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Original poster

John Lewis refused refund can I do anything?

90 replies

Canidoanything · 08/06/2021 17:30

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?

OP posts:

Londonmummy66 · 08/06/2021 18:35

I had this with DD when she wanted to try on a pair of headphones that she was going to use to practice dance in. The instore ones to try on were plugged into an alarm so she couldn't try them on and jump up and down to se if they slipped. In the end we had to buy a pair and try them in the shop. I made the sales assistant open the box for us so that they couldn't complain about damaged packaging as the headphones couldn't be returned if the packaging was damaged. Poor guy's hands were shaking as he opened it - I felt mean but it was DD's birthday money so she couldn't afford the hit if there was a problem.

I'd always buy online if it was anything expensive for me so I could return it if need be.

Blankscreen · 08/06/2021 18:36

It is not JL's problem

i think you need to accept it is an expensive mistake and try and sell elsewhere

Clymene · 08/06/2021 18:37

But this isn't like trying a pair of headphones on to see if they do what you want them to do. It's literally like buying a pair of trousers when you wanted a skirt, cutting the labels off and then realising it wasn't a skirt.

Interested in this thread?

Then you might like threads about this subject:

General shopping

Whyareblokesonhere · 08/06/2021 18:41

The classic John Lewis isn't what it was, on the same thread as people saying contact head office and beg. As for being so egotistical that you refuse to leave a shop is just why we have such crap service in this country, as soon as people and companies try and do the right thing, people just abuse it. Business HAVE to make money or they cease to exist yet as consumers we just expect everything without having to pay for it.

A very sad reflection on society.

Sorry Op it doesn't help you but I'd agree with selling with a slight loss if you have to but the reality is the Chromebook would probably be fine anyway!

cupsofcoffee · 08/06/2021 18:42

I don't understand why DS was given the opportunity to open it if it was the wrong item? Or did you not notice until he'd opened the box?

Unfortunately I think you need to chalk this one up to experience and try and recoup your money via Facebook or similar.

dudsville · 08/06/2021 18:42

I agree with the pp's standing by JL policy. I wouldn't want to buy that item from John Lewis as new one you'd opened it. And I also don't think it's your son's fault. Fwiw, I use a chrome book instead of a laptop and it's fab.

notthemum · 08/06/2021 18:55

I have always found JL to be excellent. Sometimes the things are a little more expensive but the quality overall if great. The staff generally go out of their way to help and I have always been pleased.
I have always found that when making a complaint anywhere it is always better to write a letter rather than send an email and send the letter by recorded delivery (or whatever the term is these days).
However I have also noticed that many retailers no longer allow electricals to be returned due to theft and fraud. Not quite sure what would happen if you took it out of the box and then discovered that it didn't work, but I digress.
Just out of interest how old is your DS ?
And as another poster has mentioned I am not sure why you are furious at him. When he didn't make the purchase. YOU DID.
This was entirely your mistake and I feel very sorry for your DS if he has to put up with this whenever YOU make a mistake.

Original poster

Canidoanything · 08/06/2021 18:55

I was annoyed with DS as I’d already decided to return the item but he opened it. I totally understand John Lewis’s position and wasnt expecting a full refund but did hope they would let me exchange it for a more expensive item ie a laptop. I said I would exchange it there and then if it helps.
My DH bought himself a MacBook on 21 December online from John Lewis which he collected from a Waitrose store. He opened it, even turned it on! Then decided to return in early Jan. He returned it to the Waitrose store to be sent away for a refund and he actually got a full refund from John Lewis. How is that possible?

OP posts:

HalzTangz · 08/06/2021 18:55

@thesunwillout

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.

I agree, I use my Chromebook for work,8 hours day 5 days a week. Not come across anything I can't do on it yet.

OP - why is your son not able to use a chromebook in place of a laptop

Original poster

Canidoanything · 08/06/2021 18:57

To clarify I was annoyed at DS for opening MY package without asking me. He just went ahead and opened it after if decided to return it. Hence why I hadn’t opened the box!

OP posts:

nimbuscloud · 08/06/2021 19:06

My DH bought himself a MacBook on 21 December online from John Lewis which he collected from a Waitrose store. He opened it, even turned it on! Then decided to return in early Jan. He returned it to the Waitrose store to be sent away for a refund and he actually got a full refund from John Lewis. How is that possible?

Online purchasing is different to instore.

callmemaybee · 08/06/2021 19:13

Just to be clear, there are different laws surrounding purchases online vs in store.

Contrary to popular belief, you have NO entitlement to a refund after buying something in store, unless the item is faulty. If a retailer allows you to return something due to a change of your mind, that means the retailer is offering something above what the law requires them to - they are actually entitled to say no to change of mind refunds.

In store you have the option to check and test the item before purchase. You don’t have the option to do this online, hence why distance selling regulations allow you to inspect an item and return it if purchased online. Hence why JL’s website mentions a return for an opened item, but the store said no.

