John Lewis / Retailer standards are becoming unacceptable

Steve_Rich

Shocking outfit. This year, they delivered a faulty tumble dryer. Wanted to "get an engineer to examine it" before refunding it. No chance, we ordered online and rejected it within 14 days. That's the law and they don't abide by it.

The "engineer" thing is due to their agreement with Bosch on returns, and applies to several other brands. They were amazed to be told that my contract was with them and I didn't give a rat's behind what they agree with the supplier. The law is the law - distance selling and consumer rights acts.

Over 9 hours arguing. THEN you have to place a new order with a different department - who know nothing of your complaint so you have to start again from scratch. THEN they said they couldn't guarantee delivering a replacement and taking the faulty one away at the same time. We only agreed to them replacing it because they gave us a £50 gift voucher.

Second time they let us down with white goods - they delivered a dishwasher with a German plug and left it a week before replacing that. Then the "free installation" we were given as compensation forgot to fill it with water and salt and didn't tell us.Nearly ruined the machine until I realised.

FWIW, the "correct" answer in these situations is, "sorry to hear that, we will arrange a replacement, when is it convenient to deliver?"

Will never, ever shop with them again for anything with a plug on it.