Debenhams Internet Order & Returns

cinzano

I placed an internet order with Debenhams and returned part of the order via the courier lady who delivered my parcel on behalf of Debenhams. I returned the items on 24th July and am still awaiting refund. I emailed Debenhams on 31st July and asked them to look into my refund and they required ref. no., inv no., details of items returned etc all of which I was able to give them. On 2nd August they advised that they had located the return but as I had returned them to the wrong warehouse I would have to wait 3 - 4 weeks for a refund. I have been on hols and upon checking, still no refund. I emailed them yesterday and today have been advised that due to me sending my parcel to the wrong address this has delayed my refund and they would look into it.
I have stressed to them that the item was returned via their own
courier service from whom I received the parcel and it was Debenhams customer service who instructed me to do this. I personally have not returned anything to an incorrect address.
Any advice or experience of this would be greatly accepted as I feel as though I am being strung a long a little here. Thank you

dmg24

I have had the same problem with Debenhams ... twice! My advice, don't buy from them again, I certainly won't be.

cinzano

Hi dmg24 did you eventually get your refund?

dmg24

cinzano wrote: »

Hi dmg24 did you eventually get your refund?

Sorry, forgot to answer that bit! Yes, I did, but it took a good few phonecalls. If you paid by Visa debit or a credit card you can also contact your bank and do a chargeback request, whereby they will chase up the repayment for you (or refund it themselves).

Dustykitten

I'm in exactly the same position. Courier delivered parcel. When she came the next day with the rest of the order I gave her the day before's return. That was 4 weeks ago and the refund is not on my statement. Tomorrow I will contact customer services. I paid on a Debenhams credit card so I will try the chargeback thing with them too.

OP did you ever get the situation sorted out?

karenb33

Debenhams are absolutely dreadful. For a national company their online service is appalling - they should get themselves sorted out as they must be losing customers in their droves. I was on hold for 55 minutes on an 0844 number waiting for customer services.

sirmarcus

OP and others..Try escalating and/or complaining to Rob Templeman, Debenhams Chief Executive, via sending an email to [EMAIL="rob.templeman@debenhams.com"]rob.templeman@debenhams.com[/EMAIL].

Good luck and hope this helps.

PZH

karenb33 wrote: »

I was on hold for 55 minutes on an 0844 number waiting for customer services.

Use Saynoto0870 - alternative number is 020 7408 4444

Dustykitten

I rang the alternative number. Spoke to a very helpful girl who explained my return would have gone to the wrong warehouse but as took the courier tracking number and the details and said it should be refunded within 5 Working Days. checked my account balance after 3 days and refund has been processed. I'll be returning things to the store in future.

MissDazzle

It seems like they have various problems with their online orders.

I managed to place an order early this week for a sale item. I contacted debenhams today as I had only received confirmation which i thought was odd, my order had actually been cancelled as they are OOS of the item.

However, I found the sale item I ordered under a slightly different description as full price and in stock. Though their helpline informed me that I would have to wait a few days for my refund and then re order, but I now do not receive the item at sale price!

How cheeky!