AIBU to feel conned by Debenhams

[HalfMumHalfBiccit]

AIBU to feel conned by Debenhams who have added a £4.49 ‘delivery protection’ charge. I was happily doing a bit of Xmas (Black Friday sales) shopping. Made 2 orders with Debenhams. Noticed a teeny box that needs unchecking with the delivery protection charge above on my second order. Very easy to miss. So I’ve wasted an extra £4.49 to protect a t-shirt on the first order. Woe is me. Cries into gin. Vent. Wonder how many others have had this without realising.

Pretty certain that FCA regulations do not support prechecked extra cost boxes. They certainly didn't when I had to remove them from an insurance website I managed a while back.

I mean like all regulators they are useless, but at least you know you ANBU and Debenhams are a bunch of chancing shysters.

Thanks. This is good to know and I will cite this when I complain.

a bot sez:

standard UK consumer-protection laws (notably Financial Conduct Authority (FCA), but more broadly Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (and related legislation)) do prohibit pre-ticked boxes for additional cost extras in many circumstances.

Thank you @SerendipityJane

Have used this in my complaint conversation. Will see how it pans out. Well dodgy practise! Surprised to see debanhams doing this sort of stuff. Dunno who owns them now though.

While I’m on a roll I’ve also joined the thread about the mumsnet website which keeps crashing, needs reloading and is massively slow and frustrating. Other rants are available.

Debenhams have been taken over by another company and now only have customer service via messager or what's app. Which they ignore. Go on any FB post Debenhams make and read the comments, it's wall to wall complaints.

Complaint.
Letter before action
Fast track claim for redress.

Job done.

Whining on social media is very much for people who don't get much done

(If anyone wants to report this thread, the sarcasm level was mild)

Indeed. posting here was to flag this to others.

I wasn't suggesting 'whining on social media ' as something for the OP to try, I was trying to say she's not alone in having shit customer service from Debenhams lately.

I hadn't realised that those kinds of boxes were prohibited. That's a good idea and I'd like to see it enforced.

On the other hand, whenever I agree to anything on the Internet, I look at the little boxes and read them carefully to see whether I should tick or untick them.

Sometimes, buyers need to take responsibility for what they're agreeing to.

If more people did and fewer said, what a world it would be ...

Ive ordered twice from Debenhams, thankfully noticed the extra cost but was able to remove it before paying. Totally unreasonable of them.

What's a delivery protection charge, sounds like some racket to collect more money

I hate debenhams now its online only. Couple of years ago I bought a throw as a gift. It arrived and it was awful, different colour, cheap material looked like id bought it from shein. (No judgement on shein as such, but it wasnt shein prices)

Tried to return it and they said. Oh thats actually bought from one of our boutiques you cant return it to us. This hadnt been obvious during purchase - my reciept said debenhams. The packing had the company named on a tiny business card sized piece of paper but on Debenhams boutiques they used a different "trading name" so finding out who even had my money was an ordeal.

Then they ignored my email requests for a return for ages, I had to escalate the complaint multiple times with them. I mean eBay is a selling platform but if you have an issue they step in, and they at least make it clear its a selling platform.

Service was such a pain ill never shop there again

I will never use Debenhams again, awful online company

Ffs. Robbing bastards. I've just ordered with debenhams, seen your thread, gone back and checked my order and I've been charged an extra 2 quid 'delivery protection'. Didn't see it at all when I ordered.

I fell for this as well, twice.

Having recently had a terrible experience with Debenhams, I will never use them again. Debenhams left me nearly £100 out of pocket. I was naive in thinking it was the Debenhams of old - it isn’t! I had no response at all when I raised my concern.

This! 💯%

I’ve noticed this too and unchecked it. I think they’re owned by the same people as boohoo as I also ordered from them recently and the same thing happened (one of the only places I can find maternity clothes that are vaguely fashionable!)

I’ve had that issue for over a year now. Can only access MN on the Google app and I curse myself wherever I click on it by mistake in safari after googling something!

And on the subject of Debenhams, they are the worst for refunds. Never refund within 14 days!

Are they still owned by Boohoo? Can't say this thread surprises me if so. Awful quality, dodgy tactics and dodgy website seem their USPs. I miss the old Debenhams so much!

Awful customer service , I’d avoid Debenhams and burton. Had horrendous experience with them, I was missing a shirt in my order and just could not get customer service to understand - I’ve given up which I never ever do.