Johm lewis returns parcel - item inside has gone missing

[philv]

Hi,

Bought 5 leather jackets before christmas.
After Christmas i returned 4 in a single box using john lewis's return label which used collect+.

John Lewis have processed the return, but only scanned 3 jackets.


So, either they have made a mistake or someone has pinched one (and it was not me!).

Any helpful advice/info?

I used the john lewis collect+ return label.
I presume that means john lewis have the contract with collect+, not me?
So it should be their problem, not mine?

How do i stand legally on this?

I ave returned the items using collect+ as instructed and filled in the returns note as instructed.
It seems they do not look at the return note.

Thank you.

[Tycho]

Speak to John Lewis and see what they say first?

[philv]

I have spoken to them.
They said they will recheck the parcel contents.
They said they do not check the returns note.

However, i returned 4 large leather jackets.
Not 4 small items.
Difficult to miss i would have thought.

So, i would like to know legal position as i like to know my rights before hand.

[Tycho]

It's a bit stupid of them to not check the returns note as I'd have thought it would leave their returns open to abuse. If they have admitted that they don't check the return note then I can't see them having a leg to stand on.

Did you pay on credit card as I think you can ask for a chargeback if you don't get anywhere with JL. It may be useful to get this moved to the Finance sub to get some proper views.

[philv]

Tycho said:

It's a bit stupid of them to not check the returns note as I'd have thought it would leave their returns open to abuse. If they have admitted that they don't check the return note then I can't see them having a leg to stand on.

Did you pay on credit card as I think you can ask for a chargeback if you don't get anywhere with JL. It may be useful to get this moved to the Finance sub to get some proper views.

I have used section 75 before successfully with other things.

If they had checked the note, they could have raised an issue and checked if parcel had been tampered with.

That they didn't shows me they are acting without due care and atrention.

[Sheepshanks]

philv said:

So, i would like to know legal position as i like to know my rights before hand.

Why would there be a "legal position" on something like this?

[philv]

Sheepshanks said:

philv said:

So, i would like to know legal position as i like to know my rights before hand.

Why would there be a "legal position" on something like this?

Consumer rights, distance selling, etc, etc.

Lots written on the internet about it.
But nothing i could find specifically about returns not arriving prooperly.

[Sheepshanks]

philv said:

But nothing i could find specifically about returns not arriving prooperly.

Funny that.

Ideally the parcel will have been weighed at some point and hopefully it will be obvious from the weight how many jackets you returned.

Otherwise it's just a matter of John Lewis taking your word for it. I know people rave about them, but I've never found they do anything they don't have to.

[Lynchie999]

... always the risk you take when you "buy to return" ...

[philv]

Sheepshanks said:

philv said:

But nothing i could find specifically about returns not arriving prooperly.

Funny that.

Ideally the parcel will have been weighed at some point and hopefully it will be obvious from the weight how many jackets you returned.

Otherwise it's just a matter of John Lewis taking your word for it. I know people rave about them, but I've never found they do anything they don't have to.

Collection point was an gesso station.

I assume it is coquetted and taken to a depot for processing for weighing.

So that is 2 points already where the parcel could have been interfered witg.
So, unfortunatel, weight means nothibg.

[philv]

Lynchie999 said:

... always the risk you take when you "buy to return" ...

Same as with buying anything online.
Always a chance one may need to return an item.
The reason for buying is irrelevant.

I bought multiple jackets because the sizing of that manufacturer is appalling.
Same item, color, size....buy 2....one will fit and the other too big or too small.
So, buy 3 items to ensure to get one that fits.

[Sheepshanks]

philv said:

So that is 2 points already where the parcel could have been interfered witg.
So, unfortunatel, weight means nothibg.

Well 3 points as there's also whoever coquetted it.

Weighing would mean something if the error was in John Lewis scanning the items.

[philv]

Sheepshanks said:

philv said:

So that is 2 points already where the parcel could have been interfered witg.
So, unfortunatel, weight means nothibg.

Well 3 points as there's also whoever coquetted it.

Weighing would mean something if the error was in John Lewis scanning the items.

Sorrt...poor eyesight...cocky ipad.
Processing it.

Yes 3 points already.
4 if someone moves them from unloading area to processing room.

Yrs, you're right, the weight is helpful if john lewis made an error or someone on their end stole it.
But, hard to see how they miscounted.

[Marcellus]

I suspect that you remain responsible for returning the item to John Lewis and until you do you own it, title changing upon receipt?

In the same way if you ordered 5 leather jackets but only received 4 you wouldn't accept that you were due to pay for the 5th would you? it's just the reverse I would have thought.

[Sheepshanks]

philv said:

So, buy 3 items to ensure to get one that fits.

2 I'm familiar with (my wife does this all the time), 3, well OK, but 5?

I wouldn't be surprised if JL are punishing you.

[philv]

Sheepshanks said:

philv said:

So, buy 3 items to ensure to get one that fits.

2 I'm familiar with (my wife does this all the time), 3, well OK, but 5?

I wouldn't be surprised if JL are punishing you.

It was for my daughter.
She tried a size 10 at another store when not on sale.
It fit.
We waited for john lewis sales.

Bought 3 x size 10.
Allows for small/Correct/large size 10.
Also bought 2 x size 8 in case there was a large size 8 that fit better.

I bought all in one go as they were in sale, heavily reduced.

If all-saints had better quality control during manufacturing, i wouldn't have done this.
As it turned out, the jackets were all sized correctly.
Sod's law.

[philv]

Apparantly collect+ never weigh the parcels.
So that is very helpful.