Debenhams - Refund Dispute

Squiqz

Hi

I recently bought a dress from Debenhams in Glasgow (where I was visiting). When I got home I found that the side seam wasnt sewn properly and the slightest pull caused it to split further. I took it back to Debenhams in Edinburgh (where I live) and was told because it was a concession I would have to take it back to Glasgow. When I explained I did not live in Glasgow and wouldnt be returning in the near future they basically said that it was tough luck.

I emailed customer services and was advised it was a clearly advertised policy and there was nothing they could do. I have emailed them back to ask if they could advise where it was display as I have never been made aware of this ( I went back to Debenhams on Sat and failed to find any mention of this, also asked the cashier their refund policy and she too failed to mention). As a department store made up of concessions I think this is a critical part of their returns policy - if I had bought earrings I would have been reminded that they are non returnable so I dont think it is unreasonable to be told I cant return to any store.

They have failed to comment on any of these points and simply keep apologising which doesnt actually help me in any way. They also keep adding 'this policy does not affect your statutory rights in relation to faulty goods' but fail to clarify the point. Are they saying that the policy is void because the product is faulty??

Any advise much appreciated

purplejac

can you maybe get a telephone number for the concession stand and contact them directly its faulty goods id demand a refund from them, also contact trading standards, they will advise you.

s_walker90

Think of a concession as a store within a store. Say you bought something from jane norman within a debenhams - you couldn't take it back to a debenhams without a jane norman. They can't take clothing to a shop that doesn't exist. It's may not ideal but if that concession isn't in that store they have no were to re sell the item. The member of staff should have maybe told you that but they can't be expected to tell every customer they serve that they don't exist in every debenhams. Had this problem myself (bought montgomery curtains in edinburgh and tried to return them to leith but they wouldn't take them because there is no curtain department - which is fair enough). If your really unhappy contact that concession manager that sold the items so they can pass the message on for future customers.

FunnySaving

Have you asked if you can post it to the other store?

bris

Consessions are all owned by different people a bit like franchises, taking it back to a different store means a different owner of the consession would not want to give a refund for something they have not sold.
You could try phoning the Glasgow consession and arrange to do it by postage.

Zandoni

Does the concession have a shop in Edinburgh you could go to?

Shelldean

won't help much but when we purchased a playstation game from Game within a Debenhams branch, we was clearly told if there was any issue at all it had to be brought back to THAT concession in THAT store. It couldn't be taken to any other Game store