Given possibly used item, sold as new at John Lewis.

parrysite

Hi All,

I purchased a Nespresso machine from John Lewis today. They had a Nespresso rep in the store that told me about the different coffees etc and I mentioned I only really drink espresso and so she pointed me in the direction of some basic machines that did exactly what I wanted.

In the end, she showed me a model that had been marked down due to the box being opened. It was supposedly down from £99.95 (it didn't come with the aerocinno device which added another £29 onto the price) to £60. The reason I went with this over another machine was because she said it had two automatic sizes where as the other model I had looked at just had a one cupsize button and an on/off switch.

When I got home with the machine, some instructions were missing as was a coffee pod which isn't a big deal, but then I noticed finger marks and a scratch mark on the water jug of the machine.

I assumed that this was just from people checking the contents as the lady did check the actual machine before I took it out of the shop, until I noticed that this particular model I had bought home was not the one that I had seen in the shop and thought I was buying.

When I looked on JL's website.. this coffee machine is actually £89.95 brand new so really I have A.) Received the wrong machine, B.) Received a machine that had less discount than I thought! and C.) Been sold a used/returned machine as brand new, but with damaged packaging.

I am going to call the store tomorrow as it is a half-hour drive (and has extortionate parking charges) so I don't want to visit and not have it resolved straight away.

My question is, what exactly am I entitled to in this instance? What I would like is the machine that I paid for, however obviously if they give me a brand new one without damaged packaging there will be a price difference.. am I liable to pay for the difference in price? Should they also refund my parking charges? (About £2.50 for half an hour!!)

Josh

monty-doggy

John Lewis are usually really good, as long as you are calm and nice, they will prob give you the correct one at the discounted price and then either a further discount or a voucher for inconvenience. Ask to speak to a manager and don't get irate as they will be reluctant to help if you do.

Good luck.

parrysite

Yes- JL have always been fantastic and to be honest the service I received in the store was great. It was a busy day, all of the nespresso boxes look the same and I'm sure it is just the fault of whoever took the (what I assume to be a) returned item back without checking it properly. I'm not someone that gets irate at these things, I just like to be informed of my rights and what I can expect.

It isn't so much that I think someone has lied to me- it is just the inconvinience (A round trip to Liverpool costs me £3.20 in fares for the tunnel, plus about £5 an hour for parking.)

Money-Saving-King

parrysite wrote: »

It isn't so much that I think someone has lied to me

Accusing someone of lying when they were probably just misinformed or didn't know is very, very low!

agrinnall

The price on the website doesn't necessarily have to be the same as the one in-store, and in this case it sounds like it wasn't. Before you return to the store to attempt to claim a price difference I would suggest you ring them up to confirm what their price actually is.

arcon5

Money-Saving-King wrote: »

Accusing someone of lying when they were probably just misinformed or didn't know is very, very low!

Maybe you need to re-read what you've quoted, op hasn't accused them of lying - quite the opposite.

mattyprice4004

£5 an hour? You can park much cheaper than that in Liverpool. Mount Pleasant is much cheaper.

Hermione_Granger

Money-Saving-King wrote: »

Accusing someone of lying when they were probably just misinformed or didn't know is very, very low!

And accusing someone of accusing someone of lying when they didn't is even lower!

parrysite

agrinnall wrote: »

The price on the website doesn't necessarily have to be the same as the one in-store, and in this case it sounds like it wasn't. Before you return to the store to attempt to claim a price difference I would suggest you ring them up to confirm what their price actually is.

JL's 'Never Knowingly Undersold' guarantee means that they always give you the lowest price if it is cheaper in-store or on their website.

I am going to give them a call before going into the store. I'm confident they will sort it out for me, JL are known for their great customer service.

parrysite

Money-Saving-King wrote: »

Accusing someone of lying when they were probably just misinformed or didn't know is very, very low!

If you re-read my post, I was explaining that I don't think they have lied at all, I think it's been an honest mistake.

Country_Cousin

mattyprice4004 wrote: »

£5 an hour? You can park much cheaper than that in Liverpool. Mount Pleasant is much cheaper.

Well that's a relief - as someone who has never been to Liverpool - I was wondering how on earth the city did any business if their parking charges were that extortionate