To be disappointed with John Lewis?

[MrsD14]

Ordered a car seat for our baby, due later in the year. It arrived today, but DH and I aren't convinced it is properly new and think it might be an ex display model. No instructions in the box, damage to the handle and scuff marks on the bottom. Obviously we're a bit concerned it could have been dropped, and want a perfect one as that's what we've paid for! Returning it, and they've said they will replace, but a bit fed up that they seem totally unconcerned and unapologetic about a damaged baby car seat being sent out, and just don't want them to send this to another family. Also DH now has to wait in for a second delivery in the week. AIBU and PFB? (Will totally accept it if I am, v tired with preggy hormones, so not as rational as I might sometimes be!)

I think that's pretty poor actually and share your concerns. Yanbu.

YANBU to expect to receive goods in a perfect condition, but then I don't know what you want them to say or do? Surely sending you another one without quibble is good customer service?

Until they see the return they can't comment further I guess.

I think john lewis the store is marvellous but some of the delivery companies they outsource to are shocking. I'd lay bets it got damaged en route.

I don't think John Lewis would sell ex display as new. I think it's more likely that the package got damaged in transit.

I'm not sure what you are expecting them to do. They agreed to exchange without argument. They can't comment on any issues until they see it.

If you feel strongly about it, send them an email outlining your concerns.

Is there a compartment in the back/bottom of the car seat? Our seat's instructions were in there and I didn't find them for days!

That said if the box is damaged but the item is protected or padded within then it shouldn't be damaged, and if so I doubt they'd arrange a replacement for a damaged cardboard box. I understand to be disappointed with JL though as their customer service is normally excellent ime
Good luck with the new arrival (not the car seat)

Yes yes to hotfuzzra. I didn't find the manual until after ds had grown out of the seat