Arrgghh!Faulty Baby Annabel from John Lewis online - Help?!

yellowlabellady

First of all, Merry Christmas everybody, hope you are having a good day! Didn't expect I would be coming on here today but thought perhaps someone may be able to give me some advice (sorry if this is in the wrong forum btw, wasn't sure where to post).

As the title says, I ordered a Baby Annabel from John Lewis Online when they were half price for my daughter as one of her main Christmas presents but it has gone wrong within a couple of hours of opening it this morning and she is so upset.

It is supposed to cry "tears" and it doesn't, even though it has been fed with the water etc, and then after a period of an hour or so left unused, when my daughter picked it up, it started making this God awful noise repeatedly like a stuck record - OH said it sounded like a pigeon in distress!

It's obviously the mechanism has got stuck or something but nothing we did has rectified the problem (ie, taking out the batteries and replacing etc - they were brand new lithium ones so are well charged) so I am gathering it is beyond hope that Annabel will make a recovery!

Obviously as I said, my Daughter is upset and I would like to get her a replacement asap and was thinking that perhaps I could take it to my local store tomorrow and ask them to replace it there? Has anyone ever done this before?

Also, as I paid half price, will they still honour that price? My other predicament is that I ordered it on 14/11/2008 and as that is out of the standard 28 day period, I don't know how I stand - I know alot of stores extend the return period for Christmas purchases, but as it was online and I didn't state it was a gift, do you think I am still able to claim an exchange even though it's out of that period?

Sorry for rambling!

Thanks in advance for any help/advice.

annie-c

Yes, just take it in to the store and take your online receipt or order confirmation as proof of purchase. You shouldn't have any problems

Coupon-mad

Hiya,
You don't have to exchange, you could ask for a refund as you are claiming under your statutory rights in good time for a faulty item. In your case though it sounds as though you want a replacement which is your right as a consumer - it's just a matter of tracking one down at a John Lewis or phoning/emailing the online site with details of your problem.

Have a read about the Sale of Goods Act here (I have this link saved to my pc for reference):

http://www.berr.gov.uk/whatwedo/consumers/fact-sheets/page38311.html

Yes you could go back to a John Lewis store but bear in mind how madly BUSY it will be due to the sales starting...and they may not have one in stock at that store. You don't have to 'rush' back tomorrow, any returns policy is fairly irrelevant as you are not returning it due to a change of mind. Faulty items are covered by law which overrides any store/online time limit for returns, and the law says you have to return it 'within a reasonable time' (that is undefined but should be fairly soon, doesn't have to be this week though if you want to avoid the crowds).

Good luck!

an1179

Hi

I had a problem last year I ordered an item and the box was a little bashed at the corner. When my daughter unpacked it it was broken.

I phoned John lewis they sent me one out in the post straight away I got it next day. I'm sure the store would give the same excellent service

Brilliant after sales service

chivers1977

John Lewis I am sure will exchange. My husband's dolce gusto coffee machine broke on the first use yesterday morning and amazon in the evening offered to refund in full without the item being received back yet so that I can get him a replacement. Definitely good christmas spirit being shown by their agents!