Debenhams ignoring refund requests (one parcel lost, one parcel to be returned)

adougl16

Hello,

My mum bought two items from Debenhams online. One didn't turn up and she wants to return the other one. Debenhams only list Facebook on their website to contact them and she contacted them on 31/12/25 and again today to report that one of her items was missing. They have not responded. The Debenhams website instructs her to contact the seller company of the item she wants to return by email. Again she contacted them on 31/12/25 and again today, but they have not replied. Is she entitled to request a "chargeback" from her card provider as she has followed Debenhams' instructions to request a refund and given them a reasonable time to reply?

eskbanker

Is this one order of two items from the same seller, or separate orders from two sellers?  What are the name(s) of the seller(s)?

adougl16

eskbanker said:

Is this one order of two items from the same seller, or separate orders from two sellers?  What are the name(s) of the seller(s)?

Two items from the same seller. She has made the seller that one item did not arrive and she wants to return the other. The seller is Hirix International.

born_again

adougl16 said:

Hello,

My mum bought two items from Debenhams online. One didn't turn up and she wants to return the other one. Debenhams only list Facebook on their website to contact them and she contacted them on 31/01/25 and again today to report that one of her items was missing. They have not responded. The Debenhams website instructs her to contact the seller company of the item she wants to return by email. Again she contacted them on 31/12/25 and again today, but they have not replied. Is she entitled to request a "chargeback" from her car provider as she has followed Debenhams' instructions to request a refund and given them a reasonable time to reply?

Is that a typo? 31 Jan 25

For a chargeback in such a case no.
Given this is the 1st full week after holidays & many area's have issues with the weather, causing staffing issues you are not giving anyone time to respond.

savergrant

adougl16 said:

eskbanker said:

Is this one order of two items from the same seller, or separate orders from two sellers?  What are the name(s) of the seller(s)?

Two items from the same seller. She has made the seller that one item did not arrive and she wants to return the other. The seller is Hirix International.

Is the paperwork for the missing item in with the other item? Are you missing one item from a shipment or an entire shipment?

adougl16

savergrant said:

adougl16 said:

eskbanker said:

Is this one order of two items from the same seller, or separate orders from two sellers?  What are the name(s) of the seller(s)?

Two items from the same seller. She has made the seller that one item did not arrive and she wants to return the other. The seller is Hirix International.

Is the paperwork for the missing item in with the other item? Are you missing one item from a shipment or an entire shipment?

Two items from the same seller. One arrived one did not. No paperwork as far as I am aware, all sent on email.

No weather issues anywhere apart from Aberdeenshire, so I think they are simply ignoring refund requests 

abc54321

I requested a return item not opened on 27th December. After numerous emails back and forth along with photo of item postage office return receipt and delivery confirmation I still haven’t received a date when money will be refunded. I’m lost what the next stage should be.