Faulty shoes, no receipt

neilmcl

Advocado said:

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.

You've been given advice as what more you can do.

Advocado

neilmcl said:

Advocado said:

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.

You've been given advice as what more you can do.

I meant at the time.  Of course there's more I can do going forward (like contacting the central customer services team, which I have done).

Advocado

"Thank you for contacting John Lewis & Partners, Cribbs Causeway in regards your New Balance shoes. I am extremely sorry to hear that the sole is coming away. Unfortunately without a receipt we cannot exchange or issue you a refund for this, as per our Terms which specifically mention you would need a receipt for this, especially as it is a branded item.

As your bank statement does not mention the item purchased we do not accept that as proof of purchase in place of your receipt. 

We do sincerely apologise for the inconvenience and appreciate this may not be the answer you were hoping for. We would highly recommend that you download our John Lewis app which will store a copy of your receipt when scanned at the time of transaction so you can refer to it in the future and avoid instances such as this."

I really have hit a dead-end.

Are they correct in their comment about the fact it's a branded item?

Ergates

There is nothing in the legislation that mentions branding

Maybe turn this back on to them:   Can you please indicate which part of the Consumer Rights Act 2015 legislation indicates that my statutory rights to return faulty goods are void if the item in question is branded?

Or something like that.

neilmcl

Advocado said:

"Thank you for contacting John Lewis & Partners, Cribbs Causeway in regards your New Balance shoes. I am extremely sorry to hear that the sole is coming away. Unfortunately without a receipt we cannot exchange or issue you a refund for this, as per our Terms which specifically mention you would need a receipt for this, especially as it is a branded item.

As your bank statement does not mention the item purchased we do not accept that as proof of purchase in place of your receipt. 

We do sincerely apologise for the inconvenience and appreciate this may not be the answer you were hoping for. We would highly recommend that you download our John Lewis app which will store a copy of your receipt when scanned at the time of transaction so you can refer to it in the future and avoid instances such as this."

I really have hit a dead-end.

Are they correct in their comment about the fact it's a branded item?

Well you haven't really as you're just ignoring the advice that we've given you. The law is on your side, so if you really want a resolution then you're going to have to escalate matters.

neilmcl

Ergates said:

There is nothing in the legislation that mentions branding

Maybe turn this back on to them:   Can you please indicate which part of the Consumer Rights Act 2015 legislation indicates that my statutory rights to return faulty goods are void if the item in question is branded?

Or something like that.

Or maybe the OP should stop having a conversation with them and get on and send an LBA.

Advocado

Ergates said:

There is nothing in the legislation that mentions branding

Maybe turn this back on to them:   Can you please indicate which part of the Consumer Rights Act 2015 legislation indicates that my statutory rights to return faulty goods are void if the item in question is branded?

Or something like that.

Good one - thank you.

NBLondon

Ergates said:

There is nothing in the legislation that mentions branding

Maybe turn this back on to them:   Can you please indicate which part of the Consumer Rights Act 2015 legislation indicates that my statutory rights to return faulty goods are void if the item in question is branded?

Or something like that.

Surely that means "not a JL branded" item so still could have bought it elsewhere.

JL also have to protect themselves against a scammer with a counterfeit item that was bought elsewhere e.g.  Customer buys knock-off pair for £19.99 at the market and they start to come apart;  Customer then buys genuine item from JL (thus triggering the payment record); waits a week and tries to get a refund by returning the knock-off pair.

Not suggesting that the OP is doing this of course.

The fact that a previous branch of JL accepted a statement as proof of purchase does not mean any other branch has to do so - they did that when there was a risk of bad publicity in a national newspaper column...

Ergates

neilmcl said:

Ergates said:

There is nothing in the legislation that mentions branding

Maybe turn this back on to them:   Can you please indicate which part of the Consumer Rights Act 2015 legislation indicates that my statutory rights to return faulty goods are void if the item in question is branded?

Or something like that.

Or maybe the OP should stop having a conversation with them and get on and send an LBA.

The OP can send an email then prepare the LBA whilst they wait for a response, doing one does not preclude the other.

Alderbank

Advocado said:

I am extremely sorry to hear that the sole is coming away. Unfortunately without a receipt we cannot exchange or issue you a refund for this, as per our Terms which specifically mention you would need a receipt for this...

It is useful for you that they have now said in black and white that their Terms seek to restrict or limit your statutory rights.

Get on with the LBA