Warning- Debenhams Online

[mydamnfootstuckinthedoor]

I recently bought something from Debenhams online store. It didn’t fit so I tried to return it. That’s when I discovered that it was sold by a “partner” seller who I was directed to contact. After much to-ing and fro-ing over several days, the “partner” seller is now suggesting I keep the item for a 50% discount. It doesn’t fit. I don’t want it. I still have no return instructions. There was no paperwork in the original package. Looks like I’m stuck. Just a warning to anyone thinking of buying from Debenhams online!!!

Thanks for the warning. I bought two identical items from Debenhams Online before Christmas, the first item failed to be delivered so I contacted Debenhams and was, like you, surprised to be directed to the partner site. I did get a (slow) refund for the full amount and ordered again, only to have to return that item ! (Not wanted ). Again, I did get the returns stuff and refund but I felt a bit uneasy about the process. I guess it’s luck of the draw.

Debenhams.com is effectively a drop shipping platform using the Debenhams storefront. I had to return something, got told via the chat bot thing that they have (no phone number) to request refund via 3rd party seller. After nearly 2 months of messaging back and forth and no sign of my refund I raised a claim via PayPal and received refund via chargeback. I wouldn’t buy from them again, and would advise people to avoid or only buy with a credit card or PayPal so you have the chargeback option as last resort.

They're shit. I bought a coat last year that bobbled after 5 minutes. still within the return window, I tried to return as faulty only to be told it was to be expected. Only when I asked to speak to the legal team did I get a refund.

So basically it's a load of shysters trading under the debenhams name.
I miss the debenhams of yesteryear. Shouldn't be able to use the name like this!

The Range also work like this with many items they sell online.
It is a nightmare if you need to return anything as stores won’t accept it and The Range customers services are non existent via phone so it is chat bots only.
”Partner” sales seem to be allowed to do whatever they want and you end up totally stuck.
This type of selling should be stopped.

Update: after declining their offer, they have now sent an email saying they will refund the whole amount and I can keep the item I don’t want and dispose of it any way I choose. Let’s see if the money lands in my account …

@mydamnfootstuckinthedoor I was told I was going to get a refund but several weeks went by and nothing, only got it after raising a chargeback. Hope you have a better experience!

I am having this issue, I returned 4 dresses and have been refunded for 2. The other two were a 'concession' sale. I returned them all to Debenhams.

I have no idea what my rights are. I have the parcel return number and delivery proof. I will insist on a refund but not sure if I have a leg to stand on as they are saying I should have sent it back to the concessionaire.

I have been told that PayPal only refunds if you file within 30 days.

As I said upfront, a quick can you give me the contact details for your legal team? resulted in a swift refund. Worth a try?

This happened to me with fitville shoes
No way to return the trainers
Lots of emails trying to get me to keep the items and have half a refund
Really really frustrating
I insisted on sending the trainers back as they were way to big ,and I did finally get a refund,but my goodness it was stressful.
Not through Debenhams though,..but frustrating none the less

I have raised a Paypal claim and asked Debenhams for the contact details for their legal team. I have £298 at stake here, so I am hoping one or the other will come through. If not, I will try a chargeback via Nationwide.

Similar awful experience with Debenhams online. Still waiting for a mattress that I was told was returned to the seller. No idea why. The WhatsApp chatbot is going round in circles and never gets anywhere. Just the same messages 'We are sorry for the delay... please provide your email address and order number'... etc Soon as I think I am getting somewhere the messages start back at the beginning! Why would Debenhams let their name be dragged down by this kind of (non-existent) customer service? Should be reported to trading standards. Has anyone got any suggestions how to move it forward or to how to contact a real person?!

I won't buy again from anywhere where customer service is via a chat bot with no phone.
I get that businesses want to save costs, but I need to buy in confidence knowing I can speak to an actual human being if something goes wrong

I will never use Debenhams again. I bought a kitchen tap from Debenhams (£35) which was too tall for the space available. I informed them the day after it was delivered and requested a return/refund. The tap was collected and the Debenhams partner who was selling via their website arranged for it to be picked up 2 days later. All went well until I started asking about my refund. Then I was told that as I had paid by Visa, the refund would not be credited until 19 days after the seller confirmed receipt of the return. Why 19 days when they take the money immediately? You tell me because I can't get an answer from them. Seems almost like they were holding onto your money for an unreasonably long time...scam??? Finally, the refund arrives - not for £35 but for £28.01. They have shaved 20% off the refund. I received a screenshot from the seller which shows they authorised a £35 refund so it must be Debenhams who have taken the rest. I tried contacting them - via Messenger - and got a message that one of their agents would be with me soon. I gave up after more than an hour but not before I took a screenshot of the 'conversation'. I will take this further. Do NOT use this seller. Debenhams used to be a good, reliable store. DO NOT trust this new incarnation .

Owned by BooHoo group, say no more. Like Fraser now owned by Mike Ashley, I avoid these websites like the plague!

It's obvious why they make you wait 19 days. Same reason cheques would take 5 days to 'clear'. It's so they can put everyone's money in a high interest account for 19 days.

It isn’t actually a shop any more, and hasn’t been for a long time.

I’m always utterly astonished when people pile into any S&B thread wanting something dressy and recommend this frankly dreadful shitshow of an outlet. They’re all wide eyed telling the world of the high fashion they’ve acquired there.

No one should be buying from Debenhams. I’m surprised the name is still being used.

Has anyone got any contact details or email address other than the whatsapp/ chat bot? I've raised an issue on both WhatsApp and Facebook messenger and they have told me on both platforms (via chatbot) that customer service will be in touch to sort it. 4 days later no follow up on either and no reply when I chase so no idea where to go from here. I want to return an item as I paid for next day delivery for shoes in time for an event and they were 3 days late so I want a refund for delivery too and the return cost as I'm only returning them because they didn't arrive in time, so don't see why it should have to pay for delivery or return fee! It's only £8 but it's pretty annoying to pay for a service and not get it!

[email protected]
I eventually had a refund of over £400 by ruthlessly emailing them but it wasn't easy. I would never buy from them again. It is just a collection of concessions and Debenhams are just the umbrella company who try to wriggle out of refunding despite the buyer having formed a contract with them for the goods.
Good luck.

I know someone who bought a few things that ended up being unsuitable, told she had to return to multiple addresses and pay for postage. So don’t touch them.
sad as at one point Debenhams made up the bulk of my wardrobe, my go to place for jeans etc. saddest loss to the high street for me.

So many marketplaces online now it is so confusing as a shopper! B&Q , Debenhams, Dunelm, next , M&S .. and so on . It was just Amazon at one point!

I am so grateful for this thread. I used to order fancy outfits online and return, if necessary, to the store. Obviously this isn't possible anymore but I hadn't realised the reality of the situation.

I would have ordered several things in different sizes/colours to give me a good chance of being able to find something nice for my upcoming holiday.

I feel I have had a very lucky escape.

That is exactly what happened to me. I ordered several dresses for a wedding and returned them all, but one company did not receive the dress back. They wouldn't refund for any until they had all been received. It went on for over 2 months, in the end I reported them to Paypal who said I was out of time for them to investigate...eventually, the concession agreed they had received the dress back and they refunded me. It taught me a valuable lesson.

My aunt was telling me about this happening to her last month, i thought she was talking bollocks because she's new to online buying. Thanks for sharing and help alleviate a major purchase disaster. I hope you manage to sort it.

@Sndy That would drive me completely round the bend. I hope you also get a full refund.