Debenhams Online Order Not Received

Pam9234

Debenhams sale, wow great prices.  Ordered a garden shed, delivery 5 to 6 days...this was on 26th December, on 1st I tracked package, still in depot,   I emailed Debenhams told me it would be 9th January, today still not received and in depot with Yodel, I asked Debenhams for my money back, they are not good at responding, then I find out I cannot cancel the order, I have to wait and return the package once received.  I also found out they are not Debenhams but Boo Hoo who bought the Debenhams company.  What are my rights.  I paid by credit card M and S who tell me I have to wait 30 days before starting a claim.

Aylesbury_Duck

Your rights are to return it for a full refund.   If it hasn't arrived after 30 days then your card company may help. 

It's still Debenhams.  Yes it's owned by another company but that doesn't give you any extra rights.  The fact that Debenhams are selling garden sheds is a bit of a giveaway that they've moved on from being a department store.

Alderbank

Their garden sheds are actually sold and delivered by concessionary companies such as HK Sheds but this does not seem to be a problem.
You can certainly cancel, they say 

• If you wish to cancel a Contract with Debenhams.com Online Limited and/or the Concession Brand, the easiest way to do this is to contact us by email at customerservices@debenhams.co.uk.

• The process for returning your products is dependant on whether the individual item was supplied by Debenhams or by a Concession Brand.

• In order to check if your individual item is from a Concession Brand, please check our Concession Brand list here before returning the Products in line with our two processes below.

Please return the item direct to the Concessionaire Brand that supplied the item by using their returns process. To do so, please follow the instructions provided to return your item that are set out in the delivery note enclosed in your parcel.Please note a returns charge of £1.99 per parcel will be deducted from your refund amount.


https://www.debenhams.com/pages/informational/returns

In summary, wait till the shed arrives then follow the specific instructions in the delivery note to make sure it goes back to the right place.
£1.99 is quite a modest charge to return a garden shed.

Hoenir

Pam9234 said:

 Ordered a garden shed, delivery 5 to 6 days...this was on 26th December, on 1st I tracked package, 

still in depot

Purely an observation. The 26th was a Bank Holiday. Also the 1st January. Your expectations were somewhat optimistic.