Now, just as I am open and somewhat trigger-happy in making my
feelings known when something goes wrong, I like to think I'm equally
open when things have gone right.
I've got to hand it to them. After some initial teething problems
speaking to someone at their head office, a combination of one helpful
staffer and some Twitter exposure got things moving, and the gown was
returned for quality testing at no cost to me.
I was told it would be four to six weeks for testing to occur and a
result to come back, but yesterday I got a phone call from a staff
member at the local store, apologising for the quality of the gown -
apparently it had been found to be faulty - and offering to refund or
replace it.
A quick visit to the store this afternoon, and I am the proud owner of
a new Rocha John Rocha gown.
They listened to their customer, remedied a situation, and have
re-earnt themselves a lifelong customer. Good show, Debenhams.
On 17th February this year, I went into Debenhams in Taunton, and bought a nice new dressing gown. Very nice it is too, all soft and made of towelling, with a hood. Today, less than three months later, I noticed that there were holes under both the arms, where the stitching had come undone for about three inches on either side.
Walking into the store, I approach the first cash desk, and inform the girl behind the counter that I've got a faulty item and enquiring what we can do to get it sorted. She walks off with my receipt and goes to find "her supervisor".
She casts a quick glance over the gown, and claims that it is not a manufacturing fault, and is instead "fair wear and tear". I remind her that, because it's within the first six months of purchase, the Sale of Goods Act puts the onus on the supplier to prove the lack of a fault at the point of manufacture. When I tell her "it's the law", she simply comes back with "no it's not" - either ignorant of the law, or trying to lie to get rid of me.
