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

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!

thevivster

Same problem here - I am usually very careful to check the final invoice before paying - but I did NOT see this "opted in" tick box. The charge was £5.99. I told them they had overcharged me and they said

• "Thanks for your response. I'm sorry to hear that you have been overcharged. I have checked on our system and I can see that Swap protect amounting to £ 5.99 were added on your order. Please be advised that it will automatically be added to all eligible orders and you will need to opt out at the checkout if you don’t want it to be included on your order. 
  
  As this has been added already, this cannot be cancelled and refunded. 
  
  Kind regards,
  
  April
  Debenhams Customer Services

I have written back and questioned the legality of an "opted in" box that is auto checked that is not very clearly presented to the customer - I did not consent to that charge, that service nor would I have if I had seen it. Debenhams must be making tens of thousands of pounds in unnecessary and unwanted charges just by having a hidden tick box. this is shocking. 
Furthermore - the refund process for returned goods is appalling. The refund team take weeks to answer any messages. they don't have a phone number. And refunds are not forthcoming in their specified timescale (14 days) - I contacted my credit card company and they contacted Debenhams to raise it as a missed refund. Email came back the next day saying they were processing the refund and it arrived on the card the day after that. So if you're struggling and you paid by cc - contact them. (you can't do a s75 as they were not goods that were faulty or didn't arrive - they were returned items). 
I would never buy from Debenhams again - shame as they have some good stuff. 
However I would point out that one of their 3rd party franchises, Enorsia, responded about the return very quickly and processed the refund very quickly  - those are not handled by Debenhams - the goods are just advertised on the Debenhams website. 
I am still chasing the £5.99 and will keep going til it is returned. 

Largs

This is one business I would love to see go out of business (again!) 

diveunderthebonnet

Largs said:

This is one business I would love to see go out of business (again!) 

I on the other hand would like them to re-open their store we had in the MetroCenter ,Gateshead ,always had what the wife was after and at the right price.

Largs

diveunderthebonnet said:

Largs said:

This is one business I would love to see go out of business (again!) 

I on the other hand would like them to re-open their store we had in the MetroCenter ,Gateshead ,always had what the wife was after and at the right price.

Yes I miss the Glasgow store too.  I spent hours in there over all the floors and Debenhams styled me and my home for many years.  What is called Debenhams now (Boohoo) is being deceitful with shoppers, that was more what I meant.

bobster2

MyRealNameToo said:

There have been a couple of threads on it, it does generally replicate your CRA rights but does add some small benefits like the statement of a 24/7 assistance service and accelerated resolution to problems. 

Its an option under the delivery options but is defaulted to be included, it appears to be linked to order value as adding a cheaper item the fees are lower. You do have to scroll past it to get to the payment options so it's not exactly hiding below the screen fold. 

I'd argue its poor value and it being defaulted as being on isnt great but its not the worst setup as at least it does have to come on screen for you to pay -v- some others where they have hidden opt in to subscriptions etc below the payment button where you dont have to have seen it to opt in. 

It's a lot worse than "poor value".

It's like going to a restaurant where you pay as you order food - and them saying "After you've placed your order and we've taken payment, our waiter might get lost on the way to your table, or perhaps drop your dinner - or maybe eat it himself. Would you like to pay for 'dinner protection' so you can get a fast hassle free replacement? We know you're entitled to receive the meal you paid for - but without 'meal protection' we might take months to bring you a replacement meal"

DW73

The same thing happened to me, and on a second time even when I'd be told about it. It's not clear, it's an automatic opt-in which is disgraceful and their customer service responds ignoring your email and 2 weeks after you've complained. 
I think the only way to get your money back is through your credit/debit card company. 

girafe4ecee

This also happened to me trying to get it refunded very sneaky

Grumpy_chap

bobster2 said:

MyRealNameToo said:

There have been a couple of threads on it, it does generally replicate your CRA rights but does add some small benefits like the statement of a 24/7 assistance service and accelerated resolution to problems. 

Its an option under the delivery options but is defaulted to be included, it appears to be linked to order value as adding a cheaper item the fees are lower. You do have to scroll past it to get to the payment options so it's not exactly hiding below the screen fold. 

I'd argue its poor value and it being defaulted as being on isnt great but its not the worst setup as at least it does have to come on screen for you to pay -v- some others where they have hidden opt in to subscriptions etc below the payment button where you dont have to have seen it to opt in. 

It's a lot worse than "poor value".

It's like going to a restaurant where you pay as you order food - and them saying "After you've placed your order and we've taken payment, our waiter might get lost on the way to your table, or perhaps drop your dinner - or maybe eat it himself. Would you like to pay for 'dinner protection' so you can get a fast hassle free replacement? We know you're entitled to receive the meal you paid for - but without 'meal protection' we might take months to bring you a replacement meal"

Well, that might be amazing value.  Pay for dinner and get several months of free accommodation and heating.