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AIBU?

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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
frazzled3ds · 06/07/2017 18:34

Back pics

To be devastated my wedding dress is lost?
To be devastated my wedding dress is lost?
frieda909 · 06/07/2017 18:35

I once had a whole case of beer go missing like this. The courier told me it had been delivered to someone at number 11 on my street. Number 11 was a big Scottish tenement block of flats, mostly students in house shares. I told them that if they couldn't tell me which flat, then I wasn't going to go knocking on a bunch of random doors asking if they had my beer.

They apologised and immediately sent me another case of beer, and I'm sure someone at number 11 had a lovely party!

That's how these things are supposed to work. The retailer takes responsibility for getting your purchase to you, one way or another. And this is a wedding dress! Not just some silly box of booze.

Come on Debenhams, sort it out.

HopefulHamster · 06/07/2017 18:35

Debenhams should definitely refund you. Keep fighting this. They have to prove it reached you.

coursedarlin · 06/07/2017 18:36

Ask to see a POD as without a signature, their proof is useless. My husband used to work for UPS and if a signature wasn't logged it would be down to them personally to pay for the missing goods if it went to investigation. Lots of couriers now have to take a picture of the house they have left the goods with a neighbour etc. Good luck

PollytheDolly · 06/07/2017 18:36

Frazzle. That's gorgeous and so kind of you!

loveka · 06/07/2017 18:38

Totally rotten and I will never order anything from them ifvthis is their attitude.

I have had 2 parcels go missing left with a neighbour and both times the item was resent. If they haven't got another then they should refund you.

blue2014 · 06/07/2017 18:38

Wonderful posters offering dresses Smile

Just for reference don't assume any person they name actually took the parcel in. Amazon told my husband I'd signed for his parcel (they named me, we don't have the same surname so I've no idea how) - I hadn't as he well knew as I was in labour at the time and he was with me!

viques · 06/07/2017 18:38

Are there any other blocks in your road that have more than 12 flats? I would be going to every house/flat on the street to track down kulsima.

Original poster
BlueAndYou · 06/07/2017 18:38

Here's what I have sent their CEO 👨‍💼

Good evening Mr Bucher,

I am emailing you to formally complain and wish for a resolve fairly promptly.

I placed an order with Debenhams over 2 weeks ago for a Wedding dress. The amount for the dress was £85, and I was advised it would arrive no later than 30/06/2017.

I still have not received this dress, and after countless calls and follow ups with customer services, have been told to contact Head Office.
Head office replied today with a similar response and just don't seem to care.

Debenhams customer service told me repeatedly that they'd call up with updates within 24 hours, but they never did. It was me, the customer, who had to keep chasing.

I have now been told last minute that they have liased with the Courier and are unable (or perhaps do not wish), to help me any further due to the Courier confirming they left the parcel with a neighbour.

The neighbour in question does not posses the item, and I know them quite well so I do not believe for a second that they would have taken it.

Debenhams customer services now say they can't help me in any way.

My Wedding is on soon and I have no dress. What's more, I only bought this one 2 and a bit weeks before the Big Day because my pregnancy bump has grown too large for my other dress. This one would have been perfect.

I am absolutely astounded that Debenhams customer services have not assisted me any further and have left me in the dark.

I cannot walk down with no dress on my wedding day. I may well have to cancel last minute due to this, unless I get lucky walking around various outlets today and tomorrow.

I am more than an upset customer, I am a devastated bride to be and believe this wasn't handled appropriately, nor in a timely manner.

I really do hope you, as a company, can rectify this. I have been a loyal customer for many a year and many ladies within mine and my fiancée family hold Debenhams Cards. We really do have faith in you.

Please to advise further on this.

