John Lewis refused refund can I do anything?

[Canidoanything]

I made an expensive mistake today. I bought a chrome book from John Lewis rather than a laptop. Yes I know it was a stupid mistake to make and I should have checked what I was buying. I also know refunds are not guaranteed unless faulty which is why I bought from John Lewis, I thought they were meant to be customer service oriented.

DS opened the box up (he’s 13) but didn’t take it out the box & certainly didn’t use it.
Tried to return it 6 hours after buying but was refused refund, exchange or credit note as box had been opened.

I do understand it was opened and I am furious with DS but the return conditions online say John Lewis will refund if item has been “inspected” as long as it hasn’t been used.

I’m really upset. £270 is a lot of money for me to lose.

I spoke to the duty manager who was very nice and very understanding, he kept saying “I understand it hasn’t been used” but just kept repeating there was nothing they could do.

Is it worth persevering with or should I just accept it was an expensive mistake?

Did you buy online or in store?

Can you get a credit note and use that to buy a laptop instead?

Unfortunately opened/broken seal electronics are excluded from their returns policy.

Although I suspect if you contact head office they'll be more helpful than in store.

I would call and complain, their customer service is normally pretty good.

Try head office and beg explain your situation and see if exchange may be an option?

@SirVixofVixHall

I would call and complain, their customer service is normally pretty good.

Complain that the wrong item was purchased and then opened so can’t be returned? What is there to complain about?

Bought in store then tried to return 6 hours later!

It's their policy as the tamper proof seal was broken. Bummer I know but I guess they can't re sell..

That's odd. I bought a laptop from them a couple of years ago, opened it up, tried the keyboard and realised that I hated how loud and clicky it was, packed it up again and returned it, no problem.

I did unseal and unpack it very very carefully though, and although they knew I'd unpacked it, it went back with both laptop and packaging looking almost pristine.

Did your son rip the box open? Or maybe they've just change their policy. Is the policy dependent on whether you got it in the shop or online?

Their justification is that if you’ve had the opportunity to see it in-store you know what you’re buying and have “inspected” it that way; and that once the tamper-proof seal has been broken they have no way of establishing whether or not you have used it and e.g. installed settings or introduced a virus.

There was a recent case in the Guardian consumer section where somebody had an identical problem and John Lewis’ stance was upheld (although from memory, they refunded as a “goodwill gesture.”)

@saraclara online goods can be returned.

Could you sell it and get some of the money back that way??

I would never buy a laptop from JL after, years ago, they refused replace a faulty laptop I'd bought saying they'd send it off for repair with a SIX WEEK turnaround. I refused to leave the shop and got the general manager involved and eventually got the refund. I imagine it's changed now but it was a case of never again. Sorry that doesn't help with your dilemma but just a warning to others to check the terms very carefully.

I used to work there, and we used to take them back, and resell at a reduced price, as “used”...even if it hadn’t even been turned on. But that was over 10 years ago. The way fraudsters can extract so much from people online makes me think it’s a substantial risk- if that happened would the person then look to sue JL?
I think your best bet, if you get no luck further up the chain, is sell it one a local group. You should be able to get most of your money back that way.

If you buy in-store you have no right to return unfortunately.
They don't know whether you've used it or not and aren't able to sell on an open box item. You wouldn't have been happy to have been given an open box, and there's a risk that if it's been used by the previous purchaser, it could have harmful viruses / unsavoury photos etc. loaded onto it.

I don't think John Lewis is quite what it was.

Chance your luck online and emailing customer services. Be really nice to them and ask them to make an exception as you're a loyal customer and it was a genuine mistake. Really ham it up. Good luck! x

@MustardRose

I don't think John Lewis is quite what it was.

as another poster said:

"Complain that the wrong item was purchased and then opened so can’t be returned? What is there to complain about?"

I really do understand this is very disappointing OP, but it isn't JLs fault and they can't resell.

I would try selling it online if it doesn't meet your requirements.

(The return conditions online will refer to online purchases which have to adhere to slightly different selling laws)

I think that's fairly standard practice when it comes to electronics.

@ MustardRose
Would you be happy to buy an opened chromebook?

Why are you furious with your DS?You bought the item.

I would gratefully accept the credit note and put it towards the laptop. JL are not obligated to even do that.

Is it worth persevering with or should I just accept it was an expensive mistake?

They won't refund. Too many people break the seal, put an old / non working version in the packet and try and get the full price back.

As soon as your DS broke the seal the item is basically worthless and unreturnable.

Your best bet would be to sell it on Facebook marketplace or the likes. Hopefully you won’t make much of a loss and can put the cash back towards another purchase.

What's he using it for?

Some of them are good for basics.

Not sure you'd get a decent laptop for 270 these days.

DD has a Chromebook and it's excellent.