Debenhams Refund

HayleyD83

Hi there 

posting on behalf of a friend and hoping to get some advice. 

She purchased a number of jackets online (9) for her fiance and groomsman for their upcoming wedding. Jackets arrived and were not what he had in mind so she followed their returns proceedure, sending the jackets back in 3 seperate packages as per their instruction. Obtained all tracking receipts etc. 

She has since received a refund for one of the packages she returned totaling around £200 but not for the remainder of the items. She has confirmation via Debenhams own tracking system that they have received them back, however they have referred her case to be investigated by their fraud and finance team! Due to the high number of returns against her account (She does not even have an account with Debenhams.) 

They are refusing to budge, she has sent proof of he tracking on multiple occasions but is getting nowhere. She just wants the rest of her money back. Any advice as to how to proceed would be appreciated. She is unable to speak with anyone on the phone and her emails are now being ignored 

TIA 

[Deleted User]

HayleyD83 said:

Hi there 

posting on behalf of a friend and hoping to get some advice. 

She purchased a number of jackets online (9) for her fiance and groomsman for their upcoming wedding. Jackets arrived and were not what he had in mind so she followed their returns proceedure, sending the jackets back in 3 seperate packages as per their instruction. Obtained all tracking receipts etc. 

She has since received a refund for one of the packages she returned totaling around £200 but not for the remainder of the items. She has confirmation via Debenhams own tracking system that they have received them back, however they have referred her case to be investigated by their fraud and finance team! Due to the high number of returns against her account (She does not even have an account with Debenhams.) 

They are refusing to budge, she has sent proof of he tracking on multiple occasions but is getting nowhere. She just wants the rest of her money back. Any advice as to how to proceed would be appreciated. She is unable to speak with anyone on the phone and her emails are now being ignored 

TIA 

By account, they mean against her details.

Suggest you let them finish their investigation and chase them up in a week or so if nothing heard.

Ergates

Sounds like the high number of items being returned has automatically triggered some process.   It *should* be pretty evident what's actually going on once a human looks at it.

Manxman_in_exile

Debenhams are required to refund your friend without undue delay and in any case no more than 14 days after either (a) they have received the goods back, or (b) your friend provides evidence of sending them back.

The law says nothing about being able to delay a refund to investigate possible fraud.

The law is in s34(5) here:  The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (legislation.gov.uk)

If it's over 14 days she should quote the above legislation to Debenhams.

Depending on how she paid she might be able to do a chargeback or s75 claim against her bank, but that might take longer than allowing Debenhams to sort it out.

HayleyD83

Manxman_in_exile said:

Debenhams are required to refund your friend without undue delay and in any case no more than 14 days after either (a) they have received the goods back, or (b) your friend provides evidence of sending them back.

The law says nothing about being able to delay a refund to investigate possible fraud.

The law is in s34(5) here:  The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (legislation.gov.uk)

If it's over 14 days she should quote the above legislation to Debenhams.

Depending on how she paid she might be able to do a chargeback or s75 claim against her bank, but that might take longer than allowing Debenhams to sort it out.

Many thanks, I will relay this to her