John Lewis refund policy

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yangptangkipperbang wrote: »

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.

Not true. The refund policy is part of the conditions of sale, so forms part of the contract. By law John Lewis don't have to offer these terms, but they have so have to stick to them - not just for good PR.

Elvisia wrote: »

Yes I know the return policy is just a 'goodwill gesture' and I have no right to a refund

As above. It is more than a goodwill gesture, it is part of the sales contract and you had every right to a refund.

Elvisia

Oh I didn't realise that. Thanks!

BJV

I had a nightmare with John Lewis and have not used them since Well since March! Just like you it was the attitude of the staff. It sounds horrible but I am almost pleased to read your post so I know it was not just me.

I did make a formal compliant , hey I even got a response for what it was worth. Even if nothing comes of it I would write just so that they know the levels of service the front line staff are providing.

https://forums.moneysavingexpert.com/discussion/3850407

Elvisia

Ooh gosh - that makes my pillowcase "nightmare" look rather insignificant! That's so mean, ringfencing your money, what if you didn't have enough money to buy another Ipad.

It's so bizarre...their reputation is usually so good and I've shopped with them all my life. Actually having said this, I have had some very grumpy assistants when I have bought clothes there before, I remember one making me feel as though I was nicking the stuff rather than trying to pay for it, lots of huffing and puffing then just disappearing off for ages. When she'd finally finished the transaction she just wandered off without even 'thanks' or 'goodbye'.

Hmmm!

vyle

Thing is, it looks like that person's "problem" was a mountain out of a molehill.

1: No matter where you shop, funds are ring fenced...that's how banks work. The money hasn't been taken as such, but for whatever reason, the banking sector ring fences stuff for a few days. People have complained about Asda doing it, Tesco doing it...you name any retailer and go through the archives, there will be a ringfencing complaint about them, because the bank they use works that way, and no goodwill on the part of the retailer will unlock it. If they give a refund themselves, assuming it clears instantly, then the retailer will have actually lost all that money, and the customer will be, say, £400 better off.

As someone who spent a good 40 mins being chewed out by somebody last week who had no concept of how ring fencing works, despite me explaining that I was processing his purchase in a way to avoid it, (but it'd mean him waiting 2 days for the goods rather than one) it's really frustrating. He seemed under the impression that I should put the goods through to be delivered the next day and give him the ring fenced money out of my own pocket...

2: If you fail a security test when inputting something online, then of course they can't be telling you what it is.

Imagine I stole somebody's card and had some duff information on them, but tried to buy something of high value and it failed the security check. If I rang up and said, "yeah what actually failed?" and they told me, I could then use that information to try again.

The "But it was me, so it's inconvenient" argument is a bit stupid because anybody could say it was them. I could say I was them. If the only information they have to go on as verification is the information I gave, which was suspect in the first place, then how in beelzebub's name can they use that as a secure point of reference?

And that's even assuming that the person answering the phone had access to that sort of information, because that in itself would be a security risk. Where I work, security certainly doesn't divulge their reasons. They do stuff, and check things, and us lowly service people don't get told, because we could then let it slip to a fraudster and compromise security.

Making such a fuss about "I have had lots of good experiences, but I had one bad experience that could have happened anywhere, and may even have been my own fault," is somewhat petty.

I think the only place I can honestly say I would never shop at is F Hinds because they gave me the wrong information, said I was a liar, despite their CCTV proving otherwise, then said, "Well the person who served you was new, but we still won't honour what they said because they shouldn't have said it."

And when head office then ruled in my favour and exchanged my engagement ring, the staff lined up behind the counter, said I was "bad news," shouldn't have complained, I was wrong, and wasn't welcome back in their shop.

THAT is something to be annoyed about where the shop (or their staff) was very much at fault. If you're going to complain about ring fencing, get martin to campaign to change how banks operate, because otherwise it can and WILL happen anywhere.

missile

Good for you Elvisia. I would have had the nerve to take the pillow slips back after such a long time........ I would have sent my wife.

I once took an unwanted gift back to M&S and was mortified when I was told they stopped selling that item 2 years previously. They did give me a voucher in exchange.

redmalc

Hi All ,A few months ago i had a similar issue with John Lewis,to cut it short my wife brought my son a pair of designer gloves £29,99,first time worn a hole appeared in between the fingers so she returned the gloves and they would not replace them they insisted that they would take them back and get them repaired,my wife refused,
I went to the store the following day and insisted the goods were of poor quality and demanded a refund or the option to buy a different brand,after a lengthy discussion and the threat that security would remove me from the store i left.
I called head office on my return and explained the way the situation had been handled,straight away they admitted that a refund should have been offered and i was sent a refund and a further £20 for the disgraceful behaviour of the department manager.
The final part of this story was that we had been in negotiations earlier that week with John Lewis for an Italian three piece suite at a value of £4500 which was duly cancelled

Beancounter

Sorry to bump an old thread but just want to check that the JL return policy is still as above.

I bought a Sonos Play5 yesterday but I have decided the sound is poorer than the HiFi I was going to replace so I would like to return it. Is this still possible?

bcl999

bubblegumcola wrote: »

The refund policy has changed, I buy a lot from there but not returned anything for a while. I'm sure its 90 days for a full refund now, they had leaflets at their cashdesks back in March. Surely if you bought something before the policy changed you should still get a refund? You had your receipt, etc so the assistant should have honoured it. I would not have been happy being treated like that at all.

Yes, the refund policy in the T&Cs on the website now says something along the lines "If you are not happy with your purchase, you can return it to us. We would expect this to be within 90 days and the product unused." I do remember the particular wording - the "expect" - because I wonder just how that would be interpreted by a legal person. They must have had their fingers burned by returns under their no time-limit policy.

shop-to-drop

I have a coffee machine I bought in December been meaning to return it when I can get to a John Lewis but haven't felt pressured and so left knowing the return period was unlimited. Hope I'm not going to have hassle returning it.