John Lewis cashback offer not honoured and they deny it existed

Bertiesausage

Hello
On 30 September I bought a Samsung Galaxy S10 Tablet for £599.  On screen they were offering differing cashback amounts on various models.  Mine had £150 cashback which then took the price down to that of the  competitors I looked at. 

I bought via John Lewis as I have their credit card so got points and they usually have a good after sales reputation.

I briefly checked the terms of the cashback and although I cannot remember exact details there was plenty of time for me to claim.

I admit I forgot about it and on the 17 October I phoned customer services as the offer on the website was now for students and the price was now £459.  £140 cheaper than the amount I paid.

JL say there never was an offer on the tablets.  They can't see it on their screen.  I am now outside the return window and I have used the tablet every day since buying it.  If I want a refund it needs to be faulty and apart from dropping the Wi-Fi occasionally it is not faulty as I cannot prove the tablet doing that.

Both my husband and I saw the offers when we chose which tablet to buy.  We cannot prove they were there as I didn't think to take a screenshot.

Sorry this is so wordy.  If anyone can advise me how to proceed that would be great.  Many thanks

Grumpy_chap

Is the cashback offered by JL or by Samsung?

Samsung often market their products with cashback promotions and strict criteria for registration and claiming.

Who were you expecting to claim the cashback from?


Is this the cashback deal you believe you secured?

https://www.google.com/amp/s/www.express.co.uk/life-style/science-technology/2116149/samsung-will-pay-you-150/amp

MyRealNameToo

Bertiesausage said:

Hello
On 30 September I bought a Samsung Galaxy S10 Tablet for £599.  On screen they were offering differing cashback amounts on various models.  Mine had £150 cashback which then took the price down to that of the  competitors I looked at. 

I bought via John Lewis as I have their credit card so got points and they usually have a good after sales reputation.

I briefly checked the terms of the cashback and although I cannot remember exact details there was plenty of time for me to claim.

I admit I forgot about it and on the 17 October I phoned customer services as the offer on the website was now for students and the price was now £459.  £140 cheaper than the amount I paid.

JL say there never was an offer on the tablets.  They can't see it on their screen.  I am now outside the return window and I have used the tablet every day since buying it.  If I want a refund it needs to be faulty and apart from dropping the Wi-Fi occasionally it is not faulty as I cannot prove the tablet doing that.

Both my husband and I saw the offers when we chose which tablet to buy.  We cannot prove they were there as I didn't think to take a screenshot.

Sorry this is so wordy.  If anyone can advise me how to proceed that would be great.  Many thanks

There are lots of different models, so do you have a link to the exact product you ordered? 

You could use web.archive.org - the WayBack Machine to see if the page was captured by them around the time; unfortunately single product pages are not indexed that often whereas home pages are likely indexed nearly daily. 

Bertiesausage

Thank you for responding.  We looked on the web archive but could not find the page we needed.

The offer looks very much like the one Samsung is advertising.  I will contact them to see if their offer was also via John Lewis

MattMattMattUK

There was a £150 cashback offer for the Galaxy Tab S10 FE and FE+. It was a redemption offer which means you need to claim it via Samsung, I cannot find the link on the Samsung claims site, but that site is not fully indexed so it can be hard to find links via Google.