A recent incident has raised questions about the consistency of John Lewis's guarantee policies for electrical products. A customer who purchased a Therabody PowerDot muscle stimulator found themselves in a dilemma when seeking assistance for a faulty product. Despite the retailer's assurance of a two-year guarantee on all electrical items, the customer discovered discrepancies in the warranty terms.
In February 2023, the customer bought a £200 Therabody PowerDot muscle stimulator from John Lewis, believing it was covered by the standard two-year guarantee advertised for electrical appliances. The product, however, failed after a short period, prompting the customer to seek a refund, replacement, or repair. Contrary to their expectations, John Lewis informed them that the muscle stimulator only carried a one-year warranty.
The confusion stems from the product's classification. Although the Therabody device is an electrical appliance, John Lewis categorized it under "sports," thereby offering a reduced warranty period. This categorization conflicts with the retailer's website claim of a minimum two-year guarantee on all electrical products.
The customer faced additional challenges when attempting to return the defective item due to complications with customs documentation. The parcel was returned twice due to "insufficient customs information," compounded by errors on the customs form filled out by a post office clerk, who incorrectly labeled the item as "clothes" with a value of £0.01. Eventually, the customer resolved this issue by utilizing Royal Mail's online customs form and successfully generated a code to ensure delivery.
The discrepancy between John Lewis's advertised policies and actual practice prompted the customer to express concerns over the clarity of the retailer’s warranty terms. The inconsistency not only caused inconvenience but also highlighted a need for clearer communication from John Lewis regarding guarantee conditions.
“We’re also reviewing our warranty wording to make sure it’s clear for customers.”
This statement reflects John Lewis's acknowledgment of the issue and their commitment to improving customer transparency regarding warranty information.