Your view on John Lewis web purchase and return

agrinnall

I'm looking for a new laptop and I've narrowed the choice to 3 that John Lewis sell. Because I don't want to spend £800 on an item that I haven't seen or checked for ergonomics I went to a store today to see if I could try each of them out. One was there in the exact spec I wanted, and one in similar spec but with a different process, but good enough for my try out. They didn't have the third one in their stock, and having checked other stores there isn't one within 100 miles of me that does have one, so I have no opportunity to handle it before making a decision.


My view is that if I ordered option 3 online and opened it up on receipt so I could try the keyboard for feel, check the lid opening, take a look at ports, etc., but without powering it up, I should be able to return it for a full refund if I decided not to keep it. But the sales person at JL's view was that it's a sealed item and opening the packaging would mean it couldn't be returned. JL's own returns policy (below) seems to bear out my interpretation, and I think the CCRs are on my side too, but I wanted to get a view from those of you who are better versed in consumer law than I am.

If you’ve changed your mind about keeping your purchase, please return it in its original condition with proof of purchase and we’ll exchange or refund it. Unless faulty, this should be within 35 days of receiving your order. By original condition, we’d expect this to mean that you’ve kept packaging and labels, and that the item is undamaged and unused.

POPPYOSCAR

My experience of buying a laptop from them was a bad one.

Got a resolution in the end but had to fight for it.

You may find yourself having to do the same if you decide to return it.

If you are up for it you can argue the point with their head office.

agrinnall

I've sent them an email asking to confirm that their policy does apply, so we'll see what they have to say.

LilElvis

Could you get it delivered to store and then inspect it at the collection desk? They couldn't then argue that your handling had gone over what would be expected.

mobileron

I dont believe any retailers would offer what you require. How would you feel if your £ 800 laptop came as opened with all sorts of crap installed.
No way will they give you a refund.

CardinalWolsey

mobileron wrote: »

I dont believe any retailers would offer what you require. How would you feel if your £ 800 laptop came as opened with all sorts of crap installed.
No way will they give you a refund.

Many laptops come pre-installed with "all sorts of crap" anyway. But the OP isn't suggesting that they power on, just inspect. I'm not sure a retailer would allow you to do this in store, other than with a display model, as ultimately they will end up having to sell it for less money. Does the OP's local PC showroom have one they can go and inspect, and then buy from JLP?

gettingtheresometime

Why not just find a non JL store that stocks it?


You never know they may do you a deal better than JL.

ChrisK....._3

Morally you should find a product you can try before you buy. Distance selling regs are there to protect consumers and not to save you leg work and reasonable research. If your £800 laptop arrived with had the packing missing and finger marks all over you simply would not pay for it, so you shouldn't expect Lewis to pick up these pieces just because you want to try before you buy

agrinnall

mobileron wrote: »

I dont believe any retailers would offer what you require. How would you feel if your £ 800 laptop came as opened with all sorts of crap installed.
No way will they give you a refund.

I'm interested in how you think "all sorts of crap installed" could happen when I have clearly stated that I'm not intending to power it up.

agrinnall

gettingtheresometime wrote: »

Why not just find a non JL store that stocks it?


You never know they may do you a deal better than JL.

I have tried that but the only place I've found it is Amazon, which doesn't get me any further forward.

agrinnall

ChrisK..... wrote: »

Morally you should find a product you can try before you buy. Distance selling regs are there to protect consumers and not to save you leg work and reasonable research. If your £800 laptop arrived with had the packing missing and finger marks all over you simply would not pay for it, so you shouldn't expect Lewis to pick up these pieces just because you want to try before you buy

As I've said, it's not available at any JL store within 100 miles of me, they could quite easily have demonstration models available but have chosen not to. The rest of your argument would mean that nobody could ever buy online and return something because they decide it's not for them, are you advocating that? If so it's a massive change to the way online purchasing is currently used.