Need advice with Debenhams messing up

StuieUK34

Morning all,

Hoping to get a bit of advice as to whether I have any options here......

Made an order online with Debenhams for 2 items. Came with free home delivery (4 working days home delivery).
Order was placed on the 25th Nov, money taken, and tracking shows "items dispatched" for the next few days....

Its now 5th Dec, and still no items received. Speak to CustomerServices, the guy looks at notes and tracking info, states the courier (hermes) have returned goods to Debenhams as said parcel was damaged at there hub or in transit....

So, 7 working days in, I still have no products I ordered. I explain to the customer services that any issues between Debenhams and there courier is nothing to do with me, I just want the items I ordered, and the guy answers with this:

"""We can re-send the 2 items, but the one item you will have to pay an additional £25 as it has gone up in price""

!!!!!!!! I order, they take money, they dispatch, in between theres a balls up, and now they say if you still want the item you ordered, you can have it for £25 extra ?!!!!

I assumed that a contract is formed for the purchase of goods at a set price, and once money is taken/goods dispatched, that contract is in play ??

Any advice ? or do I let this one go and accept that Debenhams are utter rubbish when it comes to Customers ?

InsideInsurance

A contract was formed, according to their terms and conditions, when they dispatched the items to you.

In theory you could seek to recover the #25 as a consequential loss for their breach of contract

hollydays

As their email response at the moment is 4 days, I'd suggest ringing them again and insisting on speaking to a supervisor.they probably will insist they can deal with your problem, but insist.if they say a supervisor isn't available ask the supervisor to call you back.

bod1467

But to reiterate . YES, contract was formed when they despatched the goods. Therefore you do NOT have to pay £25 extra - that is THEIR problem not yours.

If they refuse to fulfil the order and decide to refund, you could purchase the goods elsewhere (or place a new order with them) and sue them for the consequential loss - this would be a clear case of their breach of contract leading to loss of bargain.

StuieUK34

This is where I am confused......
The guy on the phone said they will be refunding me for the 1 item (I ordered a bath robe and a coffee grinder).

On the day I made the order, the robes were 50% off, (stock levels not an issue), but after that sale finished, the items went back up in price...

I don't want a refund, I just want what I ordered, as you said above, no fault has been done on my part, the couriers damage the packet, send back to Debenhams, I just cant figure out why they don't just send it straight back out, instead of putting it back in stock ?!!!

On the phone, you get to speak to the usual 1st line person who cant do nothing, and states anything further has to be emailed to there headoffice!

I said to the guy on the phone its not my problem that they had an issue with the courier, but the guy just says "computer says no!"
Would be nice to speak to a supervisor or manager, guess I can keep trying!

Also, "loss of bargain", thought that relates to lost goods ? Debenhams don't have an issue with stock, they are saying the courier delivered the item back to them... which is why I cant figure out why they don't just send it out again (without trying to tell me if I want the robe, I now have to pay the full price!)
hmmmmmmmmmmmmmmmmmmmm

bebewoo

Debenhams web customer service is not the best..............

StuieUK34

I've done a google search on Debenhams... and I am reading some alarming stories, all recent, and all related...
Customers ordering, being told dispatched, waiting and waiting, no email responses, etc....
Then being told couriers damaged parcel and returned, or couriers lost item, etc etc....
Customers being told they can re-order same goods at higher price, or wait 28 days for a refund....

Bit of a trend me thinks... Would make sense:
Customer orders goods as that is what customer requires...
Pretend to deliver, but do not, advise customer that products still available at higher price, re-order if still requiring the product.

I will call there customer services shortly (and report back on here), but I think with this, I am going to get some legal advice on what I can do.

I cant believe its a legal for a company to offer goods, accept order, take money, dispatch (if they ever did), and then say they wont be delivered, but if you still want the goods, pay the current price now and you get the goods...
hmmmmmmmmmmmmmmmmm

bebewoo

I don't think it's a scam.
I think they just have hopeless stock control, the cheapest most useless delivery company, and don't care about their customers.

StuieUK34

Stock levels are fine...
I think I know what the issue is after reading and reading...

They advertise goods at a reduced rates, see a trend of orders....
Pretend orders have gone out when they haven't (misleading)
Then tell the customer they can have the goods at the full price if they still want them or have a refund.

Would appear that despite a contract being formed between Debenhams and the consumer, debenhams does NOT have to do anything, and you as a consumer can do nothing about it, except understand that are useless and not to shop there again.

The thing is, 1 item was in the sale, 1 item wasn't, and I don't have either item, and unclear as to what refund I am getting ? customer services doesn't exist, and managers are busy doing f**k all and don't do callbacks....
Happy days!

kimbyanne

I had the same issue with Debenhams. I ordered a pair of leather Boots when they had them 50% off for one day. However they sent me the wrong size so I called them and asked them for an exchange when I returned them but despite it being their fault I was told I could send them back no problem but I would have to repurchase them again but at the current price which was £30 more!

I could have got an exchange in store but no store near me had the size I wanted and they couldn't tell me if they would have that size in stock within the 28 days!

They got sent back and I purchased a pair at Clarks instead!

jacques_chirac

StuieUK34 wrote: »

I will call there customer services shortly (and report back on here), but I think with this, I am going to get some legal advice on what I can do.

StuieUK34 wrote: »

Would appear that despite a contract being formed between Debenhams and the consumer, debenhams does NOT have to do anything, and you as a consumer can do nothing about it, except

Have you not read the above posts? They have given you the legal position!