Active discussions

Meet the Other Phone. Child-safe in minutes.

Meet the Other Phone.
Child-safe in minutes.

Buy now

Please or to access all these features

Talk
AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

AIBU to expect Waitrose/John Lewis to give me back my £500?

378 replies

Clazzer1 · 19/12/2017 21:43

I had my car stolen last night. This would be bad enough in itself but Inside my car was over £500 of Waitrose / John Lewis gift cards that have been stolen along with all my children's Christmas presents.

As I still had the receipt for these gift cards I was able to give JL the gift card numbers and they were able to confirm that nobody had used them and they were able to successfully block anyone from from using them in the future. Sounds good - so you think they would issue new gift cards to me - WRONG.

Waitrose/ John Lewis policy is to NOT refund or reissue gift cards. This means they have my money, they have stopped anybody from using the vouchers I bought, they have confirmed that NOTHING has been spent from these gift cards but they are now withholding this money and refusing to give it back or provide a replacement. I am totally shocked at this response from such a respectable retailer. They are no better than the thief that stole them in the first place.

These gift cards were the school collection money that the parents had collected for a gift for several teachers and teaching assistants To withhold this from us is a true disgrace. AIBU to expect a multi million pound retailer like Waitrose / John Lewis to do the right thing and provide a replacement?

OP posts:
Original poster
Clazzer1 · 20/12/2017 22:00

You are right BouncyTigger - so sorry KCWW

OP posts:
BareBum · 20/12/2017 22:08

John Lewis is not what it used to be. They have become professional Gallic shruggers in their response to complaints. Very arrogant to treat your customers poorly.

newz2day · 20/12/2017 22:13

Wow I am so sorry OP that you experienced theft.

I buy super expensive items from John Lewis and have spent serious money with them.

To be fair if they don't sort out the 500 pounds then I won't feel comfortable shopping with them.

Especially as I think they sent a hamper worth 250 or something like that to the twitter user who is called John Lewis as a goodwill gesture. I thought the whole brand of John Lewis / Waitrose was down to their goodwill.

So sorry this has happened to you OP.

I do hope they see sense and help you out.

mousemoose · 20/12/2017 22:13

So they are profiting from your theft. I feel like they’re like that awful person in the London riots, who went up to someone who’d been mugged pretending to be there to help them, but sneakily stuck their hand in the victim’s rucksack and mugged them again! Well done, Waitrose!

Is there a hashtag to use?

BareBum · 20/12/2017 22:21

Yes, we need a #

Original poster
Clazzer1 · 20/12/2017 22:24

The waitrose hashtag seems to be #christmastogether

OP posts:
mousemoose · 20/12/2017 22:25

Haha was thinking more like #noprofitfromtheft !

Original poster
Clazzer1 · 20/12/2017 22:29

Sorry Mousemoose - told you I was rubbish with social media LoL

OP posts:
NK493efc93X1277dd3d6d4 · 20/12/2017 22:37

What a shame that JL are lowering their customer care standards like this.
Gift cards seem best avoided to me - the money is tied to a retailer with an expiry date that never appears on the card and that retailer will not even help you if they are stolen.
Incredible - heads they win & tails you lose!

allthegoodusernameshavegone · 20/12/2017 22:41

I have never received anything but shoddy customer service from John Lewis. I have now stopped using them in both personal and business.

ShakeShakeTheMuffin · 20/12/2017 22:56

#shameonyoujohnlewis ?
OP so sorry you've been through this.
Hoping for a good outcome.

Eltonjohnssyrup · 20/12/2017 22:56

OP. I have said this repeatedly and I don't know if you've seen it. Will also try and DM you. Although Waitrose has communicated poorly with you there is NO POINT you pursuing Waitrose for this. They act as a third party seller in this case in the same way Waterstones or Smiths sell and accept book tokens but don't administrate the system and can't authorise things like refunds. If you want to get this sorted quickly all you need to do is contact the John Lewis voucher helpline direct. I have several years accounting experience in retail and am 99% certain this is the case.

