How to get a refund.....

[Ironmanrocks]

Ages ago I bought 4 dresses from Debenhams in order to see which fitted best. I sent 3 back - they came in 2 different parcels so I sent them back that way. I received a refund for one parcel but not the other. I contacted them, but this all happened as lockdown occurred. I got a message saying please don't contact us as we have a limited staff on due to coronavirus. Fine. I emailed again probably in June or July and got the same message. This is a bit rude right? They owe me over £50 and are just writing me off because the staff can't answer the emails. I am damn sure they will have got to my first email by now which was sent in March. I know I am not unreasonable to expect my money back but I am getting frustrated with waiting for so long for them even to acknowledge me/the problem. I won't shop there now ever and I used to get lots of stuff from them. Grrrrr..... What can I do? Any suggestions? Thank you...

Have you tried phoning them or contacting them on social media?

Write a hard copy letter, enclosing all details as matter of fact as possible (date you purchased, date you returned, include copy of receipt, dates and times you called/emailed) and say if you don't receive a refund within 7 days you'll file a small claims.

Send via PDF attached to email and post to head office.

Small claims court for £50 is the fee not almost that to file?

I find Twitter very useful for these situations

Twitter or a chargeback via your bank

I don't even have a twitter account, but maybe I will get one. It's so frustrating. They asked me to wait so I did....twice - it now feels a bit ridiculous asking as it is so long ago but I am determined not to lose out if I can help it. Thanks for your suggestions.

So you haven't contacted them again since June/July? You need to keep chasing them. The shops are open even, can't you go in and sort it out?

No I haven't - they actually asked me not to and that they would 'get around to me' as fast as they can - also that if you keep contacting them you then bung up the service. I don't think you can go in store for online purchases? You didn't used to be able to. It is time for action though! Thanks for the kick up the bum that I need...

Contact them in writing OP and politely demand your refund. Give them 5 working days to reply. If no joy after that time, advise them that you are going to Trading Standards x

How did you pay? You can do a chargeback on debit cards but there’s a time limit of 120 days or so, so you might be out of time. I think you’ll still be in time for PayPal, but I can’t remember.

Chargeback via your bank!

They do usually say if orders are despatched in more than one package they must be returned in only one. Which package did you put the returns label in? The one you've had a refund on? Maybe the other parcel is laying in their warehouse unidentified.

Can you get the bank or credit card involved?

@babygroups

Small claims court for £50 is the fee not almost that to file?

You threaten it - you don't actually bother to do it

I had a similar issue. Contact your bank for a charge back. They'll ask you questions about the purchase and what you've done to get your money back and they'll just take the money from Debenham and plonk it in your bank account straight away. I would follow up with a complaint to Debenhams too