Debenhams Return Policy (Xmas)?

joe2cool

Hi just emailed debenhams asking about their returns policy over Xmas, as nothing mentioned on their site. They just said ' [FONT=tahoma, arial, sans-serif]Unfortunately, for the order placed online or via our Customer Contact Centre we are unable to override our 28days returns policy'.

[/FONT][FONT=tahoma, arial, sans-serif]I'd like to buy my wife a jacket for Xmas on line, but just in case wrong size etc, I was hoping for an extension on the receipt until after Xmas. I am sure the returns policy last year over the Xmas period was extended?

You would think gifts bought during this period would have the extended returns policy.
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bagby

It was the same last year. I bought some things outside of the 28 days and could only get an exchange. Hey wouldn't budge. So won't be buying from them this year.

joe2cool

Thx looks like I won't

dissillussioned

I ordered a dining table online from Debenhams and it arrived damaged, their online returns policy states that they will send a replacement but their customer service said I would have to return it then re-order another one. So I returned it and had to wait 2 weeks for a refund, needless to say I didn't re-order. When I wrote a review they would'nt print it even though i only told the truth it went as follows:
This is debenhams returns policy for damaged items
"My order has arrived damaged
We are sorry your order has been damaged, please accept our apologies for any inconvenience this may have caused. Please contact our Customer services team who will organise a replacement to be sent.
What a joke,
I contacted customer service because i received a damaged table, they said this policy only referred to certain items, I asked which items it referred to and he didn't know, he said I would have to send it back and then re-order the table, He said a replacement would not be sent, this meant paying out again for another table, I asked if my money for the damaged table would be debited back to my account straight away and he said "NO" it takes a couple of weeks. As the table took 4 weeks to be delivered and 2 weeks for my refund i decided not to re-order because we would have been eating xmas lunch off our knees. My advice is shop else where Debenhams are liars their policy means nothing, they also need to re-train their customer service team, I know this review wont be published but i felt i had to write it."

Can anyone tell me why Debenhams only want to print GOOD REVIEWS and not critical review?

terra_ferma

dissillussioned wrote: »

I ordered a dining table online from Debenhams and it arrived damaged, their online returns policy states that they will send a replacement but their customer service said I would have to return it then re-order another one. So I returned it and had to wait 2 weeks for a refund, needless to say I didn't re-order. When I wrote a review they would'nt print it even though i only told the truth it went as follows:
This is debenhams returns policy for damaged items
"My order has arrived damaged
We are sorry your order has been damaged, please accept our apologies for any inconvenience this may have caused. Please contact our Customer services team who will organise a replacement to be sent.
What a joke,
I contacted customer service because i received a damaged table, they said this policy only referred to certain items, I asked which items it referred to and he didn't know, he said I would have to send it back and then re-order the table, He said a replacement would not be sent, this meant paying out again for another table, I asked if my money for the damaged table would be debited back to my account straight away and he said "NO" it takes a couple of weeks. As the table took 4 weeks to be delivered and 2 weeks for my refund i decided not to re-order because we would have been eating xmas lunch off our knees. My advice is shop else where Debenhams are liars their policy means nothing, they also need to re-train their customer service team, I know this review wont be published but i felt i had to write it."

Can anyone tell me why Debenhams only want to print GOOD REVIEWS and not critical review?

:rotfl::rotfl::rotfl::rotfl:
Did you really expect that rant to be published as a review?

On a serious note, 2 weeks is a very long time for a refund.
I found D's cs hit and miss, although it's just slow and you eventually get what you are entitled to, you'd expect better from them....

POPPYOSCAR

Apparently they do now.



Where is my order? Problem with my orderDeliveriesReturnsReturn to store - The fastest wayReturn by courier - up to 10 working daysReturn by Royal Mail - up to 10 working daysInternational customersYour rights under Distance SellingWhat is your online refund policy?
What is your online refund policy?

Subject to the below exceptions, Debenhams is happy to exchange or refund your purchase within 28 days of delivery, for Collect from Store orders the 28 days starts after you have received your 'Order Ready for Collection' email. Your refund will be credited to the original payment card, if you have used a Debenhams gift card your refund will automatically be credited to the original gift card.

Unwanted goods must be returned in a fully resaleable condition and any tags must be intact. Extra care must be taken when trying on clothing, please ensure you are not wearing any make up, fragrance or deodorant that may leave a scent or mark. We reserve the right to refuse an exchange or refund if goods are not returned in a saleable condition or are damaged.

Throughout the Christmas period online purchases come with a temporary extension to the returns deadline - now up to 28th January 2013 - applicable to anything bought up to the last order date.

poet123

What is classed as the Christmas period though?

POPPYOSCAR

poet123 wrote: »

What is classed as the Christmas period though?

Yes I thought that, the wording is not very clear.

Well I would say as it is on the website now then you will be covered for anything you buy now, but that may not be the case!

I bought something in New Look the other day for my daughter and they said she could return it after Christmas if it was not suitable.