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Debenhams Refunds
I'm having real difficulty getting hold of a person from Debenhams customer service; someone who can actually solve my problem. I have a "non-returnable" item that is faulty! Their contact via Facebook Messenger is appalling; a bot just sends you round in circles. and a week later still waiting for a reply about a faulty product. They don't answer if you fill in their online form. I then made a comment on X and I've now got scammers trying to "refund me". Has anyone actually managed to ever get a response from a human? and how long did it take?!
How on earth is a company allowed to work in this way? I've seen a few complaints in various online forums about their tactics. And don't get me started on the multiple places you have to return good to, and their automatic add on about paying for delivery protection (which is a con - that is not needed and is probably illegal). It shouldn't be up to us and the banks to do chargebacks for a company that just ignores its customers. Well now I will be ignoring them, and will spread the word at work and with friends. DONT USE !
Comments
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Paying for delivery protection isnt illegal, there are some elements in there that go beyond your statutory rights like an expedited process. The fact that they default it to be included having not shown it earlier is a potential problem.
Debs nor their Boohoo owners arent aimed at me so can't help with how to get in contact with them. Would have assumed you could trigger a return via their website but have never tried.
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Try using resolver - I used this for a problem with Debenhams, it worked a charm.
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Their delivery protection is very questionable, it hasn't been tested yet but I suspect if it were to become widespread the CMA will issue guidance stating it breaches the DMCC.
OP try a chargeback with your card provider, bank usually requires goods to be returned but if the retailer isn't responding bank may process regardless, speak to bank is best 😊
In the game of chess you can never let your adversary see your pieces1
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