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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

To be devastated my wedding dress is lost?

461 replies

BlueAndYou · 06/07/2017 18:10

I ordered it from Debenhams in the sale, perfect size etc. I tried the same thing on in the shop and needed just that one smaller size, they had it online, last size left.

I received an email saying my parcel had been delivered to a neighbour.

She doesn't have it.

This was over two weeks ago. It was suppose to have arrived by 30/06/2017 the latest. After that date, I kept ringing for updates and they said they'd call me back etc etc (they never did), and then they said they were getting the courier to find out where it is. Courier confirmed they left it with neighbour.

So, customer services told me today that it's out of their hands. That is that. I pleaded and after a lot of pleading, they gave me Head Office email.

I emailed Head Office who sent this back to me, I have attached a picture.

AIBU to say this is really bad customer service? They don't seem to care at all.

I have gone as high as it seems I can go.

My wedding is the first Saturday of August. I have a big baby bump that looked incredibly flattering in this dress but now I have to get something else entirely last minute.

I felt beautiful in that dress Sad

To be devastated my wedding dress is lost?
OP posts:
Thread gallery
14
Dowser · 07/07/2017 14:35

Glad it's almost sorted and how lovely for mnetters to offer their dresses free of charge.
Another mn at its best.

Dowser · 07/07/2017 14:49

Lovely update.
Bows to the power of the internet
It's been a game changer hasn't it?

lunaysol3828 · 07/07/2017 15:35

Hey OP, so glad this got sorted! Did you find the exact same dress on DP? I'd be happy if you did. All well when it ends well Cake So happy for you! Flowers

SpiritedLondon · 07/07/2017 15:51

We often get items mis delivered to our address...there are some flats further along with a similar name. Have you checked that they have the correct address and postcode. ? I would also ask to see a copy of the signature. I would go back to customer services and kick off a bit and then I would go to their twitter account or FB page and start posting how terrible their service has been.... it was the only way I got a crappy holiday company to deal with me. Then, post in AIBU specifically for a wedding dress just in case someone can help you out (I know you've already had an offer already). Mumsnetters are great..... remember when 2 turned up to be witnesses to a strangers wedding?

SpiritedLondon · 07/07/2017 15:52

Oh! Massive cross post! 😀

Original poster
BlueAndYou · 07/07/2017 16:35

Did you find the exact same dress on DP?

Oh my goodness, wet myself laughing at this one Blush I read this as did I find the dress on DP (dearest partner), of whom had an underlying wish and jealousy to wear it for the Big Day Grin He certainly doesn't have it!

PP did of course mean Dorothy Perkins

OP posts:
kali110 · 07/07/2017 16:56

Id check your local selling sites on facebook op, just incase the neighbour did have it.
Then im sure debenams or the police maybe interested....

EyeHalveASpellingChequer · 07/07/2017 17:47

but as a gesture of good will

They're trying to minimise their responsibility. When you order something, the retailer is responsible for the item until it physically gets to your address.

pigyoinkoinks · 07/07/2017 18:08

I work for Debenhams, in management... worst company ever and I'm dreading going back to work next week after mat leave.

If you go into store more often than not a manager will just refund you because it's the easiest thing to do and it avoids any hassle...
The store manager has told me numerous times just to refund and smile. Numerous times I've given vouchers of 'goodwill' on top of refunds to... it's even in Debenhams training!

So sorry this has happened to you! Glad you got your money back and a bit extra! Im surprised they didn't give you free lunch in their restaurant too! That's a common one!

Have a lovely wedding day OPFlowers

Dumdedumdedum · 07/07/2017 18:12

Wondering if my tweet suggesting Debenhams might want to refund you and send you a new dress free might have had anything to do with this latest news, OP? Grin

Mrsdraper1 · 07/07/2017 18:14

Hmm maybe DP took the parcel and thought he'd try it on lol! Not sure why he signed Kulsima!!!

pigyoinkoinks · 07/07/2017 18:15

@Dumdedumdedum I've seen this happen too! Except it was for 4 bridesmaid dresses!

