John Lewis problems and item wont sell on Ebay

rezchan

Hey guys,

Any advice here would be great. My nan recently bought a mattress enhancer from John Lewis which they wont refund her for because of "hygiene reasons". Very annoying because it has not even been opened :mad:. Can anyone tell me what my rights are here please? I am dealing with this because I believe in NOT being ripped off, but my nan is much more passive!
I have also tried selling it on ebay, but there is not much interest. Any ideas where I might be able to get some money for it if JL stand firm? It's worth almost £100.

Thanks in advance for any help.

elsien

They're not obliged to refund just because your nan has changed her mind. Unless it's faulty, it's entirely up to the store whether they want to offer a goodwill refund, and they've clearly already said no to this.
Might it be worth a try in your local press - not as wide a market, but you won't have the delivery costs for people to add on.

cyberbob

So why is she trying to return it, if its because she just doesnt want it. This is from the John Lewis website

for hygiene and safety reasons we cannot exchange or accept the return of certain items which have been opened and used. These include: mattresses, duvets, pillows, swimwear, lingerie, personal grooming products, toiletries, pierced jewellery, breast pumps, children's car seats and pushchairs.

So if its unopened as long as its within there return period they should except it (is it within return period). So you need to quote that to them (maybe they just didnt understand that). I have always found John Lewis customer service exceptional. They may be refusing because its out of there return period and your Nan has misunderstood? I would phone and speak to them, If the first person you speak to you doesn't give any joy ask to speak to there supervisor

Tim_Deegan

Did she buy on line or over the phone?

How long has she had it?

Under distance selling regs you can return it as long as it is unopened within 7 days of delivery.