Consumer help

Simon79

Hi everyone not very computer literate so bare with me I bought a tv from John Lewis 5 years go the tv went faulty just before the warranty was up I contacted them, they came out, said I needed a new tv they could swap tv like for like or get a new one and pay the difference and said my old tv was worth £450. When I made my choice I phoned up and they gave me a different quote for my old tv £700 I made my choice of tv and got a £100 refund as we'll now two months later they have contacted me tell me they made a mistake and they want to debit my account £200 pound. Do I have any choice on the matter can they just take my money. Thanks for your help simon

ThumbRemote

It sounds like the TV has been replaced and you have your refund. In which case I don't think they're going to be able to take money off you.


Do you have any of the values they gave you for the old TV in writing, or was it all arranged over the phone?

Simon79

Well I have the original quote on email but the later one was done over the phone

MamaMoo_2

They made an offer to you of £700, you presumably accepted that offer as £100 refund and a £600 TV? If you already have the goods and the refund, the contract has been concluded. Presumably JL will have a recording of that phone conversation?

Simon79

That's what I thought but my emails are falling on def ears they just keep saying the same thing back that there was a system error and now they want thre money pluses the £100 extra
Thanks Simon

ThumbRemote

Send them an email saying

"As per our verbal agreement over the phone on xx/xx/xxxx, you offered the sum of £700 as refund for my faulty television. I accepted that offer during the phone call, and hence received a new TV valued at £600 plus a £100 cheque. Your recording of the call will provide you with full details of this. As such, I consider the matter closed and will not be responding to any further emails on the matter."

Obviously correct the specifics of when the call was made, and if the payment wasn't by cheque.

Simon79

Thanks thumb remote just sent email now will let you know how I get on

Simon79

Hi everyone just received this reply from John Lewis
Any ideas where I can go next

Thank you for your response.

I am sorry to advise that this matter is not resolved with regards to the bill of £229.05 that is still outstanding. Due to this, the matter has now been passed to our Held Orders team.

Failure to pay the above amount within 28 days may result in the matter being passed to a Collections Agency.

They will be in touch with you shortly to discuss the payment further.

harrys_dad

For a company like Jl who pride themselves on their customer service that is a terrible response. They do not seem to have answered your points at all, just ignored them. From what you have described (which I assume is accurate) any mistake is theirs.

You need to escalate the situation. Firstly I would suggest you write to them (as well as e-mail e-mail), disputing the alleged debt and repeating what you said in your last e-mail. Send the letter to someone more senior, maybe even the Chairman. You may also wish to contact one of the many quality papers who run financial columns that help with this sort of thing, such as The Guardian, Observer, Independent etc.

Simon79

I don't want to end up with a dept collection company knocking on my door how far will they go

gik

Simon79 wrote: »

I don't want to end up with a dept collection company knocking on my door how far will they go

Keep talking to them and maybe negotiate a deal? Whatever you do, don't ignore.


Is there a chance you've misunderstood anything in your communication from them?