John Lewis (Solihull) will not refund £599.95 to my card... - HotUKDeals
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John Lewis (Solihull) will not refund £599.95 to my card...

£0.00 @ John Lewis
3 weeks after they collected my TV, they still haven't refunded my card. I've now phoned 5 times , the forth time they said they would be sending a letter to confirm (great timing!) and they still h… Read More
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9y, 9m agoPosted 9 years, 9 months ago
3 weeks after they collected my TV, they still haven't refunded my card. I've now phoned 5 times , the forth time they said they would be sending a letter to confirm (great timing!) and they still haven't refunded my ****ing card.

It's going like this - I phone up, the person I speak asks for my CC details, say they will refund and that they'll be calling back later that day. I take the names of the people I speak to, all of which are "on break" when I ask for them later.

The interest is building on my card and JL are messing me about... What can I do?
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9y, 9m agoPosted 9 years, 9 months ago
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#1
I have been ringing to check for refunds on a regular basis. If, as expected, John Lewis haven't refunded when I phone up tomorrow, I'll give my CC company a ring and request they freeze the interest on it.

Never going to order from John Lewis again. Someone on AVforums had the EXACT same problem with John Lewis Solihull.
#2
Try John Lewis headquarters?
#3
With customer services like this John Lewis are becoming a potential takeover target for the DSG group :-D
#4
schizoboy
Try John Lewis headquarters?


Would you happen to have a phone number?
#5
Having exacly the same problem with Woolworths at the moment. Been nearly a month now, shouted at someone for about half hour today so hopefully that has fixed it. Really annoys me when someone phoned me 2 days ago (after being promised refunds for weeks) basically accusing me of trying to say that I never received it and they've got proof that I signed for it!!! Asked him to prove that I ever said I didn't receive it and pointed out to him that it had been collected and I'm still waiting for my refund. He said he'd have it sorted by the end of the day. 2 days later and they tell me it still hasn't been done but they'll "put it in the queue now"! Told them I need a call back from the customer service manager to guarentee that it'll be done today. If money not received within a week I'm storming into the local Woolworths and start shouting to get them to sort it out.

Watch out for me on the news!
#6
col
With customer services like this John Lewis are becoming a potential takeover target for the DSG group :-D

lol, a few more silly offers on the website that they'll allow you to order and keep postponing and Tesco Jersey might be interested too!
#7
Benjimoron
Having exacly the same problem with Woolworths at the moment. Been nearly a month now, shouted at someone for about half hour today so hopefully that has fixed it. Really annoys me when someone phoned me 2 days ago (after being promised refunds for weeks) basically accusing me of trying to say that I never received it and they've got proof that I signed for it!!! Asked him to prove that I ever said I didn't receive it and pointed out to him that it had been collected and I'm still waiting for my refund. He said he'd have it sorted by the end of the day. 2 days later and they tell me it still hasn't been done but they'll "put it in the queue now"! Told them I need a call back from the customer service manager to guarentee that it'll be done today. If money not received within a week I'm storming into the local Woolworths and start shouting to get them to sort it out.

Watch out for me on the news!


Well, while I'm sorry to hear about your issues, it's good to know this sort of thing isn't that rare.

The annoying thing about all this is that I ordered from JL because of their highly rated CS. Great choice there!
#8
Id call Head Office or Customer Services if you cant get through to the shop people lol. Try their website for the number, or if they have a catalogue it should be in there. (I havent shopped in JL for ages so i dont know if they do or dont have a catalogue lol sorry)
#9
Benjimoron
Having exacly the same problem with Woolworths at the moment. Been nearly a month now, shouted at someone for about half hour today so hopefully that has fixed it.

If money not received within a week I'm storming into the local Woolworths and start shouting to get them to sort it out.

Watch out for me on the news!


Not the best way to go about things - if you shouted at me on the phone - I'd hang up...

