a screen shot of what it used to look like as I had a feeling they'd go and change it).

I was then told that it was simply a human error on the website and all they could do was send me another 3 pillows but they would have to charge me for them and pay the postage again!! Where on earth has customer service gone?

So, I'm going to see what Consumer Direct tell me to do. If I haven't got any rights then that's that, I'll get my bedding from John Lewis or M&S in future.