Here's the back story so far:

1. I order a washing machine from John Lewis online.

2. It arrives & is installed by John Lewis.

3. It starts leaking an hour or so after arrival. I call JL straight away & they tell me they can't refund or replace and suggest I call the manufacturer of the machine.

4. I call the manufacturer & they don't answer the phone for hours & it keeps getting cut off. I call back JL, they call the manufacturer for me. JL still insists upon a manufacturer's engineer visit, the next one is 8 days away.

5. A week later, engineer arrives at a unexpected time. He can't find anything wrong with the machine & doesn't understand why it's leaking. He can't wait 2 hours to watch it start leaking when turned on so I show him photos of the leak. He asks me if I use tablets in the drawer, I explain I don't. In fact I only use liquid capsules in the drum, he says that's fine. I explained it leaks even without detergent, so it's nothing to do with that anyway. He says he doesn't understand it. He leaves.

6. JL contact me to say the engineer thinks I used tablets in the drawer & that I should stop doing that then it will stop leaking. I explained I do not & it leaks even without detergent used.

7. JL tell me I have to arrange another engineer visit but might have to pay £90 if again no fault is found. I decline. I explain a second engineer visit won't make a difference & it isn't just about money, it's the time & hassle involved. I explain it looks like a design flaw- the water leaks under the drawer during filling up & drops down over the front of the machine after a couple of hours. JL refuse to do anything more about it.

8. I can't survive without a washing machine so I purchase a new washing machine from the same manufacturer from elsewhere, which works fine & doesn't leak. JL still refuse to do anything more.

End result: I've had to pay for 2 machines, one leaks & I'll have to sell describing the problem with it, on ebay, making a loss.

What are the consumer rights regarding this situation? Thanks

Hi and Welcome to CAG

Thread moved to the appropriate forum..please continue to post here to your thread.

What date did you buy the washing machine from John Lewis ?

Andy

This is extraordinary to hear this kind of story about John Lewis. This may be one of only maybe half a dozen complaints that we've ever had on this forum and all the time we've been running.

Maybe they've employed somebody from PC World?

If you want to sort out this problem, you will have to engage with this thread

we've seen good results if you email the CEO directly.

Thanks for the advice- yes I was surprised also, as I used to swear by JL for all my appliances albeit years ago. However, type in John Lewis into trustpilot uk and you'll see JL isn't what it used to be, it has gone down hill in the last couple of years unfortunately.

we've seen good results if you email the CEO directly.

How would I find his email address? After all my conversations with John Lewis staff this year & reading trust pilot reviews I fear this is a bigger problem than a one-off & they need some drastic internal changes to return to their old ways. Perhaps I can at least get my issue resolved.

Maybe they've employed somebody from PC World?

I had the same thought- only it would seem more like an army of people from PC World.

Does anyone know what my legal rights are in this situation? It would be good to know for future reference.

Thanks for the advice- yes I was surprised also, as I used to swear by JL for all my appliances albeit years ago. However, type in John Lewis into trustpilot uk and you'll see JL isn't what it used to be, it has gone down hill in the last couple of years unfortunately.

Just thought I'd share my own bad experience with JL just before christmas - buying a fridge and freezer. I too picked them for a supposed better standard of service.

Bought the appliances in store, and asked for the handles to be swapped so the fridge could go on the left, and freezer on the right - paid extra for that. Guy in store took down all the details nice as pie.

Low and behold a week later they arrive and handle is on the wrong side. On the phone with them all afternoon and they say they'll send someone round in a couple of days to do it. Couple of days later get a call from JL 'We'll be arriving with your delivery this afternoon' - eh? What delivery, I wanted the handle swapped on the fridge - 'oh we can't do that you'll have to ring JL'. To this day I don't know what they were going to deliver. Eventually after another week or so that gets sorted.

Then my mum goes into store, speaks with the same guy who did the initial sale about the extended warranty - JL gave us a quote at the time and said we had 30 days to accept. Guy gives her an ear bashing about having to register the product with the manufacturer (which we had done) and then when she said she wanted the JL warranty so that if there's any problems she can deal with JL rather than the german manufacturer he proceeds to tell her 'well it isn't mr john lewis who'll come and fix your fridge'.

So complaint lodged, bit of back and forth and they honour the original warranty quote and offer a £200 voucher... which I am still waiting for 2 months later.

[edit - 3 months later, just realised it's April!]

If you can answer the question which was put in post number two at 11.44 then we may be able to give you a better idea of your rights

Hi and Welcome to CAG

 

What date did you buy the washing machine from John Lewis ?

 

Andy

 

Does anyone know what my legal rights are in this situation? It would be good to know for future reference.

We still dont know the time frame......?

Here is the relevant legislation

https://www.consumeractiongroup.co.uk/forum/forumdisplay.php?440-The-Consumer-Rights-Act-2015