Debenhams refusing refunds

valk_scot

Ems*Honie wrote: »

I have two items to return to debenhams, one has split lining and the other is missing a button and has no spare (typical as the buttons are on the front) surely its within my rights that they refund the cost in full despite them being reduced as they weren't marked damaged when I brought them. (was not a happy bunny when I got home)

Yes, if they're not specifically reduced because of damage (and this was either pointed out at time of sale or on the ticket) then your right to a refund on faulty goods is the same as at full price.

Debenhams are not quibbling about their usual refund policy, only about timing of when refunds will be issued.

Ems*Honie

It was this (posted further up) that confused me

What you on about ray123. if an item is reduced by 50% or more then you cant get a refund on it, it is exchange only for product or on a gift card. If you have the store card then you can get a full refund.

Both items were in the sale, but neither were flagged as faulty. I only picked up 3 items so was more than a tad miffed to see the damage when I got home.

valk_scot

Under the Sale of Goods Act if an item is faulty you're entitled to your money back. Full stop. Presumably the 50% or less refund policy refers to their discretionary refund policy, the one where they will take back items when you've just changed your mind. They don't have to take back these second sort of items so they're perfectly entitled to offer the refund any way they want. But faulty items are different under the law and if any undertrained junior tries to fob you off otherwise, keep your cool and ask for the supervisor.

Ems*Honie

Thats what I thought, thanks for validating it for me valk

exel1966

Just to reconfirm Valk is 100 % correct in what he/she says. If the goods are faulty you are legally entitled to a FULL refund regardless of whether the item was reduced/in a sale/on offer etc.

bluejake

KxMx wrote: »

Now I don't mean to be rude, but the few days after xmas are the busiest for the shop staff & customers. You already have to queue for a substantial time when buying during a sale, and the stores are busy. I'm sorry but it makes sense all round not to offer refunds in those first few days, they can serve more customers are the customers have shorter waiting times.

I agree with this. Frankly I sick and tired of waiting in a queue were the majority of people are bringing stuff back for a refund - and it takes ages. I amazed that shops allow this, it puts off paying customers. They should certainly have a separate desk for refunds so people who are actually buying stuff don't have to wait behind them.

I have been in Marks in Spencer in my lunchtime and they have 3 people behind the refunds desk and no one on the till were people pay on the opposite side of the floor.

The refunds idea is good for those rare occasions when someone has a genuine need to return something. Unfortunately, it is widely abused and many people seem to buy stuff they do not want and then return it (or they are involved in some other kind of scam). When I am in a queue in Asda clothing section and people are bringing 3 or 4 items back for a refund and the spacious empty changing rooms are 5 yards away then there is some kind of scam going on. I wouldn't be surprised if the whole returns policy is scrapped because of these kind of people.

jan03

If this is the norm for most shops to act with returns after Christmas then I would like to congratulate Oasis in keighley who allowed me to return a £90 coat that was bought for me just because I couldn't justify that amount on one item( I'm Scottish:) ) and swap it for a load of sales clothes (also asked if I wanted to try them on), ended up with £243 worth of stuff for the £90 price on the coat.

charis18uk

bluejake wrote: »

I agree with this. Frankly I sick and tired of waiting in a queue were the majority of people are bringing stuff back for a refund - and it takes ages. I amazed that shops allow this, it puts off paying customers. They should certainly have a separate desk for refunds so people who are actually buying stuff don't have to wait behind them.

I have been in Marks in Spencer in my lunchtime and they have 3 people behind the refunds desk and no one on the till were people pay on the opposite side of the floor.

The refunds idea is good for those rare occasions when someone has a genuine need to return something. Unfortunately, it is widely abused and many people seem to buy stuff they do not want and then return it (or they are involved in some other kind of scam). When I am in a queue in Asda clothing section and people are bringing 3 or 4 items back for a refund and the spacious empty changing rooms are 5 yards away then there is some kind of scam going on. I wouldn't be surprised if the whole returns policy is scrapped because of these kind of people.

I found this post hilarious and so misguided.

As a busy mum if I go shopping for clothes or gifts the fact that a shop provides a 28 day no quibble returns policy ENCOURAGES me to shop there.

I routinely return clothes I have purchased and there is no 'scam' other than I don't have the time (nor the inclination with a 6yr old in tow) to try clothes on instore. Also by taking them home I can see if they fit in with the rest of my wardrobe. I don't have the cash to be too frivilous with my purchases.

It would be a sad day if this policy was revoked and I imagine that stores would see declines in sales from people like me.

I do however agree that returning items during some of the busiest shopping days of the year is just madness and the stores are right to limit this.

As for Debenhams and not refunding on 50% or less reduced items - they will if you purchase with their store card. Also their card entitles you upto 20% off cafe purchases, free coffee per day (gold card) and free lockers (gold card). Why anyone would want to purchase from this store any other way is mindboggling (as long as you pay balance off in full each month;) ).

Hurrah to the no quibble returns policy:j

bylromarha

OP-be proud that you managed to get them to overturn their policy by getting a refund on a non refund day, sell the gift card on ebay and buy something lovely for your son with the money.

And, if there's anything else to return next Cmas, give the store a ring before you set out so you don't waste a trip.

A_little_stressed!!

fedupconsumer wrote: »

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.

I work for Debenhams, and I will advise customers who want a refund not to bother 'standing thier ground' we have been told it cannot be refunded right now. I am unsure if the computers will let us, but if they did, our number would come up at the end of the day that we had done it and we would be in trouble. It is so busy right now it cannot be justified to spend the time doing this, it takes as long as serving three customers. Even if it looks quiet, there is a backlogue of clothes from the changing room from these crazy busy days that need putting out, and customers make quite a mess which also needs tidying up. We are one of the only stores allowing customers to try things on, therfore we have more work than them.
It's the same at Next, M&S (I believe) also River Island.