John Lewis refusing to refund an item that doesn't match their description when bought

[voileshopper]

I'm wondering if anyone can help.
We bought ready made voile curtains from John Lewis. We knew they were too long so had them shortened when they arrived.
When we went to hang them they were not wide enough - approx 6 cm shorter than the width that is stated on their website.
John Lewis say that because we had them shortened it's tough - they won't replace or refund even though the product does not match the description when purchased.
Is this correct or do they have a duty to refund?

I don’t know the legal position but that tells me JL are not what they were.

Unfortunately I think there is small print that states that items can only be returned if they are in the original condition. They can't resell them if they've been altered, so they are under no obligation to take them back.

@ArtichokeAardvark is right. They have to be returned in the same condition you received them. As you've alternated them thats not possible.

Artichoke - that's more or less what they said. They were unconcerned that their product was not as described.

I had an awful experience with their customer service phone number, but my problem was quickly resolved in store. Have you tried that?

JL are definitely not what they were - can't even exchange/credit note without a receipt now even if labels all attached etc.

That being said I agree with them in this instance. I think the onus is on the buyer to check the product's right before getting alterations done.

It's incredibly annoying though.

Do the measurements refer to the window width or the curtain width?

It seems very unfair that I am out of pocket because their product was not as advertised.
I wouldn't have considered checking the width of a ready made product - I would have assumed they were as advertised.

soontobe60 - curtain width

How long had you had the curtains before you realised the width was incorrectly described?

If you have shortened the curtains, you can't take them back. I'm surprised you think you should be able to, they are not in the original condition.

www.which.co.uk/consumer-rights/regulation/consumer-rights-act

Your item was not as described, you have rights under the consumer rights act 2015.

The product is not fit for purpose as they are not as advertised.

Thankyou imogen - that's very helpful.

I wouldn't expect them to take them back if I'd shortened them.

You absolutely do have rights that are different from normal refund rights if an item is faulty. Your right vary according to how long ago you purchased the item, but an alteration to the product doesn't limit those rights unless the alteration caused the fault.

www.which.co.uk/consumer-rights/letter/letter-to-get-a-refund-if-your-item-is-faulty

John lees are following the law. You altered them significantly. Had you checked them prior to the alterations, I’m sure John Lewis would have taken them back. I’ve always found their customer service fabulous

However, as you didn’t check your item and made these alterations but shortening them, they cannot be resold. Sorry.

I disagree with most. I think you are being a bit harsh. I can see how easily this would happen.

They still aren't fit for purpose. And in RL ( although maybe not in the eyes of the law, re your customer rights) it Doesn't matter that they're not in their original state, because Thry can't be resold .... because they're not fit for purpose.

even if they were the right length, still the original length, for somebody else, and now they're not, because they've been shortened, the fact is that they are still not right - still not as advertised.

Yes - you need to explain that they are not as described and therefore not fit for purpose. You are entitled to a refind under consumer rights act.
Wouldn't mention the shortening until that had been understood.

wouldn't have considered checking the width of a ready made product

But surely it's the first thing you do when taking it out of the wrapper? Hold it up to the window to see what it'll look like... I know that's what I do.

I wouldn't expect to get a refund if I had altered something. I do admire you for asking though. Maybe stick them up at a smaller window?

I don't understand how them being 6cm narrower than advertised makes them unusable... it is a tiny amount, and surely you buy curtains that are wider than the window?

I think you should put them up and post a pic, we can see if they look too skimpy or not!
However, I agree that what you bought was not what was advertised. If the measurements in the packaging do not match the actual measurements than you've been missold. The fact that you've shortened them is totally irrelevant.

I would fight this OP. Regardless of you having them shortened, they did not deliver what they told you you were buying. And they couldn’t resell them anyway as they are 6cm shorter than the product they are advertising.threaten to take it further if they keep arguing about it.

However - thinking about it hey could argue that whoever did your alterations must have also incorrectly altered the width. Hopefully not but can’t see how you can prove this didn’t happen.

We had a battle with JL recently when they damaged our property whilst delivering something. Took weeks Facebook posts, emailing and phoning customer services and sending letters by recorded delivery but they eventually admitted liability and sent a cheque for £400 compensation.

Different to your situation I realise but just wanted to demonstrate that persistence might help. I don’t have a Twitter account but that could be a angle to play.