Debenhams Problems

jojo1978_3

If you have paid by credit card, then can't you get them to dispute it for you?

BargainMad_3

It must be a nightmare for people who budget to have the full amount taken and then a refund applied (AFTER chasing). However if I was going to complain I would make sure the code was a legitimate one for me rather than one that applies to say Gold card holders which is then used by people who don't even have a Debenhams account.

me4bargains

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 the same problem. Their online service is crap. I never got my discount nor Nectar points.
The site kept crashing just as I was about to pay and I ended up recieving 3x what I odrered and thus charged thrice.
It was a battle to get bacl all my money immedtaielty because they said I would have to wait 21 days after the collected the surplass goods.
I threatened them with legal action and they gave me an immediate refund.
I will never buy online of them again.

GoldenEye

BargainMad wrote:

However if I was going to complain I would make sure the code was a legitimate one for me rather than one that applies to say Gold card holders which is then used by people who don't even have a Debenhams account.

This may be true but that doesn't give Debenhams the right to take money without prior authorisation. If it was for Gold Card holders only then they should have cancelled/voided the transaction.

Woolworth's recently mis-advertised a 32" LCD TV for £150 and many people ordered them. Woolworth's refused to honour the price so they cancelled everybody's orders. Can you imagine what would have happened if Woolworth's charged the correct price of £700+? This is what Debenhams have effectively done.

lil_me

This happened to me, was only about £9 but I emailed them to complain and they refunded the difference straight away and I got an apology.

GoldenEye

gazzer666 wrote:

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?

I don't understand why it takes till New Year to refund? If it has been paid through a credit card a refund should be instantaneous.

I think that if they give a refund just accept it gazzer666. I think people who are being challenged on their orders like Yasmina and kmeast (and being called liars) should receive an apology.


I had a refund problem with another retailer a few months back and the following method worked for me. I suggest:

Demanding a refund
Give an expectation on when you want to receive the refunded money
Always use "thank-you"

E.g.

Dear Debenhams,

I have been overcharged for the recent purchase of XXXXXXXX. I have purchased many items from Debenhams and never had a problem till now. I did not authorise this amount to be taken from my bank account and I have a receipt. I expect the money to the value of XXXXXXX to be refunded back into my bank account within three working days. I have attached a copy of my receipt as proof of purchase below. I anticipate your response.

Thank-you,

XXXXXXXX.

gazzer666

Well, having checked our bank statement, the overpaid monies have still not been returned to us.

Rang CS, and the lady refused to refund us the overpayment until the beds have been delivered, which can be up to 5 weeks from point of order.

So basically, Debenhams took £80 of unauthorised money from us, and will not refund it until they have dispatched the goods, bearing in mind the possible 5 week wait.

Talk about great service, I certainly won't be buying anything from them again !

jimsmum

http://forums.moneysavingexpert.com/showthread.html?t=338695&page=3&highlight=debenhams

i think this is what has happened to me only with a gift card and the order being cancelled

Yasmina

Same. They took unauthorised monies from my account [far more than I authorised online] and refused to return it. Add to that, I had the same problem as someone here, whereby the site crashed at the point of placing the order so I got duplicate orders - and charged for them all! When I rang CS to complain, they said I "must have wanted duplicates" !!!!

Total idiots. DO NOT USE THEIR ONLINE SERVICE!

MissBehaving

I was just about to order two dresses from them and came on here looking for a code. I think now, after reading about your hassles, that I will go into the store on Saturday morning instead!