To expect John Lewis to refund

[ChristmasKoala]

I bought my son a lovely waterproof coat from John Lewis at the beginning of October, after a few weeks wear the fabric was fraying at the seams in a number of places. I contacted John Lewis who refused to refund as I'd had the coat over 30 days. In the end I accepted a replacement of the same coat. Only now the exact same thing has happened again. I don't want the same coat as there's clearly a fault with the design and there are not any other waterproof coats in my sons size! Surely I should be entitled to a refund. I thought John Lewis coats would be good quality and they would have decent customer service!

Have you asked, do you have a receipt?

I'd make a song and dance about it until they gave me my money back tbh.

Ask for a manager or someone with the discretion to do it and keep pushing for a refund.

A coat should last longer than 3 months!

It was bought online, we no longer have a John Lewis near by. I've asked and their policy is no refunds after 30 days even if there's a fault!
I'd bought the next size up as I was hoping we'd get 2 winter's wear out of it, it's not even managed 2 months!

YANBU - I'm familiar with that fabric, it frays so easily that you can't just sew it with a row of running stitches. It should have overlock stitches and preferably be taped as well.

YANBU. 30 days should be about unworn changed my mind stuff. Faulty goods it's less clear on the time frame, but longer than 30 days! Legally you are in the right.

You need to assert your statutory rights, faulty merchandise is excluded from a discretionary policy.

They can't have a no-refunds policy if there is a fault. Tell them you need to return a faulty item and so they need to provide a postage label.

John Lewis Customer Service is shockingly bad. Refused to refund my elderly parents when a DAB radio broke after a couple of months, I think they got offered a partial credit!

Avoid shopping with them at all costs TBH

That policy breaches the consumer rights act. Keep trying.

That's simply not true. If there's a fault you have a right to a refund, replacement or repair, but it's the retailer that gets to decide which.

Keep complaining and escalate. My Dh had some timberland boots bought from JL that my son liked so bought him the same ones, only the colour on my sons boots seemed to scrape off leaving light brown, wide scratches. They looked ridiculous. After quite a few emails, them saying wear & tear, me saying fault, (you could tell the boots had hardly been worn by the soles), they finally refunded me the full amount and said to keep the boots. Bought some shoe dye, and although the scrapes still show, they are not as bad as they were.

But you now have evidence this has happened with two different coats, you didn't have that before. That should be your starting point for a refund because it's obviously a design fault if the same thing happened in the same way with two different coats. Have a Google for the consumer ombudsman and see if they can help.

Yes they can they are only legally obliged to refund if dead on arrival
repair or refund is a correct option
as for postage all depends what’s in there terms and conditions

there are very few times you are entitled to a refund

Should be repair or replace

not repair or refund

“You must offer a full refund if an item is faulty, not as described or does not do what it’s supposed to.”

According to the gov.uk website, sounds like a consumer rights issue to me. I worked in detail for a long time, faulty goods get customer 1) a full refund (with their receipt) 2) a replacement or 3) store credit. It is the customers choice which

Read Martin Lewis on your rights and see what his SAD FART mnemonic stands for.
www.moneysavingexpert.com/reclaim/consumer-rights-refunds-exchange/

there are very few times you are entitled to a refund

I would have thought "not fit for purpose" is one of those reasons. If a child's coat can't last a few weeks it is not fit for purpose.

The Citizens Advice website states that if a replacement is faulty and it's been less than 6 months then you are entitled to a refund. Why are John Lewis ignoring this?!

I don't know how John lewis have a good reputation for customer service when I've had several problems. I once asked for a refund on a £££ babygrow which had been worn twice and developed a hole (baby wasn't about 6 months) and they refused so I basically stood there arguing my case and refused to move until they refunded me (I was polite but firm). I now only buy from them if I have to/they are offering a deal.

I had similar with a blouse and they did give me a refund but I had to make a bit of a song and dance about it. I was quite annoyed as I really liked the blouse.

Yeah you're looking at the wrong section of the Consumer Rights Act.

Check your consumer rights. They are acting illegally selling you faulty goods and refusing a refund.
Those are the actions of some dodgy backstreet set up, not a well known High Street retailer!!

This seems weird. How are you contacting them? I had issues with a saucepan (1 in a set), well outside of 30 days and emailed with photos and they refunded the full amount for the set! This was only a few months ago.

I bought it online as there isn't a store local to us. I'm contacting their online customer services.
They've got my original order receipt, they can see that I have already been sent a replacement (and the original item returned) and they have the photos showing the fault.

I’m jealous! I had an issue with a frying pan a year ago and they said it was my fault for having a gas hob and refused to refund! (Pan said it was suitable for all hob types!).

I gave up in the end but it was months of back and forth emailing. Absolutely shocking and rude service.