I won't buy from John Lewis ever again

PZH

Sorry - but I agree with the OP with regards the wrapping, etc

When I had a washing machine delivered (3 yrs ago from Sainsburys Direct) - the delivery men kept all the wrappings intact until it reached the kitchen - at which point it was unwrapped.

Even the delivery men explained that they are told to do this in case any damage is done whilst they transport it out side of it's wrappings.

The wrappings were then taken away.

The efficiency sticker was on the front of the machine and was an easy peel label.

With regards hoses and manuals - I have always found these inside of white goods in sealed plastic bags. In the case of the washing machine - there was a little bit of water present - so it had been tested in the factory(?) - but it was clean and did not smell in any way

I tend to agree with the OP that this is not a new machine.


Interesting argument about previously returned items under DSR that then get reshipped to customers. I would still, personally, expect the goods to be brand new, unused, unopened, etc...

I know this means a burden on retailers insofar that they have to absorb some of the costs of the DSR's - but that is the Regulations for you...

melancholly

when we had a DW delivered (not from JL mind) all the packaging was attached and then removed in our tiny little kitchen. then all the polystyrene went everywhere and was dragged out through the whole hallway with the delivery guys on their wheely thing. i think i'd have preferred them to remove it in the van - didn't know that was an option!

nanker

When we bought our dishwasher a couple of months ago it arrived dry inside. There was definatley no salt in it. Sounds like 2nd hand goods to me.

fortythree

update: refunded and they have offered compensation, so I'm pleased CS have sorted it out quickly today so brownie points to team today, but I'll still think twice about buying from them again. Thanks for all your replies everyone.

Sublime_2

Glad you got that sorted!

fortythree

a different set of delivery drivers have picked it up. They were lovely. They confirmed that the way it was packaged was not how a new machine should arrive. According to them, peven if the outer layers were removed in the van, the door should've been taped shut and the interior should have had lots of packaging in it and defo not been wet/had salt residue in it. So it seems my suspicions were right.

Azari

fortythree wrote: »

a different set of delivery drivers have picked it up. They were lovely. They confirmed that the way it was packaged was not how a new machine should arrive. According to them, peven if the outer layers were removed in the van, the door should've been taped shut and the interior should have had lots of packaging in it and defo not been wet/had salt residue in it. So it seems my suspicions were right.

I always thought they were.

It seems that certain people here, for reasons of their own, were determined that nothing untoward had happened when to anyone with half a brain it was clear that things were not as they should have been.

However, although JL pride themselves on excellent customer service things can go wrong even with the best of companies so it might be worth giving them another chance.

fortythree

I have spoken to around 15 members of staff over the past 2 days. Each call averaged aroubd half an hour as the whole thing had to be gone through again and again. I think that's enough out of anyone's life!

Freddie_Snowbits

I once got a discount on an new dishwasher. Delivery guy turned up, plumbed in the new one and then asked about the old one.

I said she was in the back room doing the ironing. Still got my discount!

Gers

fortythree wrote: »

No we didn't, Gers and we didn't refuse delivery - the dishwasher hadn't arrived at that point. We told them to hold delivery while we liaised with CS to sort it out. Our paperwork didn't arrive until the morning of the delivery (nearly 2 weeks after we ordered) so we had not had chance to see it and check it. It clearly stated that the warranty was 2 years and was ONLY upgradable to 5 for a fee of £80. I have had 2 previous deals with JL, so I do know how the warranty works and that you have to redeem it with the manufacturer by sending off the paperwork.

I think almost 2 weeks to send out paperwork is unacceptable these days and this should have been resolved by a simple phone call with delivery still able to take place. The fact is it took them 3 hours to sort out the warranty issue, for which there was a problem. It has taken many hours of calls to rearrange delivery. We have spoken to more than 10 people to try to sort this out. We're not trying to split the atom here. The CS has been woefully inadequate and, it transpired last night that it's not even the machine we ordered. So, do I think I jumped the gun? No, I don't, especially when dealing with a company who trade largely on their reputation for excellent customer service.

I am still baffled about this warranty business and can't see how it's a JL issue in the first place!

1. JL give a two year warranty which can be extended for £80.00
2. The DW company offered a free extension to five years on redemption
3. YOU have to download the form - print it off and send it to the company
4. Paperwork from JL won't reflect anything about the five year warranty as it's nothing to do with them at all

Asking them to 'hold' delivery is tantamount to refusing delivery so, according to what you have written the problems have really been caused by you not understanding the process.

Subsequent events are not something I can comment on.