John Lewis - washer disposal failure!

January20

This is a vent, a warning perhaps, but also I'd like to know if anyone has had a similar problem with this company or another.

I ordered a washer from John Lewis online, and as part of the order I included removal and disposal of my old washer (@ a cost of £9). I wouldn't have been able to dispose of it myself.

They came 8 days ago, delivered my new washer, removed the old one. Very nice delivery men: polite, helpful.

That evening, I went out in the car and on the side of the road was a washer! So, I reversed to have a closer look and yes, indeed, it was my old washer. Left on the side of the road! I could not believe my eyes!

Once back home, I range the John Lewis helpline to log a complaint. Of course on a Saturday evening nothing could be done until Monday. I waited until Tuesday late afternoon. No contact from John Lewis. So I called again. Apparently an email had been sent to Newcastle (?) and they would contact me the following day (Wednesday) which they didn't. By then I decided to leave it until after Christmas so will ring again when the bank holiday is over.

I think Mrs Nice will have to let Mrs You Will Not Mess With Me deal with the next phone call. Shame! I thought John Lewis were a reliable company!

So, has anybody had a similar problem with JL before?

Will update on any progress (although Cynic Me thinks they don't care are they have my money!)

shaun_from_Africa

Send them another e-mail or phone them again (after the holidays) informing them that if the washer isn't colleced and disposed of properly within 48 hours then you will report them for fly tipping to the environmental health dept of your local council.

January20

Yes, this has been mentioned to me before and I may well have to resort to this.
It could also be said that they took money from me fraudulently by agreeing to dispose of the washer and then leaving it in the street!

shaun_from_Africa

You might even be able to an nice Christmas bonus from it.

Some councils now offer a cash reward following the successful prosecution of a fly tipper. (my local council pays £100)

Forwandert

Why did they charge you £9 to remove something they have to anyway under the weee directive? Funny how the retailers make it sound like they are doing you a favour by removing your unwanted electricals but they have to remove them if requested by you on a like for like basis anyway.

vyle

Give the store you bought it from a ring and ask to speak to the SM of the dispatch team, or the SM or preferable DM of the large electrical department. They are the people who will have the clout to get something sorted out.

I thought the WEEE was just so that people wouldn't be charged to taking their stuff to recycle, or to give consumers a free place to take their items for recycling, not for bankrupting companies by doing free round trips to pick stuff up that may not have even been bought from them.

System

Quote from environmental agency website

If they're selling EEE to the public, retailers will have to ensure that their customers can return their WEEE free of charge.

This will be on a one-for-one basis, as long as the new equipment is of a similar type and has the same function as the old equipment.

shaun_from_Africa

vyle,
It wouldn't be a free round trip as the buyer will have paid for the goods to be delivered.
The retailer is then responsible for collecting and disposing of the old appliance.
It must be on a "like for like" basis, so you couldn't order a microwave oven and then give the delivery driver a gas oven to dispose of.
It doesn't matter where the used item was original purchased from, under the WEEE reg's the retailer is still responsible for its disposal.

vyle

!!!!!! wrote: »

Quote from environmental agency website

Make it possible for the customer to return free of charge. It doesn't specify that they have to collect it free of charge.

From some looking about, I've found the following:

http://www.johnlewis.com/jl_assets/pdf/WEEE_221008.pdf

So as far as JL is concerned, as they've donated and helped set up free recycling centres, they have met their obligations.

Currys does collect for free, however, and delivery is free, as well.

shaun_from_Africa

I think you are correct vyle.

I've just had a look at the Government guidelines on WEEE and it states

13. The Regulations do not give an entitlement to the free collection of WEEE from homes. Existing home collection on delivery services, Local Authority (LA) bulky waste collections and collection by the charitable and voluntary sector remain unaffected.

So it appears that retailers can charge for collection of the items (but not for their disposal).

January20

This is all very interesting. I had a look at both the Environmental Agency Website and the John Lewis websites. It clearly says on the first website, as quoted above, that disposal has to be offered free, just as it clearly says on the JL website that disposal of a washing machine is £9. I looked but it doesn't give a reason why. I know also that our local council would take 4 such items to be disposed of per year and then charge £15 per subsequent item. Not very clear what is right and what is wrong! In anycase now, all I want is the offending item removed from the side of the road.

Thanks for all the info!