Debenhams Sale - Returns Policy

flea72

went to debenhams yesterday and bought lots of clothing, sometimes two of the same thing but in different sizes, so i could go home and try it for fit, etc.

however, on trying to return the items today, it seems that you cannot return anything for a refund that was 50% off, you can only exchange it for something else

the sales assistant said there are signs on the tills pointing this out, i pointed out, her till had no sign, and she just said, oh well the other ones have - so i looked around the store, and found one till that had a sign stating that anything with a 50% or more reduction could only be exchanged

so now, i am stuck with lots of stuff that i dont want, and i have 28 days to find something in store that i want to exchange it with - some items were from consessions, and these can only be exchanged within the consession, so im totally stuffed

the sales assistant was really dismissive - i think debenhams have a cheek to take your money, and then you have no way of getting it back

the back of the till receipt states - you can return any unused purchase for exchange or refund within 28 days, if you have a proof of purchase - it then states that any exceptions to this policy will be clearly signed on the department

so where do i stand - can i make them give me back my money, as the change to policy wasnt at the till i bought them at??

Bossyboots

flea72 wrote:

i think debenhams have a cheek to take your money, and then you have no way of getting it back

Surely the whole point of being a shop is for people to buy goods and keep them.

Refunds are an extra that stores offer. They do not have to do so and I suspect Debenhams are fed up with people buying things they know they won't want and bringing them back. The costs of processing marked down items strips the profit margin so it is understandable they don't want them back.

p.s. I have just spoken to a Debenhams employee and she says if you make enough fuss, they will normally credit a gift card for you.

shopbot

By law Debenhams don't have to refund your money unless the goods are faulty. As Bossyboots said they offer refunds on non faulty goods as a goodwill policy designed to improve service levels.

My advice is to go to the store and ask to speak to a member of the Debenhams store management team (not a concessions manager). Explain to them that you weren't aware of the change in refund policy due to the missing signs on the till. Explain that as a regular customer you assumed that the refund policy was the same for sale items. Point out that there was nothing printed on the receipt either to explain the change in policy. Then ask them what they can do for you.

They will probably offer an exchange at first but explain that you have looked round the store and can't find anything to exchange for. They then will probably offer you gift vouchers or a gift card as a one off. If you are really lucky you might get a refund but I would doubt it.

You will get more out of them if you are calm and reasonable (I'm sure you are!!!!) If you go in guns blazing then they will go on the defensive and stick to the company line of no refunds.

flea72

i know shops dont have to refund, but the fact they say you can take stuff away and bring it back, means they expect you to

i dont mind, them offering me a credit note, etc. - but to purposely invite you into the store (cardholders evening), close the fitting rooms so you cant try before you buy, and then say they wont take the goods back under any circumstances, is really off - if i had known this before purchasing the goods i wouldnt have bothered

i even bought more stuff today, 50% off, but the assistant again, didnt draw my attention to the fact that i cant return it, and there was no sign at the till either - so now i have even more items, i cant return - to me it seems a really underhand way to get money out of people, espec as last night you had to pay with your debenhams card. having spoken to my friends/family who also bought things last nite, none of us knew the policy had changed, and they too have stuff they need to return as it doesnt fit

i think debenhams are gonna have alot of dissatisfied customers on their hands

Paulina_Fortune

I had them try this with me the last time they had a sale. I stuck to my guns and refused to go away. I kept saying that there hadn't been I sign at the till I bought it from, and I wasn't aware they had changed their policy.

I asked that I speak to a Manager, they caved in and I got a refund.

This time I tried on the clothes and made sure I wanted it before I bought it.

Go back and have another go - you've nothing to lose.

Good luck.

withabix

This problem is EASILY resolved.

Take the stuff back, exchange for full price goods - they will issue a new receipt.

Then, take the new stuff back and get your money back.

shopbot

iainkirk wrote:

This problem is EASILY resolved.

Take the stuff back, exchange for full price goods - they will issue a new receipt.

Then, take the new stuff back and get your money back.

I don't think that this will work because.........
Most of the big stores require an original receipt for a refund - showing that you have paid for the items. An exchange receipt only shows that you have swapped one item for another. The stores are tight on this because otherwise stolen items would only need to be swapped for another item which would then generate a receipt which could then be used for a refund. That is why they won't accept exchange receipts for refunds.

mrcow

shopbot wrote:

That is why they won't accept exchange receipts for refunds.

But will they not give you a credit note (or giftcard in the case of Debenhams?)

shopbot

mrcow wrote:

But will they not give you a credit note (or giftcard in the case of Debenhams?)

The High Street retailers are really tightening up on refunds at the moment. A few years ago without a receipt or with an exchange receipt, most retailers would give you a credit note/gift vouchers/gift card. This seems to have changed in the last year where now it's exchange only without an original receipt (i.e showing payment) in a lot of stores. The music/entertainment stores seem to have taken this one step further and won't refund even with an original receipt.

Not sure what Debenhams policy is...it should be printed on the back of their receipt.

flea72

as i said, debenhams policy is, they will refund if you have a till receipt - any exceptions to this, will be clearly displayed - there were no signs at the till stating this, so to me they have not kept to their policy

whats the betting tho, when i go back today to try again, there will be signs at the till, because so many people have been caught, and then made a scene

liz_uk

iainkirk wrote:

This problem is EASILY resolved.

Take the stuff back, exchange for full price goods - they will issue a new receipt.

Then, take the new stuff back and get your money back.

I do this !! There policy has been implemented since January !!

There NEW policy now (which I just found out yesterday too) is that if you want to do an exchange without a reciept then a MANAGER has to agree to it. Bearing in mind debs in Glos is HUGE multilevels with 2 managers, you could be left waiting ages, i don`t see how this will work. I wanted a to exchange a dress and didn`t have reciept so I had to wait for 15 minutes whilst they tracked down a manager who said `yes thats fine` then walked off !!!!

Its a nationwide thing, so keep all your recipets ladies or you`ll be stumped !