John Lewis fake sunglasses

in Consumer Rights
11 replies 640 views
I ordered a pair of men's Armani sunglasses on line 18/04/22 from John Lewis, reduced to clear £80.00 and paid for with my credit card. I received 'the glasses' 4 days later on 22/04/22. Upon opening I discovered they were not the pair that I ordered, they were Armani but a woman's design and nothing like the pair that I had ordered. Phoned customer support quoting order number and explaining the problem, I requested that they re-send the glasses that I originally ordered but that was declined due to me checking out as a guest upon purchase and not having an account, fair enough and I agreed a refund will be fine and I would purchase again after they have received the returned glasses. 

2 days later i received an email quoting "we have received the order but are unable to process due to the product not being the one we originally sent we will be posting back" I replied "these are the glasses you sent me but they are not the correct ones hence the return" After a couple of days and no reply I rang customer support again. They rang their dispatch while I was on hold and after some time informed me that the glasses I have returned are not on the John Lewis website and are in fact fraudulent, I asked how this could have happened and the general insinuation was that I had knowingly sent fake glasses back to John Lewis and there was nothing more they could do to help. I asked to speak to someone more senior as I had definitely NOT posted fake glasses back to them. I was put onto a supervisor and went through everything again but by this time I was a little more vocal as I couldn't believe what a ridiculous situation I had been put into and told her that they have £80.00 of my money and I want it back, the issue is within your supply chain and really not my problem, I also added that I hold a government position, which I do, and that attempting to rip off a company like yourself is really not in my best interest. I was told to expect a call from their dispatch dept by 4pm later that day. Nothing.

I sent an email to their customer service dept detailing the above and how upset I was at not only their mistake but the way I was treated on the phone and so far no response. I intend to speak to my bank regarding a chargeback and trading standards although I'm not sure that will do any good as its pretty obvious this is either someone in their warehouse or the delivery company swapping out parcels. Absolutely ridiculous.,  
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Replies

  • F1shyFingersF1shyFingers Forumite
    38 Posts
    10 Posts
    A chargeback would probably work but I'd be a little more forgiving of John Lewis here.

    They're obviously a victim of a switcharoo with an inattentive staff member.  It happens to all of them and unfortunately, they need to be more and more sceptical with the increasing rise in scammers.
  • dmroberts1000dmroberts1000 Forumite
    5 Posts
    First Post
    A chargeback would probably work but I'd be a little more forgiving of John Lewis here.

    They're obviously a victim of a switcharoo with an inattentive staff member.  It happens to all of them and unfortunately, they need to be more and more sceptical with the increasing rise in scammers.
    I understand the scepticism I really do just wasn’t expecting it aired over the phone especially from a big company like John Lewis. I will go for a chargeback, I just want my money back not looking for any further gains. Was just interested to see if anyone has had similar happen to them as it’s not something I’ve encountered before. 
  • MattMattMattUKMattMattMattUK Forumite
    3.4K Posts
    1,000 Posts First Anniversary Name Dropper
    ✭✭✭✭
    I ordered a pair of men's Armani sunglasses on line 18/04/22 from John Lewis, reduced to clear £80.00 and paid for with my credit card. I received 'the glasses' 4 days later on 22/04/22. Upon opening I discovered they were not the pair that I ordered, they were Armani but a woman's design and nothing like the pair that I had ordered. Phoned customer support quoting order number and explaining the problem, I requested that they re-send the glasses that I originally ordered but that was declined due to me checking out as a guest upon purchase and not having an account, fair enough and I agreed a refund will be fine and I would purchase again after they have received the returned glasses. 

    2 days later i received an email quoting "we have received the order but are unable to process due to the product not being the one we originally sent we will be posting back" I replied "these are the glasses you sent me but they are not the correct ones hence the return" After a couple of days and no reply I rang customer support again. They rang their dispatch while I was on hold and after some time informed me that the glasses I have returned are not on the John Lewis website and are in fact fraudulent, I asked how this could have happened and the general insinuation was that I had knowingly sent fake glasses back to John Lewis and there was nothing more they could do to help. I asked to speak to someone more senior as I had definitely NOT posted fake glasses back to them. I was put onto a supervisor and went through everything again but by this time I was a little more vocal as I couldn't believe what a ridiculous situation I had been put into and told her that they have £80.00 of my money and I want it back, the issue is within your supply chain and really not my problem, I also added that I hold a government position, which I do, and that attempting to rip off a company like yourself is really not in my best interest. I was told to expect a call from their dispatch dept by 4pm later that day. Nothing.

