Am I being fobbed off by John Lewis return's policy?

odakyu

I purchased something online about 2 weeks ago, it arrived last tuesday in a very battered and crumpled condition, I didnt even bother opening it, yesterday I took it to a john lewis store to return it.

the staff said it couldnt be returned to them because it was purchased from a supplier and it has to go back to the supplier for a refund and they have some sort of special department which you  need to email to arrange this. 

(if their website had said 'this is from a supplier, not us,' like a posh version of ebay, I would have just shopped elsewhere.)

im aware  my contract is with john lewis. not the supplier. I want the staff at my local john lewis to take this object off my hands and issue the refund. I feel their their own internal rules with suppliers should not supersede the actual law.

am I correct in thinking this?

tightauldgit

I'll stand to be corrected on this but i don't think there is a legal obligation for a high street branch of a shop to accept a return of something that you bought online even if it's the same company. Many shops do of course allow this but I don't think its a legal requirement.

Obviously you have a right to return it and since it's arrived damaged that's at the cost of the seller but the best thing to have done would have been to contact them to arrange for them to collect the item. 

Is there any reason it's so important that the shop refunds you and takes it? 

Emmia

What is the item you ordered exactly?

A link to it would help.

odakyu

Emmia said:

What is the item you ordered exactly?

A link to it would help.

something very big and it came in a very big box.

Alderbank

So just 'something very big in a very big box'

That's not very helpful.

John Lewis's terms for delivery & returns say

Returns

Return small or medium items by post or to John Lewis & Partners and Waitrose & Partners shops.

Large items...can be returned using our Home Collection service.

You tried to return 'something very big' via their method for small or medium items.

I don't think we can do any more for you.

Emmia

odakyu said:

Emmia said:

What is the item you ordered exactly?

A link to it would help.

something very big and it came in a very big box.

I'm sorry, that's really not enough detail - did the item have any information on the listing that would indicate the alternative return arrangements (i.e. not to John Lewis)

Was the item customised - e.g. a sofa with your choice of fabric, as that affects your rights.

Clive_Woody

odakyu said:

Emmia said:

What is the item you ordered exactly?

A link to it would help.

something very big and it came in a very big box.

Really no need for mystery....unless you want us to play a guessing game.

Was it an elephant?

odakyu

Clive_Woody said:

odakyu said:

Emmia said:

What is the item you ordered exactly?

A link to it would help.

something very big and it came in a very big box.

Really no need for mystery....unless you want us to play a guessing game.

Was it an elephant?

yes. but me and my elephant prefer to live in privacy.

odakyu

Emmia said:

odakyu said:

Emmia said:

What is the item you ordered exactly?

A link to it would help.

something very big and it came in a very big box.

I'm sorry, that's really not enough detail - did the item have any information on the listing that would indicate the alternative return arrangements (i.e. not to John Lewis)

Was the item customised - e.g. a sofa with your choice of fabric, as that affects your rights.

if it was something like that i would have said so. its just a very everyday thing, not customised from JL which costs about 200 to 400 quid and it arrived looking like a piece of junk from Vinted or a car boot sale all bashed up.

I dont need to give out any extra information. last time I did something like that on an old account here I had some smug manager/public complaints person of whoever it was complaining about at that time call me and talk down to me.

odakyu

Emmia said:

What is the item you ordered exactly?

A link to it would help.

you dont work for John Lewis do you? (serious question)

the_lunatic_is_in_my_head

Hello OP

Sounds like your order was direct from the supplier

https://www.johnlewis.com/customer-services/delivery-information/delivery-by-our-approved-suppliers

If your order is overdue, or accidentally damaged in transit, or you have any query about your order, call our Customer Services team on 03456 049 049.

JL terms on the site are very long, without reading them I'm not sure if you have a contract with JL or their supplier but trying the helpline might be best