Reasonable compensation from JL?

[Clarissa76]

I bought a big trampoline for my kids for Christmas. It was their main present.

Rather spoiled the day when we opened the boxes to find a large number of the parts were missing and some parts were included that appeared to be from another model entirely. A complete dead loss. The children were upset and I felt awful.

Have spoken to JL who have offered a refund. However they won’t remove the stuff they delivered (if you’ve ever assembled a trampoline you’ll know just how much stuff it is) so I’ll need to get that taken away somehow- will probably need to pay someone as it won’t fit in my car. They also haven’t offered even an apology for the upset that was caused.

Do you think this is reasonable? Would you just accept the refund or ask for them to cover removal etc?

I would ask them to include removal.
Take photos and send to show the extent of what needs to be removed

It’s not compensation though and don’t use that word with them though

It’s necessary costs incurred as a result of a fault with the product

Say it’s a hazard to the children

The refund is pretty reasonable. Though something that size is going to be annoying to get rid of. Tell them you've had a refund but would like to return it. Depends on their policy, they may not collect things. Worth a go.

They won’t compensate for the feelings of disappointment, but they absolutely should remove all of the items that were delivered. You might be able to get a goodwill gesture out of them but I doubt it. They are pretty terrible at customer service these days.

Find a scrap man to collect all the metal parts: they will be very happy. Keep the surround and net as spares

Agree it's not compensation and should not be called that. They should remove it. What needs to be removed though? Is it packaging or metal components? A scrap man/woman would normally remove metal for free.

Can't you sell or give it away as spares/repairs? I'm sure someone would take it off your hands.

Yeah leave the metal out as scrap. Take the rest to the tip if you can. I don't see why you need compensation.

JL have gone down hill over the years with respect to customer service. You could try speaking to a manager and asking for a gesture of goodwill. In addition ask them to cover the cost of removal.

Thanks everyone. It’s basically most of a trampoline that needs to be removed. A scrap metal dealer is a good idea.

Leave it out for the scrap man. They'll take it. Why do you need compensation? They've given you a refund.

John Lewis are a total disgrace these days. I've had orders not turn up, orders delivered with the wrong things inside in the last three months. Getting in touch with them is a complete nightmare and I've decided never to buy from them again. I know they probably give no shits but I spent on average £1k a year and I'm fed up spending my money for such terrible service.

Just to update this one- I had a big grumble at them about the hassle all this has caused and they agreed to refund, took the stuff away and sent me £100 gift card, so they can still get it right.