Goods not received, third party in administration

AngMajor

Hi,

Early in August I ordered a pair of curtains online from Debenhams. The order update said request sent to manufacturer. On 19th August I received an email saying the goods had been despatched but there wasn't any carrier information. I waited and waited but they did not arrive.

Over a week ago I called Debenhams customer helpline and was told my request had been passed to the supplier and someone would all back. Later that day (Friday) i went into Debenhams website and discovered Montgomery (the supplier) had gone into administration on 20th. I called Debehams customer support again and asked why no one had called. I was told it would take 1-2 days for them to investigate. I requested a refund.

So last Friday I tweeted about what bad customer service I had and they instantly replied asking me to email so I did. Since then I've been told they are unable to issue a refund because Montgomery will contact me shortly to offer a resolution. I have replied and told them I'm not interested in talking to Mongtgomery. I purchased the curtains from Debenhams and have since found an alternative.

What are my rights? And sorry for the long post.

Angie

sujac

Just had a quick look at their website and it looks like Montgomery have started a new business (Montgomery furnishings) so Debenhams may have known about that.

Anyway I would think you would be able to get a refund from Debenhams as you ordered from them so your contract is with them. As you have ordered off the internet DSR would apply so even if you received curtains in future you can return for a refund within 7 days.

AngMajor

Thanks for that. Hadn't seen they had started up again rather naughty of Debenhams to say they can't refund it.

Will keep pushing it, thanks

shaun_from_Africa

sujac wrote: »

As you have ordered off the internet DSR would apply so even if you received curtains in future you can return for a refund within 7 days.

Maybe not.
If the curtains were made to measure then they would fall under the personalised category of goods in which case the returns section of the DSR's wouldn't apply.