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

parrysite

visidigi wrote: »

You had the opportunity to check the box if it was an open box. You asked them a question, they may have made a mistake (confusion, didn't handle the return etc etc.) There's nothing to say it wasn't a shop demo unit either, which wouldn't have been a customer return.

The machine wasn't what you were lead to believe - so you were entitled to take it back and get back what you paid. You did this, they did that.

They were not obliged to do anything more. In fact, you're lucky they do, usually shop soiled, discounted goods have a no refund policy, sold as seen.

As for what you would have done if you owned a business I admire your belief that you could afford to do so - I would imagine that view would change when you had dealt with joe public a few times...

In my previous job I was a customer service advisor for a big electrical company and so this is the sort of thing I dealt with a lot. The company I had did NOT have the stellar reputation that JL does and we still would not have found that an acceptable solution to give to the customer.

They can surely afford to give me a machine that I was led to believe I was buying.. and keep my £60 rather than give me £70!? It makes much more business sense for them to keep me as a customer who would be buying accesories and pods etc for the coffee machine from JL and to keep my money then to refund the lot.

I did NOT get given the opportunity to check what was in the box. I did however specifically ask if the machine was brand new and unused to which I was told it is. If they told me it was used I would have not bought it.

The condition of the machine is kind of besides the point. What I was sold is a brand new nespresso machine model XN2140 with a damaged box and 13 coffee pods. What I received was a USED Nespresso machine model XN2003 with missing instructions, and 2 missing coffee pods.

You are right in that I am no worse off from my original situation, I have the money in my account (when it actually clears) and I have no coffee machine. However, I HAVE still been mis-sold something, and had an apology and the right machine been given to me.. or possibly even a POLITE explanation of what my other options were I would not be anywhere near as annoyed as I am with JL. What made the whole thing much worse is that they were so rude and made it sound as though I'd done something wrong... as though I had used the machine and was lying!

Money-Saving-King

If the company you use to work for were so wonderful how come they didn't have a good reputation?

parrysite

Money-Saving-King wrote: »

If the company you use to work for were so wonderful how come they didn't have a good reputation?

Actually our particular branch had a great reputation. The company as a whole had a bad reputation because of previous selling techniques and general mixed bag of people working for the company.

pimento

This is a bargain. It's the machine I have.

http://www.amazon.co.uk/Krups-Nespresso-XN214040-Essenza-Machine/dp/B008YD7V9I/ref=sr_1_4?ie=UTF8&qid=1382391812&sr=8-4&keywords=krups+nespresso

parrysite

pimento wrote: »

This is a bargain. It's the machine I have.

That is a good price, and is the machine I was originally sold. I think I will buy that one when the money clears in my account

arcon5

visidigi wrote: »

Totally disagree, its an open item, they provided a refund. The OP is returned to the position they began, on what grounds should they have done more?

Legally they've probably met their obligations. But who cares, JL are a premium brand and have completely let op down, they should be bending over backwards to sort it out to ops satisfaction. I'd expect this level of service from Argos, not JL. As for it being open, not sure how that's relevant

Op well worth complaining to head office.

arcon5

Littlestars wrote: »

The item bought was advertised as open box meaning that its possible a return, they are not in a position to offer you a brand new item for the same price as the open box one as you where aware it was open and not a brand new in the box item. If want the brand new item then you would need to pay for it, open box items are sold at a discount for a reason because most of the time they are returns so can only be sold on for cheaper.

How on earth would you know what they are and are not in a position to offer?
Many stores offer discounts if the box has been damaged - and a no can be damaged through a number of reasons, not just returns.
Op was led to believe it was no so stop changing the story

Money-Saving-King

arcon5 wrote: »

Many stores offer discounts if the box has been damaged

40% Basically £40 off the box you'd chuck away? Please tell which places do this, I'll be their best customer ever!!!

peachyprice

JL are notoriously tight with their 'open box' discounts, usually in the region of £10-20 for a £300 item, for something costing £90 I would only expect them to give £5, £10 max, for them to be giving £40 off something would make me question what else was wrong with the item.

Op says in their very first post They had a Nespresso rep in the store which makes me wonder whether this rep, not employed by JL and no doubt on commission, has given a discount far beyond anything JL themselves would have just to get the sale, leaving JL to sort out the mess, which would explain why they are refusing to budge.

parrysite

peachyprice wrote: »

JL are notoriously tight with their 'open box' discounts, usually in the region of £10-20 for a £300 item, for something costing £90 I would only expect them to give £5, £10 max, for them to be giving £40 off something would make me question what else was wrong with the item.

Op says in their very first post They had a Nespresso rep in the store which makes me wonder whether this rep, not employed by JL and no doubt on commission, has given a discount far beyond anything JL themselves would have just to get the sale, leaving JL to sort out the mess, which would explain why they are refusing to budge.

She didn't actually do the discount, it was already printed on the box. I did think £40 was a big discount (which is why I bought it!) however she also told me the black colour was being discontinued so I thought I was getting such a big discount because A.) It was being discontinued, and B.) The box was open.