Debenhams Rubbish Service

Jim2112

Hi guys, Just and rant and a warning about doing business with Debenhams online service. Be aware. The short version is that the customer service and terms & conds are brutal at best.

First online order placed decided to cancel the next day but the jobsworth supervisor informed me of a 30, yes, 30 minute cancellation window. Now the order has to be delivered - returned - refunded, etc. taking up to 2, yes, 2 weeks.

Sounds trivual maybe but it's been a long time since I've dealt with an online retailer with such a lack of empathy for it's customers, they are only interested in one thing, obviously your money and customer service is a term that is completely over the head of Debenhams employees. Maybe if they paid their staff a decent wage they might begin to give a damn about their customers.

So as usual these days they only way to get justice is to hit the shareholders in the wallet by warning all us poor people about the MoneyGrabbingExpert(s) Debenhams.

TadleyBaggie

Never had a issue personally, I've always popped in to my local Debenhams to return an item, been refunded promptly.

fluffnutter

Hmm, technically the DSR allows cancellation up until dispatch (and 7 working days after receipt of goods) therefore their 30 minute cancellation policy contravenes this. You could cancel, then refuse to take receipt of the goods. I don't know how long you'd have to wait for your refund but at least you wouldn't have the hassle of returning the goods.

Jim2112

Thanks for the info but my local Debs is over 20 miles away and the supervisor give you the excuse of being locked out of the system so the order cannot be changed. I know this is a load of bull. Even the bank said that the order could easily be cancelled.

The only way is to take delivery or refuse like you suggested and then wait up to 14 days for the refund.

Pretty brutal system if you change your mind and I'm not even sure if a 30 minute cancellation window is even legal.

Would love someone with a bit more clout than me to sort them out, maybe we'll see them on the next series of watchdog.

k3lvc

Jim2112 wrote: »

Even the bank said that the order could easily be cancelled.

!!!!!! has it got to do with the bank ? It's like me asking BP about the inner workings of Easyjet.

You changed your mind and will, at some point in the future, get a refund but will have to do some work towards it. How is this Debehams faults ?

NCISROCKS

fluffnutter wrote: »

Hmm, technically the DSR allows cancellation up until dispatch (and 7 working days after receipt of goods) therefore their 30 minute cancellation policy contravenes this. You could cancel, then refuse to take receipt of the goods. I don't know how long you'd have to wait for your refund but at least you wouldn't have the hassle of returning the goods.

Has the OP informed them in writing that he wishes to cancel the order?

Jim2112

k3lvc wrote: »

!!!!!! has it got to do with the bank ? It's like me asking BP about the inner workings of Easyjet.

You changed your mind and will, at some point in the future, get a refund but will have to do some work towards it. How is this Debehams faults ?

What a lot of crap you are talking, when a retailer refuses to cancel an order that makes them in breach of the distance selling regs the next logical step is to ask your bank what they can do about stopping the payment. Taking 14 days to refund someones money is very unreasonable and is simply rubbish customer service.

Some point in the future is not good enough in a professional retail environment, where do you work: Burger King perhaps!

NCISROCKS

Jim2112 wrote: »

What a lot of crap you are talking, when a retailer refuses to cancel an order that makes them in breach of the distance selling regs the next logical step is to ask your bank what they can do about stopping the payment. Taking 14 days to refund someones money is very unreasonable and is simply rubbish customer service.

Some point in the future is not good enough in a professional retail environment, where do you work: Burger King perhaps!

DSR allows upto 30 days for a refund. Have you cancelled in writing as per DSR?

k3lvc

Jim2112 wrote: »

What a lot of crap you are talking, when a retailer refuses to cancel an order that makes them in breach of the distance selling regs the next logical step is to ask your bank what they can do about stopping the payment. Taking 14 days to refund someones money is very unreasonable and is simply rubbish customer service.

Some point in the future is not good enough in a professional retail environment, where do you work: Burger King perhaps!

For a newbie you sure have some attitude :eek:

According to Directgov - "If you have already paid for the items or services, the trader must refund your money within 30 days of you cancelling the agreement." - what makes you feel your change of mind gives you any more rights than this ?

Jim2112

The goods were dispatched today and after going up the tree a little they agreed if I do the 20 mile drive into the local store they will refund the goods immediately and give me a gift voucher for my trouble. Sounds like the call centre staff are to blame, you pay peanuts you get monkeys.

Thanks for all the good advice and as for the mean posters you can kiss my hairy scottish a**e.

somethingcorporate

I like this one, can we keep him??