Poor sound quality headphones, can I return or exchange?

I bought a pair of headphones from John Lewis last week online and the sound quality is poor.
I've had much cheaper headphones with better quality sound.
I paid £85 with a credit card.
I've called technical support and they've told me the headphones are not faulty and they can't help me.
I want a refund or exchange. Any suggestions?
Thanks.




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Comments

  • Aylesbury_Duck
    Aylesbury_Duck Posts: 15,474 Forumite
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    You can return an online purchase for a full refund within 14 days of receipt, if you haven't handled them beyond what you could have done in store, and subject to hygiene stipulations.
  • pbartlett
    pbartlett Posts: 1,397 Forumite
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    with jl there is usually a returns label with the product
  • coffeehound
    coffeehound Posts: 5,741 Forumite
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    Have you given them a good 'running in' period?  Some phones do take some hours use to loosen up.
  • photome
    photome Posts: 16,625 Forumite
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    Have you given them a good 'running in' period?  Some phones do take some hours use to loosen up.
    Are you saying the sound from headphones changes after a period of “run in” or am I missing something
  • Aylesbury_Duck
    Aylesbury_Duck Posts: 15,474 Forumite
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    photome said:
    Have you given them a good 'running in' period?  Some phones do take some hours use to loosen up.
    Are you saying the sound from headphones changes after a period of “run in” or am I missing something
    That's exactly it.  They do run in through use and the output changes as a result. 
  • coffeehound
    coffeehound Posts: 5,741 Forumite
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    photome said:
    Have you given them a good 'running in' period?  Some phones do take some hours use to loosen up.
    Are you saying the sound from headphones changes after a period of “run in” or am I missing something
    Correct.  This was definitely a noticeable thing with both my Sennheiser (sp?) ear buds and some Panasonics on-ear ones bought in recent years.
  • coasat
    coasat Posts: 5 Forumite
    Part of the Furniture First Post Combo Breaker
    Have you given them a good 'running in' period?  Some phones do take some hours use to loosen up.
    Thanks for your suggestions.
    Yes, I've used them for a few hours and the sound has not improved.
    Is there any way I can return or exchange the headphones?
  • MalMonroe
    MalMonroe Posts: 5,783 Forumite
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    coasat said:
    Have you given them a good 'running in' period?  Some phones do take some hours use to loosen up.
    Thanks for your suggestions.
    Yes, I've used them for a few hours and the sound has not improved.
    Is there any way I can return or exchange the headphones?
    I have to say that I have never, ever had a problem with returning goods to John Lewis, whether they have been faulty or not. 

    The link from sheramber tells you what to do if the goods are faulty. I'm not sure how they can say the headphones aren't faulty if they've not even looked at them.

    Anyhow, by law you are entitled to a full refund or a replacement because the headphones are not fit for purpose.  £85 is too much to lose just because someone you spoke to at JL can't be bothered to tell you the correct procedure. 

    Don't contact technical support, this is the phone number they say to use when you want to return faulty items - 03456 100 342.

    I'd also be tempted to complain about that very unhelpful technical support member of staff you spoke to in the first instance.
    Please note - taken from the Forum Rules and amended for my own personal use (with thanks) : It is up to you to investigate, check, double-check and check yet again before you make any decisions or take any action based on any information you glean from any of my posts. Although I do carry out careful research before posting and never intend to mislead or supply out-of-date or incorrect information, please do not rely 100% on what you are reading. Verify everything in order to protect yourself as you are responsible for any action you consequently take.
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