Debenhams refund

Any

Hi everyone,

I have bought a few items from Debenhams online and I have returned one item, worth over £100 immediately by post. I went to the post office on 5/7/13.
on 22/7/13 I rung where is my refund. They said the dress didn't arrive and they need to put a trace on it. I gave them the package number from PO receipt. I was told this will take 72hrs.
I then rung on 29/7/13 what is the progress as no one got back to me, no money showing, nothing.
I was told the money is being put through on that day.
I just rung them again as no money hit my credit card and they said it has not been put through, head office is investigating and until they are finished they are not giving me any money!

This is nearly a month since I sent it back, on their printed return slip according to their instructions, I have proof of posting and everything.

Is there anything I can do now? This is going to stretch on my credit card over 2 statements now so I will have to pay it off unless I want to pay interest and I just think it takes very long time and I am frustrated that they never get back to you even though they give you these time frames for how long is it going to take.
(I bought the dress again in different size so now my credit card is holding 2 ball dresses which are not cheap!!)

bris

Unless you can prove it was delivered they will not refund you. Proof of posting is not enough, it is still your responsibility to make sure the item is back with them even though it is their label, paying a little extra for getting it recorded is one way to do that.

With the proof of posting you have a claim against the Royal Mail, you may want to start the ball rolling on that.

wealdroam

Distance Selling Regulations allow them up to 30 days to refund you.

Any

Well I hope the parcel will be found, because this size was actually better fit but it arrived late for the event so I had to wear the original one even though I would have rather kept this one...

So not to have the better fitting dress and no money would be one big bummer.

One thing is for sure - never posting returns again!

Any

wealdroam wrote: »

Distance Selling Regulations allow them up to 30 days to refund you.

Question is 30 days from when? Date of postage?

wealdroam

Any wrote: »

Question is 30 days from when? Date of postage?

30 days from date of cancellation of the order.

On page 25 of the OFT's guide to the DSRs it says:

When do I have to refund a consumer’s money if they cancel an order?
3.46 As soon as possible after the consumer cancels, and in any case within 30 days at the latest. You must refund the consumer’s money even if you have not yet collected the goods or had them returned to you by the consumer. You cannot insist on the goods being received by you before you make a refund.

Any

wealdroam wrote: »

30 days from date of cancellation of the order.

On page 25 of the OFT's guide to the DSRs it says:

But that is on cancellation?
I've never actually cancelled it... just sent it back.
How does that tie up with what Bris said, that I cannot even prove they received it?

wealdroam

Any wrote: »

But that is on cancellation?
I've never actually cancelled it... just sent it back.

Then you are reliant on the seller's terms.

Any wrote: »

How does that tie up with what Bris said, that I cannot even prove they received it?

No idea... simply because you haven't yet told us what postage method you used for the return.
Do you have proof of delivery or not?

Any

wealdroam wrote: »

No idea... simply because you haven't yet told us what postage method you used for the return.

In post #1 I said I posted it via Post Office with their own Freepost label.,
I have a post office receipt with a number on it that Debenhams asked me for... No idea if that is what they need to trace it or if it is traceable...
It was provided by Debenhams (from website) and Post Office just handed me this piece of paper.

wealdroam

Any wrote: »

In post #1 I said I posted it via Post Office with their own Freepost label.,
I have a post office receipt with a number on it that Debenhams asked me for... No idea if that is what they need to trace it or if it is traceable...

No mention of "their own freepost label" in your original post... just that you went to the post office.

Does that tracking number show the parcel as delivered on the Royal Mail website?

Any

Ah, just input that number into royal mail and it says
Delivered

Your item with reference XB.... has been delivered. Delivered On:08-07-2013 Thank you for using this service.

So I suppose I need to go to Royal Mail to give me signature slip or something?