Beware - current Debenhams returns policy not covering Christmas!

[ProudAuntie76]

Reposted from AIBU as I know there are lots of organised shoppers on here and I don’t want people to lose out on money.

I work as a nurse in a nursing home so, if the shops do open after 2nd December, I won’t be rushing out to crowded shops to buy Christmas gifts as I’m trying to do all I can to avoid putting my patients and staff at risk and I’m trying to shop online as much as I can.

I bought quite a lot yesterday online for Christmas for my family. Given their age and tastes it’s mainly clothing. Every store I bought from has already implemented their Christmas Gifts Return Policy.

However, I stupidly bought lots from Debenhams WITHOUT checking the policy this year. I’m a store card holder and have done my Christmas shopping with them for decades now and they always have a Christmas policy that you can return unworn/unused items by January.

Not this year!

The policy is currently 28 days. I asked customer services if this meant that if I got to Christmas and the clothing gifts (winter coats etc) didn’t fit would that mean I wouldn’t be able to return and they confirmed that I was correct.

I’m really just posting as a reminder to check the returns policy in case someone gets stung.

As it is I’m just going to have to return everything straight back when it arrives and find somewhere else to shop as I can’t afford to lose out on all that money if things don’t fit my family or if they get given multiple of the same outfit.

Wow that's crap. I'm fairly sure I checked last year as their returns policy was that you had extra time to return Christmas gifts - but 'christmas gifts' was basically anything purchased from them.

Maybe worth double-checking by asking on social media etc as they should be making this crystal clear?

I bought jeans for dh just before lockdown and asked what happens if I need to return them. They gave me gift recipe so I can return them in January. I originally asked because it was Wednesday the day before lockdown and 28 days would be gone after it finishes.

Didn't know this! Would of just assumed! Thanks OP!

I have asked and it was clarified on Customer chat. The lady apologised and said to keep checking the website as it may change but as it stands if the clothes don’t fit on Christmas Day they wouldn’t let me return .

Last year you were covered from purchases from the 24th October onwards!

@XmasLockdown

I bought jeans for dh just before lockdown and asked what happens if I need to return them. They gave me gift recipe so I can return them in January. I originally asked because it was Wednesday the day before lockdown and 28 days would be gone after it finishes.

They are covering until the 10th December for pre lockdown purchases. But they haven’t brought out a Christmas Gift Policy this year.

I emailed Debenhams before placing anorder and got this not very clear reply back (Ive copied and pasted so it is verbatim):

'Upon my investigation, I have discovered that we have not received any feedback with regards to Christmas returns and extensions have not changed. Please do feel to start with your Christmas shopping.'

I think they are saying that returns hasn't changed but I wanted something specific for my very hard to buy for DH and I didn't want to risk them not having it. If I need to change it and they won't allow me I am happy to argue that their unclear response and 'feel free to start shopping' had me believe they would refund, and will be enough for them to refund.

Thank you for this. I’m another who would have assumed returns would be covered until after Christmas.

@RockingMyFiftiesNot

I emailed Debenhams before placing anorder and got this not very clear reply back (Ive copied and pasted so it is verbatim):

'Upon my investigation, I have discovered that we have not received any feedback with regards to Christmas returns and extensions have not changed. Please do feel to start with your Christmas shopping.'

I think they are saying that returns hasn't changed but I wanted something specific for my very hard to buy for DH and I didn't want to risk them not having it. If I need to change it and they won't allow me I am happy to argue that their unclear response and 'feel free to start shopping' had me believe they would refund, and will be enough for them to refund.

Weird! You’d think they’d at least have a bog standard sentence that goes out across the entire company.

I was told that unfortunately there is no extended returns policy as of yet but to keep checking the website and that the 28 day returns policy currently stands. I asked for further clarification as to whether this meant my purchases from yesterday would not be able to be returned after Christmas if they didn’t fit and she said “That is correct. I apologise, this is not the standard of service we like to give our customers” and “I understand your frustration” when I commented how unfair this current policy is.

I used to work for Debenhams and the Christmas returns policy always started 2nd or 3rd week in November and allowed, at the very least, exchange to the value paid or refund to a gift card.

I know they're in ALOT of trouble at the mo so maybe that's why the change in rules. I'd definitely not be buying any gift cards from there and certainly spending them ASAP if anybody has any!

Debenhams are currently in administration so that may restrict their ability to offer a more generous returns period than the statutory norm

Agree with PP - would definitely avoid buying gift vouchers from them! December is a common time for businesses to go under as quarterly rents will fall due

@Cardboardeaux

Debenhams are currently in administration so that may restrict their ability to offer a more generous returns period than the statutory norm

Didn't realise that! Got an online purchase I need to return...will get that done ASAP!

I decided not to buy any more from Debenhams as when I went to return two items the other day, I realised returns aren’t free any more. It cost £6.90 for two items (clothes) and would have been £13 to cover the full value of the items!

Yeah, Debenhams is up the creek without a paddle - buy thing from there by all means, but i would definitely not buy gift cards, and I'd only buy things that you can sell on ebay if they aren't suitable.

@Infinitethings

I decided not to buy any more from Debenhams as when I went to return two items the other day, I realised returns aren’t free any more. It cost £6.90 for two items (clothes) and would have been £13 to cover the full value of the items!

Oh no!!! So it’s going to cost me a fortune to return too

@Infinitethings

I decided not to buy any more from Debenhams as when I went to return two items the other day, I realised returns aren’t free any more. It cost £6.90 for two items (clothes) and would have been £13 to cover the full value of the items!

It's free if you return via Hermes or to store. Forgot I had an item to return (just had to frantically search for it!) so I'll take it to store next week as I'll be close by.

If anyone's still worried, they now have this message on their website:
Free Returns

Christmas Returns - Items purchased between Thursday 19th November 2020 and Monday 17th December 2020, can be returned until 15th January 2021. Any purchases made after the 17th December 2020, the standard 28 day refund policy applies.

www.debenhams.com/wcsstore/DebenhamsUKSite/faq/christmas/christmas_returns_policy.html