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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

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

57 replies

JustGiveMeFiveMinutes · 14/06/2013 11:49

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.

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Original poster
JustGiveMeFiveMinutes · 14/06/2013 17:39

FFs. No need to shout. We have been told by everybody we do and my mum has tried and couldn't do it without the receipt Hmm

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KobayashiMaru · 14/06/2013 18:42

Well you do seem determined to be defeated by something that isn't actually a problem. It's really simple to do it online without the receipt.

Original poster
JustGiveMeFiveMinutes · 14/06/2013 19:44
Biscuit
OP posts:
KobayashiMaru · 15/06/2013 09:24

that biscuit will go lovely with my free nespresso.

KobayashiMaru · 15/06/2013 09:30

btw, the right answer was "thank you for letting me know I don't need the receipt I lost, what are relief. How nice you are Kobayashi".

You're welcome Grin

biological · 15/06/2013 09:35

Nicely put KM Grin

smaths · 15/06/2013 10:02

I bought one in April and registered online for the voucher but still had to send a paper form and copy of proof of purchase (amazon) to nespresso. So i think you do need receipt regardless of how you apply for the voucher. Not sure where you go from here... quickest solution I guess would be to buy another machine, photocopy the receipt,, send it to nespresso and take the unopened machine back as another poster suggested. But it may not be that straight forward if the serial number of your original one is already on their system. Is there no way JL will give you a copy of a proof of purchase? This is why I alway buy electrical items online so there is always a paper trail online as I am hopeless with filing receipts

Original poster
JustGiveMeFiveMinutes · 15/06/2013 12:34

For god's they've tried to do it without the fucking receipt already. We've also been told we can't circumvent the system now. How many friggin times do I have to tell you?

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Original poster
JustGiveMeFiveMinutes · 15/06/2013 12:35

That should read 'For god's sake'

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RobotElephant · 15/06/2013 12:37

Well just stomp your feet a bit. That'll sort it Hmm

Original poster
JustGiveMeFiveMinutes · 15/06/2013 12:40

I don't want to stomp my feet actually Hmm All I know is that we've tried to do it without the fucking receipt and it hasn't worked! JL and Nespresso have said sorry but no can do. I'm happy to put it down to experience tbh.

I wonder if the poster who says she did it without the receipt bought the machine from JL. She doesn't say and that may be the difference.

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Original poster
JustGiveMeFiveMinutes · 15/06/2013 12:51

www.nespresso.com/promo_spring_2013/UK_en/yep/ipad/pixie/index.html#terms

This shows the terms and conditions state the redeemer must have proof of purchase.

Frankly though I don't give a stuff now Grin

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Wheresthepopcornagain · 15/06/2013 14:41

I think there is info on the receipt that they need that is not available just by looking at your bank statement. I don't think they are being unreasonable.

bico · 15/06/2013 14:48

I've had a Nespresso machine for 10 years. It has never gone wrong and I have never had a problem ordering capsules. I've always thought their customer service was excellent but maybe I've been lucky.

When I bought it I registered it on line with them and they email me and tell me when my capsules are running out and when I should be ordering descale stuff.

bico · 15/06/2013 14:53

Looking at their website it looks as if you can register and then get your member number and claim the gift card so, as Kobayashi has said, you should be able to get it without the proof of purchase.

rainbowsparkles · 15/06/2013 15:06

If memory serves me right, JL will have an electronic journal of every receipt they have produced for a minimum of two years, if you can remember which store, till, exact date and approximate time you purchased the machine then they can produce you a copy of the receipt. You need to go into the store you purchased it from because each individual store is reponsable for it's own electronic journal. You need to be very clear on your details otherwise they won't search for you.

LisasCat · 15/06/2013 15:54

Kobayashi, although you've gone through the process I suspect you will shortly receive an email from them asking for a scan of your proof of purchase, as we did.

candycrushhater · 15/06/2013 16:03

Phone the John Lewis store and ask for a proof of purchase letter. They will be able to find your purchase by date and with your credit card number and will pop the letter out in the post. It's very straightforward and they do it all the time - I used to work for them.

EliotNess · 15/06/2013 16:09

just buy a cafetiere

Original poster
JustGiveMeFiveMinutes · 15/06/2013 16:26

Grin at EliotNess.

Rainbow and Candycrusher. I've gone down the route of asking JL for alternative proof but they said that they couldn't do this because of a change in their system and because I didn't go through their ordering system. The item was taken straight off the shop floor so to speak. It may be different in other stores but my store were quite insistent this facility isn't now available which is a shame because I was kind of hoping that's what they wold do. Thanks for the suggestions though Smile

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Original poster
JustGiveMeFiveMinutes · 15/06/2013 16:28

bico Both Nespresso and JL have been quite sympathetic but they are just refusing to provide alternative proof/accept alternative proof.

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ExcuseTypos · 15/06/2013 16:52

This is rediculous. You can prove pyu bought it from JL with your bank statement. Ou shouldn't need anything else.

However, I'd phone Nespresso and ask them for the exact bit of info they need from the receipt. if any.

I'd then go back to JL and ask them if they can get this info for you.

If you don't get any joy, phone Consumer Advice-here

www.gov.uk/consumer-protection-rights

They have very helpful to me on 2 occasions. You might find you only have to mention you will go to Consumer Advice, to Nepresso, and suddenly they might be a bit more helpful.

ExcuseTypos · 15/06/2013 16:52

Ridiculous

cleopatrasasp · 15/06/2013 17:01

Buy another one - don't even open it. Use the receipt to get your voucher then take the unsealed one back and say the person you bought it for already has one - this isn't even a lie! - and get a refund.

Original poster
JustGiveMeFiveMinutes · 15/06/2013 17:07

I agree Excusetypos It is ridiculous, but have tried all your suggestions and they are sticking to their guns.

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