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

Maddy_Kemp

I’ve started the chargeback - sent the letter on 23rd Jan but no reply yet even though I asked for one within 14 days. Not sure what to do next apart from send the letter again?

macman

Don't send a letter! They will need to take all the details from you, so phone them up and do it all in one go.
It's not just a matter of saying 'do a chargeback please'. They will need to assess your claim with you before submitting it to Debenhams.
Most staff are WFH: your letter is probably sitting unopened in a postroom with thousands of others.

Maddy_Kemp

Ok thanks I’ll phone them again. I sent the template letter from Which as they suggested. I wasn’t sure how to do it as hadn’t heard of chargeback before someone mentioned it here!

Pollycat

Some financial institutions do insist on a written request but always better to phone first.

This MSE article explains Section 75 and chargebacks:

https://www.moneysavingexpert.com/reclaim/section75-protect-your-purchases/

https://www.moneysavingexpert.com/reclaim/visa-mastercard-chargeback/

The latter says:

If you're told to put your request in writing here's a template letter to help:

so do ring them.

And be mindful of the time you have left.

Maddy_Kemp

Thank you for your helpful comments. I’ve checked the MSE articles and they refer to visa, MasterCard and Amex cards. My Debenhams card is none of those - it’s a store card issued by New Day. That is why I was unable to raise a dispute. Does that mean it will not be covered by the chargeback scheme?

elsien

Does it not have a visa or MasterCard logo on it? 

abster_2

I also have an issue with debenhams I bought a coat paid 50 quid in January also on my newday debenhams card but the zip broke just a few weeks later. They say they having delay in replying to emails but it's been 2 weeks and I have faulty coat I need it refunded. Theres no phone number for them? I don't know what to do next??

Maddy_Kemp

It sounds like you may have the same problem as me! It is impossible to get a response from Debenhams now and New Day seem to have washed their hands. My card doesn’t have a visa/MasterCard logo on it - I’ve had it for years and didn’t realise there was any issue with it...

macman

Mastercard is the merchant provider for both Debenhams store card and credit card. New Day is the card provider.

Even on the credit card, your options are limited to chargeback only, not S75, as you are below the minimum limit for an S75, which is £100.