John Lewis refund policy

Elvisia

I am not sure if I am going bonkers or not - in the spirit of trying to save some money I went through all my stuff to see if I could take anything back, and found a couple of John Lewis pillowcases bought at Christmas, complete with receipt. I asked in the store what their returns policy was, and the lady said there was no time limit so I thought I might as well take them back. I also double checked this on the website this morning before I went in and that too said no time limit.

I just went to take the cases back and the woman cashier huffed at me and said their returns policy was 90 days and I was well over. I said, no there is no time limit. She was in fact stood under a sign that said they accept returns at any time. She said this was only for faulty items, everything else was 90 days, and some things you couldn't return at all if they no longer stocked them (like apparently plain white pillowcases). She then said the returns policy was 35 days...at this rate it would be down to zero days.

I should have asked to see a manager but I was so floored by her attitude that when she said "she do it just this once, but I wasn't to do it again" I just accepted it. I just felt like a total criminal. As I left she said "don't do it again".

Am I in the wrong? This is the first time I have returned something that was bought a while ago, I don't make a habit of this, and now I don't want to ever go in there again.

vyle

Elvisia wrote: »

I am not sure if I am going bonkers or not - in the spirit of trying to save some money I went through all my stuff to see if I could take anything back, and found a couple of John Lewis pillowcases bought at Christmas, complete with receipt. I asked in the store what their returns policy was, and the lady said there was no time limit so I thought I might as well take them back. I also double checked this on the website this morning before I went in and that too said no time limit.

I just went to take the cases back and the woman cashier huffed at me and said their returns policy was 90 days and I was well over. I said, no there is no time limit. She was in fact stood under a sign that said they accept returns at any time. She said this was only for faulty items, everything else was 90 days, and some things you couldn't return at all if they no longer stocked them (like apparently plain white pillowcases). She then said the returns policy was 35 days...at this rate it would be down to zero days.

I should have asked to see a manager but I was so floored by her attitude that when she said "she do it just this once, but I wasn't to do it again" I just accepted it. I just felt like a total criminal. As I left she said "don't do it again".

Am I in the wrong? This is the first time I have returned something that was bought a while ago, I don't make a habit of this, and now I don't want to ever go in there again.

Wow, that certainly isn't right, and is really bad customer service. I suggest you write a complaint to the manager of the branch and let them know, because they do take this sort of thing very seriously (a friend of mine who works at my local branch got in a lot of trouble for not suitably engaging a customer when she was at the till, and they checked the CCTV and pinpointed who it was and have been keeping a close eye on him ever since).

The returns policy IS open, because last June I returned a pair of £150 shoes I'd bought there, that I had had since october the previous year, and they accepted them back at a full refund.

I've seen people returning used toilet seats they didn't want, that JL has to throw away, and they give money back on those, and following hearing about my shoe escapades, a friend of mine returned his three year old TV for a full refund so he could upgrade it to something else.

That assistant clearly has no idea what she's doing, because the returns policy change was well publicised outside JL, let alone inside the company.

Hell, between 7 and 9 tonight I've got a new dishwasher arriving, and they're taking back my year and a half old one which admittedly has a fault (long story involving hotpoint) but they're happily paying me back today's price for the dishwasher which is more expensive than when I bought it, leaving me in credit AND with a new dishwasher and a new 2 year guarantee, and they told me they'd take it back under their "happy returns" policy and dispose of it, rather than treating it as a fault, because hotpoint were being too awkward.

So yes:

1) Complain, making sure you say what time it was, what floor/department, branch and tillpoint you went to, and at what time, because they will follow it up (and you will probably get a voucher out of it as well) with whoever you saw.

2) take the stuff back for your refund.

Elvisia

Thanks for this, I will write a formal complaint. It was only two plain white pillowcases that were still wrapped up exactly as they were when bought. I didn't think it was going to be such an issue. It's one of those things that's made me feel really bad and have a cr*p day! You know when you're in a bad mood anyway...and one little thing tips you over the edge!

yangptangkipperbang

Firstly, in Law you have no rights whatsoever to take something back if it is not defective.

Secondly if the store advertises a refund policy then they should abide by it, it's good PR.
Most unusual to get this from JL. Write to Head Office

Elvisia

Yes I know the return policy is just a 'goodwill gesture' and I have no right to a refund, however since I didn't break any of their rules it seems bizarre. Also if it really was an issue, if they really had changed to a 90 day policy and I had missed a memo about this new policy, then she shouldn't have made me feel like a criminal. I have worked in enough shops where I have very politely had to tell customers they can't return things years later when the return policy was 30 days max! I was never rude or made people feel bad, no matter how much they yelled at me.

sistafromanothermista

Elvisia wrote: »

she said "she do it just this once, but I wasn't to do it again" I just accepted it. I just felt like a total criminal. As I left she said "don't do it again".

.

:rotfl: I can just imagine the trout saying it and it made me smile :rotfl:

Elvisia

She was an old trout, and I just got this response from JL, which doesn't make me feel any better, it feels like a set response. I would have preferred "the sales assistant sounds like a right old trout, and we're having words with her".

"I can understand your disappointment at the service you received when you came to return your mothers pillow cases. Our refund policy does not have a time limit, if you return items to us in perfect condition along with your receipt we will be happy to refund or exchange the item. If you do not have your receipt we can offer gift vouchers to the current selling price of the item. All decisions regarding returns and refunds are up to the discretion of the department upon receipt of the item.

I am sorry that the Partner who served you made you feel uncomfortable, I can assure you that this will not have been her intention. I do hope that this makes our refund policy clearer to you, if you need any further assistance please do not hesitate to contact us again."

mynameistallulah

Elvisia wrote: »

She was an old trout, and I just got this response from JL, which doesn't make me feel any better, it feels like a set response. I would have preferred "the sales assistant sounds like a right old trout, and we're having words with her".

"I can understand your disappointment at the service you received when you came to return your mothers pillow cases. Our refund policy does not have a time limit, if you return items to us in perfect condition along with your receipt we will be happy to refund or exchange the item. If you do not have your receipt we can offer gift vouchers to the current selling price of the item. All decisions regarding returns and refunds are up to the discretion of the department upon receipt of the item.

I am sorry that the Partner who served you made you feel uncomfortable, I can assure you that this will not have been her intention. I do hope that this makes our refund policy clearer to you, if you need any further assistance please do not hesitate to contact us again."

You have had an apology, what more do you want?

George_Michael

mynameistallulah wrote: »

You have had an apology, what more do you want?

The OP hasn't stated that they want anything. Maybe they are posting because this is the "Praise, vent & warnings" section of MSE.

somethingcorporate

They should return to the store and slap that apology down on the desk in front of the old trout

Elvisia

All I wanted was "sorry, she made a mistake" and it sort of felt like "she obviously didn't mean to make you feel like that" when really it felt like she was enjoying the power. I guess also unless they address their staff and make it very clear what their policies are she'll carry on doing the same thing. I worked with someone similar in The Disney Store, and I saw her reduce customers to nervous wrecks!

Anyway oh hum, thanks for your help everyone!