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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:

BifsWif · 03/02/2018 14:55

Email the CEO office. Google it and it’ll come up.

Quartz2208 · 03/02/2018 14:57

Email and complain definitely

Bluntness100 · 03/02/2018 15:01

It's not her right as a consumer. She needs to read the terms and conditions, often sale items are subject to availability. There is often also clauses about inability to fulfil. She will have agreed to those terms and conditions, so it's a binding contract. The fact she may not have read them and just ticked the box doesn't change that.

Once she's read them then she can decide if she has a valid case.

Bluntness100 · 03/02/2018 15:05

In fact having read, it does state the order is not competed or accepted if the products are not available.

Thiscantreallybehappening · 03/02/2018 15:06

Bluntness100 - I am aware of all of that BUT the fact that JL arranged a delivery date and then OP received a text this morning with a delivery time slot means the customer would have had an expectation that the sofa was going to arrive. Of course, items are subject to availability but if the sofa wasn't there it should have been cancelled the next day. Most companies don't arrange delivery days and time slots a week later if the items are not there.

AnnieAnoniMouse · 03/02/2018 15:08

Oh how disappointing & bloody annoying!

I think I’d email the CEO and if you don’t hear anything by Tuesday, take it to Twitter. I’d need a crash course as I don’t use it, but it does seem the best way to get this sort of thing resolved these days.

Good luck.

Original poster

Strawberryshortcake40 · 03/02/2018 15:09

The terms and conditions state that acceptance of the order by JL is when the product is despatched from the warehouse and the text regarding delivery is sent.

So if that is the case then they accepted my order?

OP posts:

Thiscantreallybehappening · 03/02/2018 15:14

OP, you said you had something else delivered from JL. Did you receive 2 texts one for each order?

grannytomine · 03/02/2018 15:15

I never understand why they seem to have a good reputation. Someone fraudulently used my credit card details with them and ordered £300 worth of stuff, no address they just collected it 300 miles from the address for my card. They were really unhelpful and said they couldn't talk to me because of data protection. It was my card and I couldn't ask about it. Sainsbury's bank, who issued the card, were really helpful and not impressed with JL. I never shop there now.

Ilovecamping · 03/02/2018 15:15

I would say they have entered into a contract with you, try and find out name of Chief Executive and put in a complaint.

Chaosofcalm · 03/02/2018 15:17

I had issues with John Lewis when I ordered a cot and a cot mattress. The cot mattress was delivered but no cot and we had not received any information about the lack of cot. When we rang them up they said the cot was out of stock and would not be becoming. We had to ask them to refund the money that they had taken for a product that they had no intention of delivering. There was no apology.

Original poster

Strawberryshortcake40 · 03/02/2018 15:19

I actually had two orders coming today as well as the sofa. So I received 3 texts last night and 3 this morning. One of each had that order number on. So I had no idea until the delivery driver turned up that it wasn't coming.

OP posts:

Bramble71 · 03/02/2018 15:20

Isn't advertising something at the wrong price against the trade descriptions (or something similar) act?

Original poster

Strawberryshortcake40 · 03/02/2018 15:21

I'm guessing they only had one available at that price. I did try and go online and get another one the next day but it clearly said then out of stock.

OP posts:

Lifeofa · 03/02/2018 15:24

May be worth reading up on loss of bargain, many online retailers changed their terms and conditions following an action against B&Q years ago, no legal qualifications here but it sounds like the stage your order got to it may be eligible to claim either the full priced sofa or compensation of the difference between the refund and the full price of order. The money saving expert website may offer advice from their members.

Kikashi · 03/02/2018 15:25

M&S did this to me. I ordered about £300 of clothes for my elderly father last winter in on of their 20% off events. They took payment etc emailed that delivery would be slower than usual due to high demand. Eventually after 3 weeks 1 pair of thermal socks showed up and they had the cheek to charge me postage as the order was below £50. Apparently they had cancelled the rest of the order and not told me (due to lack of stock) - no apology. As a "concession" they refunded the postage!!

Thiscantreallybehappening · 03/02/2018 15:26

They are treating you badly OP. You had every right to expect that sofa this morning. They had arranged a delivery day and then a time slot. You had cleared a room, changed your day around. You had every reason to expect that sofa was going to be delivered today. I still think something has gone wrong in the warehouse prior to delivery. I just don't think the email with the time slot would have been sent out to you if the sofa wasn't there. They have no right to fob you off with "the sofa wasn't there" . If you can grit your teeth and ring them back again and insist on speaking to a manager at the call centre and try and get the other telephone number you might actually get someone who can see that this is wrong and get this sorted out for you.

Bluntness100 · 03/02/2018 15:26

Op did you get a delivery confirmation or a dispatch confirmation?

They are two different things. Did it actually state the sofa was dispatched?

Thiscantreallybehappening · 03/02/2018 15:28

OP got a text confirming her order and then a text arranging a delivery date and then a text this morning confirming a delivery time slot.

If the sofa hadn't been there, JL should have cancelled the order last week. Not gone ahead and arranged delivery.

Thiscantreallybehappening · 03/02/2018 15:30

@Bluntness100

Original poster

Strawberryshortcake40 · 03/02/2018 15:37

With JL you get an order confirmation. Then a reminder of your delivery time the day before. Then one on the morning. You don't get anything else

OP posts:

Original poster

Strawberryshortcake40 · 03/02/2018 15:41

Actually you get a text the day after you place your order confirming your delivery date too. I got that as well.

OP posts:

LadyLapsang · 03/02/2018 15:44

I don't know what has happened to JL recently. Previously their customer service was fantastic and if ever anything went wrong they exceeded my expectations, but recently I have been very disappointed. Ordered Miele dishwasher, husband stayed at home for delivery and they did not show up, having sub contracted the delivery. In the old days they would have instantly tried to make amends - probably reducing the price. Now, you get a call centre. I really hate to say it, but JL is definitely on the decline at the moment.

Bluntness100 · 03/02/2018 15:45

So at no stage did you receive a dispatch notification?

Thiscantreallybehappening · 03/02/2018 15:47

Bluntness100 you don't get that with JL you get:

Order confirmation
Day of delivery
confirmation of day of delivery
morning of delivery: time slot

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