OP posts:
Original poster
BlueAndYou · 06/07/2017 18:39

That's beautiful frazzle Flowers

OP posts:
frazzled3ds · 06/07/2017 18:40

Blue I've emailed you :)

Dumdedumdedum · 06/07/2017 18:44

I'm sorry you're going through this, OP, and would reiterate to please try not to stress! But what lovely offers from such kind MNetters!
You definitely need to require a proof of delivery signature from the courier, but Debenhams cannot relinquish responsibility just like that, that email is shocking. I would also say shame them on Twitter: @Debenhams ‏ - but looking on there, their customer service seems appalling. Though it's still worth trying it - they have to refund you or send you another dress, surely? If the name mentioned in the email is not your neighbour, then they are talking nonsense about her having received it and this needs to be clarified with Debenhams and the courier. I'm afraid you do need to keep fighting them, they are in the wrong - and you have the massed ranks of MN behind you! I'm happy to tweet them on your behalf, as it were, might it make a difference if a number of us did this? You know: "Where's my friend's wedding dress, the courier left it with a neighbour but she hasn't got it and you have proof of delivery and are not offering replacement or refund, shame on you." Um, in 140 characters..

Haint · 06/07/2017 18:44

Who was delivering it? I only ask as I know TNT are one of the companies who've been hit with this big cyber attack that's been going on for the last few weeks. It doesn't fit with what you've been told but we've (work) had umpteen 'lost parcels' now sporadically turning up as they're having to do everything manually

chocolateworshipper · 06/07/2017 18:45

I would also phone your local Citizens Advice Bureau for advice on the law regarding the lost parcel and a refund. A courier once signed my name himself - luckily I found the parcel thrown over the fence after I phoned the courier company and they told me that I had signed for it! Assuming you are going to get the refund, could you get the next size up if it is in stock and have it altered?

I do wish you all the best of luck xx

daisychainagain · 06/07/2017 18:46

I hope this gets sorted for you blue. And frazzle you are an absolute sweetheart.

kali110 · 06/07/2017 18:46

Is it Hermes by any chance?
Id be asking to see the signature.
If they can't give you one, or it doesn't correspond with your neighbour id be raising hell.
Id put it on their facebook and twitter

blue2014 · 06/07/2017 18:46

I bloody love MN!!

Hope the dress works out Smile

kali110 · 06/07/2017 18:46

If ypu paid with a credit card or paypal you can dispute this

MakeLemonade · 06/07/2017 18:48

I would consider contacting the Head of PR too, this is a PR nightmare and they may well be quicker than the CEO. You could probably just send a link to this thread!

Director of PR
Christine Morgan
[email protected]
0203 549 6420

Hope you get it sorted.

Gazelda · 06/07/2017 18:49

I think that when they reply to you, you need to emphasise they you are out of pocket. Your email doesn't really spell that out to the CEO.
And as other posters have said, they need to explain who Kulsima is, and give you a copy of the signature.
I had a stupid dispute with John Lewis recently. Appalling customer service, but I looked on their website which detailed the escalation process for unresolved disputes. If JL weren't able to resolve the dispute wholly to my satisfaction, they gave an EU department that is responsible for retail issues. I'll dig out the contact details and you can keep it up your sleeve for if the Debenhams CEO doesn't come good with a refund or new dress, together with a suitable apology and gesture of goodwill.

Justwaitingforaline · 06/07/2017 18:49

I also have a wedding dress going spare! It's empire line so would sit well above a bump and is a size 10-12. Happy to PM photos!

mygorgeousmilo · 06/07/2017 18:50

frazzle I salute you! Such a very kind offer. If I actually had a wedding dress, you'd be welcome to it OP, but as it happened - we nipped into the registry office in H&M Smile I remember my friend years ago got a beautiful long white dress in monsoon sale. There's hope Flowers

mygorgeousmilo · 06/07/2017 18:51

Sorry I meant, my friend got a white dress in Monsoon sale - and wore it for her wedding dress. It was gorgeous

Gazelda · 06/07/2017 18:52

This is the suggested EU Consumer Complaint Department. I'm not for one minute suggesting you use it, but it can be your trump card if they can't resolve this for,you.

To be devastated my wedding dress is lost?
allegretto · 06/07/2017 18:52

I dont see how they can say "we delivered it to someone else ". Did you agree before? If not, it is still their problem.