Debnehams.com warning do not use!!

Basil1234

right i warn everyone of my little story here and say do not order of debnehams.com

basically ordereded some fitted sheets that where to shallow for my bed realised this after about 45mins phoned up about 4.15pm to cancel only to be told 'the terms state nothing maybe cancelled after 30mins' so they must delivered and sent back or refuse delivery so thought to myself ill just refuse delivery. didn't even recieve my update email till 11.52pm that night being a friday night.

so monday comes i work nights and had told them this when ordered to knock loudly and keep knocking. anyway the courier they use there own 'hermes' decides to deliver to next door and does so without getting any form of sig. so not only have they broken there own terms i.e. delivered to a specified address and a sig required.

trying to get thru to customer complaints well thats another matter in its own first of all you get put thru to the call center in portsmouth and they then put you thru to the proper deparment. i spent a about 1hr 20 mins in 4 calls on 0844 number and got pretty much no where in the end i phoned up debnahams head office switch and transfered thru them instantly on 0207 408 4444 for those having trouble getting thru and thats what i had to do in the end as could not get thru ended giving up after 25mins of stupid music.

when i got thru the women at the end of the phone was less than sympathetic and kept telling me it was there terms about cancelling which when i brought up how they had broken there own terms with regard to delivery all she could say was sorry when i said really wasnt good enough. the reply was it would get logged down for the directors to see but i would not recieve a reply from them or how they would change it only get a reply stating what she said on the phone. basically the nuts of it they as a company not really interested may get a sorry but they don't really seem to mean it and don't seem intrested in either improving their service either so i for one will vote with my feet and never use them again.
when i pointed out i had ordered a wrong mattress with another online company and wanted it changed for another they did that fine also alot of other online companies could cancel if a mistake had been made seemed stupid that debenams would waste its money shipping out and shipping back something not wanted! she did agree to that but those are terms seems to me debenhams is going backward as a business not forward would you see other companies going this way? maybe bust ?

anyway i put this here to warn you hopefully you see this and use someone else instead as customer service when things go wrong at debenhams.com as the call center has no power including the managers and head office not really intrested either its all in there terms rofl i guess john lewis wouldn't be that stupid or alot of other online retailers either or they wouldn't be in business.

and its not just me have a read
http://www.weeklygripe.co.uk/a80.asp

http://complaintsboard.org.uk/2010/01/19/debenhams-online/

http://www.reviewcentre.com/reviews11127.html

http://www.trustpilot.co.uk/review/www.debenhams.com

so for those with real online sense please avoid :beer:

maninthestreet

So do you have the 'sheets' or are you 'sheetless' ?? If you do have the 'sheets' just return them within 7 working days for a refund under the Distance Selling Regulations.

Keith

I'd never buy from a company that lives of the name of a large retailer

Basil1234

yes got sheets returning under distance regs not a prob coming friday to pick up its the issue of stupidity and inconvience and complete lack of customer service. would you run a business like that?
problem for me is i work nights and everytime i have a delivery i have to get up which i don't mind but what if had been a telly say of £800 delivered to a neighbour without a sig and they said havent had it at all? leaves it all in a very bad postion and if had been paid with a card say a normal card and not a credit card so no legal coverage you have then got all the hassles involved of sorting it out not to mention time and inconvience of it all when if they just cancelled when asked in the first place there would be no issue that is what is normally called customer service.

savebig

I think a lot of big brand companies, such as Debenhams that used to do quite well offline have still yet to convert themselves to the rigorousness of running an online business.

Basil1234

guess what yep hermes failed to turn up as arranged on friday waited in all day nothing phoned head office all got was a sorry never mind the fact i have not gone in on overtime at work which would have cleared me a £100 after tax. all they say can do is re-arrange for tuesday and if they don't turn up this time the poxy sheets are going in the bin i have decided. my life does not evolve around them and there extremly poor delivery service.
you have all been warned! please use someone else maybe people voting with there feet might make them get things changed but the way things are going i doubt it.

nomoneytoday

Why not take them to a store for a refund, if it meant losing a day's overtime?

Basil1234

nearest store is 40min trip in car and 40mins back again then you got parking costs prob about £2 add in my time i earn about £10 ph so reckon about £22 thats ignoring insurance tax and risk on the road someone hitting you.
if they want to pay me maybe but not exactly service is it thats the real point i'm trying to make i use hundreds of online shops thruout the year and debnahams/hermes is the worst i have ever used period.
and today so far they were supposed to turn up today collection no.2 and have not shown yet 16.10 so jusr about to phone them again!
what brilliant service at least with other couriers you get text message with 4 hour window like dpd for one example some will even ring you 1hr before why oh why does debnehams be so so different and let you down on multiple occasions?

Basil1234

yep again hermes have not been out to pick me up usual sorrys from debnehams another day wasted! have now been appointed to escalated pick up wow arent i lucky. lad at debnehams head office actually agreed with me but he would get back to me when courier company gets back to him! what a joke sounds to me like tail is wagging the dog here! i wonder how much money debnehams is throwing away here each year must be effecting the lads christmas bonus at debnenhams not much of a business plan is it really.

Skint_but_working

If the courier delivered to your neighbour because you were out or asleep at the time, why don't you leave the sheets with your neighbour to be collected?
Also, why lose overtime of more than £100? I would rather POST them and pay a tenner than lose money working...

Vaila

although you may be feeling rather annoyed by whats happened, at the end of the day its your fault that you ordered something you didnt want, although debenhams may not offer as good an online service as other companies since you still ordered online you are well within your rights to return the item within a week (i assume)

honestly though, ive ordered a few bits from debenhams and had no problem, its your fault though that you got all the way through to paying before checking the products dimensions etc