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!!!

*BraStop

It’s because it’s come from the supplier not JL, you have to return to the supplier.
I had same with a Jo Malone candle - came directly from JM despite buying from JL, so JL wouldn’t accept the return - it had to be arranged with Jo Malone

You've MORE rights buying online (or by telephone/catalogue) due to the Consumer Contracts Regulations. These give a legal right of 14 days to cancel the order after receiving it, and a further 14 days to send most goods back for a full refund (including outward delivery costs), even if there's no fault. You'll usually need to pay for the return delivery.

Whatever you bought, don't just quote the rights, say this… "according to the Consumer Rights Act 2015".

I bought several bras and returned them all at the start of January.

The person is clearly mistaken. Try emailing them maybe?

@ManonCrochan

You've MORE rights buying online (or by telephone/catalogue) due to the Consumer Contracts Regulations. These give a legal right of 14 days to cancel the order after receiving it, and a further 14 days to send most goods back for a full refund (including outward delivery costs), even if there's no fault. You'll usually need to pay for the return delivery.

Whatever you bought, don't just quote the rights, say this… "according to the Consumer Rights Act 2015".

It doesn’t apply to every product, such as personalised / customised items or for hygiene reasons. Bras generally don’t fall into the hygiene category though.

OP drop shipping usually (always?) means not buying direct.

Just find the bras on the website and look at the returns information stated. Unless it says non-returnable on the page you can return them. Point that out to the customer services.

So it means the drop shipper buys items then marks up and sells on. Could it be that you bought from a website that looked like JL but actually wasn’t?

Sorry I essentially cross posted with beepbeep.

Contrast here what the website says on the page for a stick-on bra, which is non-returnable.

Never buy anything from John Lewis online ever again is what I’d say. They don’t do returns any more. Lawless company.

JL have gone so far downhill, it’s ridiculous. We took delivery of a broken Chromebook for the kids during lockdown and they wouldn’t replace it. Wanted to charge £150 for a repair! Absolutely maddening.

As large companies like JL and Next work more and more with other companies and farm out the supply of stuff to various brands, it makes more problems for the online shopper when dealing with problems, Wickes does this as well, usually they use the words 'delivered by our trusted supplier'

JL have terminally pissed me off by shutting my nearest shop, so there is no way I'm buying anything there again, ever. I used to buy everything there. No, I don't want to buy online. I want to see things in real life.

As for your bras, OP: yes, you can return them. This kind of thing is one of the few things that makes me think that social media might actually be something other than the spawn of the Devil.

JL have terminally pissed me off by shutting my nearest shop, so there is no way I'm buying anything there again, ever. I used to buy everything there. No, I don't want to buy online. I want to see things in real life.

You do realise that the economy, particularly the high street retail sector has been completely destroyed by Covid after the surge in online shopping was already doing a lot of damage? I am sure that John Lewis didn’t want to shut their stores and have to make the staff redundant, but it was probably that or have the whole company go under. You sound weirdly bitter towards them!

@OpheliaTrousersnake

JL have terminally pissed me off by shutting my nearest shop, so there is no way I'm buying anything there again, ever. I used to buy everything there. No, I don't want to buy online. I want to see things in real life.

As for your bras, OP: yes, you can return them. This kind of thing is one of the few things that makes me think that social media might actually be something other than the spawn of the Devil.

I think this is very unfair. The OP has not bought from JL, but from a drop shipper.

What do you mean @Flyinggeese1234? The OP ordered the items from the John Lewis website and was told by John Lewis’s customer service that they could not be returned for hygiene reasons. What has the delivery method got to do with anything?

@HaveringWavering

What do you mean *@Flyinggeese1234*? The OP ordered the items from the John Lewis website and was told by John Lewis’s customer service that they could not be returned for hygiene reasons. What has the delivery method got to do with anything?

Yes the Op's contract is witu JL not the company who delivered or made the goods - she payed JL therefore it's up to them to refund her as per her stat rights

@Foolsrule

JL have gone so far downhill, it’s ridiculous. We took delivery of a broken Chromebook for the kids during lockdown and they wouldn’t replace it. Wanted to charge £150 for a repair! Absolutely maddening.

No company will replace a computer that has been opened. Not a single one.

Is it in their T&Cs that you can't return underwear in general? I always check before buying them online as I have noticed before that some retailers specify this. I'm not sure why bras are sometimes on the list, but they often are so it's worth checking the returns policy before buying them online.
If they aren't on the list of non-returnable items and there isn't an exception listed on the product page, you should be able to send them back.

It’s because it’s come from the supplier not JL, you have to return to the *supplier.
I had same with a Jo Malone candle - came directly from JM despite buying from JL, so JL wouldn’t accept the return - it had to be arranged with Jo Malone

I think this too. However, I understood that your contract if with whoever you bought the items through so JL CS should be sorting this out for you.

Hi Lilifer sorry I missed if the OP had said that. I thought it was a drop ship.

Actually, Bristol seems to only be for cup size D+
Oh well
Onwards on my hunt, I guess.

Bristol . Best autocorrect ever, so relevant. (Unless I’m the only one knows the rhyming slang….)

I got this off the JL website. Have you tried clicking on the "order details" link in your order confirmation email?

The quickest way to return your item is to log in to your account and find the order which has the item you would like to return. Or follow the 'Order Details' link in your order confirmation email

@HaveringWavering

As I understand it, there are different rules when you order online. I think it is called distance selling. I'm not sure of the exact rules but I think it is along the lines - if you have only seen the item and bought from online picture and info you can return it.

Another poster might know the exact rules.