Denied a re­fund by John Lewis

The Daily Telegraph - Your Money - - READERS’ LETTERS -

I or­dered a side ta­ble from John Lewis six months ago. Un­for­tu­nately I did not re­alise the lengthy de­liv­ery time in­volved, but we were pre­pared to ac­cept that it would be three months be­fore we re­ceived the ta­ble.

How­ever, when the three months were up, I re­ceived a phone call to say that the sup­plier was hav­ing prob­lems and de­liv­ery would be de­layed for a fur­ther month. This was not re­ally ac­cept­able since I had paid three months be­fore.

I then re­ceived con­fir­ma­tion that the ta­ble was on its way for de­liv­ery, which would be within the fol­low­ing week. I rang again be­cause I had not heard from the car­rier as promised. I was told de­liv­ery would be made the fol­low­ing week but the ta­ble didn’t come.

I rang yet again and the or­der was again tracked as it had been be­fore. Then I was told the ta­ble had been de­liv­ered to an­other cus­tomer. Some­one at last re­acted to my con­cerns and ar­ranged de­liv­ery. When the ta­ble ar­rived at last, it was dam­aged in one cor­ner. SJ, DEN­BIGHSHIRE

You had paid £230 for the side ta­ble as a present for your brother’s 70th birth­day.

From the state of the pack­ag­ing you de­duced that it had been dropped. You wanted to re­turn the ta­ble for a re­fund. Stingily, John Lewis of­fered you a £35 dis­count in­stead. You tried to re­turn it over the next two months. That failed and so you wrote to me.

My in­volve­ment led to a sud­den change of heart. John Lewis ar­ranged to col­lect the ta­ble and re­im­bursed the price. It said: “We are sorry about Mrs J’s ex­pe­ri­ence, which was well be­low the level of cus­tomer ser­vice we aim to pro­vide, and we have of­fered her a ges­ture of good­will to apol­o­gise for the in­con­ve­nience caused.” This is £150.

Mean­while, your brother is nearly halfway to his next


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