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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:
AndhowcouldIeverrefuse · 21/12/2017 16:45

This is no better than theft, is it? JL has kept the OP's money and she has been given nothing in exchange.

MumGoneMild · 21/12/2017 16:47

It's really shit that's it's taking them so long to sort it.

Bad form

Imtryingveryhard · 21/12/2017 16:50

T k Maxx are great at customer service. I messaged them about a rude sales assistant who wouldn't let me return an item clearly bought from them and un used. ALl i wanted a gift voucher and not a refund. Not only did over a refund via Giftcard for the full amount, I got to keep the item.

Bobbybobbins · 21/12/2017 16:59

My brother got my sister JL gift vouchers for a wedding present and she accidentally chucked them out with the wrapping paper - he managed to get a refund eventually so keep in at them OP!

MaverickSnoopy · 21/12/2017 17:21

I wonder if it's because they think you will claim off the insurance and end up being quids in?

The whole thing is disgraceful. I need an update so I know if I'm shopping with them in the future!

In this situation I would press the point (and keep doing so) that x has already told you on x date at x time that this could be done.

Oly5 · 21/12/2017 17:26

Contact the Daily Mail! They’d love this

DeleteOrDecay · 21/12/2017 17:57

They cancelled the gift cards, but they've kept your £500? Isn't that theft? Or close to it anyway.

It's definitely not good customer service. Shame as I thought they were generally good with unusual situations like this.

Original poster
Clazzer1 · 21/12/2017 19:32

RESULT RESULT RESULT RESULT RESULT

oh the power of mumsnet and a twitter storm

Waitrose have called and a cheque is in the post !!!!!!!!!!!!!

Thank you everybody for your help with this.

Seriously though, I do think it is sad that it has come to this to get a major retailer to do the right thing. I spoke to the lady on the phone from Waitrose at length about the policy and that they need to change this policy to reflect modern day and to bring them in line with other major retailers. The lady responded "we address these situations on a case by case basis" I let her know in no uncertain terms that in my situation (where gift cards are cancelled and they can verify there has been no money spent on them) needs to be a direct transfer of funds like other shops and their policy needs to be updated to reflect this.

I did call the Martin Lewis office back - it just goes to a recorded message with no option to leave a message.

I hope they still run with this as I won't be satisfied until they change their policy. They have caused so much stress at a difficult time and whilst I am VERY happy to have my money back, they didn't have to cause me so much stress over it.

Thanks to all mumsnetters and particularly Coleen who sent my twitter feed into orbit !!!!

OP posts:
BlaWearie · 21/12/2017 19:33
Grin
SandyDenny · 21/12/2017 19:34

Great result, that's a weight off your mind.

I knew you'd get your money back but it is ridiculous that you need to kick up a stink online to get the glaringly obvious correct solution.

MumGoneMild · 21/12/2017 19:34

Whoo!!!!!

DeleteOrDecay · 21/12/2017 19:40

Great result op.

OhLittleBoreOfWhabylon · 21/12/2017 19:45

Hurrah! It's a christmas miracle Xmas Grin

Noofly · 21/12/2017 19:45

Hurrah!

PuppyMonkey · 21/12/2017 19:48

Brilliant news but I agree, they haven't come out of this at all well. It would definitely make me think twice about buying gift cards from JL or Waitrose in future.

AuntPol · 21/12/2017 19:52

That's fantastic news, OP, I'm really pleased for you.

It will make me think twice before getting Jl vouchers as a present for someone, though!

buckbeak · 21/12/2017 19:59

That's brilliant @Clazzer1 so bloody pleased for you!!

LIZS · 21/12/2017 20:02

Great result. I was surprised how straightforward it was to get a replacement One for All card when dh had his wallet stolen - JL is one of the retailers you can use it in.

ItsBeginingToLookAlotLikeChris · 21/12/2017 20:07

Great result op. Great result but ultimately I agree it is shouldn't have been this hard work. Oh well.

newz2day · 21/12/2017 20:07

Great result OP Smile

newmum7369 · 21/12/2017 20:13

Really JL stepped up, although surprised and disappointed it was such a struggle. Yes it is printed on the voucher to treat them as cash, but I have always found JL so helpful in these situations and that is why I shop with them.

I once put £40 of JL vouchers in the washing machine. You couldn't make much out of the remains but I posted what was left on the of chance they might replace them and they did!

Had the vouchers not been blocked I wonder if there was a way of tracking the thrives when they were spent (sorry if this has been suggested, haven't RTFT).

Thetreesareallgone · 21/12/2017 20:48

Good that it has been dealt with now- but sad you had to work so blinking hard to get them to replace something they just took the money from you and banked!

I bet you are exhausted now, what with the theft in the first place, the presents missing, the feeling of having let others down, then fighting to get your money back, time to have a mulled wine and stop I think!

ShakeShakeTheMuffin · 21/12/2017 20:59

So pleased they've tried to save their reputation due to the shit storm online seen sense and refunded the money. I'll think twice about buying their vouchers in the future.
I hope the bastard who stole your car has a shit Christmas.
FlowersWine for you OP.

APcreator · 21/12/2017 21:03

I'm not a lawyer but I would assume if they have cancelled the giftcards you bought, then they legally have to refund you. Regardless of whether you have them in your possession, they have cancelled the giftcards. Your giftcards. Get a lawyer to write a letter as pretty sure this is unlawful.

InSpaceNooneCanHearYouScream · 21/12/2017 21:23

On a different note, did you really give the teachers £140 each and the teaching assistants only £85 each? You do know TAs earn minimum wage, right?

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