Ludicrous Debenhams systems / policies

Nod_Nolan

I ordered a nice new handbag for my Wife online from Debenhams on Wednesday 24th October. So she wouldn't see the parcel, and to get free P & P, I was planning to use the deliver to store option. Delivery looked to be 4-5 working days.

I got the emails with the order confirmation and with a link to the tracking information on the day of ordering

On Monday 29th I checked on the tracking information and it said "awaiting stock from supplier". This seemed a bit weird as the product was still showing on stock on the Debenhams website, so I took it upon my self to phone the customer services department.

They had no clue why my order was showing as it was on my order, and said it was dispatched. I asked them when it was dispatched and I was told they couldn't tell me as it didn't show up on the system.
This was fair enough. Product dispatched. Wait until the 4-5 days are up.

Yesterday (31st) I again phoned to check on my order. They again told me it was dispatched. They again couldn't tell me when but this time the "awaiting stock from supplier" statement meant they were moving the product from one store to another via the postal system. They put me through to the collection point of the Southampton store where I was due to collect it, but it had still not arrived.

Today I call again. Personally I think 8 days is adequate time to get an item to store. I was told it was dispatched again. They checked with the store again. The product hadn't arrived. They offered to get another one sent to store.

Now I was armed with the item code, and i asked out of interest 'do the Southampton store have any in stock?'. The answer I got, and I quote verbatim: "They've got loads"!

'Great. Perfect. Can they put one on the collection desk for me please?'

Fair enough point normally. But they had to phone through to the store to check. The answer I received was 'No!'

I was asked to move up the chain on the phone to customer service, but no-one was willing to simply get a bag moved up as it would mean 'Southampton's store stock would be incorrect'.

Why in this day and age the online department can simply transfer the value of the bag to the Southampton store to keep the stock. I do not know. But I'm left with a refund that will take up to 4-5 working days to come through and having to buy the bag for my Wife's birthday on Saturday, before that.

I should also add at the point of refund the person was perfectly able to tell me my item was dispatched on Thursday 24th.

I contrast this to having bought my Son a christmas present from John Lewis online on Saturday late in the evening, and picking it up from John Lewis on Monday.

I will never use Debenhams online again.