Debenhams Poor Service

cool_dude_2000

I don't really need to be patronised by you thank you very much.

I'm quite capable of knowing what my responsibilities are and what are those of the company, but thank you for the enlightenment anyway.

Pinkypants

Sorry didn't mean to offend, just stating the situation out aloud.

Just jump up and down and scream a lot, threaten with the press, trading standards, SOGA etc and I'm sure Debenhams will give you a refund.

Hardly fair, but they probably will. Is that the answer you're looking for?

cool_dude_2000

We disagree on what is fair then. To me, paying over £600 for a mattress only to have it delivered with a fault which means i can't use it because it has a kink through no action of my own and expecting me to pay for it, is not reasonable.

Dimey

I'm not sure what you're saying Cool Dude.

Are you saying the fault was there before you told the delivery company to carry the mattress upstairs? If so then you have reason to complain to Debenhams. Having said that it would have been prudent to mark the fault on the delivery note and probably even refuse delivery.

Or are you saying the fault was caused after you told the delivery men to carry the mattress upstairs. If there was no other way to get the mattress upstairs and you agreed to them squeezing or folding the mattress to get it upstairs then it wouldn't be Debenhams fault as they delivered you a perfect mattress and you and the delivery company agreed to take the risk of damage to get the mattress in position.

cool_dude_2000

Im saying the latter.

We had a super king mattress upstairs before without any problems. To be honest i wasnt aware you couldnt bend the mattress and presume the delivery guy knew what he was doing.

Dimey

Ah I see.
So the delivery chaps must have bent the mattress unnecessarily, given that you had one before that went up without folding.

Ah well push on with Debenhams since that is who you purchased through. Sounds like you need to go higher up to complain. And make it clear you are complaining Debenham's delivery people folded the mattress when they didn't need to.

There has been enough time to see whether the fold / kink settled smooth and it hasn't so you want the mattress swapped.

I just googled "debenhams complaints procedure" and you should see the huge number of complaints about Debenhams after sales service. Maybe go to the MD at head office: -
Debenhams plc
10 Brock Street
Regent’s Place
London
NW1 3FG
Tel: 020 7408 4444

Or the parent company Arcadia.

cool_dude_2000

Many thanks

ZUMUT

Fault is in the poor quality of new mattress. If it is produced of quality material and parts, stored correctly before delivery this wouldn't of happened.
Assess damage take photographs and have somebody from Debenhams come to see it.How they can explain above FACTORS against mattress quarantee given by manufacturer? Debenhams staff under instructions and if no luck complaining further above involve cab for advice as Debenhams pays their lawyers with good reason.Next time order from mattres man.Cheaper mattres and I hope so they pay more to employees then Debenhams to their staff.

Pinkypants

cool_dude_2000 wrote: »

.

By your logic, if my parcel is damaged by a courier forcing it through my insufficiently sized letter box then I am liable - which is completely bizarre.

.

No not really, there is an alternative to squeezing it through the letterbox, it's called opening the door!

I can't see that there was an alternative method in getting your mattress into your bedroom.

By the way, how did you get on? Any refund?

cool_dude_2000

Debenhams refused to pay so took them to court. Ended up winning refund plus damages. Let that be a lesson for poor customer service practices.