Rinal Pandya´s profile

Reviews (1)


disgusted with service - wouldn't shop online with them again!

I purchased two pairs of shoes last Friday online. The process went fine and i received a PO number. On Monday i found an email stating the order had been cancelled due to the data inputted not matching my card details. I called up Amex to ensure there's nothing wrong with my card. They said the card is fine, and the fact that i used the card over the weekend with no problems, the issue is not with Amex. I phoned Debenehams customer servcies and they read out all the data i inputted online on Friday, and i confirmed this is the same as my data on Amex. The only difference was the delivery address (i chose for the delivery address to be at my dad's work for convenience purpose). I tried to buy both items over the phone again... one item was out of stock but the other was not so i purchased this over the phone. The transaction went through fine and i received another PO number. I also emailed Debenhams compalining that if it wasnt for their initial cancellation, i would have had both pair of shoes. THe fact that they couldnt give me a reason why this happened frustrated me more, hence i demanded an explanation. Today (three days later) i receive a response giving the same excuse as last time... due to the data not matching my card details (which it does and was verified over the phone by the Debenhams customer services chap) this order did not go through. I was really disappointed that they could actually give me a valid reason. I called them again today and discovered that they cancelled my order for the second time (with no notification). Therefore i have 2 days before my brother's wedding with an uncomplete outfit! naturally being angry now i was on the phone for over 20 mins to some senior customer relations staff demanding why the service is so poor. He was guessing that it could be the fact that the delivery address is uncompatable with their security check. Bearing in mind i have had plenty of retailers delivering even more expensive goods to this address, i couldnt understand why a £100 worth of shoes seemd to be "High-Risk"?! what cheesed me off the most was that he couldnt even stated this was the definite reason. I stated if Debenhams is uncomfortable with delivering to businesses and prefer just delivering to residential addresses, why dont they just state that online (like the Next Directory - which by the way provides a fantastic service). In the end i expalined i didnt want any compensation for this poor experience but all i want is to be heard so that may be the policy for purchasing/delivery is changed so nobody else goes through what i did. He responded that this is highly unlikely, but will process this complaint anyway . What a waste of 20 mins of my life!!! Debenhams online.... never again!!!! The only reason why i'm giving this rating a one star is that the product they claim to have in stock are nice

Rinal Pandya´s profile

profile image of Rinal Pandya
Rinal Pandya
Basildon, United Kingdom