John Lewis and returning a product bought online

neilmcl

gycraig wrote: »

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

I've already stated that, and it's not the DSR it's the CCR.

wealdroam

gycraig wrote: »

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

The OP received that information in the first reply on the thread, but I suppose it's good to have confirmation. Thanks.

abmcell

Thanks to everyone. I spoke to someone at JohnLewis.com over the phone today just to see if they had any update on the correspondence I sent them on ver email. To be very fair to him this guy seemed a lot more switched on and said the advice from the first group (in store) and subsequent calls were not correct.

He's now getting it sorted and has called the Leeds branch, the person who he spoke to there also agreed that it didn't sound correct and both are dealing with it.

The chap on the phone just said it doesn't really reflect the John Lewis brand to be have acted the way they did, which is nice of them.

Sounds like it could be down to just a bit of retraining for a few people who work there which is no big issue, these things happen. The advice on here certainly helped me feel more sure of my position and contributed enormously when I went back to them.

Looks like it is in the final straight, will confirm on the final completion of the refund and return of the product but looks like thumbs up!

Wanderingpomm

In order to return something under distance selling regulations it has to be unused and returned in the same condition you bought it. This item has been used and is operating as per its advertising so you have no right of return

wealdroam

Wanderingpomm wrote: »

In order to return something under distance selling regulations it has to be unused and returned in the same condition you bought it. This item has been used and is operating as per its advertising so you have no right of return

This too was addressed in the first response on this thread.

Under The Consumer Contract Regulations (formerly The Distance Selling Regulations) the seller cannot refuse an order cancellation within the prescribed period.

However, having accepted the cancellation and the return of the goods, they can reduce the refund blah, blah... re-read post#2 and post#13 for that detail.

abmcell

Wanderingpomm wrote: »

This item has been used and is operating as per its advertising so you have no right of return

I'd also disagree with this, it doesn't mention the 6-7 minutes power issue. The John Lewis website says 40 minutes. Anyway that's been gone though already on here so people can make their own mind's up on it I guess.

On a side note I have just left a review on the Dyson website for the v8. I wonder what the chances are that it will be published? I genuinely wonder if they will because it is politely negative, but goes into detail.

meer53

abmcell wrote: »

I'd also disagree with this, it doesn't mention the 6-7 minutes power issue. The John Lewis website says 40 minutes. Anyway that's been gone though already on here so people can make their own mind's up on it I guess.

On a side note I have just left a review on the Dyson website for the v8. I wonder what the chances are that it will be published? I genuinely wonder if they will because it is politely negative, but goes into detail.

John Lewis aren't the manufacturer so you should look at the specifications on the Dyson website, not John Lewis.

neilmcl

meer53 wrote: »

John Lewis aren't the manufacturer so you should look at the specifications on the Dyson website, not John Lewis.

Wrong. It's up to the retailer to ensure the item advertised fully meets it's specification, after all this is who the buyer has the contract with. Whilst it would've been preferable had the OP done his research properly before buying the vacuum he's under no obligation other than to trust what the retailer is advertising.

neilmcl

abmcell wrote: »

On a side note I have just left a review on the Dyson website for the v8. I wonder what the chances are that it will be published? I genuinely wonder if they will because it is politely negative, but goes into detail.

It may have been better if you left a review with John Lewis asking them to publish the full specifications, including the 7 minute limit on Max setting.

abmcell

neilmcl wrote: »

It may have been better if you left a review with John Lewis asking them to publish the full specifications, including the 7 minute limit on Max setting.

I'm not 100% sure, I do see your point but for me having a look at the websites of different retailers of the product and what Dyson are claiming. These retailers must be getting their information from somewhere and the spec sheets on each retailer are exactly the same format and order, suggesting it's Dyson's own spec sheet.

Dyson have replied to me via email saying that the normal mode power on the v8 is the same as the v6. For fairness here is their reply for those that want to read it. From what they say, it is clear that they say I'm wrong in thinking that the normal mode power settings are different. If that is true, a 100% increase in battery duration is quite a leap forward and I congratulate them on that.

"Hello,

Thank you for leaving a review of your V8.

I'm sorry about your disappointment in the machine and I'm glad to read that you have been able to return it for a refund.

I would like to clarify that the suction power of the V8 in normal mode is the same as the V6 in normal mode. The MAX mode is more powerful, giving 115 AW compared to 100 AW of the V6.

The run time should be up to 26 minutes with the motorised heads, compared to 17 minutes of the V6.

I would recommend, for future queries, getting in touch with us directly to learn about the products you might be interested in and for more information."