Debenhams Problems

s55sjm

Anyone else had problems with debenhams discount codes?

I used a 20% off code and a free delivery code and got one item ordered that was £55 and which was already reduced by 20% to £44 reduced by a further 20% to £35.20 - and they confirmed my order and the price by email.

Good Shopping I hear you say but when I got by credit card bill I had been charged £47.50 which I subsequently found was the £44 plus the £3.50 postage!

When I queried the order with Debenhams I was told I had not placed the order until 12th December and not on 10th December the date of my order and the email! and to boot I had not used dicount codes! After some arguing they saw my point and agreed to refund the amount but when the refund has been credited I have only been given 20% of £47.50 i.e £9.50 and not the £12.30 which I was mischarged.

I haven't taken this further mischarge up with them - and a freind of mine has had a similar experience. Is there anyone I could report them too? would trading standards be interested?

Be warned check your credit card statements.

GoldenEye

It seems that most people have been affected by Debenhams incompetence.

Check this thread:

http://forums.moneysavingexpert.com/showthread.html?t=331110

Yasmina

This happened to me too, and I did post on here about it some months back - my original posts aren't included in either of the enclosed links here, but I had a completely miserable time with Debenhams online - they took the full amount from me, when the items offered were on sale, they didn't add the extra bonus nectar points as per the offer, they sent me completely random sizes, and barely anything they sold online was actually available - yet they still charged me for said unavailable items and kept the money!!

I too got a complete cow at Customer Services, who disputed what I was reading out from my invoice [which included items NOT sent to me but charged to my card anyway] - she then called me a liar! It was such a miserable and horrible experience. I DID finally get a refund but it took weeks and weeks.

I would advise against using their online services. :eek:

BargainMad_3

I used a 1000 extra nectar points code with my first online order. 1000 extra points never materialised and was the same for many people. First order will be my last order.

GoldenEye

Yasmina wrote:

This happened to me too, and I did post on here about it some months back - my original posts aren't included in either of the enclosed links here, but I had a completely miserable time with Debenhams online - they took the full amount from me, when the items offered were on sale, they didn't add the extra bonus nectar points as per the offer, they sent me completely random sizes, and barely anything they sold online was actually available - yet they still charged me for said unavailable items and kept the money!!

I too got a complete cow at Customer Services, who disputed what I was reading out from my invoice [which included items NOT sent to me but charged to my card anyway] - she then called me a liar! It was such a miserable and horrible experience. I DID finally get a refund but it took weeks and weeks.

I would advise against using their online services. :eek:

So sorry to hear what had happened to you Yasmina! Everybody that has ordered from the online site has visual and if printed, written proof so they cannot call us liars. After reading your story I might think twice about using Debenhams.co.uk.

They must be doing this on purpose and relying on the customers who will actually challenge their orders. No-one should stand for it. If Debenhams do not want to honour the online discounts then they should just cancel the order... simple as that. I wouldn't be too bothered. When they charge a fee completely different to what I authorised on my credit card well that just isn't acceptable and it accounts to fraud. That was my veiled threat to CS. I received a postage refund and a letter of apology through the post that somewhat surprised me. But your case, well it seems that a jealous CS worker had something in for you!

It's a shame because their High Street stores are excellent and they virtually unbeatable on discounts (Blue cross, Mega Days etc). Instore customer services are excellent too. I have heard recently that Debenhams are not doing financially well. Now I know why.

Good luck people!

mummytomoo&roo

BargainMad wrote:

I used a 1000 extra nectar points code with my first online order. 1000 extra points never materialised and was the same for many people. First order will be my last order.

I had same problem with 2 separate orders and had to phone the nectar helpline and send evidence of my purchases but they did eventually add the 2000 points so it would be well worth you chasing them up.

smudge78

When I ordered 4 days ago I used 20% off, triple points code and the £5 off £30 code. They charged me the full amount even though my email confirmation said less. Do I have a leg to stand on?

I have emailed them outlining my concerns-waiting for their response.

GoldenEye

smudge78 wrote:

When I ordered 4 days ago I used 20% off, triple points code and the £5 off £30 code. They charged me the full amount even though my email confirmation said less. Do I have a leg to stand on?

I have emailed them outlining my concerns-waiting for their response.

I think you do. You have proof of the transaction and if they do not honour the discounts ask for a full refund. Make sure you adopt a stern approach in your emails. Good luck.

kmeast

I am currently playing email 'ping-pong' with Debenhams over mis-charging me. They are refusing to honour the free P&P on 2 orders. Also no Nectar points!

I have now told them that they have fraudulantly taken the money from my account & I will take the matter further if they do not refund me - will probably have to wait another 10 days for a reply!

Feel like ringing them, but at least on email I have a written record of all correspondance:rolleyes:

GoldenEye

kmeast wrote:

I am currently playing email 'ping-pong' with Debenhams over mis-charging me. They are refusing to honour the free P&P on 2 orders. Also no Nectar points!

I have now told them that they have fraudulantly taken the money from my account & I will take the matter further if they do not refund me - will probably have to wait another 10 days for a reply!

Feel like ringing them, but at least on email I have a written record of all correspondance:rolleyes:

Hi Kmeast. I remember replying in your Debenhams thread. This is quite shocking. I always use email as my initial response to any online company because like you said, it produces a record of correspondence (if legal action is needed).

My point is that if they did not want to honour the discounts then why didn't they just cancel the orders in the first place like all good retailers do? With Debenhams taking money that has not been authorised it accounts to stealing and we all have proof. They have made it worse for themselves. I don't think they have the law on their side.

gazzer666

On 10th December we placed an order for 2 beds with a 20% discount code. The email came through confirming total amount of £332.79 and a couple of weeks later we received the invoices from them showing £419.98 !!! We checked our bank statements and they had taken the full amount without discounts. We rang CS up and they said they would refund the £83.19 but we have to wait until the New Year for this. Woman at CS was very pleasant though.

Seems like they have a big problem with their discount codes still - recommend everyone checks their bank statements carefully !!!!

Not sure if it's worth writing an official letter of complaint - any thoughts?