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Baggywrinkle

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  1. Another warning not to buy anything that from Samsung or John Lewis that has any sort of Cashback promise. I ordered a Samsung Washing Machine from John Lewis (on line) on the 6th of July on the basis that; 1. I would receive it within 10 days, 2. it would come with a 5 year warranty and 3. I would get £75 cashback on the deal. I received confirmation of the purchase shortly after placing the order online. I noticed straight away that there was no mention of the warranty or the cashback on the documentation. I immediately contacted John Lewis to ask what had happened to it. They told me that the necessary documentation and instructions for claiming the cashback would arrive with the machine. The 10 day delivery date passed with no sign of the machine and several contacts with Customer services, and on the 4th August, 19 days later than advertised, the machine turned up but, predictably, with no documentation regarding the extended warranty or cashback. I then contacted John Lewis customer services and was sent an email giving a link to where I could download a VAT receipt which would need to be presented before claiming the cashback. No information regarding this requirement was available before asking. I followed the link only to find that the site had no facility for downloading the link. John Lewis would not accept that this was the case but said that If I wanted I could write to them and they would send me a VAT receipt by Royal Mail; they said that this would take 31 days! Noticing that there was also a time limit on claiming, I returned to the website and eventually found some instructions regarding “downloading” the VAT invoice. These were to “ Bring up the copy of the VAT Receipt on the computer screen, take a photograph with a digital camera or mobile phone, up load the photo onto the computer and download into the electronic form on the web page! ( remember that this a major technology specialist!) I took a screen shot, pasted it onto a word document and tried to upload but it wouldn’t accept any format other than PDF or JPEG. I eventually managed to upload the receipt as a PDF and the operation was completed. I now have to wait for several weeks before I get the cashbackj and confidently predict that there will be further “problems” then. There are only two possible reasons for the procedure to be as complicated and problematic. Either they are technically incompetent or, more likely, this is a [problem] to entice people to buy products at a higher price than advertised. (google Samsung Cashback [problem] and you’ll see similar complaints on various products going back to 2012). If so, John Lewis is also profiting by it and must bear part of the responsibility and reputational damage. The lesson is; do not buy anything from Samsung or John Lewis offering a cashback unless you have access to a free telephone and a lot of free time on your hands!
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