Debenhams Problems

dannahaz

Hi, I used the 20% off and free delivery codes on two Debenhams orders.

I ordered a dinner service, and the damn thing has been arriving piece by piece, each piece in its own box. There tends to be about 4 boxes in each delivery, and I receive a separate invoice (and debit to my Debenhams card) for each delivery.

Everything was going OK (apart from the mountain of packaging), and I was being charged the correct amounts.

Then I had a delivery where there were 5 items listed on the invoicem but missing from the delivery. I phoned customer service, and she reordered what she could, but some of the items were now out of stock. I asked her if I would be charged for the replacements, and she said no.

And I have been. Of course.

The customer service lady I have just spoken to was very helpful, but it's going to take at least 7 days before the refunds appear on my account. She also isn't able to see what's on each order, I had to give her the item codes so she could try and spot what has happened.

In the meantime, trying to keep track is an absolute headache. Can you imagine, I have about 35 items items coming!

I can't believe the inefficiency of the system!

lizzielou

Hi, I came on looking for a free P&P code, got reading the threads about debenhams overcharging, so this prompted me to check the Christmas order I placed against my credit card, and guess what.... I have been overcharged! Not by a lot, but that is not the point, I am persuing this.

Thanks for the warning.

sue1976

I too was overcharged by Debenhams so I decided to send them an e-mail. 4 days later on they replied back apologising and saying that my account should be credited with the refund within the next week. I thought I would have had at least some disagreement with them, but no they admitted they had made a mistake and refunded the money.

ells2123

I will never use Debenhams online again!

Tried to combine some codes during the 20% two day spectacular. Codes showed on invoice but was then charged full amount, plus an incorrect item turned up. I rand CS and they said i could only e-mail. I e-mailed enquiring about the codes and asking if i can re-order the item that didn't get sent due to their error.

I got a rubbish reply saying that i hadn't used the codes (which of course they could see on my invoice) and it didn't even address my other query.

Have complained two additional times via e-mail, one to head office and haven't had any response. It's like banging your head against a brick wall!

The amount they actually owe isn't that much but it's the principle...all i can do now is vote with my feet!!

Glamourpuss_3

I had some problems with Debenhams too. I put an order in on 30 December and got an e-mail on 6 January telling me the products had been dispatched. On 8 January I received a package with just one of the items in it.

I read their customer service section of the site and it stated that items may arrive in different packages due to them being sent from different locations. I e-mailed them on 17 January as I still hadn't received the rest of the order yet the whole cost of the order had been deducted from my gift card. I got an automatic reply stating they would try to reply within 5 working days.

I never every got a reply to my e-mail so I called them today and the lady I spoke to said it must have got lost and the items I didn't receive were all sold out apart from one so I just asked her refund it all to my card. I don't want to wait another week or so for one item to come. She was very nice but I do still feel disappointed in the overall service as I thought two weeks was plenty of time for them to reply to my e-mail. If they had sorted it out when I e-mailed perhaps all those items wouldn't have been sold out and I could have got my whole order.

She said that it will be three working days before the amount is refunded to my gift card so I'll check the balance online on Monday or so and then if its not there I'll have to call them again.