Buy Tefal cake tin & get years worth Betty Crocker mix worth £45

cheer1eader

Lisav wrote: »

Can someone copy an email that they are sending for me as I'm rubbish with words and I want to complain. I was so looking forward to receiving my cake mixes

same here would appreciate if someone would do the same for me

bushcaro

georgiac wrote: »

Sorry about the size, not sure how to shrink!

Thanks I have this pdf T & C - it was the actual screen shot of the item for sale on John Lewis showing the special offer I was after . I have emailed John Lewis - will forward response - my guess would be they will offer a refund for baking tray - I have used my once so cannot return it.

georgiac

Best people to contact would be

Martin Zouhar , MD Tefal UK

John Lewis Customer Services

Trading Standards / Consumer Direct

Unfortunately, they appear to be legally covered with the "whilst stocks last" bit. But I am no expert.

alan6012

So what Tefal are saying is that stocks were completely allocated by the middle of October. I purchased my Airbake in November so I never had a chance of redeeming the offer. So I was duped into a purchase but by who - John Lewis or Tefal? Tefal should have been fully aware of how much stock they had , it's no good to say they only realised when they started sending out the goods. If they had of followed their own terms and sent out within 28 days they would have known by the middle of November that actually there was no stock left. They could have then contacted JL and pulled the promotion. By breaking their own terms and conditions and not sending the product within 28 days they failed to realise the promotion was expired and hence anyone purchasing after the middle of October were defrauded.

I would also add that Tefal would have done research and estimated how long the promotion could last. A quick look and they could have seen that JL/Waitrose have xxx units of airbake stock to sell. If they sell xx every week , they would estimate they have enough to cover till Dec 1st even if they sold every unit. Something really stinks here.

bushcaro

I have emailed both John Lewis and Betty Crocker - will let you know how I get on

alan6012

Just another update as i just rang #Tefail
Spoke to customer services.
I too was a getting a good will gesture of 15%. I laughed and asked why and she quoted the terms and conditions of the "competition". I corrected her and asked her , as she was quoting the T&CS at me , if all product had been sent within 28 days of receipt as quoted in her own terms. She ignored the question and continued. I interrupted and pointed out she had not answered the question and could she do so please. She went off to speak to marketing and the line went dead. I rang back and got another girl who was told to take my question and her manager would pass it on to marketing and they gave me a reference number.

museumworker

I just called - was told that the spreadsheet said I had been sent the product on 4 Jan to arrive by 5 Jan by Deadline Courier. I never received it, or had a 'whilst you were out' note or anything.

The lady on the phone then called Deadline, they had no record of me being on the dispatch list, so now I need to await a return call from Marketing. I've been told everything they have has been sent out, so not sure where that leaves me. Will keep you informed.

I've worked in call centres before, please remember that it is not the person on the end of the phone's fault. It sounds as if the marketing department is inept (running and promoting an offer long after stocks had run out, taking months to start dispatching and to inform people of the lack of stock etc, and now you can add saying they'd dispatched stock when they clearly hadn't!), and any grievances should be directed to them.

bushcaro

bushcaro wrote: »

Thanks I have this pdf T & C - it was the actual screen shot of the item for sale on John Lewis showing the special offer I was after . I have emailed John Lewis - will forward response - my guess would be they will offer a refund for baking tray - I have used my once so cannot return it.

I was right - offer of a refund...I have repleis I think it is the leaxt they can do as they were happy to take the extra 100's of sales it generated.
Quoting....
J Lewis must apologise for the service you have received. Please let me assure you that it was not our intention to inconvenience you further.

A bad experience reflects upon John Lewis as a whole and a bad service is not we want our customers to experience.

As I am sure you are aware John Lewis Direct has a reputation as a customer focused company.

However I must advise that this promotion was not created by john Lewis but by Tefal and Betty Crocker and now that the promotion has ended, we will have no facility to reinstate the promotion or arrange for the cookie mix to be sent out.

To rectify the situation, I would like to offer you a full refund on the cost of the order.

Please advise me by return if you would like to accept this.

Once again please accept my reiterated apologies for the inconvenience caused

Georgyporgey

Just to add further fuel to the fire it seems that they have muddled up a hell of a lot of personal details as well - i am getting emails and phone calls for someone else who hasnt collected their parcel. so i phoned tefal - they have swapped my phone number and email with another applicant! please give them a call now and check if they have done the same to you! I have sent a very strongly worded letter to trading standards, john lewis, betty crocker and tefal. strength in numbers, power to the people! :-p

madison-nyc

I've just emailed john lewis to complain too , will let you know what response i get