Do I have to pay carriage to return goods to Debenhams?

LittleEm

I bought a chest of drawers from Debenhams online, but when they arrived they were a completely different colour brown than expected. They have said they will refund my money, but I have to pay £75 to return them! I even offered to bring them back myself, but they won't accept that either.

I would attach a photo, but not sure how too! I bought them as in the picture they perfectly matched my floor. In reality, they are nothing like it. Had I seen this, I wouldn't have even given the drawers a 2nd look, let alone buy them in the first place.

I really want to return them, but can't afford £75 for the priviledge. I have emailed them and sent this photo, but they are still not budging.

Does anyone have any advice for me?

Thanks

Hintza

Very possibly you wil need to read their T&Cs.

shaun_from_Africa

Was the chest made to order, or a standard item?
The reason that I ask is that on their T&C's they only mention the £75 for made to order items
http://www.debenhams.com/customer-service/returns-and-refunds#Courier_collection_service

If you wish to return made to order furniture you must inform us within 7 working days from delivery of goods. A £75.00 charge will be made for the cost of collection

and everything else (apart from a few concessions) appears to be either free return or return to a store.

LittleEm

This is the item I ordered...
http://www.debenhams.com/webapp/wcs/stores/servlet/prod_10001_10001_321009101899MISC_-1?breadcrumb=Home%7Etxtelba+drawers
I didn't think it was a made to order product as it is in stock (as it was when I ordered) and was not made specially for me, just standard. But I may be wrong?

shaun_from_Africa

I would definately contact debenhams again and dispute the return charges, telling them that the chest is not made to order.

Although on the advert is states "Made to order furniture Terms and conditions", it also states "In Stock" which to me would clearly mean that it wouldn't be made to order especially for a particular customer.

Also, if you scroll down to the bottom of the listing you will see 2 tabs, "product details" & "Returns policy", and if you click on the returns it states

Debenhams will be happy to exchange or refund your purchase within 28 days providing the goods are in a fully resaleable condition (including tags) and are not within our exclusion policy*. This policy does not affect your legal rights.
You can return unwanted items either by visiting your local store, by arranging a courier collection or returning by post, exclusions apply to selected products.
For instructions on how to return and information on Debenhams Refund Policy please see our returns and refunds section.
[URL="Javascript:var tmp=window.open('/webapp/wcs/stores/servlet/HelpView?propFile=0211_returns_pop_up.properties','','height=606,width=630,scrollbars=yes,resizable=1',toolbar='no')"]* Refund policy exclusions apply[/URL]

LittleEm

Thank you Shaun. I am about to start composing a letter to their complaints department. Hopefully I will have more luck this time.

PZH

Even if it were "Made to Order" - their own T&C's state:-

* THESE TERMS AND CONDITIONS DO NOT IN ANY WAY AFFECT YOUR STATUTORY RIGHTS RELATING TO FAULTY OR MISDESCRIBED GOODS...

I would politely speak to them and advise the goods are not as described and in accordance with their own T&C's you will "..return unwanted items.. by visiting your local store"

shop-to-drop

I needed to return an item of furniture which was delivered damaged to debenhams and founf the call centre staff member extremely friendly and helpful. So I wouldn't hesitate in phoning them up to enquire.

LittleEm

Shop to drop - I have actually spoken to several of the call centre staff and emailed them. On the whole, I agree, the majority of them were helpful, but they were quite powerless to help, as they had to refer it to another department (who I was unable to contact directly for some reason) so I just feel frustrated. T
Shaun - I will quote that in my letter thanks!

Jeff_Bridges_hair

phoodless wrote: »

Even if it were "Made to Order" - their own T&C's state:-

* THESE TERMS AND CONDITIONS DO NOT IN ANY WAY AFFECT YOUR STATUTORY RIGHTS RELATING TO FAULTY OR MISDESCRIBED GOODS...

I would politely speak to them and advise the goods are not as described and in accordance with their own T&C's you will "..return unwanted items.. by visiting your local store"

The problem with that is how would you dispute not as described? It states dark brown now we all know there are many shades of dark brown and without a pic we cant really tell.

OP take a picture then using your card from camera upload to imageshack then copy and paste the and we can have a look.

LittleEm

Ok I'll try and put the photo on if I can... I would appreciate all your opionions on it. I guess it is just a matter of opinion and I do know that I can be fussy at times!! Ok bear with me.....