Returning goods to Debenhams

littlechezza

I bought some goods yesterday on Debenhams card and spent over £50, I've just received an e-mail today saying if you use you card from today for 1 month and spend over £50 you will get £15 in vouchers, I think they should have mentioned this yesterday, so am I okay to take the goods back tomorrow and purchase them again so I can get the vouchers

Smashing

Yep, but I wouldn't be overly vocal about why you're doing it.

I think they should have mentioned this yesterday

What, so they can give you £15 when you were already purchasing?
Sadly, I think many people would just think 'oh well, nevermind' rather than go back and get a refund.

Then again, the cashier may well not have known of this offer - can't imagine the bigwigs telling them to inform card-holding customers not to buy anything today when they could get vouchers tomorrow!

soolin

Don't forget that Debenhams now have 'rules' about exchanges and some stores stick rigidly to the 'no exchange just because you changed your mind', policy.

Soo

lolly5648

When did Debenhams bring in 'rules' about exchanges and refunds. I thought you had 28 days to return goods with no questions asked, unless it was reduced more than 50%

nikkif_3

I agree with lolly5648, I used to work in debenhams about 2 months ago and they didn't have that rule then! I always thought they have to change it by rights up to 28 days as long as the item is in suitable condition and not been used.

Bossyboots

nikkif wrote:

I agree with lolly5648, I used to work in debenhams about 2 months ago and they didn't have that rule then! I always thought they have to change it by rights up to 28 days as long as the item is in suitable condition and not been used.

You were wrong on that. There is no obligation on a store to change something just because someone changes their mind. They can offer that as an additional incentive/benefit to buy there but it is not a statutory right. My daughter works in a senior position in Debenhams and has just seen this and is horrified at the thought of what you might have refunded against company policy.

Some regions/stores are trialling different refund policies so Soo could be correct that some are only implementing statutory rights but as far as my daughter is aware the current position is that you should have at least 14 days to return goods that are accepted for return under the refund policy. This excludes cosmetics, food gifts and alcohol gifts.

nikkif_3

I would not have gone against company policies on purpose, sorry if you weren't suggesting this, but it certainly come across that way! I know the debenhams I was in the customers had 28 days for returns!

Bossyboots

nikkif wrote:

I would not have gone against company policies on purpose, sorry if you weren't suggesting this, but it certainly come across that way! I know the debenhams I was in the customers had 28 days for returns!

No, I wasn't suggesting at all that you were breaching policy deliberately. The right to change it in the 28 days is something most Debenhams offer, but they do not have to.

To be honest, I think the staff training does not cover this point closely enough as this issue has cropped up where my daughter is and staff gave conflicting information to the customer until someone more senior had to sort it out.