In a recent incident, a customer who purchased a £200 Therabody PowerDot muscle stimulator from John Lewis in February 2023 found themselves embroiled in a warranty dispute. The device, intended as a gift for their partner, encountered multiple setbacks before arriving in Ireland, including an incorrect customs description. Upon finally using the product, it malfunctioned, leading to questions about the store's guarantee policy.
The initial hurdle arose when the item returned due to "insufficient customs information." A clerk had mistakenly filled out the customs form, describing the product as "clothes" with a value of £0.01. Confusion over the product's category further complicated matters. While John Lewis's website lists it under "sports," the buyer believed it qualified as an electrical item, which should benefit from a standard two-year guarantee.
John Lewis's website prominently features a two-year guarantee on all electrical products. However, the product listing for the Therabody PowerDot muscle stimulator specified only a one-year guarantee. This discrepancy led to the customer's frustration when they sought assistance after the device broke. Despite expecting the reassurance of a two-year guarantee, they were informed that the item only had the one-year coverage stated on the website.
The buyer's belief that the muscle stimulator is an electrical appliance stems from checking its definition, further fueling their dissatisfaction. Their experience with Royal Mail's customs process added to their ordeal, as multiple return attempts were necessary before successfully obtaining a code online to facilitate shipping.
The Guardian previously reported on John Lewis's introduction of a minimum two-year guarantee on all electrical products. This precedent heightened expectations among customers like the writer, who assumed a similar policy applied to their purchase. When confronted with the inconsistency, John Lewis pointed out that the item falls under the "sports" category, not electrical.
In response to the situation, John Lewis has acknowledged the need for clarity in their warranty terms.
“We’re also reviewing our warranty wording to make sure it’s clear for customers.” – John Lewis