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?

I think your next email needs to be Trading Standards to say that JL are trying to avoid their legal obligations - and then maybe post on the Which? Facebook page, pointing out how poor the service from JL is and how they're refusing to let you reject the item. Make sure to tag them

I knew this would be about John Lewis. Talk about trading on past reputations that haven't existed for years.

You could try routing the complaint through the Moneysavingexpert Resolver tool. It walks you through the process and directs it to someone at JL who can help, hopefully. They should absolutely be replacing your never used machine with a brand new one.

Especially as if you've ordered it online, you are entitled to reject it in 14 days for any reason, even if it wasn't faulty. Although obviously if it is faulty, you want them to come and collect it for free and deliver a working one straight away. If this goes on for more than a few days and you don't have a machine, I'd be expecting vouchers as compensation too.

www.moneysavingexpert.com/site/resolver/

Thanks for suggestions @BarbaraofSeville and @prettybird but……

I had a phone call late this afternoon in response to my email.

In ‘these particular circumstances’ they are prepared to collect the machine and replace/refund and apologised that it had been so stressful.

No offer of vouchers but at least it is sorted.

I’m going for the refund option…

Thank you very much everyone for your help and support.

Glad you have finally got sorted OP even if begrudgingly on their part !

They really are the pits. Hope you get a better one somewhere else!

Haven’t read the full thread but that’s appalling! How can they think it’s ok.

I would be on Twitter OP

Ah sorry my mistake for not reading properly! Glad it’s sorted

Good news @Izzy24 email to the CEO always seems to work 🤣

Wow. Such a shambles. They have to refund an item within 14 days however you would have to get it to a store which is not so easy eith a washing machine
Glad sense occurred.

Thanks all!

Any recommendations for a reliable machine with a quick programme option, and a good spin speed?

Email them and then go into a store with a copy of your receipt, your email and demand they fix the problem - in store it is harder for them to argue with you

Honestly, sometimes they can be amazing and sometimes absolutely awful. I recently had to have a faulty perfect prep machine replaced and it couldn't have been more straightforward.

Flip side, when I ordered 20 plates (5 sets of 4) and the box only contained 16, they couldn't have been less helpful. Impossible that could have happened at their end, everything is checked etc, etc, I didn't like getting stroppy but ended up pointing out that having just received over £1000 worth of goods via the wedding list and still having some vouchers I had no need to try and scam them out of £15. It was only when I said there had obviously been a theft at their end because the box had been delivered to my office and I had a colleague who had seen me open the box willing to witness it had only contained 4 sets and could I please have the necessary contact details to report the theft to the police did they suddenly manage to be able to send the missing plates. Such a palaver.

Miele. I laid mine off on a 0% credit card.

It's now 14 years old (TOUCH WOOD)

My brother got a AAA+ machine. Don't know which brand. He hates it!! He says it uses so little water, the clothes can't wash out the powder. He uses a bucket and pours extra water in through the detergent drawer.

I have no idea if he is an idiot or you shouldn't buy AAA+

Buy a Miele.

*paid!

Another vote for Miele.

John Lewis are absolutely dreadful since they outsourced their customer service a few years ago. I hate it when they do that ‘well under these circumstances’ like they’re really going out of their way.

Not Miele for me. Mine is 8 years old. Hate it, hate the claims and hate the company. I've told the story before on here. But here goes.

17 year old Zanussi washer/dryer went wrong, replaced with Miele washer. Our clothes were getting holes in them - even new items. Called the help line - was threatened with call out charges (£75+) if there were no issues. I only knew I had holes in new clothes - so there is AN issue. Machine less than 1 year old at that point. Engineer came. I was rebuked for using liquid not powder (I have that in writing on the engineers report (as new machines use powder) so when I put that on the recent Surcare thread I was told that was no longer the case. I never believed that statement anyway). Also I was told to add more water to the cycle using the add extra water button. I had bought the low water use machine and I have a water softener so we do not have hard water. So why would I need to add extra water to each wash cycle?

Eventually after 18 months I had to have a whole new drum. I was fascinated to watch so pulled out my phone to take a picture. I was told firmly, in my home, with 2 male engineers that I could not take photos. I felt very threatened. I asked what would happen to the "faulty" drum (as Miele claim no issues in the UK) - it would be sent to Germany. So that is how Miele avoid there being any issues in the UK.

Any engineer who visits my home for installation or repairs (think new fridge, dishwasher, freezer, etc) raves about Miele. I just cant.

John Lewis online people appear to be trained to rebut claims at any cost. They wait to see if you will kick and scream.

Well I’ve just ordered a replacement machine from our local supplier.

He told me I’ve chosen their most popular machine and that they will exchange/refund no quibble if anything goes wrong in the first 30 days. After that they will liaise with the manufacturer directly to effect any repair/replacement under the 2 year warranty.

🤞🏻🤞🏻and thank you all for your interest, information and support 😊😊

Argos are the same,. I bought a freezer that was incredibly noisy and they wouldnt engage, said I had to phone the manufacturer. Freezer was 3 weeks old

I think John Lewis' problems are long-standing. I recall a couple of conversations when they set great store with their 'Never Knowingly Undersold' before they changed that. It involved annoyed employees agreeing with each other that I should have bought it cheaper from somewhere else then' and never being able to describe what the point of their pledge was at the time beyond marketing.

My Miele fridge freezer is out of warranty. Its only 3 years old and cost 'loads of money'. Can anybody advise me about repairs?

Love that John Lewis employ lawyers as sales staff.. Fraud, contact manufacturers such great legal advice. Contact John Lewis again and tell them it is not suitable under the sales of goods act. Ask for your money back or a replacement immediately. If they refuse contact your Local Trading Standards