The website says that Debenhams is committed to offering their customers greater value, a wider choice and excellent service across every area in which they trade. However, what I went through very recently at Debenhams was a total contradiction of what is mentioned here. At this point I must tell you that I am not whining or moaning about a one off incident that happened to me. It is a typical example of another big brand not living up to its commitment to excellent customer service. What is even more pissing off is the attitude of the in-store attendants.
This particular incident happened in the Debenhams store in Stockport, Greater Manchester. I was looking for a pair of trousers and stumbled upon these designed by I think Thomas Nash, an inhouse brand of Debenhams. I took the pair and went to the fitting room. I was shocked to see that it was locked. There was a little note that said something on the lines of "please buzz and wait for assistance." However it did not say how long to wait for assistance. So I buzzed and waited for around 4-5 minutes. No one came. No one! That put me off a little. Nevertheless, I thought, since I knew what my trouser size was, I might as well head to the till and pay for it. Mind made, I went there, paid for it and left. End of story.
Today as I was getting ready for work, I thought of wearing the new trousers. When I tried them on, what I saw in the mirror was a horrible fitting piece of tailoring that did not warrant the expensive price tag on it or the label of a so called "high street brand." Since I had thankfully preserved the bill, I thought I might as well get it exchanged for something else. I was quite cheesed-off because this was the second time a Debenhams product had failed to meet my requirement. The earlier one being a pair of formal shoes that gave up on me within one month.
So at lunch time today I go to the store and ask this lady at the till for customer service. She says there is no customer service at Debenhams, I dunno whether there was a pun intended. So I told her I would like to exchange the pair of trousers for something else as they did not fit well.
Her response: I am afraid I cant exchange.
Me: Why cant you not exchange?
She: You'd have to return the item in resaleable condition.
Me: Well then if you cannot exchange it, I would like a refund, please.
She: I cant refund either. Coz itz not exchangeable as you've worn it.
Me: Of course, how do you think I could tell you it did not fit?
She: Since you've worn it I cant exchange it.
Me: I've only tried it on this morning and I came to know it does not fit.
She: Well you should've tried it on in the store.
At this point I lost it. I told her everything from the beginning and added:
When I come to buy something, there is no one to take care of my requirements, I press the buzzer and wait, no one appears. I trust Debenhams and the brands associated with it, take the item home and try it on. It does not fit. All I want is an exchange. Since you can exchange and your attitude is so putting off, I need a refund. I need my money back.
She cuts me off and says "I will refund you this time, but I cant do it next time."
She wears a grumpy look on her face and does whatever she has to. Then I tell her that there wont be a next time coz I am never walking into a Debenhams store ever in my life simply because of their attitude, lack of proper customer service and understanding and more importantly that particular lady in their Stockport Mersey Way Shopping Centre store.
Labels: attitude, customer service, Debenhams, exchange, formal shoes, Greater Manchester, high street, life, Manchester, Mersey, Merseyway, Stockport, store, Thomas Nash, trousers