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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

To expect my new sofa....(Title edited by MNHQ)

109 replies

Strawberryshortcake40 · 03/02/2018 12:45

Ordered a new sofa last weekend from a major department store. Had been looking at it for a while and then browsing late at night it popped up on their sales section in the colour I wanted and at half price.

Placed order, expected it to bounce back as only one in stock, but all went through fine. Received a confirmation. Text last night confirming delivery. Text this morning confirming time of delivery. No sofa.

So I've rung and they tried to tell me they don't sell it anymore. They do, but not at the sale price (and with a twelve week wait). Apparently they can just cancel an order like this even after confirming it?

Anybody complained after something similar. Nothing in their terms and conditions covers it from what I can see.

AIBU to escalate it? I want my sofa :(

OP posts:

Original poster

Strawberryshortcake40 · 03/02/2018 12:46

Expect!!! Stupid predictive text!

OP posts:

LIZS · 03/02/2018 12:47

There will be something about it being subject to availability. Has the payment been taken?

Caroelle · 03/02/2018 12:48

Put something on Twitter, that often seems to get a result. No-one has to sell you anything, but having taken your money, I assume, you do have a contract with them.

Original poster

Strawberryshortcake40 · 03/02/2018 12:49

Yes they've taken the money. They did that the next day. And are now refunding it.

OP posts:

InspMorse · 03/02/2018 12:50

What company? I would complain.

twinsmummy5 · 03/02/2018 12:51

How rude !
We got rid of our old sofa due to delivery the next day . Next day came time of delivery - nope - it had been sent to the wrong house ! I was fuming ! We had to sit on the floor until delivery the next day - so I see your frustration !
They probably have something in their terms to cover themselves but don’t let it go without a fight , go to the store in person and kick up fuss , this worked for my partner before with regards to his parents new sofa !

InspMorse · 03/02/2018 12:52

They entered into a contract with you when they took your money.

CheshireSplat · 03/02/2018 12:52

Sounds like you have a contract to me but double check exactly what the confirmations said. And then kick off! Problem is if they don't actually have one to give you...

NorthernLurker · 03/02/2018 13:11

It sounds like they had one in the sale and have sold it multiple times. Is it Next?

Original poster

Strawberryshortcake40 · 03/02/2018 13:13

No it's not next. It's two words starting with a J and a L....

Money def went out when I ordered it and hasn't refunded back.

OP posts:

ToadOfSadness · 03/02/2018 13:24

Ahh, that store. I ordered a washing machine from them that was 'In Stock' because it was actually needed and the delivery time stated was when it was needed.

Payment was taken, then an e.mail arrived saying there would be an 8 week wait for delivery. Cancelled it and ordered from AO and it was delivered the next day.

I have had many problems with J L over the years, and one of them was a sofa with a 12 week delivery that started to fall apart in a very short time and after barely any use.

I would look elsewhere if I were you.

Original poster

Strawberryshortcake40 · 03/02/2018 13:30

I think it's the fact that they didn't cancel it the next day, or in fact any time up to the delivery time, that's annoyed me.

That and them telling me they don't make it anymore. Which they do, just not at a reduced price!

OP posts:

Fluffyears · 03/02/2018 13:59

Next did this to us. Sent confirmation of delivery then called the night before to say they had lost our sofa and it might be delivered, might not as they couldn’t track it. We then called and finally got told it was a system error and it wasn’t even built....had to wait 8 weeksvthen they sent out two 🤦🏻‍♀️

Bluntness100 · 03/02/2018 14:02

They won't have the money though. There is a large time delay in it leaving your account and the merchant receiving cleared funds. What you are seeing is a shadow hold by your card supplier. They hold till the merchant confirms or cancels the transaction, it's done electronically in thr back ground and not visible to you.

Thr bank holds the money as all they can see is you've commited it. They don't want you to spend it twice.

I'd check the terms and conditions you agreed to. John Lewis will be covered for out of stocks.

Original poster

Strawberryshortcake40 · 03/02/2018 14:09

But it isn't out of stock? They still sell that sofa only now it is double the price and a twelve week wait for delivery.

I don't think I have a leg to stand on, it just annoys me to have finished decorating the room and sat in for a delivery.

OP posts:

babyccinoo · 03/02/2018 14:15

You do have a leg to stand on. Do you want John Lewis complaints email address?

Thiscantreallybehappening · 03/02/2018 14:33

OP, I do think you might have a change of turning the situation around.
Have you escalated this up to a manager? The fact that they took your money and arranged a delivery slot means that you were expecting that sofa. You need to speak to the manager of that section and explain exactly what has happened. They should sort something out for you.

Thiscantreallybehappening · 03/02/2018 14:34

might have a chance not change

Thiscantreallybehappening · 03/02/2018 14:39

I think it's the fact that they didn't cancel it the next day, or in fact any time up to the delivery time, that's annoyed me.

This is the point, if the sofa wasn't available you should have had an email the next day cancelling the order. You didn't, they set up a delivery time for you. I think the sofa was there and something has gone wrong in the warehouse just prior to the sofa leaving. I don't think it wound have got that far if a sofa wasn't there. I really would not accept this OP. You have been very inconvenienced and you need to tell them this.

Also, if a delivery slot was booked the chances are the money has been taken from your account.

Original poster

Strawberryshortcake40 · 03/02/2018 14:41

The delivery driver turned up as he had something else to deliver too and he said they couldn't find it in the warehouse but it was on his note for delivery. It all seems very odd to me.

OP posts:

Thiscantreallybehappening · 03/02/2018 14:41

You even had a text this morning confirming delivery. The sofa must have been in the warehouse for that to happen. Something doesn't add up here I would definitely pursue this.

AstrantiaMajpr · 03/02/2018 14:42

I have stopped shopping at JL because of their poor after sales service. They just bat any complaint back at you them abruptly ‘close your case’. I don’t think you will get anywhere by complaining. In the old days you might have got a goodwill voucher but not any more.

Thiscantreallybehappening · 03/02/2018 14:45

Try and escalate this up. If you ring the call centre and explain, they will hopefully give you another number to ring. I was given this once and I got my complaint sorted. I haven't got the number now but you can and should take this further.

Original poster

Strawberryshortcake40 · 03/02/2018 14:47

No they wouldn't give me a number. Said there was nothing further that could happen.

OP posts:

Thiscantreallybehappening · 03/02/2018 14:54

I would ring back, you'll get someone different and just say it is your right as a consumer to take this further

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