John Lewis Return - Distance Selling

bfg85

Hello,



I bought an Xbox one on the 18th of December as a christmas present, I know nothin about consoles, so this ended up being "not a playstation" so I went to exchange for a ps4 - but they are all out of stock



My credit card has a faulty chip and I only use it for online purchases, when I went in to get an exchange, finding out there were no ps4's I asked for a refund.


John lewis said the refund must go onto the same card but since it was faulty they couldn't do that(I had it with me, my full uk driving license and two bank cards with my name on it) and they would have to give it to me as a gift voucher. On the drive home, i got to thinking that this was the incorrect way for them to have handled it


As far as i'm aware, within 14 days - distance selling/current regs name, they must refund if asked?


Am I correct here? Surely they'd have a way of refunding it to the same card if it was damaged or lost/stolen?

Les79

Well, I'm assuming that you bought said item online?


If so then you need to return the item by post to their returns address. They can then process a refund via the original payment method (credit card without use of chip and pin).


Going into store is generally not an acceptable way of returning online orders, so anything they offer you in store is likely above and beyond in terms of customer service. Vouchers may be a good option which will allow you to purchase the PS4 (which I suspect you have purchased elsewhere at this point?). Aside from that, get your credit card replaced.

bfg85

The receipt said I could either take it to John Lewis, Waitrose(none here) or post it to them


I will be buying from John Lewis anyway, for the 2 year guarantee, so my plan as it stands, due to the gift card refund, is to wait for it to come back in stock, buy it click and collect online using my CC, do a refund/repurchase at the Click and Collect counter using the gift card instead.


I'm sure though that under the 14day distance regs a full refund must be given

KatrinaWaves

You could have had a full card refund had your card not been faulty. You were offered it.

If you had chosen to update your faulty card previously this would be a non issue. If you had chosen to return via post due to your faulty card not working ‘in person’ it would be a non issue. As you are happy to use JL gift vouchers it is still a non issue. Basically it’s a non issue

theonlywayisup

How do you expect them to refund to a card that is faulty?

What did you want them to do?

Cetshwayo

bfg85 wrote: »

My credit card has a faulty chip and I only use it for online purchases

In the meantime ask for a replacement credit card.

bfg85

I did, just before christmas, even if a new card had arrived then surely the "refund to same card" would also not work

ssparks2003

The replacement card will still have the same 16 numbers on it with the same expiry date so it will be the same card

davidmcn

theonlywayisup wrote: »

How do you expect them to refund to a card that is faulty?

Ideally, using the same method that they'd use if the cardholder wasn't present. Is it actually a requirement of the card issuers that you need to chip + PIN for refunds? Is there some sort of risk of fraudsters sending credits to your account?

agrinnall

If you'd just given them a different card without saying anything it's pretty likely that the refund would have gone through OK, I've done it at JL (by mistake) and got the refund without any problem.

bris

If you did the return online then they could have processed the card online and the refund would have went through. Because you went to the store they needed to use the machine. They couldn't because of your faulty card. They can't do a customer not present transaction in store.


Why on earth would you buy it with the card again just to get it refunded and by again with the gift card? What are you thinking? I'm lost with this plan. Make it easy and just buy it with the gift card.