John Lewis -Wrong item delivered

Inca2024

I ordered a new Apple MacBook Air from John Lewis, they delivered a box of baby bottles.
After several frustrating conversations telling me to contact the financial ombudsman or citizens advice I have now been told ‘The distribution team were compliant with the processes carried out and as a result a refund or replacement will not be offered.’
I can’t believe the poor customer service & as I bought the item with John Lewis vouchers I feel stuck.
I have contacted a consumer rights champion and am looking for advice on what I can do 

DE_612183

How did you pay for the item?

Have you still got the original packaging the item came in?

mr_stripey

seem to be more and more of this type of thing - though I think this is the first time I've seen with JL.

Makes you very wary about purchasing a large value item online 

DE_612183

odd one this -normally high value items are tracked and signed for - if a parcel was delivered that I had to sign for and I was expecting a macbook - I'd be suspicious about a parcel for baby bottles.

I'd have insisted that it be opened in front of the delivery guy and then handed back when it was the wrong item.

Inca2024

The box was the correct size & weight & appeared to be undamaged.
i kept the packaging, I sent photos of the package to John Lewis & I contacted the Customer services within  2 mins of the package being delivered.
Someone clearly was very professional in substituting the goods & JL are denying all responsibility. 

Aylesbury_Duck

Letter before action and small claims court.  See who the court believes.  It sounds as if you have as much evidence as you could reasonably gather in this situation.

Murphybear

I ordered an item of makeup from John Lewis and they sent me the same brand but a different item.  After I contacted them they sent me the item I should have received and told me to keep the one I got.  I was quite pleased as it was Charlotte Tilbury

Mares999

I ordered a macbook air from John Lewis 2 days ago ( Sunday) and a box arrived today via DPD,  the parcel was handed over to my friend and she gave the pin number when asked. I got home 15 minutes later and when I picked the box up it felt empty. At this moment I was suspicious and got my son to open it whilst I took video of it. Box had an apple adaptor which I had also ordered, Christmas gift tags which I didn't order and no Macbook Air. 
I phoned John Lewis customer services which was abysmal. I was on the phone for 1 hour 25mins. They took no responsibility, they said it weighed 2.something Kilo when it left the distribution centre. I weighed the box and contents and it was 309g. 
I tried to contact DPD but couldn't get through. I contacted my bank but as I had used debit card ( I know I know ) I might not get my money back. 
I have emailed JL ceo. I have called the police and filed a case of theft as my bank instructed. 
I posted the video online as JL customer service said it couldn't receive emails. When I told them it was on social media they emailed me asking for a copy of the video. Is there anything else I can do please? 

Aylesbury_Duck

Speak to your card provider about a chargeback, telling them what happened and what evidence you do have.

born_again

Aylesbury_Duck said:

Speak to your card provider about a chargeback, telling them what happened and what evidence you do have.

Sadly destined to failure, as OP had something delivered. Which is all chargeback covers.

Ddb29

I've just had this happen with Microsoft Office 2 days ago (now massively regretting not just getting the digital version ). They delivered socks instead of the CDs. They are "investigating". But absolutely no trust in a long-term loyal customer. Have the two cases above been resolved satisfactorily?