John Lewis changed mind on connection

robiles

I recently brought a range cooked from John Lewis when we ordered it in store we were told installation would be £60 2 days after ordering and paying we were told that installation was unavailable on this product as it was delivered direct from the manufacturer.
We chose JL because they said they would install we actually turned down a cheaper cooker from appliances online as they couldn't install for us.
I think it will now cost me more than £60 to get in installed.
Should I be entitled to any kind of compensation apart from the £60 they have already refunded that I paid for installation.

TonyMMM

No, but they should allow you to cancel and buy the cooker elsewhere if you want.

zaax

£60 would be about right for insulation only. Is it gas or electric?

gik

zaax wrote: »

£60 would be about right for insulation only. Is it gas or electric?

I don't think it matters if it's gas or electric....it will be tricky to do in either case.

cattie

This is really quite strange as my fridge freezer was bought from John Lewis & had to be ordered & delivered direct from manufacturer. I queried with John Lewis prior to paying the fact that I wanted to pay for my old fridge freezer to be taken away & all the packaging of the new fridge freezer.

The customer service person wasn't sure how this worked on direct from manufacturer items, but called me back later to say that once I'd placed a firm order & was given a delivery date by fridge freezer manufacturer, I was to phone their transport dept & John Lewis would book a van to come out after delivery date of new one to collect old appliance & packaging of new one.

I know my appliance didn't need a qualified tradesman of any kind, but am surprised that they can't arrange for whoever fits appliances on their behalf to come & install yours.

So many appliances sold by JL are not stock items but have to be specially ordered & delivered direct from manufacturer, so you would have thought that they would have installation measures in place for non stock items.

Hintza

Cancel the order, simple.

robiles

It's not as simple as just cancelling I am not in the position to cancel as I need to new oven for work as we own a B&B and it's already taken me 2 weeks to find this one.

I wanted them to fit for convenience I can get my gas fitter out so any cost above the original £60 I will argue JL should pay. I am hoping they may offer something extra as good will as they would not have got the order if they said they couldn't fit.

halibut2209

Ah, so this is a business-to-business transaction. This is not a consumer rights issue.

tomtontom

robiles wrote: »

It's not as simple as just cancelling I am not in the position to cancel as I need to new oven for work as we own a B&B and it's already taken me 2 weeks to find this one.

I wanted them to fit for convenience I can get my gas fitter out so any cost above the original £60 I will argue JL should pay. I am hoping they may offer something extra as good will as they would not have got the order if they said they couldn't fit.

Get three quotes for how much it will cost to fit it and then speak to the department manager. I'm sure they'll do something to help, even if only meeting you halfway,

robiles

halibut2209 wrote: »

Ah, so this is a business-to-business transaction. This is not a consumer rights issue.

No it is not a business to business transaction although I will be using it for business I have brought it personally with a personal card and no business details on the order so this avoids any B2B issues

robiles

This is what I thought JL are renowned for their customer service. I shop a Waitrose regularly and they always go above and beyond