Debenhams internet shopping problem

Mercedes55

I've occasionally ordered clothing from the Debenhams website and never had any problems returning things that weren't suitable until recently.

Over Christmas I ordered 3 items from their website that were in the sale. The items were delivered in 2 separate deliveries and I was disappointed when the main item I had wanted was actually totally different to what I had ordered, so decided to just send all 3 items back.

On reading the returns info it seems they have changed their policy and there was no returns label, it just said to phone Customer Service, which is an 0845 number

When I asked them to send a courier to pick the items up I was asked to download a returns label from their website, something I had never been asked to do before. Don't know how they expect customers with no access to a printer to be able to do that.

However what has really annoyed me is that although I sent back 3 items, I was only credited for 2 of them and when I phoned I was told I had sent one item to the wrong warehouse, even though I was not told there was more than one place to send returns.

I have chased them up constantly during the last couple of weeks and have now been told that even though they have received the items I will have to wait up to 6wks for a credit on the last item!

I have never received such poor service from any internet shopping site I have used before and would never use Debenhams again :mad:

Roma2010

I am also having a problem with Debenhams online. I placed 2 orders with them on 4th January. My credit card was very promptly debited despite the fact that they later said they were unable to fulfill the orders with the exception of 2 items.. They eventually issued a refund for all but the 2 items. Despite 2 costly phonecalls, 2 letters and emails, I still haven't had the items or received a refund. Their customer service is the worst I have ever experienced. Think I will have to check out my legal rights.. Sorry if I've rambled this is my first time on here:)

Stephb1986_2

If you have something to return to debenhams your best taking it instore and getting a refund. My mum ordered some bedding from debenhams in the sale she got it washed it before she was going to put it on the bed as you do, only when she got it out of the dryer the were fade lines all over it where the colour had come out of it, she called debenhams customer services and they said to take it instore for a refund.

HTH

Steph xx

Horasio

I got my parcel collected by courier and still not got a refund after nearly 3 weeks:(

lynzpower

I also ordered a few things off the debenhams internet in the sale. Kept some but some were too big ( ie shoes and clothes)

I went into the shop to return them ( luckilyI live near one) and went to take the items back.

I wastold by the manager who hapened to be on the tills at the time, that I wasnt entitled to a refund as the products were reduced in the sale. I said well I didnt know that they wouldnt fit, clearly I ordered them expecting that they would. She ummed and ahhed a bit, I got a bit miffed and started about the distance selling regulations.

At this she started flapping " on this occasion Ill give a refund but we wont do this again" I said thats fine I wont buy from debenhams then!

Evetually I got my refund but I was not impressed. If they do this to me again Im speaking to trading standards.

nicola00

lynzpower wrote: »

I wastold by the manager who hapened to be on the tills at the time, that I wasnt entitled to a refund as the products were reduced in the sale. I said well I didnt know that they wouldnt fit, clearly I ordered them expecting that they would. She ummed and ahhed a bit, I got a bit miffed and started about the distance selling regulations.


I got told this to by the till operative, he said oooh these items are all cheaper I can only give you a refund for that price. Yeah RIGHT, I quickly told him that he was wrong as it was purchased online and therefore I should be entitled to what I paid for them. Started to mention Distance Selling Act and he looked like I had just spoke to him in another lanuage, he called over a supervisor who told him I was correct, but then he proceeded rather huffly and slowly to put the refund through

I have just sent them an email yesterday as I returned Items by courier a few weeks before christmas and only 2 of the 6 items have been credited, even though they were all in the same parcel. it also took them 4 weeks to credit these 2 items.

Also had a major problem with them last year, placed quite a big order with them new outfits for xmas for the kids and some xmas presents. only half of them turned up but they charged me for everything and included them on the despatch notes I had.

It took a lot of phone calls, visiting the store and eventually went through my credit card company who got me a direct number and the CC company stayed on the call while I talked through what had happened. They credited the items and reordered them by the time some of them came it was too late for what they had been originaly bought for

Mercedes55

Well it's interesting that quite a few people seem to be having problems with Debenhams. With hindsight if I had used my husbands card to pay for the items I could have asked him to return them to the store, but I have agoraphobia and our nearest Debenhams is at least half an hour away. I will keep on pestering them, I have also asked for my delivery charge to be refunded because the items were not kept.

I will not be buying from them again for sure

Dustykitten

CCStar wrote: »

I got my parcel collected by courier and still not got a refund after nearly 3 weeks:(

Did they refund eventaully? I returned something by courier 4/3 via courier and it has still not been credited. I'm wondering if it has been lost? I do have the courier receipt which thankfully I asked for. I usually return to the shop and wish I had done on this occasion too.

ETA just been on their website and now realise that the item of clothing I have returned I shouldn't have returned to their warehouse via courier but somewhere else via Royal Mail or to the store. How confusing can one system be. Does anybody know what happens now.? I'll phone customer service tomorrow.