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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:
cptartapp · 31/12/2020 15:32

The no returns / refund policy was made quite clear to me at the till when I bought an item this week after the 26th. It also stated it on the receipt.
Did they not make you aware when you bought it?

yankeedoodledandee · 31/12/2020 15:35

@cptartapp

The no returns / refund policy was made quite clear to me at the till when I bought an item this week after the 26th. It also stated it on the receipt. Did they not make you aware when you bought it?

OP didn't buy it.

LIZS · 31/12/2020 15:39

I'm guessing op was not the original purchaser, in which case her consumer rights are weaker anyway and probably was not aware of the policy unless it was printed on the receipt, My point was just that as most stores are not open due to covid she may be able to appeal for a refund using the online policy and out of their goodwill - they can only say no!

Interested in this thread?

Then you might like threads about this subject:

General shopping
ElfIsAnAss · 31/12/2020 15:45

@LIZS

I'm guessing op was not the original purchaser, in which case her consumer rights are weaker anyway and probably was not aware of the policy unless it was printed on the receipt, My point was just that as most stores are not open due to covid she may be able to appeal for a refund using the online policy and out of their goodwill - they can only say no!
The online policy is for purchases made online. You can't buy something from a store then return it online.
BringPizza · 31/12/2020 15:55

Could you buy the coat in the correct size and fleabay the gifted one to get some cash towards the second one?

I also received some utter shit gifts from Debenhams that I can do nothing with. I expect the charity shops will be rammed with it when they reopen.

Plussizejumpsuit · 31/12/2020 15:56

@JorisBonson

What’s going on?

A global pandemic maybe? 🤷🏻‍♀️

Interesting because since this pandemic started I've exchanged and refunded loads of clothes via delivery and in store. Especially as you can no longer try things on in shops. So maybe not the pandemic?
Vitaminsss · 31/12/2020 16:42

Distance selling regulations are the reason returns are accepted for online purchases only - you don’t have the opportunity to assess the item in person prior to purchase, so have additional rights.

yankeedoodledandee · 31/12/2020 16:42

she may be able to appeal for a refund using the online policy and out of their goodwill - they can only say no!

The online policy is for online purchases. They have already said no. There is no goodwill involved, Debenhams are in liquidation and the business is winding up.

LIZS · 31/12/2020 16:49

It was just a suggestion ... instore staff said no, yet you can return online purchases via stores.

yankeedoodledandee · 31/12/2020 16:55

@LIZS

It was just a suggestion ... instore staff said no, yet you can return online purchases via stores.

Right, but they have already said no and it is not an online purchase Confused

Anotherlovelybitofsquirrel · 31/12/2020 17:17

This is why they are closing. Shit service was commonplace even before COVID-19. She should have just given you the right size.

Torvean32 · 31/12/2020 18:11

There's no such thing as a straight swap now. All items returned from home have a " quarantine" period.
Theyre closing down. They cant accept returns now.

StanfordPines · 31/12/2020 18:29

@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 remember years ago I worked in a little independent interiors store. The policy was refunds only if faulty or exchanges. A woman came in with a Christmas decoration and demanded a refund as she didn’t like it once she had got it home. We told her only exchanges or a refund if it was faulty. She went outside the door, jumped up and down on the decoration and then came back in announcing it was faulty. Funnily enough we didn’t believe her.
Al1langdownthecleghole · 31/12/2020 19:10

So distance selling regulations apply to products bought online because you don't have the opportunity to examine them.

Consumers dont have the same rights to return goods purchased in a store because the customer can look at them.

Consumer rights apply if the product is faulty. Customers changing their mind is a courtesy retailers extend for customers benefit. Until they are in administration.

