Debenhams online faulty goods - advice needed please!

Lemony

Hi moneysavers,
I'm not sure if I'm posting this in the right place, but I wonder if anybody could offer me some advice or share their experiences with me please?
I purchased a leather storage seat from Debenhams online and used a 10% discount code which made the item £89. It was delivered on 27th July 2010. Without going into detail I suffer from an illness which affects my muscles and when it arrived I was unable to open the packaging on my own so unfortunately I didn't open the box and packaging until yesterday (when I had some help). I totally accept that it was my own fault I didn't inspect the goods until yesterday. Upon inspection I discovered:
1. The leather is black and not brown as advertised on their site.
2. The corner has been knocked and there is a small hole/scuff in the leather.
3. There is a 2 inch scrape/graze in the leather on the back of the seat.
4. One of the corners has been stitched with a lump in the leather.
5. The lining has not been stitched inside straight and is puckered on one side.
I emailed Debenhams yesterday (still within the 28 days, but only just) and said I was not happy with the faults listed above. I said I wanted to return the seat for an exchange or refund, or that I would consider a discount because obviously as it's sale stock I might not be able to get another one, or the next one may have similar or worse faults.
I received an email today which was an automatic type of email which did not respond to my actual message and it just said to phone them to arrange for the seat to be collected. No mention of exchanging it or offering a discount or anything. If I have to order another one it will cost £10 MORE because the discount code I used is no longer valid.
So... my question is, when I phone them to arrange for the seat to be collected, is it worth me asking for a discount or is this something Debenhams simply won't do? Has anybody else had any luck asking for a discount? I offered to send photographs of the damage if they need proof. I think the 28 day deadline is either tomorrow or the day after and I'm wondering whether I can write to head office and wait for a response BEFORE I send it back (because I told them it was faulty within the 28 days), or will that just totally stuff up my chance of returning it if they don't give me a satisfactory response? I don't think they realise what a hassle it is struggling to open all the packaging, then packaging it all back up again, having to write to them and then phone them to make arrnagements etc. Plus, the item wasn't even the colour advertised on their website!
Any advice would be gratefully received.
Thanks in advance.

1jim

I think your claim would be under sales of goods act as not of satisfactory quality/damged etc, this would trump their own 28day returns policy

joancary

Lemony wrote: »

Hi moneysavers,
I'm not sure if I'm posting this in the right place, but I wonder if anybody could offer me some advice or share their experiences with me please?
I purchased a leather storage seat from Debenhams online and used a 10% discount code which made the item £89. It was delivered on 27th July 2010. Without going into detail I suffer from an illness which affects my muscles and when it arrived I was unable to open the packaging on my own so unfortunately I didn't open the box and packaging until yesterday (when I had some help). I totally accept that it was my own fault I didn't inspect the goods until yesterday. Upon inspection I discovered:
1. The leather is black and not brown as advertised on their site.
2. The corner has been knocked and there is a small hole/scuff in the leather.
3. There is a 2 inch scrape/graze in the leather on the back of the seat.
4. One of the corners has been stitched with a lump in the leather.
5. The lining has not been stitched inside straight and is puckered on one side.
I emailed Debenhams yesterday (still within the 28 days, but only just) and said I was not happy with the faults listed above. I said I wanted to return the seat for an exchange or refund, or that I would consider a discount because obviously as it's sale stock I might not be able to get another one, or the next one may have similar or worse faults.
I received an email today which was an automatic type of email which did not respond to my actual message and it just said to phone them to arrange for the seat to be collected. No mention of exchanging it or offering a discount or anything. If I have to order another one it will cost £10 MORE because the discount code I used is no longer valid.
So... my question is, when I phone them to arrange for the seat to be collected, is it worth me asking for a discount or is this something Debenhams simply won't do? Has anybody else had any luck asking for a discount? I offered to send photographs of the damage if they need proof. I think the 28 day deadline is either tomorrow or the day after and I'm wondering whether I can write to head office and wait for a response BEFORE I send it back (because I told them it was faulty within the 28 days), or will that just totally stuff up my chance of returning it if they don't give me a satisfactory response? I don't think they realise what a hassle it is struggling to open all the packaging, then packaging it all back up again, having to write to them and then phone them to make arrnagements etc. Plus, the item wasn't even the colour advertised on their website!
Any advice would be gratefully received.
Thanks in advance.

I would ring customer services, i have never had any problem with Debenhams, they usually offer to send someone to collect the faulty item and you would not have to pay delivery for a replacement. you may have to pay for a replacement item until they receive the faulty one back but they would then refund your money. iI have always found them very fair.

1jim

I had a problem when I sent back an item and it got lost in the post, they wouldnt process a claim for 21days...not a huge problem but it was very annoying and customer services couldnt/wouldnt budge on this...told me it was a term and condition that I agreed to on buying....its not listed on their site anywhere