John Lewis - personalised tins of Quality Street problem

[EastMids2]

DD queued for 1.5 hrs in John Lewis (London) to order 2 x personalised tins of Quality Street. Both Christmas presents. Apparently you tick your choice of favourite chocolates on a form, it goes off back stage to be picked and packaged etc and then presented to you in a "Quality Street" tin but re-named with whatever surname you want as the "street name" . They looked great. However when she got home (100 miles from London) she checked the contents and one of the tins was missing two of her chosen chocolates. Huge disappointment - obviously having a person's favourites is the whole point of the personalised tin!

She immediately contacted John Lewis and their response was to apologise and say go back to shop with receipt. DD was on a day trip to London and it's not possible or practical to return. JL state "we are unable to offer a resolution unless you return to the shop".

There are 2 large John Lewis stores within 30 mins of DD's home. She went to the London as part of a girls weekend and they all did the Quality Street thing as a fun treat.

Can anyone offer advice or suggest how DD can get this sorted, please?

The Bristol one have always been great in my experience

The idea that someone should "buy a box to fill out the missing favourites" really doesn't wash. This is the big tin we're talking about which you fill with just three favourite sweets. You might need to buy about six boxes to get the requisite numbers of that one sweet.

I love the idea because there are only three QS sweets I really like and it's a shame it is only being offered in these few stores. In an ideal world I'd have just orange cremes and toffee pennies. Not sure I want to queue up for that long though!

OP I say this gently, but I got my personalised tin on Oxford Street on Monday. There was no queue, they do it all in front of you and you can see the tin before they close it. They had run out of strawberry delights and had marked that on the forms with a red cross (and told me and had signs up) so that could be a reason for the missing ones. It is not done behind closed doors at all - I’m wondering if your DD made a mistake and has exaggerated it a bit.

So it should have had three different types but only had one? Which one was it? Recipient may be happy with that anyway?

@costa Bizarrely, they say you can't have just all one sweet, you have to have three - yet the OP's DD seems to have achieved what JL and QS say you can't have!

Has she checked with the others who bought tins...maybe they just cocked up and put someone else's favourites in the tin and then labelled it incorrectly?

Another fan of green triangles here .

I also like the caramel cup is it ? And definitely the toffee finger

I agree with others .

Either get DD to go to the local JL store or buy a packet or tin yourself and put in the missing sweets.

Sorry to hear that OP. Of course they should rectify their mistake.

@WhentheRabbits They were missing two sweets. Probably 20 or 30 of each of those varieties. You'd have to buy at least three or four other tins to get that number of sweets

My tin was sealed with tape around the edge and then a fairly large sticker put over the seal.

I’m guessing this is standard and to comply with tamper-evidence. That’s why the OP’s DD won’t get anywhere with this. I’m wondering how the recipient is going to feel about the broken tamper evident seal. Hope the DD got the sticker off cleanly.

Mine was done on the shop floor too in full view.

@ShatnersWig . Ah , didn't realise that.

Well , in that case then OP, I think its a bit off that she has to traipse back to Oxford Street when there is a JL in Bristol doing the same deal.