After ordering and paying for a rug from Debenhams on 29th September upon arrival it was too small. This was obvious without undoing the packaging. I telephoned (premium number) for Debenhams 6 times to have it collected. Finally I visited the shop in Oxford Circus 4 times. I am disabled and have to use a stick to get about and unable to get around easily, very difficult as I cannot use the tube. Despite a Manager and three assistants attempting to book a courier through their Customer Control Department the courier did not arrive. Finally after more visits to the store another collection date was arranged. The shop assistants were appalled and attempted to speak to Customer Control themselves. Eventually with the intervention of the Manager the collection too place and the rug returned. I waited almost 10 weeks from delivery of the item to return. Debenhams finally apologised by offering £15.00 by way of compensation, however with two spelling mistakes in their email their "exemplary manner regarding after care service is non existent; the telephone number is a premium rate number and the telephone operator (when she eventually did answer the call and put me through 7 minutes later!! did not even know where the Rug Department in the store was situate. The reason according to the Manager was "that she was new" and had not been given a tour of the Store... Sorry Debenhams you have lost a customer due very very poor customer service. All in all a very sorry state of affairs and this customer will not be purchasing anything in Debenhams again. Tutsweetie.