wibu or John Lewis staff?

[dolphinsandwhales]

I bought a pair of wellies for dd a few months ago in John Lewis. She didn't need them at the time, but as children's feet grow quickly I bought size six and size seven at the same time, to save on wellie shopping in the future.

Dd is aged 2, the size 6 were fine and a few weeks ago she grew into size 7. A few days ago one foot got soaked as the wellies had a split on the seam. It was a small split, but the wellies were now useless. I took them back to John Lewis and showed them the split, which I thought made them faulty as I've never had this problem before and they were hardly worn, the bobbles on the tread were still there so obviously not very worn.

The member of staff was quite off with me, said it was wear and tear etc but grudgingly decided to search for the latest selling price to give me a refund. I explained that I wanted only a straight swap for another pair of own brand wellies in the same size. She refused this, as did her colleague who backed her up on this being the correct course of action, apparently I could be given a refund for the cheapest selling price of the wellies but not a swap as they didn't sell this design anymore. I said I'd accept any wellies the same size in a different design if they didn't have the one I'd bought before, I'm not precious on the exact design (the ones I'd bought were a special limited edition).

Eventually they agreed to give me a replacement pair that was more basic than the faulty pair, but by this point I regretted returning the faulty ones and wished I'd shopped elsewhere in the first place. Wibu? They made me feel like I was trying to hoodwink them, they even suggested I may have bought the wellies a year ago even though dd was with me and I showed them she was only just in size six shoes, so how would she have been wearing this size wellies a year ago?

[EldonAve]

Did you have your receipt?

[dolphinsandwhales]

No, I didn't have my receipt, I was honest and said I had bought the wellies a few months ago though but that you could see they'd hardly been worn, I wanted an own brand for own brand same size swap...I rarely return anything though and wonder if I'm bu judging by their reaction.

[Viviennemary]

It's not brilliant but acceptable. And they were cheeky trying to imply you were telling lies. You could write in and say you were disappointed with their attitude as I believe they do take such staff complaints very seriously.

You were offered back the price you paid for them. They were faulty so it shouldn't have mattered that much you returned them a few months later. I don't think you would have got any better treatment as regards the refund anywhere else but staff attitude wasn't great.

[LIZS]

proof of purchase ? You could have bought them for another child a year ago. I would have expected a little more compliance to the law with JL though. Doesn't bode well for when I get round to returning faulty bag next time we're passing.

[gentlehoney]

Considering you had no proof of purchase I think they were very decent to offer a refund at all.

[Finbar]

Me too.

[Marmiteandjamislush]

YABU. They gave you a refund, just use that money to buy a new pair. Sainsburys and Tescos have kids wellies in at the mo. in my experience, you don't get a big difference in terms of ethics or quality between the big high street brands anyway nowadays.

[Gruntfuttock]

YABU. A refund with no proof of purchase is good.

[AddUpToNothing]

I work for a bargain retailer and we accept faulty items back without any questions. We don't require a receipt and you'd be offered a replacement, credit note or a refund. So I would expect this from John Lewis as well.

[divingoffthebalcony]

Unless you've worked in retail, you have no idea the extent to which people take the piss when demanding refunds and exchanges with no proof of purchase. So I'm afraid I can't blame the staff for refusing to bend over backwards for you.

[KatherinaMinola]

I would write in - it is a disappointing lapse in customer service (especially for a company that prides itself on such). It's quite obvious when something's been worn out as opposed to splitting the first time you wear it.

Children's wellies should be made to last a year IMO (ie until outgrown).

[Trapper]

It is their choice whether to offer either a refund or replacement for faulty goods. If you had a receipt showing he original purchase price, I'm sure they would have refunded the full value you paid.
I'm assuming the amount they refunded was lower than the amount the wellies you wanted to exchange them for cost, which is why you are unhappy?

[LuluJakey1]

I am shocked at John Lewis being so difficult. They are usually so helpful. That is why I choose them. I don't think you are being unreasonable.

