Debenhams refusing refunds

moogyboobles

So annoyed with them today. My youngest ended up with 2 dancing iggle piggles so we returned the spare one, untouched, still in packaging with receipt to Debenhams.
They said I could only have an exchange, now if they actually sold any other toys I would've been happy too but all they had were gadgets aimed at older children and adults. Nothing suitable for a toddler at all.
If I came back in a few days they would refund me but their policy said they couldn't today. But I can't go back in a few days. My husband will be back at work and I can't drive.
In the end they gave in and gave us a gift card, refusing the cash back. But I don't need anything from there and my son has gone without a present now.
Surely they can't do this can they?

Bonbon

kimevans is correct. Also most shops don't refund immediately after Christmas as they are too rushed with the sales. A lot won't even let you try sales items on, so you have to buy them, try them at home and then take them back later.

moogyboobles

The thing was the place was dead! They had plenty of time for refunds.
I've had no trouble in the past when returning gifts, Boots for example are great even without a receipt. Well it puts me off shopping there.

fsdss

i had the same problem today with debenhams - my son got a new coat and within a month of wear, the seams on the sleeve have frayed and its bursting open- when i rang a couple of weeks ago i was told to bring it in after christmas. so today i took it back and they refused to exchange or refund until next week.
i know by my visit today that my son will be without a coat as all that was there was in the sale!!!

fedupconsumer

stand your ground its totally unreasonable that they cannot refund or replace an item just because its sales time telling customers to come back when they are not busy is totally unprofessional. At the end of the day you bought an item in good faith stick to your guns.

Poppy9

If there is nothing wrong with the item and it's just unsuitable then you are at Debenhams mercy as it's a goodwill gesture to offer exchange or refund. If however your goods are faulty then they have to act there and then. You should have taken it straight back at the earliest opportunity when it developled/you noticed the fault. It seems strange to ask you to bring it in after Christmas. If they refuse to replace or refund before next week ask them to locate the store manager for you. If they refuse make sure you have the store number in your mobile phone and ring it and ask to speak to the manager. Tell him/her you are in store and what your problem is. It worked wonders for me when I took back faulty shoes last year to Debenhams and they told me that as a concession they didn't refund or exchange and refused to call the store manager because he had no authority over the concession. So I rung him while standing at her desk and he appeared and ordered her to refund me or replace the goods.:T

lawsofnature

moogyboobles wrote: »

So annoyed with them today. My youngest ended up with 2 dancing iggle piggles so we returned the spare one, untouched, still in packaging with receipt to Debenhams.
They said I could only have an exchange, now if they actually sold any other toys I would've been happy too but all they had were gadgets aimed at older children and adults. Nothing suitable for a toddler at all.
If I came back in a few days they would refund me but their policy said they couldn't today. But I can't go back in a few days. My husband will be back at work and I can't drive.
In the end they gave in and gave us a gift card, refusing the cash back. But I don't need anything from there and my son has gone without a present now.
Surely they can't do this can they?

They had posters up before Christmas all over their store and at cashier tills publicising the returns policy during the sales period - so I guess they can do it. Shame they didn't make an exception though.

DazedByTheLight

No, they cannot refuse to refund for faulty items no matter what their policy is. This is actually your statutory (legal) right and store policies do not affect it.

photome

DazedByTheLight wrote: »

No, they cannot refuse to refund for faulty items no matter what their policy is. This is actually your statutory (legal) right and store policies do not affect it.

It wasnt faulty and the OP didnt have a receipt, No store has to refund in this situation.

pesky2

Alot of stores aren't refunding at the moment, M&S today aren't even allowing you to try clothes on so you have to take them home then return

exel1966

Why not wait til next week ? The shops will be quieter, sales staff will be less overworked. I'm sure you'll get a more favourable response.
I think It's quite reasonable that larger stores refrain from refunds/exchanges for the first few days after xmas.

OP - As others have said. Legally they do NOT have to refund your item as there's nothing wrong with it, but if you were to say there was