MelonKnee · 20/12/2017 22:58

Scroll down the posts on this link. Looks like Waitrose have changed their returns/refund policy so you'll get gift card rather than the amount being credited back to your card or receiving cash. Hmmm...

twitter.com/search?q=waitrose%20gift%20card&src=tyah

A little confused by the new returns policy @waitrose . Is it true that I can only return for a gift card now, no refunds? Tried to return an item that was on the wrong shelf and paid more than I thought today to be told I could only have a gift card!

ArchchancellorsHat · 20/12/2017 23:04

That's disgraceful that they have blocked the cards but won't refund or replace. I would also feel uncomfortable shopping there again - their main selling point was good customer service.

One thing occurs to me though - OP as it was car theft you should have an incident number from the police - would it help to mention that to them in case it has something to do with money laundering/other investigations? sorry if that's already been suggested.

newz2day · 20/12/2017 23:08

Op I really hope you get it sorted Smile

Sorry to hijack the thread but whatever you do don't move your custom to Tesco ( they have just failed to deliver for the 2nd time this month and always been late and rude customer service)

There system says stuff has been delivered when it has not.AngryAngryAngry

Supposed to have friends over for a roast tomorrow and yes after another hour on the phone they have blamed me - I have no groceries and only a few provisions.

Oh and each time they much you around it takes five days to get my money back.

Never ever again.

ItsBeginingToLookAlotLikeChris · 20/12/2017 23:16

Shitty. Really shitty. As far as waitrose concerned or jl they have no loss.

ItsBeginingToLookAlotLikeChris · 20/12/2017 23:17

Their customer service is way way down. I used to defend them to the death but I don't feel any loyalty to them now. I find they have gone very un child friendly.

ItsBeginingToLookAlotLikeChris · 20/12/2017 23:19

On other thread customers service was farmed out to capita. Good luck op don't let this drop. It's awful.

TheCowWentMoo · 20/12/2017 23:20

This is appaling from john lewis/waitrose. What's the point in blocking the cards if they are not going to reissue them to you?

That policy is designed purely for them to make money from their customers misfortune. By blocking the cards they know that that £500 can never be spent so they get to keep the £500 and never have to give ant goods for it..a win win for them. If you ever got the vouchers back (e.g. The police found them) you still couldn't spend your £500 because the cards have been blocked! They will be wanting gift cards to be stolen! Gift cards are not cash, if they can block them and they know they wont be spend then it costs them nothing to reissue them. Its really simple and they are massive comp at, they are not stupid, they know it costs nothing to reissue a gift card if it has been blocked, they know they get guaranteed money without having to give any goods. The policy is designed to profit from stolen gift cards pure and simple.

Eltonjohnssyrup · 20/12/2017 23:24

Waitrose WOULD have a loss. They are a third party seller like Waterstones or Smiths sell book tokens. Waitrose have explained it badly, it's poor communication. But all the OP needs to do is call the JL voucher line.

I feel like the only small voice of reason. :(

Original poster
Clazzer1 · 20/12/2017 23:26

Eltonjohnssyrup - I did see your note (thanks for posting) and I did call the John Lewis helpline - there is actually only one helpline across the 2 companies. They were the ones who directed me to go back to Waitrose with the receipt and they would transfer them. The store even called the person I spoke to on the phone but refused to do as she said after calling their own head office. I have also included JL in all the tweets and have now sent their CEO an email too. I really appreciate your advice and if you think there is anyone else or another group I can contact I will gladly. I need all the help I can get.

OP posts:
ItsBeginingToLookAlotLikeChris · 20/12/2017 23:26

Yes looks like theft they are quids in.
Absolutely despicable. Wouldn't ye old beloved of mumsnet Daily fail adore this story! Perfect for them!

ItsBeginingToLookAlotLikeChris · 20/12/2017 23:28

Daily mail op perfect fodder for the them!
Waitrose ruins Christmas for theft victim.
One poster said.it reminds me of the people trying to help the riot victims but had hand in the ruck sack stealing from him instead.

ItsBeginingToLookAlotLikeChris · 20/12/2017 23:28

Daily mail op perfect fodder for the them!
Waitrose ruins Christmas for theft victim.
One poster said.it reminds me of the people trying to help the riot victims but had hand in the ruck sack stealing from him instead.

Sparklingbrook · 20/12/2017 23:29

I am amazed the Daily Mail haven't pick this up yet. Can only be a matter of time.