To ask if the supplier (a well known household name)

[Izzy24]

Should replace the faulty new washing machine which was delivered today?

According to them I have to contact the manufacturer, get them to come out and confirm that the washing machine is faulty, and THEN the seller will take action.

According to me my contract is with the seller who has supplied goods which are not fit for purpose and should replace it.

But they won’t budge.

Thoughts?

Your contract is with them not the manufacturer

Is it AO? I've always been really happy with their service in the past, but the last thing I bought from them was faulty and they made me contact the manufacturer directly. I've never done that before with any product or retailer.

It's bloody annoying. I'm not sure how these shops get round it, as any other purchase type you'd deal with them directly.

You are correct. If they won’t budge then you’ll have to report to Trading Standards and threaten them with small claims court.

No not AO.

So frustrating and don’t know where to go from here.

I had this issue with AO earlier this year. My new washing machine developed a fault on its second wash. I dug my heels in and they sent me a replacement and took the old (new) one away.

Thanks Bluleah. Will try again tomorrow.

I had the same problem a few years ago, I was as persistent as I could but they wouldn't budge about someone coming from the manufacturer to check it so in the end that's what I had to do and within a few minutes he could clearly tell that there was something wrong with the chip inside it and I got a new one.

It was a very annoying experience and I did complain but all I got was a half hearted apology

I had this with John Lewis, their own badged machine. 8 months, still fighting.

@Quickchangeartiste
Yep…..John Lewis ……

Oh well good luck! And if you win, tell me how …

I had this just email the CEO mailto:[email protected]

The CEO will never read it but it gets routed direct to the top of the complaints queue.

Thanks for that @HalfShrunkMoreToGo

Will do .

Gosh, I though JL were supposed to be known for good / outstanding customer service.

I guess not any more.

Quote their refund and returns policy back to Themis it supports your request for a refund/replacement. www.johnlewis.com/customer-services/returns?dt=informationOnOurReturnsPolicy

I had issue with damaged washing machine from John Lewis. They arranged for a Bosch engineer to come out

He confirmed it was damaged in transit and arranged with JL for a new one to be re ordered straight away

You are absolutely correct it’s up to them to arrange someone to come out. Hopefully you'll get through to some one tomorrow that can help

Dig your heels in. John Lewis should know better.

www.johnlewis.com/customer-services/returns?dt=returningAnItem-large-faultyLarge

Thank you all so much - this is really helpful.

You wouldn’t believe how adamant they were that I have to arrange for an engineer to confirm a fault before they will do anything.

You have a right to return, so I would say as they sent something that doesn't work you will be recharging your credit card. Take a video showing it doesn't work if you can. And assuming you paid on a cc then give John lewis 3 working days to refund or comtacy your card company. Make sure communication is in an email.

If you paid by debit or credit card, do a charge back on your account with your bank as the item supplied is faulty. That might shift them a bit

@Morechocmorechoc
When I told them I would contact my credit card company and stop the payment as the goods were faulty they said that would be fraud….

Did you buy online? You can send back under distance selling regs without any of this faff. John Lewis are truly awful these days. Suggest you phone again or go into store. Eventually you will get someone with a brain.

Do you have legal expenses on your house insurance? If so contact them and they will sort this out for you. Or contact Trading Standards.

If it’s curry’s all hope is lost.