Faulty boots from John Lewis

Antoknee

Hi all,

I purchased a pair of men’s Dune boots in John Lewis less than three months ago, and noticed that the sole is beginning to detach from the side of the left boot. I brought the shoes to the store today with my receipt, showed them the fault but the manager claimed that there isn’t a guarantee with the shoes and it’s outside of their returns window. He also stated that the boots looked significantly worn, but did concede he still wouldn’t expect this to happen to them.

He said I could contact Dune about them but John Lewis wouldn’t do anything about it.

What are my rights in this situation? I wasnt well enough prepared today but they were expensive boots and I don’t think it’s acceptable. Thanks in advance!

Les79

I suspect that you may have been fobbed off... My understanding is that, within the first 6 months, the onus is on the retailer to show that the issue wasn't due to an inherent fault.


It does sound like you've potentially over-used them so it could backfire, but if they were to send the item back to the manufacturer/get a fault report which identifies an inherent fault then you'd be entitled to a refund/replacement/repair (their choice).


Google your "consumer rights" (or wait for another poster to clarify further) and then push them a bit further with regards to this.


If that doesn't work then you may well be in for a mitherous path which involves an MCOL (small claims court) claim.

MrsDuck

From what I understand by reading the Martin Lewis website about consumer rights where purchasing goods is concerned, as you have your receipt and bought the shoes less than 6 months ago, the retailer has a responsibility to issue you with either a repair or replacement, but not necessarily a refund. The goods must last a "reasonable amount of time" according to Martin Lewis and although this definition is somewhat vague, the fact that the the manager agreed with you on this point works in your favour

Savannah02K

John Lewis are treating customers disgracefully now. I've just posted on another thread that after being in complaints hell with them for almost 2 months and just going round in circles (when I could actually get someone to answer the damn phone!), the only way I got a response was to threaten to hit social media big time. The high street is tough going now, they need to be reminded that the way to make it easier for themselves is not to p off their customers but treat them fairly and properly.

unholyangel

Savannah02K wrote: »

John Lewis are treating customers disgracefully now. I've just posted on another thread that after being in complaints hell with them for almost 2 months and just going round in circles (when I could actually get someone to answer the damn phone!), the only way I got a response was to threaten to hit social media big time. The high street is tough going now, they need to be reminded that the way to make it easier for themselves is not to p off their customers but treat them fairly and properly.

Actually its not. The reason we've seen companies taking a harder line with returns etc is because they've realised people don't care about good customer service as much as they care about saving £20 off the price. Also because customers have a habit of abandoning companies for one bad experience despite the dozens of good experiences they had before that one bad one.

Savannah02K

unholyangel wrote: »

Actually its not. The reason we've seen companies taking a harder line with returns etc is because they've realised people don't care about good customer service as much as they care about saving £20 off the price. Also because customers have a habit of abandoning companies for one bad experience despite the dozens of good experiences they had before that one bad one.

But the flooring issue wasn't the first bad experience I had of them in 2018. First was going into store to buy a new tumble dryer only to be told by very pushy salesman, that no, JL don't do Hotpoint tumble dryers any more and they don't do any vented dryers at all now. Then went to another JL store in another town and found both on shopfloor, checked website, yep, both on line as well. Then bought so called 'bathroom light' and fittings rusted within 2 weeks of use, and before you ask, no it's not anywhere near the shower and the room is well vented.

But .......... it's not the actual product faults/mis information that's the problem, it's the way they are now running Customer Services. You only have to google flooring/curtain complaints at John Lewis to see that since these services were centralised in Manchester, there have been thousands of complaints. People who ordered curtains back in April 2018 are still waiting for either product or refund. I had to initiate every single contact with regard to my complaint. They never called me back when they said they would, I never got the same person twice, I had to go through the whole thing every time as the folks on the other end of the phone didn't seem to have full set of notes, and I'm still flinching at the one response I got 'It's taking us so long to sort out your complaint because of all the other complaints we've got.' What??!?!!! Nope, JL have lost it, just another high street retailer no, USP is no longer customer service is best.

kadeshuk

Until this month I did not realise how bad John Lewis had become. My last experience of product replacement was when we purchased a Samsung LCD television which proved to have a faulty speaker connection. I returned it to the store and was immediately given a replacement. This year , now living in France, we ordered a set of towels , on sale as they were changing the tape on them so discounted the old stock. All were perfect with one exception which had 4 runs including a 6 inch one. As we were not in the UK I did all contact by email. My very first reply from them asked for details which were already on the email. I replied pointing this out and was then asked for photographs. I supplied them. Then I was told that I could not be dealt with as I had ordered them as a visitor purchase through my Facebook account. I actually had a John Lewis account, so I forwarded the details to them. The last email from them said that my complaint would be passed to their International Comlaints section who would reply within 48 hours and offer me a choice of how to proc!d!. Very frustrating , as all along I asked for a replacement as it was part of a set. That was 10 days ago. I have emailed them 3 times in the interim, and had no reply. At this point I looked for reviews and realised how bad their Customer Service department had become. I believe that it has been outsourced to Capita . Known as Crapita in Private Eye. To say that I am irritated does not cover it. Damn disgrace and he’ll mend them!

CardinalWolsey

General JLP criticism is somewhat off topic for the OP. If only there was somewhere on this website people could go and vent their ire, voice their criticism, or even - perhaps - praise a company for their service. Oh, wait...