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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:

Viviennemary · 30/12/2020 17:24

It was very mean of them not to allow an exchange when they had the size in stock. And a bit short sighted. Who is going to buy from them if this is their policy. Even if they are within their rights.

Vitaminsss · 30/12/2020 17:26

It’s worth going back and speaking to someone else today.

I would if I could. I’m in a similar situation with impending tier 4, but can’t return the item to the store today as I’m at work.

RedundantNow · 30/12/2020 17:29

We're in liquidation now rather than administration.

The sales colleague should have exchanged your item if you had the receipt and it was purchased before 26/12.

Which store was it?

Interested in this thread?

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General shopping

SunshineCake · 30/12/2020 17:35

When ToysRUs were closing down they also wouldn't give refunds or exchanges. I can understand the no refunds but not why I couldn't swap the item for something else and play another few pounds. No pandemic then.

SunshineCake · 30/12/2020 17:36

@Beautiful3

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

Don't do that. They might not believe you and then you'll be stuck with a non perfect coat you can't sell on

Original poster

Lamplue · 30/12/2020 17:41

@RedundantNow it was purchased after the 26th according to the receipt and it was the Lincoln store.

Unfortunately I wouldn’t be able to make it back before closing to try another assistant as the closest store is so far away.

Such a shame and a waste. Just wanted to make DM happy.

At least I and others know now so can be careful to try things before buying from there where possible.

OP posts:

MarkRuffaloCrumble · 30/12/2020 17:45

Can you order it online then send back the other one and tell them they sent you the wrong size?! Makes no difference to them any more, sadly, whether they’re stuck with a size 6-7 coat or an 8-9!

Vitaminsss · 30/12/2020 17:45

I would email their customer services a really polite message and see if they’ll let you swap it as a goodwill gesture

RedundantNow · 30/12/2020 17:46

[quote Lamplue]@RedundantNow it was purchased after the 26th according to the receipt and it was the Lincoln store.

Unfortunately I wouldn’t be able to make it back before closing to try another assistant as the closest store is so far away.

Such a shame and a waste. Just wanted to make DM happy.

At least I and others know now so can be careful to try things before buying from there where possible.[/quote]
Sorry to hear that but you really can't exchange then.

We have been told that anything purchased from the 26th onwards has a no refund or exchange policy.

It's the liquidators that are in charge of decisions like this sadly, not us.

ElfIsAnAss · 30/12/2020 17:50

@Beautiful3

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

I worked for Debenhams for years. Learnt very quickly to tell the difference between a fault and deliberate damage. Wouldn't even bother trying this.

RandomUsernameHere · 30/12/2020 17:57

You could try selling it on Facebook or EBay, as it's brand new and current stock you might get a good price for it. Then you could get your DM another one.

yankeedoodledandee · 30/12/2020 18:04

@Beautiful3

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

Are people really this stupid?

OP please, don't do this

Original poster

Lamplue · 30/12/2020 18:04

Thank you all. I’ll try the selling it on route and if it sells for enough will use it to purchase her another.

OP posts:

Soutiner · 30/12/2020 18:06

Can she realistically shift some timber in order to be able to wear it?

The coat could be her motivational objective.

TitsInAbsentia · 30/12/2020 18:07

@MarkRuffaloCrumble

Can you order it online then send back the other one and tell them they sent you the wrong size?! Makes no difference to them any more, sadly, whether they’re stuck with a size 6-7 coat or an 8-9!

I was going to go with this idea too, website says they are still accepting returns/refunds, return is free using the hermes label.

yankeedoodledandee · 30/12/2020 18:08

@Soutiner

Can she realistically shift some timber in order to be able to wear it?

The coat could be her motivational objective.

Fucking hell

IamMariahScarey · 30/12/2020 18:09

@Soutiner

Can she realistically shift some timber in order to be able to wear it?

The coat could be her motivational objective.

Omg. What a god awful thing to say!!!

JayAlfredPrufrock · 30/12/2020 18:14

My dd works in Debenhams and would have done the exchange for her.

Original poster

Lamplue · 30/12/2020 18:17

@Soutiner

Can she realistically shift some timber in order to be able to wear it?

The coat could be her motivational objective.

Wow

unfortunately she is terminally ill so weight loss isn’t top of her list of priorities. Besides, it was not only the wrong size but also a petite so it doesn’t fit her arms.

Thank you for the online tip, I just checked and they’re sold out in every size sadly.

OP posts:

emilyfrost · 30/12/2020 18:58

You don’t have a right to a refund or an exchange for any item from any shop if the item isn’t faulty. It’s not their fault the size isn’t right.

Not only that, but you say you’ll remember so as not to shop with them anymore, but you know they’re closing down, right?

Original poster

Lamplue · 30/12/2020 19:52

I said I’d try things before buying, not that I wouldn’t shop there but yes, I do know they’re closing. Thank you @emilyfrost

OP posts:

nothingcanhurtmewithmyeyesshut · 30/12/2020 20:46

I agree with the other poster, I'd just quietly switch the sizes myself.

Vitaminsss · 30/12/2020 20:48

@nothingcanhurtmewithmyeyesshut

I agree with the other poster, I'd just quietly switch the sizes myself.

I swear this doesn’t just fall under theft, but fraud by false representation.

QueenOfPain · 30/12/2020 20:50

Perhaps one of the buttons is stitched so loosely that it might fall off next time she wears it and thus require exchanging?

nothingcanhurtmewithmyeyesshut · 30/12/2020 20:55

Technically its not theft. You paid for 1 coat. You are in possession of 1 coat. Both coats are unworn and current stock. The store has x coats on its inventory and x coats on the rail. If the bigger sizes were more expensive then it would be theft but they aren't. It matters not a jot which sizes are left on the rack. No one loses anything here.

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