Faulty shoes, no receipt

MalMonroe

Dazed_and_C0nfused said:

Keep receipts for a decent timeframe from now on.

Doesn't help you with this problem it would be sensible for the future.

In this case, with faulty goods, it doesn't matter whether or not there is a receipt. Consumers are allowed to offer other proof of purchase, it's the law.

MalMonroe

Advocado said:

Thanks. I’ve found that also (odd how the outcome isn’t really detailed).

But when manager says no, what can you do…?

The outcome is perfectly detailed - see parts in bold -

"John Lewis is another company where we used to receive very few complaints but now, sadly, we get more. At least it moved quickly to put matters right. It has said you are correct and a credit card or bank statement can be used to verify a purchase. It apologised, offered a full refund, and is investigating how you were misinformed … on three different occasions."

In fact, that's exactly what happened to you. And the consumer here received a full refund for faulty goods. As you should. This is one of the items you should print out or put on your phone and show the staff at John Lewis. They got it wrong. And they've got it wrong again.

When a manager says 'no', what you can do is argue. Because they're in the wrong and the law is on your side. As per my previous post, above.

Advocado

Brie said:

Presumably you no longer have the box that might have had JL's price sticker on it.  

Get something from your bank to say what the time was of the transaction.  Take that along with the bank statement to the JL where the shoes were purchased and ask them to check their transactions for that time period.  They should be able to pull up the receipt from their system.

Obviously be polite and give them time to resolve - it may take a while to get an IT boffin to get the data.  

Should that fail then try New Balance as it's their product.  But be clear about what you want - a replacement, money back, compensation?

I have the box but there’s no JL stickers on it.

My Monzo app even shows a map with a pin on the JL store and the £79.99 transaction.

 But they insist that doesn’t prove that transaction was for those shoes…

maisie_cat

A bank statement detailing that say $59.99 was spent in John Lewis does not prove what was purchased, only that something was purchased, they must have hundreds of items at any given price. 
Having said that, complaining, especially on social media does seem to get stores to make goodwill refunds. 

cx6

Escalated Complaints Process

If you've contacted us and you feel that we haven't resolved your complaint satisfactorily, please email or write to our Head of Customer Service Team:

Email: Head_of_Customer_Service@johnlewis.co.uk

Write: Customer Relations Department, John Lewis & Partners, PO Box 3586, Glasgow G73 9DW

screech_78

John Lewis can absolutely do more. 

If you have the date of the transaction and a rough time, and the last 4 digits of the payment card, they will be able to find the transaction on their system. Providing its within the last 12 months. This will bring up the item you purchased. 

Partners in branch seem to be getting worse and constantly confuse customers changing their mind (which a receipt is needed for) and items which are faulty. 

If you email the address that cx6 has provided, their customer relations team will it up and hopefully resolve for you. 

Ergates

Advocado said:

My Monzo app even shows a map with a pin on the JL store and the £79.99 transaction.

 But they insist that doesn’t prove that transaction was for those shoes…

I would raise with them what user1977 said:
"So is John Lewis's position really that you bought those shoes from a different retailer, but for some reason are seeking an exchange from John Lewis - and by coincidence, you happened to buy a different (but identically-priced) item from JL?"

Also, remind them that if it came to court, as it is not a criminal case, the judgement would be made on balance of probability, not "beyond all reasonable doubt", and for them to consider how someone reviewing the evidence, as presented, might see things.

neilmcl

Advocado said:

Thanks. I’ve found that also (odd how the outcome isn’t really detailed).

But when manager says no, what can you do…?

You write an LBA to John Lewis and if that doesn't come up with a result you take it to court and let a judge decide whether you have sufficient proof of purchase.

Advocado

MalMonroe said:

Advocado said:

Thanks. I’ve found that also (odd how the outcome isn’t really detailed).

But when manager says no, what can you do…?

When a manager says 'no', what you can do is argue. Because they're in the wrong and the law is on your side. As per my previous post, above.

I tried the (polite) arguing.  I showed them the Which website.  But when three members of staff all say no, there's not a lot else you can do!

I've emailed customer services who have asked for a screenshot of the transaction, but still say "I have forwarded your email to the Cribbs Causeway team, as they are the best team to handle your concern" so it sounds like it's just going straight back to the people who said no!

Seems a lot of effort but I won't let it go.

Thanks for all the replies.

littleboo

I would send a LBA to the store manager, copied to Sharon White, laying out the issue, showing the multiple sources that demonstrate their position is wrong, and giving a timescale for a resolution. I think that will focus their mind.