John Lewis - missing airpods
I bought my daughter some airpods pros for Christmas from John Lewis. They were bought at the end of November, delivery was fine and there were no obvious issues with the packaging. The airpod box seemed sealed and we wrapped it up and gifted it to her on Christmas day. However on opening the box the airpods and case were not inside, only the cable. We were still within 35 days so contacted John Lewis immediately including photos and timelines. However they've refused a refund or replacement saying that this is a delivery issue and as a result we only have 10 days to raise a concern. Initially they said I needed to provide the original envelope the airpods arrived in but this was chucked out in the frenzy of Christmas wrapping.
As there was nothing untoward about the packaging or delivery and it was only once the box it came in was opened there was no possible way we could've known there was a problem. I assume most people don't fully unpackage presents and check inside the box before opening so it does seem unreasonable of John Lewis. I've made a claim on the credit card but the person I spoke to from the credit card company said John Lewis will almost always challenge and refuse repayment. When I spoke to someone in John Lewis they said they'd had lots of similar problems this year but still refused any redress. I'm unsure where to go with this and am wondering if anyone has any similar experience or advice. It seems to be disingenuous to me that this is a delivery problem and even 10 days to raise a concern seems arbitrary and isn't documented anywhere. I'd be grateful if anyone on the forum has any advice or comment.
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