JOHN LEWIS & PTNRS - Bespoke Goods

unholyangel

DejayK said:

unholyangel said:

Everyone's getting sidelined over how its priced. That only matters if OP wants to reject just some of the goods.

It's moot because the consumer rights act explicitly states that where some of the goods conform and some don't, you have the option of: 
1) Keeping all the goods
2) Rejecting all the goods
3) Keeping all the goods that conform and rejecting all the goods that don't conform. 

If goods form a commercial unit then you need to accept or reject as a commercial unit. 

Hi and Thank You. This is the key point JL seem to be rejecting. It is fair to say that we would have initially accepted repairs/replacements but their whole service has been appalling. It is difficult to explain but after the initial excitement of our order, the process has been so upsetting, we have come to loath the design scheme and John Lewis Home Services in particular. How do you suggest we proceed, given the current (much more important) crisis?

Tbh I'd point out the exact section of the CRA to them and also quote the accompanying explanatory notes to them. I especially don't see how they can reject it given the explanatory notes spell it out pretty much in the same fashion I have. 

If that doesn't work then s75 claim if paid by credit card and each item was over £100 or if that doesn't apply, then a letter before action setting out your grounds for a claim and giving them 14 days to refund in full. 

unholyangel

For clarity, this is what the explanatory notes (which form part of the Consumer Rights Act 2015) say:

122.This section clarifies the consumer’s rights around partial rejection of goods. If the consumer has the right to reject the goods because some or all of them do not conform to the contract then the consumer can reject some or all of them. If the consumer rejects only some of the goods they cannot reject any of the goods which do conform to the contract. That is, the consumer can:
reject all of the goods (conforming and non-conforming)
reject all of the non-conforming goods (but none of the conforming goods); or
reject some of the non-conforming goods (and keep some of the non-conforming goods and all of the conforming goods).

So you are exercising the first option (in bold) and not the second or third. 

DejayK

unholyangel said:

For clarity, this is what the explanatory notes (which form part of the Consumer Rights Act 2015) say:

122.This section clarifies the consumer’s rights around partial rejection of goods. If the consumer has the right to reject the goods because some or all of them do not conform to the contract then the consumer can reject some or all of them. If the consumer rejects only some of the goods they cannot reject any of the goods which do conform to the contract. That is, the consumer can:
reject all of the goods (conforming and non-conforming)
reject all of the non-conforming goods (but none of the conforming goods); or
reject some of the non-conforming goods (and keep some of the non-conforming goods and all of the conforming goods).

So you are exercising the first option (in bold) and not the second or third. 

Thank you so much. This is exactly what I was searching for. John Lewis kept telling me verbally and by email that I didn't have the legal right to return the complete order and that I should accept a repair/ replacement. It's a shame because this could have been sorted out much earlier and before such animosity was created.