Advice needed - consumer rights

Okell

AimeeH said:

the_lunatic_is_in_my_head said:

Chargeback with card provider OP, have proof of return to hand. 

What is charge please? 

Assuming your mother paid by debit card or credit card she needs to raise a payment dispute (a chargeback) with her bank/card provider.

Presumably she has some sort of proof of return?

sheramber

AimeeH said:

My mum has tried emailing the ceo of Debenhams and has he no response. Is there no way to get her money back or a replacement sent. Can Debenhams just ignore her?

Your mum needs to contact her bank and tell them she received damaged goods which she has returned to the company but they will not refund her money.
 

The bank can do a ‘chargeback’ which means they recall the money.

Be careful that they may refund the money right away , but the company have a set time to dispute that. The time depends on the type of card/ visa or Mastercard.

If the company dispute it the bank will take the money back.

Your mum must keep the proof of return and receipt  safe in case the company  miss the deadline to dispute it  and try to claim it back later. 

salsa2

Ergates said:

If they still don't respond then you'll need to escalate.

Some people get a good response from retailers by mailing the CEO of the company (there will be a team that deals with such mails, not the CEO themselves. 

You can get the details here:
Debenhams CEO Email address contact and Telephone number | Daniel Finley (Company Number: 05448421) | UK

I have tried this link but unfortunately doesn’t work as I also have a problem with Debenhams. 

Good luck OP/your mum. Do let us know what happens because there are literally hundreds of consumers having problems with Debenhams, so it will really help others to see what happens. 

Undervalued

AimeeH said:

My mum has tried emailing the ceo of Debenhams and has he no response. Is there no way to get her money back or a replacement sent. Can Debenhams just ignore her?

Well yes they can. Nobody can force them to reply!

Ultimately your (her) only option may be take legal action. If you win and they ignore that then there are steps you can take to enforce the judgement.

AimeeH

I’ve given her the advice to contact her banks. She paid with debit card, which is Mastercard I think. She’s keep receipt of return etc. hopefully she’ll have some joy there. Thanks for all your help and advice everyone

AimeeH

Decided to message via Debenhams customer services via WhatsApp instead of the emails to customer services that did not get a reply. Within 24 hours my mum has been contacted and advised a refund is now on its way!!! No apology for poor customers service previously, but will take it as a win. Thanks for all the advice!

eskbanker

salsa2 said:

Ergates said:

If they still don't respond then you'll need to escalate.

Some people get a good response from retailers by mailing the CEO of the company (there will be a team that deals with such mails, not the CEO themselves. 

You can get the details here:
Debenhams CEO Email address contact and Telephone number | Daniel Finley (Company Number: 05448421) | UK

I have tried this link but unfortunately doesn’t work as I also have a problem with Debenhams. 

The link doesn't work because MSE has a policy decision of censoring any references to a prominent website used to share details of CEO emails, so the link has been deliberately broken by the forum software (to https://www.!!!!!!/s.php?id=ceo-9042 ), and you'll need to Google something like 'ceo email <company name>' in order to reach the desired page....

Ergates

eskbanker said:

salsa2 said:

Ergates said:

If they still don't respond then you'll need to escalate.

Some people get a good response from retailers by mailing the CEO of the company (there will be a team that deals with such mails, not the CEO themselves. 

You can get the details here:
Debenhams CEO Email address contact and Telephone number | Daniel Finley (Company Number: 05448421) | UK

I have tried this link but unfortunately doesn’t work as I also have a problem with Debenhams. 

The link doesn't work because MSE has a policy decision of censoring any references to a prominent website used to share details of CEO emails, so the link has been deliberately broken by the forum software (to https://www.!!!!!!/s.php?id=ceo-9042 ), and you'll need to Google something like 'ceo email <company name>' in order to reach the desired page....

Ah.  I did not know that!