Help needed! John Lewis won't honour a NEFF guarantee

stuart_thefc

Dear All,
Please let me thank you for your comments and I apologise if perhaps my further comments appear ungrateful or just unappreciative of the black and white rules of the law. I lost my Mum on the 7th in Scotland and had to travel alone from Cambridgeshire the following week to sort out her affairs. That same week the fridge broke down and that left my family in a bit of a pickle.
I guess we can all find ourselves in a worse position than we feared at the beginning of 2021 and that relatively minor things, like this, bring out a disproportionate reaction from an otherwise sane person.
I will look to a positive resolution and keep you in the loop.
Many thanks and keep safe and well

davidmcn

the_lunatic_is_in_my_head said:

Would loss of a bargain not come in to play here.
Cost of replacement minus purchase cost (whilst accounting for a year of use)? 

Possibly, though bearing in mind what the OP ought to have is a second hand (but working) fridge freezer, I suspect the value of that is far short of a brand new one.

CardinalWolsey

I wonder whether it actually matters what brand the faulty unit is replaced with - the OP mentions that it is an integrated appliance: this means that it would have a "furniture door" on the outside, which is what makes it match the kitchen. That door would be taken off and attached to any replacement unit, so when the units are closed, they still look identical.

stuart_thefc

So today I have agreed with JL to remove and refund the purchase. They have sited the main reason for this is that it was purchased in store, and that their current online services are not able to support a replacement that was not originally bought via their online store. I even had to send them a copy of my receipt to prove ownership, even though this was stored within my online JL account.
With that in mind and the issue I’ve faced, I would caution any person considering a similar purchase to seek full disclosure on the guarantee offered prior to purchase of a JL clearance or marked-down item. 
Thanks again for all your comments and once I know more on the process I’m now involved with I’ll post a final update.

theonlywayisup

stuart_thefc said:

So today I have agreed with JL to remove and refund the purchase. They have sited the main reason for this is that it was purchased in store, and that their current online services are not able to support a replacement that was not originally bought via their online store. I even had to send them a copy of my receipt to prove ownership, even though this was stored within my online JL account.
With that in mind and the issue I’ve faced, I would caution any person considering a similar purchase to seek full disclosure on the guarantee offered prior to purchase of a JL clearance or marked-down item. 
Thanks again for all your comments and once I know more on the process I’m now involved with I’ll post a final update.

Despite what you think, you have had an excellent outcome.  A full refund on an item you have had a years use from.