Taking Faulty Goods back without Receipt - can they refuse to swap for same product??

Aphidman

Hi,

Went to John Lewis to swap my faulty Pure DAB radio today. I got it for a Birthday present so don't have receipt.

They refused saying I needed to get proof of purchase or take it up with Pure.

Just wasted 10 miles of car fuel and an hour of my time!!

Does anyone know my consumer rights in this one.

The clock/radio was bought for my birthday beginning of May. Since then it has developed an irritating high pitch background noise.

I thought they were most unhelpful and VERY defensive. They kept going on aobut Pure - as if a return may cause them a problem??

I don't want to go to the person who bought it - quite embarrasing really.

Any advice gratefully recieved

Thanks

mrcow

How do you know it was even bought from John Lewis if you haven't asked the person who bought it?

How would John Lewis know where you bought it from?

It's not embarrassing at all, you just need to contact the person who bought it and ask them if they have a proof of purchase as it's broken.

adandem

I think they are probably right, as this is a branded product it could have been bought from anywhere. If I'd bought someone an item that was faulty, I would expect them to approach me.
If you don't feel like you can do this, take the advice of JL and go directly to Pure.;)

alwaysonthego_2

As above you really do need proof of purchase. You have two options 1) Approach your relative 2)Go straight to the manufacturer

Aphidman

1. The present was bought with John Lewis vouchers.

2. Why do I need proof ?- the clock/radio is faulty - why would I take it to a different shop from where it was bought??

I just feel that John Lewis were being rather difficult - something I wouldn't expect from them, particularly when it comes to Customer Service. I am surprised that they couldn't scan the bar code on the box - surely they hold computer records??

Looks like I,m going to have to waste yet more time senidng it back to Pure!!

If I was asking for a credit note or refund then, yes, that would sound dodgy. However, it is faulty and I want a replacement.

dmg24

The barcode will be the same for any shop (unless they replace it with their own code).

I don't understand why you should think that you do not need proof. Do you think that JL should repair/ replace any Pure radios returned to them, even though they are sold by numerous different retailers?

uktim29

Aphidman wrote: »

2. Why do I need proof ?- the clock/radio is faulty - why would I take it to a different shop from where it was bought??

Without proof of purchase how are they suppose to know you didn't steal it?

Aphidman

1.Uktim, the radio is FAULTY - I have proof of that!

2. dmg - If it is faulty JL send it back, they get the refund. Pure then reconditions it and sells it to numerous smaller traders who then sell it on Ebay.

You two sound like you work for JL customer services!!

Thanks for your help

THE_LONE_RANGER_4

uktim29 wrote: »

Without proof of purchase how are they suppose to know you didn't steal it?

did you pay by debit card / credit card ??? love these negative posts

bexlincs1

If you know that the product was bought from John Lewis then by law you do NOT need a reciept. They can check the bar code with the tills and they can tell you if it is their product, but they dont like to do this as it takes up their time and they lose money!!!

.....this is because if they scan the bar code, they can tell whether it was scanned when it was bought as every radio will have a slightly different bar code! make sense?

alwaysonthego_2

bexlincs1 wrote: »

If you know that the product was bought from John Lewis then by law you do NOT need a reciept. They can check the bar code with the tills and they can tell you if it is their product, but they dont like to do this as it takes up their time and they lose money!!!

Wrong Wrong Wrong!!!! :rolleyes:

According to the Sale of Goods Act 1979 you need to have a proof of purchase including reciept or credit card/bank statement.