A far more constructive way is to keep calm and keep a record of names, dates, conversations. If you ring up a couple of days later and say Mr Jones said this would be done etc then this carries a bit more authority than a vague some bloke said he'd do it...
#10
Sweetchinmusic
Id call Head Office or Customer Services if you cant get through to the shop people lol. Try their website for the number, or if they have a catalogue it should be in there. (I havent shopped in JL for ages so i dont know if they do or dont have a catalogue lol sorry)


Have been phoning the Solihull CS number. I'll try Head Office tomorrow. :x
#11
08456 049 049

off their site charged at BT rates or if you got some landline call package

http://www.saynoto0870.com/companysearch.php

search john lewis if link doesn't give search results already and there some head office landline number there.
#12
02078281000 is headoffice number
#13
Mum2Connor&Cerys
08456 049 049


That's the one I have been phoning. :thumbsup:

Found the Head Office number after posting via a quickie Google will seach. Assuming JL are going to continue messing me about, I'll phone the Head Office number tomorrow.
#14
Have you read JL T&C's is there any information there on how long returns/refunds etc take?

If this contiues: personally I'd wait 1month exactly and write a letter via SD giving them 14days, without prejudice etc demanding your money back, I wonder if you could charge interest/make late payment charges :)
#15
schizoboy
Have you read JL T&C's is there any information there on how long returns/refunds etc take?

If this contiues: personally I'd wait 1month exactly and write a letter via SD giving them 14days, without prejudice etc demanding your money back, I wonder if you could charge interest/make late payment charges :)


Honestly, no. Does it say they enjoy letting the refunds take as long as possible?

One of the people I spoke to suggested the TV was never returned. The collection people (they work for JL in a JL lorry) didn't offer any proof of collection and didn't give any when I asked... I didn't think there would be a problem when JL are rated so highly.

And, out of curiosity, why exactly one month?
#16
Dunno lol... just cos 28days or more no refund looks rather bad in a small claims court

Have you called your cc to see if there is a pending refund on the original transaction (Online cc banking leaves out alot of info telephone banking will tell you)

Can you give us some dates?

Date charged?
Date delivered?
Date picked up?

Do you any proof whatsoever they picked up the TV?

If they continue to refuse, I'd be tempted to call the police and say JL Solihull stole your TV.
#17
Date charged: 9th Sep
Date delivered: 15th Sep
Date Collected: 22nd Sep

This is hard since they gave no confirmation of delivery or collection. All I have is a receipt they sent through the post after they charged my card.

/worried
#18
I wonder if they have broken the law under the distance selling act

AIUI: Goods must be delivered satisfactorily within 28days of monies taken.

Moan at HQ/Claim theft/Visit them this weekend and refuse to move until a refund is sorted.

Is roughly what I recommend.

It's a shame JL are doing this, our family have used them for years, especially for TVs due to their price matching and free 5 year warranty.
#19
gari189
Not the best way to go about things - if you shouted at me on the phone - I'd hang up...

A far more constructive way is to keep calm and keep a record of names, dates, conversations. If you ring up a couple of days later and say Mr Jones said this would be done etc then this carries a bit more authority than a vague some bloke said he'd do it...



I've been calm and polite for about 3-4 weeks, placed about 6-7 calls and have basically been lied to in each one as refund has still not been actioned even though at the end of each call so far they have said that they have now done it. It has got passed the point where I can continue being polite and getting nowhere so I start shouting, if I don't get anywhere then I threaten to go to trading standards or tell the customers in their store etc. If that still doesn't get me anywhere then I go to a store and make a big fuss but thankfully hasn't got that far yet. Had a big dispute with CPW a few months ago and after about 20 hours of calls threatened to tell their customers in a local store, they fixed the problem straight away. So unfortunatley I think this is the only way to go, or do I keep being polite for the next month and then the next month and keep on getting lied to?
#20
schizoboy
I wonder if they have broken the law under the distance selling act

AIUI: Goods must be delivered satisfactorily within 28days of monies taken.

Moan at HQ/Claim theft/Visit them this weekend and refuse to move until a refund is sorted.

Is roughly what I recommend.

It's a shame JL are doing this, our family have used them for years, especially for TVs due to their price matching and free 5 year warranty.


30 days to refund after receiving notice of requiring a refund. Doesn't matter whether the tv's been picked up or is still at your house! They have to refund within 30 days of your notice (although technically that should be in writing. That is what I remember from the DSR.

