Consumer help

Simon79

The guy on the phone gave me the quote. it really annoys me that they have started throwing there weight about

visidigi

Simon79 wrote: »

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 wrote: »

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.

To be fair to JL here, they are very specific on what is required and it does read a bit like we haven't got 100% of the facts on this one - £229.05 is a very specific amount and not one that matches up with the previous numbers mentioned.

I am not doubting the chain of events outlined here, just that I don't think we have the full picture. There must be some paperwork that is supporting the numbers that JL are quoting - they can't just make these up...

Simon79

Sorry just in case I'm not making it clear
John Lewis offers me £469.95 for old tv by email
When I phone up to arrange which tv I want the tell me my tv is worth £699.00 the tv I chose is worth £599.95
The refund the difference of £99.05
Two months later the email and say they they have made a mistake and they want £229.05
The reason I rounded up numbers was for ease of typing I'm not the best on computers this post has taken about an hour

Simon79

Any help or advise would be much appreciated

halibut2209

Don't be worried about "debt collectors". They are powerless. If you hear anything from them, just tell them the debt is denied and to refer it back to John Lewis. Only communicate with JL

Simon79

Do you think I'm in the right refusing to pay them

halibut2209

If, as you say, they told you they made a mistake then yes. The contract is concluded. If what you say is right, then once they made the £100 refund that is it.

But of course, should they go to court then it comes down to what is provable. Is there anything in writing (or email) about either of the 2 offers? Or anything in writing where they admit the mistake?

visidigi

What do you have in writing from John Lewis in regards to the:

Original Receipt and Amount Paid for the Original TV - £469.95 is again a very particular amount - is this the amount you originally paid for the TV?

They emailed you that amount, so did you question the new value declared when you called them? Do you have this in writing?

I have to say, if the only thing in writing is the original £469.95, what did the paperwork say when the new TV was delivered?

Simon79

Dear Simon,

Thank you for your response.

I can assure you when you where told the transaction was complete, that this was incorrect, however we are not taking more money from you, we are taking the money that John Lewis.com are owed. I apologise that there was system errors which caused such a delay on the billing taking place.

Please accept my apologies for the inconveniencing that you have been caused.
Yours sincerely,

This is an email which they say there were system errors the £469.95 is what they said was the current value of original tv did question new value but this was done over phone at the time of ordering tv

visidigi

And what does the paperwork say that came with the new TV? What was the original TV worth at point of purchase?