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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
purpleshortcake · 06/07/2017 19:29

Def a Daily Fail headline in the making ..

PREGNANT BRIDE LEFT NAKED AT THE ALTAR!! Grin

angelnix · 06/07/2017 19:29

Oh no, I've had terrible customer service from Debenhams when I ordered items for our wedding. Went to collect two days beforehand and they still weren't in store and they just didn't care. I took it to Twitter and thankfully someone in the Oxford store was able to track the most important item down and get it next day. Highly recommended you go public on their social media (and then put the link on here!)

If it's available in the Oxford or Milton Keynes store, I'm happy to go and collect and post on to you.

And Debenhams are wrong, it is their responsibility. Your contract is with them for the purchase of the dress. They decided to engage a third party (crap) courier firm so their contract is with them. Saying that, if you know who the courier company is, it's worth posting on local Facebook groups to see if anyone knows who the driver is and try to talk direct with them. I had to do that when a £100 Lego set was delivered incorrectly!

Writerwannabe83 · 06/07/2017 19:30

I'm honestly disgusted that such a well known store as Debenhams would behave like this!!

They've obviously delivered it to the wrong place and now just want to wash their hands of you.

They should be apologising and replacing your dress.

I'm genuinely shocked. You'd think with the store supposedly having a good reputation and being a household they would want to do everything they could to help you.

pudding24 · 06/07/2017 19:30

There's no chance they could have delivered to a completely different flat 10 is there? Are there multiple buildings?

I knew of an instance once where a laptop had gone missing just like this. They had delivered it to the right number house, but at Blah Road rather than Blah Street, or something like that.

You could maybe try a public Facebook post too - on your wall or in some local groups?

Original poster
BlueAndYou · 06/07/2017 19:30

I have tweeted Debenhams Star

OP posts:
MagicMoneyTree · 06/07/2017 19:32

I have boycotted Debenhams for years now thanks to a shockingly awful customer service experience that ended with me leaving their store in tears. And I'm not normally a cryer. They are shit in my experience and you can get most of the stuff they sell elsewhere. I certainly don't miss them anyway.

Brandnewstart · 06/07/2017 19:32

I've had awful customer service from them too - they actually sold me a pair of sandals that were different sizes and made it a nightmare to return them. Like you say, they couldn't have cared less!
Hope you get a lovely dress for your big day and a refund too x

shinynewusername · 06/07/2017 19:32

This is the Debenhams complaint centre email - [email protected]

I got a much better response from this than their inaccurately-named 'helpline'

Xeneth88 · 06/07/2017 19:33

Blue, i know you've had some lovely offers and its so amazing to see. If you did, however find they arent suitable/fall through, my best friend and ex boss own a wedding dress shop and would be more than happy to help you out. Free of charge of course. Please dm me if you need anything.

memyselfandisolodjsjajaj · 06/07/2017 19:33

OP, someone on here had a brilliant idea: go to the nearby buildings, flat 10 and ask!!!!!

HelenaJustina · 06/07/2017 19:33

I have a feeling that this is going to end happily, one way or another, and I've had a crappy week and could do with a lift! so here is my shameless place mark

ThisIsReallyFunny · 06/07/2017 19:36

Post a message on their Facebook page too. Sorry op hope you get your dress 🌺

Original poster
BlueAndYou · 06/07/2017 19:36

Omg, just been to a number 10 across the street and asked had anyone delivered a number 12 parcel for my address to theirs.

"What's it to ya" was the response Shock

Then she laughed and said no, sorry lovely. And ranted with me on how awful they're being with the let down and not refunding etc.

Maybe try another number 10 elsewhere but local?

OP posts:
Thewinedidit · 06/07/2017 19:36

This is awful.

I've had something similar happen with a next delivery. The courier said delivered to neighbour, neighbours said they had received nothing. One phone call to next and a replacement package was immediately sent.

No way should you be out of pocket. Debenhams and royal mail have the obligation to ensure the package gets to you.

Original poster
BlueAndYou · 06/07/2017 19:36

Ahh, 3 likes and a response on twitter from my Debenhams @

I'm guessing you're all on here? Grin

OP posts:
Original poster
BlueAndYou · 06/07/2017 19:38

John Lewis have been rubbish in the past too, sending me out incorrect sizes in the same packet etc etc.

Best customer service I have ever received would probably be Next but not to do with a parcel going walk abouts

OP posts:
stella23 · 06/07/2017 19:40

Op please request to see the signature, I had a parcel go missing. The company were adamant that I had signed for it, I really hadn't.

Anyway I asked to see the signature time and again, realised I wasn't in the house at the time they said I'd signed for it. They told me they would neon the courier to my house to prove I'd signed for it. In the end I realised where I had been they were able to cctv of me at the check out at the time I was meant to have signed for the package.

I I was never shown the signature, don give up, request the signature, I bet it doesn't exist. They want you to stop and go away.

gingerbreadmam · 06/07/2017 19:43

wow this thread is amazing. well done all you lovely mn'er. blue you will go to the ball yourwedding

Fluffypinkpyjamas · 06/07/2017 19:46

Don't let it go OP. When I lived in the UK Next delivered some parcels over two days, I got emails saying they had been delivered and were in the front porch which we didn't have so we checked everywhere they could have been left and they hadn't been.

Turns out they were indeed delivered...to a house three roads away and of a totally different number BUT with a tiny similarity in road name. Luckily the family were honest. That name Kulsuma is who would have signed for the item.

PetitErmitage · 06/07/2017 19:47

Your contract is with Debenhams and you have no contractactual relationship with, or control over, their chosen courier - they have outsourced their delivery service and chosen their delivery provider. Therefore Debenhams owes you a refund as they have not fulfilled their obligations to you.

neveradullmoment99 · 06/07/2017 19:48

Have you tried your local sorting office? Havent read the thread so my apologies if that has been already done. Sometimes they keep a hold of it or write a note to say a neighbour has it and it is lying at the sorting office.

neveradullmoment99 · 06/07/2017 19:50

Oh just realised it was a courier and not royal mail. How shit for you.

ihavetoWORK · 06/07/2017 19:51

@BlueAndYou when i've had to track down customer's parcels with mysterious signatures before I have had luck searching the name given (and sometimes variations) in my local area using BT directory enquiries.

www.thephonebook.bt.com/publisha.content/en/search/residential/search.publisha

I would also suggest trying your local sorting office which you can find here incase wires have been crossed.

Or you can also request redelivery here (again on the off chance wires have been crossed - hey it's worth a go right!) You don't need the red card number (don't put in the tracking number) just put in your address and name and any parcels they have at the sorting office will come to you.
www.royalmail.com/personal/receiving-mail/redelivery

Good luck

teabagsmummy · 06/07/2017 19:52

my friend orderd my bridesmade dress from debenhams she found it in her shed it was soaking and ruined,there had been no card put through her door to say it was there,she got a replacement eventually,Shocking service.
I hope you get it all sorted very soon twitter is the way to go

ISpeakJive · 06/07/2017 19:53

OP, I haven't read the full thread and I apologise if I'm repeating this but can you contact Royal Mail to find out who had delivered that day? Then they can ask him/her direct where he delivered the parcel.