Debenhams boohoo refuse money refund

geordie_in_Preston

I have just had a poor experience with BooHoo customer service.  I ordered 2 pairs of jeans via debenhams, package delivered via Evri.  Only 1 pair was in the parcel, I reached out to both evri and the store they were delivered to who confirmed 1 parcel only.  I contacted customer service who claim to have investigated and viewed CCTV footage of the package being packed and claim both pairs were packed.  As a result they have denied claim to any refund or replacement but are stating due to GDPR they aren't able to provide evidence for the parcel being packed correctly.  Is there anything I can do from here?

A_Geordie

geordie_in_Preston said:

I have just had a poor experience with BooHoo customer service.  I ordered 2 pairs of jeans via debenhams, package delivered via Evri.  Only 1 pair was in the parcel, I reached out to both evri and the store they were delivered to who confirmed 1 parcel only.  I contacted customer service who claim to have investigated and viewed CCTV footage of the package being packed and claim both pairs were packed.  As a result they have denied claim to any refund or replacement but are stating due to GDPR they aren't able to provide evidence for the parcel being packed correctly.  Is there anything I can do from here?

GDPR does not prevent them from providing CCTV evidence. They can use software to blur faces of individuals or the background to focus on the packing of the parcel. You could, if you wanted although I wouldn't recommend it, make a pre-action application to the court for Boohoo to hand over the CCTV which based on your respond suggests they have evidence of the CCTV being packed properly but are not willing to share it. That comes at a cost and there's no guarantee that a court would agree if there's another means of obtaining that evidence through legal proceedings. 

I read a lot of complaints about Boohoo and suing them seems to be the only option to ensure it gets resolved one way or another, unless you are willing to just write it off and move on. 

If you did sue them, I'd be inclined to mention in the claim that they have indicated that there is CCTV evidence available of the parcel being packed, but have refused to provide a copy of the event as evidence and the court should infer that in the absence of that CCTV event being handed over, Boohoo did not pack all of the goods into the parcel(s).

They will either have to deny there was ever any CCTV evidence in which case it hurts their case even more with a lack of evidence or they will need to hand it over, or try to argue a defence like the GDPR but the ICO Guidance and the Data Protection Act 2018 already confirms that disclosure of CCTV is permitted in reation to legal proceedings.

geordie_in_Preston

Thank you for taking the time to right back, for the cost of the item it wouldn't be worth the action but I suspect that they are also counting on this.  

Andy_____

Bazaar17 said:

Hi all, just as a warning and also to see if I’m doing things correctly. Wife purchased items from Debenhams, they weren’t suitable, so tried to start a return, the return e mail didn’t contain a return label, but when online it said take the qr code and return via local collection point, didn’t work after trying 3 seperate times. Then had a run around with their “customer service” team to get a new return label, items have gone back. Now they’ve said that we opted for a gift voucher, (we were unaware that they default the return as a gift voucher) very underhand IMHO. We have since asked for a proper refund but they’ve refused. Also they refuse to provide an address to file a complaint and most likely to file a money claim. What is the best option here? We are thinking of going to our bank and file a charge back to our debit card, if that’s refused we will have to go via Northampton, apologies for the long post, but really be aware of what this company is putting people through

Hello, I appreciate this is a little while after your initial post but I've had the same issue. I lodged a complaint with the CEOs office and I've managed to get a full refund to my debit card. Please use groupcomplaints@boohoo.com and address your complaint to Dan Finley. My refund was for a little over £300 so it can be done you just need to speak with the right people. If I can help let me know..

Andy_____

I sent the follow directly to the CEO 


Dear Mr Finley,

I am writing to formally raise a serious concern regarding a recent return I made with Debenhams, which has not been handled appropriately. My order number is XXXXXXXXXX.

Despite making a straightforward return, I have been refunded via a gift card without my request or consent. I explicitly wanted the refund to be credited back to the original payment method.

I understand that there are claims of an option in the returns portal to select how refunds are processed. However, in my case — and after testing with a separate return specifically to verify the options — I was unable to locate any choice to request a refund to my card. It appears that this is not an isolated incident, as multiple customers have reported similar issues on various forums, indicating a systemic problem with Debenhams’ returns process.

This situation is completely unacceptable. I expect the full refund to be credited back to my original payment card immediately, and I request confirmation once this has been actioned.

I hope you will treat this matter with the urgency it deserves. If this is not resolved promptly, I will have no option but to escalate the matter further, including through consumer protection channels.

I look forward to your swift response.


Dan.Finley@debenhams.com