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Debenhams - Not fulfilling Orders

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Comments

  • Well, called them, argued my case, spoke to supervisor and they said that the items are back in stock but they can't honour the sale price as they were out of stock at the time of ordering. I asked them why it has taken nearly a whole week to tell me that they are out of stock, why they took the money out of my bank account yesterday and then put it back again today but they couldn't explain that.

    The orders were for Very Hollywood perfume and the discount was worth £35.00 and £18.00 so a total saving of £53.00. How does the saying go, when it is too good to be true...

    I could have been shopping elsewhere and they have wasted a whole afternoon of my time by promoting a fictitious sale. They didn't appear to be bothered by the fact that I'm now going to cancel the rest of my order either, it was just "o well". They couldn't even cancel my order, I've got to wait on the items being delivered and then refuse them – so very efficient!

    I feel like I've been mislead and ripped off!
  • Bexster
    Bexster Posts: 543 Forumite
    I rang up about a couple of orders and they seem in a bit of disarray. I had ordered two pairs of suit trousers for my DS and they are definitely not in stock. While on line I asked about my julien mcdonald photoframe order (ordered 3) they were out of stock but got her to agree to replace the order for same price but with 3 of the next size up. So that was a result if nothing else. Anyone with the photoframes its worth asking that. Nice CS assistant said they had, had 7000 orders on Sunday so it was a bit chaotic but she was ever so keen to help.
  • Bexster
    Bexster Posts: 543 Forumite
    OMG take that back! After taking all my card details and agreeing the order right at the point of it going through she comes back on the line and says she cant do it! I spoke to a supervisor who basically did nothing! So I take back all that I said and said I would write an official complaint and said its shocking you offer me a solution, you put it through, you take payment off of me me and THEN you say oh no sorry that was all wrong you can have nothing! Not your original order and not anything to replace it! Awful customer service AWFUL!
  • Dustykitten
    Dustykitten Posts: 16,507 Forumite
    Part of the Furniture 10,000 Posts Combo Breaker
    Like lots of you I feel very let down. First an email to say one item could not be fulfilled, the one with the best discount, now an email to say technical glitch and some orders may have been cancelled but not definite answer as to whether it has or not. I'm not wasting money phoning them, I'll wait and see.
    The birds of sadness may fly overhead but don't let them nest in your hair
  • I was given the following email address by the advisor I spoke to if it helps any of you....

    [EMAIL="head.office@debenhams.com"]head.office@debenhams.com[/EMAIL]

    Good luck.
  • Have just received the same email! Luckily only ordered the one item. Phoned them and explained that I had received an email saying 'unable to fulfill' without any explanation of what this meant or why this had happened. The woman on the phone was so blas! about it all and just told me it meant out of stock. I asked to speak to a manager who came on the line afew minutes later and was equally helpful. I explained that there were forums online discussing it and hundreds of people had the received the same email. I asked him to check the stock again and he told me it was still out but that I could collect it from my Debenhams store (so seemingly in stock somewhere!)- I told him that so long as it was the same price then I wouldn't mind collecting it. He then quoted the price at double what I paid and when I told him this was incorrect he stated that it had gone back up to full price and that they don't honour the prices when orders are cancelled. I said 'But I didn't cancel my order, you did' to which he didn't have much to say other than I wouldn't be charged for the item - I should hope not too!

    Seems this was all a bit of a tactic to draw you in with great deals and get you to spend and then cancel and withdraw from the sale of any discounted items so you're left only paying for the full price items!

    Disgusting tactics considering how much time and energy people have put in to ordering these items....
  • concerned43
    concerned43 Posts: 1,316 Forumite
    Part of the Furniture 1,000 Posts Name Dropper Combo Breaker
    Has anyone else received this email:
    Dear Customer,

    I am sorry to inform you that there has been a problem with our Debenhams.com web site.

    This has resulted in some items within our customer's orders being subsequently cancelled due to a technical glitch.

    In some cases customers were charged for these items. In all cases this would have resulted in an immediate refund to the original payment method. Due to the bank clearing system it may take a couple of days for this to show in the account.

    It goes without saying that we are very sorry indeed for any disappointment or inconvenience we have caused.

    As a gesture of goodwill you can use the discount code PD6P which will entitle you to a discount of 15%, on your next purchase(s) on-line, until the 11th of December 2011. (Terms and conditions do apply, please see below).

    Regards
    Debenhams Customer Services

    [FONT= ]TERMS & CONDITIONS [/FONT]
    [FONT= ]1. The offer is available on debenhams.com and excludes orders placed via the mobile and iPad apps.
    2. Excludes beauty, fragrance, furniture, gift experiences, Fred Perry debenhamsplus.com debenhamscurtains.com, debenhamstailoredshirts.com, debenhamsflowers.co.uk, Debenhams Gift Vouchers and Gifts Cards, Debenhams Personalised Wedding Stationery, Debenhams Wedding Gift Lists, handling and delivery charges or in payment of any outstanding balance on your Debenhams account.
    3. The voucher cannot be used in conjunction with any other offer or promotion.
    4. To claim your 15% off discount online visit debenhams.com and type the 4 digit promo code in the promotional box once you have added the item(s) to your shopping basket. [/FONT]
  • I know this probably doesn't make any difference but on Sunday night i tried to order a coat that was reduced by 25% from £145. On Monday I looked on the website and the coat had gone back up to full price. I still hadn't had any confirmation so rang up customer services and the young lady stated to me that any orders placed on the internet that did not go through due to website issues would be honoured at the sale price. It obviously depends (judging on the above comments) on who you speak to! I am going to tempt fate and say they were helpful as I then gave them a 20% discount code which they honoured as well. I am the same as everyone else though and won't believe it's gone ok until the item turns up. It is all a bit suspect though as I have seen this happen everytime Debenhams have a sale (and for some reason I still go back). Fingers crossed I get everything I have ordered pretty much everything from here for Christmas as I can't bear the thought of taking a trip to the shops in December!


    Oh I also got the email to say That orders have been wrongly cancelled and rang customer services as so far I haven't had a cancellation of order email after 20 mins of waiting to be put through I hung up. Will just have to wait with baited breath!
  • Bexster wrote: »
    I rang up about a couple of orders and they seem in a bit of disarray. I had ordered two pairs of suit trousers for my DS and they are definitely not in stock. While on line I asked about my julien mcdonald photoframe order (ordered 3) they were out of stock but got her to agree to replace the order for same price but with 3 of the next size up. So that was a result if nothing else. Anyone with the photoframes its worth asking that. Nice CS assistant said they had, had 7000 orders on Sunday so it was a bit chaotic but she was ever so keen to help.

    The CS assistant you spoke to may have been nice, but they also were a bit clueless on the volume of orders. Debenhams internet orders are more in the region of 7000 an hour during mega events, not over the whole day!
  • Debenhams facebook page has been a torrent of complaints over the last few days. Strangely, they have removed all the posts.
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