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Original poster

Debenhams refusing to exchange

106 replies

Lamplue · 30/12/2020 16:35

Is there anything I can do about this?

DM was gifted a beautiful coat for her birthday that she loves but is far too small. I got the receipt and went to the store to swap it for a larger size but was told by the store assistant that they were no longer doing refunds or exchanges on any items.

She loves the coat and it’s too expensive to buy another. We’re in tier 4 from tomorrow so nothing much I can do now.

I had similar from House of Fraser too when trying to return a pair of gloves. They said anything that can be tried on at home can’t be refunded, they can only give credit notes.

What’s going on?

OP posts:
SillyMoomin · 30/12/2020 16:37

Well as they’re closing down OP, I guess that’s why.....

JorisBonson · 30/12/2020 16:37

What’s going on?

A global pandemic maybe? 🤷🏻‍♀️

missrks · 30/12/2020 16:42

@JorisBonson

What’s going on?

A global pandemic maybe? 🤷🏻‍♀️

Does that mean you can swap over a jacket? Numpty.

That's a pile of shite OP!

Interested in this thread?

Then you might like threads about this subject:

General shopping
LIZS · 30/12/2020 16:44

A returns policy is discretionary except if faulty, damaged etc. Given they are closing down refunds or returns are not likely to be honoured. Did they have the other size in store?

ruddynorah · 30/12/2020 16:46

Youve no right to a refund unless its faulty. Plus they're closing so will be wanting rid of stock not processing refunds and exchanges.

yankeedoodledandee · 30/12/2020 16:46

What’s going on?

They are closing down. They don't have to offer exchanges. They have decided not to.

AlwaysCheddar · 30/12/2020 16:50

Try another assistant!!

TheSilentStars · 30/12/2020 16:51

It's always been discretionary and now they are in receivership it's stopped altogether.
You could try tweeting their HQ. (That worked with me and an airline refund)

lunalucie · 30/12/2020 16:54

Does seem a bit harsh that they won't swap it for another size. I remember reading somewhere once the administrators come in they take control and won't issue refunds but it's a swap so you think they'd allow it but obviously not.

Lurkingforawhile · 30/12/2020 16:56

Your only hope is if bought online as there are different rights about returns

Sittinginmyoodie · 30/12/2020 16:57

They're in administration. Do you not watch the news?

Most shops will not offer refunds or returns once they are in administration. They essentially need to sell off all assets, stock etc

KatherineJaneway · 30/12/2020 16:58

They're in administration, they cannot offer the usual services / refunds.

Seafog · 30/12/2020 17:01

No refunds once they go bankrupt

Original poster
Lamplue · 30/12/2020 17:01

Yes they had the right size in store.

No refunds makes sense but I didn’t realise the rules would change on swapping items because they’re closing.

OP posts:
missrks · 30/12/2020 17:03

@Lamplue

Yes they had the right size in store.

No refunds makes sense but I didn’t realise the rules would change on swapping items because they’re closing.

Yeah you think the sales assistant would have just done it for you. So mean!
IamMariahScarey · 30/12/2020 17:04

@JorisBonson

What’s going on?

A global pandemic maybe? 🤷🏻‍♀️

WTF has that got to do with swapping a jacket?? Smarty pants
WhyDoesItAlways · 30/12/2020 17:05

I was in a Debenhams the other day that is closing down shortly and there were signs saying no refunds or exchanges at that store but you could at another Debenhams which isn't yet closing down.

Might not be much use if there are no others in your local area.

I know it's a PITA but as a last resort could you sell it online to recoup some of the money and then rebuy another coat.

Vitaminsss · 30/12/2020 17:07

Legally retailers do not have to offer refunds for items purchased in store where a customer has changed their mind. You are only entitled to a refund if an item is faulty (or purchased online.)

Any refunds offered above and beyond that is in addition to your statutory rights, and given at the retailer’s goodwill. Debenhams used to allow store refunds/exchanges for change of mind returns, but are within their rights to use their discretion to cease this.

As the company has gone into administration, it’s no surprise. They have also probably stopped accepting gift cards too.

Vitaminsss · 30/12/2020 17:15

@IamMariahScarey perhaps the pandemic caused the retailer to go into administration? Loss of revenue etc

LIZS · 30/12/2020 17:17

[quote Vitaminsss]@IamMariahScarey perhaps the pandemic caused the retailer to go into administration? Loss of revenue etc[/quote]
No it was already in trouble. Clinging on by its fingernails and knowing they could not meet rent payments in non profitable locations.

Beccasb · 30/12/2020 17:18

I’d be very tempted to swap it myself you can still show your receipt on the way out. I know you shouldn’t!

Beautiful3 · 30/12/2020 17:19

I would rip a little hole in one of the pockets and say its faulty. They will give you a refund or exchange.

AliceMcK · 30/12/2020 17:19

@Lamplue

Yes they had the right size in store.

No refunds makes sense but I didn’t realise the rules would change on swapping items because they’re closing.

I was told last week they would happily take returns and exchange things after I bought some bits. Maybe try another assistant, but I think you will struggle now with tier 4. Maybe she was just being a bitch because she’s out of a job.
DianaT1969 · 30/12/2020 17:20

Whoever bought this gift for her was being rather stupid. The stores are closing, the company is in administration, which means all income is being channelled towards paying debts - not investing in consumer or brand loyalty. I would give the gift back to the giver and say it's too small, can't be exchanged and let them regift it or put it in a charity shop. What a waste.

FedUpAtHomeTroels · 30/12/2020 17:22

Our debenhams was still giving gift reciepts when I did last minute Christmas shopping. It's closed for lockdown now, luckily it all fitted.
Go back and use a different till. Get the coat you want to swap for and take both to the till.