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Debenhams online / telephone alcohol order

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Has anyone else had problems ordering gifts from Debenhams that contain alcohol.

I have now placed one order 3 times and each time they have been cancelled due to age verification.

1st order placed 14 Nov, didn't arrive so beginning of Dec I phoned and was told it was cancelled due to age verification. I ordered again on the phone assured that it would go through because the operator would "tick" the box to say I had been asked if I was over 18.

Received email that day cancelling order, phoned in again and was told age problem but it would go through this time, answered question, ticked box, all fine please wait for your delivery.

Today I received a letter saying order cancelled again. Customer complaints say I need to fax copy of driving license or passport to verify age and that I should have been asked to do that when I first phoned in.

They don't ask everyone and will not tell me the criteria.
Has anyone else had the same problem?

I asked to speak to someone more senior but was told if I wrote, emailed or called I would get no further that the guy I was already speaking to.
He admitted his staff had got it wrong but couldn't do anything about it.

If you have ordered a gift from Debenhams that contains alcohol, be prepared for it not to turn up.:mad:

And yes, I am well over the age of 18!

Comments

  • ravenjet wrote: »

    If you have ordered a gift from Debenhams that contains alcohol, be prepared for it not to turn up.:mad:

    And yes, I am well over the age of 18!

    Not just orders with alcohol, i ordered some stuff for an xmas pressie an i've heard nothing! Its being delivered to one of their shops too!
    :exclamatiTo the internet.. I need to complain about something!
  • DCFC79
    DCFC79 Posts: 40,641 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    What is it your trying to buy OP, why not get it form the store or dont they stock it ? or why not go for an alternative
  • I had one of my orders cancelled by them because it included a 15 DVD! I didn't reorder without the offending product as the email had 'helpfully' suggested me too, because I was so unimpressed!
  • Bought some alcohol gifts from them last year when I was under 18 - delivered without hitch!
  • ravenjet
    ravenjet Posts: 304 Forumite
    Part of the Furniture 100 Posts Combo Breaker
    DCFC79 wrote: »
    What is it your trying to buy OP, why not get it form the store or dont they stock it ? or why not go for an alternative

    The order was for one item which was a Black Sheep bottle of Beer and glass set. I live 30 miles from my nearest branch so the offer of 20% discount, free delivery and an extra 10% for card holders was just what I wanted.
  • ravenjet
    ravenjet Posts: 304 Forumite
    Part of the Furniture 100 Posts Combo Breaker
    stargirl90 wrote: »
    I had one of my orders cancelled by them because it included a 15 DVD! I didn't reorder without the offending product as the email had 'helpfully' suggested me too, because I was so unimpressed!

    They suggested I re order without the alcohol, they couldn't understand why I was annoyed, the order was for 1 item only.
  • ravenjet
    ravenjet Posts: 304 Forumite
    Part of the Furniture 100 Posts Combo Breaker
    Most companies require alcoholic items to be signed for by someone over 18, but not Debenhams, copy of passport required, they could easily look at my Debenhams card details which they will have on file.
  • colli
    colli Posts: 669 Forumite
    I've had terrible service when ordering from Debenhams online. They left £300 worth of dresses I'd ordered for my bridesmaids at my wedding in my (small and very open) front yard under the recycling box on a wet day. I'm not much of a complainer but was fuming at this, it took several emails before they even acknowledged there was a problem and even then they were very dissmissive. Needless to say they lost what had been a very loyal customer and I tell people about it at every opportunity (hence this post!).
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