Yet again (should have known better) that I needed to contact Debenhams customer service. I’ve had two broken items delivered which takes an age to sort out but alas this time a fault developed in a light, they kept referring to the previous resolved issue. Then offered refund or replacement then after choosing replacement and waiting they decided that they couldn’t replace and I needed to prove the fault. No problem! Asked them as per ‘Which’ guidelines to co firm they’d reimburse my costs once proven faulty and radio silence yet again … so far 19 days since first contact and zero resolution Update 15/11 to address the reply… they only contacted me each time after I sent requests for updates 24-48 hours after the many days they ask you to wait every time they need to speak to their supplier. They’ve told me I need to prove the fault but have not confirmed they’ll cover these costs once proven faulty, they replied after that query to say they can’t get a part and I should just fix it locally but still no reference to covering costs and of course now I’ve asked again about covering costs I’m waiting yet again for many days to pass before I can ask again. The item was ordered November 18th 2023 and therefore is still under warranty but regardless I have basic customer rights to have the item repaired after 6 months and to have my costs reimbursed for an experts report so I can’t do anything without Debenhams communication answers and each delay adds more frustration. I e asked for this to be escalated as I’m getting nowhere . 6/12 and my last messages to Debenhams have been totally ghosted. Automatic replies from an AI and then never passed to an agent or replied to again. The light didn’t even last 11 months and so in what world is that the customers fault so and expensive purchase down the drain!