Debenhams - how do I get money back for goods not received?

Maddy_Kemp

I ordered £56 worth of cloths on 8th December which have not arrived. The tracking says they were despatched on 12th Dec but have not been received by the courier- no news after that. I contacted NewDay as the amount has been charged to my account and I am paying interest on it. They told me to email a specific Debenhams email address which I have done twice with no reply. When I spoke to NewDay again they told me to raise a dispute. I attempted to do this online but the form was not accepted. I have just spoken to NewDay again and they say that as I have a Debenhams Store card and not a credit card I cannot raise a dispute - it’s the first I’ve heard of this! They say I can only complain to Debenhams who obviously do not reply. I feel I am going round in circles with NewDay now washing their hands and in the meantime taking my money! Has anyone had similar issues or suggestions of where I can go for help? Thank you!

[Deleted User]

Maddy_Kemp said:

I ordered £56 worth of cloths on 8th December which have not arrived. 

That's a lot of cloths.

You've been misinformed - you can do either a chargeback or s75 on your Debenhams Store Card. Escalate a complaint.

DiddyDavies

Deleted_User said:

Maddy_Kemp said:

I ordered £56 worth of cloths on 8th December which have not arrived. 

That's a lot of cloths.

You've been misinformed - you can do either a chargeback or s75 on your Debenhams Store Card. Escalate a complaint.

A S75 claim wouldn't be possible as it's well below the minimum of £100 per item.

[Deleted User]

A good point, which I missed.  A chargeback it is. then.

Should have bought more cloths.

Maddy_Kemp

  gold plated cloths! Thank you for your responses. What is a chargeback and would it be through Debenhams or NewDay? 

elsien

Debit & credit card chargeback: protection on faulty goods (moneysavingexpert.com)
It would be through NewDay as the card provider. 

When did you email Debenhams, as their website says there are significant delays in responding to emails. 

Maddy_Kemp

I first emailed them on the 6th Jan. Do I need to wait longer for a response do you think?

elsien

You have 120 days to do a chargeback from when you should have had the delivery.  
I'd probably give them a bit longer to show that you've given them every opportunity to put it right, but it's your call.

Pollycat

Maddy_Kemp said:

I ordered £56 worth of cloths on 8th December which have not arrived. The tracking says they were despatched on 12th Dec but have not been received by the courier- no news after that. I contacted NewDay as the amount has been charged to my account and I am paying interest on it. They told me to email a specific Debenhams email address which I have done twice with no reply. When I spoke to NewDay again they told me to raise a dispute. I attempted to do this online but the form was not accepted. I have just spoken to NewDay again and they say that as I have a Debenhams Store card and not a credit card I cannot raise a dispute - it’s the first I’ve heard of this! They say I can only complain to Debenhams who obviously do not reply. I feel I am going round in circles with NewDay now washing their hands and in the meantime taking my money! Has anyone had similar issues or suggestions of where I can go for help? Thank you!

This is an clearly an issue between Debenhams and their chosen courier. The parcel has gone missing between them.

I'd grab a screenshot of the page that shows that tracking information and start a chargeback now.

It's now 6 weeks since Debenhams allegedly handed over to the courier.

Maddy_Kemp

Thank you for you help with this issue before. I took your advice and sent a letter to New Day requesting a chargeback but have heard nothing back. I just wondered what my next step would be? I’ve got a horrible feeling that I am going to be £56 out of pocket! 

DCFC79

Maddy_Kemp said:

Thank you for you help with this issue before. I took your advice and sent a letter to New Day requesting a chargeback but have heard nothing back. I just wondered what my next step would be? I’ve got a horrible feeling that I am going to be £56 out of pocket! 

When did you send the letter ?
You got a screenshot as previously suggested ?
Id start the chargeback.