Debenhams order not arrived, they expect me to chase it up.

mr_knight

Hi All

Bit of advice please

Ordered some dresses from Debenhams on 14/11/10. Now I was expecting them to take about 4 weeks to arrive (we have a BFPO address so things take a while). It is now 6 weeks and part of the order still isn't here.

I emailed Debenhams to have my emails returned. So I call them today. They would chase it up but their system won't allow them to input my phone number because it is an overseas number (hmm yet the offer BFPO and overseas deliveries!). They tell me to contact the delivery company directly. I explain that I feel Debenhams should do it as I ordered from them but the woman on the phone said there was nothing else she can do. I agree and she gives me the Hermes Website to get their email address.

I go to the site she gave me which is incorrect. I google hermes and eventually email them. They have got back to me and said I need to take it up with Debenhams.

OK so now what? OH says CC company should be able to sort it for me? Is that correct? Debenhams really were as much help as a chocolate teapot. Any advice greatly appreciated.

aheaton46

Other threads suggest Hermes won't deal with the end customer, only the people who send the goods. Your contract is with Debenhams, it's up to them to chase the order.

If they're unwilling to do that, you may just have to cancel and buy elsewhere.

mr_knight

Yeah I can't cancel because it has been dispatched just not delivered. Don't want the dress now as I needed it 2 weeks ago. Debenhams won't chase it up as I have an overseas contact number which their system will not accept.

shaun_from_Africa

Yeah I can't cancel because it has been dispatched just not delivered.

The Distance selling regulations give you the right to cancel the contract within 7 working days following the date of delivery.
All you should have to do is to send Debenhams n e-mail informing them that you are taking up this right and that you are requesting a full refund.
You can do this even if the goods haven't been delivered.

The other option is one you have already mentioned, and that is your credit card issuer.
They are jointly liable for the condition and delivery of the goods (do a search for "section 75 of the consumer credit act")

mr_knight

Thanks Shaun

The thing is 1) I don't actually know when the good were actually dispatched as BFPO addresses don't get a tracking number.
2) Debenhams don't accept emails anymore.


I might ring them back and try what you said though. Maybe I'll send them my phone bill too!

I'll have a search for section 75. My CC company have always been really helpful so probably more use than Debenhams!!!

DVardysShadow

mr_knight wrote: »

Thanks Shaun

The thing is 1) I don't actually know when the good were actually dispatched as BFPO addresses don't get a tracking number.
2) Debenhams don't accept emails anymore.


I might ring them back and try what you said though. Maybe I'll send them my phone bill too!

I'll have a search for section 75. My CC company have always been really helpful so probably more use than Debenhams!!!

Write a good old fashioned letter, headed 'Complaint'. Honestly, you are putting up more obstacles than Debenham's themselves are!

If they cannot take your phone number on their systems, it is their problem, not yours!

mr_knight

DVardysShadow wrote: »

Write a good old fashioned letter, headed 'Complaint'. Honestly, you are putting up more obstacles than Debenham's themselves are!

I don't think I am putting up obstacles. The snail mail letter has already been written today. That won't solve the problem straight away. They have been paid for goods I haven't recieved. I have done everyhthing I can think of to sort it out so came on here for advice of the next step.

They were really unhelpful and even when I said that they should be chasing it up they refused and said there was nothing they could do other than for me to chase up with hermes (which was unsucessful). If Debenhams won't chase it up because they can't enter my phone number I'm not sure what I can do.

If they cannot take your phone number on their systems, it is their problem, not yours!

I agree with what you have said but try telling them that :rotfl:

mr_knight

Ok Problem partly solved. Spoke to another 2 people and the cost of the missing dresses has now been refunded. There was some confectionary in the parcel too which I was told I wasn't ever charged for but I actually have been as I have just checked my statement online.

I'll just add that to my letter as it will probaby cost me more to call back and go on hold again than what I actually paid for the item.

Thanks for all the advice though. Much appreciated.