John Lewis refuse exchange without receipt

[Theangel1971]

Hi,

 

I bought a pair of leggings in John Lewis a week ago. They were too small, unfortunately I have mislaid the receipt so when I went into exchange them for a bigger size today they refused to exchange without the receipt. The label was still attached and they hadn’t been worn (other than trying on). I have never known them to not exchange but apparently this rule has been in place for the last 3 years according to the manager.

[dx100uk]

How did you pay?

 

dx

 

[Theangel1971]

I think it was cash but it's hard to tell as I made a few purchases in the last week, the card just gives me the total amount I paid

 

[dx100uk]

you mean you have a debit card transaction listed on your bank statement to JL on about the right date but ofcourse for a higher amount as you probably purchased the leggings with other items?

[Theangel1971]

Yes, that's right. However,  It's difficult to tell if I paid cash or card that day because I do both. Usually, it all goes on my john lewis points card which is stored on my phone (this account logs what you buy and is another receipt), but I left my phone at home that day so any purchases I made are not backed up on that. 

 

John Lewis have always been so good with customer service, I was a bit shocked when they didn't exchange. 

[unclebulgaria67]

So do you know date and approximate time ? Does the item label have any indication it was sold by John Lewis ?

 

Suggest phoning the store or customer service telephone number and arrange a time to see the store manager. Then provide as much information as possible to them so they can resolve.

 

Of course they will reject refund without receipt initially, but with more information they may reconsider.

[Manxman in exile]

If the leggings aren't faulty in some way and if this was an in-store purchase, then doesn't whether or not JL is required to exchange them depend on the T&Cs of JL's returns policy?  If the policy says the OP needs a receipt, then the OP needs a receipt.

 

There are no consumer "rights" here except what JL's policy says.

 

(Just to clarify - I don't actually know what JL's instore returns policy says, but I'm assuming their manager is not lying.  If they are lying then it's complaint time... )

 

9 hours ago, Theangel1971 said:

John Lewis have always been so good with customer service, I was a bit shocked when they didn't exchange. 

 

I think you will find that as times have got harder - for JL as much as anyone else - that their customer service is not as "customer friendly" as it used to be.  They are far more hard-nosed than they used to be.

 

Ditto Marks & Spencer.