john lewis delivered wrong fridge freezer

phatbear

Wondered if someone could give a steer on an issue which has arisen.

Couple of weeks ago popped into a local john lewis/waitrose and noticed they had a sale of end of line fridge freezers anyway we needed one so bought one on the spot (siemens £350, which was a bargain) anyway due to the size and having other things to do we asked for delivery, no probs gave us a date of yesterday.

So the delivery driver arrives and cos its ex-display its wrapped in bubble wrap so they moved it into the kitchen told me not to plug it in for 6 hours, which wasnt as issue as i was heading to work and they left.

I get home from work late in the evening and unwrap the fridge freezer and despite it stating it was a siemens on the delivery note what was in front of me was a samsung, which was even more exepensive however due to size issues its a tad too deep.

So back to the shop today and its come to light that they have delivered my fridge freezer to someone else and i have theres, they got theirs 5days ago. So John Lewis wont contact the customer as they havent realised and contacted them and the ff would now be second hand anyway.

So they came up with three options 1. keep the samsung, which i like but alas it wont have any space behind it for airflow, 2, get my money back and they will take the samsung back, 3. they would find me a suitable replacement, as the siemens was an end of line fridge, which i agreed to.

Fastforward to 3 hours later and just got an email which states the only other fridge they can find to suit is £300 more but they want me to stump another £150 and they will contribute the other £150, however i had no intention of paying, what would end up being £500 for a fridge.

So what are my options as im a tad peeved they have sold and delivered my item, which i have already paid for, to someone else.

Sorry its long but wanted to give the fullest picture possible

pinkshoes

I cannot see what JL is doing wrong here.

They have offered to collect the FF and give you a full refund so you are back in the position where you started.

They have even offered to go halves on the extra for a more expensive model, which again sounds very reasonable.

So either agree the full refund and return, keep it, pay the £150 and get an even better one, or you could perhaps see if there is a cheaper one and see if they would do it for even less?

JamoLew

Looks like its Option 2 then

powerful_Rogue

phatbear said:

Wondered if someone could give a steer on an issue which has arisen.

Couple of weeks ago popped into a local john lewis/waitrose and noticed they had a sale of end of line fridge freezers anyway we needed one so bought one on the spot (siemens £350, which was a bargain) anyway due to the size and having other things to do we asked for delivery, no probs gave us a date of yesterday.

So the delivery driver arrives and cos its ex-display its wrapped in bubble wrap so they moved it into the kitchen told me not to plug it in for 6 hours, which wasnt as issue as i was heading to work and they left.

I get home from work late in the evening and unwrap the fridge freezer and despite it stating it was a siemens on the delivery note what was in front of me was a samsung, which was even more exepensive however due to size issues its a tad too deep.

So back to the shop today and its come to light that they have delivered my fridge freezer to someone else and i have theres, they got theirs 5days ago. So John Lewis wont contact the customer as they havent realised and contacted them and the ff would now be second hand anyway.

So they came up with three options 1. keep the samsung, which i like but alas it wont have any space behind it for airflow, 2, get my money back and they will take the samsung back, 3. they would find me a suitable replacement, as the siemens was an end of line fridge, which i agreed to.

Fastforward to 3 hours later and just got an email which states the only other fridge they can find to suit is £300 more but they want me to stump another £150 and they will contribute the other £150, however i had no intention of paying, what would end up being £500 for a fridge.

So what are my options as im a tad peeved they have sold and delivered my item, which i have already paid for, to someone else.

Sorry its long but wanted to give the fullest picture possible

Your options are highlighted in bold above. You could ask them to see if they can source a FF that is of the same price. However if that's not possible looks like you'll have to accept a refund.

ssparks2003

What do you expect them to do? Locate the miss delivered fridge, forcibly remove it and deliver it to you, only for you to come back here complaining that JL has delivered you a used fridge. Its end of line, they have no more.