I had a bit of an experience in the one in Newcastle at Christmas where I bought stamps and they forgot to give me them. I went back within 5 minutes when I checked my bag and the dept manager- was just really rude. She stood chatting and laughing and ignoring me after an assistant told her I was waiting, then was incredibly snooty and told me off for not checking the bag when it was passed over, implied I could have taken the stamps out and was being dishonest. She then handed over the stamps.

I was beyond angry. I spoke to a senior manager and ended up tearful, I felt so humiliated and patronised - who took my details and promised to contact me but never did.

TBH I forgot aout it because my mum was ill and died a few weeks later but you have just reminded me.

[dolphinsandwhales]

Lulu that's terrible! What a horrible experience for you.

I appreciate it would have been better to have a receipt, but as they were own brand wellies and I wanted a swap for the same size I thought it would be clear that I wasn't trying it on. I'm tempted to go back there tomorrow with my John Lewis card so they can look up my purchase. I felt really embarrassed that they thought I was trying it on. I accept I was foolish not to keep my receipt though.

I think I'll shop elsewhere in future!

[UptheChimney]

Legally, if you didn't have proof of purchase, then they had no obligation to do anything for you.

It's because of scummy shop-lifters tat we must all be treated as potential criminals. It's a well-known scam (I was told by a lawyer friend who started out in legal aid lawyering, and used to defend these types of criminals).

Shoplifters take goods, then "return" them for a cash refund. Then buy drugs

[Themrmen]

Having worked in retail people will really take the piss to get money out of you, from stealing stuff your shop and then demanding a refund, to saying they didn't get their stamps (that happens) to trying to trick you buy giving you a load of change, then trying to swap with notes, then back again etc. till they confuse the til person so much they end up paying less. Perhaps they could have been politer but with no receipt you'd have got nothing from where I use to work

[Parietal]

if you paid with a credit or debit card, JL can often look up your past purchases on a computer and see your receipt, even if you don't have it. they did that for me when the buggy I had bought a year before was broken by easyjet. but if you paid cash, obviously they can't.

[RiverTam]

as they were own brand wellies they were being pretty crap, it's not like you could have bought them in M&S or Sainsbury's. I have to say, much as I love JL, their customer service isn't always as amazing as it's made out to be.

[Carrie5608]

Make a complaint. Phone the customer services no. on the receipt. They went way past normal enquiry and humiliated you. Believe me in this climate no retailer can afford for their staff to behave like that.

[Gruntfuttock]

Sorry, but I really don't think you have grounds for complaint since you have already received a refund, despite being unable to produce proof of purchase. That should be sufficient in my view, so to expect more than that is unreasonable.

[Smartiepants79]

Well I worked in John Lewis for a while and I dealt with many people attempting to rip them off. Returning goods that hadn't been in stock for over a year, even stock that was from another shop. Bringing back broken goods that they'd owned for several years and claiming they were faulty.
It was a joke. I'm quite glad they're being a bit tougher on refunds etc...
It must have been costing them a great deal of money. It's changed since they had a big restructure a couple of years ago.
Their attitude wasn't that great but they offered you a refund. I always think you're on dodgy ground with shoes. They've clearly been used and bought some time ago.
Why didn't you just accept the refund and then go and spend it on some new wellies. Instead of arguing with them for a swap?

[Trills]

No proof of purchase, and they don't sell that design any more?

I think you got very good service by getting any kind of refund - you could have bought them years ago.

Shopping elsewhere won't help if you want to get replacement on out of date stock that you bought a long time ago.

[Gruntfuttock]

Precisely, Smartiepants79. I really don't get it. Why not just think "Great, I have a refund, now I can go and spend that money wherever I like (incl. John Lewis) and get the wellies I want". Surely that's the best outcome. How on earth is that a cause for complaint?

[soapboxqueen]

If an item is faulty you don't need a receipt. You can use your bank or credit card statement as proof.

[ChunkyPickle]

I worked on customer service in Asda and really didn't have the problems most people are saying they've had working in retail!

This was awful service - you DO NOT require proof of purchase for faulty goods - they were own-brand John Lewis, so obvious where they came from and level of wear.

I do think that I'd have just taken the refund and gone elsewhere though.