Debenhams Help!! They want me to pay again

lozzzy85

Hi All,

I've recieved a fault table from DEbenhams and if i want a replacement i have to pay again and wait for a refund at a later date.

I've writte the email below to them and copies it to trading standard...

Can anyone suggest any more outlets to lodge my complaint?


"I took delivery of Light solid oak 'Newport' dining table which i ordered on 31/03/12 and received on 14/04/12.

It has an obvious manufacturing fault where the table top is screwed to the frame resulting in a large crack.

Firstly I am disappointed that this passed quality control (and the obvious fact that this box has been opened and resealed several times) and my second and most argued point is the customer service I have been offered is a disgrace.

Sunday morning I spoke with Amber and supervisor Emma regarding the point that if I wish to order a replacement table I must pay another £212 to order a new table and then await a refund.

I had spoken with the complaint team (Karl & call centre manager Gina) who have confirmed that Debenhams final response on this issue is that if want a replacement I need to pay the further £212 and awaiting a refund when the new table is delivered/old one collected in two weeks.

I am unhappy as this is a large amount to pay again.

This naturally has made me very angry, as if it had been a cheap pair of shoes i had ordered it wouldn't be a problem, but because 2 weeks ago I gave you £400, I obviously shouldn't have to pay again!

To resolve this I want a new table ordering so that I am not just stuck with 4 dinning chairs as soon as possible, and I will not pay an additional £212 and await a refund as if this current service is anything to go by i'll be arguing a long time to get my money back.

Gina of the call centre suggested that i contact Trading standards as she was un aware if Debenhams were subject to any Ombudsman, therefore as a result I have copied this email to my local trading standard office."

Please help!!

santer_2

The CEO for Debenhams is Michael Sharp

michael.sharp@debenhams.com

You could let him know

The usual advice is

" The Chief Executive Officers (CEOs) of companies are people, like you and me, who will respond to you depending on the content and tone of your e-mail. So, here are some hints and tips which should help to get a satisfactory reply:

• Be polite
• Keep the information concise and to the point
• Include customer reference numbers or invoice numbers, if applicable; Include a brief history of the issue, if applicable
• Do not accept being passed back to "Customer Services"
• Explain clearly what you want as a solution or outcome "

pulliptears

You'd be better posting up on the consumer rights forum, they can advise you better
x

lozzzy85

Thank you so much!!

LLM

I had the same problem with some furniture from Debenhams and I was not at all happy that they were saying that I had to pay. In the end, I made a complaint to them and persisted in my refusal to pay again and await a refund, and in the end they gave in and sent me some new chairs.

This policy is less than satisfactory when you have already paid for, and then been sent damaged or faulty goods. Certainly has put me off using them for furniture again.

dustyT

Hi Lozzzy85, I ordered the exact same product back in Jan 2012. One of the chairs is still in pieces as a faulty chair leg was sent.
I have made to date 7 calls, sent 3 emails to head office and have got nowhere.......I am constantly told that a replacement leg will be sent from Newport, but it never arrives....

Like you, the only other 'option' I have been offered is to pay for another pair of chairs and 'arrange' the return of the defective item and then wait for the refund to be processed. I find this utterly unacceptable!

I have contacted CAB to ask for some advice as I cannot get anybody at debenhams to offer me a sensible solution.

I'd be really interested to know if you got anywhere with your complaint?