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

Woodstok2000

Would you be surprised that the largest shareholder in Debenhams Group is Mike 'Sports Direct' Ashley!

penguin10

I was caught with this too   Managed to get a reply from them by email basically saying tough luck! 
Paid by PayPal but can't find anyway to ask them to refund the charge - any idea?
Will def be striking Debenhams off my list of online retailers to use.  
Could have bought the item cheaper from a local store now that I have paid this scammy charge - lesson learned

satwant76

Got stung by this as well. So much for a sale price if they stick this charge on by default and you don't notice. Will be very wary about buying from Debenhams again.

HateInjustice123

Pre-ticked postage protection happened to me too at the end of November  and I eventually got a very strange response stating:  'Swap Protect' is an optional service offered at checkout, specifically designed to provide an added layer of security for certain high-value or fragile items. By opting in, the fee covers the cost of specialized, enhanced protective packaging and handling, which goes above and beyond our standard procedures.

The 'Swap Protect' fee is non-refundable, even if the primary product is later returned. It covers the upfront cost of providing that premium service.

It's strange as I am pretty sure they didn't pack or send out the item.  The original supplier did as it was via their market place. When I returned it and reordered directly from the original supplier (at a cheaper price) it was in exactly the same packaging and there was no such added charge!! 

Returning it to Debenhams was of course super hard due to all the Customer Services issues listed in other comments.  The original retailer were kind and brilliant and thankfully helped me.  I don't understand why good brands are working with Debenhams.  I have been refunded for the item but not the so called Swap Protection - which I will continue to fight through all available channels.  Pretty disgusted and wont ever be shopping at Debenhams again, the new owners have used a familiar and reputable name to provide a very different, unhelpful and to be kind lets say not very transparent service.    

FluffySocksRule

Has anyone had this successful refunded? Or successful claimed from a credit card? 

I was recently charged £48.49 for this delivery protection fee. I'm very annoyed and I want to know the best method of getting this resolved 

dhen2801

Hello 

I did a chargeback claim through PayPal. I think the bit of regulation that makes this behaviour unfair trading is set out by the Competiton and Martkets Authority if you search ‘Getting consent for additional charges when selling online’

(Sorry I’m not able to post links yet. 🤷‍♀️)

basically because Debenhams add this to your bill as an opt-out, with a pre-ticked box it is not considered proper consent.

D

Largs

People need to stop shopping with Debenhams and Boohoo.  There is no point posting warnings as you clearly did not read them and shopped there.

sheramber

Largs said:

People need to stop shopping with Debenhams and Boohoo.  There is no point posting warnings as you clearly did not read them and shopped there.

They also need to read carefully any form that they are completing. 

HateInjustice123

FluffySocksRule said:

Has anyone had this successful refunded? Or successful claimed from a credit card? 

I was recently charged £48.49 for this delivery protection fee. I'm very annoyed and I want to know the best method of getting this resolved 

Yes - reported to citizen's advice - which everyone affected should do so its fed into Trading Standards they advised a Charge Back was best action and did it no hassle through credit card company.  Received back within a couple of days. 

sheramber

HateInjustice123 said:

FluffySocksRule said:

Has anyone had this successful refunded? Or successful claimed from a credit card? 

I was recently charged £48.49 for this delivery protection fee. I'm very annoyed and I want to know the best method of getting this resolved 

Yes - reported to citizen's advice - which everyone affected should do so its fed into Trading Standards they advised a Charge Back was best action and did it no hassle through credit card company.  Received back within a couple of days. 

Remember the company can dispute the chargeback and it gets reversed. 

The company can also pursue the debt at any time in the next 6 years.