John Lewis and returning a product bought online

abmcell

Fosterdog wrote: »

I don't see why the v8 wouldn't be the same in that normal mode will be good enough with just occasionally needing the boost.

I wouldn't have either to be honest, that's what I'm now questioning. I think the normal mode on the v8 is substantially less than that of the normal mode on the v6 in order for them to be able to claim a massive 100% rise in battery life.

On the face of it, it sounds totally backwards. If it is true and they have reduced power on normal settings on the v8 below that of the v6 with the sole purpose of marketing to the public a longer longer life, then it's not far off being a bit naughty on behalf of Dyson. I won't put it stronger than that at this point.

Basically they use max settings on the v8 to market power, then they use a lower than normal mode to market a longer battery life without really displaying to people that power and battery life aren't correlated on the v8.

neilmcl

OK, lets get back to the legalities of your case. Under the CCRs John Lewis cannot simply refuse to allow you to return the cleaner, assuming you are within 14 days of receiving it. However a deduction can be made to take into account the reduced value of the goods as a result of your handling of the item more than was necessary to determine the nature and functioning of the goods. This last bit is key, under the CCRs they clarify handling as the sort of the thing you would normally be able to do in a shop, and as it happens JL do allow customers to demo their vacuum cleaners, incl, Dyson in store.

With this in mind, and again assuming you are withing the period of 14 days you should remind JL of your statutory right to cancel the contract for a full refund.

Also next time I'd advise you to do your research BEFORE buying as it is very clear on the Dyson website what sort of of usage you can expect from a full battery charge.

abmcell

neilmcl wrote: »

OK, lets get back to the legalities of your case. Under the CCRs John Lewis cannot simply refuse to allow you to return the cleaner, assuming you are within 14 days of receiving it. However a deduction can be made to take into account the reduced value of the goods as a result of your handling of the item more than was necessary to determine the nature and functioning of the goods. This last bit is key, under the CCRs they clarify handling as the sort of the thing you would normally be able to do in a shop, and as it happens JL do allow customers to demo their vacuum cleaners, incl, Dyson in store.

With this in mind, and again assuming you are withing the period of 14 days you should remind JL of your statutory right to cancel the contract for a full refund.

Also next time I'd advise you to do your research BEFORE buying as it is very clear on the Dyson website what sort of of usage you can expect from a full battery charge.

Many thanks, I really appreciate it. Lesson learnt and do more research is going to be key. I did read a lot of reviews before hand, some I'm now questioning.

Thanks for the information and pointing me to the CCR's. I wasn't aware of those. It certainly gives me more power when I go back to them tomorrow.

At the moment I've emailed their team again asking them to put in writing why they thing that the regulations don't apply to them or what I have done to breach them.

I'm not a big user of the site but I will come back and update everyone on how it goes so that it helps people in the future if they have something similar.

Thanks again

Voyager2002

Small point, but I understood that John Lewis online sales were separate from the stores; made through a different organisation; and so goods should be returned (and returns arranged) with the online retail unit rather than through the stores.

DCFC79

Voyager2002 wrote: »

Small point, but I understood that John Lewis online sales were separate from the stores; made through a different organisation; and so goods should be returned (and returns arranged) with the online retail unit rather than through the stores.

Yes thats how I would see it.

wealdroam

abmcell wrote: »

Thanks for the information and pointing me to the CCR's. I wasn't aware of those. It certainly gives me more power when I go back to them tomorrow.

Isn't that what I told you about in post#2?

abmcell

wealdroam wrote: »

Isn't that what I told you about in post#2?

You did indeed my friend, I just thought I would thank the other chap as well for taking the time to write his opinion. Just to confirm that you were 100% right in that second post and it helped me write my reply to John Lewis.

Apologies if it made it sound like it didn't, having read it back it could be read like that so I see why you pointed it out.

abmcell

Voyager2002 wrote: »

Small point, but I understood that John Lewis online sales were separate from the stores; made through a different organisation; and so goods should be returned (and returns arranged) with the online retail unit rather than through the stores.

I wasn't aware to be honest, but it was John Lewis Online that advised me to take it into store. Maybe they have some sort of agreement between themselves to use the store as a collection point for returned items. They would also pick up from you so it looks like it is at the consumers discretion to which is easiest.

Bit strange, now that you mention it the guy who answered the phone from JohnLewis.com didn't really seem to have an opinion of his own, he just said he couldn't over ride the store's decision. Seems he probably could have if they were separate entities.

NCC-1701

Voyager2002 wrote: »

Small point, but I understood that John Lewis online sales were separate from the stores; made through a different organisation; and so goods should be returned (and returns arranged) with the online retail unit rather than through the stores.

You can return items via their shops:-


Returns

If you’ve changed your mind about keeping your purchase, please return it in its original condition with proof of purchase and we’ll exchange or refund it. Unless faulty, this should be within 35 days of receiving your order. By original condition, we’d expect this to mean that you’ve kept packaging and labels, and that the item is undamaged and unused.


You can return for free in the UK via John Lewis shops, Royal Mail, Collect+ or MyHermes. If you need to arrange collection of large or heavy items, call us on 03456 049 049.


https://www.johnlewis.com/dyson-v8-absolute-cordless-vacuum-cleaner/p2684022

gycraig_2

According dsr you are allowed to use it to the same limitations you would be able to in a shop.