Sarah Jane Bate´s profile

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Disgraceful customer care - appauled.

For Christmas from my husband, I received a product from Debenhams that he'd received in a clear cellophone bag, but the item was covered in filthy dirty marks. I contacted Debenhams straight away but as it was delivered to store, they wanted to send me another but expect me to make the trip to town (with petrol and parking etc) to exchange it. Working full time, made that option not very appealing so I refused. In the end the lady agreed to refund me and I'd keep the item, though it was faulty. This would have to do, though I wasn't happy they couldn't send me a replacement to my home. Two weeks later and no refund so I called them again. Thsi time, they said they wouldn't issue a refund unless I returned the item. I was so furious as this contradicted the conversation of the fortnight earlier. So, they sent out a courier to collect it and now over a week later, we've heard absolutely nothing from them - no refund, not even an email or phone call.. Now they have my item and my money and I'm still without the Christmas present from my husband. I've contacted their head office to complain about this appauling customer care and they dont' even write back. They are just not bothered and I find this disgraceful.

Sarah Jane Bate´s profile

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Sarah Jane Bate
Cardiff, United Kingdom