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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
PinkSyCo · 01/02/2022 06:15

That’s awful. What are they trying to say about women’s boobs? Mine are just as clean as my arms and legs and any man’s chest thanks.

Spookytooth · 01/02/2022 06:28

I ordered bras from Amazon and they won't take them back if they don't fit. I ordered different colours (turned out to be different fabrics) and they were different sizes so one fits and one doesn't.

OddSocksSparklyDocsandDungaree · 01/02/2022 06:45

I can recommend BraStop. Had an issue with bras getting delivered (by a delivery company who are well known for not being very reliable!!) and they refunded me in full, refunded my delivery fee, gave me a code for free delivery AND a code for 15% off Smile

usrbingrl · 01/02/2022 06:47

i’d ordered some online from JL and they say on hangers for three weeks before i started a return. check your JL orders section and see if there is an option to start a return for them - there should be! i got a refund within days.

usrbingrl · 01/02/2022 06:48

*stayed

GrannyWeatherwaxsHatpin · 01/02/2022 07:08

I generally love JL but when their customer service is bad, it’s BAD.

Recently I had a pair of expensive headphones that stopped working after a couple of weeks. Took them back for a replacement and was told they had to go to the manufacturer first, even though the manufacturer had already confirmed they were not repairable. I hit a solid wall of “Computer says no” even though I could prove the manufacturer’s response. “It’s our policy” was the line and it took a long time and me getting really quite cross for them to eventually decide that this policy could be overridden.

I also bought some Christmas lights last year and was told I could take them back if I didn’t like them (I wanted to plug them in at home to see what they looked like there). Tried to take them back and was told no, you’ve used them! Of course, I was able to take them back because that’s not their actual returns policy, the girl I spoke to just didn’t have a clue, but I had to wait months for the shops to reopen because they were closed due to covid and online wouldn’t accept a return from a store…

They trade so heavily on their customer service, so why the fuck do they let it be so bad?

girlmom21 · 01/02/2022 07:10

@Spookytooth

I ordered bras from Amazon and they won't take them back if they don't fit. I ordered different colours (turned out to be different fabrics) and they were different sizes so one fits and one doesn't.
If they're mis-sold they have to refund you
ivykaty44 · 01/02/2022 07:12

Tbh just don’t buy anything online with JL as the customer service is bad

bendmeoverbackwards · 01/02/2022 07:23

OP I returned bras to JL bought online only the other day with no problem.

RebeccaCloud9 · 01/02/2022 07:40

I bought some bras in store in January and asked if they were returnable. Was told yes. (Didn't need to in the end, but was specifically told this year that it was possible)

Lockdownbear · 01/02/2022 07:52

I think their policy isn't clear to staff because I had a numpty in Glasgow tell me the same thing, but they did eventually take them back "because the policy had only just changed" although that must be a few years ago now. Haven't bought bras from them since.

FKATondelayo · 01/02/2022 07:57

@OddSocksSparklyDocsandDungaree

I can recommend BraStop. Had an issue with bras getting delivered (by a delivery company who are well known for not being very reliable!!) and they refunded me in full, refunded my delivery fee, gave me a code for free delivery AND a code for 15% off Smile
Bra Stop are fab.

The whole point of bras is you have to try on lots to make sure they fit properly - it's not like a size 12 jumper. That's why they have specialist bra fitters in store FFS.

C8H10N4O2 · 01/02/2022 07:58

Sounds like poorly trained customer service staff - call them again and ask for a manager.

I don't know what has happened to John Lewis in recent years - they used to be rock solid reliable for customer service, had good own brands and worth the premium where it was charged. Now the service levels seem to have descended to the level of most other retailers .

Original poster
Onthetrain75 · 01/02/2022 08:04

@Stopsnowing yes I think this is the same issue. When I go to my account online the items do not show up to generate a return. And there was no returns label with the package.

The CS I spoke to was online. I’m about 30 miles from the nearest JL store so not easy to pop in.

Thanks for all the replies. I have emailed customer services so hoping they will reply. Really don’t want to be stuck with £70 of bras that don’t fit.

Also just don’t see how they are a personal item. As other posters have said, how is it different to a man trying on a top? Is this a nipple issue?!! Am still outraged tbh!!

OP posts:
TheViewFromTheCheapSeats · 01/02/2022 08:08

I’ve started avoiding John Lewis and their service online now, too many instances of issues.
Recently I returned Jeans. I had proof of postage but Royal Mail lost the parcel. Called, told to come back in 14 working days to query (not 15 actual days….). I tried calling again a day later, told to email photos . The email response took 3 days to say they were forwarding it to the relevant department. Royal Mail then updated to say the parcel had been found in the North East. I got a refund as Royal Mail then got the parcel to them after 3 weeks, but it took another 7 days for the relevant department to reply to my email. Had the parcel not turned up I’d probable have not seen the refund, and it took 3 weeks.
My dining table has a damaged chair as I never managed to get them to sort it.
Seasalt refund as soon as they get tracking in comparison, so you have it back in a few days.

C8H10N4O2 · 01/02/2022 08:10

You could also try complaining about poor service on Twitter, saying you want to speak to a human being. That can get a response when the "correct" channels are useless.

Clymene · 01/02/2022 08:11

They've outsourced their customer service and it's not good.

Here's the process if you've lost your delivery note, clearly found on their website:

johnlewis.intelligentreturns.net/main/landing

NoJaffaCakesAreKeptInThisVan · 01/02/2022 08:12

You definitely need to be able to return bras

User0458832 · 01/02/2022 08:13

Oh, I thought you meant CS in store, it looks like the same as I had with Next and they just farm it out and you just have to keep contacting them until you get someone who knows what they are on about, hopefully you will get some joy with the email, or ring at a different time and hope you get someone else answer.

ufucoffee · 01/02/2022 08:16

I returned a bra bought in store to John Lewis last year.

FooFightersFan · 01/02/2022 08:18

I’ve had an issue with John Lewis in the past and was fobbed off with nonsense from their customer service department. So I took it up with their complaints department instead and the issue was resolved very swiftly. Like with a phone call from them and an apology AND a voucher as a goodwill gesture. Was like dealing with a completely different company compared to their customer service dept.

Go straight to their complaints department.

PearPickingPorky · 01/02/2022 08:20

God, I did not know this.

Very disappointing from John Lewis. I need new bras and was going to order from there, assuming the service would make it worth the extra cost.

Will check out Bra stop instead.

BernadetteRostankowskiWolowitz · 01/02/2022 08:21

It sounds like as you've used a dropshipper, your purchase was with them and they then have the transaction with JL.

Have you tried requesting a refund via the dropshipper?

TigerLilyTail · 01/02/2022 08:22

It says on the Royce bras:

Return small or medium items by post or to John Lewis & Partners and Waitrose & Partners shops.

It's very odd. Do you have the email from when you placed the order?

PearPickingPorky · 01/02/2022 08:22

@PearPickingPorky

God, I did not know this.

Very disappointing from John Lewis. I need new bras and was going to order from there, assuming the service would make it worth the extra cost.

Will check out Bra stop instead.

Actually, Bristol seems to only be for cup size D+.

Oh well.

Onwards on my hunt, I guess.