    I sent an email to their customer service dept detailing the above and how upset I was at not only their mistake but the way I was treated on the phone and so far no response. I intend to speak to my bank regarding a chargeback and trading standards although I'm not sure that will do any good as its pretty obvious this is either someone in their warehouse or the delivery company swapping out parcels. Absolutely ridiculous.,  
    Deal with the issue at hand, start a chargeback, JL will probably dispute it and you then have to decide whether you can be bothered to take them court. 

    I will point out that a "don't you know who I am" claim never goes down well with customer service people or management. I think you mean you said "is not in their best interest"? That is basically a threat, which is likely to make them make it an even more solid rejection. Deal with issues is your personal life personally, if there is an issue which crosses over into your professional field, inform the relevant people/authority, declare your interest and leave relevant authority to deal with it. 
  • dmroberts1000dmroberts1000 Forumite
    5 Posts
    First Post
    I ordered a pair of men's Armani sunglasses on line 18/04/22 from John Lewis, reduced to clear £80.00 and paid for with my credit card. I received 'the glasses' 4 days later on 22/04/22. Upon opening I discovered they were not the pair that I ordered, they were Armani but a woman's design and nothing like the pair that I had ordered. Phoned customer support quoting order number and explaining the problem, I requested that they re-send the glasses that I originally ordered but that was declined due to me checking out as a guest upon purchase and not having an account, fair enough and I agreed a refund will be fine and I would purchase again after they have received the returned glasses. 

    2 days later i received an email quoting "we have received the order but are unable to process due to the product not being the one we originally sent we will be posting back" I replied "these are the glasses you sent me but they are not the correct ones hence the return" After a couple of days and no reply I rang customer support again. They rang their dispatch while I was on hold and after some time informed me that the glasses I have returned are not on the John Lewis website and are in fact fraudulent, I asked how this could have happened and the general insinuation was that I had knowingly sent fake glasses back to John Lewis and there was nothing more they could do to help. I asked to speak to someone more senior as I had definitely NOT posted fake glasses back to them. I was put onto a supervisor and went through everything again but by this time I was a little more vocal as I couldn't believe what a ridiculous situation I had been put into and told her that they have £80.00 of my money and I want it back, the issue is within your supply chain and really not my problem, I also added that I hold a government position, which I do, and that attempting to rip off a company like yourself is really not in my best interest. I was told to expect a call from their dispatch dept by 4pm later that day. Nothing.

    I sent an email to their customer service dept detailing the above and how upset I was at not only their mistake but the way I was treated on the phone and so far no response. I intend to speak to my bank regarding a chargeback and trading standards although I'm not sure that will do any good as its pretty obvious this is either someone in their warehouse or the delivery company swapping out parcels. Absolutely ridiculous.,  
    Deal with the issue at hand, start a chargeback, JL will probably dispute it and you then have to decide whether you can be bothered to take them court. 

    I will point out that a "don't you know who I am" claim never goes down well with customer service people or management. I think you mean you said "is not in their best interest"? That is basically a threat, which is likely to make them make it an even more solid rejection. Deal with issues is your personal life personally, if there is an issue which crosses over into your professional field, inform the relevant people/authority, declare your interest and leave relevant authority to deal with it. 
    I ordered a pair of men's Armani sunglasses on line 18/04/22 from John Lewis, reduced to clear £80.00 and paid for with my credit card. I received 'the glasses' 4 days later on 22/04/22. Upon opening I discovered they were not the pair that I ordered, they were Armani but a woman's design and nothing like the pair that I had ordered. Phoned customer support quoting order number and explaining the problem, I requested that they re-send the glasses that I originally ordered but that was declined due to me checking out as a guest upon purchase and not having an account, fair enough and I agreed a refund will be fine and I would purchase again after they have received the returned glasses. 

