John Lewis Refund

Jburts

Hope someone can give some sort of advice on the following:

I bought a jacket from John Lewis online on the 17th november, collected it the next day, unfortunately too small so returned it on the 19th. I returned it and asked for a refund as unfortunately neither my local store nor any in the UK had it left in a size L (gutted, it was a nice jacket!).

Anyway, bought another for similar money expecting the refund to come through within 14 days (have since checked the small print which states a MAXIMUM of 28 days).

Anyway, time passed- christmas came and went, still no refund. Then today (15th feb 2016) i get an email from john lewis letting me know i've been refunded £279 via paypal.

3 months? Seriously 3 months to refund me for a jacket I returned after a day.

So the question is, they breached their own refund policy, they made no effort to contact me.. just basically held the money for three months.

Yep, i'm happy i;ve got the money back and alls well that ends well etc- but this is ridiculous?

I've rung them and asked why and they've 'opened an investigation' whatever that means but is there anything else i can do, i almost feel like i should be compensated in some way for this terrible service. Imagine if i'd needed that money back immediately.. £279 at christmas could go a long way etc.


Thoughts? Advice?

tomtontom

Have you not chased it up before now?

It sounds like it got lost in the system somehow, annoying but these things happen. You don't appear to have noticed the money was missing so no great hardship?

powerful_Rogue

Had the jacket not of been to small you would have kept it and thus still be down £279. Not excusing John Lewis, as 3 months is a long time.

How much do you think you should be compensated?

naedanger

Jburts wrote: »

Hope someone can give some sort of advice on the following:

I bought a jacket from John Lewis online on the 17th november, collected it the next day, unfortunately too small so returned it on the 19th. I returned it and asked for a refund as unfortunately neither my local store nor any in the UK had it left in a size L (gutted, it was a nice jacket!).

Anyway, bought another for similar money expecting the refund to come through within 14 days (have since checked the small print which states a MAXIMUM of 28 days).

Anyway, time passed- christmas came and went, still no refund. Then today (15th feb 2016) i get an email from john lewis letting me know i've been refunded £279 via paypal.

3 months? Seriously 3 months to refund me for a jacket I returned after a day.

So the question is, they breached their own refund policy, they made no effort to contact me.. just basically held the money for three months.

Yep, i'm happy i;ve got the money back and alls well that ends well etc- but this is ridiculous?

I've rung them and asked why and they've 'opened an investigation' whatever that means but is there anything else i can do, i almost feel like i should be compensated in some way for this terrible service. Imagine if i'd needed that money back immediately.. £279 at christmas could go a long way etc.


Thoughts? Advice?

You don't really sound like you are happy and that you believe all's well that ends well.

I expect you will get an explanation of what caused the delay. My guess is a mistake and that some subsequent check or control spotted it.

If you had really needed the money you would have spoken to them at the time, which would probably have been enough to prompt them to take action at that time.

Your financial loss because of the delay was probably less than £1, so I doubt worth pursuing.

George_Michael

Jburts wrote: »

i almost feel like i should be compensated in some way for this terrible service

Compensation is to pay someone for losses incurred or for harm (physical or psychological) and as you haven't mentioned any financial problems from the delay nor any stress from the wait, about the only thing you would have a legitimate claim for would be 2 months interest on the £279.
This might just be enough to buy a daily newspaper.

Jburts

These are all good answers, and in all fairness. I haven't particularly missed the money. Prior to receiving the email i just assumed it had been refunded if i am honest.

I'm probably just hoping for 'something for nothing' selfishly.

Hopefully they learn from this mistake and at least it wont happen to anyone else.

Thanks for taking the time to reply!

tykesi

Jburts wrote: »

I'm probably just hoping for 'something for nothing' selfishly.

Of course you are. It's what 75% of people posting on this board crying for compo are after.

Loanranger

I had to chase John Lewis for a refund and I had to phone them several times before someone owned the problem and refunded the money they owed me.
I think it got lost in their system over a busy christmas and new year sales period.
They know they should refund within 14 days, plus time for payment to be processed through banking system. You really should have been on the phone to them frequently, their phone line is open from 7 am to midnight seven days a week.
Compo? Behave yourself!

Jburts

Crying for compo is a bit of a stretch, I simply asked for thoughts and advice.. I was not genuinely expecting them to pay me anything, just wanted to know where i stand when someone doesn't live up to their own levels of service.

Anyway- once again, appreciate your input.

Zandoni

I'd be inclined to have a moan about it and I would expect compensation in the form of a goodwill gesture, perhaps a voucher in the region of £10-20.

Whether you missed it or not it's not right to take that long to return someones money. Paying out for it is a good way to ensure a better service in future.

neilmcl

Jburts wrote: »

Crying for compo is a bit of a stretch

The following would suggest otherwise.

Jburts wrote: »

I'm probably just hoping for 'something for nothing' selfishly.

Jburts wrote: »

i almost feel like i should be compensated in some way for this terrible service.