Wrong item sent to me by John Lewis

titchyyyy

Hello all.

I ordered a Samsung Galaxy Tab S4 for my dads birthday, it cost me £549 and I received the parcel yesterday.

I got round to opening the parcel last night to wrap it up only to find that they'd sent me an Amazon Fire tablet instead. I'm absolutely fuming as doing some research this morning, they've sent me a tablet worth around £80! Not to mention it is my dads birthday next Wednesday.

Where do my rights exist with this? I will be phoning them up later but I'd like to know my rights before I make this call as I'm trying to stay as calm as possible.

Thank you.

Zandoni

titchyyyy wrote: »

Hello all.

I ordered a Samsung Galaxy Tab S4 for my dads birthday, it cost me £549 and I received the parcel yesterday.

I got round to opening the parcel last night to wrap it up only to find that they'd sent me an Amazon Fire tablet instead. I'm absolutely fuming as doing some research this morning, they've sent me a tablet worth around £80! Not to mention it is my dads birthday next Wednesday.

Where do my rights exist with this? I will be phoning them up later but I'd like to know my rights before I make this call as I'm trying to stay as calm as possible.

Thank you.

Just phone them up and tell them what has happened, hopefully they will exhange it ASAP. Was there any paperwork in the packaging stating it's contents?

titchyyyy

Zandoni wrote: »

Just phone them up and tell them what has happened, hopefully they will exhange it ASAP. Was there any paperwork in the packaging stating it's contents?

Thanks for a quick reply.

I didn't receive anything in the package apart from the Fire Tablet. No paperwork stating what I had ordered, although I guess that's because I ordered online?

This is my first time ordering from JL since Amazon didn't have it in stock so I'm a little bit inexperienced dealing with this company, I've heard such horror stories on this forum about them.

Hopefully they'll be able to exchange or do a refund on return like Amazon would do, I'm quite angry about the situation tbh.

Tigsteroonie

So their warehouse has made a picking mistake - it's annoying but can happen. I'd stay your anger until you've called them to discuss the matter.

Zandoni

John Lewis are an excellent company to deal with, hopefully they know they have sent out the wrong product. Whatever you do don't take out your anger on the person who answers the phone, it's not their fault.

LadyDee

I simply can't understand somebody taking the time to join a forum, find the right board and then posting a question about their "rights", instead of picking up the phone, speaking to CS at John Lewis and asking them to sort it out (without fuming and losing one's temper).

Tigsteroonie

LadyDee wrote: »

I simply can't understand somebody taking the time to join a forum, find the right board and then posting a question about their "rights", instead of picking up the phone, speaking to CS at John Lewis and asking them to sort it out (without fuming and losing one's temper).

In their defence, they became MSE members nearly five years ago. On the other hand, as they haven't posted until now, you'd think they'd know that consumer information is available on the main MSE site ...

https://www.moneysavingexpert.com/shopping/consumer-rights-refunds-exchange/

Dean000000

LadyDee wrote: »

I simply can't understand somebody taking the time to join a forum, find the right board and then posting a question about their "rights", instead of picking up the phone, speaking to CS at John Lewis and asking them to sort it out (without fuming and losing one's temper).

Not often I’ll defend a ‘ranty’ Op, but to be fair, they opened it last night, and posed this morning (before jl customer service will be open)

So they may well be just getting their ducks in a row.

That said: op, as someone said before don’t be angry, they won’t have done this on purpose to try and dupe, mislead or ‘rip you off’

If you explain birthday thing, and time criticality, they may allow you to return to a store and pick up the thing.

Failing that, they may be able to get the correct thing posted.

My advice: be nice, explain you understand they made an error - but that it’s for an important birthday, and see what they can do.

Start aggressively, mentioning the words compensation (not saying you would) or being rude will not endear you to the person on the other end of phone....

They will sort this for you

titchyyyy

I'm sorry if I come across as angry and ranting, I'm not usually one to be so. Disregard the anger and 'fuming' to just be a little concerned.

I was only trying to gather some information before I rang the number. I only opened the package last night. I actually didn't realise they were open at 11pm tbh.

I've phoned this morning, explained the situation and they've told me they'll refund me once they receive the item back and then I can re-order.

Thanks for all the advice.

DCFC79

titchyyyy wrote: »

I'm sorry if I come across as angry and ranting, I'm not usually one to be so. Disregard the anger and 'fuming' to just be a little concerned.

I was only trying to gather some information before I rang the number. I only opened the package last night. I actually didn't realise they were open at 11pm tbh.

I've phoned this morning, explained the situation and they've told me they'll refund me once they receive the item back and then I can re-order.

Thanks for all the advice.

Can you return it via a Waitrose store ?

miniemma

DCFC79 wrote: »

Can you return it via a Waitrose store ?

Only if the original order was a click and collect via Waitrose I believe. Unless they have changed this policy recently?

As a side note, I always ask for click and collect with John Lewis so that I can open and check the parcel contents there in the shop.