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Debenhams help wanted please.

£0.00 @ Debenhams
Does anyone know how you cancel orders with Debenhams please? I followed their FAQ pages instructions as below and telephoned them. 'We are unable to amend your order, however, it may be possible f… Read More
yorkie Avatar
8y, 4m agoPosted 8 years, 4 months ago
Does anyone know how you cancel orders with Debenhams please? I followed their FAQ pages instructions as below and telephoned them.

'We are unable to amend your order, however, it may be possible for us to cancel your order on your behalf prior to despatch. Please call our Customer Services as soon as practically possible on 0845 605 5044. Once the item is despatched, we cannot cancel your order. You have up to 28 days to return your item for a full refund (upholstery and furniture excluded).'

Only to be told by Angela, a rather surly customer service rep that you cannot cancel orders once they have been placed, with the exception of larger items such as furniture, more annoyingly she even told me the order hadn't been 'processed' yet. She advised me to email the website as she claimed they were seperate from her department? I have emailed a few addresses but not holding out much luck.

Is this true? My order was only small, some frying pans and dust bags for a hoover

However now the free delivery code is back working and the 20% off code, i'm a bit miffed as the same goods are nearly £7 cheaper at £14 compared to £21

Any help/tips appreciated

Thanks
Other Links From Debenhams:
yorkie Avatar
8y, 4m agoPosted 8 years, 4 months ago
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#1
starsparkle2311
hmmm not sure about Debenhams but this happenend to me with New Look, placed my order only to be sent a code from them for 20%off, 5 mins later!!. I emailed straight away and phoned, but they wouldn't help, annoying thing was delivery took nearly a week:x


Thanks, it is annoying, not the end of the world I know, but why state on your website to ring them to cancel if you can'y:thinking:

I'll bear that in mind about new look.
1 Like #2
Do you have enough funds to place another order and then refuse delivery of the first one?

Or, call back in the hope that you get someone nicer and say you had forgotten about a bill going out of your account or something and you are not going to have enough £
#3
kelly_o_fanatic
Do you have enough funds to place another order and then refuse delivery of the first one?

Or, call back in the hope that you get someone nicer and say you had forgotten about a bill going out of your account or something and you are not going to have enough £


Thanks for your reply. I could try ringing again I suppose,I was just trying to find out if I had been given duff info by the customer service rep, or if it was in fact true that you can't cancel orders once placed.

If I refused delivery, would I still be charged delivery when the refund was processed? If so it would probably make the whole effort a bit of a bind for a couple of pounds.
#4
Right I have just telephoned Debenhams again, got a much friendlier operator who explained to me that my order had been processed by Debenhams.com and not Debenhamsdirect.com???:thinking:

I never even new there were two seperate parts, anyway she was very helpful and told me to ring 0844 5616161 which would get me through to the right department.:thumbsup:

Anyways it gets more complicated and bemusing from here on in. I spoke to Denise at Debenhams.com who stated my order was in fact actually a Debenhamsdirect.com order. :w00t:

However Denise went on to say that there was a big mess up at with lots of online orders (didn't use those words exactly) and that most orders placed from boxing day through to yesterday had been placed into a 'created' folder on their computer system, and that those orders were being processed manually with the majority of them being cancelled due to problems with promotional codes.

She went on to say that mine had been placed into this folder and so would probably get cancelled automaticall. I obviously asked her to clarify this and if she could reassure me that no monies hadn't been taken and or would be refunded and the order would be cancelled at my request even if they decided not to cancel it. She confirmed this but then seemed to backtrack a little and asked if she could put me on hold while she could just confirm if payment had been taken. :roll:

I waited on hold for about 5 minutes :whistling: for which she apologised for, and her first words were 'they are about as much use as a chocolate teapot at Debenhams direct' (her exact words). She once again stated my order was a Debenhams Direct order and that a manager was now looking into the situation as they weren't quite sure of anything. She then assured me that somebody would contact me today to let me know what was happening (famous last words).

I will obviously let you know what happens, way to run abusiness Debenhams.
#5
Denise called back and said the order was unable to be cancelled, it has gone too far through the manual processing department:x

Oh Well, such is life.
#6
I ordered online two days ago a John Rocha mustard coat/jacket for £120, ( + £ 7 shipping fee to The Netherlands) only to find via Debenhams' TRACK AND TRACE yesterday that it was cancelled. I did not, in any way, facilitate such cancellation, nor was it ever reflected in the website that the item in particular was out of stock. There was no explanation whatsoever why such cancellation transpired. The day of the online order, the progress stated CREATED.

I e-mailed via customer service quite a few times, about ,5 and was only given a system generated response that Debenhams will contact me within 3 days.

What happens after this, I wonder. I would appreciate any input of similar nature, guys!

I hail from the Philippines and I was so excited to give a present for a special someone in The Netherlands and this is what I get. :(:(

I am completely frustrated. Please help!

Sincerely Yours,
Jean Rey
#7
I was hoping I can generate some useful feedbacks from this site. I already started a thread in another site (TRUST SURVEY) just as well, even before I bumped into this. I knew this thread was from 4 years ago but just the same, I am expecting a glimmer of useful information from consumers who have had a similar experience like mine.

Specifically, I expect feedback that would tell me how other customers from Debenhams went about the CANCELLED order they themselves did not facilitate, should they still want to pursue the order. This is so because no explanations whatsoever was offered why DEBENHAMS cancelled my order and that is indeed poor handling and management. Was there a refund made and how long was the process before such happens, how the e-mail correspondence back to the customer was handled by Debenhams, those stuff I need to know from actual experiences, hence, my posting on this thread.

Anyhow, thanks anyway.

Sincerely,
Jean Rey

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