Debenhams shoppers cry they’ve been ‘cheated’ after online shopping fee change and vow to boycott retailer
DEBENHAMS has left shoppers feeling “cheated” after introducing a charge for returning online goods.
The new £1.99 fee comes amid fears shoppers have been abusing free returns by ordering items, wearing them briefly and then sending them back.
It has left retailers with mountains of unsaleable goods, many of which have to be thrown away due to their used condition.
The Debenhams website now says shoppers must pay £1.99 for every parcel returned.
Angry shoppers moaned on social media, with one saying: “Since when did @Debenhams charge for returns??
“Should’ve been clear before placing an order #debenhams.”
Another added: “I feel cheated with the new return fee.
“I have ordered leggings, you have sent something that looks completely different and I am charged for the privilege £1.99 – never again.”
A third said: “You have to pay to return now. Feel cheated. Five orders that will have returns. Not happy.”
Debenhams is owned by the Boohoo Group, which includes brands such as Burton, Dorothy Perkins, Wallis, Warehouse and Oasis.
Debenhams is among the last of them to bring in free returns.
Its website was updated last month to reflect the new changes.
Customers with Unlimited membership – which costs £9.50 a year – get unlimited returns and deliveries with no additional charges.
Charles Allen, retail analyst at Bloomberg Intelligence, commented: “Companies including Debenhams have started to charge for returns as the costs of shipping have risen and also, as the proportion of ordered merchandise returned rose after the pandemic.
“Additionally, the cost of processing is likely higher.
“Retailers with stores can make it easier for consumers to return goods for free as they can be dropped off in a store, which saves the shipping charges.
“This has become a widespread trend and it wasn’t a surprise that Boohoo and its subsidiaries introduced the charge.”
The move follows other big name retailers who have brought in similar changes over the past few years since online shopping orders surged in the pandemic.
Zara, New Look, Uniqlo and Next have also bought in similar charges after hikes in the cost of delivering and processing returned items, as well as increased use of the service.
Asos and Marks & Spencer still offer free returns in an attempt to attract more customers.
Debenhams declined to comment when approached by The Sun.