John Lewis PC problem - need some advise

smellycat2

Hi all

I hope someone can help me to understand my rights (if I have any) with this scenario.

On Thursday monring I found a great deal on a PC from John Lewis on hotukdeals webite. The spec was great and I bought one immediately as it seemed like a brilliant price. I thought it was probably a great price due to 'Black Friday'.

I later looked to see if there were any more in stock as a friend had said he was interested. I used the same link from hotukdeals and noticed that the Spec of the machine on the John Lewis web page had changed slightly. I tried again and as I refreshed the page, more of the spec. changed (it must have been being changed as I viewed the page). I looked at the comments on the hotukdeal page and noticed that people had started to also see these changes. Some had called John Lewis and been told that the spec quoted originally on the page was incorrect, others were told they would receive what they ordered and what was in the confirmation email.

Today - I received my pc from John Lewis. It isn't what is in my confirmation, and neither does it match what is currently on their website for this model. The revised model on the website still has a different Graphics card (more superior to the one that is in the pc that was delivered)

My questions are these. If John Lewis realised that they had made a mistake, why didn't they contact the people that had placed orders for this item and ask if they wanted to cancel? It was the same day that I ordered that their web page to this item started to change.
Legally - can they change the item so much on their website? It seems like a very underhand thing to do - surely they should have claimed that it was a pricing issue and changed the price and emailed to say that there was a pricing problem?
My changing the spec, and not properly either, I have basically ordered one machine and been delivered another. In my mind, that's like orderinga horse and having a dog delivered.
Could this have been done deliberately to get rid of old stock?
Am I in a position to take this further or do I have to just return this item, wait for my refund and suck it up having missed other great Black Friday deals because I bought this one?

Thanks in advance and apologies for the essay

J x

Apologies - meant 'Advice' not 'Advise' in the title!

neilmcl

Sound to be a simple mistake has been made and I'll doubt you'll have any issues getting a refund. If you knew there could be issues with the specs then why didn't you contact JL yourself.

naedanger

smellycat2 wrote: »

My questions are these. If John Lewis realised that they had made a mistake, why didn't they contact the people that had placed orders for this item and ask if they wanted to cancel?

Only JL can answer for certain.

Legally - can they change the item so much on their website?

Legally they can change the spec of items that are still to be sold, but obviously if someone bought an earlier (bettter) spec they need to honour that. Also they should be careful not to mislead people e.g. they should not advertise one spec and then switch it to a lower spec later in the sales process without highlighting the change.

It seems like a very underhand thing to do - surely they should have claimed that it was a pricing issue and changed the price and emailed to say that there was a pricing problem?
My changing the spec, and not properly either, I have basically ordered one machine and been delivered another. In my mind, that's like orderinga horse and having a dog delivered.

If the item delivered is not the same spec as the goods you ordered then you have a valid complaint and JL should put it right. (Obviously you may need evidence of the difference if JL dispute that the wrong spec was delivered.)

Could this have been done deliberately to get rid of old stock?

It's possible but I very much doubt it was deliberate. JL have a very good reputation and they would not wish to tarnish it. It sounds to me like they have made a bit of a mess sorting out a mistake of some sort.

Am I in a position to take this further or do I have to just return this item, wait for my refund and suck it up having missed other great Black Friday deals because I bought this one?

Speak to JL and tell them what you want them to do to put the matter right. If you feel unhappy with what they are offering say you will get back to them and post here for further advice. I would expect them to go out of their way to make good any mistake. I would expect them either to swap for the spec you bought, or if this is not possible then to offer a good discount (at least equivalent to the difference between the price of the spec of the machine you ordered compared to that delivered).

smellycat2

Hi both
Thanks for responding.
I didn't contact JL myself as I had already had notification that the parcel had ben despatched so decided to wait and see what was actually delivered.

As you mention - it seems like they did make a mess of things. to change a whole spec online like that so it is so vastly different to what was ordered and delivered is very strange.
I have contacted them and will see that they say. I was more interested to try and understand the legalities of what they had done - I shall read more about it.

Thanks again.
Justine

AlexMac

I can't be bothered to read all your OP, but I'd be very optimistic that if you have even a vague grievance, JL will treat you properly;

Over many years we've had such great service that we never use anyone else for major purchases; refunds from JL on stuff returned with no quibble, cancelled orders on the day of delivery, had replacement parts fitted without questions about whether it might have been our own builder who damaged them (they probably did craze the enamel front panels on a range cooker, but JL just sent replacements antway!), and more recently, got well over 50% refund on a leather armchair after two years because it wasn't wearing as well as we expected...

So I'd have more confidence in the integrity of JL rtaher than the advice of a bunch of random people on the interwebby any day; good luck!

unholyangel

smellycat2 wrote: »

Hi both
Thanks for responding.
I didn't contact JL myself as I had already had notification that the parcel had ben despatched so decided to wait and see what was actually delivered.

As you mention - it seems like they did make a mess of things. to change a whole spec online like that so it is so vastly different to what was ordered and delivered is very strange.
I have contacted them and will see that they say. I was more interested to try and understand the legalities of what they had done - I shall read more about it.

Thanks again.
Justine

It would be a tough one.

JL have it in their T&C's that acceptance of your offer takes place when they despatch the goods. Only they haven't despatched the goods - because they don't exist. They've shipped a substitute.

They should be making people aware - perhaps by including the new specs on the confirmation email or on the invoice with the products. Should the consumer not want the substitute goods, JL should be bearing the cost of their return.

agrinnall

unholyangel wrote: »

Should the consumer not want the substitute goods, JL should be bearing the cost of their return.

I picked a random desktop system on jl.com and it says "Returns are free" - which too be honest is what I expected, I only went there to confirm it to myself.

MataNui

JL are normally really good with faulty goods and refunds etc so i cant see how you will have any problems at all. They usually arrange the return and a courier will turn up and take it away (usually).

The legal position is very simple in this case. If the item delivered isnt to the exact specification of what you ordered you are entitled to a full refund. It would be impossible for them to even argue 'equivalent' spec with a PC as components are NOT like that.

jimboban

I had this last year - exact same scenario with JL - they got the spec wrong online and effectively advertised a system that did not exist anywhere in the world.

They were a pleasure to deal with and in the end they collected the mis-sold system, and provided a £100 JL card as a gesture of goodwill due to issues with their courier (for collection).

I'm 100% confident they will sort it and leave you happy.