John Lewis Wont Refund or Return

SamDcrazi09

I have a query & am wondering if anyone has the answer???

I returned an apple watch but they are advising that it does not match the serial number of the watch they sent out (which I find concerning and do not know why this is?) therefore are unable to refund. they have also advised that they are unable to return the item either. 

I have tried to speak to them but they have told me I need to contact my payment provider regarding a refund? 

Has anyone had anything similar happen to them? What did they do? why cant the return be returned to me?

Aylesbury_Duck

SamDcrazi09 said:

I have a query & am wondering if anyone has the answer???

I returned an apple watch but they are advising that it does not match the serial number of the watch they sent out (which I find concerning and do not know why this is?) therefore are unable to refund. they have also advised that they are unable to return the item either. 

I have tried to speak to them but they have told me I need to contact my payment provider regarding a refund? 

Has anyone had anything similar happen to them? What did they do? why cant the return be returned to me?

Could be a number of things.  Most likely an administrative error.  Possibly someone switching a used watch for your new one at some point in the return process.  Whatever the reason, the fact they're not returning it to you may suggest they suspect foul play somewhere.

Why were you returning it?  A fault, or a change-of-mind return?  

RefluentBeans

I’m fairly sure they can’t just keep a product and then not refund you. Maybe go back and ask for more clarification. 

Normally if they won’t refund something it’s due to an issue with something like Fraud and so they don’t want to release funds until they’ve checked out why somethings been flagged. 

If I were to guess (and this is literally just a guess, but working in retail it’s my gut feeling) the stock item may have been reported as missing and so when you returned it, someone checked the codes and realised that it was flagged as lost. As above, more than likely a clerical error on their part. 

Either way, if they won’t give you a refund or the item back, then I would say to pursue through the customer service channels, potentially emailing senior people at the company (chair person for example), and then if that doesn’t work look at a chargeback or S75 (depending on if you paid on credit card or not). And if that doesn’t work, then I would look at filing a letter before action. But don’t jump straight to letter before action as it can sort of stop the conversations early, especially if they feel they have a good reason for withholding the funds.