John Lewis mattress 30 days+ late and counting!

syd16

I ordered a mattress from John Lewis on 20th January 2016. It was advertised on their website with a 14-day delivery period and this was also confirmed in my order email. Almost 2 weeks later I didn't receive any delivery information about the order so I called them and they said unfortunately this item is showing a lead time of 8 weeks from their supplier. Obviously annoyed and frustrated they confirmed I had been mis-sold by the delivery times stated on their website. I was obviously not happy. It's been over 40 days and I am still waiting for it. Not only this, I sent a letter of complaint about this ordeal but I got no reply so I emailed them. I got an email reply from Customer Services will get back to me in 2 days but 5 days later and I still have no reply! :mad: I thought John Lewis have good customer service! What are my consumer rights? They did offer a refund but that's not what I want as it is a hassle for me to go around and find the perfect mattress again (and should arrive by end of next week hopefully) but should I be entitled to compensation for loss of enjoyment? My wife and I moved home 3 weeks ago, hence the purchase but we should have been enjoying our new mattress in our new home!

cono1717

Did your order confirmation actually say it will be delivered in 14 days?

theonlywayisup

If they've told you 8 weeks then I'm not sure what reply you want to your "ordeal".

wealdroam

syd16 wrote: »

I ordered a mattress from John Lewis on 20th January 2016. It was advertised on their website with a 14-day delivery period and this was also confirmed in my order email. Almost 2 weeks later I didn't receive any delivery information about the order so I called them and they said unfortunately this item is showing a lead time of 8 weeks from their supplier. Obviously annoyed and frustrated they confirmed I had been mis-sold by the delivery times stated on their website. I was obviously not happy. It's been over 40 days and I am still waiting for it. Not only this, I sent a letter of complaint about this ordeal but I got no reply so I emailed them. I got an email reply from Customer Services will get back to me in 2 days but 5 days later and I still have no reply! :mad: I thought John Lewis have good customer service! What are my consumer rights? They did offer a refund but that's not what I want as it is a hassle for me to go around and find the perfect mattress again (and should arrive by end of next week hopefully) but should I be entitled to compensation for loss of enjoyment? My wife and I moved home 3 weeks ago, hence the purchase but we should have been enjoying our new mattress in our new home!

You are entitled to a full refund.

You will get nowhere with your "loss of enjoyment" idea.

syd16

Yes my order confirmation said 14 days for delivery.

neilmcl

So this is really all about compensation then!

So because JL have made a mistake and are unable to "magic" up a mattress for you out of thin air and they're not offering you compensation for your "loss of enjoyment" they have bad customer services.

unholyangel

Also, JL specify acceptance of your order doesn't occur until they dispatch the goods to you. So there's no contract yet for them to be liable for it.

Even if there was, loss of enjoyment can only be claimed in certain circumstances - such as for a holiday where the contract is actually to provide enjoyment and it's a one off event type - where with the bed you haven't lost any enjoyment, it's just been delayed.

agrinnall

I git a £50 gift card from JL when a printer that I ordered that said at the time of the order delivery in 14 days (although said 7 days on the confirmation email) then constantly changed on the website to periods varying from 4 to 7 weeks. When it didn't turn up in 14 days I complained, and with a bit of prodding got my money back and the gift card - the galling thing is that I ordered it from Currys, picked it up the next day, and the day after that the JL delivery appeared at the door, so I had to send it back.

photome

JL offered you a refund or wait 8 weeks for delivery, you decided to wait 8 weeks which isnt up yet, so not sure what the complaint is, or is it about compo

edit only just seen the loss of enjoyment sentence.

I wonder what enjoyment you lost

Poppie68

Blimey heard it all now!!!!


You won't suffer from any loss of enjoyment, if it takes 8 weeks to arrive then you will still get exactly the same amount of days/weeks/months/ years enjoyment out of it as you would of if it had arrived in 14 days...
If your not happy take the refund.