Debenhams - SHOCKING NEVER USE!

Aspiration

I unfortunately made the mistake of using debenhams for my wedding card. We purchased furniture from them that was so bad they could not fit it together on arrival, and only left half of it. After 2 weeks of chasing them they finally agreed to collect. (This was hard work in it's self).

They have refunded my money back on to our wedding card however it has still not come through, after being advised 7-10 days (This seems excessive as it is to be honest) and still no refund. Is there a law or legislation covering the timescales that the company must return our money to us as i am fed up of complainig and want to know what legislation is there to protect a consumer.

Thanks

Aspiration

vuvuzela

I think (although I am prepared to be proved wrong) that they have 30 days to return your money. I agree, it is excessive.

blue_monkey_2

They told me I had to write to head office to get a refund - so send a letter to the MD at their head office by recorded delivery asking for your money to be refunded.

For mine, the invoice in the parcel said one amount and they charged more to my card - the CS said that they could see I had been charged more but they could not refund it only the finance department could and I could only get a refund from them by sending an email - and of course, all the emails were ignored. They then advised I should write to Head Office.

Debenhams have one of the THE worst Customer Service Departments I have ever had the misfortune to deal with so it was my first - and last - purchase. It is just not worth the hassle.

ismiseseumas

We recently purchased a single bed headboard from Debenhams website that proved unsuitable. When we called to inform them that we wished to return the item they stated that because it was furniture to order it would incur a £75 delivery charge. This was not an item to order, it was an item from off the shelf as it arrived within one week. The cost of the headboard was £98 so it was uneconomic to return on this basis. Following a call to customer relations dept. they remained adamant that the charge was correct. We will not be using Debenhams again and will make sure that all of our friends are aware of our experience.

tomwakefield

ismiseseumas wrote: »

We recently purchased a single bed headboard from Debenhams website that proved unsuitable. When we called to inform them that we wished to return the item they stated that because it was furniture to order it would incur a £75 delivery charge. This was not an item to order, it was an item from off the shelf as it arrived within one week. The cost of the headboard was £98 so it was uneconomic to return on this basis. Following a call to customer relations dept. they remained adamant that the charge was correct. We will not be using Debenhams again and will make sure that all of our friends are aware of our experience.

Odd. Did you try sending an email containing a link to the product you bought, which would demonstrate that it was an off-the-shelf item?

blue_monkey_2

tomwakefield wrote: »

Odd. Did you try sending an email containing a link to the product you bought, which would demonstrate that it was an off-the-shelf item?

I've heard of this happeneing before, since the BBC made light of companies not offering a refund of postage if returning something, some companies are charging if you want to retrun something to offset the costs but also to put you off returning it.

wealdroam

ismiseseumas wrote: »

We recently purchased a single bed headboard from Debenhams website that proved unsuitable. When we called to inform them that we wished to return the item they stated that because it was furniture to order it would incur a £75 delivery charge. This was not an item to order, it was an item from off the shelf as it arrived within one week. The cost of the headboard was £98 so it was uneconomic to return on this basis. Following a call to customer relations dept. they remained adamant that the charge was correct. We will not be using Debenhams again and will make sure that all of our friends are aware of our experience.

Have you read their Returns and Refunds webpage?

Amongst other things, it says...

If you have contacted us to cancel your order before you have received your goods, unless cancellation takes place within 30 minutes of your order, your cancelled order cannot be stopped and will be delivered to you. Please refuse any delivery of cancelled goods, alternatively, you can return them to your local Debenhams store, post them back to us, or contact our Customer Services department to arrange for them to be collected. In the meantime you must take reasonable care of them. You will not be charged for collection or Royal Mail returns in accordance with our returns policy.

Higher up that page it does mention £75.00, but that is refering to the return of made to order furniture.

The important point is did you cancel the order under Distance Selling Regulations?

It depends on what you mean by 'recently purchased'. Under DSRs, you have seven working days following delivery to decide you don't want the thing and notify them.

ismiseseumas

It depends on what you mean by 'recently purchased'. Under DSRs, you have seven working days following delivery to decide you don't want the thing and notify them.[/QUOTE]


I contacted Debenhams on the day the headboard was received - Monday last. When they stated that the headboard was considered as made to order furniture, I referred them to the fact that nothing of this nature was indicated within the product description. I also stated that I was within my consumer rights to return this item within the 7 day period. Nevertheless their customer relations dept maintained that it was made to order furniture and would carry a £75 charge if returned, as specified in their terms and conditions.
I Don't know where we stand now.

Aspiration

Guys i am really not surprised everyone is having as many problems as i am, the customer service is shocking!!! I called on Saturday to find out what is going on and got told.....The complaints department is closed today ...Please call back Monday to Friday.

i REALLY STRUGGLE with this as how can they have a complaints department closed on the weekend, even the banks open on Saturday!!! I am seriously thinking of contacting consumer watchdog as surely at a point their negligence has got to be delt with. Has anyone forwarded their complaints like this as i will add mine to support their and mine case???

DEBENHAMS - WHAT A BAD DECISION

Aspiration

Thanks for posting up the DSR looking into this, the correct period is 30 days for Debenhams to return my money. I will be calling them again tomorrow and reminding them of this, and the fact that they are awful!!!

Aspiration

Finally spoken to them today and they have not ever processed my refund!!! They are seriously bad, and have admitted they have had a large amount of complaints from the furniture and the sale furniture!!! I shall await and see if my refund comes through in 7 days... If not they have breached the DSR.