WARNING and help?: Debenhams and daylight robbery /misselling protection

BogStandardBob

elsien said:

I am surprised that you didn’t notice an extra 16 quid had been added to your order at the point of checkout? 

When I'm buying multiple items for choice, I pay attention to the price of each individual item. The total will be multiples of how much I'm actually going to end up spending so I don't need to pay too much attention to it. It will go on the credit card and be refunded before my credit card bill is due. 

This is a very sneaky practice as it gets added on when you've already checked things and just selected the 'free' express delivery.

BogStandardBob

How did you e-mail them? Their contact us page only lists a whatsapp? I'm in the same boat so would like to know the e-mail. 

I was shopping at Debenhams online and upon checkout a delivery protection fee of £15.99 was added to my order. I did not realise this until I had checked out and paid, despite carefully reviewing my order before placing it. It must have been a ticked box somewhere, Debenhams describes this charge as optional, but I never opted for this and I did not see the box ticked before placing my order. I've shopped at Debenhams before and this must be a new thing. The rate is extorionate and not something I'd ever opt in.

Under UK consumer rights act, the seller is already responsible for ensuring the goods are delivered safely. This means I am/you are protected against for delivery by my statutory rights, without needing to pay an extra charge, so what exactly did they just force-sell to me? Is this extra charge a lawful thing to charge? Especially given that it is not clear to the customer that they are buying it. I am fairly savvy shopper and I got caught out!

I feel aboslutlye mugged. This has been missold, as it was not sufficiently clear at checkout that this was being added to my basket. Although this is certainly my last shop at Debenhams and has really soured the experience, I wonder if I have any recourse? I e-mailed them immediately after making the order but have not received a refund for the charge. I will complain to my credit card issuer next as I paid with AMEX and they're generally quite good with this kind of thing. I am so miffed by this. 

spikeyboy

The same thing happened to me. When I tried to contact them it advised using  WhatsApp,however they just don't reply to the messages. Complete con!