Here's a letter I wrote to complain about it...
Dear Ms Ravelo,
Thanks for the reply and confirming what I knew already as I received the incorrect item again.
I really do appreciate mistakes happen, but Debenhams have really excelled themselves (in a bad way) with dealing with this order.
Lets look at the facts here....
I made an order with Debenhams online.
You sent me a boys xl nike polo shirt when I asked and the website specified it should have been a mans xl.
I told you that I was keeping it but would like to know if an xl top in men's was available. I included the direct link to item on the website so there was no confusion and that you could sort out the website and amend it as necessary. Well over a week later the same item was still displayed.
I got an auto response saying that the the item had been sent to me. No indication of price of it though.
You apologised and replied that if I sent the boys xl top back you would send me the men's xl assuring me it was definitely available. And also said I should return the wrong item, when I had already said I would keep it.
The top arrived, it's the same boys xl one I already had, I now have to send the second one back.
You finally told me that the top wasn't available in a men's XL, which was too late and that the top had been taken off of the website. It's still there though! At no time has your mis-communication on a number of occasions been mentioned, and that is the most frustrating part of all this.
It's a lot of mistakes to make isn't it. So what happens next, what compensation are you going to offer me for my wasted time, frustration, anger and lack of confidence in shopping with you again? If as you say you don't want to inconvenience your customers, then the way this order went isn't the best way to show that is it?
I look forward to a reply by return.
Yours sincerely,