So if you asked for a refund on 10th Sept then they should do it by about today (but could take 5 days or so to reach your card).

My advice is to speak to manager on the phone and raise your voice a little. Keep them in check by asking them "How dare you interrupt me?" every time they talk over you (it'll happen!). Threaten things like trading standards and going to a shop to tell other customers of your experience. Know your stuff, quote parts of the distance selling regulations. I usually ask them how many days they have to refund under the distance selling regulations, they then ask what the DSR are so give them a bit of abuse about not knowing how they are regulated. If you're not happy then ask to speak to the manager of the manager you're speaking to currently. This way they know you mean business and will make sure it's sorted so you don't make a personal complaint about them!
#21
Not sure exactly when I notified them about requiring a refund - Nearer to the 22nd than the 15th... :/

Really didn't need this. I did my research, was careful not to order from an online retailer, got my PM with JL. I must seriously be cursed.
#22
Tune Up
Not sure exactly when I notified them about requiring a refund - Nearer to the 22nd than the 15th... :/

Really didn't need this. I did my research, was careful not to order from an online retailer, got my PM with JL. I must seriously be cursed.



So they officially still have at least a week until they HAVE to refund, although obviously they SHOULD have done it by now and SHOULDN'T have lied to you several times about it having been done.
#23
Just phoned up and asked to speak to Sam, the person I spoke to last who said the refund would be sorted during the morning. She's busy and told the person sent to get her "They're dealing with it"... Asked to speak to the manger and was told to phone back at 3:15 since she's busy. :x

Round and round we go...
#24
Did you pay with your credit card?Get in touch with them and they'll chase it for you.:thumbsup:
#25
treble99
Did you pay with your credit card?Get in touch with them and they'll chase it for you.:thumbsup:


They didn't seem awfully helpful when I last asked about if the refund had gone through.
#26
treble99
Did you pay with your credit card?Get in touch with them and they'll chase it for you.:thumbsup:



They're usually only interested if the item hasn't turned up.
#27
Well, the manager went and asked the girl who I spoke to if the refund had been done - She was told yes. Not holding my breath...will have to wait and see. :whistling:
#28
Tune Up
Well, the manager went and asked the girl who I spoke to if the refund had been done - She was told yes. Not holding my breath...will have to wait and see. :whistling:



Did you follow my advice? The bit about telling them off for interrupting you? That's my favourite bit!
#29
Benjimoron
Did you follow my advice? The bit about telling them off for interrupting you? That's my favourite bit!


Lol, didn't need to - I asked for the manager, talked to the manager, waited and got told by the manager the refund had been done. It would've been a bit silly shouting when they weren't going against me! I'll just have to take her word for it until a few days have passed.

I hope you don't get forced to try your hand and acting as dramatic as possible in your local Woolies to get your refund. Get someone to put a video on YouTube if you do. :giggle:
#30
I have to say that my recent experience with John Lewis was fantastic, delivered a Thomson PVR, it was damaged in transit, contacted JL, within 2 days it had been replaced and the damaged one collected.
#31
Benjimoron
It has got passed the point where I can continue being polite and getting nowhere so I start shouting, if I don't get anywhere then I threaten to go to trading standards or tell the customers in their store etc. If that still doesn't get me anywhere then I go to a store and make a big fuss but thankfully hasn't got that far yet.


Sorry to hear about the hassle your having, it must be really frustrating!

I dont work in customer relations but if I did I would be very much less inclined to help someone who shouted at me or acted aggressively!

Does anyone work in an area that they are exposed to violence (& shouting is a form of violence) & how does it affect you when customers/clients act like this?
#32
Tomb
Sorry to hear about the hassle your having, it must be really frustrating!

I dont work in customer relations but if I did I would be very much less inclined to help someone who shouted at me or acted aggressively!

Does anyone work in an area that they are exposed to violence (& shouting is a form of violence) & how does it affect you when customers/clients act like this?


I shout at the managers who don't really have much option other than to help. I give them a fair chance to help first but after they have lied to me for the last week or two (that's the managers lying) then I feel I'm left with no other option than to shout! I would rather they didn't lie in the first place and I wouldn't have to get angry with them. Funnily enough when I'm polite I get lied to, if I shout then the problem gets fixed pretty quickly. It's their fault for not fixing it the first 6 or 7 times when they said they had!

