Refund onto a lost card? Debenhams say no

Chester85

Hi all

Managed to lose my old card which has been duly replaced but needed to take back some items that I bought on it.

When to M&S with new card and statement to show it was the same account and after a quick check they did the refund straightaway

Same with next.

Went to Debenhams and they outright refused. I had the statement which showed the card details and account number and the exact value of the one item I'd bought that day.

They said I could have an exchange or a gift card and that if they refunded the card they could be assisting fraud

Seems a bit extreme?

Are they within their rights to refuse a card refund?

Surely people change cards all the time?

unholyangel

Well it would depend on several things.

First, what are your reasons for returning the item? How long ago did you purchase them and how long after did you try to return them?

What is Debenhams own return policy and is it at their discretion.

vicshippers

You had to return three things to three shops within 30 days? Ouch

I would agree with unholyangel - Debenhams are entitled to have their own returns policy. I actually find it a little worrying that Next and M&S DID do a refund rather than a credit note...

Remember Debenhams only have the card number against the transaction, not your account number or probably any other info that appears on the statement.

Theoretically I could steal something from Debenhams for £20 as well as buying something for £20, then try to return the item I stole to get my cash back by just showing my statement - leaving me with the item I bought for free. Obviously you didn't do this, but Debenhams have to protect themselves against the people that would.

BlueAngelCV

vicshippers wrote: »

Theoretically I could steal something from Debenhams for £20 as well as buying something for £20, then try to return the item I stole to get my cash back by just showing my statement - leaving me with the item I bought for free. Obviously you didn't do this, but Debenhams have to protect themselves against the people that would.

Surely that's an issue about having a receipt or not. What card they put the money back on doesn't make any difference.

Chester85

vicshippers wrote: »

You had to return three things to three shops within 30 days? Ouch

Holiday shopping and in denial about one's waist size :A

I would agree with unholyangel - Debenhams are entitled to have their own returns policy. I actually find it a little worrying that Next and M&S DID do a refund rather than a credit note...

Remember Debenhams only have the card number against the transaction, not your account number or probably any other info that appears on the statement.

I provided my statemet which showed the exact amount I paid (I'd bought one item in each shop and it showed the account number which matches with my card which shows my account number) and both M&S and Next asked for a statement straightaway and refunded the card, the girl in M&S says it happens a lot especially with students losing cards (I felt a bit embarassed at that point being an old git :eek:)

Anyway, I trundled off to another branch of Debenhams and explained the situation, presented my details, the statement etc to the till supervisor who offered the refund straight away stating that 'if there's a statement matching an account number, its the same brand of card and bank then we always offer the card refund'

So thumbs up to Debenhams on that one