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My gripe is about my dreadful experience with Debenhams online and their telephone ordering system. Here's my email to Debenhams that explains it all. I have replaced sensitive data with Xs. They are certainly not kisses for Debenhams!
Dear Sir or Madam
I am writing to register my displeasure at the Internet and Telephone Ordering system. Either it, or your agents or both are inefficient.
I, and my wife, have been trying to order a pair of boots. The website won't work because it insists on an expiry date and security code. My wife has a Debenhams Gold card that carries neither of these. We were advised to enter any date and security code. So much for security. I tried this and it did not work.
I then ordered using my Barclaycard. Last night I had an email advising the order had been cancelled due to "Security Issues".
I rang the telephone line this morning, gave my order and stipulated a different delivery address to our home address. This was confirmed by your agent. I have now had an email confirming the order but the delivery address was our home address. Your telephone and internet ordering both boast that items can be sent to home or work, so what's the problem?
I just rang and spoke to your agent Imran who was very helpful, but of course, because of "security" could only speak to me if my wife spoke to him and authorised it.. I had to call her to the telephone from the bathroom. I was then advised that the only way to correct the problem with the wrong delivery address was to cancel the order and re-order. Of course, this then involved finding my wife's Gold Card so that she could give him the number AGAIN!
Imran has confirmed the order (106004101) and delivery address as XXXXXXXXXXXXXXXXXXXXXXXXX. I am not at all confident that I will not get an email in a couple of hours time advising that the boots will be delivered to our home address.
I asked to speak to his supervisor, because although he had done his best, I wanted to register this complaint. His supervisor was busy, so I said I'd wait. I was then advised that his supervisor would not be able to help me anyway and I should email this address.
In conclusion, we are going to the XXXXXXX Hotel on XXX January for our 30th wedding anniversary, and my wife wanted the boots while there. It is too late to have them delivered to our home address.
I am also bemused by the "security " issue. I can't believe that international money launderers use Debenhams to order boots in order to spend their ill gotten gains. Also, if security is such an imperative (I've already mentioned the "use any old number" advice) how can your telephone agents be sure that the female voice I passed the telephone to was actually my wife? What if I'd purported to be her and said I had a deep voice, influenza or gender realignment? I doubt your agent would be able to challenge me for fear of "discrimination" legislation.
I do so look forward to your reply.