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  • FIRST POST
    • bobwilson
    • By bobwilson 14th Mar 18, 5:58 PM
    • 359Posts
    • 96Thanks
    bobwilson
    John lewis refusing refund under distance sel regs
    • #1
    • 14th Mar 18, 5:58 PM
    John lewis refusing refund under distance sel regs 14th Mar 18 at 5:58 PM
    Hi,

    I've not been in this position with a reputable company like John Lewis before, so I'm somewhat surprised by this. I bought a washing machine from John Lewis online, and it arrived last night. It was installed by the John Lewis men.

    However, this morning I noticed when I put my first wash on that the soap drawer leaked water down the front of the machine during wash cycles.

    I've owned a machine of this model before and it never behaved like this, so I know it's faulty. I called JL for a replacement or refund, but to my surprise they insisted on me calling Bosch & sending out an engineer to come and look at it in 8 days time. JL told me it's to establish "who is to blame".

    I mentioned about the 14 day distance selling regs, and how I don't want the hassle of waiting 8 days for an engineer to come out, but JL insisted it was my only option. They refused to refund or replace without seeing the results from the Bosch engineer.

    I explained this goes against the distance selling regs, but they wouldn't listen to me (in fact, many staff at JL were outrageously rude & one even refused to let me speak to a supervisor then hung up on me).

    I was so shocked & appalled as this is John Lewis, not some disreputable online shop.

    Has their customer service gone down hill in recent years, or am I wrong to expect a refund or replacement without an engineer visit? I've no idea what my next step is but I've already spent around 4 hours on the phone/on hold & really want to avoid any hassle as I'm in the middle of moving house & managing refurbishments.

    I tried citizen's advice charity but couldn't get through to them, I guess they're quite busy.
Page 3
    • peter_the_piper
    • By peter_the_piper 10th Apr 18, 1:21 PM
    • 26,757 Posts
    • 34,800 Thanks
    peter_the_piper
    In fairness to JL, my telly packed up after 4 and half years, they could not replace so paid me back the cost which I then used to buy another one.
    I'd rather be an Optimist and be proved wrong than a Pessimist and be proved right.
    • waamo
    • By waamo 10th Apr 18, 1:25 PM
    • 3,031 Posts
    • 3,931 Thanks
    waamo
    Why not issue a letter before claim? If they are not playing ball with a faulty product then get legal on them.

    It may well be a n idea to be armed with a report of your own into the problem with the machine. Get an independent report done and add the price (assuming they find a fault) into the value claimed in the LBC.

    Armed with a report they may well back down. I certainly wouldn't let it slide.
    This space for hire.
    • neilmcl
    • By neilmcl 10th Apr 18, 1:35 PM
    • 10,837 Posts
    • 7,673 Thanks
    neilmcl
    I was thinking the same, it'll cost around 50-75 to get an independent washing machine engineer out to diagnose the fault and armed with their report, if it is indeed faulty then you should be able to get JL to take you seriously. That is if you're confident that there is an inherent manufacturing fault.
    • humptydumptybits
    • By humptydumptybits 10th Apr 18, 1:36 PM
    • 137 Posts
    • 271 Thanks
    humptydumptybits
    I've only bought from them once that I can think of and I phoned to check the item didn't require any assembly and was assured it didn't but in fact it did.

    My other experience with them is my son buying me a hamper for Christmas and it arriving with a card to someone else with a message that clearly wasn't for me. Customer services couldn't explain what had happened or why.

    Third experience was when checking my credit card and saw a purchase of almost 300 at John Lewis, I phoned them and they refused to give me any information due to data protection. It was my card so don't know why I can't have the details. They wouldn't help me, the only thing I found out was it had been delivered somewhere other than my address and suggested I speak to the police. I spoke to Sainsbury's bank who issued the card and their service was great and they dealt with everything and were surprised at what John Lewis had said.

    I don't use John Lewis and don't understand why people think they are any good.
    • neilmcl
    • By neilmcl 10th Apr 18, 4:15 PM
    • 10,837 Posts
    • 7,673 Thanks
    neilmcl
    I've only bought from them once that I can think of and I phoned to check the item didn't require any assembly and was assured it didn't but in fact it did.

    My other experience with them is my son buying me a hamper for Christmas and it arriving with a card to someone else with a message that clearly wasn't for me. Customer services couldn't explain what had happened or why.

    Third experience was when checking my credit card and saw a purchase of almost 300 at John Lewis, I phoned them and they refused to give me any information due to data protection. It was my card so don't know why I can't have the details. They wouldn't help me, the only thing I found out was it had been delivered somewhere other than my address and suggested I speak to the police. I spoke to Sainsbury's bank who issued the card and their service was great and they dealt with everything and were surprised at what John Lewis had said.

    I don't use John Lewis and don't understand why people think they are any good.
    Originally posted by humptydumptybits
    Because compared to most other large, department store retailers they are. That doesn't mean things don't go wrong but most are isolated incidents when you compare the sort of complaints you see with other retailers out there.
    Last edited by neilmcl; 11-04-2018 at 12:04 AM.
    • humptydumptybits
    • By humptydumptybits 10th Apr 18, 10:06 PM
    • 137 Posts
    • 271 Thanks
    humptydumptybits
    Well my experiences were 100% bad so I can only judge on my own experience.
    • theonlywayisup
    • By theonlywayisup 11th Apr 18, 6:26 AM
    • 12,148 Posts
    • 8,219 Thanks
    theonlywayisup
    I can see it from both sides.

    The OP knows there is an issue but doesn't know what is the cause. But it isn't working as it should.

    The seller (JL) have sent an engineer and he claims the fault lies with the customer.

    Taking aside what we've been told about the engineer, JL have to assume he is correct.

    I would commission my own report - certainly with having another machine by the same manufacturer - it will cost less than 100. If there is a fault, [and it is inherent] the OP can go back to JL for a remedy and reimbursement of the cost of the report.

    Of course, it could be that another engineer finds no fault. A chance the OP may feel isn't worth taking.
    • reason2
    • By reason2 11th Apr 18, 11:25 AM
    • 216 Posts
    • 219 Thanks
    reason2
    telling you to grow up is not a personal attack.

    you were given honest and legitimate questions and advice, which you chose to ignore then sulked about culminating in a rude and unpleasant reply to said poster.

    i note you have now edited this post so i cant quote some of the examples.

    if someone acts childish, telling them to grow up is not an attack but legitimate advice.

    Additionally you did state you wanted to get your own way immediately without JL being able to verify the issue you claimed to exist.

    JL had done no wrong but you refused to accept that because you knew best.

    Don't play the victim here, the responses you got were your own doing.

    Ok Honey?
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