John Lewis?

[poorstudent1010]

Posting for traffic, sorry!

John Lewis offers a 2 year guarantee on top of the manufacturer’s warranty for small electronics. Has anyone made a guarantee claim with them - was it a faff? I want to repurchase straighteners which stopped operating straight after the warranty expired, so this is particularly relevant.

The item I want to buy is currently being sold for a lower price from another high street retailer, but this retailer doesn’t have the 2 year guarantee. Do you think JL will still price match?

Just weighing up my options as I might just order from the other retailer instead before they sell out!

I always use John Lewis where I can as they are so good if there is a problem. If they are not showing a price match online then take evidence that the item is cheaper elsewhere and providing the model/colour is the same they should match the price.

I spoke to JL this week as the cord on my steam iron has frayed and is leaving marks on my washing as I iron. Customer services were very helpful and I am in touch with the manufacturer to sent my iron off to be repaired. The only faff is that it will probably take 10 days so frantically trying to get on top of my ironing pile for I do this.

I hope this helps.

You can ask for a price match, it would be unusual for them not to give it.

What caused the straighteners to stop working? If it was a manufacturing fault then under UK law you can make a claim for up to 6 years. Google common faults with your type of straighteners and talk to John Lewis about it.

Likewise the other retailer may not offer a guarantee, but they still have a legal obligation to repair/ replace/ refund if there's a manufacturing fault.

I’ve always bought televisions from JL as there’s a 5 year guarantee but it’s not as good as it used to be.

I don’t know if it counts as a small appliance, but I had a coffee machine from them that broke within the manufacturer’s warranty period, and they didn’t want to know. Just repeated “contact the manufacturer” robotically and were unable to find the right contact number for me to do so (Google found it pretty easily).

Were excellent when our tumble dryer broke.

Can you give them a call and see what you say? Also if the other retailer is reputable you could by them anyway, and return for a refund if JL don't come through.

Thank you all for the replies!!

Luckily I was able to pop in store during my lunch break, they were more than happy to honour the price match. They didn’t check for the other retailer’s warranty/guarantee at all.

Just in case anyone is interested, Harvey Nichols is the other retailer - they have fabulous offers on GHD products right now.

@MRex thanks for the information! I think after the item is 6 months old the onus is on the customer to prove that the item was faulty at purchase. So I would need to get an independent report that supports my claim, it’s a bit of a faff.

Basically the straighteners slowly started to deteriorate (automatically switch off/wouldn’t turn on) then eventually just stopped operating about 14 months after purchase- very annoying and GHD couldn’t help.

My Dyson Airwrap stopped working a few weeks ago. I emailed Dyson who informed me that they could send an engineer out to my house (in the sticks) in a fortnight's time to fix it. I emailed John Lewis customer services who asked me a few questions, then had a replacement ready for me at my local JL within a couple of days. Really, really excellent customer service.

@PowerHooper wow, that is amazing customer service. Didn’t JL want the faulty item back?

The Dyson engineer thing sounds silly, surely Dyson could have just given you a postage label and repair it in house!

yes, JL did want the faulty one back - sorry, key detail! I couldn't believe Dyson's response either. How can it be cost effective to send an engineer to repair a hair dryer?! Even couriering it back would be cheaper.

It's worth a try, if there's a known fault then they won't bother with the report and will just take it back. I had that with a baby monitor after over a year, also a heated airer after just under a year. Doesn't hurt you to ask.