To tell you never to buy a bra online from John Lewis EVER AGAIN???

[Onthetrain75]

Recently bought 2 new bras online to try from JL. Have done this for years, often order multiple sizes as different styles and makes often vary. Have kept loads over the years and returned some too.
Just tried to return the ones I have just received as they don't fit, only to be told that they are NON-RETURNABLE?? How can this be? I asked them to confirm this to me in writing but customer services refused. They say this has always been the case? Both bras have the tags on and one hasn't even been removed from its wrapper. I am so cross. What a waste!! Am I the only person who doesn't know this? I would never order a bra online if there was any question that I couldn't return it.

YABU - its always been the case that you can't return bras to JL

YANBU - this is a change and should be made really clear on the website!!!

I can't talk for online but I've definitely bought bras in a variety of sizes from John Lewis in the past, in store. Tried them on at home, then returned all the ones that didn't fit. Definitely not always been the case that they are non refundable.

I returned online bras just last summer!

I thought they had to offer refunds under distance selling rules?

@MiloAndEddie Customer Service woman told me that they are "personal items" so not eligible to be returned. I really do have the rage!!!

I’ve definitely returned bras I’ve ordered online to John Lewis in the past 2 years, it says stick-on bras aren’t returnable on their website but doesn’t mention normal bras.

Their returns policy online says it’s only briefs and stick-on bras that can’t be returned.

I've just looked on their website. Is dies say lingerie briefs and stick on bras can not be returned.

Are the bras you bought stick on, or part of matching pants and bra sets?

If not, then you absolutely should be able to return them.

From their website-

Products that cannot be returned for hygiene reasons:
…
Lingerie briefs and stick-on bras

So unless you’ve bought a stick on bra, I’d ring and ask again.

It can be returned according to their returns policy

@MiloAndEddie

I thought they had to offer refunds under distance selling rules?

There's exceptions to that, specifically including underwear.

I’ve just gone to the JL app, found a random bra and scrolled down the description to hit Returns. That link led to the usual 35 day return period blurb.

If you follow the link to find out which items can’t be returned, the only bras it mentions are stick-on bras.

Sorry to repeat information, I’m a slow poster.

@Onthetrain75, you might try returning them by post instead, using the postage label that came with the receipt.

I think you're dealing with a jobsworth that doesn't know the facts.

I'd send them an email, quoting their policy.

@Yalz the problem is that they were drop shipped from Royce, so there is no returns label. This is why I got in touch with customer services in the first place.

[quote Onthetrain75]@Yalz the problem is that they were drop shipped from Royce, so there is no returns label. This is why I got in touch with customer services in the first place.[/quote]
What does “drop shipped from Royce” mean?

It just sounds like one employee who doesn't have a clue what she's talking about, rather than a John Lewis issue in general. Go back and ask somebody else, I'm sure you won't have a problem getting a refund.

Just try calling them again and hope you get someone else - they may know what they are talking about. The one you first talked to probably didn't. I wouldn't raise the issue unless a second employee tells you the same thing.

They are definitely misinformed. Send an email and complain, they should have taken it back.

@Aprilx it just means that they get sent direct from Royce, even though I placed the order with JL

You must have a record of the transaction on your debit or credit card?

If you have a My John Lewis account, the order will be recorded there. You should be able to click on the order and go to returns. You will then be told how to return any items you don’t want.

I’ve not bought online so can’t say but I’ve been in John Lewis the for last two weeks returning bras that don’t fit, I exchanged a couple and then ended up returning because still they were no good. I didn’t have any trouble and was fully refunded!

Open up another case with customer services. I have had dealings with their customer service recently and it’s not good.

[quote Onthetrain75]@MiloAndEddie Customer Service woman told me that they are "personal items" so not eligible to be returned. I really do have the rage!!![/quote]
Bet a bloke can return a t shirt that’s touch his “personal” nipples, no bother!