Debenhams refusing refunds

helwarren

Guess you could flog the gift card on ebay -these things tend to go for near enough the value on the card all bar a few pence from what I've seen. Would suggest you watch some first to be sure though.

withabix

A_little_stressed!! wrote: »

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.

But, if an item is faulty, you CANNOT tell a customer to come back another day for their exchange/refund. Debenhams are not above the law.

I personally would demand to see the store manager, gradually getting louder and louder until my LEGAL RIGHT was provided.

As for busy - our local Debenhams certainly wasn't yesterday when I went in to buy stuff to donate to our local Children's Hospice. The staff were busy doing nothing mostly.

moneymah

withabix wrote: »

But, if an item is faulty, you CANNOT tell a customer to come back another day for their exchange/refund. Debenhams are not above the law.

The law prohbits a company from refusing to refund. The law does not dicatate immediacy of refund. A company could refund by raising a cheque from head office which would take time to prepare, time to post to you, time for you to pay in and time to clear at your bank but it would still be legal since your right is to a refund.

exel1966

A_little_stressed!! wrote: »

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.

As my earlier post states, I think it is reasonable for a few days after xmas to wait for a refund/exchange due to stores being very busy, HOWEVER you can't have your cake and eat it.
Why is it acceptable for Debenhams cashiers to tout for store card sales when the customer gets to the till, leaving the 26 people behind him in the queue waiting even longer when that customer agrees to sign up and 10 minutes is spent on his application !! Talk about causing considerable and unnecessary delay to other customers for the sake of a few quid comission.

Nessa

It seems, these days, customer service is getting worse and worse.

withabix

exel1966 wrote: »

Why is it acceptable for Debenhams cashiers to tout for store card sales when the customer gets to the till, leaving the 26 people behind him in the queue waiting even longer when that customer agrees to sign up and 10 minutes is spent on his application !! Talk about causing considerable and unnecessary delay to other customers.

ABSOLUTELY! It takes MUCH less time to do a refund!!

dee_mum_of_3

many years ago(14 to be exact) i worked at debenhams over xmas their returns are very good but i think refunds take a lot of time and thats why some stores have said no returns at certain dates (not that its right) it might help you to argue your case if you know the reasons for refund/return its based on a FUDGE......INTRIGUED?
F=FAULTY
U=UNUSED
D=DAMAGED
G=GOODWILL
E=EXCHANGE
all these are appropriate reasons for refunds or returns, it could be you were met by a very unsympathetic slesperson maybe you could try another till? certainly when i was there they accepted refunds above and beyond what you might expect to the point of having the mickey took out of them.......when i was there we had almost a weeks worth of training this was only for a temporary xmas position and i wonder if theyve cut back to such an extent the staff arent trained in all areas?? im sure if you stand your ground and have a receipt they will change or refund ........

dee_mum_of_3

withabix wrote: »

ABSOLUTELY! It takes MUCH less time to do a refund!!

the thing with the store cards is that each cashier gets a proportion of the use of a card when i was there it was 50p per succesful application paid as a lump sum when your contract ended i had upwards of £50 on those alone so obviously the cashier is intent on getting those to line her pocets

withabix

moneymah wrote: »

The law prohbits a company from refusing to refund. The law does not dicatate immediacy of refund. A company could refund by raising a cheque from head office which would take time to prepare, time to post to you, time for you to pay in and time to clear at your bank but it would still be legal since your right is to a refund.

But they are restricting or limiting your rights by forcing you to return to the store on another day in order to return the goods for a refund.

This must be sailing close to the wind as far as The Consumer Transactions (Restrictions on Statements) Order 1976 is concerned???

YAZZA_3

withabix wrote: »

But they are restricting or limiting your rights by forcing you to return to the store on another day in order to return the goods for a refund.

This must be sailing close to the wind as far as The Consumer Transactions (Restrictions on Statements) Order 1976 is concerned???

They be forcing the customer if the garment is faulty but not if the customer wants to return/exchange if they have changed their mind. Stores legally do not have to issue refunds.