Billingsbe · 02/01/2021 00:46

@RedundantNow perhaps the shops should have kept up with very good online returns policies then. If I buy from ASOS they just refund it or exchange it none of the faffing about OP has had with Debenhams. Makes no difference to their business if she exchanges it for exactly the same item just slightly larger, they are just being a pain for the sake of it and it puts people off shopping there.

umpteennamechanges · 02/01/2021 01:14

[quote Billingsbe]@RedundantNow perhaps the shops should have kept up with very good online returns policies then. If I buy from ASOS they just refund it or exchange it none of the faffing about OP has had with Debenhams. Makes no difference to their business if she exchanges it for exactly the same item just slightly larger, they are just being a pain for the sake of it and it puts people off shopping there.[/quote]

ASOS aren't in liquidation though are they?!

They (the liquidators) don't care about people continuing to shop there. They're just there to flog off the remaining stock, find buyers if possible for any part of the business and wind the rest up.

vanillandhoney · 02/01/2021 05:03

[quote Billingsbe]@RedundantNow perhaps the shops should have kept up with very good online returns policies then. If I buy from ASOS they just refund it or exchange it none of the faffing about OP has had with Debenhams. Makes no difference to their business if she exchanges it for exactly the same item just slightly larger, they are just being a pain for the sake of it and it puts people off shopping there.[/quote]
Totally missing the point here Grin

ASOS are an online retailer so have different regulations to a bricks and mortar store.

Once a company is in liquidation - they are entitled to refuse returns and exchanges. Debenhams are closing so whether this would stop you shopping there again is pretty irrelevant tbh!

yankeedoodledandee · 02/01/2021 11:29

perhaps the shops should have kept up with very good online returns policies then. If I buy from ASOS they just refund it or exchange it none of the faffing about OP has had with Debenhams

Eh?

Debenhams is being wound down, it's in liquidation.

ASOS is literally a thriving online store.

How can you consider such a comparison even remotely relevant ConfusedConfused

yankeedoodledandee · 02/01/2021 11:31

they are just being a pain for the sake of it and it puts people off shopping there.

Yeah, that and the big CLOSED signs they are getting ready to put up Hmm

Billingsbe · 02/01/2021 12:20

My point is that perhaps if Debenhams has kept up with new online stores before liquidation they wouldn’t be closing. People expect a decent website and fair returns policy, particularly when you can’t try anything on at that moment. Loads of people have read and commented on this post, I don’t know how anyone else feels but it’s put me off buying from there no matter how much of a bargain it is so that’s why it would be in their interest to exchange the coat. I don’t know why people stick up for shops like this as though it’s a lovely locally owned business and the poor owners are trying to make ends meet. It’s asset strippers taking every penny they can, my sympathy is for the staff and customers.

yankeedoodledandee · 02/01/2021 12:36

Debenhams DID do that.

They are not closing because they stopped in store returns last week.

vanillandhoney · 02/01/2021 14:39

@Billingsbe

My point is that perhaps if Debenhams has kept up with new online stores before liquidation they wouldn’t be closing. People expect a decent website and fair returns policy, particularly when you can’t try anything on at that moment. Loads of people have read and commented on this post, I don’t know how anyone else feels but it’s put me off buying from there no matter how much of a bargain it is so that’s why it would be in their interest to exchange the coat. I don’t know why people stick up for shops like this as though it’s a lovely locally owned business and the poor owners are trying to make ends meet. It’s asset strippers taking every penny they can, my sympathy is for the staff and customers.
But they DID to all of those things up until last week.

The new policy of refusing refunds and exchanges is because they're going into liquidation and are no longer allowed to do so. Liquidators don't give one fuck about customer loyalty or enticing new customers in store - they just want rid of everything ASAP.

Vitaminsss · 02/01/2021 14:50

@Billingsbe um, by law retailers have to offer a “fair returns policy”. That’s not them doing it out of the kindness of their own heart, it’s a legal requirement due to distance selling regulations. It’s why return polices in store differ.

Vitaminsss · 02/01/2021 14:54

Online retailers that is

MummytoCSJH · 02/01/2021 15:02

I haven't read the full thread but I've been into Debenhams twice since the closure was announced and both times was told very clearly no refunds/exchanges for any items unless faulty.