5 March 2010

Debenhams' appalling customer service


Like most consumers I've experienced my share of bad customer service but today's incident at Debenhams Westfield has left me fuming.

When I received my UD palette I placed another order as a present for a friend. However when it arrived the box had some scratch marks on the outside. Now I'll openly admit I'm quite a fussy person but for me the palette was about the packaging as much as the eyeshadows so I decided to try and exchange it in store.

When I explained the problem to the SA she refused saying it wasn't a fault, which I can accept as the actual shadows and the pop up bit was fine, however, she then proceeded to explain and demonstrate (numerous times with her long nails!!!) how easy it is to scratch the box.

She then went to double check with her line/department manager and again demonstrated numerous times how easy the box was to scratch.

Now I can accept her not giving me the refund but I find it appalling and completely unacceptable that she felt the need to deliberately damage the box even more! And the fact that the manager didn't say anything either!

I'm not one for confrontations so I left it but I'm so annoyed about what happened as now I'm left with an UD palette that is extremely scratched in one corner and is definitely not in a condition to be given as a present.

Going to look online now for a customer service number so I can make a formal complaint, wish me luck!

ETA: I rang up customer services but the department I needed to talk to was already shut so have to ring back on Monday. I've emailed in a complaint so hopefully will get sorted soon!

Update
The PR company for Debenhams got in touch and arranged for me to return the palette for a refund, which I have now done. Will definitely be sticking to Boots and other department stores for future purchases!

38 comments:

  1. Than is unaccepable. I hope that Debenhams handle this beter at head office. I have recently come across some bad customer service in another store and will be posting on it shortly as they treated me like rubbish. I hope yours has a happier outcome 2nd time round.

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  2. thats so bad!

    Missy
    For everything about fashion:
    http://thefashionfusion.blogspot.com

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  3. That sucks.What a dumb cow!x

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  4. Computergirl- Thanks, poor customer service is just not acceptable. I hope you managed to get yours dealt with to your satisfaction x

    Missy- Glad you think so, was a bit worried that I was over-reacting x

    Victoria- Tell me about it! x

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  5. That is ridiculous!! I hope you get somewhere! Let us know how it goes! xx

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  6. Argh how awful, I hope they provide you with a replacement after that! I hate bad customer service xo

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  7. That is shocking! Seeing as it was a present, they should have given you another one!

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  8. Nikki- WIll do x

    Jennie- Thanks, me too x

    Makeup Kitten- To be fair I didn't say it was a present but even so she shouldn't have scratched it x

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  9. did you get her name...you should complain about her too...

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  10. Stupid cow!! Definitely make a complaint xx

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  11. Omg no wayyyyy!!!!!!!!! That's terrible! I would throw such a hissy fit. What a moron!! I think you should go back as well and demand to speak to her manager about her unacceptable behaviour.

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  12. Complain! Write a letter to their head office, describing the woman, with the time/day etc, they will offer you a full refund or exchange. xx

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  13. That's awful! Well done for not hitting her :) I've heard so much about bad customer service recently ... it's not hard either, it's just common sense!

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  14. Debenhams are such a greedy, horrible company. (From personal experience!)

    I would not stand for how you were treated, write a letter to customer service and DEMAND a refund and compensation for the stress and travel costs too!

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  15. OMG! i hate Debenhams custoer service, my mirror arrived smashed and when I rang up to swap it the lady was so rude to me, in the end i just gave up and put the phone down as she made me feel like i was doing something wrong =0/

    hope u get it sorted! xxx

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  16. adin_22 (陳亞任)- No I didn't, I was too shocked by what she was doing to think, really should have done though x

    ♥ Sadie ♥- Rang up but the department I needed was shut, going to ring back on Mon and have emailed a complaint x

    Random London Girl- I'm too much of a wimp to go back and confront her x

    Lina- Have emailed in, but the descriptions are a good idea, thanks x

    Emily- Lol I really wanted to snatch the palette out of her hands to stop her damaging it even more x

    Katkins1982 - This incident has really put me off shopping there, might just do that thanks x

    Nooberella- How awful, glad you got it sorted second time though. Thanks x

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  17. How rude making more damage to something that is your personal property :(

