John Lewis refunds policy

naedanger

Moneyineptitude wrote: »

All I will say is I work in retail..

OK I will assume not JL, or at least not JL in a capacity that would necessarily know the thinking behind all their policies.

For the avoidance of doubt I am not saying you are wrong (or right).

However the approach Altarf describes does sound enlightened. Of course it means less profit margin on specific items but with the longer term aim of improved customer loyalty and increased turnover. (Obviously I know there will be a limit to that approach and it has risks e.g. if there is insufficient increase in loyalty/turnover to offset the loss of margin on returns.)

[Deleted User]

No JL staff member would ever advise a customer to "buy it and bring it back" when there are demonstration models available to try.

The company certainly will sometimes have to (decide to) refund personal electrical items for customer goodwill and retention.

However, the "policy" is not to encourage this.

Anyone saying that a high mark up means companies don't suffer as a result of having to mark down such returns is unaware of how businesses make a profit.

naedanger

Anyone saying that a high mark up means companies don't suffer as a result of having to mark down such returns is unaware of how businesses make a profit.

Altarf was not (in my view) saying there would be no loss of profit on the return only that there would not be a marginal loss.

And I think the rest of his post explained why JL may be prepared to accept the risk of such a loss of profit. Namely because they will secure sales that they otherwise wouldn't (including possibly the op's purchase of headphones).

Altarf

Moneyineptitude wrote: »

No JL staff member would ever advise a customer to "buy it and bring it back" when there are demonstration models available to try.

John Lewis have told me this exact thing in the past.

Moneyineptitude wrote: »

Anyone saying that a high mark up means companies don't suffer as a result of having to mark down such returns is unaware of how businesses make a profit.

I know perfectly well how businesses operate thank you.

John Lewis is selling Bose headphones, which have a significant markup. When John Lewis discount the item as 'used' when it comes back means that they won't make an absolute loss, only a potential loss of margin.

However you have to consider that it is only a potential loss of margin as the person that buys the reduced used item may not have bought a full priced item. Some people may be attracted by a bargain item they would otherwise not hav bought. Others may not have the resource to pay for the full priced item. Although there is an overlap between the used and full priced items it is only a partial overlap.

The number of full priced items is not limited (John Lewis can buy as many Bose headphones to sell as it likes), so taking this action is not depriving a customer who wants to pay full price for a set of Bose headphones from doing so.

By having such a generous returns policy, John Lewis gains goodwill and a sense of trust, which generates increased sales. The profit on these increased sales is far greater than the potential loss on selling the used headphones.

Moneyineptitude wrote: »

All I will say is I work in retail.

Would that be in a customer facing role rather than in the marketing strategy department?

George_Michael

When buying directly from Bose you get a 30 day returns period during which time you are able to try out the goods you have bought.
It's possible that Bose have an arrangement in place with their authorised resellers that allow them to return items that have been tested and returned by customers.


vcristian, why not buy directly from Bose themselves and take advantage of their returns policy?
The QC35 headphones are exactly the same price as John Lewis and there is free delivery and if you do return them, Bose will arrange collection and this is also free.

[Deleted User]

Altarf wrote: »

Would that be in a customer facing role rather than in the marketing strategy department?

Was it John Lewis "Marketing Strategy Department" who "told" you "this exact same thing in the past"?
I sincerely doubt it, because there is no such "department"

There is no such "policy" to accept products back no longer in resalable condition either and obviously someone "in a customer facing role" must have told you otherwise in error.

The actual 90 day returns policy was quoted in the original post way back on page one.

I do concede that some "flexibility" is allowed at the discretion of staff (in senior customer facing roles, of course )

Please point me to any JL branch which has the latest Bose headphones on sale at a discounted rate simply because the box seals have been tampered with.. (I want a pair )

George_Michael wrote: »

It's possible that Bose have an arrangement in place with their authorised resellers that allow them to return items that have been tested and returned by customers.

There is no such arrangement, I'm afraid.

George_Michael wrote: »

vcristian, why not buy directly from Bose themselves and take advantage of their returns policy?

I agree this is a solution which will not leave any retailer out of pocket, although the OP will still certainly have to be careful to return the items in good order of course.