Debenhams refunding via gift card.

GPAP2218

Hello. I have just received my order from Debenhams. Nothing fits so I started a return. It is coast clothing so I was advised to go into the coast portal. However before I got into the coast portal, it is stating I will be refunded via a gift card? Which I find very strange as I have not selected anything yet as I am not even in the coast returns portal. I have resided this via Debenhams which is absolutely useless and they’re saying they cannot change it now…. I paid for my items via Klarna and they are saying I would still have to pay them as I will receive my refund in gift cards. Has anyone else experienced this? And did it get resolved? Does anyone know who I can go too? 

born_again

A few threads on this & it seems the default option when selecting a refund is gift card & you have to change that to cash refund.

Andy_____

GPAP2218 said:

Hello. I have just received my order from Debenhams. Nothing fits so I started a return. It is coast clothing so I was advised to go into the coast portal. However before I got into the coast portal, it is stating I will be refunded via a gift card? Which I find very strange as I have not selected anything yet as I am not even in the coast returns portal. I have resided this via Debenhams which is absolutely useless and they’re saying they cannot change it now…. I paid for my items via Klarna and they are saying I would still have to pay them as I will receive my refund in gift cards. Has anyone else experienced this? And did it get resolved? Does anyone know who I can go too? 

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.

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