Debenhams Returns Policy

patgc

My sister had a big 'todo ' at Debenhams today regarding returning items. Her and a friend bought various items in their sale a few weeks ago. Mainly for the kids and a few for themselves. The took them home and decided what they were keeping after trying them on and what was to be returned.They have been away for a week and took the unwanted items back today. They were all 'as purchased' with their tickets and with the receipt for each item clearly stating the price paid. At the cash desk they were told that if the items have been reduced again in the sale, Debenhams will only refund the new lower price regardless of how much you paid for it and the fact that you have the receipt to prove it. They said that there are notices at the cash desk stating their policy. My sister said that she had not noticed them before and had not been made aware of this fact when purchasing the items. After much discussion, Debenhams grudgling agreed to give her Gift Vouchers to the value of what she had paid. But of course, this doesnt help the balance on her credit card. Can Debenhams legally do this ???

Raggie

People more knowlegable will be along soon..

but.. sorry I have no good news...

As the goods were not faulty Debenhams were under no legal obligations to take them back.

They sold the goods in good faith, and not on a "try before you buy".. basis.

I think the fact they acepted them as a return was resonable.....

However.. I do think they should refund the amount paid.. not the later lower price.. this has been discussed on here in the past.. but I can not remeber the outcome..

mrcow

Raggie wrote:

.. but I can not remeber the outcome..

I think the outcome was that we all agreed that Debenhams has the worst cutomer service staff/policy of any department store around at the moment, and it's best to avoid them...............

Speak with your feet. There are a fair few vent threads about Debenhams on MSE alone!

CIS

They dont have to accept the items back as there's no fault, therefore they are within their rights to make an offer to buy them back, even if that offer is only equivalent to the new lower price, indeed they could offer less or even refuse to accept them back.

hjb123

I think that you should have been refunded the price that was paid for as the receipt was present and the tags were on - if either of those factos werent present then I would have said that yeah they did right. It may be woth you getting advice from Trading Standards or Consumer Direct (both have websites) and see what they say.

dmg24

It may be woth you getting advice from Trading Standards or Consumer Direct (both have websites) and see what they say.

As stated previously, you have no legal right to a refund as the goods were not faulty, so unfortunately Trading Standards will be unable to help. They cover their backs further by showing the policy at the tills, so giving adequate notice.

Sorry ... x

soolin

I posted on the original thread but will say it again. My local Debenhams implimented a policy of no returns unless faulty about a year and a bit ago, but then closed all their changing rooms during sale periods so you bought clothes with no way of trying them on and with no return if they did not fit.

I voted with my feet and didn't set foot in Debenhams again until this summer, when I realised how expensive they were compared to places I had been using.

Soo

hollydays

Debenhams are within their rights,but seem to getting very confused about what customers have come to accept.This will be hugely unpopular and will do their reputation no favours.

mrcow

hollydays wrote:

This will be hugely unpopular and will do their reputation no favours.

Exactly, and where there is so much choice on the high street these days, why would someone buy from a store where they think they could be given grief if they experience problems with the merchandise.

Comparing Debenhams to stores like John Lewis for example, why would anyone even want to go there?

mrsw

Similar thing happened to me when they changed their policy last year. The thing that annoys me most isthat their sales assistants could tell you an item is non refundable before you pay for it, but they don't bother.

Debenhams has really gone downhill lately.

dmg24

One possible solution is to find fault with an item. I'm not saying to damage the item, but am sure with the majority of items a fault could be found if you looked hard enough (hem coming down, snagged fabric)? Then they have to refund you the full amount.