Debenhams' appalling customer service
5 March 2010
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!
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!