    2 days later i received an email quoting "we have received the order but are unable to process due to the product not being the one we originally sent we will be posting back" I replied "these are the glasses you sent me but they are not the correct ones hence the return" After a couple of days and no reply I rang customer support again. They rang their dispatch while I was on hold and after some time informed me that the glasses I have returned are not on the John Lewis website and are in fact fraudulent, I asked how this could have happened and the general insinuation was that I had knowingly sent fake glasses back to John Lewis and there was nothing more they could do to help. I asked to speak to someone more senior as I had definitely NOT posted fake glasses back to them. I was put onto a supervisor and went through everything again but by this time I was a little more vocal as I couldn't believe what a ridiculous situation I had been put into and told her that they have £80.00 of my money and I want it back, the issue is within your supply chain and really not my problem, I also added that I hold a government position, which I do, and that attempting to rip off a company like yourself is really not in my best interest. I was told to expect a call from their dispatch dept by 4pm later that day. Nothing.

    I sent an email to their customer service dept detailing the above and how upset I was at not only their mistake but the way I was treated on the phone and so far no response. I intend to speak to my bank regarding a chargeback and trading standards although I'm not sure that will do any good as its pretty obvious this is either someone in their warehouse or the delivery company swapping out parcels. Absolutely ridiculous.,  
    Deal with the issue at hand, start a chargeback, JL will probably dispute it and you then have to decide whether you can be bothered to take them court. 

    I will point out that a "don't you know who I am" claim never goes down well with customer service people or management. I think you mean you said "is not in their best interest"? That is basically a threat, which is likely to make them make it an even more solid rejection. Deal with issues is your personal life personally, if there is an issue which crosses over into your professional field, inform the relevant people/authority, declare your interest and leave relevant authority to deal with it. 
    Absolutely not meant as a threat, tit for tat I guess after they basically accused me of wrongdoing, that didn’t sit well with me! They can read it as they want but at that point I thought it prudent to let them know I’m in a position of authority and that it would be a bit stupid of me to do what they were insinuating 
  • dmroberts1000dmroberts1000 Forumite
    5 Posts
    First Post
    I think OP used the line as a defence rather than a threat.  He meant he was unlikely to attempt to scam a retailer, given that if caught, his job/reputation might be under threat.

    Mind you, the way this government carries on, stealing from a retailer would have no consequences anyway.
    Exactly that thank you! My profession carries no weight in respects of an actual outcome but I most certainly would lose my job if caught doing something like that 
  • Manxman_in_exileManxman_in_exile Forumite
    6.9K Posts
    Seventh Anniversary 1,000 Posts Name Dropper
    ✭✭✭✭
    I think OP used the line as a defence rather than a threat.  He meant he was unlikely to attempt to scam a retailer, given that if caught, his job/reputation might be under threat.

    Mind you, the way this government carries on, stealing from a retailer would have no consequences anyway.
    Exactly that thank you! My profession carries no weight in respects of an actual outcome but I most certainly would lose my job if caught doing something like that 
    Well I'm afraid you did not express that very well in your OP.  When I first read it I thought - like MattMattMattUK - that you were boasting about your govt employment position and were making a not so veiled threat against JL.

    I see now that that is not what you intended to say, but if it sounded like that to whomever you were talking to it would not have gone down well.

    Try this:

    "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: [email protected]

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


    It comes form a couple of earlier threads on this board.



  • MattMattMattUKMattMattMattUK Forumite
    3.4K Posts
    1,000 Posts First Anniversary Name Dropper
    ✭✭✭✭
    I ordered a pair of men's Armani sunglasses on line 18/04/22 from John Lewis, reduced to clear £80.00 and paid for with my credit card. I received 'the glasses' 4 days later on 22/04/22. Upon opening I discovered they were not the pair that I ordered, they were Armani but a woman's design and nothing like the pair that I had ordered. Phoned customer support quoting order number and explaining the problem, I requested that they re-send the glasses that I originally ordered but that was declined due to me checking out as a guest upon purchase and not having an account, fair enough and I agreed a refund will be fine and I would purchase again after they have received the returned glasses. 

    2 days later i received an email quoting "we have received the order but are unable to process due to the product not being the one we originally sent we will be posting back" I replied "these are the glasses you sent me but they are not the correct ones hence the return" After a couple of days and no reply I rang customer support again. They rang their dispatch while I was on hold and after some time informed me that the glasses I have returned are not on the John Lewis website and are in fact fraudulent, I asked how this could have happened and the general insinuation was that I had knowingly sent fake glasses back to John Lewis and there was nothing more they could do to help. I asked to speak to someone more senior as I had definitely NOT posted fake glasses back to them. I was put onto a supervisor and went through everything again but by this time I was a little more vocal as I couldn't believe what a ridiculous situation I had been put into and told her that they have £80.00 of my money and I want it back, the issue is within your supply chain and really not my problem, I also added that I hold a government position, which I do, and that attempting to rip off a company like yourself is really not in my best interest. I was told to expect a call from their dispatch dept by 4pm later that day. Nothing.

