Who is the top person to complain to at Debenhams?

getting_there...

I bought a brand new washing machine in July. I also bought a bra from Debenhams in July, which was machine washable. I washed the bra at the end of August in my new machine, and heard a strange noise. Went to the machine and saw SPARKS! the underwire had come through my new bra and scored the door on washing machine.

I emailed Debenhams to find out what to do at the end of August - they advised to take the bra and photos of the damage to the store and it would be resolved. It wasn't. the Manager kept me waiting for AGES, only to eventually come out and then say it needed to be sent away as she didn't know what to do (despite me providing the email correspondance and the CS dept being informed of what store i'd return to and when). She lied and said the CS dept was closed so she couldn't ask for advice. Funnily enough i got straight through to them on my way home and they told me the store had to deal with it. This back and forther over who should deal went on and on, so i contacted Consumer direct, who advised my contract was directly with the store and to send them a letter. I did this and Head Office insisted they take over. They refused to collect the bra from me (i'd already made the effort to return it once, why should i be put out again?) but eventually i ended up taking the bra to the shop.

This was almost a month ago. The bra still hasn't been inspected, and the 'insurers' they have passd the situation to 'sent a letter' which i never recieved on 20 Sept claiming to be 'investigating' - what i don't know as they've never been in touch!

Basically, after numberous emails, letters and calls to both Debenhams and the insurers, i'm being ignored.

I work Mon-Fri and am out my flat 7am-7pm. I have to find time to go to a laundertte before it closes at 8pm as my washing machine is broken. This costs me money too. My weekends have been pretty jam packed recently and I'm going away with work soon, as well as trying to learn to drive. What Debenhams don't seem to grasp is that they are increasingly making my life more and more stressful by dragging this out - how long can it take to look at a bra and see its faulty, and have someone come see the damage it did to my washing machine? They refuse to give me any indication of when this matter may be resolved, to the point that i sent them a letter today via email advising i will take them to Small Claims if this isn't resolved by Friday next week, they still don't seem to be in any rush to help sort this out.

I'm desperately hoping someone will have contact details for people higher than Lynne Reed, Jaqueline Hayward and Paul Cavanagh as they are useless. I've now had the washing machine longer in a broken condition than i have in a useable one!

Please let me know if you can provide any way of trying to get them to help resolve the situation!

Annisele

What makes you so certain that it was the bra that was faulty rather than the washing machine? Have you tried getting whoever sold you the washing machine to repair it?

doodlesmum

I am friends with someone who fixes washing machines and this is more common than you would think,he told me that bra wires can come out into washing machines,if you are lucky they usually only get tangled up and it"s not to hard to fix but they can do real damage,so i would be inclined to go with the bra was faulty.I know it going be a pain to organise but it might be an idea to get an independent machine repairer out,get them to check your machine to double check there is nothing that could have caused the wire to pull out.If this is the case send that to Debenhams stating that you will take futher action if they do not right the damage.Sorry i cant help with any numbers,good luck.

getting_there...

Hi Annalise and Doodlesmum

Thanks for the replies!

The washing machine was brand new, and the underwire had just poked out the top of the bra, scratching the glass door really badly. No other granments, including other bra's, were damaged by the washing machine at any point in its very short few weeks of use!The bra is definately the issue, not the washing machine. I'm absolutely dismayed with how terrible Debenhams have been throughout this whole ordeal and its still not sorted! They have instructed their insurers to get quotes for the damage but haven't yet updated me on the bra - which must be faulty of they're going to repair the machine. I really just want to know who to complain to as this has been and still will be dragged on weeks, they have been nothing but exceptionally difficult and are very bad at communicating. I really just need this sorting, as its been going on since august!

Any help from anyone would be very much appreciated!

Thanks again

visidigi

Im not convinced you can blame Debenhams for this - you *might* want to check your documents which came with the washing machine to see what process they recommend - I know ours recommends the use of laundry bags to avoid damage.

Its common now - especially with underwire - manufacturers wont cover it under warranty if its a rubber seal for example, so the documentation does state this usually - this would mean Debenhams would only be liable for the Bra cost itself I suspect (consequential in contradiction to operation instructions wouldn't stand up when queried at a legal level I expect).

The reason I say the above is when the insurers inspect it, if this machine has that disclaimer then they won't pay out.

You say you saw sparks, you say it scratched the glass (glass doesnt spark in water so thats two different surfaces) and you say its completely unusable - I'm really not clear on what is actually wrong with the machine?!? If its just scratched glass this doesn't make the machine unusable...

and before you say you're only asking for a contact...the problem is it maybe because of the above why you are not getting anywhere currently...

meer53

Most washing instructions on bras say "hand wash" only. If you've put it in your washer then i don't think you have a case.

pinkshoes

getting_there... wrote: »

The washing machine was brand new, and the underwire had just poked out the top of the bra, scratching the glass door really badly.

getting_there... wrote: »

I have to find time to go to a laundertte

I'm confused! (happens often...)

How does a scratch in the washing machine door stop it working???

(or am I missing something??)