John Lewis Divan broken?

Odette

I think we have had it a year. I just noticed this morning after I got home from a night shift that it was broken. One of the supportive slats has dropped. It could have been my partner but, I remember when we put it together there was problems with the wheels fitting in, so now I am concerned that we got a slightly duff product.

Would the best thing be to send them an email?

dmg24

Why not just ring them up? Surely you don't need to post on a forum to ask what to do?

Odette

I didnt know if it would be best to keep a paper trail, sorry.

McKneff

Is it possible you could just get someone to make you another one, shouldn't be too difficult if you have others for a pattern

zenseeker

Wouldn't have thought John Lewis will care unless it is still under warranty, even then they probably have a wear and tear get out clause

Enterprise_1701C

Was it an expensive bed or a really cheap one? If it was a reasonably pricey one I would be writing to them to complain. If it was a cheap one I would still complain, but I would not necessarily expect them to do anything.

Try and find the receipt for it, or at least the entry on your bank or credit card statement, if it is under the year then it will definitely be under guarantee (I can't see them putting a wear and tear clause on something that is an essential part of the bed). All "consumer durables" have to be guaranteed for at least a year. Even if it is over the year I would still be complaining.

Whenever I complain I use snail mail to head office, and if I receive no reply within 2-3 weeks I send a recorded delivery letter and hope it tracks.

If you find the receipt or evidence of purchase, and you live near a John Lewis store, then it might be best to pop in and ask first, find the customer services desk.

Good luck.

katsclaws

Hello Odette, We had a problem with a Marks and Spencer bedframe. They sent round someone to fix it. It was probabley about two years old at the time. We haven't had any problem since. I would expect John Lewis to provide a similar service if you give them a ring.

katsclaws

Odette

The details are still on my past orders, its exactly a year and one week old! Not happy with it being broken after such a short time!

Enterprise_1701C

I certainly would not accept that the guarantee was finished - how long did delivery take?

Tim_Deegan

All products have a design life, and if within that design life the product develops a fault due to materials or workmanship, then the manufacturer must pay towards the cost of replacement or repair. So even if it was a budget bed, then it should be expected to last more than 12 months and a week. If it was an expensive base then you would reasonably expect it to last a few years.

So contact JL and see what they say. If they say it is outside the guarantee, then ask them what the design life of the bed is. This should get you on the right track.

I was in a similar situation with a Garmin sat nav. It packed up when it was about 14 months old. So I contacted them only to be told that it was outside the guarantee. So I asked what the design life was. At which point it became obvious that the operator didn't understand the law. So she put me through to a manager, who was happy to replace it with a factory refurbished model (which happened to be a model up from the original).