Debenhams - named customer service

LearntMyLesson

Please help me find a named customer service manager for debenhams or their direct dial as I've been fobbed off three times by the general complaints dept.

I want justice!

chocolatechipcookies

LearntMyLesson wrote: »

Please help me find a named customer service manager for debenhams or their direct dial as I've been fobbed off three times by the general complaints dept.

I want justice!

Why do you want justice

LearntMyLesson

I should like some justice because they sold a faulty handbag and then tried to charge me for finding a replacement. It was a birthday gift from my boyfriend who I think will never buy me a handbag again.

Three letters in to the customer service department they still refuse to provide a satisfactory response to any of my questions - including an explanation or apology for a sales assistant who insisted I had to refund the bag onto a gift card (when it was faulty!).

I'm furious they insist in continuing stock letters instead of addressing my concerns and questions. I feel it is now a point of honour to have an apology as I doubt I will ever see a replacement and would like to refer it high.

Can anyone help? Where else can I go?

uktim29

I take it you must have paid with a gift card, so what is wrong with it being refunded back to a gift card?

LearntMyLesson

Nope, was a cash purchase. If an item is faulty - you do not have accept a gift card.

I really do not think it is beyond Debenhams to locate a replacement bag or if there are no others to pay for a repair. I could understand their apathy if I'd just changed my mind about a perfectly good bag but they sold a faulty item not fit for purpose!

Do you think it is acceptable for a store to refuse to search for a replacement article when goods are faulty or to have sales assistents who are not aware of consumer law? This is a national department store!

dmg24

Did you have proof of purchase? How long after purchase was the bag returned?

LearntMyLesson

Yep, receipt, carrier, dustbag everything. Took the bag back after two weeks (one week kept at home unused as it was a present). Used the bag three times (approx 3 hours each time), whole lining disintergrated due to the lining stitch being too close to edge of fabric. The bag cost £65.