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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:
Moodycoo · 20/12/2017 23:40

It's always fascinated me that we should treat these vouchers as cash once purchased is the line they give out yet the vouchers have expiry dates unlike the tenners in my purse......

Hope you get somewhere with them OP!

MyDcAreMarvel · 20/12/2017 23:50

Ammreally shocked and annoyed on your behalf op. I hope you hear back from the CEO and it is resolved.

hollowtree · 20/12/2017 23:50

But they're not cash! They're unspent/unusable vouchers! The retailers have the cash... But no longer have to provide goods to that value? This is robbery, no?

OP in my opinion YANBU, I would be furious and kick up a fuss

MyDcAreMarvel · 20/12/2017 23:50

Oh and have you thought about doing a debit card chargeback via your bank.

MotherofaSurvivor · 21/12/2017 00:30

Independent / Ellisandra - This was a GIFT CARD! Not Vouchers ffs! Read the bloody thread!

BrokenBattleDroid · 21/12/2017 00:42

I'd be really cross about that too OP.

If they must be treated like cash then so be it. But surely that means reinstating the vouchers so whoever is holding it can spend it. JL getting £500 of pure cheeky profit is not what would happen with lost cash. It's either like cash or it's not.

I'd almost rather the thieves got the gift card - at least it might end up as a present for a pleasant Aunt or something.

PigletWasPoohsFriend · 21/12/2017 00:50

I'd love to see you get through life never using John Lewis or Waitrose, never going to happen!

Yet many many people can very easily.

clairethewitch70 · 21/12/2017 00:55

Try contacting Martin Lewis, Money Saving Expert. Post on the forums, spreading the word about this policy and see if anyone on there has any advice for you.

Original poster
Clazzer1 · 21/12/2017 00:57

Brilliant Idea Clairethewitch just sent an email to Martin !!!

OP posts:
Original poster
Clazzer1 · 21/12/2017 01:12

And one to WatchDog !!

OP posts:
Redglitter · 21/12/2017 01:18

I'd love to see you get through life never using John Lewis or Waitrose, never going to happen

I seem to have made it through life quite well without ever using either shop. I'm sure the OP will too

Eltonjohnssyrup · 21/12/2017 01:32

I'd love to see you get through life never using John Lewis or Waitrose, never going to happen

Peak Mumsnet

Have you never heard of Brighthouse, Argos or Morrisons?

pringlecat · 21/12/2017 01:32

What about [email protected]? Worth a go?

catwoozle · 21/12/2017 01:35

Have you never heard of Brighthouse, Argos or Morrisons?

Yeah, because they are just the same as JL and Waitrose Hmm.

SaturndayNight · 21/12/2017 01:39

Why did they cancel the gift card? They have profited from you and you have nothing to show for it.

DoJo · 21/12/2017 01:52

It's almost tempting to tell JL to reactivate the bloody things and car thief use them just so that your £500 at least benefits someone rather than lining JL's coffers!

mathsfiend1 · 21/12/2017 03:49

Another one also saying how JL customer service is pants now. Not so long ago we would go to JL for anything new and reasonably expensive as there was great back up - customer service is now pretty non existent - in fact so poor that when we went to buy new vacuum cleaner, washing machine etc for recent house move we consciously chose not to buy from them due to dreadful last experience with them. Do not think you get better service with JL - simply does not exist anymore.

Hauntedlobster · 21/12/2017 08:02

I’d rather the thief got to spread them than the money go to JL for no reaso.

GrapesAreMyJam · 21/12/2017 08:10

This reply has been deleted

This has been withdrawn by MNHQ at the poster's request.

Behindthedoor · 21/12/2017 08:32

Following this with interest as one of the many happy to pay more at JL because I believe I’m also buying excellent customer service i.e. peace of mind.

For instance recently paid £329 for something I could have bought from a reputable online retailer for £250.

On other thread customers service was farmed out to Capita.
^^
My blood ran cold when I read this, Crapita’s involvement could explain a lot. If JL are aligning themselves with that shower then it does give me pause for thought.

Don’t let it drop OP.

MelonKnee · 21/12/2017 08:45

Behindthedoor - just checked and it's true that they've farmed out their customer service to Crapita. Link to article from 2015.

www.theguardian.com/money/blog/2015/sep/12/has-john-lewis-lost-the-plot-complaints

'Staff morale is at rock bottom. Training and wages are barely above minimum, and the IT systems are so old it makes dealing with some problems impossible. Workers are told to get complaining customers off the phone to hit targets – whether their problem’s been resolved or not.

This isn’t a description of the working environment at a little-known internet startup or ailing retailer. This is the Capita-managed John Lewis call centre in Glasgow – according to a worker there who contacted my colleague Miles Brignall following our story earlier this year detailing rising complaints.'

Babyisinthecorner · 21/12/2017 08:45

You & Yours Radio4 Consumer Prog

www.bbc.co.uk/programmes/b006qps9

BBC3Counties Radio Consumer Prog if you're in Beds/Herts/Bucks

www.bbc.co.uk/programmes/p001xfs2

Iprefercoffeetotea · 21/12/2017 08:51

I'm surprised the car hasn't been recovered yet. You might find that when it is, the gift card is still in in the car, unspent.

I also hope that the consumer pages of one of the newspapers can help you - it's my usual line with unreasonable retailers "I hope this isn't one of those stories that is going to end up in the consumer pages of the weekend press" - it generally seems to give them the required kick up the bottom.

Why don't these people consider how they would like to be treated in this scenario? Do they really think it's ok for a retailer to keep £500?

Applesandpears23 · 21/12/2017 08:52

Have you tried asking your bank for help? My bank charged back the money when I was charged by a cleaner who didn't turn up. It is called non-receipt for goods and services.

Sparklingbrook · 21/12/2017 09:00

Iprefercoffeetotea-

Clazzer1 Tue 19-Dec-17 22:10:50
The car has been found Sparkling brook - it is with the police for forensics. I had a tracker on the car and new the minute it was taken - we followed it and found it in a back alley with all the items removed. The police think they used this new WIFI key hacking to take it