Auspiciouspanda · 07/07/2017 18:16

I'm glad you got this sorted 😊

Not really relevant to the thread but the general customer service for Debenhams is run by capita which explains why the responses are so shit 😑

SpicyBeanzy · 07/07/2017 18:21

I'm sure you've thought of this, but any chance they left it with a different neighbour? Could you call into them all and ask just in case?

Turquoise123 · 07/07/2017 18:24

I think you may well find the shop is more helpful now you are on Mumsnet... I won't be using them to deliver if this is the standard of their service

happygardening · 07/07/2017 18:24

A few years ago I absent mindedly sign for a parcel, when I looked at it it wasn't my name or address so I opened it and it was a rather expensive jumper from Debenhams. I immediately rang them to say what had happened and that I was planning to take it to the post office to return it. Instead they asked me if I could actually return it to my nearest Debenhams. I don't shop there and the nearest one was 25 miles away so I refused, the women was then quite annoyed and then said if I didn't wasn't to helpI I could either keep the jumper (it was miles to big and not my style) or just throw the jumper in the bin.
Bizarre I thought. Rather put me off them TBH.

gemma19846 · 07/07/2017 18:25

So many couriers do this and shouldnt. Royal Mail always take them back to the depo unless theyve had permission to leave with a neighbour. Couriers such as yodel, hermes etc seem to just leave them anywhere and hope for the best

Carriecakes80 · 07/07/2017 18:26

Frazzle, you're so kind!!! xxx

OP I so hope you get this sorted. Not the same, but had my girls bridesmaids dresses go missing the day before we picked them up. The shop had kept hold of them, and they thought they had re-sold them, but was also 'Out of their hands'...so much stress trying to find seven bridesmaids dresses that fit in a day!

samidolls · 07/07/2017 18:26

I've had to deal with Debenhams customer service before. I got nowhere until I named and shamed publicly on Facebook/twitter etc. Perhaps try those? And also ask for the signed POD if a parcel is left with somebody else it should be signed for.

Did you give an option of leaving with a neighbour? If not I would suggest it's a breach of contract and you should have been left a "sorry we missed you" card to organise collection. In these situations the courier has insurance and you should pursue a claim to at least get back the costs!

Hope everything works out in the end.

LalalalaaaCantHearYou · 07/07/2017 18:30

What size were you after?

Nemesia · 07/07/2017 18:39

Long shot but you didn't get it sent to your new address did you?

Catzpyjamas · 07/07/2017 18:51

Excellent result Grin Emailing the CEO can be helpful once you have exhausted every other avenue.
Hope everything goes well for your wedding now, BlueAndYou. Flowers

Wizzywoodoodah · 07/07/2017 19:07

I have been an exam marker for a written gcse coursework- I received a message from the exam board that the scripts had been delivered to my house. They had not. After 2 weeks of calling around it transpired that the driver did not think that exam papers should be delivered to a home address and instead delivered them to a random educational company office on a nearby industrial estate. The delivery company of course denied all knowledge, but allowed me to track the parcels, I could the see the signature and the address of the person who took delivery and they were not the name of a neighbour or anything like a neighbouring address.
I repeatedly called the delivery company and asked them to confirm the address as mine, they couldn't but insisted that the driver had not made a mistake. The mind boggles. The parcels weren't delivered to the address they had printed on them, but it wasn't his fault.
Feeling sorry for the poor kids who had spent hours on coursework only to be lost by a numpty who had tried to finish his round quickly, I knocked doors on all of the companies on the industrial estate to try to find them. No-one had them. I had to leave messages for them to call me if they did. Eventually, one of the receptionists opened the parcels and realised they didn't belong to them and returned them to the exam board at the other end of the country. With one day to go I got the bundle of scripts. The delivery company are not being used again.
I was appalled by how readily they lied.

caringcarer · 07/07/2017 19:10

Was it signed for if so tell shop it should have ben.

tinkerx5 · 07/07/2017 19:11

Ah Debenhams...OP I'm glad they sorted the refund for you eventually, and hope you will shine on your big day. My husband ordered some lingerie for me from Debenhams for Valentines day once. They got the order completely wrong and sent out a screwdriver set insteadConfused