John Lewis - no item/no refund

domelsnake

Hello all,

Around November last year my wife bought a 12 piece dinner set. Unfortunately the color wasn't really what we were expecting to see or what the pictures on the website were showing, therefore we have decided to return it back (hassle free returns by John Lewis...). The courier has been arranged by John Lewis. Few days later Hermes arrived and collected the parcel. I remember asking the lady if she would like me to take the box to her car due to the fact it was 12 piece set and the box was quite heavy.

Few weeks later we have contacted John Lewis as we haven't received the refund. John Lewis replied that they haven't received anything and asked if we can provide the receipt. I have provided the receipt given by the courier, unfortunately they replied this hasn't been scanned properly and they can't find it. I have provided them with a copy of the label which has been placed on the parcel and they went quiet for couple more weeks again.

In the meantime I have spoken to the courier as it has been the same lady for the last 5 years in the area, and she has confirmed there is no way the parcel has not been scanned as the system wouldn't let her complete the collection. I have provided all the additional info to John Lewis and few days later they have replied saying that the parcel has now been delivered/found, unfortunately they can not accept the item (without any reasoning) and they will be returning parcel back to us.

Moreover, they have informed us that we could take it to the store to discuss the matter with John Lewis representative.

Few emails later when we refused to accept the item back, they have changed their statement saying the parcel was empty accusing us of stealing.


We have opened a PayPal dispute, as that was the original payment method, unfortunately PayPal informed us there is nothing they can do.

Please advise on what else could we do to get our money back.