Shocking Debenhams refusal to issue gift card after confirming receipt of goods

Justonhererefissues1

Just a warning to all reference Debenhams shocking Customer service reference returns

I ordered 6 shirts across two orders and found one shirt in each order to not be suitable (normal issues not debenhams complaint related).

I carried out the returns procedures on the website selecting return of money by "Giftcard" rather than direct to bank as Debenhams stated this would be faster AND they would return more as they would reduce the returns cost for selecting this option.

This therefore meant I sent two parcels back with one shirt in each and received email confirmation of receipt on 03/11 & 10/11.

The Debenhams receipt is rather "wooly" on when the gift card will be issued thus when I received the first on the 10/11 but not the second before my holiday abroad on 22/11 I put it down to admin on the build up to Christmas and expected the second to appear while I was away.

Upon returning from holiday I tried to contact Debenhams, no phone number only messenger!

After typing out details, order numbers, item numbers, email dates etc they came back and said as they return is over a month old DESPITE their warehouse team confirming receipt they refuse to follow up on the issue of the missing gift card.

Post using up the one gift card they did send I will never use this company again!!! Shocking they have confirmed that they received the product but refuse to refund on time when I was giving them time to pay me!!!!

Grumpy_chap

Justonhererefissues1 said:

Just a warning to all reference Debenhams shocking Customer service reference returns

I ordered 6 shirts across two orders and found one shirt in each order to not be suitable (normal issues not debenhams complaint related).

I carried out the returns procedures on the website selecting return of money by "Giftcard" rather than direct to bank as Debenhams stated this would be faster AND they would return more as they would reduce the returns cost for selecting this option.

This therefore meant I sent two parcels back with one shirt in each and received email confirmation of receipt on 03/11 & 10/11.

The Debenhams receipt is rather "wooly" on when the gift card will be issued thus when I received the first on the 10/11 but not the second before my holiday abroad on 22/11 I put it down to admin on the build up to Christmas and expected the second to appear while I was away.

Upon returning from holiday I tried to contact Debenhams, no phone number only messenger!

After typing out details, order numbers, item numbers, email dates etc they came back and said as they return is over a month old DESPITE their warehouse team confirming receipt they refuse to follow up on the issue of the missing gift card.

Post using up the one gift card they did send I will never use this company again!!! Shocking they have confirmed that they received the product but refuse to refund on time when I was giving them time to pay me!!!!

How did you originally pay for the shirts?

The AML regulations usually require that any refund is back to the original payment source.

sheramber

Grumpy_chap said:

Justonhererefissues1 said:

Just a warning to all reference Debenhams shocking Customer service reference returns

I ordered 6 shirts across two orders and found one shirt in each order to not be suitable (normal issues not debenhams complaint related).

I carried out the returns procedures on the website selecting return of money by "Giftcard" rather than direct to bank as Debenhams stated this would be faster AND they would return more as they would reduce the returns cost for selecting this option.

This therefore meant I sent two parcels back with one shirt in each and received email confirmation of receipt on 03/11 & 10/11.

The Debenhams receipt is rather "wooly" on when the gift card will be issued thus when I received the first on the 10/11 but not the second before my holiday abroad on 22/11 I put it down to admin on the build up to Christmas and expected the second to appear while I was away.

Upon returning from holiday I tried to contact Debenhams, no phone number only messenger!

After typing out details, order numbers, item numbers, email dates etc they came back and said as they return is over a month old DESPITE their warehouse team confirming receipt they refuse to follow up on the issue of the missing gift card.

Post using up the one gift card they did send I will never use this company again!!! Shocking they have confirmed that they received the product but refuse to refund on time when I was giving them time to pay me!!!!

How did you originally pay for the shirts?

The AML regulations usually require that any refund is back to the original payment source.

Unless both parties agree to another method. 

Grumpy_chap

sheramber said:

Grumpy_chap said:

Justonhererefissues1 said:

Just a warning to all reference Debenhams shocking Customer service reference returns

I ordered 6 shirts across two orders and found one shirt in each order to not be suitable (normal issues not debenhams complaint related).

I carried out the returns procedures on the website selecting return of money by "Giftcard" rather than direct to bank as Debenhams stated this would be faster AND they would return more as they would reduce the returns cost for selecting this option.

This therefore meant I sent two parcels back with one shirt in each and received email confirmation of receipt on 03/11 & 10/11.

The Debenhams receipt is rather "wooly" on when the gift card will be issued thus when I received the first on the 10/11 but not the second before my holiday abroad on 22/11 I put it down to admin on the build up to Christmas and expected the second to appear while I was away.

Upon returning from holiday I tried to contact Debenhams, no phone number only messenger!

