John Lewis possible fraud delivery

systemuser

Hi all, first time posting here so looking for some advice.
I ordered a Macbook Air from John Lewis and when the box arrived, which looked like a laptop sized box, (from DPD) it felt very light so I opened it and found inside a ladies straw hat with no Macbook.
I have contacted John Lewis who claim to have investigated this and after a few days say that the package weight and size of box was the same and that they can't do anything. To me this is a disgusting response, basically accusing me of making this up. Having just spent £1400 I feel completely conned am am absolutely fuming. I have contacted the bank to see if they can investigate. Just wondering if this has happened to anyone else when buying from John Lewis before as I feel like the laptop has been switched out for the other item when being dispatched - feels like an inside job.
Any other recommendations on how to recover either the laptop or money? Thanks

DE_612183

there are loads of stories of similar happening - just google it - not sure of the outcomes, but if the box was light when it arrived you should have opened it in front of the courier...

Getlost

I do click and collect from Waitrose if possible when buying from JLP

ButterCheese

DE_612183 said:

there are loads of stories of similar happening - just google it - not sure of the outcomes, but if the box was light when it arrived you should have opened it in front of the courier...

The courier would have simply said "I just deliver the stuff mate".  In my experience John Lewis have been very helpful.  

OP I would contact them again, I'm hoping you took a picture of the package just after you opened it.  Ask to be put through to a manager and/or complaints department.  I don't see how they are "standing behind T&Cs" - you paid for the safe delivery of a laptop which they did not provide.  They can persue this through DPD and/or claim on their insurance for lost/damaged goods that they have paid for.  

Classic tactic, shrug it off in the hope you'll give up.  You need to persist

systemuser

Yeah I did open it on the doorstep as it felt very light. By the time I opened it the driver had gone. 
Also they claim to have investigated that the weight matched. The weight on delivery label said 0.3kg which is a lot less than a macbook Air (1.5kg) so not sure that they have actually done any investigations. The whole thing stinks.

systemuser

I also took a photo 1 minute after the delivery time when I opened it.

Ergates

systemuser said:

Yeah I did open it on the doorstep as it felt very light. By the time I opened it the driver had gone. 
Also they claim to have investigated that the weight matched. The weight on delivery label said 0.3kg which is a lot less than a macbook Air (1.5kg) so not sure that they have actually done any investigations. The whole thing stinks.

So - to be clear - the weight listed on the delivery label says 0.3kg?

If so that is very useful for you

Okell

systemuser said:

... I have contacted John Lewis who claim to have investigated this and after a few days say that the package weight and size of box was the same and that they can't do anything...

systemuser said:

Yeah I did open it on the doorstep as it felt very light. By the time I opened it the driver had gone. 
Also they claim to have investigated that the weight matched. The weight on delivery label said 0.3kg which is a lot less than a macbook Air (1.5kg) so not sure that they have actually done any investigations. The whole thing stinks.

Did you point out to JL that the stated weight on their own delivery label clearly shows that the package could not have contained the Macbook?

How did you pay?  (Debit or credit card?)

Also I'd suggest when dealing with JL you refrain from using the "fraud" word.  State instead that the weight on the delivery label clearly shows that they must be "mistaken".

eskbanker

Okell said:

Also I'd suggest when dealing with JL you refrain from using the "fraud" word.  State instead that the weight on the delivery label clearly shows that they must be "mistaken".

Yes, it's generally best to deal with things in a calm and rational way, rather than letting emotions get in the way:

systemuser said:

To me this is a disgusting response, basically accusing me of making this up. Having just spent £1400 I feel completely conned am am absolutely fuming.

screech_78

So, Apple products are almost always picked and packed by machines and a photograph taken before the machine seals the box (although the photos seem hit and miss these days and I have no idea why). 

Had the box been tampered with? 

DPD always record the weight but I’d say you are almost certainly getting no further if it’s already been investigated. Being a first time customer or having previous issues will almost certainly result in no further action when raising an issue with a high value item. 

You’ll need to send an LBA and then issue a claim. Once the claim is in progress, it’ll be referred to the head of the profit protection team who will confirm weights with DPD. If there’s any discrepancy, you’ll most likely receive a refund. If not, they will definitely defend the claim. 

systemuser

Thanks all for your help with this. Just as a follow up, I managed to get the case reopened and they admitted their error. I resent video footage and the photo with the weight on the box, which they couldn't really argue with. I have finally received the laptop.