Do you not think it's fair enough to have to get angry in this circumstance?
1 Like #33
Tomb


Does anyone work in an area that they are exposed to violence (& shouting is a form of violence) & how does it affect you when customers/clients act like this?

I did (I worked for T- mobile customer services) I know that some of the service given by my colleagues was a joke cos it was my job to fix up the mess that they made with customers bills,refunds,compensation,charges etc. However the abuse that I got was ridiculous. Eventually when I was pregnant my doctor signed me off work because the stress was endangering both me and my baby. I would NEVER speak to anyone the way I was spoken to. courtesy costs nothing. I understand frustrations but remember it always a person on the other end of the phone
#34
Totally agree Jenny - people don't stop to think how would they like it if someone rang up and shouted at their mum, wife, daughter....it is very, very stressful.

Customer services people are usually paid very poorly - my view was that I wasn't paid enough for people to shout at me so I hung up. Do this with the same individual a couple of times they eventually learn to restrain themselves....
#35
There can never be any reason for shouting at anyone, it never helps the situation and only reflects badly on the individual doing the shouting.

It is a lack of self control.
#36
When i used to work at B+Q and i often went round peoples houses , sometime they had dodgy wallpaper for example so i had to inspect it, most of the time customers were very nice and i would go out of my way to help them, if they were abusive or shout at me i would walk out the house and drive off without helping any further , no need for it IMO.
#37
Tune Up
They didn't seem awfully helpful when I last asked about if the refund had gone through.


Tune Up, You credit card company has a responsibility to you and in my experience mine have always been nothing but helpful. Try giving them another call they should be able to put the money on hold, until the refund has been received, especially since it involves John Lewis.


My recent experience: purchased a pc money went straight out of my cc, even though it hadn't been delivered till one month later. To cut a long story short, the pc company said they'd give me a refund as a good will gesture. I hand't seen anything for 4 weeks. Spoke to my cc company who put my payment on hold and issued an "investigation with pc company". Within two days I get phone calls from pc company confirming my refund was going to be on my card within 3 days. I then got phone call from my cc asking if my query was sorted to my satisfaction. Having said that, the cc company said it might take 6 to 8 weeks, but it still meant I didn't have to pay until it was sorted.

Hope it all works out.

Charlie Brown
#38
Inactive
There can never be any reason for shouting at anyone, it never helps the situation and only reflects badly on the individual doing the shouting.

It is a lack of self control.



So you would go how long before starting to shout? 4 weeks? 3 months? a year? I'm not prepared to wait that long and be lied to that many times. When I say shout I don't actually shout but raise my voice and start quoting the dsr etc to show them I mean business.

I have very good self control, if I didn't then I would swear and they would hang up straight away.

If they didn't lie to me for weeks on end then they wouldn't get shouted at would they?

I totally understand what people say about how it affects people's lives but they shouldn't lie in the first place. If they didn't then I would be happy as anything with them on the phone.
#39
Benjimoron
So you would go how long before starting to shout? 4 weeks? 3 months? a year? I'm not prepared to wait that long and be lied to that many times. When I say shout I don't actually shout but raise my voice and start quoting the dsr etc to show them I mean business.



I would never shout at anyone, I fully appreciate your frustration, but shouting only has an adverse effect on the recipient, so is never helpful.

I would write to the Managing director of a company via Recorded Delivery letter if I didn't get satisfaction.
#40
I only ever give companies one chance to put things right. After that, I NEVER contact them by phone, it just gives them more opportunities to lie and get you stressed.

I write a letter, or e mail. But people see this as a faff and time consuming and don't do it. Just think about it, all the time spent on the phone and compare that to the time it takes to pen one or more letters. It is always worth it in the long run and it does not raise your blood pressure!!

Never go above one page, can be done even when things are complicated. Often I have had gifts from companies to say sorry for my trouble. Letters often reach parts in companies that phone cvonversations just cannot penetrate. It is always worth the effort for the price of a stamp...sore point at the moment I know...so my fax machine comes in very handy!

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