Debenhams delivery guarantee is worthless

True_Blues

There have been a number of issues raised on the forums with flowers not being delivered – this is a warning to add Debenhams to that list! They failed to deliver on the promised day and have not responded to the e-mails that I have sent.

Their website states:

Order before 9pm weekdays, 4pm Saturdays and 2pm Sundays for next day flowers guaranteed

On behalf of our kids I order some flowers to be delivered to my Wife on Friday. I had to use a delivery company as I am working away from home and they needed to be delivered on Friday has Friday off and she was leaving early Saturday morning to meet me at my Mom’s.

The flowers did not arrive on Friday (as per Debenhams’s guarantee) but instead arrived midday Saturday after my Wife had left for the weekend.

Their customer service has matched the quality of their guarantee with my 2 e-mails only being answered with automated answers stating that they aim to respond within 24 hours. I sent my first e-mail on Friday and still nothing – If you are thinking of sending flowers and need them to arrive on a specific date the be warned, Debenhams guarantee is worthless!!!

tomtontom

I expect they are very busy at present. It would be far quicker to pick up the phone and ask them to process a refund.

stokesley

tomtontom wrote: »

I expect they are very busy at present. It would be far quicker to pick up the phone and ask them to process a refund.

That's what my sons did when they both (coincidentally) sent me Mothers' Day flowers via Debenhams and they failed to arrive - rang up and got a refund.


Win-win - I got the flowers on Monday, and they got their money back.:T

Poppie68

She most probably wouldn't of received them before she left on Friday anyway if she was leaving early Friday morning...

wealdroam

True Blues, you need to contact a Board Guide and get this thread move to The Praise, Vent & Warnings board.

True_Blues

Poppie68 wrote: »

She most probably wouldn't of received them before she left on Friday anyway if she was leaving early Friday morning...

She was leaving Saturday morning (I've updated my original post)

True_Blues

wealdroam wrote: »

True Blues, you need to contact a Board Guide and get this thread move to The Praise, Vent & Warnings board.

Will do.
I don't post very often, but a vent and warn thread sounds the perfect place.


I'm not surprised that they are busy if they were missing the delivery dates that were 2 days before Mother's Day.

True_Blues

Just to close this thread.


I called twice (the first was after 5pm so they had closed for the day), the second call it took over 20 minutes to get through to someone. They quickly offered a full refund and when pushed for all the agro, waiting time and unanswered e-mails I was offered £10 store credit.


I found Debenhams very frustrating in their failure to meet their guaranteed delivery and trying to contact them after their failure.

stokesley

stokesley wrote: »

Win-win - I got the flowers on Monday, and they got their money back.:T

Win-win update: In my area the problem was obviously with the delivery company and not Debenhams, as this morning I got an apologetic letter and box of chocolates from DPD.


Hope it all goes wrong again next year!
:beer:

kwikbreaks

Hmm..
DPD are usually pretty good. It's the amateurs like myHermes that screw up more often than they get it right ime.

stokesley

kwikbreaks wrote: »

Hmm..
DPD are usually pretty good. .

And they've done an excellent job this time - we all get things wrong sometimes, and it's how the aftermath is dealt with that is so often lacking; they've done brilliantly.


Good chocolates, BTW.:D