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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

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

121 replies

Onthetrain75 · 31/01/2022 19:30

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!!!

OP posts:
Thread gallery
5
GivenchyDahhling · 31/01/2022 20:44

Was it in store you were told this? If so I would have asked for a supervisor to confirm.

If online, even if not delivered directly by JL I think you can still return to them, you just print the paperwork from your online account.

If they’re difficult you can ask (with seven days) to cancel the order under distance selling regulations. It’s different to just returning, as long as you’re returning the whole order they should refund and also give you postage costs back.

Socialcarenope · 31/01/2022 20:44

Do the return online. Doesn't matter if they were drop shipped.

woodhill · 31/01/2022 20:44

Bras Always been returnable with JL?

No shop nearby now

woodhill · 31/01/2022 20:47

It says you cannot return bedding but surely it's ok if in packaging?

SavoyCabbage · 31/01/2022 20:52

Bet a bloke can return a t shirt that’s touch his “personal” nipples, no bother!
Me too.

Abigail12345654321 · 31/01/2022 20:56

According to their website, lingerie briefs and stick-on bras cannot be returned.

(What is a stick on bra??)

Which suggests normal bras can be returned.

See www.johnlewis.com/customer-services/returns?dt=informationOnOurReturnsPolicy under ‘which products can’t be returned’

Most likely if you call customer services again you will get someone sensible. Screen shot the policy and email it to them if needed.

Glitterspy · 31/01/2022 20:57

Never bought bras online from JL, but in general their customer service has gone to the absolute dogs in the last few years. They used to be amazing - we had our wedding list there years ago and literally bought everything there.
Too many times recently I’ve been let down by really poor customer service and it’s really put me off paying the premium.

DobbyTheHouseElk · 31/01/2022 20:58

What a load of shite. JL are really losing their way.

User0458832 · 31/01/2022 21:07

If you have a Waitrose near you, you can do an online return procedure and it gives you a code to put on the package, no need for a label.

PrettyVacancy · 31/01/2022 21:13

John Lewis are awful these days. I no longer shop there after one too many bad experiences e.g. bed with missing slats that took JL months to send on and turned out to be for a single bed, not the double I’d actually bought 🤬

Thevoiceofreason2021 · 31/01/2022 21:14

John Lewis customer service is very hit and miss. I called them about an order I had and was told twice it didn’t exist 🙄 . It took 5 calls and then a trip to the store to resolve it. Just keep calling until you speak to someone w who knows what they are talking about

eternalopt · 31/01/2022 21:17

I'd keep going - they're wrong. It's not stated anywhere in their website, including in the lingerie pages. They're just plain wrong.

AngelinaFibres · 31/01/2022 21:44

[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]
You can return bikini bottoms you have bought online as long as the sticky strip is still in them. If they can be returned it seems bonkers if a bra cannot. Distance selling regulations allow you to return items you have not been able to purchase in person. Google the rules and repeat them back to the person in customer service

LetsGoParty · 31/01/2022 21:47

.

User0458832 · 31/01/2022 21:56

Whenever I have returned stuff to the store I have always gone to a normal till rather than CS, maybe just go to a different assistant.

StoneofDestiny · 31/01/2022 22:00

I've returned them before. John Lewis is losing its reputation very fast indeed.

StoneofDestiny · 31/01/2022 22:01

The record of purchase on your phone will be considered a receipt, as will your JL card, or similar.

TriciaMcMillan · 31/01/2022 22:08

As pp suggested, return via Waitrose or call back, sounds like a rogue customer service agent who doesn't know what she's talking about.

ExConstance · 31/01/2022 22:16

DH bought me 2 bras in different sizes at Christmas from JL. I took the one that was too small back in person and had the choice of a rerun to his card or a gift voucher.

CorrBlimeyGG · 31/01/2022 22:16

Generate a postage label on their website.

www.johnlewis.com/customer-services/returns?dt=returningAnItem-small-notWanted-online-courier-returningRoyalMail

I've had some refunded since Christmas.

Stopsnowing · 31/01/2022 22:23

I had similar with a bra from John Lewis which was sent to me direct by Royce without any packing slip. So it proved almost impossible to return. Incredibly rude and stupid customer service online, dimwitted in store service and in the end I got my money back with an extra ten quid. But of my goodness they were stupid.

pickingdaisies · 31/01/2022 22:25

To people saying just return it, it's not always that easy if it came direct from supplier. I bought a light fitting that came direct from supplier, and my online account didn't update to show that it had been delivered to me. Which was a bit awkward when I wanted to return it, because there is no option to return an item you haven't received. Someone in customer services had to call the supplier, who arranged for DHL to collect it. Then I had to chase for the refund.

User0458832 · 01/02/2022 05:50

@pickingdaisies

To people saying just return it, it's not always that easy if it came direct from supplier. I bought a light fitting that came direct from supplier, and my online account didn't update to show that it had been delivered to me. Which was a bit awkward when I wanted to return it, because there is no option to return an item you haven't received. Someone in customer services had to call the supplier, who arranged for DHL to collect it. Then I had to chase for the refund.
Very true, I bought some wallpaper from Next which came from an external supplier, it didn't arrive, it was a right pita tracking down the right number at Next to chase it up and no-one seemed to know what was happening with it, I ended up cancelling the order and luckily Amazon sold it so I bought it from there. It's made me think twice about buying from external suppliers to shops.
Rina66 · 01/02/2022 06:03

I've definitely returned bras to John Lewis, in store and on line.

What I've found with customer services is e-mailing gets a better response. Last week I wanted to buy a £250 dress from M & S- friend had 20% off sparks card offer on dresses, I didn't. I called customer services who were so unhelpful, it is what it is, no manual override etc etc. I then emailed them, they were so much more accommodating - suffice to say I got the dress with 20% off. E-mail them.

ABitBesottedWithMyDog · 01/02/2022 06:10

Pretty poor from JL.

I don't order from them anymore because they they use Hermes and the state of the packaging by the time it finally arrives is always atrocious

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