John Lewis: Returned item lost in transit

Msef

Hi, I purchased a tablet from John Lewis on 28 Feb and picked it up from a post office on 2 March. However I needed a different model and even before opening the pack, initiated a return. John Lewis sent me a QR code to use at Royal Mail.

I handed the item to the post office on 10 Mar and have an acknowledgement from John Lewis that the item was in transit back to them on 11th Mar.

But looks like the item was never delivered to John Lewis. I chased up Royal Mail and they said John Lewis needs to raise a claim. I escalated to John Lewis and they flatly refuse to do anything.

Since they mandated the mode of return, and they acknowledged that I handed over the package, can they refuse to refund?

Any inputs on what I can do next to get them to refund the cost? Would welcome any recommendations!

jon81uk

As John Lewis issued the label with Royal Mail they need to make the claim. You need to go back to them and reiterate that you handed it over to their authorised agent (Royal Mail) and therefore you should get your refund withink 14 days.

dnpark38

Did the PO give you a receipt and a tracking number, if yes what does that say about the where abouts of the parcel?

Ergates

https://forums.moneysavingexpert.com/discussion/comment/81957613#Comment_81957613

This is the way. The moment you handed the parcel over at the PO it became John Lewis's responsibility. If they've lost it, then that's their problem.

So, no, they can't refuse to refund. Well, they obviously can, but they have no legal basis to do so. If they want to check that you've returned the correct item then they'll have to find it - and shouldn't delay your refund whilst they look. If they never find it then they have to assume you did.

Msef

https://forums.moneysavingexpert.com/discussion/comment/81957613#Comment_81957613

Thank you - this is helpful! I've raised an Escalated Complaint with John Lewis and hoping they come back with a positive response this time!

Msef

Thank you - this is helpful! I've raised an Escalated Complaint with John Lewis and hoping they come back with a positive response this time!

Msef

Yes - they did. At tracking shows the item still at a Royal Mail warehouse.

Msef

https://forums.moneysavingexpert.com/discussion/comment/81958731#Comment_81958731

Thank you - this is helpful! I've raised an Escalated Complaint with John Lewis and hoping they come back with a positive response this time!