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  18. Thats disgusting. Customers have the right to exchange or refund whatever the state of the product - its our statutory rights. and then to damage it even further. :@ < angry face. Lol! good luck with the complaints line, hope you get a result xx

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  19. Charmed-chick- I know, I was clearly bothered about scratch marks so why make more?!?! x

    Francesca- It was an online purchase so I was entitled to a refund just for changing my mind, no point argueing with her though, she was so unhelpful and patronising. Thanks lovely x

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  20. I totally understand where you are coming from, go and complain! What a dumb knob, what would she scratch you box when thats what upset you in the first time. I'm mad for you!! Go and complain

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  21. Obsessed make uo addict- Thanks lovely, have emailed and will ring again on Monday, fingers crossed I'll get a refund! x

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  22. I had the same thing, mine came wwith a smashed mirror! XO

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  23. That is REALLY BAD. I already had a bad impression from my too long delivery from the website but this is face and face. I hope you get your refund, and they should really train up SAs better >=(

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  24. hannahbabeyx0- They really didn't pack it very well, so many people got smashed mirrors, did you manage to get a replacement? x

    Yin- Thanks, ordering these UD palettes has really put me off shopping there in the future! Hope your palette was ok when it finally arrived x

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  25. Absolutely ridiculous. Hope the complaint goes well! xx

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  26. Yes i took it to the shop today and got it replaced! I didnt think they would let me but they have loads of them left! XO

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  27. Hannahbabeyxo- That's good, glad you got it replaced x

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  28. This sounds like an awful experience - can't believe how rude the SA was! Good luck for getting it all sorted out on Monday :) x

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  29. This comment has been removed by the author.

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  30. Hi hun, i have an award for you on my blog! :)

    http://xcharleym0ox.blogspot.com/2010/03/sunshine-award.html

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  31. wow, that's awful. Some SA can be completely snobby, and just inconsiderate. You should have snapped at her for making the packaging even worst, and tell her now u can't give it away as a present. Even if it's not their fault initally cos the mailing thingy, she didn't have to be so rude!

    i wish you look on the complaint.

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  32. I am also not impressed with their customer service. I recieved one AiW pallette in the post with the mirror completely smashed and the box dented. When I called up to complain the lady on the phone said there was nothing that she could do as it was out of stock, and I wouldn't get a refund until I had sent it back. I wasn't happy with this and then called back and got another lady who said if I wanted a replacement I would need to purchase it, and then request a refund? I was very annoyed by this time and explained that I shouldn't have to pay again to correct their mistake. The lady eventually refunded me after speaking to my manager, but that takes 5 days. The package was only sent out in a bubble wrapped envelope. My boyfriend (bless him) ordered me one on ebay as he thought I wasn't going to get one and that came packaged much much better!
    The service that you received is equally terrible. So much for consumer rights!

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  33. xcharleym0ox- Thanks lovely x

    xbbkay- I wish I'd said something at the time but never mind, thanks, hopefully I'll get a refund soon x

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  34. Pyxiee- Its so bad, so many people have complained that their mirror was smashed, considering how fragile it is you'd think that they would wrap it up better.

    Did you get your refund in the end? My original one was also smashed and when I originally rung up the guy said a courier would come collect it and he'll authorise the refund. A week later, no courier and no refund so I rang up again to be told that beauty items aren't couriered and I'd have to refund to a store or post. I haven't had a chance to return yet so I still haven't got my money back, luckily I managed to get a replacement one. It was so sweet of your bf to get one for you. Did he have to pay a lot more?

    This whole experience has really put me off Debenhams and as all their beauty brands are available elsewhere I definitely won't be shopping with them again x

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  35. I absolutely agree about Debenhams, half of the products displayed on the site are permanently not in stock, and my mum once ordered a few things online and when it finally arived two weeks later, three products were missing from the order, and so she contacted them and they said them products had sold out before they had chance to send her order out, and she eventually got her refund two whole months later! I must say Debenhams have an awful online service, and their customer serivce is even worse!x

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  36. Ellie- That's awful, I can't believe that she had to wait 2 weeks for delivery and then months for a refund. They should have let her know and refunded her straight away x

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