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“shocking service at Deb Norwich store”

written by 2qar7 on 06/11/2014

My letters of complaint sent yesterday!

I have resorted to contacting yourself direct as I have been trawling through the Internet for the past 30 mins trying to find an option on your website to make a customer complaint regarding the customer service that I have received today in your Norwich store, my local Debenhams store, to find no option to do this?
Today, having phoned Debenhams this morning, to confirm I can return a Delongi coffee machine I was bought as a Christmas gift from my step- father last year, within it's 12 month warranty and with a gift receipt, due to the steamer not working properly and as I explained both on the telephone and in-store, my partner had that morning, received a scold to his hand as the steam was pouring out of the opposite side of the machine.
The gentleman I spoke to advised this would be fine and I should return the said item.
I prepared the machine and carried it into the city with me on my way to work.
I gave 30 minutes extra to allow for this before work.
I returned the coffee machine to the home department, the cashier was instantly on the defensive when she realised I wanted to return the item, I politely advised her of the problem with the machine and told her as quickly as I could that I had a receipt for the item,I must admit she appeared to soften slightly to this news.
Again, myself trying to deflect her feelings on my returning said item, I assured her I loved the said machine and would like to have the same machine again. Like, for like no probs!
The cashier asked for her depart manager to advise, the depart manager scanned my receipt and told me that the value was £100, she said she could offer this on a store card? Again I advised I loved the machine, and if poss would take another the same to replace my faulty identical machine.
Reluctantly, having had to ask myself where the coffee machines were so I may take a look, the cashier took me over to them, on the shelf I found my identical machine, however this model was not Black, as mine was, but Cream coloured. The shelf ticket beneath the machine advised the price as £100. Bingo, or so I thought, the cashier picked up the empty box and took it over to the till, she then returned to retrieve the DISPLAY model on the shelf and bring it over to the counter.
She scanned a bar code, then announced there was a problem, she said the machine in question was £190, she said she could not complete the transaction and I could not swap it. I asked her why the shelf ticket had said £100, she shrugged and said she did not know?
The cashier said she would have to speak to depart manager again.
She continued to box the machine up, I advised that the machine was missing the coffee filter cup, however I would be happy to use the one I had bought back in my identical coffee machine, they took the cup out of my returned machine and put it with the machine.
Depart manger came over again, she again scanned machine and told me I can pay difference if I want the machine?????
She then entered the code on the gift receipt and advised that £120 had been paid for the machine ????????
When I first came in they told me £100 now £120???
I instantly brought this to her attention, she fumbled a bit and advised now it was in fact £120???
Depart manager then says I should look on website to find a machine????
At this point I have just about taken as much I can, I told her that maybe she should do this for me, she and the cashier then go over to the in store web browser and look through.
I have an identical, except for colour machine, in front of me, which was incomplete, a display model, and with a shelf ticket saying £100 and I was being asked to pay £70 to take it home?
30 minutes later???
I told them I was not at all happy, and advised that my partner had also suffered a severe scold from the machine and should I take this further?
The dep manager said she would have to call her higher manager.
I asked that she would please!
She advised of the situation over a 30 second phone call, where the manager told her she should replace the item! At last!!
After this long, time consuming and again extremely annoying recap of my experience today, I am bringing this to your attention as I feel I have received terrible customer service today.
It ruined my whole day to the extreme that I am writing this now! I usually shop in Debenhams, i often buy Red Herring brand items and gifts as the Christmas season arrives, however, feel so angry about his that I no longer feel that I trust your customer service and would not at this stage recommend my friends or family to again either.
I have myself 15 years of Retail/Sales management experience and feel that no customer should go through huge time waste and total bewilderment of Shoddy customer care.
I will also send a copy of this that I will print and will hand in to a manager of the Norwich store, as I can not find any direct complaints procedure on line.
I would like a full explanation of my treatment today, I am absolutely furious!

I have also noticed this morning that my new receipt given for the exchanged machine, has a value of £100 on it. The second time the dep manager scanned my original receipt she advised me the value paid was £120.
Therefore if I have a similar problem, heaven forbid, with this machine. I will be back to square one again, with less credit to use than my step-dad originally paid?
I can provide scanned copies of both receipts if required.
Again, I look forward to your explanation and how you feel this should be resolved.
I am again furious!

I am awaiting a reply!!!!!!
Sent from my iPad


Sent from my iPad