Item Replaced but Old Item not picked up

tigertrio

I ordered a mirror from John Lewis. It came damaged and appeared to have been a return from another customer as bits were missing.

John Lewis replaced it, but failed to pick up the old mirror.

I have chased them on several occasions asking about picking up the old mirror. I have been ignored.

The mirror is rather large, too large for the bin, and too long for the car for the tip.

I purchased on a credit card, the mirror was les than £100 but the transaction including other items was over £100.

Where do I stand?

Okell

tigertrio said:

... Where do I stand?

... next to a damaged mirror you don't want.

Was it the arrangement that JL would collect it or were you meant to return it?

As JL have supplied a replacement you can't just bin it or otherwise dispose of it without letting JL know.  It's their property.

Try contacting them again and tell them you want a firm collection date 

As the mirror cost less than £100 you have no s75 claim.  I don't see how you would have a chrgeback claim either.  The damaged mirror has been replaced

Aylesbury_Duck

I'd reflect on the matter.

The credit card stuff is all moot.  You've had the replacement so you're not due a refund.

Write to JL asking them to collect within 14 days or you will sell it and send them the proceeds.

HillStreetBlues

As mirror was under £100 then no S75 on CC.
You could try Freecycle or ebay if the actual mirror isn't broken.
Failing that you are in your right to bill JL for cost of disposal, it might mean having to make a court claim.
Sometimes a threat of the cost is enough.

A few years ago I received a damaged oil radiator from Wilko they sent a replacement and told me to keep the old one.
As it was leaking oil I told them that it needed collecting but kept getting no reply. I ended up getting a specialist quote for collection and disposal and sent that to them letting them know I would be recovering my costs.  I got a reply back saying they would collect it next day.

Hoenir

tigertrio said:

John Lewis replaced it, but failed to pick up the old mirror.

Why wasn't the damaged mirror handed over on exchange? Takes two to tango. 

mikb

Hoenir said:

tigertrio said:

John Lewis replaced it, but failed to pick up the old mirror.

Why wasn't the damaged mirror handed over on exchange? Takes two to tango. 

In a lot of cases, that very common sense solution is completely obliterated by the person delivering the new one saying "Dunno mate, I'm just delivering this, I got no paperwork for nuffin else..." and walking off before you can get anywhere!

HillStreetBlues

Hoenir said:

tigertrio said:

John Lewis replaced it, but failed to pick up the old mirror.

Why wasn't the damaged mirror handed over on exchange? Takes two to tango. 

I expect JL hadn't paid for collection, so the courier isn't going to do it for free.

screech_78

If it’s broken glass, no courier will take it. 

They should have told you that. If you need to, arrange an a council uplift and have JL agree to cover the cost. I’ve done this very thing for customers with broken/smashed mirrors. Just forward on the receipt. I’ve had customers tell me crazy costs but can easily check their councils web page for the actual cost. 

Not sure where section 75 comes into it. You’re not due any refund for the product. 

DullGreyGuy

What's actually damaged? The glass or the frame?

Certainly in my telesales days we didnt collect broken glass items but told the customer to dispose of them carefully. We operated our own courier firm so didn't have a complexity of someone else saying they wouldnt touch broken glass but had decided that for ourselves. 

There are very few things that won't go on Freecycle, so assuming the glass is damaged but the frame isn't someone will probably be willing to pick it up to either replace the glass or use it as a frame rather than mirror.