John Lewis issue with purchase (Updated with result)

Mstty

Just looking for some advice.

Back at the end of Jan this year we purchase two silk pillowcases at £45 each so not a cheap purchase.

3 months later having followed all washing and care instructions both are coming apart.

After raising a complaint to John Lewis asking them to refund/replace or repair they simple offer us £18 take it of leave it.

What are my options?

Olinda99

Options:

1. take it 

2. if leave it, how did you pay (ie card?) - try your card provider

3. if no luck than small claims court


2. and 3. might require some sort of independent proof that they had been washed per instructions, not abused etc etc

born_again

No use with card provider as over 120 days from purchase Even if you take 1st Feb as purchase date.

Mstty

I would expect pillow cases to last over 4 months,. Is there an expectation in law as to fit for purpose and longevity I can quote to the ever changing person that replies.

Undervalued

Mstty said:

I would expect pillow cases to last over 4 months,. Is there an expectation in law as to fit for purpose and longevity I can quote to the ever changing person that replies.

Indeed, assuming they have not been abused.

The buyer will naturally say that they haven't been, the seller will tend to assume they have.

If it came to court a judge would have to decide, on the balance of probabilities, who he believed.

Is the OP really going to court for the £27 difference? If he does, will JL really bother to defend the claim?

Not so much as case of who is right but who blinks first!

Mstty

Undervalued said:

Mstty said:

I would expect pillow cases to last over 4 months,. Is there an expectation in law as to fit for purpose and longevity I can quote to the ever changing person that replies.

Indeed, assuming they have not been abused.

The buyer will naturally say that they haven't been, the seller will tend to assume they have.

If it came to court a judge would have to decide, on the balance of probabilities, who he believed.

Is the OP really going to court for the £27 difference? If he does, will JL really bother to defend the claim?

Not so much as case of who is right but who blinks first!

John Lewis are offering £18 in total they cost £90 for the two. 

sheramber

Have you followed these washing and drying instructions?

Cool hand wash inside out, with a fine mesh laundry bag, using a specialist silk liquid detergent, do not use fabric softener

Do not wring or twist, dry naturally, away from direct sunlight, store in a cool, dry place in a cotton bag

Do not tumble dry

Manxman_in_exile

My understanding is that JL contracted their customer services out to a third party a few years ago, and apparently the service is not as good as it used to be.

Some people have had success trying here:

"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"

Mstty

@sheramber

Yes that's the one their ultimate silk pillow case care instructions, not our first set of silk bed linen so we are used to this but our first purchase from John Lewis for silk bed linen.

Obviously not so ultimate when it comes to use, more throw away in 4 months time🤣🤣

Mstty

Manxman_in_exile said:

My understanding is that JL contracted their customer services out to a third party a few years ago, and apparently the service is not as good as it used to be.

Some people have had success trying here:

"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"

Thanks I think that's the next step

Ergates

As the goods are less than 6 months old, the default assumption should be that the issues are as a result of a manufacturing defect.  It is on John Lewis to demonstrate otherwise if they do not wish to give you a full refund.