Debenhams online

krisskross

I placed an order with them earlier this afternoon.

On receiving my confirmation email I realised they have reverted back to my previous address for delivery. This despite my having changed the details and received deliveries to my new address,

I phoned immediately and was told it was too late to change anything (about 20 minutes since order) and that the goods would go to my previous address. IF Debenhams get the goods returned then they will refund my money. No answer to the question of what if the person living at my old address decides to keep the goods.

Any ideas on what if anything can be done?

arcon5

The tenants can't just keep the goods, the goods do not belong to them and by refusing to allow you/debenhams to collect them at a convenient time to them then it could be classed as theft.

I'd send a letter (or go round) and explain whats happen and ask them nicely if you can arrange for the to be collected (select the CityLink service at parcel2go.com and the courier will provide their own labels so the recipient doesn't need to do anything).

It's a bit rubbish Debenhams can't do anything about it do, so quickly after the order.

If the tenants refuse, it's hard to be able to persue it in the courts without a name. The only other option would be to ask for a Police escort (if they would allow this that is) to go collect them yourself. This is assuming they don't deny receiving the parcel.

Otherwise you need to determine who is at fault with regards to the address... was there a website glitch or did you enter/select the wrong address?
If you, then just explain to them what has happened, and appeal to their good nature for a price to replace the goods.

krisskross

arcon5 wrote: »

The tenants can't just keep the goods, the goods do not belong to them and by refusing to allow you/debenhams to collect them at a convenient time to them then it could be classed as theft.

I'd send a letter (or go round) and explain whats happen and ask them nicely if you can arrange for the to be collected (select the CityLink service at parcel2go.com and the courier will provide their own labels so the recipient doesn't need to do anything).

It's a bit rubbish Debenhams can't do anything about it do, so quickly after the order.

If the tenants refuse, it's hard to be able to persue it in the courts without a name. The only other option would be to ask for a Police escort (if they would allow this that is) to go collect them yourself. This is assuming they don't deny receiving the parcel.

Otherwise you need to determine who is at fault with regards to the address... was there a website glitch or did you enter/select the wrong address?
If you, then just explain to them what has happened, and appeal to their good nature for a price to replace the goods.

I do agree with you but if they are delivered using an unsigned for service I can't do anything.

After not getting anywhere on the phone to customer services I tried the email route. Had an email back to say they will endeavor to respond within 5 working days! Don't rush yourselves then.:rotfl:

BlueAngelCV

Email & write to them (recorded delivery) stating that you are cancelling the order under DSR. If they deliver it to the wrong address then that is their problem and it is for them to take any steps to get the goods back.

arcon5

BlueAngelCV wrote: »

Email & write to them (recorded delivery) stating that you are cancelling the order under DSR. If they deliver it to the wrong address then that is their problem and it is for them to take any steps to get the goods back.

If the goods have been delivered op would need to return them at their own cost.

Debenhams aren't delviering it to the wrong address, they're delivering it to the correct address (ie address provided by the customer).
Just happens the customer has provided an incorrect address and now their shoddy service means it can't be rectified!