Since option 1 will not fly, and despite JL trying there best you are not content with the proposal regarding option 3. I guess you get your money back, and you are no worse off than before you started.

phatbear

pinkshoes said:

I cannot see what JL is doing wrong here.

They have offered to collect the FF and give you a full refund so you are back in the position where you started.

They have even offered to go halves on the extra for a more expensive model, which again sounds very reasonable.

So either agree the full refund and return, keep it, pay the £150 and get an even better one, or you could perhaps see if there is a cheaper one and see if they would do it for even less?

Thanks everyone for your responses thus far.

As far as not seeing what John Lewis are doing wrong, being in the middle of it, i see both sides i appreciate the gesture but ultimately they have taken something that was my property, and given it to someone else, which is a tad frustrating.

Add to that as of next week im back to working away from home and so wont actually be at home for a few weeks to deal with a collection, I know thats not their fault and they have no control over that but its a further frustration.

And the final kick in the backside is through work I got some cheaper john lewis vouchers, which i paid with, and assume they will refund via the same medium and we rarely shop in waitrose.

1st world problems I know!

phatbear

ssparks2003 said:

What do you expect them to do? Locate the miss delivered fridge, forcibly remove it and deliver it to you, only for you to come back here complaining that JL has delivered you a used fridge. Its end of line, they have no more.

Since option 1 will not fly, and despite JL trying there best you are not content with the proposal regarding option 3. I guess you get your money back, and you are no worse off than before you started.

sorry am i complaining? i was merely wondering what my options are, of course i dont expect them to kick someones front door in to get my fridge back etc.

Thanks for the tone and input.

photome

pinkshoes said:

I cannot see what JL is doing wrong here.

They have offered to collect the FF and give you a full refund so you are back in the position where you started.

They have even offered to go halves on the extra for a more expensive model, which again sounds very reasonable.

So either agree the full refund and return, keep it, pay the £150 and get an even better one, or you could perhaps see if there is a cheaper one and see if they would do it for even less?

I can

JL should do the right thing and source a similar spec fridge that will fit , without the OP having to pay extra.

they have also overcharged the other customer, so I hope they are going to refund them

pinkshoes

photome said:

pinkshoes said:

I cannot see what JL is doing wrong here.

They have offered to collect the FF and give you a full refund so you are back in the position where you started.

They have even offered to go halves on the extra for a more expensive model, which again sounds very reasonable.

So either agree the full refund and return, keep it, pay the £150 and get an even better one, or you could perhaps see if there is a cheaper one and see if they would do it for even less?

I can

JL should do the right thing and source a similar spec fridge that will fit , without the OP having to pay extra.

they have also overcharged the other customer, so I hope they are going to refund them

It’s an end of line ex display model, so I would imagine there are no more. As this would be the simplest solution I’m sure JL would have done this if it were possible. 

I’m surprised the other customer didn’t want their original fridge back. Whatever JL agree with them is irrelevant to the OP.

You sounds a little bitter with JL...

photome

pinkshoes said:

photome said:

pinkshoes said:

I cannot see what JL is doing wrong here.

They have offered to collect the FF and give you a full refund so you are back in the position where you started.

They have even offered to go halves on the extra for a more expensive model, which again sounds very reasonable.

So either agree the full refund and return, keep it, pay the £150 and get an even better one, or you could perhaps see if there is a cheaper one and see if they would do it for even less?

I can

JL should do the right thing and source a similar spec fridge that will fit , without the OP having to pay extra.

they have also overcharged the other customer, so I hope they are going to refund them

It’s an end of line ex display model, so I would imagine there are no more. As this would be the simplest solution I’m sure JL would have done this if it were possible. 

I’m surprised the other customer didn’t want their original fridge back. Whatever JL agree with them is irrelevant to the OP.

You sounds a little bitter with JL...

Not at all bitter with JL, dont know how you come that conclusion.
you said that JL hadnt done anything wrong, I think they have, to 2 customers.That was the jist of my post.