John lewis and paypal

inca1000

I ordered an xbox from john lewis to be delivered to their click and collect store Waitrose. I paid via paypal.They day after I found a better deal and phoned to cancel the order. Unfortunately the xbox had already been sent to Waitrose.

I asked the chap on the phone to cancel my order and could he arrange to have the xbox returned back to their warehouse which he agreed. I also phoned Waitrose to ask them to send the xbox back as I had cancelled the order. In the mean time £269 had been debited from my account via paypal.

I have emailed and phoned John lewis customer service re getting a refund, they have opened a case, but still no refund. Its been 13 days now. Noone knows anything and seem to all read from a set of made up useless jargon and noone gets back to you.

I have even opened a case with paypal who have today found in john lewis favour as they have classed the tracking number, which goes from the john lewis warehouse to waitrose as the item being delivered. I specifically told paypal that it has not been delivered to my address and not to take into account the tracking, but looks like they can't follow common sense either. I have never collected the item and am at a loss of how to get my refund.

Help anyone know what I should do next?

mije1983

Have you been into the store to see if the XBox is still there?

shaun_from_Africa

inca1000 wrote: »

I specifically told paypal that it has not been delivered to my address and not to take into account the tracking, but looks like they can't follow common sense either.

Even if the goods were not delivered to your address, Paypal can't simply ignore the tracking showing delivery to store as this is where you requested that it be delivered to.

Under the law (Consumer contract regulations), JL have 14 days from the time that you requested a refund to actually give you the money back so once this 14 day period has passed, you should contact them again.
As mije suggested, asking face to face in the Waitrose store might help speed things up especially if you can get someone from the customer service desk there to call the John Lewis office.

inca1000

I rang Waitrose with my order number and they confirmed it had been returned.

inca1000

That will be my next course of action when 14 days have passed.

Provision of a tracking number should not equal finding the claim in John Lewis favour - which paypal have done. In my case proof of collection should have been sought.

unholyangel

OP, its actually a good thing it works like that.

If the store wasn't considered just a delivery point, the CCRs wouldnt apply and you'd have no right to cancel.

And keeping that in mind, asking for proof of collection would be redundant.

Not trying to be harsh, just trying to explain that its really just like any other delivery address you could have given them - your work, your neighbour etc. If they deliver it to the address you asked them to, then they have correctly completed their obligation - regardless of whether you pick it up or not.

I'm guessing (since paypal dont allow for change of mind returns) you tried an "item not received" claim. I can see why that would fail given the circumstances.

peachyprice

As far as Paypal are concerned, the tracking it showing as delivered which is why they have found in favour of JL so you now need evidence from Waitrose to the contrary. Having the item delivered to Waitrose is the same as it being delivered to your own address, no difference at all.

I think I would be going back into Waitrose and asking to see their record of it being returned to JL or proof that you signed their book when you collected it (which doesn't exist obviously) and asking them for a copy of these documents to pass on to JL.

inca1000

Thank you for you reply, I will go tomorrow to Waitrose.