John Lewis letter action fraud worry

Coffee2342

A couple of years ago I brought an Apple Watch from John Lewis and the watch face was missing. 

I told them and they said that they would replace it and I send the first one back. 

I’ve since then brought a couple items from them and no problem. 

Last week, I upgraded my watch and brought another from John Lewis, but thought the watch face was missing. 

It had fallen out. 

I reported this to John Lewis as I thought the same thing happened again. But it was fine. 

I received the following from John Lewis:
Dear (my name) 
we were given your account to investigate and can now confirm that we will be sharing the relevant details of the outcome of our investigation with Action Fraud. 

Additionally, we will not accept any other orders from you at John Lewis.com or in John Lewis stores. This banning notice will be communicated throughout our business. 

If you are in a shop you will be asked to leave. 

I am mortified this happened and am worried sick that the police will rock up to my house. 

: 

Mark_d

As far as I know the watch face on an Apple Watch is configurable.  So when you say it was missing, was it just that the display wasn't switched on?

Requesting replacement of an Apple Watch for the second time does look suspicious, especially after JL would have analysed the first Apple Watch you returned.

Coffee2342

The one I ordered this time is fine, as I found it. I understand it does look sus but I haven’t asked for a replacement or refund. 

Now it’s been found, it’s been paid for and sorted. But I’m worried a lot still 

Mark_d

What are you worried about?  If you've done nothing wrong then no-one can take any action against you.

I don't think anything will happen now until any investigation by JL/Action Fraud completes.  But you could log a complaint with JL so that you can get an apology/goodwill gesture once they've realised you've done nothing wrong.

DullGreyGuy

An Apple Watch doesn't have a face, it has a display module behind either a glass or sapphire crystal front. The face is just a digital image set on either the watch or paired iPhone showing up on the display module. In recent models the display and front are bonded and sold as a single unit. 

It does seem statistically very improbable that you bought two watches that both somehow got through QC despite not having the display module, if thats what you are meaning and hence their banning you. 

Coffee2342

It’s more the ‘investigation’ and action fraud part. 

I haven’t asked for a replace or refund and found the bit missing as it had moved to another part of the box. I haven’t raised a dispute with my bank and have paid for the watch. Getting an email saying that their investigation is complete and shared findings with action fraud is very scary hence why I am worried 

la531983

With all due respect, how are they going to know if you rock up to a John Lewis shop and buy anything?

HillStreetBlues

Coffee2342 said:

A couple of years ago I brought an Apple Watch from John Lewis and the watch face was missing. 

I told them and they said that they would replace it and I send the first one back. 

I’ve since then brought a couple items from them and no problem. 

Last week, I upgraded my watch and brought another from John Lewis, but thought the watch face was missing. 

It had fallen out. 

I reported this to John Lewis as I thought the same thing happened again. But it was fine. 

I received the following from John Lewis:
Dear (my name) 
we were given your account to investigate and can now confirm that we will be sharing the relevant details of the outcome of our investigation with Action Fraud. 

Additionally, we will not accept any other orders from you at John Lewis.com or in John Lewis stores. This banning notice will be communicated throughout our business. 

If you are in a shop you will be asked to leave. 

I am mortified this happened and am worried sick that the police will rock up to my house. 

: 

Is this the time-frame?
Second watch arrives, you report that the watch face was missing (second time you have done this) JL didn't straight away tell you to return the watch but said it will investigate. Once told of this you manage to find it in the box in came in.

pinkshoes

Coffee2342 said:

A couple of years ago I brought an Apple Watch from John Lewis and the watch face was missing. 

I told them and they said that they would replace it and I send the first one back. 

I’ve since then brought a couple items from them and no problem. 

Last week, I upgraded my watch and brought another from John Lewis, but thought the watch face was missing. 

It had fallen out. 

I reported this to John Lewis as I thought the same thing happened again. But it was fine. 

I received the following from John Lewis:
Dear (my name) 
we were given your account to investigate and can now confirm that we will be sharing the relevant details of the outcome of our investigation with Action Fraud. 

Additionally, we will not accept any other orders from you at John Lewis.com or in John Lewis stores. This banning notice will be communicated throughout our business. 

If you are in a shop you will be asked to leave. 

I am mortified this happened and am worried sick that the police will rock up to my house. 

: 

One watch face missing is unlucky, a second one missing is absolutely worth a fraud investigation! It "fell out"? Then all of a sudden you found it?! 

They are a business and they are no doubt now thinking that you tried to rip them off the first time. They can choose to do business or not do business with whomever they want, so they have made it clear you are no longer to purchase from them.

It's unlikely the police will rock up, but they've just deemed you a difficult customer that they no longer wish to trade with.

flaneurs_lobster

la531983 said:

With all due respect, how are they going to know if you rock up to a John Lewis shop and buy anything?

...and does it extend to Waitrose stores?

user1977

Given the police are barely interested these days even if a shoplifter is caught red-handed, they're hardly likely to take action for this sort of thing unless you appeared to be doing it as part of a bigger operation.

Search on this forum for Action Fraud and you'll see how proactive they appear to be...