John Lewis ripping me off: please help.

pigeonpie

A big thanks to everyone who helped and in particular put me in touch with OFT and Consumer Direct. I escalated the problem as per their advice and JLD Head Office offered me my full refund if the laptop was in perfect condition. The HQ manager was also courteous and the customer services manager who dealt with me when I got to the JL shop was helpful and polite, which made a welcome change from the hostility I had got before. I got my refund.

Yes, get everything in writing, but also keep at it if your stat rights have genuinely been infringed.

hollydays

Well done!Also very nice to see someone who bothers to post the end result-tis rare.

hjb123

Well done on that, you must be very pleased! Bet you are glad you stuck with it and also the satisfaction from being able to go back into the store and get your money back from the staff that werent willing to give you it back before!

everythingblogcast

Good for you sticking your ground and getting JLD to give you a full refund.

hammy_the_hammer

pigeonpie wrote:

A big thanks to everyone who helped and in particular put me in touch with OFT and Consumer Direct. I escalated the problem as per their advice and JLD Head Office offered me my full refund if the laptop was in perfect condition. The HQ manager was also courteous and the customer services manager who dealt with me when I got to the JL shop was helpful and polite, which made a welcome change from the hostility I had got before. I got my refund.

Yes, get everything in writing, but also keep at it if your stat rights have genuinely been infringed.

i actually think you have been extremely lucky. i have read the DSR and lohn lewis's policy and believe if you took this to court you would have lost.
1. your direct dealings with the physical store and then subsequent purchase via the website makes the conversations you had in-store with sales staff irrelevant when dealing with the DSR.
2. your obvious use of this product i don't see forming part of your rights under the DSR. use of the product makes the item unsellable as new.
if you ordered a toaster and you tried it and it made your toast perfectly do you believe you are entitled to a full refund? i don't and i don't believe a court would.
3. i also didn't understand the bit about taking a photo of how everything should go back into the box. if it had been faulty you could have safely packaged it all up in bubble wrap in a bin-bag...it wouldn't matter as they were faulty .
4. you openly admit that you didn't want it for financial reasons ...unfortunately you loaded user names onto the computer, quite why perplexes me if you wanted to send it back under the DSR. the regulations aren't there for you to have a trial of a product.
5. i believe JL's policy on returns goes above and beyond the law.

you've had a result