    I sent an email to their customer service dept detailing the above and how upset I was at not only their mistake but the way I was treated on the phone and so far no response. I intend to speak to my bank regarding a chargeback and trading standards although I'm not sure that will do any good as its pretty obvious this is either someone in their warehouse or the delivery company swapping out parcels. Absolutely ridiculous.,  
    Deal with the issue at hand, start a chargeback, JL will probably dispute it and you then have to decide whether you can be bothered to take them court. 

    I will point out that a "don't you know who I am" claim never goes down well with customer service people or management. I think you mean you said "is not in their best interest"? That is basically a threat, which is likely to make them make it an even more solid rejection. Deal with issues is your personal life personally, if there is an issue which crosses over into your professional field, inform the relevant people/authority, declare your interest and leave relevant authority to deal with it. 
    Absolutely not meant as a threat, tit for tat I guess after they basically accused me of wrongdoing, that didn’t sit well with me! They can read it as they want but at that point I thought it prudent to let them know I’m in a position of authority and that it would be a bit stupid of me to do what they were insinuating 
    I am sorry if I misunderstood, but the way you phrased it came across that way, the fact that Manx also misinterpreted it could well have lead to the confusion. It would be stupid of anyone to do it, it is very stupid of the person who works in the packing warehouse who has done the switch, but people do stupid things. 

    As Manx suggests raise a formal complaint, you will get someone with proper decision making power looking at it. JL's customer service in stores is great, on the phone it can be hit and miss, if you get the in-house team they are still good, but also there is a large chunk that is outsourced and they are far from great for anything other than run of the mill issues (goods damaged in transit, delivery delays etc.). A written complain will get picked up by the in-house team, not the outsourced ones. 
  • born_againborn_again Forumite
    7.8K Posts
    1,000 Posts Second Anniversary Name Dropper
    ✭✭✭✭
    A chargeback would probably work but I'd be a little more forgiving of John Lewis here.

    They're obviously a victim of a switcharoo with an inattentive staff member.  It happens to all of them and unfortunately, they need to be more and more sceptical with the increasing rise in scammers.
    I understand the scepticism I really do just wasn’t expecting it aired over the phone especially from a big company like John Lewis. I will go for a chargeback, I just want my money back not looking for any further gains. Was just interested to see if anyone has had similar happen to them as it’s not something I’ve encountered before. 
    I would wait till you get the glasses back.
    Then if JL are saying they are fake. Get proof from Armani that they are. That then puts you in a stronger chargeback position.

    As it is you are looking at goods not as described, having to provide proof of item ordered & item received. Which could be contested by JL on the basis of fake goods sent back & they have returned the goods.

    If you have proof they are fake from Armani. Then you are looking at a counterfeit goods chargeback. A lot harder to contest given you have proof from brand holder.
    Life in the slow lane
  • dmroberts1000dmroberts1000 Forumite
    5 Posts
    First Post
    A chargeback would probably work but I'd be a little more forgiving of John Lewis here.

    They're obviously a victim of a switcharoo with an inattentive staff member.  It happens to all of them and unfortunately, they need to be more and more sceptical with the increasing rise in scammers.
    I understand the scepticism I really do just wasn’t expecting it aired over the phone especially from a big company like John Lewis. I will go for a chargeback, I just want my money back not looking for any further gains. Was just interested to see if anyone has had similar happen to them as it’s not something I’ve encountered before. 
    I would wait till you get the glasses back.
    Then if JL are saying they are fake. Get proof from Armani that they are. That then puts you in a stronger chargeback position.

    As it is you are looking at goods not as described, having to provide proof of item ordered & item received. Which could be contested by JL on the basis of fake goods sent back & they have returned the goods.

    If you have proof they are fake from Armani. Then you are looking at a counterfeit goods chargeback. A lot harder to contest given you have proof from brand holder.
    I have received an email from customer support apologising and offering a full refund so all sorted thank you for the help 
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