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!!!

Had a really bad customer service situation with JL about a decade ago so I don't think it's recent. The woman on the phone was actually quite rude.
It's a good point OP that your contract is with JL so they need to sort out getting the item to you and returning it.

Is this a nipple issue?!!

I think it’s an incompetent staff member issue. Your comment did make me laugh though.

Drop shipping (which is what I thought this was from the OP’s posts:

www.shopify.co.uk/blog/what-is-dropshipping

Clearly means buyer, buys from the drop shipper, not the store (JL in this case).

@Flyinggeese1234

Drop shipping (which is what I thought this was from the OP’s posts:

www.shopify.co.uk/blog/what-is-dropshipping

Clearly means buyer, buys from the drop shipper, not the store (JL in this case).

This is incorrect - it may apply to the USA but not the UK consumer law.

In the case of an order made with the JL website and payment taken by JL, then the contract of sale is with JL. The fact that the item is shipped to the customer direct from the manufacturer is irrelevant.

Many online stores arrange for items to be shipped direct from the manufacturer.

Does the OP say the payment is to JL?

I get DD's bras (small band size, large cup size) from Bravissimo online. Never had any problems returning them or getting a refund because they absolutely understand that having the right sized bra is important!

Just to clarify!
Contract is defo with JL. Items ordered direct from JL website.
Delivered straight from bra “maker” though.
Yes distance selling rules mean you can return items bought online but there are exceptions to this e.g often personalised and personal items.

Yes I have proof of purchase/emails etc. But no means to return online through my account or using postage slip (I wasn’t sent one).

Some of your comments are hilarious! Thanks so much for helping me see the funny side of this.

@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.

We had a similar issue with a MacBook recently. Contrast this with Amazon whose CS isn't perfect by any means but will issue a refund with little to no quibbling and it's a real worry for JL in terms of maintaining market share.

You've twice been given the link to get a returns label.

@Clymene

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

I've had an iMac replaced by Apple in the past. And some companies may prefer to repair than issue a new item but charging £150 is a bit much

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.

So you complained to get a discount that you weren't entitled to?

[quote KeepYaHeadUp]@Clymene

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

I've had an iMac replaced by Apple in the past. And some companies may prefer to repair than issue a new item but charging £150 is a bit much [/quote]
That's buying direct from the manufacturer. Bit different no?

And yes OP I posted the link earlier. All you need is your order number to trigger a return.

The personal items bit doesn’t make sense. You try bras on when shopping in person, what’s the difference??

am so invested in this now. OP if you have the order reference from an email and a printer, generate a label on www.royalmail.com/track-my-return/create/245 and see if that works

@HaveringWavering

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!

I sound weirdly bitter towards them because I am. I feel betrayed.

However, JL's loss is my now most local department store's gain, and I'm doing my bit for the high street retail sector. Just not for John Lewis Online...

It what do you think they should have done instead @OpheliaTrousersnake? Gone bust? Are you upset that they picked your town in which to close the store instead of another town? I imagine each store had its individual property lease arrangements and profitability markers, and it wasn’t just a case of them going (eg) “Tunbridge Wells no longer deserves a John Lewis”!

@Flyinggeese1234

Does the OP say the payment is to JL?

Yes.

@HaveringWavering

It what do you think they should have done instead *@OpheliaTrousersnake*? Gone bust? Are you upset that they picked your town in which to close the store instead of another town? I imagine each store had its individual property lease arrangements and profitability markers, and it wasn’t just a case of them going (eg) “Tunbridge Wells no longer deserves a John Lewis”!

I think they failed to understand their core customers and their needs, @HaveringWavering I'm sure it made sense for them in terms of costs, but it strikes me that the people who worked it all out aren't people who 'get' long-term JL shoppers. But I'm hardly an expert, and this is about whether bras can be returned!

OP, I have a phone number for a condescending little shit in the John Lewis Customer Services Escalation team if you’d like it? Am I allowed to post it here?
You entered into a contract with John Lewis and not the bra company. Their refund policy states that only stick on bras can’t be returned.
It is scandalous and illegal of them to hang on to your money. Must be in trouble financially. Debenhams were like this before they went under.
Please can Rip Off Britain investigate them?

Please do take it further OP.

Another vote for BraStop, and a company called Belle Lingerie on eBay (I think also on Amazon too).