I bought a bed from Debenhams at the start of July 2013 and, when delivered, the headboard was damaged. I phoned Customer Services to ask for a replacement and they said that they would reply within 72 hours (which I thought was a bit of a slow response). They didn't phone me back and so I chased them. They are very apologetic but their next response would be that they'd investigate and call me back within 24 hours. No returned call. This has been the situation for the last 2 months whereby I call them, they say that they will call back and never do. I eventually lost patience, rejected the whole delivery and told them to refund my money. Now, 2 months later I am still waiting for my refund. There seems to be no way of speaking to anybody in higher authority than the Customer Service personnel and, if they don't return your calls, what can be done? Sadly, for a such a good store the Customer Service Dept. is the worst I've ever encountered.
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