michelle Liddy

Would give minus stars if I could. I bought something and tried to return. It said the return would go on a gift card. I couldn’t find where to change that to refund to original purchase method. I used the watsapp function and they couldn’t or wouldn’t help and told me to return it first and then deal with it basically. I didn’t want to do that but I felt I hadn’t been helped so I tried again later on to see could I see how to amend it to refund to original purchase method. I still couldn’t see this and I accidentally went through the whole returns process. I contacted them again and was now told I had accepted the gift card and it wouldn’t be amended in any way. I never accepted it. There was no way to do anything else. Contacted them again saying they had told me to do this anyway so it needed to be amended to refund. They are saying I accepted it now so tough. I asked to escalate it and they wouldn’t. So I’ve emailed to cancel the contract pursuant to the distance selling regulations and make a complaint. No response to that yet. I’m disgusted. There was nothing to say it was a purchase I couldn’t have a refund on and they didn’t give me an option for a refund and are now saying I’m stuck with the gift card! I have screen shots of all this. They won’t even tell me how I could have changed it to a refund.


Update: reply from Debenhams below once again fails to identify how you go about changing the pre-selected option of a gift card to a refund to original payment method. I have asked this question several times and not been responded to. I am still waiting for a response to my complaint from customer services. I have cancelled the contract pursuant to the distance selling regulations and have not received a response to that either. Basically, bottom line is if you want your money to go into a black hole and never see it again try to return something to Debenhams. There was absolutely no option to select a cash refund on the screen that I was presented with and I even contacted customer service to ask them how I could do that and they told me to just go ahead and accept the gift card refund and they would deal with it afterwards. I was given this information in full knowledge that there was no way to change it. That to me is extremely misleading. I have screenshots of all of this, but unfortunately, trust pilot does not allow me to upload them. Since Debenhams got taken over it has just gone from bad to worse and the customer service is a complete myth. Can’t help with notice they’re perfectly happy to respond to bad reviews but not actually responded to the complaint when you raise it with them.

Exactly as described. Fab coat. Quick delivery. Excellent price. Pleasantly surprised. Would recommend.