To expect a refund or credit note from John Lewis

[badservice]

I purchased an item at the end of December from John Lewis which I planned to take back in January when I went to the store. Unfortunately I caught covid which hit me quite hard, I suspect due to a combination of underlying heart problems and being pregnant. I spent my isolation in bed - often sleeping well into the afternoon and the rest of the time sat up in bed. Anyway I contacted them to let them know the refund period would expire whilst I was in isolation and asked if it could be extended by a few days. They've finally responded (now the refund period is over) to say no they won't refund and I should of arranged a contactless collection from my home address. I understand some people with covid would manage this but I certainly wasn't up to it.

AIBU to expect a refund or credit note?

How many days before your returns period was due did you email? Was it an item purchased online?

John Lewis bang on and on and on about their excellence customer service, but My recent experience of it has been really poor.

They should have allowed you a bit of leeway, yes.

Write a review on trust pilot and I'm pretty sure you'll get a refund asap.

Or if you use twitter, tweet to their customer service team. They are so crap these days.

John Lewis customer service is excellent. You have 35 days to return items - could your partner not have returned it for you? By post if necessary

As you yourself state they have an online facility to arrange returns including a collection option so 35 days should have been adequate.

YABU

If you take it back without a receipt presumably it could have been a recent gift.f it is John Lewis or has their tags they will give a credit note. If it is in the sale you might get get back less than you paid unless the price is clearly marked

Presumably you didn’t have Covid symptoms for the entire month of January, to the extent that you were entirely incapable of going online and following simple returns instructions?

You said you're pregnant so is there another adult around? You could have had someone else sort the return.

@BurscoughBooths

John Lewis customer service is excellent. You have 35 days to return items - could your partner not have returned it for you? By post if necessary

John Lewis customer service is not excellent it takes a week for them to reply to emails and you can't get through on the phone based on my recent experience.

YABU. They offer a no quibble refund within 35 days and a number of ways to return the item. They've got to have a cut off point somewhere, they've got a business to run.

What's the timeline? When did you get covid, when did you intend to return, when did you email etc.?

I dunno. You had a whole month to arrange returns? Right? I don’t think it is their problem and there is only so long business can give allowances due to covid after the last two years

You had 35 days to return and then do a collection service. I am afraid yabu.

You had 35 days and had planned to do it after almost a month of having the item as that was what was convenient for you. You then couldn't because you got unwell. None of that is the fault of John Lewis. You could have asked earlier if there was a way to return by post, but didn't until the very end. Policy seems fine, it's your circumstances that changed, not theirs

Did you buy it with the intention of returning it? Because that's how your OP makes it seem.

If so, then I'm glad you didnt get a refund.

If not, well... you missed the return window. Returning something bought in store isnt actually a legal right. It is a goodwill gesture from shops. You're not actually entitled to any sort of refund at all if you bought it in store, they choose to offer a return policy with a limit on days. You missed it.

If you bought it online, you are entitled to a refund but only within a certain timeframe. You missed it.

You could have arranged collection and didnt.

I purchased an item at the end of December from John Lewis which I planned to take back in January when I went to the store did you buy it knowing you'd want to return it? Ie buying 2 sizes to return one? If so YABVU.

I'd not then YABU.

shops are going to the wall and the cost of returns has a huge impact. JL have a very generous and easy returns and you could have sorted something sooner. as for your email i'm pretty sure they have also had huge staff Covid issues too.
As an aside people generally shout "poor customer service" at shops when they stick to the law and stated policies.

To answer a few questions, I purchased it as a gift for someone. The fit wasn't right so I said I would return it as I had the receipt.
I didn't return the order via the online system pre covid symptoms because I planned to return it in store as I have done in the past.
I had 7 days left to return the item when I began isolating. Live chat was unavailable so they've only responded to my email after this period was over.
My resting heart rate when upright was about 200bmp, when that happens and I push myself it usually results in a TIA. I wasn't up to repacking the item and taking it down to the front of my house, presumably to leave outside.

For those saying John Lewis have excellent customer service, they don’t anymore. They take weeks to reply and they aren’t helpful.
Recently I had a return go missing in the post, even though I had proof of postage they couldn’t have made it harder if they tried.

@badservice

To answer a few questions, I purchased it as a gift for someone. The fit wasn't right so I said I would return it as I had the receipt. I didn't return the order via the online system pre covid symptoms because I planned to return it in store as I have done in the past. I had 7 days left to return the item when I began isolating. Live chat was unavailable so they've only responded to my email after this period was over. My resting heart rate when upright was about 200bmp, when that happens and I push myself it usually results in a TIA. I wasn't up to repacking the item and taking it down to the front of my house, presumably to leave outside.

Sorry you were so unwell. Unfortunately they can't really bend their already quite generous terms as they'll need to try and sell the item if they can.

Did you send your email within the return period? Did they have an automated response that stated how long it would take to respond to email enquiries? Should the answers be yes (1st) no (2nd) then I think they are brung relatively unreasonable. A quick email response suggesting a contactless collection would’ve saved all this.

Could you not take it in to store and explain?

I bought some Christmas lights in the summer sale, got them out to put on the tree in December and discovered that they didn't work. I took them back in January and they refunded them without a problem. I have always found them to be excellent.

I'd just take it to a store and explain what had happened. I'm sure someone will be nice enough to grant you a credit note.