After typing out details, order numbers, item numbers, email dates etc they came back and said as they return is over a month old DESPITE their warehouse team confirming receipt they refuse to follow up on the issue of the missing gift card.

Post using up the one gift card they did send I will never use this company again!!! Shocking they have confirmed that they received the product but refuse to refund on time when I was giving them time to pay me!!!!

How did you originally pay for the shirts?

The AML regulations usually require that any refund is back to the original payment source.

Unless both parties agree to another method. 

If both parties could simply "agree" another method that would seem to undermine the whole purpose of the AML regulations.

I can buy something by mail order using an illegitimate credit card.
Then return for a refund.
Then have the refund in gift cards, so I now have "clean" funds.

Not good for the store to be exposed.

screech_78

Grumpy_chap said:

sheramber said:

Grumpy_chap said:

Justonhererefissues1 said:

Just a warning to all reference Debenhams shocking Customer service reference returns

I ordered 6 shirts across two orders and found one shirt in each order to not be suitable (normal issues not debenhams complaint related).

I carried out the returns procedures on the website selecting return of money by "Giftcard" rather than direct to bank as Debenhams stated this would be faster AND they would return more as they would reduce the returns cost for selecting this option.

This therefore meant I sent two parcels back with one shirt in each and received email confirmation of receipt on 03/11 & 10/11.

The Debenhams receipt is rather "wooly" on when the gift card will be issued thus when I received the first on the 10/11 but not the second before my holiday abroad on 22/11 I put it down to admin on the build up to Christmas and expected the second to appear while I was away.

Upon returning from holiday I tried to contact Debenhams, no phone number only messenger!

After typing out details, order numbers, item numbers, email dates etc they came back and said as they return is over a month old DESPITE their warehouse team confirming receipt they refuse to follow up on the issue of the missing gift card.

Post using up the one gift card they did send I will never use this company again!!! Shocking they have confirmed that they received the product but refuse to refund on time when I was giving them time to pay me!!!!

How did you originally pay for the shirts?

The AML regulations usually require that any refund is back to the original payment source.

Unless both parties agree to another method. 

If both parties could simply "agree" another method that would seem to undermine the whole purpose of the AML regulations.

I can buy something by mail order using an illegitimate credit card.
Then return for a refund.
Then have the refund in gift cards, so I now have "clean" funds.

Not good for the store to be exposed.

The OP said they chose a refund via gift card as you receive more money back. My teenage daughter shops with Boohoo a lot (same parent company as Debenhams) and they do the same. You get an extra 10% on top of your refund if you choose a gift card. However, when creating a return, the default option is refund to a gift card and you have to manually change that to refund to your original payment method. I’m not sure how they get away with that. Likely that nobody has actually tested it in court. 

the_lunatic_is_in_my_head

Does AML legislation apply to retailers? They aren’t on the list for this Act:

https://www.legislation.gov.uk/uksi/2017/692/regulation/8

Different Act?

sheramber

Grumpy_chap said:

sheramber said:

Grumpy_chap said:

Justonhererefissues1 said:

Just a warning to all reference Debenhams shocking Customer service reference returns

I ordered 6 shirts across two orders and found one shirt in each order to not be suitable (normal issues not debenhams complaint related).

I carried out the returns procedures on the website selecting return of money by "Giftcard" rather than direct to bank as Debenhams stated this would be faster AND they would return more as they would reduce the returns cost for selecting this option.

This therefore meant I sent two parcels back with one shirt in each and received email confirmation of receipt on 03/11 & 10/11.

The Debenhams receipt is rather "wooly" on when the gift card will be issued thus when I received the first on the 10/11 but not the second before my holiday abroad on 22/11 I put it down to admin on the build up to Christmas and expected the second to appear while I was away.

Upon returning from holiday I tried to contact Debenhams, no phone number only messenger!

After typing out details, order numbers, item numbers, email dates etc they came back and said as they return is over a month old DESPITE their warehouse team confirming receipt they refuse to follow up on the issue of the missing gift card.

Post using up the one gift card they did send I will never use this company again!!! Shocking they have confirmed that they received the product but refuse to refund on time when I was giving them time to pay me!!!!

How did you originally pay for the shirts?

The AML regulations usually require that any refund is back to the original payment source.

Unless both parties agree to another method. 

If both parties could simply "agree" another method that would seem to undermine the whole purpose of the AML regulations.

I can buy something by mail order using an illegitimate credit card.
Then return for a refund.
Then have the refund in gift cards, so I now have "clean" funds.

Not good for the store to be exposed.

CRA 2015

section 20

16)If the consumer paid money under the contract, the trader must give the refund using the same means of payment as the consumer used, unless the consumer expressly agrees otherwise.