Dorothy Perkins Returns Complaint 14 January 2020 at 4:34PM edited 30 November -1 at 12:00AM in Consumer Rights 6 replies 856 views

HalliePup

I’m really hoping someone can help as I’m getting to the end of my tether with this one! I bought some clothes from Dorothy Perkins on 22 November and decided to return some of them, it said of the best way was to return them to store but when I took them into store they said they couldn’t be returned there! (This wasn’t made clear on ordering) I have since contacted DP’s over 25 times to get returns information, they have told me my account doesn’t exist and then realised that it does! I have contacted them on Facebook several times (I once contacted them 7 times in one day but still no response). I have tweeted, emailed repeatedly and contacted them on Instagram all with little or no results. I ended up begging to return the items as I needed the money for Christmas (over £100) but nothing! I finally got to return the items and got my refund on the 2 January. 41 days after receiving the items. I Complained about the service and eventually after more messages got offered a £20 voucher, talked them up to £30 and then never received it and now I can’t get hold of them again!! What can I do? I didn’t expect this from a big retailer like Dotty P’s/Arcadia!! Please help! :mad:

KatrinaWaves

HalliePup wrote: »

I’m really hoping someone can help as I’m getting to the end of my tether with this one! I bought some clothes from Dorothy Perkins on 22 November and decided to return some of them, it said of the best way was to return them to store but when I took them into store they said they couldn’t be returned there! (This wasn’t made clear on ordering) I have since contacted DP’s over 25 times to get returns information, they have told me my account doesn’t exist and then realised that it does! I have contacted them on Facebook several times (I once contacted them 7 times in one day but still no response). I have tweeted, emailed repeatedly and contacted them on Instagram all with little or no results. I ended up begging to return the items as I needed the money for Christmas (over £100) but nothing! I finally got to return the items and got my refund on the 2 January. 41 days after receiving the items. I Complained about the service and eventually after more messages got offered a £20 voucher, talked them up to £30 and then never received it and now I can’t get hold of them again!! What can I do? I didn’t expect this from a big retailer like Dotty P’s/Arcadia!! Please help! :mad:

Youve got your refund, why are you stressing and chasing about the goodwill voucher. Just let it go.

Diamandis

I don't understand why you had to keep chasing them for returns information. You just log into your account and print the returns label.

Maybe pick up the phone and call to remind them about the voucher?

born_again

HalliePup wrote: »

when I took them into store they said they couldn’t be returned there! (This wasn’t made clear on ordering)

Take your item(s) to any Dorothy Perkins store (except department stores) within 28 days.

-Please bring your dispatch note as proof of purchase and the card that was used to purchase the online order. The card holder must be present at the time to accept the refund.

-Refunds are processed within 3-5 working days. This is the fastest way to exchange your item(s) or receive a refund.

-Items paid using Klarna or items marked * or ** can only be returned by post.

-Items purchased in the UK (GB sterling) cannot be refunded in the Republic of Ireland.

Pretty clear in the FAQ that you can. Unless you used the bold.

HalliePup

I didn’t try return to a department store, it was the asterisk that got me!
I rang and they told me they would send me a returns label but there was no attachment on the email.
I tried to log in but it wouldn’t let me. The website was really unhelpful and hard to find the right info too.
I keep chasing it because if I experience this poor service then probably other people do to, I don’t want it to happen to anyone else! the manager said they had learnt lessons and would put things in place but they obviously haven’t as you still cannot contact them now!

hollydays

This is why I sometimes prefer to telephone , then go,down the route of, Id like to speak to a supervisor/ team leader , it's much less hassle if you can be assertive.

pulliptears

I tried to return some tall items to a DP store once and was told that specific clothing from the tall and petite ranges were classed as concessions and could only be returned via post.
Never bothered again.