How on earth can you get a refund from Debenhams?

Alaplage

I need to return 2 x unworn clothing items to Debenhams. They came from one of their suppliers and no returns paperwork was included in the delivery as it should have been. I mailed Debenhams customer services and they replied that, since my order was for cosmetics - IT WAS NOT! - it cannot be refunded. They have not replied to any subsequent (polite) requests for help that I've sent to their CS mailbox. Any phone numbers I've found for Debenhams/Boohoo or the supplier of the 2 items are never answered/go dead. Feels like a deliberate ploy not to issue a refund. Any suggestions as to how I might get in touch with them and get my money back? (It's not a trivial amount, but there's a principle here, any how.) Thanks in advance.

DE_612183

Have you tried using the "return your order" page on their website?

You probably need to return to the supplier not debenhams.

What was the name of the supplier?

Modimoe

Trust pilot shows this is a huge issue. I've been trying to get refund for weeks and weeks it's impossible  pushed back by bot, multiple  agents on WhatsApp and so called customer service scripts. I've emailed but nothing. Just denial  They just repeat script. Deny any responsibility. I have proof of return too. I guess most people give up but it's such a lot of money - at a loss now myself but the scale of money they're keeping must be huge - they deny any liability say they're only a platform for sellers but this was not clear and they took the money from my account for payment - so surely contract is with them. They should be investigated for consumer fraud 

Alaplage

Thanks. Have tried all obvious routes. I did try the supplier and they sent me a link to a label (which will be a faff to print) and told me I have to pay double Debenhams' stated return fee. All because a lazy packer did not include a return label (intentionally?) in my parcel. Amazingly, following use of a different email address to make my request, Debenhams have been in touch, albeit to tell me that the returns label should have been included in my parcel (YES!) and to ask me to provide details of the goods I want to return (which they have and I've repeated multiple times). We'll see if this results in any action. Debenhams have just brought in advisers to explore refinancing options (they have massive debt/credit issues), so maybe failure to refund is part of the solution...Last time I buy anything from them, certainly that I can't be sure I'll want to keep.

secretarybirdextraordinaire

I am now in the same boat. Two orders placed end of June and returned 2nd July. Total amount £188.66 (already deducting the cost of return). Waited for 14 days from when returns were acknowledged (today) but nothing in my bank. So many emails sent with the standard reply that their customer services are busy and they will get back as soon as possible. I have tried messaging via their Facebook page. Same reply!! Section 75 requires a customer number. Guess what? I don't have one in my account with Debenhams and they won't supply that either. One way and another, they have my money, they have the returned goods and they won't refund. I don't have any faith in this awful company.

eskbanker

secretarybirdextraordinaire said:

Section 75 requires a customer number.

'Section 75' normally refers to the part of the Consumer Credit Act 1974 that holds creditors jointly liable with suppliers, so would generally relate to claiming refunds from credit card providers, who don't 'require a customer number'.  It also only applies to items costing over £100, so at least one of yours wouldn't qualify if the total is below £200.

Are you thinking of something else here?

sheramber

How did you pay?

2Sheds

Same problem for me now, returned item £42 was received by them on the 14th July. Email saying refund is on it way 18th July so far nothing.

Whatsapp bot same replies each time item is being processed, although one said money going to paypal and I paid via my bank. Automated emails replies. 

Reviews on Trustpilot awful and a lot more added since I added one. Probably been hacked and can't process sod all. 

Annoying the item I brought was from Decathlon their website showed none in stock, while Debehams had loads. Item came and was returned to Decathlon. I'll email them to let them know what Debenhams are doing.

I've asked my bank about doing a chargeback too

2Sheds

Contacted Chase Bank and had to supply a screenshot of the email from Debenhams stating 'Your refund is on the way'. Chase refund that day and open a case.