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Original poster

JL - hopefully this won't be deleted !!

218 replies

clpsmum · 24/11/2021 14:05

Has everyone who placed an order with the glitchy code either received items or a cancellation notice/refund?

OP posts:
Billyandemily · 28/11/2021 12:16

@knobjockey I sent an similar email and they replied saying it was cancelled because of a system error so there's nothing they can do. I sent them the email they sent me saying they cancelled because of a discount glitch and they haven't replied 😔

Froppysue · 29/11/2021 08:31

Yay got my £10 credit through today for downloading Amazon photos, for use on a £25 spend.

Hamilton set of funkos reduced to £50 at shop Disney, and you get a free beauty and the beast key. Not sure if any other offers stack.

JL - hopefully this won't be deleted !!
Froppysue · 29/11/2021 08:46

Wrong thread 🤦🏻‍♀️

Mumumumu · 29/11/2021 16:58

Just in case anyone did click & collect that they weren’t allowed to collect - John Lewis have done a U turn and advised I can now collect my order!

Invasionofthegutsnatchers · 29/11/2021 17:05

Yay @Mumumumu

whywhywhyno · 29/11/2021 19:24

@Mumumumu
Great news! how did they notify you? by email?

Mumumumu · 29/11/2021 19:41

I’m afraid I celebrated too early! I had emailed them earlier in the week to query my ‘lost’ parcel and they emailed back today to assure me that they’d phoned the store and it was ready to collect however just wasted a journey to Waitrose to find it had been returned yesterday and as the YSL products are out of stock JL will only replace the other items at full cost Angry

whywhywhyno · 29/11/2021 20:48

@Mumumumu

Oh no!!!! That's so disappointing.
Sounds like JL have not go their messaging right between all of the different departments. Very frustrating

guineapigs · 29/11/2021 20:50

I got my Jo Malone stuff again. The first time there wasn't any tracking. The parcel just appeared to my porch.

LastStarFighter · 29/11/2021 20:56

@guineapigs

I got my Jo Malone stuff again. The first time there wasn't any tracking. The parcel just appeared to my porch.
You got it a second time? So 2 lots?
guineapigs · 29/11/2021 21:02

@LastStarFighter yes only the Jo Malone stuff.

September15921 · 30/11/2021 10:10

Hello,
Can anyone help with this! I ordered to collect from store, had a phone call from the store to ask me to collect. Went to collect my parcels and 2 were missing. Got home and got an email to say the whole order had been cancelled.

I emailed customer service to ask where the parcel was and I have received this email

“I'm so sorry to see the problems with your order. The YSL promotion was meant to be applied once however this has been listed multiple times which means that although the total value of your order was £x, you were only charged £x For this reason we are kindly requesting that the items that were collected are returned, alternatively, we will be requesting permission for our finance team to bill for these items.”

Are the able to charge full price for the whole order now even though it was cancelled post collection?

Thanks!

PinkJam · 30/11/2021 10:37

It was their error that caused the discount to be incorrectly applied. I can’t see how they can make the customer responsible.

VioletPetals · 30/11/2021 10:42

@September15921

Hello, Can anyone help with this! I ordered to collect from store, had a phone call from the store to ask me to collect. Went to collect my parcels and 2 were missing. Got home and got an email to say the whole order had been cancelled.

I emailed customer service to ask where the parcel was and I have received this email

“I'm so sorry to see the problems with your order. The YSL promotion was meant to be applied once however this has been listed multiple times which means that although the total value of your order was £x, you were only charged £x For this reason we are kindly requesting that the items that were collected are returned, alternatively, we will be requesting permission for our finance team to bill for these items.”

Are the able to charge full price for the whole order now even though it was cancelled post collection?

Thanks!

I think what they mean is they will send you a bill for the the amount, they 100% cannot just charge your card for the amount.

TBH it sounds like an empty threat to minimise the fuck up someone has made, and guilt/scare you into returning the items someone shouldn't have allowed you to collect in the first pace.
I think the 'bill' from the finance department will be unlikely to ever materialise as thats not something companies like JL do.

September15921 · 30/11/2021 10:50

@PinkJam and @VioletPetals thank you!

I was pretty shocked when I got the email! Half of the order (which was 2 of the boxes which never turned up to store) has gone missing somewhere (customer service say it’s at the store, the store said they have never received it) so I can’t even return this!
I just now have to come up with an email back!

Martinisarebetterdirty · 30/11/2021 11:02

JL are really making a mess of this. Fair enough if they had cancelled all orders but to treat so many orders differently for no discernible reason is chaotic.

They can’t charge you more once they have sent your order out as the contract is formed at that stage and they have to refund you for what you haven’t received, at the price you paid (ie cost less the 20 discount).

I’m finding that they email you once, you reply and they ignore you until you email again.

September15921 · 30/11/2021 11:11

I have just called consumer rights and they have said to argue breach of contract with John Lewis!

@Martinisarebetterdirty do you think I’m better off ignoring the email or replying about their breach of contract?

PinkJam · 30/11/2021 11:18

There doesn’t seem to be any consistency in their approach. The advisor I spoke with on the phone didn’t seem to even be aware of the glitch.

Martinisarebetterdirty · 30/11/2021 11:22

@September15921 I’d be replying about my missing parcels and telling them I expect them replacing at the agreed and paid price and maybe as a line at the end of the email mention you have spoken to consumer rights and they would be in breach of contract to chase you for additional monies for the goods received.
Good luck - it’s such a mess on their part.

KnobJockey · 30/11/2021 14:15

Those who got refunds, it's worth checking- my order was £217, but I've been refunded in odds and sods, adding up to £202. I'm emailing querying the cancellation anyway, so I'll wait for that to be resolved first.

John Lewis still haven't replied to my email, however I have contacted them on FB/ Instagram messenger too, and they've been in touch today to offer a refund (already partially recieved) and a £40 voucher. After I said no thanks, I'd like the goods, as per your T&Cs, they haven't responded again for a few hours. We'll see how it goes!

Justonedayatatime11 · 30/11/2021 15:19

The 2 most expensive items I ordered, which were YSL sets, were recalled to JL over a week ago. I still haven't received a refund and my emails are going ignored. Anyone else?

guineapigs · 30/11/2021 15:35

Well I am not going to enquire why I had couple of items sent twice. Trying to keep low profile.

ElementalIllusions · 30/11/2021 15:44

It is a ridiculous mess.

I also think the customer service have no idea what’s going on.

@PeskyYeti

Have you heard anything else now it’s past the 24-48 hours they quoted?

KnobJockey · 30/11/2021 16:05

@Justonedayatatime11 I got a response within a few days on Instagram, though they haven't followed through on the conversation

KnobJockey · 30/11/2021 16:06

@guineapigs I wouldn't either! Enjoy them 😊