Help - Debenhams have not honoured code!

kmeast

I used code SHA1 when placing 2 orders with Debenhams to get free p&p, but when I checked my bank statement they have charged me the full amount.

My order confirmation says the discounted amount, but when I queried with them they said it was only to be used by Gold Card holders.

Can they do this - I have not authorised this amount to be taken! I know technically I have fraudulantly used the code, but they should have picked up on this & queried it. They have fraudulantly taken the money - or have they?

Advise greatfully received!:)

zoezoe_3

I dont think they can deduct more than you agreed, but I dont think they are obliged to go through with the sale until the deduct. If you know what i mean.

i personally wouldn't push this, simply cancel teh order under the Distance Selling Act.

kmeast

Thanks, but the sale has already gone through. I have had the goods & didn't realise they had charged me for postage until I got my bank statement!

I would return the items, but I have worn them!!

bootman

They did this to me as well. Online confirmation said one thing and invoice that came with goods said charged. Just call them and tell them the code you used. They refund it no problem. No hassel and seem to be quite nice customer services.

bargainaholic

Happened to me too. I'd placed 5 orders, because my money was on 5 different gift cards, and you can't combine payments on the Debenhams website. I rang CS and got a truly awful woman, who refused point blank to refund any charges, even though one of them was on my Visa card, and I queried the legality of them charging more than I'd agreed to pay. The service was terrible, and when I said told this woman how dissappointed & cross I was she said "good".

I'm presently in touch with their head office about the whole saga via head.office@debenhams.com. Fingers crossed for all of us.

BargainMad_3

Only ever placed one order with Debenhams - added a code for 1000 extra nectar points. Got the normal nectar points but not the 1000 even after weeks of waiting. Did not follow up as assumed code was not meant for me but gleaned from this site.

Keep us updated - I may even try to get my 1000 nectar points !!

GoldenEye

It also happened to me and make sure you don't stand for it! They took off the 10% discount but charged me the postage costs.

Also check this post:

http://forums.moneysavingexpert.com/showthread.html?t=305436




This is the first email I received after I initially emailed them asking why they charged me the postage:

"Dear Mr XXXXXX

Thank you for your email.

We are pleased to confirm that the discount was applied to your order and
deducted from your payment.

However,please be advised that we do not offer discount on the delivery
charge of £3.50

Kind Regards

Debenhams Customer Services."




Of course, by now I was pretty p!ssed off so I sent them another email:

"I used the free postage code "PYVP" in the discount box and the order went through confirming the total at £39.60. I have copied and pasted my confirmation email/receipt below. The delivery charges box clearly indicates a charge of £0.00 and yet I was still charged postage fees.

The reason why I ordered from Debenhams.com was because of the free postage offer otherwise I would have bought from the High Street store as the price would have been the same without the 10% discount. The product was despatched to me without Debenhams warning me about the additional postage charge and for this reason I am not happy. The receipt/email clearly states the total final costs I have to pay to Debenhams.

Thank-you,

XXXXXXXXXXX."


I got this reply:

"Dear Mr XXXXXXX,

Thank you for your recent email.

We can confirm that a refund has now been processed and will be credited back to your card for the amount of £3.50.

Please accept our apologies for any inconvenience caused.

If you have any further questions or comments about the service we offer, please contact us - we're here to help.
Kind Regards

Debenhams Customer Services."


They also wrote me a letter apologising and confirming payment back into my account. I cannot fault them on this and I would still shop from Debenhams.


£3.50 is a lot of money so don't let them take it from you!