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

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
«13

Comments

  • Hintza
    Hintza Posts: 19,420 Forumite
    10,000 Posts Combo Breaker
    Very possibly you wil need to read their T&Cs.
  • shaun_from_Africa
    shaun_from_Africa Posts: 12,858 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    edited 5 April 2011 at 2:37PM
    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
    LittleEm Posts: 24 Forumite
    Part of the Furniture 10 Posts Combo Breaker
    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
    shaun_from_Africa Posts: 12,858 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    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
    LittleEm Posts: 24 Forumite
    Part of the Furniture 10 Posts Combo Breaker
    Thank you Shaun. I am about to start composing a letter to their complaints department. Hopefully I will have more luck this time.
  • PZH
    PZH Posts: 1,599 Forumite
    Part of the Furniture Combo Breaker
    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"
    “That old law about 'an eye for an eye' leaves everybody blind. The time is always right to do the right thing.”
  • shop-to-drop
    shop-to-drop Posts: 4,340 Forumite
    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.
    :j Trytryagain FLYLADY - SAYE £700 each month Premium Bonds £713 Mortgage Was £100,000@20/6/08 now zilch 21/4/15:beer: WTL - 52 (I'll do it 4 MUM)
  • LittleEm
    LittleEm Posts: 24 Forumite
    Part of the Furniture 10 Posts Combo Breaker
    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!
  • 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 in this space between the brackets and we can have a look.
    "If you no longer go for a gap, you are no longer a racing driver" - Ayrton Senna
  • LittleEm
    LittleEm Posts: 24 Forumite
    Part of the Furniture 10 Posts Combo Breaker
    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.....
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