Product wise IKEA are of course excellent.
I recently returned 2 products on 2 different occasions. Both purchased from their store - both returned within a week at the same store.
The first time I was told I'd be charged 30% because the product was assembled. The second time my girlfriend was given a 100% refund. Perhaps my breasts aren't big enough, but the lack of consistency was strange..
I will always continue to trust Amazon for pretty much anything.
I recently purchased a 3D TV from them. I didn't like the product, I just simply never used 3D. I was offered a full refund even after weeks of using the product. The pick up was easy, refund was quick and the customer service is always so customer focussed and in this day and age its much appreciated.
Phenomenal service; and best of all they are 9 times out of 10 the cheapest supplier too!!
I'll admit I like Debenhams. As a shop.
As a website, the returns procedure needs a fundamental overhaul. Simple as that.
If you like the product, its great, but then who isn't? If you need 'service' they just don't do after sales service. The agents have no knowledge of the simple word "sorry" - there's clearly a quality management problem.
To cut a long story short; I ordered a product June 22nd. I received it on time. I disliked the product. I contacted them to exercise my Distance Selling Right to return. I was told to go on store to return. I went in store, I was told I could not return this product in store.
I emailed for help, I was told to phone an 08 number (standard expense, but frustrating never the less..) - I was told I needed the "furniture department" and nobody else could help. I accepted this and accepted I would be "called back".
You guessed it, no call back. Repeat this process until end of JULY where I still had the product in my living room and still had no refund. (yes I literally was promised call backs in emails and phone calls on about 6-7 occasions and if Debenhams are reading this im glad to forward on the emails to you if you doubt me..).
Again, long story short I was left frustrated and each call centre agent that had a lack of sympathy for my customer journey exasperated the issue - eventually I spoke to somebody after escalating the issue with management. I was told I'd be charged £75 to refund the product. It was a light coffee table. I told them I would pay for my own courier - and cover product insurance - to make sure it gets back to them. I knew I wouldn't be paying £75 for this, and I contacted citizens advice bureau to confirm under distance selling regulations that a retailer cannot depict the method you return the product. It seemed the call centre agents/and email assistance online were advising me over and over that my ONLY option was to pay £75 for "furniture returns" - when that is in fact legally incorrect.
I was quoted over and over with "its in your terms and conditions". I'm sure fellow frustrated Debenhams customers would attest that they loooooveeeeee to mention the magic T&C's - but unfortunately for Debenhams eventually it was agreed that I had a legal point. Did it really need to get that far though???
So, 7 weeks later, I still have the product - I've paid £25 (they agreed that's a fair price for the weight/size of product) and I've been assured I'll be contacted by a courier company to arrange delivery. After the frustration of the past few months I'd definitely state that categorically Debenhams online service needs changed and having put a similar email to their "head office" (to which a generic 'we will be in touch in 1 working day' was the ONLY response I got) - it seems that they simply don't care, or they just aren't good enough to change.
I still have the product. Its still not picked up. I still don't know when it will be picked up. I still await a refund. I have spent over £30 in telephone calls to them and just paid £25 in delivery cost so I'm £55 down - weeks of frustration, and in the end..i didn't even buy a single thing.
If anyone is in doubt about the poor reviews and experience of Debenhams; don't be. Worst retailer I've ever dealt with.
I ordered a coffee table and a tv unit, both items were nice enough and delivered on time.
The TV unit was built fine and looks great. The coffee table had instructions incorrect and upon assembling it became clear half way through that it wasn't working. I attempted to disassemble and start again but I couldn't - so I emailed first furniture to get a resolution.
That was 3 weeks ago. I've had probably had to send (and no exaggeration) about 30(!!!!!!) emails since then. They wanted images, they wanted detailed descriptions, they wanted a lot of info - which I fully understand and was happy to provide but I keep getting a response of "we will speak to the manufacture and be in touch" - which again I'm fine with, as long you THEY GET IN TOUCH.
They don't, so I am emailing every single day numerous times to get a resolution and eventually I've just told them to arrange a return and a full refund as I could literally order a new table and have it delivered free within 1 week.
Service has been terrible, hardly any apology's or any level or urgency or goodwill; it seems the company is extremely good, until something goes wrong. If you are purchasing from this company beware. As far as product goes, I like the quality of them
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