JL policy is in line with the law.

callmemaybee · 08/06/2021 19:17

I have always found that when making a complaint anywhere it is always better to write a letter rather than send an email and send the letter by recorded delivery (or whatever the term is these days).

It’s 2021. Letters are a thing of the past. “Recorded” delivery is a thing of the past. Emailed complaints are handled in the exact same way. I’m early 20s and have never sent a complaint letter in my life, but have managed to get a satisfactory resolution to any issue via email.

cupsofcoffee · 08/06/2021 19:21

@Canidoanything

I was annoyed with DS as I’d already decided to return the item but he opened it. I totally understand John Lewis’s position and wasnt expecting a full refund but did hope they would let me exchange it for a more expensive item ie a laptop. I said I would exchange it there and then if it helps. My DH bought himself a MacBook on 21 December online from John Lewis which he collected from a Waitrose store. He opened it, even turned it on! Then decided to return in early Jan. He returned it to the Waitrose store to be sent away for a refund and he actually got a full refund from John Lewis. How is that possible?

Your DH was able to return his item as he bought online, and John Lewis must abide by distance-selling regulations.

You bought in person.

Roselilly36 · 08/06/2021 19:24

I know someone who purchased a laptop from JL, they had all sorts of issues, it took months to get a refund and get JL to accept return of the faulty product. I wouldn’t dream of buying any tech from JL. I don’t think you have right to a refund unless the goods are faulty. But check with Trading Standards. I hope you get it sorted out.

callmemaybee · 08/06/2021 19:24

I know you haven’t done this OP, but the store isn’t to know whether you have tampered with the item or not.

They’ll know if a charger is missing as that will be listed on the box contents - but will they know if you switched out the CPU or mined the components in the time between purchase and returning? This is why the policy is in place.

Stores such as Apple have the resources to check this, as they are they manufacturer and retailer and deal with a significantly smaller range of items than John Lewis does - which is why Apple allow open box returns. Whereas the average sales associate at John Lewis is not trained to be a tech geek. JL sales associates need to be familiar with every possible item the department store stock, they don’t have the resources to confirm whether a random laptop has been tampered with or not.

Nomorepies · 08/06/2021 19:26

This reply has been withdrawn

This has been withdrawn by MNHQ on the poster's request

dementedpixie · 08/06/2021 19:30

@Canidoanything

I was annoyed with DS as I’d already decided to return the item but he opened it. I totally understand John Lewis’s position and wasnt expecting a full refund but did hope they would let me exchange it for a more expensive item ie a laptop. I said I would exchange it there and then if it helps. My DH bought himself a MacBook on 21 December online from John Lewis which he collected from a Waitrose store. He opened it, even turned it on! Then decided to return in early Jan. He returned it to the Waitrose store to be sent away for a refund and he actually got a full refund from John Lewis. How is that possible?

Oneline purchases are covered by distance selling regulations. In store purchases are not

SmithfamilyRobinson · 08/06/2021 19:33

Just checking whether this was Brent Cross? Just to say the staff have a reputation for being "difficult" in the partnership. Try again? Different person/manager?

Wingsnthat · 08/06/2021 19:36

Sorry OP but it’s like you’re blaming everyone but yourself here:

It’s your fault that you didn’t check the return policy before purchase - not JL’s.

It’s your fault that your son had unsupervised access to the item - not JL’s

You’re the parent and the purchaser - it was your responsibility to ensure that the item was returned in a re-saleable condition. You didn’t take precautions and now you are £270 down. Sorry but if that’s a lot of money for you to lose, you should have been more proactive from the beginning.

In the future: Don’t make assumptions, ask questions and clarify the situation. Remove the item from your son’s reach.

mooonstone · 08/06/2021 19:38

@SmithfamilyRobinson

Just checking whether this was Brent Cross? Just to say the staff have a reputation for being "difficult" in the partnership. Try again? Different person/manager?

Eh?

JL have done nothing wrong. They have followed the law. A different person or manager will tell OP the exact same thing as it was the correct information.

hellywelly3 · 08/06/2021 19:48

What are JL meant to do with an opened chromebook? No one is going to buy it with the seal broken. I work in a customer facing role and it’s awful when customers make mistakes but get angry with the shop. Suck it up as your mistake.

partyatthepalace · 08/06/2021 19:52

Try head office - you might have more luck - but I think you will have to take credit note not refund.

Divineswirls · 08/06/2021 19:56

I didn't know this rule and thank you for bringing it to our attention.

My MacBook Air bought 4 years ago and my DS laptop bought a month ago were both bought in store and work perfectly.

I will however buy all future ones online from now on. They have great free guarantees which we like buying from JL.

Does having it delivered to a local Waitrose count as buying in store of as being delivered?

Divineswirls · 08/06/2021 19:57

Or as

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