Debenhams unfair policy - is it legal?

Caroline73_2

I ordered an item of make up from debenhams.com and they delivered the wrong item. I called the customer service department and they won't send me the correct item.

I have to send the wrong item back and they will refund me. To get the item I originally ordered I have to pay again.

I have to wait for a free returns label or I will have to pay to return the item.

Are Debenhams legally obliged to send me the item I originally ordered as they have taken payment?

Equaliser123

Caroline73 wrote: »

I ordered an item of make up from debenhams.com and they delivered the wrong item. I called the customer service department and they won't send me the correct item.

I have to send the wrong item back and they will refund me. To get the item I originally ordered I have to pay again.

I have to wait for a free returns label or I will have to pay to return the item.

Are Debenhams legally obliged to send me the item I originally ordered as they have taken payment?

Not without you sending the incorrect item back.

Hintza

I struggle to see what the problem is here.

They will refund your money upon return, in the meantime all you have to do is re-order the correct item?

jimbms

I can't see a problem there, they are sending you a label to cover postage, they will refund you in full, what's the problem?

pendulum

Add me to the list of people that can't see a problem. It's not costing you anything to return the wrong item and you just have to reorder the correct item. No unfair policy that I can see.

Caroline73_2

My problem is that I cannot afford to reorder the item until I get the refund. If I reorder I have to pay again.

I ordered the item a fortnight ago and still haven't the returns label. They say it will take 28 days from receiving the returned item to get the refund. If it takes a week from my refund to my new item arriving it could be over 7 weeks from my original order. That's why I think it's unfair. It's not like I ordered the incorrect item.

gordikin

Make-up isn't exactly a necessity, what was it you ordered? I'm sure you can get by until it's all sorted out! It's no biggie really.

pendulum

If you cannot afford to re-order the item without receiving the refund, as you claim, then you must be in a dire financial situation with no savings, which is not the fault of the retailer. However, I notice in your signature you have £219.89 saved so you should be able to afford it. If not, sort out your financial situation so that you have more flexibility in the future!

poet123

The same thing happened to me with a set of suitcases, I ordered 3 large, they sent 3 medium. There was no return label in the package, so I had to download one from the website and then re order and pay again.

It did take about 4 weeks to refund. I did have the option of returning to store though for an immediate refund, coul dyou do this?

Caroline73_2

pendulum wrote: »

If you cannot afford to re-order the item without receiving the refund, as you claim, then you must be in a dire financial situation with no savings, which is not the fault of the retailer. However, I notice in your signature you have £219.89 saved so you should be able to afford it. If not, sort out your financial situation so that you have more flexibility in the future!

I have flexibility but I consider make up a treat to myself, so I allows myself so much money per month for treats. I have savings but my boiler has needed mending so I am reluctant to spend my savings on treats as I will need to pay the plumbers when the bill arrives.

I also have other things to spend my money on which take priority over make up.

Gordikin - I have very bad acne and I am quite self conscious about my skin so it's not a necessity but does help me in the way that I am about myself.

I feel that I am having to justify myself quite a lot on this thread. If it was a £500 item I had ordered would it make my query seem more valid?

dmg24

No New Toiletries in 2010 Challenge

I am confused!