‘John Lewis tempted me with a £100 voucher – then refused to honour it’

Has a company treated you unfairly? Our Consumer Champion is available to help. For how to contact her click here.  

Dear Sally,

In November, I purchased a television set from John Lewis for £1,499 and thereby qualified for a £100 gift card promotion, so long as I made an online claim between Dec 6-20. I attempted this on Dec 6 but the form would not recognise my order number.

Customer services told me there was a technical fault and to call a different team, which I attempted over several days, only finally getting through to them on Dec 21, when the promotion had closed.

I complained and was asked for copies of my phone bill to support my claim, but I said unanswered calls would not have appeared on my bill. Despite this I was told my claim could not be processed. Please can you help?

HBS, Wallingford

Sally says:

Sales promotions like the one that caught your eye are inevitably popular and do wonders for a company’s bottom line. But it seems this one was perhaps too popular and the technology and staff support behind it buckled just as you were trying to claim your voucher.

I felt you had been hard done by, so asked John Lewis to reconsider your claim. The retailer this time agreed you had made efforts to comply in time and has now sent you a voucher for £150, including £50 to make up for the “lack of help and understanding” shown previously.

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