John Lewis

oduilleain

Hi Guys, hoping for clarity on this issue.

I recently used a gift card to purchase a pair of grey Converse shoes on the John Lewis website. When the Cons arrived they were Charcoal not grey - a different colour on the Converse spectrum. I contacted John Lewis who apologised and sent a replacement pair the next day, the only problem was these were charcoal too.

I needed the new shoes for work as my last pair ripped, so when the second pair were wrong also i had to start wearing the first pair, even though they were wrong. I didn't have the money to replace them elsewhere.

In the meantime, i lodged a complaint with John Lewis and said that i felt let down by the purchase and that the site should be updated as the entry was wrong regarding grey actually being charcoal. I was asked to provide photos - which i did, putting the charcoal pair alongside my old pair which ARE grey. I also sent a screengrab of the 'Office' (shoe shop) website which correctly names and shows Charcoal Converse, and placed it alongside the photo on John Lewis website which shows grey Converse - both photos are obviously different.

John Lewis contacted me this morning to say that i was right, (even though i had chosen to purchase grey) the shoes i received were NOT grey and that charcoal Cons have now been added to the site. They stated that, as i have said that i was keeping the original pair they sent (because i had no choice) the best they could do was offer me a 25% refund.

Now, i understand by wearing the shoes i have most likely voided any rights because they would not be in the exact state i received them. BUT since John Lewis have admitted they made a mistake with the entry (and incidentally are still showing GREY Converse for sale as well as Charcoal) i feel that they should honour what it was i ordered in the first place - a pair of grey Converse - in place of the Charcoal. Regardless of the outcome i won't be taking the £11 refund.

Any help on this matter would be appreciated.

Thanks,

OD.

vuvuzela

oduilleain wrote: »

Hi Guys, hoping for clarity on this issue.

I recently used a gift card to purchase a pair of grey Converse shoes on the John Lewis website. When the Cons arrived they were Charcoal not grey - a different colour on the Converse spectrum. I contacted John Lewis who apologised and sent a replacement pair the next day, the only problem was these were charcoal too.

I needed the new shoes for work as my last pair ripped, so when the second pair were wrong also i had to start wearing the first pair, even though they were wrong. I didn't have the money to replace them elsewhere.

In the meantime, i lodged a complaint with John Lewis and said that i felt let down by the purchase and that the site should be updated as the entry was wrong regarding grey actually being charcoal. I was asked to provide photos - which i did, putting the charcoal pair alongside my old pair which ARE grey. I also sent a screengrab of the 'Office' (shoe shop) website which correctly names and shows Charcoal Converse, and placed it alongside the photo on John Lewis website which shows grey Converse - both photos are obviously different.

John Lewis contacted me this morning to say that i was right, (even though i had chosen to purchase grey) the shoes i received were NOT grey and that charcoal Cons have now been added to the site. They stated that, as i have said that i was keeping the original pair they sent (because i had no choice) the best they could do was offer me a 25% refund.

Now, i understand by wearing the shoes i have most likely voided any rights because they would not be in the exact state i received them. BUT since John Lewis have admitted they made a mistake with the entry (and incidentally are still showing GREY Converse for sale as well as Charcoal) i feel that they should honour what it was i ordered in the first place - a pair of grey Converse - in place of the Charcoal. Regardless of the outcome i won't be taking the £11 refund.

Any help on this matter would be appreciated.

Thanks,

OD.

By wearing them, you would have been deemed to have accepted them, irrespective of the complaint. The only way you could have got a replacement pair was to keep the originals pristine and unworn. I'd take the refund.
As an aside, you could probably have got them cheaper elsewhere - eg Amazon regularly have Cons for well under £40.

tomtontom

No one forced you to wear the new ones. I'm impressed that JL has offered you anything at all.

Stevie_Palimo

tomtontom wrote: »

No one forced you to wear the new ones. I'm impressed that JL has offered you anything at all.

Couldn't agree more and believe that JL went above and beyond by even considering offering anything here as most retailers would tend to say okay we will replace or refund for an unused trainers but to be used like this and get anything back is more than reasonable.

oduilleain

Understood guys,

Like i said, just needed clarity. Thank you for taking the time.

Best,

OD.

Semple

Unfortunately mistakes do happen, personally I would have taken the refund as well. You may find if you tried to order a grey pair now that it shows as sold out until they actually stock them.