John Lewis - failure to refund or replace

Kirsten51

I ordered two apple watches for delivery from John Lewis for Christmas gifts. When the delivery came it was Amazon, apparently contracted from John Lewis. The package was open and only one watch was inside and I refused delivery. Various phone calls to JL have still not resulted in either a replacement or a refund. Today they are saying they need to wait for the watch I refused to be returned to them and then 7-10 working days for a refund so no real time frame and very little likelihood of it being before Christmas. Do I ask the credit card company to reverse the payment or is there something I can do to get JL to play ball. As far as I can see my contract is with JL and they are simply stalling.   

mab3000

When did you order the watches and when was delivery attempted? 

Thrugelmir

Return items have to be processed first. Not going to take your word for it. 

Gers

Kirsten51 said:

I ordered two apple watches for delivery from John Lewis for Christmas gifts. When the delivery came it was Amazon, apparently contracted from John Lewis. The package was open and only one watch was inside and I refused delivery. Various phone calls to JL have still not resulted in either a replacement or a refund. Today they are saying they need to wait for the watch I refused to be returned to them and then 7-10 working days for a refund so no real time frame and very little likelihood of it being before Christmas. Do I ask the credit card company to reverse the payment or is there something I can do to get JL to play ball. As far as I can see my contract is with JL and they are simply stalling.   

Amazon?  Do you mean Apple - can't see any connection to Amazon here.

wizzywig27

Kirsten51 said:

I ordered two apple watches for delivery from John Lewis for Christmas gifts. When the delivery came it was Amazon, apparently contracted from John Lewis. The package was open and only one watch was inside and I refused delivery. Various phone calls to JL have still not resulted in either a replacement or a refund. Today they are saying they need to wait for the watch I refused to be returned to them and then 7-10 working days for a refund so no real time frame and very little likelihood of it being before Christmas. Do I ask the credit card company to reverse the payment or is there something I can do to get JL to play ball. As far as I can see my contract is with JL and they are simply stalling.   

I have been quoted 7-10 days for refunds previously by multiple companies (including JL) and they have always been much quicker - I think they 7-10 days is just to set expectations.

When I raised a claim through Halifax Credit Card and Barclaycard earlier in the year, I had to wait ages for my refund.

Halifax - one was for premier league tickets which obviously got cancelled, the other was for an undelivered item - the tickets took weeks (maybe even months) and the non-receipt of items was fairly quick.

Barclaycard - was for a holiday, naturally this took MONTHS, probably about 5 in total before it was closed and finalised.

sheramber

Gers said:

Kirsten51 said:

I ordered two apple watches for delivery from John Lewis for Christmas gifts. When the delivery came it was Amazon, apparently contracted from John Lewis. The package was open and only one watch was inside and I refused delivery. Various phone calls to JL have still not resulted in either a replacement or a refund. Today they are saying they need to wait for the watch I refused to be returned to them and then 7-10 working days for a refund so no real time frame and very little likelihood of it being before Christmas. Do I ask the credit card company to reverse the payment or is there something I can do to get JL to play ball. As far as I can see my contract is with JL and they are simply stalling.   

Amazon?  Do you mean Apple - can't see any connection to Amazon here.

Somebody else reported a John lLewis delivery from Amazon.

born_again

Kirsten51 said:

I ordered two apple watches for delivery from John Lewis for Christmas gifts. When the delivery came it was Amazon, apparently contracted from John Lewis. The package was open and only one watch was inside and I refused delivery. Various phone calls to JL have still not resulted in either a replacement or a refund. Today they are saying they need to wait for the watch I refused to be returned to them and then 7-10 working days for a refund so no real time frame and very little likelihood of it being before Christmas. Do I ask the credit card company to reverse the payment or is there something I can do to get JL to play ball. As far as I can see my contract is with JL and they are simply stalling.   

You can not simply get the payment reversed.
Do you have proof of what they tried to deliver or that it was taken back?