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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:

Scalphelp · 30/12/2020 20:56

The problem with pretending it’s faulty is that they may only offer a like for like exchange (same size).

Or they may clock that it was purposely damaged and refuse the return. With a loose button, the item is usually sold with replacement buttons, so it’s debatable whether they would accept that as faulty, especially as it’s a common tactic employed by people who purposely damage items for a refund. (I used to work in retail and this is something we were briefed on)

Al1langdownthecleghole · 30/12/2020 21:31

They have the right to repair if it’s just a lose button or similar, I mean they probably wouldn’t given that they are closing down, but it’s not a great idea.

yankeedoodledandee · 30/12/2020 22:01

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.

So by that we could all just nip to the shops and swap our own things for different sizes and bypass the checkout

No, exchanges are processed for a reason.

I would argue this is theft as the store have said 'NO'

Interested in this thread?

Then you might like threads about this subject:

General shopping

OhToBeASeahorse · 30/12/2020 22:28

I'd go in and ask again and if they say no... I'd swap the coats.

Maybe not the high ground for morals but they are going into admin anyway. Refusing the swap was petty and pointless IMO

Vitaminsss · 30/12/2020 22:30

You know clothes have security tags right? How do you plan on swapping them?

OhToBeASeahorse · 30/12/2020 22:37

I bought a jacket from m and s, assistant forgot to remove the tag. Alarm went off, guard stopped me, I showed receipt, tag removed.

Vitaminsss · 30/12/2020 22:40

@OhToBeASeahorse obviously you had a valid receipt that matched the item with the security tag. Here, the swapped coat’s item number wouldn’t match the item number on the receipt. The receipt is also a week old, it wouldn’t make sense that you set the alarms on exit but not on entry. It suggests that something was stolen in store.

OhToBeASeahorse · 30/12/2020 22:44

Maybe they were lac but no one looked at the details on the receipt.

Maybe it wouldnt work - I just feel bad for OP and a bit annoyed on her behalf

yankeedoodledandee · 30/12/2020 22:50

@OhToBeASeahorse

I bought a jacket from m and s, assistant forgot to remove the tag. Alarm went off, guard stopped me, I showed receipt, tag removed.

What would OP say to the security guard? Sorry I walk really slowly and it's taken me days to get to the exit

dramallama7 · 30/12/2020 22:54

@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 was just about to suggest something like this.

Whyislifesohardsometimes · 30/12/2020 23:04

@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!

Exactly this

Mally2020 · 30/12/2020 23:28

people on here are very much wrong, until they go into administration etc, all previous policies should be upheld, contact customer service or even tweet out at them, it usually gets a companies attention and they will want to resolve efficiently...especially if there is a chance of someone buying them out.

yankeedoodledandee · 30/12/2020 23:35

people on here are very much wrong,

The irony.

until they go into administration etc, all previous policies should be upheld, contact customer service or even tweet out at them,

Debenhams has been in administration for months
Also, it is quite clear on their website that they will not accept non faulty returns in the circumstances of the OP.

RedundantNow · 31/12/2020 08:37

@Mally2020

Jesus wept, do people not read the news or have any brain power?

I work for the company so I know what I'm talking about, read my posts above...

We are in LIQUIDATION, we are closing down and selling off all stock. If the liquidators who are now in charge of the stores state we must do something then we must do it.

And as for all you dicks suggesting swapping, damaging, cheating. You do realise we're not stupid don't you? We do look at the item number on the receipt as well as the garment. I'd refuse a refund for a loose button and I'm good at reading people, if you've damaged it deliberately then I will refuse a refund.

It's no wonder the high street is in trouble if idiots treat shops like they're a charity rather than the fucking business that they are.

yankeedoodledandee · 31/12/2020 08:40

@RedundantNow

Interesting isn't it, the 'it doesn't matter to the company if I do X/YZ' attitude is still present despite this being a folding business

missrks · 31/12/2020 12:55

Just swap the coat and stop being so miserable. Ffs. It's a fucking coat!

LIZS · 31/12/2020 13:04

If you have a receipt see if you can return it by post. I notice their policy differs on the website.

yankeedoodledandee · 31/12/2020 13:46

@missrks

Just swap the coat and stop being so miserable. Ffs. It's a fucking coat!

Who exactly are you addressing here?

yankeedoodledandee · 31/12/2020 13:48

@LIZS

If you have a receipt see if you can return it by post. I notice their policy differs on the website.

I would be interested to see where you get this information from if it is against the actual updated returns policies?

ivfbeenbusy · 31/12/2020 13:51

Well Debenhams collapse was very high profile - could hardly have missed it in the news....it's well known that companies in liquidation don't give exchanges or refunds and it's generally well signposted at the tills so unfortunately you'll have to chalk this one up to experience?

LIZS · 31/12/2020 14:07

www.debenhams.com/content/latest-updates#christmas-returns

Came up when I tried to do an online purchase - then told 2 out 3 items out of stock! Although an instore purchase after 26th may not be returned instore for refund/exchange it might be worth asking customer service anyway, in the circumstances.

missrks · 31/12/2020 14:28

@yankeedoodledandee 😂 I've no idea. Shouting into the abyss

yankeedoodledandee · 31/12/2020 15:07

@LIZS

https://www.debenhams.com/content/latest-updates#christmas-returns

The item in question was purchased after the 26th.

LIZS · 31/12/2020 15:08

Realise that, but had it been bought online the 28 day policy would still apply. CS may have discretion if asked.

yankeedoodledandee · 31/12/2020 15:24

@LIZS

Realise that, but had it been bought online the 28 day policy would still apply. CS may have discretion if asked.

It wasn't bought online though. OP has already been told they won't exchange it. I don't see your point at all.

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