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After sales service is ridiculous

How does Debenhams survive over the long term with their attitude? I will be going to John Lewis for the same items in the future.

I received a pair of Kurt Geiger boots which had a long indented scuff mark on the left boot, so emailed customer services to ask for an exchange, since there was no option on their order form to make this known, nor is there anything straightforward on their website on exchanges. Customer services came back saying that I can return instore or using royal mail, well that wasn't answering my question was it? I wanted an exchange. I sent the same question again with emphasis, to which they replied that Kurt Geiger was a concession brand the stock level of which they cannot access. I sent them a link of the Debenhams website which clearly showed the stock level in my size. They replied again telling me '' As I have said in my last email'', to ring customer services. I phoned customer services twice only to be put on hold and the second time the line cut saying they have an unprecedented volume of calls and can't speak to me. In the meantime I tried to exchange in the Trafford Centre store and they won't do it because they don't stock the brand. Why does the customer have to do so much leg work and spend so much time and money on emails and phone calls for faulty products? It's like they keep passing the buck. I once had a delivery delay with John Lewis and they sent me the same order again telling me to do with the original (if they turn up) however I please ! John Lewis customer services actually sound sympathetic.

I expected this level of service from cowboys, not Debenhams. Will not ever return.

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Daeny Storm
United Kingdom