Major retailer refusing to refund online purchase - please help

wynn65

Hi, I hope that I've placed this into the right section, if not I apologize.

Can anybody provide some advice please as I am sick with worry and 'going to pieces about this horrible, stressful situation.

I purchased a second hand leather bag online from a major retailer, but when it arrived I was not happy with it and didn't think it was worth the money, nor did I like it much, so contacted the company and returned it to the store, as requested, within the time period, in its original packaging and exactly how it arrived.

I was expecting a full refund from the company, which I've dealt with several times before, but they have refused, stating that the bag is scratched and damaged and have insinuated that I must have used and abused it and that I'm lying.

The bag that I bought and as seen in their listed photos, clearly showed scrapes, marks and various blemishes - it was not perfect - but I knew that when I purchased it.

I did not use it, nor have I damaged it. I carefully unpacked it and after a quick look at it upon receipt, I replaced it back into its box and packaging ready to return it.

Can anybody advise me on what to do please, as the bag is being returned to me, even though I don't want it and the returns period is running out soon.

I have done exactly what I was asked to do, I don't know how to provide 'proof' that I haven't used it, but this company does not believe me at all.

Any advice would be very welcome. 

Thank you.

Alderbank

Who is the major retailer, how much did it cost and how did you pay for it?

eskbanker

It would probably help to name the retailer, as others may have experienced the same with them.  They're presumably a UK company, who can be pursued via court, assuming the item value warrants this?

wynn65

Hi the retailer is John Lewis, it cost over one thousand pounds, as it 's a luxury item and it was paid for by my debit card 

wynn65

I don't know about going to court, as have never been in this situation before.

Grumpy_chap

Was the purchase from Johnlewis.com or some secondary website?
I was not aware that JL had a pre-loved range, but having found that on their website today they seem to only have jewellery listed.

Okell

I didn't know JL sold "pre-loved" stuff either...  

Perhaps @screech_78 might have some ideas

photome

Grumpy_chap said:

Was the purchase from Johnlewis.com or some secondary website?
I was not aware that JL had a pre-loved range, but having found that on their website today they seem to only have jewellery listed.

I thought the same but I found pre loved bags for over 1k on their website and the t and c seem to be the same as if buying new

here is one for nearly 5K 

https://www.johnlewis.com/pre-loved-chanel-2015-ballerine-lambskin-quilted-flap-cross-body-bag-black-beige/p113642938

photome

OP how do the pics pre purchase and what you received compare

mr_stripey

photome said:

Grumpy_chap said:

Was the purchase from Johnlewis.com or some secondary website?
I was not aware that JL had a pre-loved range, but having found that on their website today they seem to only have jewellery listed.

I thought the same but I found pre loved bags for over 1k on their website and the t and c seem to be the same as if buying new

here is one for nearly 5K 

https://www.johnlewis.com/pre-loved-chanel-2015-ballerine-lambskin-quilted-flap-cross-body-bag-black-beige/p113642938

I'd love a glimpse into the paralel universe where someone buys a handbag for five grand! 

That said , the T&C's dont' seem to explicity exclude pre loved items from returns so it's not clear why JL are rejecting the refund.

Alderbank

mr_stripey said:

photome said:

Grumpy_chap said:

Was the purchase from Johnlewis.com or some secondary website?
I was not aware that JL had a pre-loved range, but having found that on their website today they seem to only have jewellery listed.

I thought the same but I found pre loved bags for over 1k on their website and the t and c seem to be the same as if buying new

here is one for nearly 5K 

https://www.johnlewis.com/pre-loved-chanel-2015-ballerine-lambskin-quilted-flap-cross-body-bag-black-beige/p113642938

I'd love a glimpse into the paralel universe where someone buys a handbag for five grand! 

That said , the T&C's dont' seem to explicity exclude pre loved items from returns so it's not clear why JL are rejecting the refund.

A reason could be if JL are not the sellers.

In the description of the above linked Ballerine body bag the small print includes,

'With almost 50 years of experience in luxury designer goods, Sign of the Times' expert team meticulously inspects each item they sell. 

Is this an Amazon Marketplace type of thing?

@wynn65, who did you actually buy your bag from? What does your invoice say?