I am writing this to express my profound dissatisfaction with the handling of my recent order (DUX038273702) and the subsequent interactions with your customer service representatives. The series of events has been nothing short of frustrating and has severely impacted my trust in Debenhams as a reputable retailer. Order and Delivery Issues: • Order Placement and Delivery Expectation: I placed an order on February 24th, opting and paying for next-day delivery, which, according to your policy, guarantees delivery within two working days. This was crucial as I was expecting my elderly grandparents to visit and required the items urgently. • Lack of Communication: Despite the urgency, I received no tracking information or updates regarding my order’s status. My proactive attempts to seek clarity were met with vague and unhelpful responses. • Misleading Delivery Terms: At no point during the purchase process was it indicated that next-day delivery excludes concession items. This omission is misleading and has caused significant inconvenience. Customer Service Experience: • Unhelpful and Dismissive Responses: My interactions with customer service representatives, were unproductive. Their responses were not only unhelpful but also dismissive, with attempts to incorrectly redefine “working days” to absolve responsibility. • Accusations of Dishonesty: In correspondence with the Group Escalations team, I was indirectly accused of misrepresenting the situation. Such insinuations are both unprofessional and unacceptable. • Failure to Acknowledge Financial Impact: I incurred a loss of £500 due to taking a day off work to accommodate the expected delivery. The dismissive attitude towards this financial impact demonstrates a lack of empathy and responsibility. Current Status: • Order Not Dispatched: As per the latest information from Yodel’s tracking system, the parcel remains with the sender, indicating it hasn’t even been dispatched. This is a blatant violation of the promised delivery timeframe. Demands: 1. Immediate Dispatch and Expedited Delivery: Ensure that my order is dispatched immediately and delivered without further delay. 2. Formal Apology: An acknowledgment of the mishandling of my order and the unprofessional behavior of your customer service team. 3. Compensation: A refund of the delivery charges and compensation for the financial loss incurred due to your service failures. Failure to address these issues promptly will leave me with no choice but to escalate this matter through appropriate consumer rights channels and share my experience on public review platforms to inform potential customers of the challenges I have faced. I trust that you will treat this complaint with the seriousness it warrants and look forward to your prompt response.