Debenhams: poor service

clhs

About three weeks ago I placed an order online at Debehams for a selection of matching towels and a bathroom soap dispenser. The towels arrived one day and the dispenser the next. But wouldn't it have been wise for Debenhams to use bubble wrap or a padded envelope when sending out a porcelain soap dispenser? It arrived wrapped in a couple of sheets of brown paper and was stuffed in a plastic envelope: no padding whatsoever. Before I had even opened the envelope I could tell it was broken:

online photo storage

Anyway I suppose these things happen so I just emailed Debenhams to ask what I could do, IE how I could return it, etc. I had an automated response saying someone would get back to me within four days but so far nothing. I've emailed them again and had another automated reply but once again nothing.

I emailed one more time and still nothing. Then I had an email asking me to write a review of the product, which seemed weird, but I did so. Today they emailed me to say that my review has been rejected because it talked about "packaging issues".

Seems a bit harsh! So Debenhams sent something woefully under-packaged, then refuse to give me a refund or exchange, and have ignored all my emails, before refusing to let me write a review on their site, despite inviting me to do so.

Is there anything I can do to get a refund or exchange? Sadly there is not a Debenhams near me to just pop in.

unholyangel

Have you tried calling them?

If its a 0870/0845 number, just visit https://www.saynoto0870.com and input the number there for a landline alternative.

clhs

I hadn't done so, no, so thank you for that, much appreciated.

unholyangel

clhs wrote: »

I hadn't done so, no, so thank you for that, much appreciated.

Let us know how you get on/if you have any problems.

arcon5

To be fair, reviews are most useful when assessing the product itself rather than the useless service when shipping it.. .

But I've read debenhams are one of the good guys so a quick phone all should sort it

vervin

I got very bad service from them ,they asked me to rate them /review I did NOT A GOOD ONE TOLD THEM WHAT I THOUGHT AND HOW RINGING CS WAS HOPELESS ETC. They emailed me back to say they would not be showing my review !!!!! Will never buy from them again on line

Fosterdog

vervin wrote: »

I got very bad service from them ,they asked me to rate them /review I did NOT A GOOD ONE TOLD THEM WHAT I THOUGHT AND HOW RINGING CS WAS HOPELESS ETC. They emailed me back to say they would not be showing my review !!!!! Will never buy from them again on line

The reason they and many other companies won't post reviews like that are because you are reviewing the service when you should rate the product. There are thousands of bad product reviews actually posted because they are kept on topic. As you said you put in your review about your experience with the company and not just the product. There are other website out there for you to review the service you got and the company itself.

room512

At Christmas I ordered a Guinness mug - first one came smashed - rang and they sent another one - smashed - rang and they sent another one. This one came properly packaged and was intact. So I'm sure if you ring they will replace or refund. They didn't seem at all surprised at the inept packaging!