John Lewis purchase didn't complete, sale now over, anything I can do?

rostopchin

Last week I thought I'd purchased a pretty expensive item from John Lewis in their sale. I'm in the middle of two very stressful life events which are taking a lot of my attention, so I didn't clock that I hadn't received any confirmation email until this morning, at which point I realised the item was still in my basket, only now the sale is over. Not sure what happened but it could be that the fraud protection step (where they text a code to you) didn't go through, possibly I may have missed it, I don't know. 

I called a customer rep and asked them if they'd please honour the sale price as a gesture of goodwill but they refused. I then realised I have screen grabs from my internet history showing that I got to the purchase stage, so have sent those to their customer service via email. 

Is there anything else I can do? Willing to take responsibility for the fact that this could be my error, on the other hand many stores will email a reminder if you have stuff in your basket that you've abandoned, had I had this from JL I'd have been straight back to sort out the issue. Kicking myself for not checking it last night.

Exodi

I'll be the meanie and suggest there's nothing you can do except ask them please with a cherry on top (which you've done and they've already refused). I think deep down you know this also because you framed the request to their customer service team as a gesture of goodwill.

There is no contract because you haven't purchased the goods.

Also FWIW, auto-emailing customers about things left in their basket isn't a courtesy, it's a tool intended to increase conversion rate. It's certainly not a requirement (and thank god for that because I personally find it quite annoying). I wouldn't clutch at straws with things like this.

It's unfortunate you got distracted but I'm sure another offer comes up again soon. Who knows, if you tell us what the item is, we may be able to find a bargain for you?

RefluentBeans

Unfortunately not. Going to the payment step doesn’t complete the sale. In fact, most places have in the terms the sale isn’t accepted until dispatch. That’s why you are able to cancel your order if you choose to and also means the retailer can cancel the order prior to dispatch (eg for pricing errors or quantity errors). 

You can ask them, but you’ve got no right to demand it. The contract wasn’t formed. You’ll have to see if it goes on sale again. But customer services staff won’t be privy to when or if it will go on sale again. 

rostopchin

Thanks for the replies, yes I realise I probably don't have much recourse given that the sale didn't progress. It was a mattress, a John Lewis own brand (https://www.johnlewis.com/john-lewis-british-natural-collection-hemp-2750-mattress-firmer-tension-king-size/p111198188) so doubt there's any chance of finding it elsewhere, and I can't wait for another sale really as I'm currently sleeping on the floor. So angry with myself, if I'd have just checked last night I'd have seen it and done the purchase again.

screech_78

To answer your question, there is nothing you can do. 

Fun Fact : JL trialled sending out emails to customers to let them know they’d left items in their basket. The sole purpose obviously being to generate more sales. It didn’t work and actually created complaints. You just cannot win! 

DullGreyGuy

rostopchin said:

Thanks for the replies, yes I realise I probably don't have much recourse given that the sale didn't progress. It was a mattress, a John Lewis own brand (https://www.johnlewis.com/john-lewis-british-natural-collection-hemp-2750-mattress-firmer-tension-king-size/p111198188) so doubt there's any chance of finding it elsewhere, and I can't wait for another sale really as I'm currently sleeping on the floor. So angry with myself, if I'd have just checked last night I'd have seen it and done the purchase again.

Even had you completed your order it still wouldn't necessarily have been deal done because their T&Cs state the contract is only bound when they dispatch the goods and so if there had been a pricing error or other issue they'd be able to still decline your order even if you had successfully completed it. 

On the plus side, JL have frequent sales and so it's probably just a matter of waiting for the next one. 

deannagone

I am afraid its something I have done more than once or twice myself (left goods in a basket and somehow didn't proceed with making the actual purchase although I was sure I had).  If its an item on sale and you need it urgently perhaps find another brand you like as much?

PS I am currently sleeping on my sofa as I can not get up the stairs due to an illness.  Its not ideal but sometimes its what you have to do. Only you can decide if this particular mattress is worth waiting for until the price lowers again, or choose another one.

If I can't get a particular brand for whatever reason, I tend to google with some of the descriptors used for the item I liked and usually find an alternative, often less expensive and still exactly what I needed, often even better than the original item.  Might have to widen your criteria.

Hope you are able to sort this out.