Major retailer refusing to refund online purchase - please help

Okell

Alderbank said:

wynn65 said:

so it would appear to me that JL are asking me to do exactly what I did in the 1st place !

what a waste of time and effort and money etc

all so unnecessary !! I'm disgusted with them.

No, what you did in the first place was to try to make a return under their returns policy. 

Now that you have cancelled the contract, which is something quite different, they have taken notice and responded appropriately.

Well done anyway   

@wynn65 -  congratulations.

For future reference, when returning an item you have bought by a distance contract (internet, 'phone, mail order) always aim to tell the seller within 14 dyas of delivery to you that you are exercising your statutory right to cancel a distance contract under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and make sure you return the goods within the next 14 days.

Only rely on a seller's own returns policy if it gives you better terms than the statutory right, or if the statutory right has already expired.

savergrant

photome said:

savergrant said:

"It may be worth informing the general public too about some of the 'goings-on' at JL via the papers - what are your thoughts about that?"

If you have evidence of wrongdoing by JL you should tell the police or trading standards.

Are you seriously suggesting calling the police because JL won’t refund

The op intimated they know things about John Lewis's operations which are not above board. I suggested they contact the authorities rather than a newspaper in that case....

wynn65

Hi just an update on this long, weary situation.

I sent a message to JL wanting confirmation that I could drop the bag into a local Waitrose store - they replied that's fine and once received at their returns centre, they'd sort out a prompt refund.

So yesterday evening I took the bag in it's original packaging and with the tag still attached to the local store, was handed my proof of return / receipt and was told that it'll go off tomorrow (today) to head office, but a refund may not be sorted until later in the week due to the Bank holiday.

Thank you all very much for your help and kindness ....

Will keep you updated.

wynn65

Hi everybody hope you are all fit and well and happy - sadly I'm not too happy.

More than a week ago I was informed that I'd be getting a refund for the bag, once it had been recieved at JL's returns centre - well I'm guessing that the bag has still not arrived there yet, for some unknown reason, because I still have not got the refund nor have I had an email from JL to let me know what is going on !!

So sadly for me, at this moment in time, I have not got the bag, nor do I have the money !!

I find it very odd because back at Easter, I returned items to JL (in exactly the same way) on the Thursday, received an incredibly prompt email confirming refund on the Easter Bank holiday Monday, and then, the refund was in my account on the Tuesday !

Now that was top class service in my opinion -  but sadly not this time ..... this time I feel like I've been messed around with far too much - don't know why !!

Any thoughts at all ?

Best wishes

Okell

wynn65 said:

Hi everybody hope you are all fit and well and happy - sadly I'm not too happy.

More than a week ago I was informed that I'd be getting a refund for the bag, once it had been recieved at JL's returns centre - well I'm guessing that the bag has still not arrived there yet, for some unknown reason, because I still have not got the refund nor have I had an email from JL to let me know what is going on !!

So sadly for me, at this moment in time, I have not got the bag, nor do I have the money !!

I find it very odd because back at Easter, I returned items to JL (in exactly the same way) on the Thursday, received an incredibly prompt email confirming refund on the Easter Bank holiday Monday, and then, the refund was in my account on the Tuesday !

Now that was top class service in my opinion -  but sadly not this time ..... this time I feel like I've been messed around with far too much - don't know why !!

Any thoughts at all ?

Best wishes

wynn65 said:

Hi just an update on this long, weary situation.

I sent a message to JL wanting confirmation that I could drop the bag into a local Waitrose store - they replied that's fine and once received at their returns centre, they'd sort out a prompt refund...

So go back to the people you contacted in the second quote above, tell them you've complied with their instructions and ask them where your refund is.

[Edit:  for clarity I've quoted your posts out of chronological order.  The important one is the second post I've quoted where JL had agreed that they'd sort out a prompt refund after you had dropped the bag off at a local Waitrose store.  Did you get a receipt when you dropped it off]

sheramber

well I'm guessing that the bag has still not arrived there yet, for some unknown reason, because I still have not got the refund nor have I had an email from JL to let me know what is going on !!

IHow will JL know it should have arrived?

Did you hand it into the Witrose store as advised?

Did you get any paperwork when you handed it oer?

Haveyou been back to the store to ask  them  what has happened to the return?

wynn65

Hi, thank you for all of your input - I really couldn't have done this without you, especially as my daughter has just had major surgery, so it's been an incredibly tense time, to say the least.

I have now received a message from JL stating that they 'are' going to refund me for the bag !!

So it's taken almost a month (of messing me about) from the date of initially returning this bag to JL for a refund  ....... 

Thank you so much.