On line issue with Debenhams

snowgal

hi all please see jist of the issue below, its what I emailed to them. My problem is, well all of the below!! but also the response from this was just an automated relpy that it can be up to 72 hours waiting time for a reply alone..I needed this money in the account. Its really fecked things up for me :mad: Is there anything I can do to get a solid reply or is it a sit and wait game? thanks


I am writing to you after encountering a problem with anonline sale on Friday. I was buying a e-gift card for my sister for herbirthday (that day) and when I went to finish the payment (I had entered carddetails and gone through verification) an error message appeared to say thatthere was a problem and to try again. I did this again and the same errormessage appeared. I checked my account to make sure the money hadn’t gonethrough but it was gone from the account twice and instantly, even though the e-giftcard is still in my basket! I rang customer service straight away and aftereventually getting through to someone, they couldn’t find any trace of theorder and they hung up in the end after having me on hold for about 6 minutes.I rang again and got another lady who was at least nicer, but couldn’t helpeither as the order did not exist at that time…Later on another senior memberrang to say the same thing, that it was very strange and she couldn’t help. Iwas to get on to you. I waited until this morning to see if the money would bereleased from my account but it is definitely processed and gone through now.

As you can imagine I am really annoyed about this for manyreasons.

Firstly that the money was taken not once but twice,secondly the order never actually went through as it is STILL in my basket,thirdly, this was a present for my sisters 40th and I didn’t get togive it to her for her birthday but I also had to ring her to tell her what thepresent was in case it had gone through and she received it twice. Also I can’tunderstand how if the payment was taken from my account, you would have no recordof it?? This is most worrying. I would like someone to have a look at this andget back to me straight away please. I am now down €200 (coming up to Christmaswith money that was earmarked for presents) and still have no gift for mysister.

amcalester

Ring the bank, explain the situation and ask them to do a charge back. You'll should have your money back quite quickly.

snowgal

thanks I tried this already but they said its a Debenhams issue and they would need to do the refund..I think Im going around in circles here.....

Graham

Might be worth a tweet:

https://twitter.com/DebenhamsIRE

WildCardDoW

The money might also be refunded to your account automatically as it would just be "held" by them as part of the order process.

I had a similar experience (order didn't process) yesterday so I better make sure they only charged me the once.

ratracer

Hi OP,
I had the exact same experience as you last week on the Debenhams website and on the phone to them. The phone rep was polite but useless. Bank also told me it was a debenhams problem. Had an automated email back followed by another telling me the problem was being investigated. Yesterday the transactions were gone from my online bank statement and the money was back in my account, but I've heard nothing further from Debenhams. At least the money is back, but I won't be using debenhams.ie again.

slimjimmc

Moved to Online Buying & Auctions

snowgal

good to klnow ratracer thanks. Yes its the lack of explanation as much as anything that bothers me, or an apology even?!

TequilaMockingBird

I had a similar issue with Argos.co.uk a few weeks ago with €300. Just fyi, it took 10 working days to get the money back, AIB and Argos both said the other was "holding" the money. I hope it doesn't take as long for you.

snowgal

yes thats what my bank said to me too when I was asking them. Wont be expecting it for Christmas then. It really annoys me how this money is 'held' for so long.....

TequilaMockingBird

It's absolutely infuriating. If someone would even say "sorry, I messed up" it might be easier to deal with.

FullblownRose

Try heretohelp@debenhams.com instead of the customer service email listed on the irish site. I emailed them last night and got a reply from them early this morning although that was just an apology and request for more details so they could look into it and I'm still waiting to hear back. I explained that Id wasted phone credit on international calls to their customer helpline and in the response the rep offered to call me when convenient. you might have more luck with that email.