Debenhams exchange policy

babycakes80

Hi all - I'm a bit stuck and could use a bit of assistance pleeeease!

This time last year I ordered 4 kitchen breakfast bar stools from debenhams. They had a 12 months warranty.

In October I noticed the stitching on 2 of them had come away, and contacted Debenhams to arrange for a replacement.

I spoke to Customer Services and they said no problem, we'll send a courier. Now these are fairly large stools and they sent a lady in a Vauxhall Corsa - to collect 2 large kitchen bar stools. The lady looked at them and said 'oh those won't fit! I'll get someone to ring you.'

No one called, so a couple of weeks later, I called Debenhams again, explained the previous events and they apologised and advised they would send someone to collect. The first day we arranged for it the courier didn't even turn up, then once it had been rearranged, they sent the same woman in the same Vauxhall Corsa who with all the surprise of the previous occasion exclaimed - 'oh those won't fit! I'll get someone to ring you.'

Again I waited for a call, which never came. So anyway - I rebooked the collection - AGAIN - and they finally came and took my two bar stools away.

I have now been advised that where I paid £49 per stool, these have now been increased to £119 per stool!!! In the space of 12 months!!! This is in itself ridiculous! But Debenhams now tell me that they have credited my original £98 back to my credit card, which may take up to 5 working days to appear on my account, and that if I want my faulty goods replacing I must order these at the new price of £119 each!!! They say they can reduce the price for me by 20%, which would still bring me to £190.40. I don't have the credit available to make this purchase anyway. They then say that if I place this order, then once they receive payment they will credit me a further £92 back onto my credit card.

I may be somewhat confused, but how is that if I order 4 stools at £49 each and they're faulty, I end up shelling out full price for 2 new ones, instead of Debenhams doing a straight swap!

It is clear to me that they should provide me with a replacement due to the goods being faulty within 8 months of me buying them, and the fact that I cannot afford to buy the new ones straight off should be irrelevant!

I paid £49 each, I should get the replacements for £49 each. I do not have £190 to put to these at the moment!!!

Not to mention two failed collections and the fact that it has taken them over 4 months to collect them in the first place, during which time the price has gone up!!!

Any suggestions, or legalities anyone can throw my way?

Many thanks

Kel

neilmcl

babycakes80 wrote: »

It is clear to me that they should provide me with a replacement due to the goods being faulty within 8 months of me buying them, and the fact that I cannot afford to buy the new ones straight off should be irrelevant!

Unfortunately that's not the case. Whilst you can ask for a replacement, you cannot insist on one. The retailer is legally obliged to offer a repair, replacement or partial refund dependant on which remedy is less costly to them. The fact is they didn't really need to give you a full refund as you've had 8 months use out of the stools.

What are the terms of their 12 months warranty?

babycakes80

The 12 months warranty is clear as mud to be honest - it barely mentions faulty goods - they are giving me replacements at the original price, which is great - it's just a really round-about way of going about it and unfortunately I haven't got the money to do it that way!