Poor sound quality headphones, can I return or exchange?

coasat

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.

Aylesbury_Duck

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

with jl there is usually a returns label with the product

coffeehound

Have you given them a good 'running in' period?  Some phones do take some hours use to loosen up.

photome

coffeehound 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

Aylesbury_Duck

photome said:

coffeehound 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

photome said:

coffeehound 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.

neilmcl

Breaking in or burning in modern headphones is a complete myth and more about perception than anything real happening.

coasat

coffeehound 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?

sheramber

https://www.johnlewis.com/customer-services/returns/how-do-i-return-an-item

MalMonroe

coasat said:

coffeehound 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.