Debenhams/Boohoo Refunds and Paypal Buyer Protection.

salsa2

Hi All, hoping for some help. Sorry this is long but it will hopefully cover most questions people may ask. I am having problems getting refunds for items purchased on both Coast/Debenhams/AXParis and Goddiva/Boohoo(their own site). 

  I purchased several different dresses from different retailers. Some dresses were being sold by retailers under the DBZ umbrella. 

3separate orders of:

4 x dresses from Goddiva on Boohoo
2 x Dresses from AXParis on Debenhams
1 x Coast Dress on Debenhams

I have been unwell this year and have lost a lot of weight, so wasn’t sure about what sizes I would need, so ordered several different sizes and styles. I purchased the items through paypal credit as I tend to do when I know I will be spending over £100 and knowing I will be returning most items. 

 When returning the items I went through the returns portals on the different sites and was given QR codes and returned items within the specified windows. The QR codes being scanned gives you proof of postage and tracking info. The items reached their destinations within 2-4 days. For clarity although I purchased items from AXParis for example  through Debenhams you have to return them to AXParis directly, but the refund is through Debenhams. I have confirmation of all 3 returns/deliveries. It was only when I had heard nothing by the 20th August about any of the 3 returns, that I contacted the customer services of both Debenhams and Boohoo. 

 The problems began then, CS started off with AI. They can’t decipher photos or links so you have to write everything by hand. You then get copy and paste answers and nothing specific to your query. 2-3 days later you talk to a human and have to start all over again and submit the same info each time you does to someone different because there’s no continuity, you often still just get given a copy and paste answer which is exactly the same for both sets of CS or reassurances about refunds coming, which you quickly learn mean very little.  On the 21st of August I received emails about the Goddiva and AXParis refunds stating they had been processed and were on their way, I’ve still received nothing to date. Well by 14 days plus the refunds haven’t materialised and in the meantime I’ve discovered that 100s of other consumers are in the same boat, some owed several £100s of pounds like me and have been waiting months, with a seemingly defunct CS, one person getting their refund quickly and overturning a decision for the refund to be in the form of cash rather than gift voucher, having found the email of Debenham’s CEO, the CS route doesn’t give any resolutions. 

I then decided to raise a dispute through Paypal. So I have learnt something from their CS that disputes under buyers payment protection isn’t quite as straightforward as I thought. I presumed if you pay through paypal, that the money, in a way, is protected, as well as the item and if you have a problem which hasn’t been resolved by contacting the retailer, you raise a dispute, but they have informed me that; 

PayPal’s Purchase Protection Program-may apply in the following situations: You didn’t receive your item from the seller (known as an "Item Not Received"claim). You received an item, but it’s significantly different from what you ordered (known as a "Significantly Not as Described"claim). 

A couple of the dresses were faulty so they’d be covered, but as the others I returned aren’t really covered under those stipulations, they aren’t sure if they will be able to help, but they’re willing to try in my case. Whilst reading other people’s refund problems, it’s apparent that not many of them are aware of this, as many of them are saying in response “raise a dispute through paypal and get your money back”, but it’s obviously not quite as clear cut as that.

So I’m wondering where to go if Paypal decide they can’t help. As it’s on paypal credit, can I apply to my card issuer? I am owed several £100s so it’s not a matter I can afford to let go.  I know this problem appeared on BBC Watchdog in June I believe, so I’m not alone so would be really interested to know if anyone had any success, by a route I haven’t tried.  Thank you in advance.   

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salsa2

Bumping this in the hope it catches someones eye 🙏

ajwebster

Hi, 

I'm in the same situation. I bought a jacket via their website on 22/09/25 - which was way too small. I returned it , using their prepaid Royal Mail tracking label - and asked for a replacement in a larger size. Nothing happened. As there is no phone or email address for them I contacted them via one of their few online portals: WhatsApp.
Still no joy. Had to keep putting in the same info that the item has been returned and I had a full tracking history for it. And, as the previous person mentioned, I also paid via PayPal and they can't help because the jacket has been returned to the seller, so it's up to Debenham's to issue the refund - which I was told by PayPal's customer call centre on the phone. (At least you can talk to someone there!) By this stage I didn't want a replacement, I just wanted a refund.

I've since escalated the case via Resolver and I'm still getting the run around from Debenhams. They were 'waiting' to hear back from the 3rd party seller. In the meantime, I'd already tracked down this 3rd party seller, emailed them, explained the situation and they emailed me back saying that they would cancel the original order and refund my payment to Debenhams. I then got 2 emails from Debenhams - on the same day -  saying that the refund was both being processed and on its way. Again, I'm still waiting for my refund.

The case is still open on Resolver. There is, apparently, a "customer adviser" keeping me up to date with the progress of my refund. The address for DBZ Marketplace Online is on Companies House, if you want to get in touch with them. The phone number attached to their PayPal account is an automated line that won't help you. I've never known such dreadful customer care. I'm also not the only one who is in the situation. I think the next step is to make it go public.