Debenhams delivery nightmare

shapala

Hi folks.

Last week I bought some bed linen worth £60 from Debenhams in another of their sales. So, I went through the order process with both billing and delivery address all correct and current. Then when the order went through it showed that my delivery address was my old address (400 miles away!). Let me stress that I always check and double check before proceeding to pay for something to make sure all info is correct and the delivery address was definitely my current addy before submitting my order. I also checked my account and no where is my old address present since I deleted when we moved a couple of years ago. I even attempted to make a new order (without submitting) and both delivery and billing are my current address.

So, this is where the fun begins. I phoned Debenhams later that night once I returned home from work and was told by the CS operator I couldn't cancel or re-route the order as 30 minutes had passed since the order had been submitted, by which time it's too late to cancel or change the order. I told them that's ridiculous and so what could I do. Contact head office by email I was told. So I emailed head office that same night telling them it was obviously a mistake with their system, outlining the issue I've described here. I received an automated email telling me Debs would be in touch 'within 24 hours'.

Two days later I received this email:

I regret to inform you that I am unable to cancel your order and we are unable to change the delivery address on your order.

Orders cannot be amended once payment has been processed. This helps to ensure that personal details are protected and reduces the risk of fraud. This is in line with the majority of other online retailers.

Please be advised that the courier team will try to deliver the order thrice to the delivery address. On failure on all three attempts, the parcel will be sent back to our warehouse, which may take upto 10 working days and is confirmed by an email.

Once the items reaches our warehouse, a refund will be processed to the card used for payment.

I apologise as I am unable to assist you on this occasion.

If they had read my email, they would have read that neither do I live at this address and that the issue with the address lay at their door. I have now seen that the order was delivered on Saturday. :eek:

Debenhams have both my money and have not delivered my item to the correct address yet will not rectify the situation, infact, as far they're concerned there is no issue. Since I cannot simply go round and collect my order from my old address, can someone please tell me where I stand as this surely cannot be allowed, and I've done all I can at my end in rectifying the situation with Debenhams who, as can be observed here, were less than helpful :mad:.

Many thanks for any and all assistance.

Hintza

You need to build up some proof, as it stands I can see it being argued that you didn't change your address, so perhaps screen shots etc.

Try and get past basic CS and further up the tree.

cookie365

Are you certain you changed both your delivery address as well as your billing address?

By coincidence I've just put in a Debs order today and it asked me to confirm both.

jumpedtheshark

I ordered something from Debenhams two weeks ago (13 July, just checked) and encountered a website glitch. I'd had one of the item in my cart since earlier in the day, and it had emptied by the time I decided to purchase several hours later. So, I added it again and paid with a gift card. Only after the order was placed did it show two had just been purchased.

I complained via e-mail and received a scripted reply about there being nothing wrong with their website. I mention this as I know there was a glitch.

ThumbRemote

Legally the problem is Debenhams to sort. You've told them you wish to cancel, as you are fully entitled to do under the DSRs. They have then despatched the item after your cancellation, so it's their problem to retrieve it.

From now on put things in writing. Send a letter stating what happened, that the despatch of the goods was their decision, and that you expect a full refund.

Though they do get credit for using the word 'thrice' in their email.

shapala

cookie365 wrote: »

Are you certain you changed both your delivery address as well as your billing address?

By coincidence I've just put in a Debs order today and it asked me to confirm both.

Thanks for the reply guys and girls. Yes I'm certain as I'm one of those paranoid folk when ordering things online so I'm always sure everything is absolutely correct before hitting the 'buy' button

Thanks ThumbRemote, I'll put a letter together and send it to their head office team (is that best?). I was hopeful DSR would save me somehow. The only problem I have is that I don't really have any proof (screenshots etc) and I'm worried that because they can only take my word for it that again they'll repel this glitch in their systems. I'm still fuming over this whole fiasco and can't believe they've basically just said 'it's not our problem'.