Nespresso and John Lewis are unreasonable sodding bastards. Or is it me?

[JustGiveMeFiveMinutes]

Bought my dad a Nespresso machine from John Lewis. The deal was it came with a £40 voucher. I lost the receipt (my mistake I know) which I'm now told he needs to redeem the voucher. I wasn't aware of this when I bought the machine.

John Lewis and Nespresso have both said tough. Your mistake, nothing we can do.

I can prove I bought the machine by my bank records but Nespresso say this isn't good enough evidence. I think this is rubbish. If I went to the small claims court I'm confident that the evidence of the bank records, the fact we have the voucher and my own evidence would be enough to establish the fact I bought the machine from John Lewis in the way I have claimed to have done.

Apparantly Nespresso have had other customers who've been in this situation. I realise there are lots of people who are prepared to pull a fast one on big businesses but I feel really disappointed in Nespresso's attitude.

Have John Lewis said he needs the receipt or proof of purchase from John Lewis? I would ask them to prove their answer in writing. My guess is that they need to show proof of purchase, i.e. that you didn't buy it from Argos, but a bank statement is legally acceptable for this, you don't need a receipt.

Did they state at the point of sale that the receipt was required to claim the voucher?

Sorry - but as this is a promotional offer then it's up to Nespresso/John Lewis to set the terms and conditions. Bank statement would be good enough proof of purchase for a claim under Sale of Goods Act - but that's not what this is.

What does your bank statement actually say? Does it state 'Nespresso' machine plus the price, or only that you spent X amount at John Lewis on Y day?

I don't think its unreasonable that they ask for clear proof of purchase, sorry.

If it makes you feel any better, Nespresso have just lost a patent battle for the shape of their capsules, so now all coffee manufacturers will be able to make coffee pods for Nespresso machines.... this doesn't help you directly but its a kick in the teeth for Nespresso!

I think it is your responsibility to look at the terms and make sure you don't chuck things you need or poor cashier at JL would need a bloody immense memory.

If people do try to pull a fast one and try and claim when they have bought it from elsewhere I can understand why JL not budging.

Will your credit card statement day what you bought or just that you spent x amount in x shop?

So you have the voucher, which you could only have got by buying the machine at JL?

Does the voucher say you need a receipt with it?

I wasn't told at the point of sale that I needed the reciept in order to redeem the voucher. That information was on the voucher but that would only be available to read once I'd opened the box and retreived the voucher.

The JL system is odd. Had I made the transaction in another way (through their ordering system) my purchase would've been easily retrievable. However, an assistant took my machine to the collection point and I paid at a seperate till. This means the purchase can't now be traced easily.

For those people saying, your fault, yes I know. However, where there is clear evidence of a purchase, I would expect two companies like JL and Nespresso to take a common sense view.

If you weren't told at the point of sale that you needed the receipt but were informed that there was a voucher for capsules included in the price, then they're legally obliged to accept your proof of purchase. Check the info displays at the point of sale.

We've just bought a Nespresso machine and the person who served us told us that we needed the receipt to obtain the voucher. We didn't get it from John Lewis though, so must be in the Nespresso terms and conditions.

The fault appears to be with John Lewis but I suppose there isn't much they can do if Nespresso refuse to budge.

I'd go back to JL, and up the hierachy a bit, explaining (again) that you weren't told at the till, and you couldn't know until it was opened, and you're terribly upset etc. They are usually very helpful IME so maybe you got someone having a bad day?

When I bought our Nespresso machine in John Lewis the person demonstrating them actually processed by £40 voucher there and then, setting up my Nespresso account and helping me to select the kinds of coffee I'd like. (This was all once I'd paid, I was told before I paid that I'd need to use the recepit for this process though).

I found them really helpful, so it sounds like you've come up against a bit of a JL jobsworth.

We have a Nespresso from JL, I would be worried about not having the receipt for the guarantee too tbh.

I've had to send our receipt to Nespresso twice in the time we've had it to get parts replaced. They are very helpful and good at sorting things out, but only once I have produced all my receipts and serial numbers etc.

Not just you - my experience of Nespresso customer service was woeful.

I tried to buy my sister nespresso capsules as a birthday present (her request) but was unable to do it online as she lives in a different country to me (every other shopping website seems able to cope with purchases like this but not nespresso).

So I tried to do it over the phone, and it took 3 attempts and 40 mins for the phone customer sales person to manage it - again pretty rubbish service, but it gets worse.

Then after 3 weeks, I realised my sister had never mentioned receiving the present so I rang to check it had arrived and it hadn't. So I rang nespresso and they had no record of it and assured me the sale mustn't have gone through. I checked my bank account and realised they had taken the money so rang them back, and they still couldn't find any record of it even though I gave them the exact date they took the money, my details and my sisters details. It took a further 3 weeks and me having to provide them with a copy of my bank statement to prove they had already taken my money to solve the issue. During this time they didn't keep me informed so I had to keep checking back with them.

And no apology or anything for the time/ hassle etc. I reckon it was because they knew I didn't have my own nespresso machine (as had no account with them) so they didn't think I was worth the effort of keeping happy. NESPRESSO ARE CRAP!

And now that I hate them I've also read about how environmentally damaging their product is so another reason not to ever buy them again!

you can claim the voucher online, no need for the reciept, I've just done it this morning.

Thanks for the replies. The primary reason I bought this particular machine was because of the voucher. I am concerned the machine doesn't now have a guarantee as well.

KobayashiMaru

That isn't what I've been told. Everybody I've spoken to has insisted I need the receipt.

It's a promotion!
They have their terms and conditions in order to be eligible for this and if you don't meet them, then unfortunately it's too bad.

See if you can return the machine - if you have proof of payment (CC bill?) then they may well let you return it.

Then buy another one and get the voucher

It's on the red card that has all the details on it. "Apply online @ ...etc"

I don't know what you've been told, but I have just actually done it.

I don't dispute that DamnBamboo but I still think their unwillingness to apply any discretion whatsoever is heavy handed.

I was about to say the same as RobotElephant!

Or just buy another one, redeem the original voucher with the new receipt, and then return the new one (sealed with voucher inside) with the same receipt for a refund saying you changed your mind.

As an aside, it's pretty standard to need to keep the receipt for warranty/guarantee purposes so it's really not wise to throw it out - but you know that now! :)

I never usually threw receipts out but mistakes do happen.

YOU DON'T NEED THE RECEIPT!