Let me explain....
Let me explain that, if I write a review on here, it will either be 5 stars - as they have exceeded expectations, or 1 star - because they have failed dismally. I occasionally award 2, 3 or 4 stars, mood dependant. Debenhams - the famous department store that's disappeared from our high streets. But hey, it's now on-line, or so I thought. Wrong. Boohoo have purchased the rights to the name and are now trashing Debenhams long held reputation. I saw a heated hoodie on facebook and followed the link to the Debenhams on line site. A battery powered hoodie (via a USB port) where, in theory, I could plug in a battery pack, put it in the pouch pocket and roam the house in warmth. The theory is good, the practice less so. The hoodie arrived and I unpacked it and tried it on. I plugged the USB connection to my battery pack and waited. I waited some more, and even more, to no avail. The thing would not heat. Perhaps it's my battery pack - but no, that was (and still is) fully charged. So I tried it on the USB connection on the side of my settee - the lights on the hoodie switch go red, blue, green in less than a second, then nothing. When pressing the switch, in theory to move between low, medium and high heat settings I could hear the click, but no colours and no heat. Time to contact Customer Services. The links direct you to a chatbot (did you know that chatbot is short for chat bottom - i.e. talks out of it's ar*e?). I typed in my message and got the usual "we're ever so busy at the moment" response, but to send order number, item description etc. N.B. I did this in the first message! The following day, I get a message back asking me to take photos and a video of the fault, which I did and uploaded, as they asked. Later that day, I got an automated response telling me that they are unable to view photos or videos and can I provide a description in the text WHAT, I've already done that! At that point, I asked to speak to a "real person". That prompted the chatbot to reply "I may actually be able to assist you quicker than an agent". When I declined this offer, I received yet another "our customer services team are busier....". On the 12th Jan, someone called Bellamy messaged and said they have contacted the "on line home shop" and will get a response from them within two working days, we will then be in touch to advise further. It's now the 20th.... Having said that - on the 14th, I received an email from DBZ marketplace informing me they were going to refund the £23.99 to my bank account. Then I immediately had a further email stating that they've returned the £23.99 for the items returned from this order. But, I have not returned the item. I have no idea how to, as the parcel arrived with no invoice or returns address. And if I return it, I will be paying for the postage and so be out of pocket. I'll keep the hoodie until they send me a prepaid box to return it in. But I still want my £23.99 that they said they'd give me 6 days ago. Update on 22nd Jan. I checked my bank account to find that Debenhams have refunded me £18.99. Back to the chat bottom, despite many attempts to make them understand, they kept on repeating that £23.99 has been refunded to my account. Not so. So eventually, I had the standard "we are very busy at the moment" reply and, 24 hours later, I'm still waiting for a reply - and my remaining £5. Update on 24th Jan. My order for the hoodie also included a rather expensive bottle of Prada perfume. When I was placing the order, I was offered a £5 voucher, which naturally, I used. DMZ are now saying they are withholding the £5 as this was the "voucher". I'm reluctantly giving up on this now, as I still have the hoodie (they've not sent me any details on how to return) and, whilst it doesn't heat, it's worth £5.